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NHRMC MyChart Frequently Asked Questions

Enrollment Questions
What is NHRMC MyChart?
Is there a fee to use NHRMC MyChart?
Are there any requirements to use NHRMC MyChart?
Does every NHRMC patient automatically have NHRMC MyChart?
How do I sign up for NHRMC MyChart?
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?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Is there an app for NHRMC MyChart?
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?
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 is certain test results not shared electronically via NHRMC MyChart?
If some of my health information on NHRMC MyChart is not correct, what should I do?
NHRMC MyChart for My Family
Can I view my family member's health record in NHRMC MyChart or give others access to my NHRMC MyChart account?
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?
Release of Information Requests Via NHRMC MyChart
I already have information in NHRMC MyChart. How is this different?
What information can I request?
Will I be able to get radiology images via NHRMC MyChart?
How long will it take for me to receive my records once requested?
What time frames can be utilized when requesting data?
Can I view or download the release of information data on the NHRMC MyChart App?
How long will my requested records be available in NHRMC MyChart?
Can I use this request method to request release of records to another provider for continuity of care, insurance processing, legal proceedings?
Is there a cost to have my records released to NHRMC MyChart?
I have proxy access to a patient account. Can I request the release of record for that patient via NHRMC MyChart?
Are there instructions on how to request and download release of information via NHRMC MyChart?
Technical Questions
How is NHRMC MyChart secure?
What is your privacy policy?
I was logged out of NHRMC MyChart, what happened?
What do I need to use NHRMC MyChart?
My activation code does not work what should I do?
Is my activation code my username?

 

What is NHRMC MyChart?

NHRMC MyChart offers patients personalized and secure online access to portions of their electronic health record (EHR). It enables you to securely use the Internet to help manage and receive information about your health online. With NHRMC MyChart, you can use the Internet to:

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Is there a fee to use NHRMC MyChart?

NHRMC MyChart is a free service offered to our patients.

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Are there any requirements to use NHRMC MyChart?

You must be 18 years or older, have a valid Social Security #, and be a patient of a provider using the NHRMC electronic health record, be a patient at any NHRMC hospital or emergency department or a patient of Pender Memorial Hospital.

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Does every NHRMC patient automatically have NHRMC MyChart?

No. Though we strongly encourage you to sign up for NHRMC MyChart, an NHRMC MyChart account will be offered to all patients 18 years of age and older. Patients between the ages of 0-17years of age will be allowed to have a NHRMC MyChart account if the parent or legal guardian requests proxy access. If one wishes to decline the offer they may do so. 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 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 a NHRMC MyChart activation code and instructions for activation, provided 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. You may also ask to have the activation code emailed to you.

  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 an after visit summary that will include a NHRMC MyChart activation code and instructions for activation, provided 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. You may also ask to have the activation code emailed to you.

If you need a new code generated, you can follow the instructions below, under the section entitled "Can you send me a new activation code as I have lost it, let it expire or did not receive it?"

With the activation code, you will be able to login and create your own personalized username and password to activate your account.

Once you receive your one-time-use activation code, please use it immediately to activate your NHRMC MyChart account, as the code is only valid for 60 days.

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

The instructions that come with your NHRMC MyChart activation code direct you to the NHRMC MyChart homepage. Once you use your activation code, 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.

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What if I forget my NHRMC MyChart username?

If you forget your NHRMC MyChart username, you can have it 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 you will be sent an email with your NHRMC MyChart username. If you need further assistance in retrieving your NHRMC MyChart username, 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, and you will be allowed 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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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 are verified, a new code can be sent via U.S. Postal Mail or Email.

If you received your activation code during a NHRMC hospital stay or emergency department visit, please contact the NHRMC HIM department at 910-667-2511 and after your information is verified, a new code will be sent via U.S. Postal Mail or email

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Is there an app for NHRMC MyChart?

Yes. Once you activate your NHRMC MyChart Account, you can download the MyChart app to enable use of NHRMC MyChart on your mobile device. You must sign up on the NHRMC MyChart website before you will be able to use the app.

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What if I already have the MyChart App?

If you have been seen at another Epic organization and have activated your 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 once you sign up for NHRMC MyChart via the website. 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 clinic 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. Once you have a NHRMC MyChart account, any provider who you see at one of the ambulatory clinics who use the NHRMC Epic electronic health record may be selected from a drop down menu as long as you have seen that provider within the last twelve 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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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?

When you activate your personal NHRMC MyChart account, you will be asked to provide an email address. Be sure to enter an email address so you can receive notifications about activity in NHRMC MyChart. As new medical information becomes available in your NHRMC MyChart account, a notification will be sent to your email address 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 36 hours after discharge.

Medical information from clinic visits will begin to show up in NHRMC MyChart 48 hours after your visit.

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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.

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Whom do I call if I have questions about test results I see in NHRMC MyChart?

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.

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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 is being released. 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
  Interventional Radiology
  CT Reports
  MRI
  Mammography
  Dexa Scan

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/Outpatient

Automatic release at 10 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" result, or earlier if released by provider if the study is stored on MUSE.

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

Each item that we release to NHRMC MyChart goes through a development process. As we complete the development, we begin to release those items. We will continue to work to develop processes to release additional testing in the future.

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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. If there is information you believe to be in error in your record, please contact the Health Information Management MyChart representative at (910)667-5209.

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Can I view my family member's health record in NHRMC MyChart or give others access to my NHRMC MyChart account?

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. Note that Parents or guardians of children ages 0-12 can receive full access to the child’s electronic health record. Due to NC state law, information available through proxy access is limited after a child turns 10. At this point, parents and legal guardians will only be able to see immunization records, allergies, preventative care, billing and insurance information. Parental proxy access ends at age 18.

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
Phone number: 910-667-2511

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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 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 and from the left menu, go to the Preferences section and select the appropriate option.

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What billing information can I see in NHRMC MyChart?

Only New Hanover Regional Medical Center billing information is available through NHRMC MyChart. The system also allows you to pay your hospital bill online with a credit card.

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I already have information in NHRMC MyChart. How is this different?

Information in NHRMC MyChart is limited to subsets of data. This change allows patients to get more extensive information regarding encounters at New Hanover Regional Medical Center, Pender Memorial Hospital and our affiliate organizations.

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What information can I request?

You may request specific documents from specific dates of service or an abstract of your chart. An abstract includes summary of typed reports as listed below:

If you need to receive your entire chart, you will need to make that request via our Health Information Management department either via mail or in person.

New Hanover Regional Medical Center
Medical Records/Health Information Management
PO Box 9000/2131 S. 17th Street
Wilmington, NC 28402-9000
Phone (910)667-7090
Fax (910) 667-7186

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Will I be able to get radiology images via NHRMC MyChart?

At this time, we cannot release radiology images via NHRMC MyChart.

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How long will it take for me to receive my records once requested?

All releases should be completed within 5 business days.

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What time frames can be utilized when requesting data?

You can request the records for any time period utilizing this process. However, we can only release information to NHRMC MyChart if the was on our Epic electronic health record system at the time of the encounter. Should your request encompass dates of service where the records are not available in Epic, our Health Information Management team will contact you with alternative ways to receive your requested records.

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Can I view or download the release of information data on the NHRMC MyChart App?

At this time, you cannot review this information via the NHRMC MyChart App. However, this functionality is slated for future development.

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How long will my requested records be available in NHRMC MyChart?

Records released from these requests will be available for 60 days. It is important that as soon as you receive your notification that the information has been delivered that you use the password that will be supplied to you to open the document and download it to your personal device. After 60 days you would have to complete a request to have the information sent to your NHRMC MyChart account again.

NOTE: Results released to NHRMC MyChart without having to request them will continue to remain in NHRMC MyChart.

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Can I use this request method to request release of records to another provider for continuity of care, insurance processing, legal proceedings?

You may request release of records for continuity of care, insurance proceedings, and legal proceedings using this request method. However, the records will be sent to that provider or organization needing those records and will not be delivered via NHRMC MyChart to you.

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Is there a cost to have my records released to NHRMC MyChart?

There is no cost for the records that we release via NHRMC MyChart for personal use.

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I have proxy access to a patient account. Can I request the release of record for that patient via NHRMC MyChart?

Parents or legal guardians of children 0-12 years old can request release of information on the child’s account via NHRMC MyChart. Proxies for 13-17 year olds and adult patients may not request release of information via NHRMC MyChart for the patient.

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Are there instructions on how to request and download release of information via NHRMC MyChart?

Once you log into your NHRMC MyChart account, you will see a link to an instruction sheet on how to request and download release of information via NHRMC MyChart.

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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 username's, 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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What do I need to use NHRMC MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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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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Is my activation code my username?

No, your activation code is not your NHRMC MyChart ID or password. You will use this code only once to log into NHRMC MyChart for the first time. (The code will expire after you have used it or after 30 days). When you log into NHRMC MyChart the first time, you will then be asked to create your own unique NHRMC MyChart ID and password.

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