Video Visits & Virtual Shared Medical Appointments
What is MyClevelandClinic®?
MyClevelandClinic is everything you know and love about MyChart plus additional services like 24/7 on-demand virtual visits for non-emergency concerns. You can log in to the MyClevelandClinic app or website using your MyChart username and password.
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. If you wish to participate in a virtual shared medical appointment, the Zoom application must be installed on the device you will use for the visit.
How do I prepare for my video visit or virtual shared medical appointment?
We recommend you complete these steps at least one day prior to your appointment:
- If you haven’t already, activate your MyChart account.
- If using a smartphone for your visit, download the MyClevelandClinic app or the MyChart mobile app.
- Complete PreCheck-In for your appointment in MyChart. This can be done as early as a week ahead of time.
- Download Zoom on the device you will be using:
- Make sure internet browser pop-up blockers are disabled for Zoom.
- 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.
- 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 Video Visits on Your Computer
- Guide for 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:
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.
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 (for video visits, this is an optional step after PreCheck-In is complete).
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.
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.
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.
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.
- If you haven’t already, download the MyClevelandClinic or MyChart mobile app.
- Log in to your MyChart account through the app or website and complete PreCheck-In up to seven days before your appointment.
- 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).
- 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.
- Tap OK and head to your appointment. Some departments may ask to see confirmation of check-in on your device.
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 or complete an eVisit.
If you are experiencing an urgent medical problem, call 911 or your physician's office immediately.
Can I get a diagnosis for a new health issue?
Yes, for common, minor ailments. eVisits are a convenient, secure way to access Cleveland Clinic Express Care providers for the following issues:
Adults (18 years old and over):
- Back pain.
- Urinary tract infection (women only).
- Sinus infection.
- Vaginal yeast infection.
Pediatrics (2 - 18 years old):
- Conjunctivitis (pink eye).
Simply select Message My Doctor/eVisit in the Messaging menu 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 secure 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 located in Ohio and must have seen a Cleveland Clinic provider in the last three years. The cost to you for an eVisit will depend upon your insurance, and could range from $0 - $35.
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.
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 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 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 contacting Health 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.
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 to request copies of your images (for example, X-Rays or CT Scans).
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:
- Click the while in the Current Health Issues, Allergies, or Medications section.
- In the search box, type in the first few words of your health issue, allergy, or medication, and click search.
- Select the option from the search results that is the best fit for your individual situation.
- For allergies, select all reactions that occur when you come into contact with the substance you are allergic to.
- 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.”
- Click Accept.
To request to delete an item:
- Click the minus icon next to the item you would like your provider to remove.
- 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:
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):
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):
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.