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Home MyHealth MyChart Help and FAQs

Help and FAQs 

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Help and FAQs

If you experience difficulties logging into MyHealth MyChart, try closing
all browser windows, open a new browser window and try again.

Click on the links below to see frequently asked questions:

Activation  and Login

Password and Security

 Access

Email Alerts

MyChart Features

Proxy / Family Records

Pre-visit Questionnaires

Mobile Devices 

e-Visits

  

Activation and Login Page

Remember, your activation code is only good for 150 days from the date it was printed (see date on the letter).

Q.  How do I get a MyChart account?
A. 
You may locate the activation code on the bottom of your after visit summary which you received from your physician's office at your last visit or you may email us at mychart_support@sentara.com and we will be happy to assist you with a code.

Please Note:  Effective 08/22/2013, patients of Sentara Hospitals will begin receiving a MyChart Activation code on their inpatient discharge summary. (This currently excludes patients from the following hospital's: RMH Healthcare, Martha Jefferson Hospital, Halifax Regional, and Albemarle Health as MyChart is not yet available in your area)

Q.  My Activation code has expired, how may I request a replacement?
A.  You may request a replacement code from your physician's office or email the MyChart support team at mychart_support@sentara.com for assistance.

Q.  I lost my activation letter, who should I contact to get another copy?
A.  Please contact your physician’s office for a replacement.

 Q.  I forgot my login id, how do I find out what it is?

  • Click on the 'Login ID Request' link on the MyHealth MyChart login page 
  • Enter your email address and the last 4 digits of your SSN to receive your login id by email. 

Q:  How do I activate my MyChart account from a mobile device?
A:  You may activate your MyChart account using the internet browser on your mobile device. You may not activate using the App.  Supported mobile devices are iPad, iPhone and Droid.

          Q.  How do I change my login id?
          A.  If you would like to change your login id, please send us a request to mychart_support@sentara.com.

Q.  Why am I required to use my social security number to activate a MyChart account?

A.  To activate a MyChart account our system must be able to verify your identity. For security purposes, the system is designed to use your first and last name, your one time activation code, your date of birth, and the last four digits of your social security number. Your demographic information must be up to date with your physician's office for this validation to occur and all data must match in order to link you to your medical record. Our site is secure and encrypted for your protection.

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 Password and Security

Q.  I forgot my password, what do I do?

  • You will need to create a new password using the answer to your ‘Secret Question’ to identify yourself
  • Click on the ‘Change Password’ link on the MyHealth MyChart login page
  • Enter your login ID when requested
  • Enter the answer to your secret question and create a new password.

Q.  How do I change my password?
A.  To change your password you need to remember either your old password or the answer to your secret question. Click on the ‘Change Password’ link and follow the steps.  Your new password must be at least 8 characters long, may contain numbers (0-9) and mixed case letters (A-Z, a-z), but no spaces. Please make sure you note if you use capital letters as your password must match exactly to log in to your account.

Q.  I’m not able to change my password?
A.  Make sure that you are answering either your secret question or entering your old password but not both Your new  password must  be at least 8 characters long,  may contain numbers (0-9) and mixed case letters (A-Z, a-z), but no spaces. You may not use a password that you have used before.  If you continue to have problems please contact 1-800-Sentara (1-800-736-8272) between 8 am and 6 pm, Mon-Fri.

 

Q:  I’m not able to change my password on my mobile device/tablet?
A:  You may change your password using the internet browser on your mobile device or tablet.  You may not change your password using the App.  Supported mobile devices are iPad, iPhone, and Droid.

 

Q.  What should I do to ensure that my health information is secured when using Sentara MyChart?
A.  Sentara MyChart is a secure application.  It is also important that when you exit Sentara MyChart, you also logoff of the MyHealth website and close all browsers that you have open.  This will ensure that your clinical data remains secure and that you eliminate any information from your computer’s cache.

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Access

Q.  When I click on the Sentara MyChart links nothing shows up or I receive an error message.
A.  This may be due to browser settings on your personal computer.  Make sure that cookies are enabled on your browser.  (See a list of trouble-shooting tips and instructions)If you are receiving an error message please contact 1-800-Sentara to log a technical issue.

Q.  I don’t see the Sentara MyChart links on the left side of the screen.
A.  If the Sentara MyChart system is temporarily unavailable the Sentara MyChart links will not be displayed on the left side of the screen.  Please wait 20 to 30 minutes and then try again.  If you are still experiencing difficulties please contact 1-800-Sentara (1-800-736-8272) between 8 am and 6 pm, Mon-Fri.

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Email Alerts

Q.  How do I change my email notification address?
A.
  Under the "MySentara" section there is a link that says "Preferences". Please click on this link and choose "Update Email Address" and then follow the directions.

Q.  I am not receiving email notification messages?
A.  Occasionally some mail systems will block Sentara MyChart messages from Sentara Healthcare.  Please try some of the following suggestions and see if they help:

1. Update your email address on the MyHealth MyChart home page, even if it is correct

2.  Check your SPAM folder in your email

3.  Make sure that 'Sentara MyChart_notification@sentara.com' is in your address book as an approved sender

4.  Try an alternate email address if you have one.

5.  Contact your email provider and make sure that they are not blocking these email messages 

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MyChart Features

Q. I clicked on e-Visit in my message center but I don't see the option to complete an e-Visit. What does that  mean?
A: Most likely the problem is that your physician is not a participating physician with e-Visits during the pilot phase.  
Learn more about e-Visits

 

Q.  How do I make changes to my record?
A.  Please use the 'Update My Information' function of Sentara MyChart Messaging to request changes to your demographic, medical history, Health Maintenance or any other information that needs to be changed in your record. 

Q.  Why can’t I see all of my test results?
A.  There are a number of factors that determine if and when a test result is automatically released that include:

1.  Most routine lab results and basic x-rays will release automatically one (1) business day after the final result is provided to your physician.

2.  Inpatient and Emergency Room routine results began automatic release effective October 19, 2012.

3.  Some more detailed results are not set to automatically release such as HIV, paternity, pathology, and advanced imaging (such as CT scans, MRI, ultrasound, etc.)

4.  Scanned results cannot currently be released through Sentara MyChart

If you are unable to see a test results you may send a 'Contact Dr. Office' request to your physician asking to have specific results released to you.

Q.  How do I print my lab results?
A.  To print a lab result, first click on the desired result to view the details of that result.  Then look in the upper right hand corner of the screen while the result is open.  You will see a small printer icon.  Click on that icon and you can then print  the results.  This 'printer' icon is also used on other screens to print information from Sentara MyChart.

Q.  How do I add another doctor’s name to the scheduling and messaging functions?
A.  The choice of doctors on the Sentara MyChart pull-down lists is determined by past or future appointments. Any Sentara Medical Group physician who is using Sentara MyChart will appear on your list if you have had an appointment in the last 365 days or if you have a future appointment scheduled with that physician.

Q. How do I schedule a same day appointment?

A: Patients may schedule same day appointments for acute issues at many Sentara locations.  To schedule a same day appointment simply follow the steps below:

·         Choose the Appointment section from the menu on the left.

·         Select ‘Schedule an Appt’.

·         Click the arrow for a list of reasons for visit and select Same Day.

·         Select the physician you would like to see and leave the date as today with no end date.

·         A list of available same day appointments will be shown for you to choose from.

·         On the preview appointment screen add the reason you need to be seen in the comment box and click   Make appointment.

Q.  How do I create a Living Will or an Advance Directive?
A.  Resources are available for you in MyChart in the Advance Care Planning Center.  You may also complete your form, scan the document, and send it directly to your physician’s office.

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Proxy / Family Records

Q:  How do I get access to my children’s records?
A: To be able to view a minor child's health information from your Sentara MyChart account you must fill out the 'Sentara MyChart Proxy Access' form, then submit that form to your child's doctor's office.  The form will be scanned into the child's electronic record so that it becomes a permanent part of their record. The form can be located on the MyHealth MyChart home page at the link titled 'Get Proxy Access to your Family Member's Records' or you can  Download the Sentara MyChart Proxy Request Form  Once that form is processed the Sentara MyChart team will set up a 'proxy relationship' so that you can access your child's information from your own Sentara MyChart account. 

Q. How do I get access to my teen's records?

 A. With parental/legal guardian consent  Teen Access for MyChart.pdf minor children between the ages of 14 and 17 (inclusive) will be eligible to participate in the full spectrum of MyChart Services and may grant proxy access to a parent or legal guardian should they choose to do so.  The proxy will not gain access to view the record until the teen completes the activation process.

Q:  I filled out the proxy forms to access my children’s records but I am not able to see their information.
A: It can take up to 5 business days for your proxy request to be handled.  To check on the status of your request please use the ‘Customer Service’ feature of Sentara MyChart Messaging to send a message to the Sentara MyChart support team.  Include the name and date of birth for each child.

Q:  How do I let a family member have access to my Sentara MyChart information?
A:  To allow a family member access to your health information on Sentara MyChart you will need to fill out the Sentara MyChart Proxy Access form and bring it to your physician's office at your next appointment.  The form can be located on the MyHealth/Sentara MyChart home page at the link titled 'Get Proxy Access to your Family Member's Records' or you can Download the Sentara MyChart Proxy Request Form  Once this form is filled out it will be scanned into your electronic record to show that you granted permission to a proxy.  If the family member does not currently have a Sentara MyChart account then he or she must also request a Sentara MyChart Activation Letter from their physician.

Q:  I filled out the proxy forms to allow my spouse access to my records but they are not able to see my information.
A: It can take up to 5 business days for your proxy request to be handled.  To check on the status of your request please use the ‘Customer Service’ feature of Sentara MyChart Messaging to send a message to the Sentara MyChart support team.  Include the name and date of birth of your spouse.

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Pre-Visit Questionnaires

Q: Where do I find the History Questionnaire?
A:  It will be attached to the appointment located on the upcoming appointments tab in MyChart. NOTE THE CLIPBOARD ICON located in front of any appointment requiring the history questionnaire.

Q: How do I add a new family member in the family history section?
A:  Our system will automatically default to a family member name used previously when the same relationship is chosen. To add a sister, brother, or other family member simply select add a new family member and type the name of the additional person you would like to add.

Q:  What if there are already answers on my questionnaire?
A: If there are already yes or no answers on your questionnaire it is because you have already seen a physician within our system, who has recorded a history.  You may review and update your history through the questionnaire.

Q: Why are some items for my upcoming appointment done electronically and others are paper that I have to print and complete?
A: All billing and financial documents must be completed on paper and scanned into your record each year.  We ask you to complete the forms in advance so that you do not have to arrive as early for your appointment.

Q: What if I don’t see the clipboard icon?
A: If you do not see the icon then your physician’s office is not offering this service electronically at this time.

Q: I filled out the questionnaire at my last appointment online.  Do I have to complete it again?
A: If you recently completed the questionnaire and everything is correct there is no need to fill it out again.

  

Mobile Devices 

Q: What mobile devices have the MyChart App available?

A:  Currently we have a MyChart App available for iPhone, iPod, iPad, and Android phones and tablets. We do not support Apps for Nook or Kindle, but you may still access our site using the web browser on these devices.

Q: How do I activate a MyChart account from a mobile device?

 A:  You may activate your MyChart account using the internet browser on your mobile device.  You may not activate using the mobile app. 

Q:  How can I change my password on my mobile device/tablet? 

A:  You may change your password using the internet browser on your mobile device or tablet.  You may not change your password using the mobile app.

Q: Are all MyChart features available when using the mobile App?

 A: Most features are available using the mobile app.  You can now make appointments and message your doctor using the mobile application.  Other features are always available through your web browser.

Q: What can I do if I am having trouble using the MyChart App?

A: Sometimes you may need to delete the App and reinstall it again.  If this does not correct your issue please contact us at mychart_support@sentara.com.

Q: What can I do if I am having trouble accessing MyChart via the web browser on my mobile device?

A: Please ensure that cookies are enabled on your mobile device. This should correct any issue you are having.  If you still need assistance please feel free to contact us at mychart_support@sentara.com. 

  
 
Q: What is an e-Visit?
 A: An e-Visit is a secure and convenient electronic way to manage a medical problem with your physician. An e-Visit can be used for specific minor medical problems:
  • Bladder infection (UTI)
  • Pink eye / Eye infection (Conjunctivitis)
  • Cough / Cold
  • Sinus Congestion
  • High Cholesterol

It involves using Sentara MyChart to electronically answer a series of questions about your medical condition.  Your physician will evaluate your responses along with your medical history to provide you with a treatment plan the same as you would receive through  an office visit. Like a routine office visit, an e-Visit becomes part of your permanent medical record.

Q: Where do you access an e-Visit?
A: You must have access to Sentara MyChart to do an e-Visit. You can find the e-Visit link in the Sentara MyChart Message Center.  

Q: Who can do an e-Visit?
A: During the initial pilot phase, e-Visits are only available to eligible Optima Health members who have an established relationship     with a physician at one of the following locations: Sentara Internal Medicine Physicians Kempsville, Sentara Family Medicine   Physicians First Colonial, Sentara Family Medicine Physicians Providence Road, Sentara Family Medicine Physicians Chimney Hill, Sentara Family Medicine Physicians Independence Blvd, and Dr. Biernacki at Sentara Family Medicine Physicians New Town.

Q: What conditions are eligible for an e-Visit?
A: e-Visits are currently offered for the following medical problems:

  • Bladder infection (UTI)
  • Pink eye / Eye infection (Conjunctivitis)
  • Cough / Cold
  • Sinus Congestion
  • High Cholesterol

Q: What is the cost of an e-Visit?

  • Like an office visit with your physician, an e-Visit is a billable service.  The fees will be billed after the service is received.  
  • An e-Visit is offered as a covered service for eligible Optima Health insurance members.
  • The co-pay for an e-Visit with a physician is the same as your primary care physician co-pay.

Q: What should you expect?
A: e-Visits are not to be used for emergencies!
You can expect a response from an e-Visit the same day or next business day, depending on the time when you submit an e-Visit. If you have non-emergent needs, you can also:

  • Use the scheduling feature within Sentara MyChart to schedule a physician office appointment
  • Visit the closest Sentara Medical Group Urgent Care Center. Find a location near you at www.sentara.com/urgentcare  

Q: What if I have other questions?
A:
Before you start an e-Visit, the Terms and Conditions explaining the entire process are available for your review.

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  • If you still have a question, comment or suggestion, please email us at mychart_support@sentara.com.

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