MyChart Frequently Asked Questions

General Questions
What if I need help?
What are hyperlinks?
MyChart Mobile App
Is there a Mobile App for MyChart?
Can I receive MyChart notifications through the Mobile App?
Can I use my fingerprint or passcode to log in to the MyChart Mobile App?
Communicating with Your Healthcare Team
Will my provider contact me through MyChart?
How do I communicate my medical concerns?
Can I message my Cleveland Clinic provider through MyChart?
Can I use MyChart to receive a diagnosis for a health issue?
Your Medical Record
Can I message my Cleveland Clinic provider through MyChart?
Can I use MyChart to receive a diagnosis for a health issue?
Why don't all of my health issues show up in MyChart?
My Preventive Care recommendations don't seem right to me, what do I need to do?
Why is the "Last Done" date on a Preventive Care procedure wrong?
How do I view my Progress Notes?
How do I View My orders?
How do I download or send my Visit Summary?
Information from other organizations
What types of information can I see in MyChart from organizations outside of Cleveland Clinic?
Why don’t I see information from all of my healthcare organizations?
Can I unlink my MyChart accounts?
Update Select Health Info
How do I submit updates to my Current Health Issues, Allergies, or Medications?
What types of health issues should be included on this list?
What types of allergies should be included on my list?
Appointments
Who sees my request for an appointment or an appointment cancellation?
What is the difference between Schedule My Appointment and Request an Appointment?
Why are only a limited number of providers available when I use the Schedule My Appointment or Request an Appointment features?
Medications
Why don't all my medications show up in my MyChart record?
What information should I provide for a prescription renewal?
How long does it take if I request a prescription renewal through MyChart?
Why do some of my medications listed say "Contact your prescribing provider" where the doctor's name should be?
Why is the "Request a renewal" link missing for some of my medications?
Why are some of my medications missing from the list on the "Request Rx Renewal" page?
MyChart for Your Loved Ones
How may I view a family member or loved one’s health record in MyChart?
Test Results
How do I see my test results?
When are my results released to MyChart?
I had a test a week ago but I don't see the results. Why?
I see some test results but not all of them from all of my physicians. Why?
Can I see radiology images through MyChart?
How do I get the complete set of my medical records?
Patient Photos in the Electronic Medical Record
Why are you including photos in the electronic medical record?
What are the requirements for a patient photo?
How do I upload a photograph?
What types of picture files can I upload?
Who can see my photograph?
Are there protections regarding the sharing of my photograph?
Can I upload a photo using the MyChart mobile app?
My Password and My Personal Information
How do I find my Clinic Number or Account Number?
What is the security question used for?
How do I set up or change my security question and answer?
How can I update my telephone number in MyChart?
How can I update my address in MyChart?
Why do I have to have an email address to use MyChart?
I don't have an email address, how do I get one?
How can I update my email address in MyChart?
MyChart Central / Lucy
What is the benefit to signing up for MyChartCentral and Lucy?
What is the difference between MyChartCentral and Lucy?
Is my health information in MyChartCentral and Lucy secure?
How do I sign up for MyChartCentral and Lucy?
How do I access MyChartCentral and Lucy?
Do all healthcare organizations offer MyChartCentral and Lucy?
Why isn’t my health information the same at all of my healthcare organizations?
Does Lucy provide me with my entire medical record from each participating organization?
What if I don’t have multiple MyChart accounts?
Can I view my loved ones' charts in MyChartCentral?
What should I do if the information I see in MyChart or Lucy is wrong?
Can my Cleveland Clinic providers see the information I add to Lucy?
Can I share my medical information from other organizations with Cleveland Clinic using MyChartCentral or Lucy?
How do I download a copy of my medical record through Lucy?
How do I add medical information to Lucy?
How do I upload medical documents to Lucy?
How can I get help if I have a question about MyChartCentral or Lucy?
Troubleshooting
What is my browser information?
I can login to MyChart, but I am automatically logged out once I click on something. What can I do?

General Questions

What if I need help?

By Phone:
You may call MyChart Technical Support at 216.444.1740 or 866.915.3383, 8:00 A.M. through 10:00 P.M. EST Monday through Friday or on weekends from 8:00 A.M. until 4:00 P.M. EST.

Voicemail messages are responded to Monday through Friday from 8:00 A.M.- 4:00 P.M. or by the next business day.

By Email:
Technical Support is also available by email at mychartsupport@ccf.org.

In addition, you may contact Technical Support through your MyChart account by clicking on the "Message Center" menu and selecting "Technical Support".

Email support hours are: 8:00 A.M. through 4:00 P.M. Monday through Friday. Please allow up to two business days for a response.

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Underlined items appearing in blue are hyperlinks to more information. Hyperlinks appearing under the Current Health Issues, Test Results, Immunizations, Allergies, Medications, and Preventive Care sections take you outside of the MyChart application to web pages that specialize in those topics. Some of these links will bring you directly to the specific topic while others will allow you to conduct your own search on a Cleveland Clinic approved website. If you wish to return to MyChart, simply select the "X" or close window icon in the upper right corner of the screen.

The "Last Done" hyperlinks in the Preventive Care section also stay within MyChart and provide a list of dates that the Preventive Care procedure was conducted.

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MyChart Mobile App

Is there a Mobile App for MyChart?

Yes, current MyChart users can download the MyChart mobile application, available at no cost. View test results, medications, immunizations, past and future appointments and more.

The MyChart® mobile application is currently available on the Apple® App StoreSM and the Android Market.

For details and instructions on downloading the app click here.

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Can I receive MyChart notifications through the Mobile App?

Yes, MyChart Mobile App users may opt to receive notifications on their mobile device when there is new information to view in MyChart. These notifications will not contain any personal health information. Review the Quick Reference Guide to learn how to enable and disable these notifications.

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Can I use my fingerprint or passcode to log in to the MyChart Mobile App?

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

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Communicating with Your Healthcare Team

Will my provider contact me through MyChart?

When your provider releases new test results they may add comments within your results or send a secure patient message to help you understand the significance of the test result. They may also recommend that you make a follow-up appointment, provide you with additional instructions, or your provider may ask you to call her or his office to discuss your test results.

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How do I communicate my medical concerns?

The Message My Doctor’s Office feature enables you to send a secure message regarding a non-urgent medical concern to the providers that you are established with and receive a response from a member of the healthcare team within three business days.

An established provider is a provider you have seen in the last fifteen months.

IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

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Can I message my Cleveland Clinic provider through MyChart?

The Message My Doctor’s Office feature enables you to send a secure message regarding a non-urgent medical concern to the providers that you are established with and receive a response from a member of the healthcare team within three business days. An established provider is a provider that you have seen within the last fifteen months.

The Message My Doctor’s Office feature cannot be used to receive a diagnosis. Please schedule an appointment to address a new health issue or complete an eVisit. eVisits are available in MyChart as a convenient, secure way to access Cleveland Clinic Express Care providers for five common ailments.

Click here for more tips on using Message My Doctor’s office in MyChart.

IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

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Can I use MyChart to receive a diagnosis for a health issue?

Yes, for five common, minor ailments. MyChart offers eVisits, a convenient, secure way to access Cleveland Clinic Express Care providers for the following issues:

  • back pain
  • cough
  • urinary tract infection (women only)
  • sinus infection
  • vaginal yeast infection

Simply select Message My Doctor/eVisit in the Message Center to begin. You will be asked to complete a quick series of questions related to your symptom history. A Cleveland Clinic Express Care provider will respond via a secure MyChart message with a diagnosis and treatment instructions within one business day. If medication is prescribed, the prescription order will be sent directly to your preferred pharmacy.

Patients must be 18 and over in order to use this service, and must have seen a Cleveland Clinic provider in the last three years. There is a fee of $20 which will be billed to you directly. This service is not currently covered by insurance.

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Your Medical Record

Why don't all of my health issues show up in MyChart?

Your Health Summary contains the record of health issues and diagnoses for which you are actively being treated. This section will not include short-term diagnoses you are treated for, such as a sinus infection. If you have questions or concerns regarding the health issues listed, please discuss this at your next visit with your provider.

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

Preventive Care procedures are suggested based on your age and gender and in some cases a specific diagnosis you may have. You are encouraged to discuss this information with your provider during your next visit. Your provider can update Preventive Care recommendations that may not apply to your specific situation.

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

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Why is the "Last Done" date on a Preventive Care procedure wrong?

The "Last Done" date on a particular Preventive Care procedure may not have been recorded if the procedure or test was not performed at Cleveland Clinic. If you see a date that is inaccurate for a Preventive Care procedure that was performed at Cleveland Clinic, please discuss it with your provider at your next visit so the record can be updated.

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How do I view my Progress Notes?

Progress notes for your outpatient appointments are available in your After Visit Summary, which can be viewed by clicking on a past appointment in the Appointments menu. You may also access your notes by clicking Visit Summary/Visit Notes in the My Medical Record menu.

It is important to understand that this section of your medical record is written in a way for your doctor and other health professionals on your care team to quickly understand your current medical condition. Because of this, the language may be abbreviated. Please contact your provider if you have a question about information that is included in your After Visit Summary. Click here to learn more about Progress Notes in MyChart.

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How do I View My orders?

Click Upcoming Orders in the Appointments Menu. MyChart will display Standing and Future orders only. Other tests ordered by your physician may appear in your after visit summary located in the Past Appointments menu.

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

A Future Order is a test to be completed within a timeframe specified by your provider.

Please 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, please contact your provider’s office. 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, please contact your provider to determine when the testing should be completed.

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How do I download or send my Visit Summary?

MyChart enables you to download or send your Visit Summary from a past appointment, emergency department visit, or hospital stay. Click Download My Record, under Manage My Health Info in the right-hand menu. 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.

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Information from other organizations

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

  • You will be able to view your medications, allergies, and health issues from other organizations that participate in this information-sharing initiative.
  • If you have signed up for MyChart at these participating organizations, you will also be able to see test results, view and send messages, and view appointments.
  • You will be able to see a list of your current physicians and providers in your Care Team.
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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 Preferences, 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.
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Yes. The Manage My Accounts section within Preferences allows you to link and unlink your MyChart accounts from other organizations.

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Update Select Health Info

How do I submit updates to my Current Health Issues, Allergies, or Medications?

To submit a request to add a new item:

  1. Click the plus sign icon 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 click search.
  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.

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

The Current Health Issues section in MyChart 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.

Click here for more information on your Current Health Issues in MyChart and how your providers use this information to manage your care.

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What types of allergies should be included on 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:

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Appointments

Who sees my request for an appointment or an appointment cancellation?

These requests are routed to appointment schedulers. Your doctor will not see this information. Please do not include any personal health information with an appointment request or an appointment cancellation.

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

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What is the difference between Schedule My Appointment and Request an Appointment?

Schedule My Appointment enables you to view your established primary care provider’s open schedule and book an appointment online in real-time. This feature is available in internal medicine, family medicine, or pediatrics at any of our family health center locations and main campus.

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 in MyChart with the appointment details.

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

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

The Schedule My Appointment feature is available for your established providers in internal medicine, family medicine, or pediatrics at any of our family health center locations and main campus. The Request an Appointment feature is available for all of your established providers. An established provider is a provider you have seen in the last three years.

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Medications

Why don't all my medications show up in my MyChart record?

The Medication List in MyChart will only show current medications. Discontinued medications are not included. Prescriptions written by non-Cleveland Clinic providers also will not appear on your medication list unless they are documented by your Cleveland Clinic provider in your Cleveland Clinic Electronic Medical Record. You will only have the ability to request a renewal for active medications which are prescribed by a Cleveland Clinic provider.

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What information should I provide for a prescription renewal?

Renewal Requests are only available for current medications that have 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 called into the pharmacy or mailed to your home).
  • Any new allergies that you have experienced.
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How long does it take if I request a prescription renewal through MyChart?

Many people on your health care team are involved with these types of requests. Every attempt is made to process prescription renewals within 48 hours of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received the following business day.

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Why do some of my medications listed say "Contact your prescribing provider" where the doctor's name should be?

Your Cleveland Clinic providers may document all of your medications in your electronic medical record. If your provider did not originally prescribe some of the medications but documented them in your record, you will see "Contact your prescribing provider" in the provider information listed on the medication page. Medications in this category cannot be renewed through MyChart.

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Medications that have been documented - but not prescribed - by a Cleveland Clinic provider cannot be renewed through MyChart. The "Request a renewal" link won't show up in this case.

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Why are some of my medications missing from the list on the "Request Rx Renewal" page?

Medications that have been documented - but not prescribed - by a Cleveland Clinic provider cannot be renewed through MyChart. The medication(s) won't show up on the "Request Rx Renewal" page in this case.

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MyChart for Your Loved Ones

How may I view a family member or loved one’s health record in MyChart?

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 or MyChart user in order to access your loved ones' information. To access a loved one's account, please complete and submit the appropriate forms and documentation (submission instructions are included on the forms

If you already have a MyChart account and are the parent of a minor patient, you may ask your pediatrician for access to your child’s account at your next appointment rather than submitting an application

When pediatric patients turn 18 years old, MyChart access is automatically removed from the parent's account.

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Test Results

How do I see my test results?

From the home page click on the “View your test results” box, or from the My Medical Record menu, select the “Test Results” option. Click on the test result you wish to review. The Test Details page for that test will open. Any comments or additional notes the provider may have added to a result will be seen at the top of the Test details page.

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When are my results released to MyChart?

Several tests are released to MyChart as soon as the results are available. Other, more sensitive test results, (such as biopsies and imaging) are released after a short delay. We are releasing these results to partner with our patients and ensure you are making the most informed decisions regarding your healthcare.

Cleveland Clinic is committed to providing timely access to your health information. This means that you may receive some test results before your provider has reviewed them.

These test results could include sensitive information. Examples include results related to a cancer diagnosis, genetic testing or the sex of your baby in a fetal ultrasound. If you are not comfortable seeing this information before you have discussed your results with your provider, please wait to view them.

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I had a test a week ago but I don't see the results. Why?

It may take several days or even weeks for certain tests to be resulted. If you feel that your test results should be available but you don't see them in MyChart, it is best to call the office of the provider who ordered the test(s) to discuss the test results.

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I see some test results but not all of them from all of my physicians. Why?

Most test results are automatically released into MyChart, with the exception of certain sensitive tests. It may take several days or even weeks for certain tests to be resulted and released into MyChart. If you do not see test results in MyChart, please call the office of the provider who ordered the test(s) and request the release of your information, or discuss with your provider during your next visit.

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Can I see radiology images through MyChart?

The text portion of your radiology imaging report can be viewed in the Test Results section of MyChart. The actual radiology images are not transmitted through MyChart at this time. You can obtain copies of radiology images (X-Rays or CT Scans for example) by contacting the Department of Radiology at 216.444.6651.

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

You can obtain your medical records by contacting the Health Data Services department at 216.444.2640.

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Patient Photos in the Electronic Medical Record

Why are you including photos in the electronic medical record?

Cleveland Clinic is now including photographs of our patients within their medical records to assist our caregivers with patient identification; however, you are not required to have a photo in your record. Adding your photo will enable your healthcare team to get to know you better, and will also ensure the highest level of patient safety.

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What are the requirements for a patient photo?

Photo requirements and tips for taking a high-quality picture can be found on the Personalize page within MyChart.

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How do I upload a photograph?

Click the Edit button, then click the pencil icon. Detailed instructions, photo requirements and tips can be found on the Personalize page within MyChart.

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What types of picture files can I upload?

The file for your photograph must be 5 MB or smaller. Acceptable file types include: .jpg, .png, .tiff, and .bmp.

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Who can see my photograph?

Only the Cleveland Clinic staff members involved in the management of your healthcare will see your photograph, such as your physician, the nurses and medical assistants who provide your care, and the front desk stuff that checks you in to your appointment

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Are there protections regarding the sharing of my photograph?

Confidentiality is of utmost importance to Cleveland Clinic. Your photograph is a part of your electronic medical record and is considered the same as all Protected Health Information (PHI), which is protected under the Health Insurance Portability and Accountability Act (HIPAA). Review Cleveland Clinic’s Notice of Privacy Practices for more information.

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Can I upload a photo using the MyChart mobile app?

The MyChart mobile app does allow you to take and upload photos; however, these photos will not be submitted for inclusion in your electronic medical record.

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My Password and My Personal Information

How do I find my Clinic Number or Account Number?

You can find your Clinic Number on your after visit summary and appointment reminder letter. It is also listed on your billing statement as your account number. For tips on finding your Clinic Number click here.

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What is the security question used for?

The security question and answer that you set up when activating your MyChart account provides added security if you have forgotten your MyChart password. When utilizing the Password Reset feature, you are required to answer your security question before being allowed to make a password change online.

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How do I set up or change my security question and answer?

If you are setting up a new MyChart account you are prompted to choose a security question and enter the answer. If you are a patient with an established MyChart account, log into your account, Click Preferences, and then Click Change Password. You will need to scroll down to the bottom of that page to the Security Question section. You will be able to view your current security question if set up, as well as change or establish a new security question and answer.

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How can I update my telephone number in MyChart?

Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your provider's office with your new information and will then be updated.

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How can I update my address in MyChart?

Click on the "Preferences" menu and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your provider's office with your new information and will then be updated.

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Why do I have to have an email address to use MyChart?

MyChart will never send personal health information via email; however, you will receive an email notification to alert you when there is new information to be viewed in your secure MyChart account.

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I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts. Check with your local library or internet carrier for more information.

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How can I update my email address in MyChart?

Click on the "Preferences" menu and select the "Change Email Address" link. You must enter your new email address twice and then click the "Submit Changes" button. This will instantly update your information in MyChart and your electronic medical record.

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MyChart Central / Lucy

What is the benefit to signing up for MyChartCentral and Lucy?

  • Access all of your MyChart accounts and Lucy with a single username and password.
  • View the medical information from your MyChart accounts combined into one personal health record.
  • Upload medical documents into your personal heath record.
  • Add personal notes about your health information.
  • Download and store the most recent copy of your MyChart medical record from any linked organization.
  • Save your health record to a thumb drive and take it with you wherever you go.
  • MyChartCentral and Lucy for your loved ones who have been added to your personal MyChart accounts.
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What is the difference between MyChartCentral and Lucy?

  • MyChartCentral is a secure portal that enables you to individually access your Cleveland Clinic MyChart account and your MyChart accounts from other healthcare organizations.
  • Lucy is a personal health record tool that combines and organizes your medical information from all of your individual MyChart accounts into one space. This unique tool also enables you to upload medical documents and add new health data for your personal use.

Using a single username and password, MyChartCentral allows easy access to all of your individual, active MyChart accounts and your Lucy personal health record tool.

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Is my health information in MyChartCentral and Lucy secure?

Yes. Like your MyChart account, MyChartCentral and Lucy are password-protected and delivered via an encrypted connection to keep your health information safe from unauthorized users.

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How do I sign up for MyChartCentral and Lucy?

Log in to your Cleveland Clinic MyChart account, click Manage My Health Info on the left-hand menu, and click MyChart Central / Lucy. Follow the instructions to sign up. Review step-by-step instructions found within the Help section of the MyChartCentral and Lucy page within MyChart.

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How do I access MyChartCentral and Lucy?

After signing up, you can access MyChartCentral and Lucy by visiting www.mychartcentral.com or by clicking Manage My Health Info on the left-hand menu, then clicking MyChart Central / Lucy.

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Do all healthcare organizations offer MyChartCentral and Lucy?

MyChart, MyChartCentral, and Lucy are not available for all organizations. Once you have activated your MyChartCentral account and have logged in, click Add a New Healthcare Organization. You will be able to scroll through the list of available organizations and add the MyChart accounts for all of the places where you receive care.

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Why isn’t my health information the same at all of my healthcare organizations?

The information that each of your healthcare organizations knows about you might be different, depending on the type of care they give you and when you were last seen. You can help keep everyone up to date by organizing your records in Lucy and discussing this information with your providers at your appointments.

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Does Lucy provide me with my entire medical record from each participating organization?

No. Lucy organizes the health information available within your MyChart accounts into one personal health record.

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What if I don’t have multiple MyChart accounts?

Even if you have only one MyChart account, you can still use Lucy as your personal health record. MyChartCentral can provide access to your one MyChart account and Lucy with a single username and password.

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Can I view my loved ones' charts in MyChartCentral?

Yes, MyChartCentral and Lucy let you see the health information for the same loved ones you have added to your Cleveland Clinic MyChart account. If you’d like to request access to a loved one’s chart, visit clevelandclinic.org/mychart and click For Caregivers.

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What should I do if the information I see in MyChart or Lucy is wrong?

If you feel that health information in your Cleveland Clinic MyChart account is incorrect, you have the right to ask us to amend your medical records. Your request for an amendment must be in writing, signed, and dated. It must specify the records you wish to amend, identify the Cleveland Clinic facility that maintains those records, and give the reason for your request. You must address your request to the Privacy Official of the Cleveland Clinic hospital or facility that maintains the records you wish to amend or to the Privacy Office CC30, The Cleveland Clinic Foundation, 9500 Euclid Ave., Cleveland, Ohio 44195. Cleveland Clinic will respond to you within 60 days. We reserve the right to deny your request; In the event we do deny your request, we will explain why and outline your options.

For more information, please contact the Cleveland Clinic Privacy Office at 216.444.1709 or toll-free at 800.223.2273, ext. 41709.

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Can my Cleveland Clinic providers see the information I add to Lucy?

Yes. This information will become available to your healthcare team at Cleveland Clinic within your electronic medical record. Your healthcare team will then be able to discuss these changes with you and make updates, if necessary, to your electronic medical record at your next appointment.

Please note that this tool is intended for communicating new information to your health care team. To formally request a correction or “amendment” of your medical record, please complete the Request for Amendment of Health Information form, which can be downloaded here.

If you do not want to share this information with Cleveland Clinic, click the link that says, "Who can my healthcare providers see?" and click the "Don't Share" button.

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Can I share my medical information from other organizations with Cleveland Clinic using MyChartCentral or Lucy?

Yes. This information will become available to all of your healthcare organizations that are currently using Lucy and are enabled for document sharing.

If you do not want to share this information with your healthcare organizations, click the link that says, "Who can my healthcare providers see?" and click the "Don't Share" button next to each organization.

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How do I download a copy of my medical record through Lucy?

To download a copy of your MyChart medical information, click Get a Copy of My Chart for the selected organization. Click the Patient Health Summary link to view the document.

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How do I add medical information to Lucy?

To add new health information, click Edit My Personal Health Record. Click the button for the area you wish to edit (for example, Add a New Medication). Complete the details as required, and click Save.

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How do I upload medical documents to Lucy?

To add a medical document from your computer, click Add a Document from My Computer.

  1. Click Choose Files to access your computer files.
  2. Select the document and click Open.
  3. Click Next.
  4. Click Save, then Next.
  5. Click either Share All preference to make these documents available to your healthcare organizations.
  6. Click Save These Documents!
  7. Click on the document link to view the file.

Please note that this information will not be shared with your Cleveland Clinic providers.

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How can I get help if I have a question about MyChartCentral or Lucy?

While you are in MyChartCentral or Lucy or from the MyChartCentral log in page, click the Request Help hyperlink at the bottom of the screen. After you submit the form, you will receive a response via email within two business days.

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Troubleshooting

What is my browser information?

Click here to display your browser information.

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I can login to MyChart, but I am automatically logged out once I click on something. What can I do?

If you are an AOL user:

Please note: This issue has been reported and can be reproduced with AOL 9.5. At this time, there is no known solution.

Please follow these instructions as a workaround to using the AOL 9.5 browser:

  • While logged into AOL, click on the blue 'e' icon in the lower left-hand corner of the screen. It is located next to the Windows button (Windows 7 and Vista) or Start menu button (Windows XP, 2000, etc.). This will open a new Internet Explorer window outside of your AOL workspace.
  • Type https://mychart.clevelandclinic.org in the address bar of the Internet Explorer window and press Enter.
  • Log into MyChart in the Internet Explorer window.

For FireFox users:

Enable cookies for the website

Make sure that Cookies - Information that websites store on your computer are enabled for the site in question:

  1. At the top of the Firefox window, click on the Tools menu and then select Options.
  2. Select the Privacy panel.
  3. Set Firefox will: to Use custom settings for history.
    image
  4. Make sure Accept cookies from sites is selected.
  5. Make sure Accept third party cookies is selected. Disable third-party cookies in Firefox to stop some types of tracking by advertisers can cause problems with some websites. Enable this setting to rule it out as a cause for your problem.
  6. Click Exceptions....
  7. Make sure the site you're trying to access isn't listed. If it is listed, click on its entry, then click Remove Site.

If you changed any settings, try logging in to the site again.

Clear history for that site

The cookies and temporary data already stored on your computer may be causing the problem. Delete them, then test for your problem:

  1. At the top of the Firefox window, click the History menu and select Show All History to open the Library window.
  2. At the top right corner, type the name of the website you wish to forget in the Search History field, and press Enter.
  3. In the resulting list, right-click on the site you wish to forget, and select Forget About This Site.
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  4. Close the Library window.

Clear all cookies and the cache

If deleting cookies for the site with the problem did not fix the error, clear all the cookies stored on your computer and clear the Firefox cache:

  • At the top of the Firefox window, click on the History menu, and select Clear Recent History....
  • In the Time Range to clear: drop-down, select Everything
  • Click the arrow next to Details to display the list of items that can be cleared.
  • Select both Cookies and Cache.
  • Click Clear Now.

Check Extensions and Plugins

Some extensions can cause problems with logging in to websites, especially extensions associated with certain websites. For example:

Some plugins can also cause problems logging in to websites. See the Troubleshoot issues with plugins like Flash or Java to fix common Firefox problems articlefor instructions on how to determine whether a plugin is causing your problem.

Security application is blocking cookies

Some Internet security and privacy applications have features that block cookies. Check the documentation that came with your software or visit the software provider's support site, to see if your application includes a cookie control feature and how you can change those settings.

Remove corrupt cookies file

If you can't log in to websites after removing the cookies associated with it, clearing your Firefox cache, and trying with your extensions and plugins disabled, and have checked security software, you may have a corrupt cookies file in your Firefox profile folder.

This will remove all your stored cookies and essentially log you out of all saved sessions on all websites.

  • Open your profile folder:

    At the top of the Firefox window, click on the Help menu and select Troubleshooting Information. The Troubleshooting Information tab will open.
  • Under the Application Basics section, click on Show Folder. A window with your profile files will open.

    Note: If you are unable to open or use Firefox, follow the instructions in Finding your profile without opening Firefox.
  • At the top of the Firefox window, click on the File menu and then select Exit.
  • Delete the cookies.sqlit file and any cookies.sqlite-journal files.
  • Restart Firefox.

All other users:

  • Reboot your computer and try to access MyChart again. If the problem persists, try the next step.
  • Click here to check if you are using Internet Explorer 7 or 8 on a Windows-based PC (not an Apple or Mac) to access MyChart. If you are using IE7 or IE8 and have enabled the Content Advisor feature, adding MyChart to your list of approved sites may resolve this issue.

To determine if Content Advisor is enabled:

  • Open Internet Explorer.
  • Click on Tools and then select Internet Options.
  • The Internet Options window will open. Click on the Content tab. Take note of the first button below the Content Advisor heading.
    • If this button says 'Disable', this means that Content Advisor is currently enabled.
    • If this button says 'Enable', this means that Content Advisor is NOT currently enabled. Please do not change Content Advisor settings at this time.

To add MyChart to your list of approved sites:

  • Open Internet Explorer.
  • Click on Tools and then select Internet Options.
  • The Internet Options window will open. Click on the Content tab.
  • Click on the Settings button only if Content Advisor is currently enabled.
  • You will be prompted to enter the supervisor password. You must know the supervisor password to add MyChart to the list of approved sites.
  • After entering the password, the Content Advisor window will open. Click on the Approved Sites tab.
  • Enter https://mychart.clevelandclinic.org in the 'Allow this website:' box and click the Always button.
  • Click OK until all windows are closed.
  • Close and restart Internet Explorer. Access Cleveland Clinic MyChart.
  • If the previous steps do not resolve the problem, please use a different web browser available on your PC. If you do not have other browsers installed, you may download any one of the following web browsers for free: Mozilla Firefox, Apple Safari, or Google Chrome.
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