MyChart Frequently Asked Questions | Cleveland Clinic (2024)

Table of Contents
Video Visits & Virtual Shared Medical Appointments What is MyClevelandClinic®? What equipment do I need for a video visit or virtual shared medical appointment? How do I prepare for my scheduled video visit or virtual shared medical appointment? How do I start an Express Care virtual visit? Is my video visit covered by insurance? PreCheck-In What is PreCheck-In? How long does PreCheck-In take? Do I have to sign-up for MyChart to use PreCheck-In? Is PreCheck-In required to receive care at Cleveland Clinic? How do I pay my copay? How does document signature work? Mobile Check-In Can I check in online for my upcoming appointment? How do I complete mobile check-in? Billing and Payment Plans What are my options for online bill payment? How do I create or adjust a payment plan? Paperless Billing Statements What does it mean when you say, “transitioning to paperless statements?” What if I want to continue receiving paper statements? What happens if I don’t realize that I have a statement ready for payment in MyChart and I miss the due date? What if I try paperless statements and don’t like it? Can I go back to getting paper statements? I’m still receiving paper billing statements from radiology, anesthesiology and certain laboratory services. I thought all statements would be paperless? I need help opting out of paperless billing. Is there someone I can call for assistance? My children and/or parents have accounts, but I’m responsible for their bills. Will they receive billing statements, or will the statements come to me? What if my email address changes? What if I forgot my MyChart username or password? Mobile App Can I receive notifications through the mobile app? Can I use my fingerprint or passcode to log in to the mobile app? Communicating with Your Care Team Can I message my Cleveland Clinic provider? Will I get billed for MyChart messages? Why are some messages billed to insurance? What types of providers will bill for messages? Will I be billed for messages from my care coordinator? Will I be billed when my provider sends the first message? What if I have questions about my bill or need financial assistance? Will someone answer my MyChart message 24/7? Will my provider contact me through MyChart? Your Medical Record My Preventive Care recommendations don't seem right to me, what should I do? How do I view clinical notes? How do I view my orders? How do I download or send my Visit Summary? How do I get the complete set of my medical records? Test Results When are my results released? Can I see my radiology images? Medications Why don't all my medications appear in my list? How do I renew prescriptions? How do I refill prescriptions? Information From Other Organizations What types of information can I see from organizations outside of Cleveland Clinic? Why don’t I see information from all of my healthcare organizations? Can I unlink my MyChart accounts? Updating Your Health Information How do I submit updates to my health information? What types of health issues should be included on my list? How is an allergy defined for addition to my list? Managing Appointments Why are only a limited number of providers available when I use the Schedule My Appointment or Request an Appointment features? Adding Your Loved Ones How may I view a family member or loved one’s information? Can I give a family member or loved one access to my information? My Personal Information How do I find my medical record number (MRN)? MyChart en Español ¿Puedo acceder a MyChart en español? ¿Cómo accedo a MyChart en español? ¿Cómo puedo inscribirme en MyChart? ¿Se traducirá toda mi información médica? ¿Puedo activar MyChart para un ser querido? ¿Puedo enviarle mensajes a mi médico en español? ¿Puedo realizar una visita virtual en español? Martin Health MyChart Transition Will Martin Health MyChart go away? How do I access my health information from Martin Health MyChart after Dec. 4, 2023? Where do I pay my bills from previous visits? Do I need to register for Cleveland Clinic MyChart? Can I schedule appointments? Has my information from Martin Health MyChart been moved to Cleveland Clinic MyChart? Do I still have access to my loved ones’ MyChart accounts through proxy access? Will I be billed for messaging my provider in Cleveland Clinic MyChart? Can I have a virtual visit with my provider? Will my personal settings stay the same? How do I log in through the MyChart mobile app? What is MyClevelandClinic®? What if I have questions or need assistance?

Video Visits & Virtual Shared Medical Appointments

What is MyClevelandClinic®?

MyClevelandClinic is everything you know and love about MyChart plus additional services like on-demand Express Care virtual visits for non-emergency concerns. You can log in to the MyClevelandClinic app or website using your MyChart username and password.

Learn more or download the app today to access the Cleveland Clinic services you trust from a single source.

What equipment do I need for a video visit or virtual shared medical appointment?

Video visits require access to a smartphone, tablet, or computer with a camera, microphone, and speakers. Additionally, the Zoom application must be installed on the device you will use for the visit.

How do I prepare for my scheduled video visit or virtual shared medical appointment?

We recommend you complete these steps at least one day prior to your appointment:

  1. If you haven’t already, activate your MyChart account.
  2. If using a smartphone for your visit, download the MyClevelandClinic app or the MyChart mobile app.
  3. Complete PreCheck-In for your appointment in MyChart. This can be done as early as a week ahead of time.
  4. Download Zoom on the device you will be using:
  5. Make sure internet browser pop-up blockers are disabled for Zoom.
  6. Complete assigned pre-visit questionnaires. If there are photos you would like to share with your provider, make sure to use the Document / Image / Photo ID questionnaire.
  7. Check the camera, microphone, and speakers on your device to make sure they are working.

Download our step-by-step guides for detailed instructions:

  • Guide for Scheduled Video Visits on Your Computer.
  • Guide for Scheduled Video Visits on the Mobile App.
  • Tips to Get the Most Out of Your Video Visit.

Watch our “how-to” videos for more information on how to complete your appointment:

How do I start an Express Care virtual visit?

For anon-demand virtual visit, you don’t need an appointment. You’ll be connected to a provider who can help you with any number of common healthcare concerns. Open the MyClevelandClinic app or log into the MyChart website and select Express Care virtual visits and follow the log-in instructions.

Download our step-by-step guides for detailed instructions:

  • Guide for Express Care Virtual Visits on Your Computer.
  • Guide for Express Care Virtual Visits on the Mobile App.

Is my video visit covered by insurance?

Video visits are not covered by all insurance plans. In order to fully understand your benefits and potential cost, contact your insurance company and ask if video visits are included in your plan and if not, what it may cost you.

PreCheck-In

What is PreCheck-In?

PreCheck-In allows you to complete the pre-appointment process ahead of time, from the comfort of home. You can access PreCheck-In for your upcoming appointment in the MyChart mobile app or website as early as a week prior to your visit.

With PreCheck-In, you can:

  • Verify and update demographics such as a home address, email address, and phone numbers.
  • Verify and update medical information such as medications, allergies, and current health issues.
  • Verify and update insurance information and upload your insurance card image.
  • Pay your insurance copay with a credit or debit card.
  • Electronically sign required forms or documents.
  • Complete pre-visit health questionnaires.

How long does PreCheck-In take?

The number of steps to complete may vary based on the type of appointment and when you were last seen. We recommend completing PreCheck-In at least one day before your visit to make sure you are prepared for your appointment.

Do I have to sign-up for MyChart to use PreCheck-In?

No. We are now sending PreCheck-In email reminders to all of our established patients with an email address on file. If you do not currently have a MyChart account, you receive a secure link that gives you temporary MyChart access to complete PreCheck-In. For security reasons, when you click the link, you will be asked to confirm your identity by verifying your demographic information. Once you complete PreCheck-In, you will have the option to create a MyChart account for yourself.

Is PreCheck-In required to receive care at Cleveland Clinic?

PreCheck-In is a required step for scheduled video visits. It is optional for in-person appointments and surgical visits. If you don’t complete PreCheck-In, you will need to check in at a registration desk or kiosk on your day of service.

If you’d like to use Mobile Check-In when you arrive for your appointment, you must complete PreCheck-In first. If you skip certain PreCheck-In steps (such as copay payment or document signature), you will be prompted to complete check-in at the front desk.

How do I pay my copay?

The ability to pay your insurance copay is an optional step during PreCheck-In. You can use a credit card that you’ve previously saved to your eWallet in MyChart, or add a new method of payment.

Completing this step will pre-authorize your card for payment, and the card will not be charged until your appointment is complete.

How does document signature work?

During PreCheck-In, you will be able to view any forms that you need your signatures, such as our privacy practices or informed consent documents. You can then add an electronic signature to confirm that you have reviewed the information.

To electronically sign documents, you will need to complete all required fields, including providing your home and cell phone numbers. If you are using the MyChart mobile app, you may need to swipe to the side to find these fields.

Mobile Check-In

Can I check in online for my upcoming appointment?

We’re now offering the ability to complete the check-in process through both the MyClevelandClinic and MyChart mobile apps.* Mobile Check-In is an optional step that notifies your care team when you arrive for your appointment, allowing you to skip the line at the front desk.

It is important to note that in order to access this step, you must download either the MyClevelandClinic or the MyChart mobile app and complete the steps below prior to arriving for your appointment.

*Nevada locations and select departments are excluded.

How do I complete mobile check-in?

You must complete the PreCheck-In process first, available up to seven days ahead of time. Once PreCheck-In is complete, the Mobile Check-In step will be available up to 15 minutes before your appointment. Please do not complete Mobile Check-In before you have arrived in the lobby or waiting area for your visit. If you have multiple appointments on the same day, you will need to check in for each one individually.

  1. If you haven’t already, download the MyClevelandClinic or MyChart mobile app.
  2. Log in to your MyChart account through the app or website and complete PreCheck-In up to seven days before your appointment.
  3. When prompted, or in your mobile app settings, make sure you have turned on the following features:
    • Appointment Arrival (turning on this setting will prompt you to enable location services on your mobile device).
    • Notifications
  4. When you reach your appointment location, a pop-up will display to confirm you have arrived. Tap I’m Here.
    • Please wait to complete this step until you have arrived in the waiting room or lobby for your visit.
    • If you do not have location services enabled, locate your appointment on the home screen of the app and tap I’m Here.
  5. Tap OK and head to your appointment. Some departments may ask to see confirmation of check-in on your device.

Billing and Payment Plans

What are my options for online bill payment?

Manage your account securely and electronically through the MyChart website and mobile app:

  • View your monthly statements and pay your bills, including those of family members under the age of 18 for whom you are responsible.
  • Use a credit card or checking account, and save this information securely for future use.
  • Pay the full account balance at once or a portion.
  • Create or update payment plans with monthly auto-payment.
  • Review all previous payment details.
  • Pay as a guest on the login page if you do not wish to create an account.

How do I create or adjust a payment plan?

Once your statement is available, you will have the option to create a payment plan from your Account Summary in MyChart. Creating a payment plan means a set amount will be automatically charged to your credit card or deducted from your bank account on the same date each month.

You will be able to choose the amount and the date; however, the system will require a minimum payment based on the total amount owed.

You may also update an existing payment plan by changing the monthly amount, payment date, and/or payment method.

Please note the following:

  • New balance amounts may be automatically added to your payment plan, which will increase the length of time needed to complete it. The monthly amount paid will not change.
  • Large balances that would require an increase in your monthly payment amount are not automatically added to an existing payment plan.
  • All balance amounts that have not been included in a payment plan should be paid by the due date indicated on the statement.
  • If you have any questions regarding your payment plan or billing statement, please contact customer service at 866.621.6385.

Paperless Billing Statements

What does it mean when you say, “transitioning to paperless statements?”

Your billing statements will default to paperless for Cleveland Clinic MyChart users who are responsible for an account(s). We’ll send your statements electronically via MyChart instead of by mail. If you prefer to keep paper statements, you can log in to MyChart and choose to keep getting paper statements.

What if I want to continue receiving paper statements?

You can easily opt-out of getting paperless statements using your MyChart mobile app or by visiting the MyChart website.

To opt out and keep getting paper statements, please follow these instructions:

  1. Click the Menu button and choose Account Summary.
  2. Select the Cancel Paperless Billinglink at the bottom of the Billing Summary page.
  3. Confirm that you want to cancel paperless billing.

What happens if I don’t realize that I have a statement ready for payment in MyChart and I miss the due date?

If your payment is 60 days past due, we’ll automatically switch your billing statement back to paper, and you’ll receive a paper copy in the mail.

What if I try paperless statements and don’t like it? Can I go back to getting paper statements?

Yes, you can opt-out of receiving paperless statements. You can do this in your MyChart mobile app or MyChart website.

To opt out and keep getting paper statements, please follow these instructions:

  1. Click the Menu button and choose Account Summary.
  2. Select the Cancel Paperless Billinglink at the bottom of the Billing Summary page.
  3. Confirm that you want to cancel paperless billing.

I’m still receiving paper billing statements from radiology, anesthesiology and certain laboratory services. I thought all statements would be paperless?

Cleveland Clinic contracts with outside healthcare providers for some services. These include — but aren’t limited to — radiology, anesthesiology and certain laboratory services. For these services, you’ll continue to receive paper statements unless you have made prior arrangements with those outside providers.

I need help opting out of paperless billing. Is there someone I can call for assistance?

Yes, Cleveland Clinic customer service representatives can help you opt out of paperless billing. Call 216.445.6249 or toll-free at 866.621.6385 after Sept. 1, 2022.

My children and/or parents have accounts, but I’m responsible for their bills. Will they receive billing statements, or will the statements come to me?

If your child is under the age of 18, and you’re responsible for their account, you’ll receive the billing statement. Anyone age 18 and over will be sent their statements directly unless you are the person responsible for the account (guarantor). If the patient is enrolled in MyChart, we’ll automatically transition them to paperless billing on Sept. 1, 2022.

What if my email address changes?

If you change your email address, you’ll need to update it in your MyChart account information using the MyChart mobile app or the MyChart website.

To change your email address in MyChart, please follow these instructions:

  1. Click the Menu button and choose Personal Information.
  2. Select the Editlink at the bottom of the Contact Information box.
  3. Edit your email address and click the Save button.

What if I forgot my MyChart username or password?

You can easily recover your MyChart username or reset your MyChart password using your MyChart mobile app or by visiting the MyChart website.

To recover your MyChart username, please follow these instructions

  1. Navigate to MyChart.
  2. Select the Forgot Username?.
  3. Enter your personal information requested.
  4. Click Submit.

Your username will be sent to the e-mail address on file with your account.

To reset your MyChart password, please follow these instructions:

  1. Navigate to MyChart.
  2. Select the Forgot password?.
  3. Enter your MyChart username and your Date of Birth.
  4. Click Next.
  5. Proceed through the steps to Verify Your Identity.
  6. Enter your new password.
  7. Retype your new password.
  8. Click Next.

Mobile App

Can I receive notifications through the mobile app?

Yes, mobile app users may opt to receive push notifications on their mobile device when there is new information to view. These notifications will not contain any personal health information.

Can I use my fingerprint or passcode to log in to the mobile app?

Yes, Apple® device users can opt to use a four-digit passcode or fingerprint Touch ID instead of their ID and password to log in to the app, on their Apple devices with iOS version 7 or higher. A passcode is required to log in on the Apple Watch®.

Communicating with Your Care Team

Can I message my Cleveland Clinic provider?

You can send a secure message to your established provider regarding a non-urgent medical concern with Message My Doctor’s Office. A member of your healthcare team will respond within three business days. An established provider is a provider that you have seen within the last three years.

Message My Doctor’s Office cannot be used to receive a diagnosis. Please schedule an appointment to address a new health issue.

  • Find more tips on using Message My Doctor’s office.

If you are experiencing an urgent medical problem, call 911 or your physician's office immediately.

Will I get billed for MyChart messages?

Starting November 17, 2022, some MyChart messages will now be billed to your insurance. These are messages that take a longer amount of time for your provider to answer. They might also require your provider to dive into your medical history or look into changes to your treatment plan. MyChart questions like scheduling an appointment, getting a prescription refill or checking in after a procedure will continue to be free.

Why are some messages billed to insurance?

MyChart messaging has become a popular way to seek care at your convenience, saving time spent in the office or connecting through a video visit. The number of messages from patients seeking complex medical advice has increased drastically in recent years, and our providers spend a significant amount of time each day responding to these messages.

Insurance companies, Medicaid and Medicare recognize that messaging is another way for patients to receive care. Messages that require more than 5 minutes of your provider’s time and expertise are considered a form of telehealth and will be treated as such.

It is important to understand that most messages sent through MyChart are handled quickly and will not be billed to insurance. If your message is billed to your insurance, you may not be charged or may see a low out-of-pocket cost.

What types of providers will bill for messages?

You will only ever be billed by a provider who is licensed to practice medicine without direction. This means you will not be billed when a clinician such as a registered nurse, social worker, or resident physician replies to your message. The kinds of providers who are currently billing for MyChart messages include:

  • Certified nurse midwives.
  • Licensed clinical psychologists (Ohio only).
  • Nurse practitioners / Clinical nurse specialists.
  • Physician assistants.
  • Physicians.
  • Optometrists.

Will I be billed for messages from my care coordinator?

No. Messages related to your Chronic Care Management program or other care coordination services will not be billed, as these communications are managed by nurses and social workers.

Will I be billed when my provider sends the first message?

You will not be billed when your provider initiates a message exchange with you. However, if you reply with a question about a new problem unrelated to the original conversation, the response may be billed if it takes more than five minutes for your provider to answer.

Additionally, you will not be billed for submitting requested information such as home monitoring data (for example, blood pressure readings) or for completing questionnaires.

What if I have questions about my bill or need financial assistance?

Visit our Billing and Finance page for more information and to contact a customer service representative.

Will someone answer my MyChart message 24/7?

Our providers will do their best to answer your questions quickly. However, there are certain times when you won’t get a response. Our providers won’t respond to messages on nights, weekends or holidays. MyChart messages are not for urgent issues. If you have an emergency, please call 911 or go to your local emergency department.

Will my provider contact me through MyChart?

Your provider may add a comment within your test results or send a secure message to help you understand what the results mean. They may also recommend that you make a follow-up appointment, provide you with additional instructions, or ask you to call the office to discuss your test results.

Your Medical Record

My Preventive Care recommendations don't seem right to me, what should I do?

Preventive Care procedures are suggested based on your age and gender, and in some cases, your individual health conditions. You are encouraged to discuss this information with your provider during your visit, and they can update any recommendations that may not apply to your specific situation.

If you see that you are overdue for a regularly scheduled Preventive Care item, you can request an appointment through the Request An Appointment feature.

How do I view clinical notes?

Most types of provider notes* are accessible in MyChart. To view them, click on a past visit or hospital stay within Upcoming and Past Appointments in the Appointments menu, or click Admissions & Visit Summary/Visit Notes in the Health menu. On the mobile app, tap the Appointments icon and select a past visit or hospital stay.

Notes are written in a way for your doctor and other health professionals on your care team to quickly understand your current health status. For help understanding your notes, review a list of common medical terms and abbreviations.

Although patient education is not the purpose of clinical notes, we hope that the release of this information will allow you to become more involved and knowledgeable regarding your healthcare.

*At this time, Behavioral Health / Psychiatry notes are not released to MyChart.

  • Learn more about Progress Notes.

How do I view my orders?

Click Upcoming Orders in the Appointments Menu. Standing and Future orders will display. Other tests ordered by your physician may appear in your After Visit Summary located in the Past Appointments menu.

A Standing Orderis a series of two or more of the same test, to be completed at a specified frequency (for example, once a month).

A Future Orderis a test to be completed within a time frame specified by your provider.

If a date displays in the expected date column, your provider would like for you to complete testing on the date indicated or a couple of days after this date.

If no date displays in the expected date column and the testing was not completed at the time of your office visit, contact your provider to determine when the testing should be completed.

Be sure to follow any instructions your provider gives you regarding your orders. If you have any questions regarding the best date to complete your tests, contact your provider’s office.

How do I download or send my Visit Summary?

You may download or send your Visit Summary from a past appointment, emergency department visit, or hospital stay. In the Health menu, click My Document Center, and select Visit Records. In this section, you may download one or multiple visit summaries at one time, and you may send these summaries to a provider outside of Cleveland Clinic.

How do I get the complete set of my medical records?

My Document Center allows you to request the release of up to 50 pages of your medical record to your account. You may obtain your complete medical record by contactingHealth Information Management.

Although Cleveland Clinic makes every effort to provide your medical records as quickly as possible, the HIPAA Privacy Rule gives Cleveland Clinic up to 30 days to respond to your request for medical records. If we are not able to respond within 30 days of receipt of your request, we will notify you in writing of the delay.

Records released to your account will be available for 30 days to download, view, print, or save to another location.

At this time, the option to send your child’s medical records to your account is not available. Please contact HIM for these requests at 216.444.5580.

Test Results

When are my results released?

At Cleveland Clinic we consider patients a part of the care team, and timely access to your health information is an important part of the decision-making process.

In our commitment to transparency, patients have access to most test results as soon as they are available. Certain types of results, such as biopsies, are released after a short delay.

These results and notes could include sensitive information such as a cancer diagnosis or the sex of your baby. You always have the choice to wait to view your information in MyChart until you speak with your provider.

Can I see my radiology images?

The text portion of your radiology imaging report can be viewed in Test Results. The actual radiology images are not available at this time. Contact the Radiology Department to request copies of your images (for example, X-Rays or CT Scans).

Medications

Why don't all my medications appear in my list?

Your medication list will only show current prescriptions, discontinued medications are not included. Prescriptions from healthcare providers outside of Cleveland Clinic will not appear unless they are documented by your Cleveland Clinic provider.

How do I renew prescriptions?

You may submit a renewal request when you are out of refills for a medication that has been prescribed by a Cleveland Clinic provider. You should provide the following information for a prescription renewal:

  • Your preferred pharmacy.
  • The number of pills (30 or 90 day supply).
  • The number of refills for the prescription.
  • The method by which the renewal should be processed (i.e., should it be sent to the pharmacy or mailed to your home).
  • Any new allergies that you have experienced.

Every attempt is made to process prescription renewals within 48 hours during normal business hours. If you submit your request on a weekend or holiday, it will be received the next business day.

How do I refill prescriptions?

If your prescription is on file at a Cleveland Clinic outpatient pharmacy, you can request refills through MyChart, using the same process to request a renewal. This will send the request directly to the pharmacy, and you will be contacted by phone or text message when your medication is ready for pick-up. If you are out of refills for your medication, your request will be sent to your provider for a renewal. Please note: Refills for Cleveland Clinic mail-order pharmacies cannot be requested in MyChart.

Information From Other Organizations

What types of information can I see from organizations outside of Cleveland Clinic?

Many healthcare organizations participate in an information-sharing initiative that will allow you to view your information from other healthcare providers within your Cleveland Clinic MyChart account.

  • You will be able to view your medications, allergies, and health issues from other participating organizations.
  • You will also be able to see a list of your current physicians and providers in your Care Team.
  • If you have signed up for MyChart at other participating organizations, you will be able to see test results, view and send messages, and view appointments.

Why don’t I see information from all of my healthcare organizations?

There are a few reasons why you may not see health information you expected to appear:

  • Not all healthcare organizations are currently participating in this information-sharing initiative.
  • You are not signed up for MyChart at another organization.
    • Having an active MyChart account with a participating organization will enable you to view additional types of information in your Cleveland Clinic MyChart account.
  • You did not give consent to link your accounts when prompted.
    • Access the Manage My Accounts section in the Profile menu, and a list of available organizations for which you have health information will display. Click “Link” to add the organization to your Cleveland Clinic MyChart account.

Can I unlink my MyChart accounts?

Yes. The Manage My Accounts section in the Profile menu allows you to link and unlink your MyChart accounts from other organizations.

Updating Your Health Information

How do I submit updates to my health information?

To submit a request to add a new item:

  1. Click the while in the Current Health Issues, Allergies, or Medications section.
  2. In the search box, type in the first few words of your health issue, allergy, or medication, and clicksearch.
  3. Select the option from the search results that is the best fit for your individual situation.
  4. For allergies, select all reactions that occur when you come into contact with the substance you are allergic to.
  5. In the comment section, add details that will help your provider understand your request.
    For example, to add lower back pain as a problem: “It started in 2012 after injury, tried physical therapy without success. Surgery on lower back in 2017 did not completely resolve the pain, currently treating with Tylenol which only moderately helps to decrease the pain.”
  6. Click Accept.

To request to delete an item:

  1. Click the minus icon next to the item you would like your provider to remove.
  2. In the text box, please enter additional information for your provider to better understand why this health issue should be removed from your list.
    For example, to remove Plantar Fasciitis from your problem list: “I was treated in 2015 with physical therapy and shoe inserts. I no longer have pain or inflammation upon walking or exercising.”

If you feel that an item was added to your record in error, please contact the Cleveland Clinic Privacy Office at 216.444.1709 or toll-free at 800.223.2273, extension 41709.

What types of health issues should be included on my list?

The Current Health Issues section displays what is called the “Problem List” in your Cleveland Clinic electronic medical record. Your Problem List contains the ongoing health issues that currently affect your well-being, and does not include temporary health concerns such as a urinary tract infection or the flu.

  • Find for more information on the Problem List and how your providers use this information to manage your care.

How is an allergy defined for addition to my list?

Allergies are your body's reaction to a substance it views as a harmful “invader.” For example, coming into contact with what is normally a harmless substance, such as pollen, might cause the immune system (the body's defense system) to react. Substances that cause these reactions are called allergens.

For more information:

  • What is a drug allergy?
  • What is a food allergy?

Managing Appointments

Why are only a limited number of providers available when I use the Schedule My Appointment or Request an Appointment features?

Schedule My Appointment enables you to view your established provider’s open schedule and instantly book an appointment online. This feature is available for select specialty departments, and internal medicine, family medicine, and pediatrics.

Request an Appointment is available for all departments with your established providers, and enables you to select your preferred dates and times, or request the first available appointment. An appointment scheduler will book the appointment for you and send a secure message with the appointment details.

An established provider is a provider you have seen in the last three years.

Adding Your Loved Ones

How may I view a family member or loved one’s information?

MyChart users can add their loved ones to their personal MyChart account, which allows:

  • Parents or court-appointed guardians of minor children (age 17 years and younger) to manage their healthcare online.
  • Court-appointed guardians of dependent adults to manage their healthcare online.
  • Family members or caregivers of adults who provide legal authorization to manage their healthcare online.

You do not have to be a current Cleveland Clinic patient in order to access your loved ones' information. When pediatric patients turn 18 years old, MyChart access is automatically removed from the parent's account.

Access Your Child’s MyChart

  • Option 1: To request access online, log in to your account and select Request Family Access in the Messaging menu.
  • Option 2: Ask for access to your child’s account when scheduling your next appointment or ask for assistance at your pediatrician’s office.
  • Option 3: Complete and submit these forms and the appropriate documentation (submission instructions are included):
    • Parent or court-appointed guardian of a minor patient.

Access an Adult’s MyChart

  • Option 1: If you are authorizing a loved one to access your MyChart account, use the Share My Record feature in the Health menu.
  • Option 2: Complete and submit the appropriate forms and documentation (submission instructions are included):
    • Caregiver of an adult patient who is authorizing them to access their MyChart Account.
    • Court-appointed guardian of an adult patient.

Can I give a family member or loved one access to my information?

If you’d like, you may authorize a loved one to access your MyChart account. Visit the Share My Record page from the Health menu to grant access and send an invitation.

My Personal Information

How do I find my medical record number (MRN)?

You can find your medical record number (MRN) on your After Visit Summary, which is the print-out that is handed to you at the end of your visit.

MyChart en Español

¿Puedo acceder a MyChart en español?

MyChart de Cleveland Clinic ahora está disponible en español. MyChart es una herramienta segura de gestión de la salud en línea que le permite acceder de forma segura a la información médica personalizada en cualquier momento, ya sea de día o de noche.

  • Envíe un mensaje al consultorio de su médico
  • Reciba los resultados de las pruebas
  • Renueve las recetas
  • Tenga una visita virtual con su proveedor
  • Solicite y programe citas
  • Reprograme la cita si se dispone de una fecha anterior
  • Realice las tareas previas a la cita antes de su llegada
  • Consulte las notas de avance de pacientes ambulatorios
  • Pague sus facturas
  • Gestione la atención médica de sus seres queridos.

¿Cómo accedo a MyChart en español?

En el sitio web de MyChart, haga clic en el enlace “Ver en español” en la esquina superior derecha. La aplicación móvil de MyChart se mostrará automáticamente en español si su dispositivo móvil está configurado en español.

¿Cómo puedo inscribirme en MyChart?

Hay dos formas convenientes de establecer su cuenta personal de MyChart:

Haga clic en el botón “Inscripción en MyChart” que aparece arriba y complete el formulario en línea introduciendo la información solicitada. (Tenga en cuenta que la información que proporcione es confidencial y se procesará a través de nuestro sitio web seguro). Se verificará su información; luego, se le enviará un código de activación de MyChart especial de un solo uso por correo electrónico. Una vez que reciba su código de activación de un solo uso, utilícelo para activar su cuenta de MyChart.

En su próxima visita, siempre y cuando tengamos su dirección de correo electrónico en el archivo, recibirá un enlace de activación personalizado para activar de forma rápida y segura su cuenta. El correo electrónico llegará cuando programe una cita, se registre para su visita o cuando reciba el alta hospitalaria o del departamento de emergencias.

¿Se traducirá toda mi información médica?

Su información médica y las instrucciones de los miembros de su equipo de atención (por ejemplo: informes de imágenes, notas de avance del médico e instrucciones de medicamentos) no se traducirán al español. Se traducirán los encabezados, títulos e instrucciones de navegación.

¿Puedo activar MyChart para un ser querido?

Los usuarios de MyChart pueden añadir a sus seres queridos a su cuenta personal de MyChart, y usted no tiene que ser un paciente actual de Cleveland Clinic para acceder a su información. A continuación, encontrará instrucciones para solicitar el acceso a la administración de la atención médica de sus seres queridos a través de MyChart.
Complete y envíe estos formularios:

  • Padre/madre o tutor designado por el tribunal de un paciente menor
  • Tutor designado por el tribunal de un paciente adulto
  • Cuidador de un paciente adulto que lo autoriza a acceder a su cuenta de MyChart

Para enviar una solicitud electrónica para agregar a su hijo a su cuenta MyChart, seleccione “Solicitar acceso de la familia” en el menú de Mensajes. También puede pedir el acceso a la cuenta de su hijo en la recepción en su próxima cita.

Para autorizar a otro adulto a acceder a su cuenta MyChart, seleccione la opción “Compartir mi registro” en el menú de Salud.

¿Puedo enviarle mensajes a mi médico en español?

En este momento, todos los mensajes enviados al consultorio de su médico deben estar en inglés. Si necesita hablar con el consultorio de su médico, solicite un intérprete llamando al Operador de servicios a pacientes internacionales (Global Patient Services Dispatch) al 216.445.7044.

¿Puedo realizar una visita virtual en español?

Para las visitas en vídeo de MyChart, puede solicitar a un intérprete al momento de programar su cita. Este servicio se ofrece sin costo alguno para todos los pacientes de Cleveland Clinic. Para obtener más información, llame al Operador de servicios a pacientes internacionales al 216.445.7044.

En este momento, las visitas electrónicas de MyChart no se ofrecen en español.

Martin Health MyChart Transition

Martin Health has transitioned to the same electronic health record used by the rest of the Cleveland Clinic health system. This means that your health information is in one medical record, no matter which Cleveland Clinic location you visit.

As a part of this changeover, Martin Health patients will now log in to Cleveland Clinic MyChart. You will have access to the same features you know and love such as appointment scheduling, test results, messaging and more.

Important: Martin Health MyChart will no longer be available as of December 4, 2023, please save any health-related data needed.

All remaining billing statements will be converted to paper and mailed to patients. Patients can continue to pay any remaining bills in the following manner:

  1. Calling Customer Service
    • For hospital charges, dial 772.223.5680
    • For professional charges, dial 772.223.2832
  2. Visit martinhealth.mysecurebill.com.

Log in to Cleveland Clinic MyChart at mychart.clevelandclinic.org. You can learn more about the Cleveland Clinic MyChart at clevelandclinic.org/mychart.

Will Martin Health MyChart go away?

Martin Health MyChart will continue to be available to pay previous bills until December 4, 2023. At that time, you will no longer be able to access your Martin Health MyChart account. All remaining billing statements will be converted to paper and mailed to patients.

As of April 22, 2023, all new information regarding your care will only be available in Cleveland Clinic MyChart.

How do I access my health information from Martin Health MyChart after Dec. 4, 2023?

Please save any needed health information before Dec. 4 by printing a paper copy or saving documents as a PDF. Look for the printer icon, which can be found within After Visit Summaries, Medications, Immunizations, Test Results, and more.

You can also request electronic or paper copies of your medical records at any time in Cleveland Clinic MyChart. Select Document Center from the main menu.

Where do I pay my bills from previous visits?

Use Cleveland Clinic MyChart to pay bills for visits that occurred on or after April 22, 2023.

Patients can continue to pay any remaining bills for dates of service before April 22, 2023 in the following manner. All remaining billing statements will be converted to paper and mailed to patients.

  1. Calling Customer Service
    • For hospital charges, dial 772.223.5680
    • For professional charges, dial 772.223.2832
  2. Visit martinhealth.mysecurebill.com.

Do I need to register for Cleveland Clinic MyChart?

If you have a Martin Health MyChart account, you do not need to sign up again for Cleveland Clinic MyChart. You will use the same username and password to log into your Cleveland Clinic MyChart account. Log in to Cleveland Clinic MyChart at mychart.clevelandclinic.org.

A small group of patients will need to use a slightly modified username in cases where their username is already taken by another patient. These patients have been notified with login instructions.

If you are brand-new to MyChart you can sign up at mychart.clevelandclinic.org.

Can I schedule appointments?

Yes, MyChart scheduling opportunities will be expanded and enhanced, stay tuned to for new options.

Has my information from Martin Health MyChart been moved to Cleveland Clinic MyChart?

Most test results and provider notes from the last three years are available in your Cleveland Clinic MyChart account. Other historical information will be transitioned over time, such as health issues, allergies, medications, and immunizations. This information will be reviewed and added to your MyChart at your next visit.

Do I still have access to my loved ones’ MyChart accounts through proxy access?

If you previously accessed your loved ones’ information through your Martin Health MyChart account, you can now access their information in Cleveland Clinic MyChart.

Need to add a loved one to your account? Follow these steps.

Will I be billed for messaging my provider in Cleveland Clinic MyChart?

Some MyChart messages will now be billed to your insurance. These are messages that take a longer amount of time for your provider to answer. They might also require your provider to dive into your medical history or look into changes to your treatment plan. MyChart questions like scheduling an appointment, getting a prescription refill or checking in after a procedure will continue to be free. Learn more about potential costs.

Can I have a virtual visit with my provider?

Yes, you will connect to your scheduled video visits through Cleveland Clinic MyChart. MyChart video visits use Zoom™ for Telehealth, which offers a secure, encrypted connection that protects your private information. Find step-by-step instructions to prepare for your visit here.

We also offer on-demand virtual visits for non-emergency concerns. Learn more.

Will my personal settings stay the same?

Your personal settings such as your photo, nickname, paperless billing, are the same in Cleveland Clinic MyChart. You can adjust them at any time.

How do I log in through the MyChart mobile app?

To switch from Martin Health MyChart to Cleveland Clinic MyChart:

  1. Open the MyChart app.
  2. Tap Switch Organizations.
  3. Tap Add organization.
  4. Scroll down and select Cleveland Clinic MyChart.

What is MyClevelandClinic®?

To improve the patient experience, we have consolidated our Cleveland Clinic mobile apps into one app called MyClevelandClinic. You can use the app to access your Cleveland Clinic MyChart account, virtual visits and more. Learn more or download the app to access the Cleveland Clinic services you trust from a single source.

What if I have questions or need assistance?

Please contact MyChart Support at 866.915.3383.

MyChart Frequently Asked Questions | Cleveland Clinic (2024)
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