Additional FAQs and Help

Frequently Asked Questions

  • Can I update my personal information online?

    To update your information with your provider’s office, please select “messaging” and use the “Contact Dr. Office” option to message any needed changes to your healthcare provider’s office.

  • Am I able to share my information or gain access (proxy) to another person’s information?

    To share your information or receive access to another person’s information you must follow the complete the MyChart sign-up and the proxy request form.

    Instructions for access to another adult:

    Instructions for access to a Teen (14-17 yrs.):

    • Complete the Authorization for MyChart: (Teenaged Children (Ages 14-17) form and return it to the teen’s provider.
    • Complete the Proxy Access HIPAA authorization form allowing one parent or legal guardian access and return it the teen’s provider. Both the parent/guardian and teen must sign this form.
    • The Teen will be issued an activation code for their own MyChart account. 
    • The teen must activate their account and that will complete the proxy access for the parent or legal guardian.

    Instructions for access to a Child (Birth – 13):

  • Can I revoke the proxy access of another adult to my MyChart?

    Yes. Select the “My Account” tab and then select “Personalize”.  Under "Who Can View My Record" select the person and click "Revoke Access."

  • I once had access to my child's MyChart information and now I do not. What happened?

    To protect the privacy and confidentiality of health information according to state and federal laws for teen’s proxy access is automatically terminated on the 14th birthday.  You can reapply for access to your teen by following the steps below:

    Instructions for access to a Teen (14-17 yrs.):

    • Complete the Authorization for MyChart: (Teenaged Children (Ages 14-17) form and return it to the teen’s provider.
    • Complete the Proxy Access HIPAA authorization form allowing one parent or legal guardian access and return it the teen’s provider. Both the parent/guardian and teen must sign this form.
    • The Teen will be issued an activation code for their own MyChart account. 
    • The teen must activate their account and that will complete the proxy access for the parent or legal guardian.
  • Can a legal guardian have access to a patient’s MyChart?

    Yes, proxy access is given to court appointed legal guardians. In order to have access granted you will need to provide a copy of the court order that grants the legal guardian access to the patient’s medical record (Medical Power of Attorney). Attach a copy of the court document to the proxy access form and return to the patient’s physician office.

  • Can emancipated minors have access to their MyChart record?

    Yes. We do provide access to MyChart for emancipated minors.

  • What should I do if my health information is incorrect?

    If you believe your health information is incorrect in MyChart, please message your provider to voice your concern or ask your provider to update your information during your next visit.

  • Who can sign up for MyChart?

    Anyone who has a visit with a Sentara Provider or received any services at a Sentara Location can sign up for MyChart.

  • How do I sign up for MyChart?

    You can sign up for My Chart by using your Sentara MyChart Activation code and other personal information confirming your identity and giving you access to your medical information.

  • How do I get a Sentara MyChart Activation Code?

    If you have recently been seen you may already have an activation code printed on the last page of your recent visit summary or discharge instructions.  You may also request a Sentara MyChart Activation Code online.

  • Why am I asked personal questions when requesting an activation code?

    To ensure your identity, we use a third party vendor called Experian Identity Validation Services. This system poses questions which electronically identify you. This further protects your privacy while linking you to your healthcare information. Get more information on Experian Identity Validation Services.

  • Why is my Social Security number required to activate my Sentara MyChart account?

    Sentara MyChart provides you with a secure electronic method of accessing your personal healthcare information. To do this, we have secure guidelines that must be met. Sentara uses your name, date of birth, and social security number as your personal identifiers when generating your MyChart account. Our system can only link you to your medical information if all of your information matches.

  • What Internet browser should I use?

    MyChart works best on Internet Explorer 9 or higher and Mozilla Firefox 3.5 and higher. You can download both browsers for free. For Internet Explorer, go to microsoft.com/IE. For Firefox, go to mozilla.org.

  • Is MyChart secure?

    Yes.  MyChart is a secure online portal which means your information is encrypted and therefore, always safe and protected. MyChart access is permitted only to authorized users that have been verified through our activation process. MyChart members have a unique MyChart ID and password that is known only to them.

  • How do I choose a MyChart ID and password?

    Your MyChart ID must:

    • must be between 5 and 20 characters
    • begin with a letter
    • include only letters, numbers, and underscore
    • cannot include spaces or special characters
    • is not case sensitive.

    Once selected, your MyChart ID cannot be changed.

    Your MyChart password must:

    • be at least eight characters
    • contain one uppercase letter
    • contain one lowercase letter
    • contain one number or symbol
    • be different than your MyChart ID.

    Please keep in mind that only you will know your MyChart ID and password.

  • What types of appointments can I schedule with MyChart?

    Sentara MyChart currently allows certain types of appointments to be scheduled automatically.  These include follow up office visits, well child visits, physicals, screening mammograms, and some same day appointments.

  • Why can I only schedule certain appointments using MyChart?

    MyChart may not have the capability to schedule complex appointments. If you are having difficulty scheduling appointments, please select request an appointment and send a message to your providers office with your appointment request. 

  • Can I cancel a clinic appointment in MyChart?

    Appointments can be cancelled in MyChart. To cancel an appointment, click on “Appointments” and choose “Cancel Appts.”

    If a button does not appear to the left of an upcoming appointment, you will not be able to cancel that appointment using MyChart. Please call your clinic to cancel this appointment.

  • Why is my provider not listed for messaging or appointment scheduling?

    For your health care provider to appear on your contact list:

    • Your provider must use the Sentara eCare system for medical records
    • Your provider must also be a Sentara MyChart participant.
    • You must have been seen in the last 545 days in their office or have a scheduled appointment

    If the above criteria is met your provider will automatically appear on your contact list.

  • What should I do if I don't understand my health information?

    If you do not understand your health information in MyChart, Log in to your account and select messaging.  Choose “Contact Dr. Office” and send your question to your physician’s office.  You may also contact your physician’s office by phone.

  • Is there a mobile app for Sentara MyChart?

    Yes.  You may download the MyChart Mobile App by Epic Systems from the Apple Store or Google Play.

  • What is an E-Visit?

    A MyChart e-Visit is a convenient, secure, electronic method of managing a non-emergent medical problem without leaving the comfort of your home or office.  It can provide a diagnosis and treatment plan, including any necessary prescriptions, for some acute conditions.

  • Who can use E-Visits?

    E-Visits are only available to patients who have an established relationship with a provider who provides the E-Visit option as an alternative method of receiving care for some acute conditions.

  • Is an E-Visit covered by my insurance?

    E-Visits are filed on your insurance as a courtesy.  If your insurance does not cover the E-Visit you will be billed the self-pay fee of $30.00.

  • How do I complete an E-Visit?

    E-Visits are available in the message center of your Sentara MyChart account.

  • Still need help?

    For additional assistance:

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