NHRMC MyChart Frequently Asked Questions

NHRMC MyChart Support
Below are frequently asked questions to help solve your issue. If you need further support, please contact the NHRMC MyChart Support Desk at (910) 667-0667.
Enrollment Questions
What is NHRMC MyChart?
Does every NHRMC patient automatically have NHRMC MyChart?
How do I sign up for NHRMC MyChart?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
My activation code does not work what should I do?
How do I choose my personal NHRMC MyChart username and password?
What if I forget my NHRMC MyChart username?
What if I forget my NHRMC MyChart password?
What if I already have the MyChart app?
I am a patient at Pender Memorial Hospital. Why am I using NHRMC MyChart?
Your Medical Record
Can I email my clinic provider through NHRMC MyChart?
What clinics utilize the NHRMC Epic electronic health record?
If I send a message to my provider or nurse, when can I expect a reply?
How will I know when new information is available in NHRMC MyChart?
When can I see information in NHRMC MyChart?
Will my clinic provider contact me through NHRMC MyChart?
Whom do I call if I have questions about test results I see in NHRMC MyChart?
Why are my results in NHRMC MyChart for tests done on the same day showing up in my NHRMC MyChart account at different times?
Why are certain test results not shared electronically via NHRMC MyChart?
Upload my Advance Directives?
If some of my health information on NHRMC MyChart is not correct, what should I do?
NHRMC MyChart for My Family
Can I view a family member's health record in NHRMC MyChart?
Can I give others access to my NHRMC MyChart account or get access to a loved one's NHRMC MyChart account for whom I am responsible?
Can I ask questions regarding a family member from my NHRMC MyChart account?
Can my spouse and I share one NHRMC MyChart account?
After I Have Enrolled
Where can I update my personal information (e.g., home address, e-mail or change my password)?
What billing information can I see in NHRMC MyChart?
Can I pay off a bill as a Guest?
MyChart Central / Lucy
What is the benefit to signing up for MyChartCentral and Lucy?
What is the difference between MyChartCentral and Lucy?
Is my health information in MyChartCentral and Lucy secure?
How do I sign up for MyChartCentral and Lucy?
How do I access MyChartCentral and Lucy?
Do all healthcare organizations offer MyChartCentral and Lucy?
Why isn’t my health information the same at all my healthcare organizations?
Does Lucy provide me with my entire medical record from each participating organization?
What if I don’t have multiple MyChart accounts?
Can I view my loved ones' charts in MyChartCentral?
What should I do if the information I see in MyChart or Lucy is wrong?
Can my NHRMC Clinic providers see the information I add to Lucy?
Can I share my medical information from other organizations with NHRMC Clinic using MyChartCentral or Lucy?
How do I download a copy of my medical record through Lucy?
How do I add medical information to Lucy?
How do I upload medical documents to Lucy?
How can I get help if I have a question about MyChartCentral or Lucy?
Technical Questions
How is NHRMC MyChart secure?
What is your privacy policy?
I was logged out of NHRMC MyChart, what happened?

What is NHRMC MyChart?

NHRMC MyChart offers patients personalized and secure online access to portions of their electronic health record (EHR) at no cost. It enables you to securely use the internet to help manage and receive information about your health online. You must be 18 years or older, have a valid Social Security #, and be a patient of a provider using the NHRMC EHR or be a patient at any NHRMC hospital or emergency department or at Pender Memorial Hospital. You need access to a computer connected to the Internet and an up-to-date browser (such as Google Chrome). Once you active your MyChart account you will be able to also download the MyChart app to your mobile phone.

With NHRMC MyChart, you can:

  • Request medical appointments.
  • View your current allergies, medications, problems, and immunization records.
  • View lab test results.
  • Request prescription refills.
  • Access trusted health information resources.
  • Communicate electronically and securely with your clinic's medical care team if you have had a visit with that provider within the last fourteen months.

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Does every NHRMC patient automatically have NHRMC MyChart?

No. Though we strongly encourage you to sign up for NHRMC MyChart, a NHRMC MyChart account will be offered and you may decline. We respect your personal preference and we do not require anyone to use NHRMC MyChart.

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How do I sign up for NHRMC MyChart?

You can receive access to NHRMC MyChart by one the following:

  1. After you are seen by a provider utilizing the NHRMC electronic health record, you will receive an After-Visit Summary that will include an NHRMC MyChart activation code and instructions for activation, if you have not previously received an activation code. If you previously received an activation code and did not activate your account, you will need to request to have another code generated, the code is active for 60 days.
  2. During your discharge from a New Hanover Regional Medical Center hospital or emergency department or a Pender Memorial Hospital or emergency department, you will receive a Discharge Summary that will include a NHRMC MyChart activation code and instructions for activation, if you have not previously received an activation code. If you need a new code generated, you can follow the instructions below, under the section "Can you send me a new activation code as I have lost it, let it expire or did not receive it?"
  3. If you are already an active patient within the NHRMC hospital or ambulatory sites, you can sign up with Instant Activation. Go to the NHRMC MyChart page and click on “SIGN UP NOW” then click on the right side of the next page under “No Activation Code” on “SIGN UP ONLINE”. Complete and submit all the detailed requirements on the form to receive instant access.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

If you received your activation code during a visit to your provider's office, contact your provider's office and after your information is verified, a new code will be sent via U.S. Postal Mail or e-mail.

If you received your activation code during a NHRMC hospital stay or emergency department visit, please contact the NHRMC HIM department at 910-667-5209. After your information is verified, a new code will be sent via U.S. Postal Mail. Privacy issues prevent e-mailing a new activation code to you.

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My activation code does not work, what should I do?

For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, please call our NHRMC MyChart support desk at 910-667-0667 and they can assist you with activating your account.

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How do I choose my personal NHRMC MyChart username and password?

The instructions come with your NHRMC MyChart activation code and direct you to the NHRMC MyChart homepage. Once your activation code is entered, you will be prompted to create a login username and password. This is the username you will use every time you log into NHRMC MyChart. Choose a username and password that are unique to you and easy for you to remember. Avoid using a username or password that is easy for others to guess, such as your first or last name.

  • Usernames must be between 6 and 18 characters long. Only letters or numbers are allowed and cannot contain any spaces.
  • Your password MUST be between 8 and 20 characters long and MUST include at least one number AND one letter.
  • The use of certain special characters such as an ampersand, hyphen, period, and underscore is permitted and encouraged to strengthen your password.
  • The password IS case sensitive. If an uppercase letter is used anywhere in the password it will always need to be uppercase or your login will fail.
  • Remember to enter an e-mail address so NHRMC MyChart can notify you when you have new information to view.
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What if I forget my NHRMC MyChart username?

Your NHRMC MyChart username can be emailed to you by clicking on the Forgot NHRMC MyChart Username link on the login page of NHRMC MyChart. Follow the instructions; correctly answer the security questions, and an email with your NHRMC MyChart username will be sent to you. If you need further assistance, please contact the NHRMC MyChart Support Desk at 910-667-0667.

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What if I forget my password?

If you forget your password, you can set up a new one by clicking on the Forgot Password Link on the login page of NHRMC MyChart. Follow the instructions & correctly answer your password reset question to reset your password. If you need further assistance in resetting your password, please contact the NHRMC MyChart Support Desk at 910-667-0667.

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What if I already have the MyChart App?

If you have been seen at another Epic organization and have an active MyChart account for that organization and downloaded the MyChart app you are able to add NHRMC to your providers and can then utilize the app for NHRMC MyChart as well. You will have separate logins for each organization.

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I am a patient of Pender Memorial Hospital. Why am I using NHRMC MyChart?

Beginning May 5, 2015, Pender Memorial Hospital began using NHRMC Connect, the electronic health record utilized at New Hanover Regional Medical Center and its affiliate practices. This means that the patients will have a common record when being treated at any of these locations, reducing gaps in continuity of care. As a product of this, patients seen at these locations will utilize one NHRMC MyChart account with data from any of these organizations feeding that account.

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Can I email my healthcare provider through NHRMC MyChart?

The message feature is for NON-URGENT messages only. For medical emergencies, dial 911. NHRMC MyChart allows secure messaging to a member of your clinic’s healthcare team. Any provider who you see at one of the NHRMC Ambulatory Clinics who use the NHRMC Epic electronic health record may be selected from a drop-down menu if you have seen that provider within the last fourteen months and they were utilizing Epic at that visit. You will NOT be able to send messages to your hospital or emergency department care teams, unless the provider that cared for you in the hospital is also a provider you see in a clinic that utilizes the NHRMC Epic electronic health record.

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What clinics utilize the NHRMC Epic electronic health record?

All NHRMC Hospitals, NHRMC Urgent Cares, NHRMC Physician Group Practices and NHRMC Specialists Practices utilize the NHRMC Epic electronic health record and provide NHRMC MyChart access to patients.

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If I send a message to my provider or nurse, when can I expect a reply?

You will generally receive an answer within 1-3 business days. Please note that NHRMC MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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How will I know when new information is available in NHRMC MyChart?

As new medical information becomes available in your NHRMC MyChart account, a notification will be sent to your email address or to your mobile phone if enabled, directing you to log into your secure NHRMC MyChart account for viewing.

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When can I see my information in NHRMC MyChart?

Medical information from NHRMC hospital stays and emergency department visits will begin to show up in your NHRMC MyChart account after discharge. Medical information from clinic visits will begin to show up in NHRMC MyChart after your visit. This does not reflect test results. Please see the “Why are my results in NHRMC MyChart for tests done on the same day showing up in my NHRMC MyChart account at different times” section below.

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Will my clinic provider contact me through NHRMC MyChart?

When your provider releases medical information into your NHRMC MyChart account, a message may be included to help you better understand the significance of the information you receive. If you have sent your provider a message through NHRMC MyChart, your healthcare team may reply with a message sent to you through your NHRMC MyChart account. Return to Top

How do I see my test results in NHRMC MyChart and whom do I call if I have questions about test results I see?

On the MyChart home page, click on View test results. If the tests were done during an office visit, please contact your provider's office with questions. For hospital stays or emergency department visits, please follow-up with your primary care provider or specialist involved in your hospital stay who also provides care to you in a clinic, such as an orthopedic or cardiac surgeon. Be sure to click on “Show Hospital Results” if tests were done at one of the NHRMC Hospitals.

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Why are my results in NHRMC MyChart for tests done on the same day showing up in my NHRMC MyChart account at different times?

Test results are released to NHMRC MyChart in two different ways; manually by the provider or automatically by the system. Automatic release of information occurs at time intervals based on what type of result it is. The table below helps to describe the various timelines for automatic release.

Type of Medical Information

Inpatient or Ambulatory

Timing of Release into MyChart

Pathology Reports

Inpatient

Not Released

Ambulatory

Not Released

Imaging Reports
  X-Ray
  Ultrasound
  Nuclear Imaging
  Inter-Ventrional Radiology
  CT Reports
  MRI
  Mammography
  Dexa Scan

Inpatient

Automatic release 7 days after final.  If results are final >=7 days prior to discharge, they will release within 24 hours of discharge.

Ambulatory/Outpatient

Automatic release at 7 days from "Final" results or earlier if released by provider. Studies must be performed at NHRMC Facilities or New Hanover Medical Group to be have these reports delivered to NHRMC MyChart.

Laboratory Reports

Inpatient-Non-Sensitive Labs

Automatic release 24 hours after discharge of results "Final" prior to discharge.

Inpatient-Sensitive Labs

Automatic release 10 days after final.  If results are final >=10 days prior to discharge, they will release within 24 hours of discharge.

Ambulatory-Non-Sensitive Labs

Normal results:

Automatic release at 4 days from "Final" results or earlier if released by provider.

Abnormal results:

Automatic release at 4 days from "Final" results or earlier if released by provider.

Ambulatory-Sensitive Labs

Normal results:

Automatic release at 10 days from "Final" results or earlier if released by provider.

Abnormal results:

Automatic release at 10 days from "Final" results or earlier if released by provider.

EKG Reports

Inpatient

Automatic release 10 days after final.  If results are final >=10 days prior to discharge, they will release within 24 hours of discharge.

Ambulatory

Automatic release at 10 days from "Final" results or earlier if released by provider if the study is stored on MUSE.

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Why are certain test results not shared electronically via NHRMC MyChart?

Each test item that we release to NHRMC MyChart goes through a development process. As we complete the development, those items can be released. We will continue to work to develop processes to release additional testing in the future. If your test or lab result is not in MyChart, it means the result:

  • Was not completed at a New Hanover Regional facility,
  • Not enough time has passed,
  • Is a sensitive result,
  • Was scanned into your medical record - scanned results are not displayed. Examples of scanned results include:
    • CT scans
    • Pathology
    • Cytology
    • Some cardiac studies
  • If test was performed at a facility outside of NHRMC.

If you need your test results right away, please contact your doctor's office as we are not able to provide your test or lab results.

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Upload My Advanced Directives:

Click on the End-of-Life Planning section under the Health Icon. Advanced Directive documents can be uploaded by clicking on Upload a File. You can also keep your PCP informed by letting your doctors know what your wishes are so they can provide the best care for you.

You can also upload your document by clicking on Ask a Question, then New Medical Question. Choose your PCP as the Recipient, then choose Advanced Directive and Living Will as the subject. Add text then click on “Attach an Image”. Attach your Advanced Directive document.

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If some of my health information on NHRMC MyChart is not correct, what should I do?

Your NHRMC MyChart information comes directly from your Epic Electronic Health Record (EHR). If you believe there is an error in your NHRMC health information, we recommend you request a copy of your medical record, either from the Health Information Management Department or thru MyChart. Once the records are reviewed and the information in question is located, please call our medical record amendment representative (910) 667-7109 to begin the amendment process.

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Can I view a family member's health record in NHRMC MyChart?

Parents or legal guardians of minor children can gain access to their accounts through proxy activation. This allows a parent (or guardian) to log into their personal NHRMC MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service. Parents (or guardians) of children ages 0-12 can receive full activation to the NHRMC MyChart record. At ages 13-17 the information is limited to immunizations and upcoming appointments. Proxy Forms can be found at the bottom of the MyChart Login Page.

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Can I give others access to my NHRMC MyChart account OR get access to a loved one’s NHRMC MyChart account for whom I am responsible?

Proxy Access (access to another person’s medical information) may be requested by parents or legal guardians of children ages 0-12, and by adult children or legal guardians of adults. If you are an adult (18 years and older), you may request another person as proxy for your medical records.

For adult patients: The forms for proxy activation must be completed, signed, and accompanied by photo identification for both the patient and the person designated as proxy. The proxy must provide proof of guardianship or medical power of attorney. If the adult patient is unable to sign legal documents and does not have a legal guardian or active medical power of attorney, proxy access cannot be assigned.

For pediatric patients: The forms for proxy activation must be completed, signed, and accompanied by photo identification. If the proxy requestor is not the birth or adoptive parent of the child, legal paperwork proving he/she is the legally recognized caregiver for the child is required.

Proxy forms can be sent to:
New Hanover Regional Medical Center
HIM Department
Attn: NHRMC MyChart Proxy Access
PO Box 2400
Wilmington, NC 28402
Fax number: 910-815-5675

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Can I ask questions regarding a family member from my NHRMC MyChart account?

Asking questions about a family member's health from your account is not advised. NHRMC MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one NHRMC MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own NHRMC MyChart account.

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Where can I update my personal information (e.g., home address, email or change my password)?

Log into NHRMC MyChart. Hover over the Profile Icon, then click on Security Settings to update passwords, or click on Personal Information to update addresses.

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What billing information can I see in NHRMC MyChart?

New Hanover Regional Medical Center hospital billing information and Primary Care billing are available through NHRMC MyChart. The system also allows you to pay your hospital or primary care bill online with a credit card.

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Can I Pay as a guest on an account?

The Pay as Guest feature, allows all guarantors to pay off balances online, even if you do not have a MyChart login. Instead of entering a username and password to pay online, you can login in as a guest user by entering your last name and your guarantor ID that is included on your statement.

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What is the benefit to signing up for MyChartCentral and Lucy?

  • Access all your MyChart accounts and Lucy with a single username and password.
  • View the medical information from your MyChart accounts combined into one personal health record.
  • Upload medical documents into your personal heath record.
  • Add personal notes about your health information.
  • Download and store the most recent copy of your MyChart medical record from any linked organization.
  • Save your health record to a thumb drive and take it with you wherever you go.
  • MyChartCentral and Lucy for your loved ones who have been added to your personal MyChart accounts.
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What is the difference between MyChartCentral and Lucy?

  • MyChartCentral is a secure portal that enables you to individually access your NHRMC MyChart account and your MyChart accounts from other healthcare organizations.
  • Lucy is a personal health record tool that combines and organizes your medical information from allof your individual MyChart accounts into one space. This unique tool also enables you to upload medical documents and add new health data for your personal use.
  • Using a single username and password, MyChartCentral allows easy access to all of your individual, active MyChart accounts and your Lucy personal health record tool.
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Is my health information in MyChartCentral and Lucy secure?

Yes. Like your MyChart account, MyChartCentral and Lucy are password-protected and delivered via an encrypted connection to keep your health information safe from unauthorized users.

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How do I sign up for MyChartCentral and Lucy?

Log in to your NHRMC MyChart account, click Manage My Health Info on the left-hand menu, and click MyChart Central/Lucy. Follow the instructions to sign up. Review step-by-step instructions found within the Help section of the MyChartCentral and Lucy page within MyChart.

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How do I access MyChartCentral and Lucy?

After signing up, you can access MyChartCentral and Lucy by visiting www.mychartcentral.com or by going to the HEALTH icon then click on Lucy.

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Do all healthcare organizations offer MyChartCentral and Lucy?

MyChart, MyChartCentral, and Lucy are not available for all organizations. Once you have activated your MyChartCentral account and have logged in, click Add a New Healthcare Organization. You will be able to scroll through the list of available organizations and add the MyChart accounts for all the places where you receive care.

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Why isn’t my health information the same at all my healthcare organizations?

The information that each of your healthcare organizations knows about you might be different, depending on the type of care they give you and when you were last seen. You can help keep everyone up to date by organizing your records in Lucy and discussing this information with your providers at your appointments.

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Does Lucy provide me with my entire medical record from each participating organization?

No. Lucy organizes the health information available within your MyChart accounts into one personal health record.

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What if I don’t have multiple MyChart accounts?

Even if you have only one MyChart account, you can still use Lucy as your personal health record. MyChartCentral can provide access to your one MyChart account and Lucy with a single username and password.

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Can I view my loved ones' charts in MyChartCentral?

Yes, MyChartCentral and Lucy let you see the health information for the same loved ones you have added to your NHRMC MyChart account. Go to the section Can I give others access to my NHRMC MyChart account or get access to a loved one's NHRMC MyChart account for whom I am responsible?

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What should I do if the information I see in MyChart or Lucy is wrong?

Your NHRMC MyChart information comes directly from your Epic Electronic Health Record (EHR). If you believe there is an error in your NHRMC health information, we recommend you request a copy of your medical record, either from the Health Information Management Department or thru MyChart. Once the records are reviewed and the information in question is located, please call our medical record amendment representative (910) 667-7109 to begin the amendment process.

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Can my NHRMC providers see the information I add to Lucy?

Yes. This information will become available to your healthcare team at NHRMC within your electronic medical record. Your healthcare team will then be able to discuss these changes with you before making any updates, if necessary, to your electronic medical record at your next appointment.

Please note that this tool is intended for communicating new information to your health care team. To formally request a correction or “amendment” of your medical record, please call our medical record amendment representative, Margarette McCartney to begin the process. We cannot accept an electronic request. Her contact information is listed below.

Margarette McCartney
Health Information Management
910-667-7109

If you do not want to share this information with NHRMC, click the link that says, "Who can my healthcare providers see?" and click the "Don't Share" button.

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Can I share my medical information from other organizations with NHRMC using MyChartCentral or Lucy?

Yes. This information will become available to all your healthcare organizations that are currently using Lucy and are enabled for document sharing. If you do not want to share this information with your healthcare organizations, click the link that says, "Who can my healthcare providers see?" and click the "Don't Share" button next to each organization.

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How do I download a copy of my medical record through Lucy?

To download a copy of your MyChart medical information, click Get a Copy of My Chart for the selected organization. Click the Patient Health Summary link to view the document.

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How do I add medical information to Lucy?

To add new health information, click Edit My Personal Health Record. Click the button for the area you wish to edit (for example, Add a New Medication). Complete the details as required, and click Save.

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How do I upload medical documents to Lucy?

To add a medical document from your computer, click Add a Document from My Computer.

  1. Click Choose Files to access your computer files.
  2. Select the document and click Open.
  3. Click Next.
  4. Click Save, then Next.
  5. Click either Share All preference to make these documents available to your healthcare organizations.
  6. Click on the document link to view the file.

Please note that this information will not be shared with your NHRMC providers.

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How can I get help with MyChartCentral or Lucy?

While you are logged into MyChartCentral or Lucy or from the MyChartCentral log in page, click the Request Help hyperlink at the bottom of the screen. After you submit the form, your request goes directly to EPIC, Inc. and you will receive an email response within two business days.

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How is NHRMC MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, NHRMC MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with NHRMC MyChart. Unlike conventional e-mail, all NHRMC MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

NHRMC MyChart is owned and operated by NHRMC and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by NHRMC MyChart. Please review our complete privacy policy for more information.

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I was logged out of NHRMC MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into NHRMC MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of NHRMC MyChart. We recommend that you log out of your NHRMC MyChart session if you need to leave your computer for even a short period of time.

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