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FAQ

Frequently Asked Questions

First Time Users

Login Issues

Contacting Your Doctor

Proxy Access

Technical Issues



How can MyHealth Online assist me?

MyHealth Online gives you access to your personal health information. You will be able to:

  • Send and receive secure messages from your physician's office
  • Get Medical Advice from providers you have had office visits with (you can also include pictures)
  • Request an appointment or follow-up appointment
  • View details of upcoming or past appointments, including after visit summaries (a set of patient instructions given to you after your visit)
  • Review test results
  • View current medications, request prescription renewals for medications that have run out of refills
  • Review allergy information
  • Review immunization records
  • View letters written by your physicians
  • Securely communicate on behalf of a family member or loved one or have a loved one manage your information. Learn more: Proxy Access Guidelines
  • Update personal information and all guarantors' information (click on "Preference" from the left-hand navigation options)
  • Review health maintenance issues

What do I need in order to access MyHealth Online?

To access MyHealth Online, you need:

  • internet access and a working e-mail account that you check regularly
  • to accept the Terms and Conditions statement
  • an internet browser that meets below minimum version and setting requirements:
    • Internet Explorer 9 (or higher)
    • Chrome 38 (or higher)
    • Firefox 33 (or higher)
    • Safari 6 (or higher)
    • Session cookies enabled
    • Javascript enabled
    • 128-bit SSL / TLS 1.2 capability

      We recommend using a current, up-to-date browser.

To learn more about encryption and how to check your current browser's encryption strength, read our Security FAQs.

How do I sign up for MyHealth Online?

All patients who are eligible to participate in MyHealth Online may send an application electronically from our website, or sign up during an office visit.

What is an access code?

When you request a MyHealth Online account, we generate a one-time use access code which allows you to set up your new account and create your own unique MyHealth Online ID (username) and password. If you have an access code, complete the sign up process here.

Once you create your MyHealth Online ID (username) and password, the access code is no longer needed and you can discard it. Use the MyHealth Online ID (username) and password you created to log into MyHealth Online.

If you have forgotten your MyHealth Online ID (username), you can recover it here. You cannot change your existing Online ID. Once you have an Online ID (username) you do not ever need to apply for a new account.

If you have forgotten your password, please use the password reset page.

My access code doesn't work what should I do?

It's possible your access code has expired. Codes expire after 60 days as a security precaution.
Please contact us for directions on obtaining a new access code, or use our online application form. We will e-mail you a new one.

If you have already created your MyHealth Online ID (username) and password (if you have ever logged into MyHealth), the access code is invalid and unnecessary. Have you have forgotten your user Online ID?

How can I be sure that no one else is looking at my medical information?

Your MyHealth Online ID (username) and password are essential to protecting the confidentiality of your information. We highly recommend using a strong password which:

  • does not contain your user name, real name, company name, or a complete word
  • is significantly different from previous passwords
  • contains a mix of upper and lower case letters, numbers and symbols.

You create your own MyHealth Online ID (username) and password; it is your responsibility to keep your password confidential. You should not share this information with anyone else. If you believe that your password has been compromised, please change it immediately.

You can change your password online at any time. Log into MyHealth, select "Preferences," then "Change Password" from the top navigation options.

The MyHealth web site is encrypted, so no information is identifiable in transit between our severs and your browser. We recommend accessing the web site from a trusted physical location and network connection.

Note: Some new "apps" may ask you to share your MyHealth Online username and password in order to share your health information more easily, or get advice on how to take better care of yourself. We are concerned that this could lead to unauthorized use of your health information and at this time we do not recommend sharing your username and password.

When I try to login, I get a message that states "login unsuccessful"

  • On your keyboard, make sure your Caps Lock key is not on.
    Your password is case sensitive (your username is not case sensitive).
  • Make sure you do not enter extra spaces in either the MyHealth Online ID (username) or password fields
  • Be sure you are not using your access code. Your access code is not your MyHealth Online ID (username) or password. It's a one-time code that it used to activate your account during initial set-up and enables you to create your MyHealth Online ID (username) and password.
  • If you have locked/disabled your account after 5 incorrect login attempts, please submit an unlock request and we will unlock it for you.

My account has been disabled/locked out

For your protection, your account will be temporarily locked after 5 incorrect login attempts. To unlock your account, please submit an unlock request and we will unlock it for you. Please include your full name, date of birth, mailing and email address.

If you have forgotten your password AND your account is locked, your please use the password reset option AFTER your account has been unlocked. Passwords are case-sensitive.

What should I do if I forget my MyHealth Online ID (username)?

If you have Forgot MyHealth Online ID, we will e-mail your ID to you. Your home address must be updated in our system in order to use this functionality. (Please do not apply for a new account if you've ever logged into MyHealth).

What should I do if I forget my password?

If you have forgotten your password, please use the password reset page to reset your password. You must know your MyHeallth ID (username) and have setup a security question in order to use this functionality.

We highly recommend using a strong password which:

  • does not contain your user name, real name, company name, or a complete word
  • is significantly different from previous passwords
  • contains a mix of upper and lower case letters, numbers and symbols.

I have completed my online application, but haven't heard anything. How do I check the status of my request?

Processing your application usually takes one to three business days. If you have not received your access code by then, please contact us.

I am not receiving notification emails of new activity in my account.
I have not received a MyHealth application approval notice.

A notification email is a system-generated message that gets automatically sent out to your email address whenever there is activity in your MyHealth Online account. The activity can include an approval notice, which provides you with instructions on how to set-up your account, an updated lab result or an email message from a provider or staff member.

There are several reasons why you may not receive our notification emails:

  • Spamblocker - You may not receive these notification messages due to a spamblocker on your email account. One way to prevent our messages from going into your junk/bulk email folder is to add our email address to your address book and/or safe-senders list.
    Our emails will come from: DoNotReply-MyHealth@AtriusHealth.org and MyHealth@AtriusHealth.org.
  • Incorrect Email Address - We do not have your updated email address, or it is incorrect. To update your email address log into your MyHealth Online account, select "Preferences" from the top navigation menu and choose "Update E-mail Address" from the drop down menu.
  • Firewall - Your computer may have a firewall set-up on the system. An anti-spam/anti-virus appliance/program may block unknown email from your inbox. In this case you would be required to make an exception to receive emails from DoNotReply-MyHealth@AtriusHealth.org and MyHealth@AtriusHealth.org.

I was typing a message and needed to step away for a moment. When I returned I found I was logged out of MyHealth Online.

If you appear idle for 20 minutes, you will automatically be logged out of MyHealth Online to protect your privacy. The time limit is reset every time our servers detect activity from you, such as clicking a link (but NOT if typing a message).

If you get timed-out, information you have typed will be lost. If you are composing a message that may take more than 20 minutes to complete, we suggest you write it elsewhere (i.e., Microsoft Word or Notepad), then copy and paste the text into a MyHealth message.

We recommend that you do not leave your MyHealth Online account open if you are called away. Make it a practice to always log out. MyHealth Online will warn you when you session will expire soon:

If you do not see this warning you may have a pop-up blocker enabled on your computer. Please update the required settings in your browser so that you receive pop-up messages from MyHealth.AtriusHealth.org.

My labs were resulted, but I do not see them on my account.

Most labs are automatically released, with the exception of sensitive labs. Please contact the ordering physicians office to let them know that you would like to see your lab results. You can contact your physician's office by logging into your MyHealth Online account and sending a "Get Medical Advice" message to the physician who ordered your labs, or by telephone. Not all test results are viewable in MyHealth Online. Any test results considered to be sensitive will not be released to MyHealth Online - you will be contacted directly with these results. Because many tests are auto-released, tests may be available to you in MyHealth before your provider has reviewed them.

To View Labs on your account:

"Get Medical Advice" or "Request an Appointment" do not show my provider on the drop down menus.

You must have had an appointment with the provider within the past three (3) years, or have a scheduled "office visit" within the next six (6) months in order to see that provider's name in the drop down menu. Please contact the office via telephone directly in order to schedule new appointments. After your initial office visit, you will see the provider listed on both the Appointment Request and Get Medical Advice drop down menus.

How soon can I expect a response to my email message that I've sent through MyHealth Online?

Your providers office will make every effort to respond to your messages within 24 - 48 business hours. Please do not expect prompt replies to your messages over weekends or holidays. If you need to speak with a provider sooner, please call the office directly. Urgent matters should not be dealt with via MyHealth Online.

You will receive email notifications of new MyHealth activity (new messages, letters or test results). You should add these email addresses to your address book and/or safe-senders list:
DoNotReply-MyHealth@AtriusHealth.org and MyHealth@AtriusHealth.org.

What is Proxy Access?

Proxy access allows someone to view another person's medical information, typically a family member, and communicate with physician office's on their behalf. Access is granted once a signed paper authorization form has been completed and processed by the patients primary care site location.
Learn more about proxy access and download proxy request forms.

I have been given proxy access, but don't know how to view the patient's information

  • Login to your own MyHealth Online account with your own MyHealth Online ID (username) and password.
  • The first names of patients you have proxy access to show in proxy tabs at the right of the page after logging in. You will always log in with your own credentials, logging into your own account, to view your proxies. Click on a proxy tab to view that person's information.

    In the screen shot below, "Jennifer" is logged into her own account, and has proxy access to her husband "Dave" and her daughter "Clare". You can edit the tab names, colors and photos by clicking the "wrench" icon below the proxy tabs. (information shown is not an actual patient)

Can I renew a prescription using MyHealth Online?

If your prescription has run out of refills, you can use MyHealth Online to send a request to your provider's office to renew the prescription. Your physician's office will process your request for a prescription renewal within 2 business days.

Can I request a prescription refill using MyHealth Online?

No. You cannot request prescription refills using MyHealth Online. Please contact your pharmacy directly to order prescription refills.
If you have zero refills left, you can request a prescription renewal using MyHealth Online or the MyChart mobile app.

How do I download my health information?

You can download your health information to your computer or storage media. Click "My Medical Record" on the top navigation menu, then select "Download My Record."

    (information shown is not an actual patient)

This health summary is not your full electronic medical record. It contains your Allergies, Current Medications, Current Health Issues, Immunizations, and Test Results as you see them at this time in MyHealth. We recommend you password protect your download summary (encrypted), but you do have the option to download it without password protection (unencrypted - not recommended). It may be useful to have an unencrypted format so that family members, care-takers or healthcare professionals can quickly access information in an emergency situation. There is a sequence of steps required to download and view your MyHealth summary, outlined in our Download Summary Instructions.

You can also download a summary of just one visit.
Do do this, click on the "Appointments" menu, then select "Past Appointments."
Click the "disk" icon on the row of the appointment you'd like to download.

    (information shown is not an actual patient)

MyHealth Online communication is not intended to replace an office visit and should only be used for routine and non-urgent matters. Please do not send messages through MyHealth Online that require urgent attention. For any urgent medical matters, please contact your clinician's office by telephone.