Please click on area below to see frequently asked questions:
MyChart Features
Activation and Login Page
Q. I forgot my login id, how do I find out what it is?
Q. I forgot my password, what do I do?
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You will need to create a new password using the answer to your ‘Secret Question’ to identify yourself
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Enter your login ID when requested
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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.
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. How do I change my login id?
A. It is not possible to change your login id.
Q. I can no longer access my Sentara MyChart account.
A. If you recently started employment with Sentara Healthcare or if you have a new MD Office account this may occur. Try using your Sentara or MDOffice login ID and password instead of your original Sentara MyChart login ID to access your Sentara MyChart account. If you are still experiencing difficulties please contact 1-800-Sentara (1-800-736-8272) between 8 am and 6 pm, Mon-Fri.
Q. When I click on the Sentara MyChart links nothing shows up.
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
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.
Q. I recently stopped working for Sentara and can no longer access my Sentara MyChart account.
A. You will need to set up a new login id and password. Please contact 1-800-Sentara (1-800-736-8272) for assistance between 8 am and 6 pm, Mon-Fri.
Q. I recently started working for Sentara and can no longer access my Sentara MyChart account.
A. Your Sentara MyChart login id and password have changed and are now the same as your Sentara login id and password.
Q. I recently became an MD Office user and can no longer access my Sentara MyChart account.
A. Your Sentara MyChart login id and password have changed and are now the same as your MDOffice login id and password.
Q. My Activation code has expired, how do I get a new one?
A. You may call your physician’s office and ask them for a new code or contact 1-800-Sentara (1-800-736-8272) for assistance between 8 am and 6 pm, Mon-Fri.
Q. I lost my activation letter, how do I get a new one?
A. You may call your physician’s office and ask them for your code or contact 1-800-Sentara (1-800-736-8272) for assistance between 8 am and 6 pm, Mon-Fri.
Q. How do I create a Living Will or an Advanced Directive?
A. The MyHealth MyChart home page contains links to access and create a living will. After you log in to the system, look on the left hand side of the screen for 'MySentara'. Listed under that you will see a link that says 'Patient Forms'. If you click on that it will display links to Advanced Directives and Living Wills.
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Access and Your Privacy
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.
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. The ordering physician must use Sentara MyChart or the result will not release
2. Most routine lab results will release automatically on the 4th business day after they are final unless your physician manually releases them earlier
3. Inpatient and Emergency Room test results do not release automatically
4. X-ray, imaging and other specialty results do not release automatically
5. Scanned results can't 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.
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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. Once a child turns 14 you will no longer have proxy access due to Virginia privacy laws. When the child turns 18 they may get their own account.
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: I can no longer see my child’s information.
A: Proxy access to children is revoked when the child turns 14. This is done to comply with Virginia privacy laws. When your child turns 18 he or she may get their own Sentara MyChart account.
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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If you still have a question, comment or suggestion, please
Contact Us. If you would like to speak with a Sentara representative, call 1-800-SENTARA (1-800-736-8272 | Mon - Fri | 8 a.m. - 6 p.m.).