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Additional FAQs and Help

  • Can I update my personal information online?

    From your computer or web browser:

    To update your information with your provider's office, log in to your account and select "Messaging." Then, select "Update My Information" to message any needed changes to your healthcare provider's office.

    From the Sentara app:

    Log in to the Sentara app, and then select "Messages" from the bottom bar. Click "Message Center", then "Ask a Question", then "Contact Dr. Office" to send a message to your healthcare provider.

  • 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 complete the proxy request form and the account sign up process.

    Instructions for access to another adult or a child (birth - 13 years old):

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

    • Complete the Sentara Healthcare Proxy Access form.
    • Return the form to the physician's office.
    • The teen will be issued an activation code for their own Sentara account.
    • The teen must activate their account and that will complete the proxy access for the parent or legal guardian.
  • I once had access to my child's Sentara 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 their14th 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 Sentara Healthcare Proxy Access form.
    • Return the form to the physician's office.
    • The teen will be issued an activation code for their own 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 Sentara or Sentara MyChart account?

    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 I revoke the proxy access of another adult to my account?

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

  • Can emancipated minors have access to their health record?

    Yes. We do provide emancipated minors access to their health record through a Sentara or Sentara MyChart account.

  • What is a telehealth, virtual visit or video visit?

    Telehealth means providing health-related information and services through technology channels, which can include virtual and video visits. Virtual visits are a convenient, secure way to get care for minor illnesses via video or phone. Click here for more information about Sentara’s virtual care options.

    If you have specific questions about an upcoming or recent video visit with a Sentara Medical Group provider, please visit the Sentara Virtual Care Frequently Asked Questions page.

  • What is an E-Visit?

    An E-Visit is a convenient, secure way for you to exchange messages with your provider to get care for minor illnesses. Your provider can provide a treatment plan, including prescriptions if needed.

  • How do I complete an E-Visit?

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

    From your computer or web browser:

    • Log in to your account and select "Messaging."
    • Then, select "e-Visits" and read and accept the terms and conditions to continue.
    • Select your symptoms or health concern, which provider to send the information to, and the pharmacy where you would like to send any prescriptions.
    • Then follow the prompts to complete your E-Visit.

    From the Sentara app:

    • Log in to the Sentara app.
    • Then select the "E-Visit" button.
    • Select your symptoms or health concern, which provider to send the information to, and the pharmacy where you would like to send any prescriptions.
    • Then follow the prompts to complete your E-Visit.
  • Who can use E-Visits?

    E-Visits are only available to patients who have an established relationship with a provider who offers the E-Visit option.

  • Is an E-Visit covered by my insurance?

    E-Visits are filed with 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.

  • Who can sign up for a Sentara or Sentara MyChart account?

    Anyone who has had a visit with a Sentara provider or received any services at a Sentara location can sign up.

  • Why is my social security number required to activate my Sentara / Sentara MyChart account?

    Sentara aims to provide you with secure and convenient ways to access your health information. To do this, we have security guidelines that must be met. Sentara uses your name, date of birth, and social security number to verify your identity when setting up your account. Our system can only link you to your medical information if all of your information matches.

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

    If you believe your health information is incorrect, please message your provider (as noted above) to voice your concern or ask your provider to update your information during your next visit.

  • Why isn’t my provider 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 types of appointments can I schedule with my Sentara or Sentara MyChart account?

    Currently, most types of appointments can be scheduled electronically, through either the web or the Sentara app. Some imaging, new patient, and specialty appointments may require you to call your provider’s office directly.

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

    To verify your identity, we use a third-party vendor: Experian Identity Validation Services. Their system asks questions that help us confirm your identity. This further protects your privacy while linking you to your healthcare information. Get more information on Experian Identity Validation Services.

  • Can I cancel a clinic appointment from my account?

    Yes.

    From your computer or web browser:

    • Click on "Appointments" and choose "Upcoming/Past Appts."
    • Then select the appointment you would like to cancel. In the bottom left hand corner in red, click "Cancel Appointment."
    • If you do not see the "Cancel Appointment" button or text, you will not be able to cancel that appointment from here. Please call your clinic to cancel this appointment.

    From the Sentara app:

    • Login to the Sentara app.
    • On the home screen, you should see any upcoming appointments, or you can click "Appointments" on the bottom bar.
    • Select the appointment you want to cancel, and then click the "Cancel Appointment" button.
  • Is my Sentara / Sentara MyChart account secure?

    Yes, we adhere to all HIPAA guidelines and encrypt your information to ensure that it is always safe and protected. Only providers directly providing you care can access your account information. Additionally, only you have access to your username and password.

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

    From your computer or web browser:

    • Log in to your account and select "Messaging." Then, select "Contact Dr. Office" to message your healthcare provider with any questions you may have.

    From the Sentara app:

    • Log in to the Sentara app, and then select "Messages" from the bottom bar. Click "Message Center," then "Ask a Question," then "Contact Dr. Office" to send a message to your healthcare provider.

    You may also contact your provider’s office by phone.

Need Help?
Our MyChart Support Team is happy to assist you.