MyChart Features & Navigation Troubleshooting

MyChart® gives you easy access to your health information. From checking test results to sending messages to your care team, here’s how to get the most out of your account and make it work for you.

Manage Your Personal Information in MyChart

Keeping your personal information up to date is the foundation for everything in MyChart. Start by reviewing your contact details and profile, including emergency contacts. You can update personal information at any Cleveland Clinic medical office or by following these steps:

Update your contact information

To view or edit your personal details in MyChart:

• Click Menu at the top of the page.
• Go to Settings.
• Select Personal Information.
• Click Edit at the bottom of any white box to update that section.

Add or change your profile photo

Adding a photo helps your care team confirm they’re seeing the right patient. You can do this from the MyChart mobile app or a web browser like Chrome or Edge. The photo must be smaller than 8 MB and in one of these formats: JPG/JPEG, PNG, TIFF/TIF or BMP.

Correct your name

You can’t change your first and last name in MyChart. To update your name, call your nearest Cleveland Clinic Appointment Center:

• Ohio: 866.320.4573
• Florida: 877.463.2010

You can also contact Health Information Management (HIM) at 216.636.2020. Changes in your medical record will appear in MyChart once processed.

Manage Your Care Team and Primary Care Provider (PCP)

Knowing who’s on your care team makes managing your health easier. Use this section to check your team, understand their roles and update your primary care provider when needed.

Your care team

The providers you see listed in MyChart make up your care team. This may include:

• Primary care providers in internal medicine, family medicine, pediatrics and urology who can be scheduled directly by you or through an appointment request (includes providers you’ve seen in the past three years)
• Providers who’ve added themselves to your care team or were added by another provider

Missing or unfamiliar providers

If one of your care team members is missing, there may be a few reasons why:

• You haven’t had an office visit with the provider yet.
• It’s been more than three years since your last visit.
• The provider removed themselves from your care team.
• You only saw the provider in the emergency department (ED) or during a hospital stay. These providers don’t appear on your care team list.

You may also see providers listed that you don’t remember visiting. This could happen if you scheduled an appointment but cancelled it before the visit. They’ll remain on your care team list until three years after the cancelled appointment date.

Updating your primary care provider

If you’ve changed PCPs and are now seeing a different Cleveland Clinic provider, call that provider’s office to request the update. The Appointment Center no longer makes these changes.

For a non-Cleveland Clinic PCP, you can request the update by calling any Cleveland Clinic office where you’ve had appointments in the past.

Messages, Letters and Notifications

Your care team may send important updates through MyChart. Understanding where these appear can help you quickly find information about your care.

Using MyChart messages

Messages let you talk with your care team about nonurgent questions. You can send a message, read replies and keep track of conversations in one place. Select Messages from the main menu to open your inbox.

Understanding MyChart letters

Letters may include visit summaries, instructions or other updates. To access:

• Select Menu.
• Scroll to Communication.
• Choose Letters to view or download them.

Getting MyChart notifications

MyChart can alert you when you have a new message, letter or update. To manage how you receive alerts:

• Select Menu.
• Click on Settings.
• Choose Communication Preferences.

Here, you can choose how to receive notifications about messages, test results and other updates.

Research alerts

If you receive a MyChart alert about a new research study, your provider feels you may be a good candidate. To decline:

• Click Alert on the MyChart homepage.
• Select No Thank You on the next page.

Manage Your Medications

You can view your current medications, request refills and track prescriptions in MyChart. If a refill has an issue — such as a missing or expired prescription, or one that needs provider approval — MyChart will alert you so you know to follow up with your care team.

To start, click Medications at the top of the home screen after logging in.

Viewing your medications and requesting refills

Select Medications to see all active prescriptions, including dosage, instructions, and start and end dates. Request refills individually with Request Refill or multiple at once with the Request Refills button.

Medication notifications in MyChart

MyChart provides alerts to help you manage your prescriptions. These include:

• How many refills are remaining
• When there are no refills left
• If it’s too soon to refill
• If only a partial quantity is available
• Pick-up or shipping reminders
• When your pharmacist needs to contact you
• Insurance issues
• If a prescription is delayed or out of stock

Our alerts help you know when to follow up with your care team or pharmacy.

Adding a new pharmacy to MyChart

To save a pharmacy for electronic prescriptions:

• Select Medications.
• Click Manage My Pharmacies.
• Select Add a Pharmacy.
• Search for your pharmacy and select it from the results.

Hospital Stay Information

MyChart has shared information and provider notes from hospital stays since July 23, 2013.

If you’re first seen in the ED and admitted, your hospital stay won’t appear in the Visits or Appointments section until after you’re discharged.

Preventive Care and Health Reminders

Track reminders, share care received outside Cleveland Clinic and request preventive services — including vaccines, checkups and screening tests. If you don’t see preventive care recommendations in MyChart, contact your provider’s office to update your health records.

Advance Care Planning

MyChart lets you manage legal advance care planning documents and view health directives. You can upload advance directives, living wills and power of attorney documents. You can also complete advance care planning questionnaires to help your care team understand your wishes.

To get started:

• Log in to MyChart.
• Go to Menu.
• Select Advance Care Planning.

Here, you can view existing documents, upload new ones or submit them for scanning during an office visit. You can also mail documents to:

Cleveland Clinic
Health Information Management, AB7
Advance Directive Processing
9500 Euclid Avenue 
Cleveland, Ohio 44195-9905

For help with uploaded documents, contact us:

• U.S.: 216.444.9753
• London: 0203 423 7000, ext. 38004

If a provider scanned a file and it isn’t visible in MyChart, contact their office directly.