MyChart Features & Navigation Troubleshooting

How To Change a Patient Name

Your first and/or last name cannot be changed via MyChart. You must contact the Appointment Center according to your location:

Ohio: 866.320.4573
Florida: 877.463.2010
Or contact HIM Chart Correction team at 216.636.2020

Please note:

You can also update demographic information at your next office visit.
Once your name is updated in your medical record, the change will reflect in MyChart.

Personalize Profile With Photo Upload

MyChart web and mobile app allows all patients with a MyChart account to electronically submit their photo for filing to their EMR profile. Patients will upload an image file to the system using their home PC/Mac or mobile device.

The maximum file size for each uploaded image is 8 MB
Supported image file formats include JPG, PNG, TIFF, BMP, TIF, JPEG. (Please note: this information is available on the photo upload page if you hover over the question mark)

How To Update Personal Information Page

You can now view and edit more information about yourself on the new Personal Information page, including:

Email address
Address
Temporary address
Phone number
Marital status
Contact information
Information including legal sex, sexual orientation, gender identity, and sex assigned at birth
Preferred name and religion
Add friends and family contacts as emergency contact

You can add/edit emergency contact information under the Family & Friends section and the EMR is updated automatically as soon as you log out.

Please note: When changes are made to personal information by you or a caregiver, a confirmation email may be sent to you informing them of the change in information.

Self service

Manage your MyChart account preferences under the Personal Information menu.

Login to MyChart, select Menu > select Personal Information
Click the Edit button for the Contact information or Details About Me sections to update the information in that section

Care Team

The new Care Team feature displays a list of your current outpatient providers (physicians, nurse practitioners and physician assistants), enabling one-click access to messaging and appointment scheduling, when available.

This feature will also display providers and their photos from other organizations that are using this tool (if you have linked the outside organizations account with the Cleveland Clinic MyChart through Happy Together).

Care Team will include:

Providers in internal medicine, family medicine, pediatrics, and urology that are available for direct scheduling or through request an appointment (providers seen within the last three years).
Any provider you has messaged using MyChart (providers seen in the last 15 months).
Any provider that has assigned themselves as a Care Team Member, or has been assigned by another caregiver as a Care Team Member.

Please note: The MyChart Care Team may not reflect providers that you are currently seeing (see below for common scenarios). This particular Care Team list is available only to you in MyChart and is reflective of providers that you have seen.

Self service

Requests to remove a provider from the Care Team:

If it’s an Internal Medicine, Family Medicine, Pediatrics or any other provider that is available through DIRECT scheduling, the provider will remove after 3 years for appointments and 15 months for Messaging.
If it’s a provider available through Request an Appointment (most specialists), the provider will be removed after 3 years for appointments and 15 months for Messaging.
Providers can remove themselves from the Care Team manually.

Provider is on the Care Team and you have never seen the provider

Review patient’s past appointments:

If you were scheduled with the provider within the last 3 years (even if the appointment was cancelled and you never saw the provider), the provider still remains available to you in MyChart to schedule or request an appointment and this is why the provider remains on the Care team list.
The provider will automatically remove from the list when 3 years has passed from the cancelled appointment.

Provider should be listed on the Care Team list, but is not:

If there is no office visit: The provider will not populate onto the Care Team until an outpatient office visit is completed.
ER DOC/Inpatient provider does not show: Inpatient providers will not show on the Care Team list; the care team will only reflect providers that you has had an established outpatient office visit with.
If you had had an outpatient office visit with a provider: In order to show on the Care Team for appointment scheduling, the last appointment with the provider must have been within the past 3 years. To show on the care team for Message My Doctor, the office visit must be within the past 450 days/15 months with the provider.

Requesting Primary Care Physician (PCP) in Your Medical Record

MyChart is a reflection of your Epic Medical Record, technical support is not able to make changes to a patient’s record.

To update the PCP

You should contact your current Primary Care Physician’s office (if a Cleveland Clinic provider) to request the update.

Please note: The Appointment Center no longer updates PCP information. Only a Cleveland Clinic doctor's office can update the information.

If the PCP is a non-Cleveland Clinic provider, you can contact any of the Cleveland Clinic providers’ offices that you have been seen at to ask for your PCP to be updated.

Letters in MyChart

Letters are not considered "Messages" in MyChart. They do not display in the Message Center inbox.

Possible requests for MyChart Letters:

Patient states provider sent a letter, but they can't find it
Provider wants to know how to send a letter in MyChart

How to locate a Letter in MyChart

Letters are located on the full website (not the mobile app) under Menu > Letters

For patients seeking previously viewed items that do not display in Letters or Messages, check for Notes on Test Results, and Documentation on After Visit and Discharge Summaries.

How To Renew Medications

How to delete a pharmacy from the list of choices for controlled substances.

Self service

If the medication is not listed or the Request a Renewal link is not available, you will need to call the prescribing provider's office for the request and the providers office will need to re-order the medication.
If you have requested a medication renewal using MyChart and do not receive a reply from the provider's office within 24 hours, you will need to contact the provider's office regarding your request.

There are two different ways to request a prescription renewal in MyChart, and several limitations:

Via my medical record

Click Menu > Medications

A full list of all medications you are currently documented as taking will display. This list displays what is currently on file in your Medical Record on your active medication list.

Please note: 'About this Medication' will take users to MedlinePlus Connect and search their medication name there.

This list includes everything you have told the doctor or nurse you are taking, including over the counter (OTC) meds and meds prescribed by non-Cleveland Clinic physicians.

Limitations for the request refills option

If a med was prescribed by a non-Cleveland Clinic physician or is OTC, there will NOT be a 'Request Refill' option in the bottom right corner of the entry.
If a med was prescribed by a resident, fellow, or physician that is no longer with Cleveland Clinic, there will NOT be a 'Request a Renewal' option in the bottom right corner of the entry, and you will have to call to request the renewal.

You can click multiple prescriptions at a time and the message will route to the appropriate provider (last prescribing provider that is on the medication list).

2. Then choose the pharmacy. If you do not see your pharmacy listed and you want to add a pharmacy, choose “other” and fill in the appropriate information. Once the medications are prescribed, the pharmacy will show for future renewals

3. Click Submit. A confirmation screen will appear.

The Renewal Request will also now display in the Inbox & Sent Messages/Conversations.
The Renewal Request will be routed to the provider's Epic Inbasket, and they will process it from there.

Messages will be addressed within 24 hours. If you do not hear back within 24 hours, please contact the provider's office to follow-up on the request.

Via message center

1. Click InBox & Sent Messages > Send a Message > Refill a Medication

This will take you to the same screen as the steps above for access via Menu.
Note that now ONLY those meds for which you can request renewals display.

2. You can check off any combination of meds you need to renew, add comments as necessary, and click 'Continue' to move on to the next screen.

3. On the next screen, you need to select the appropriate pharmacy from the drop-down menu, or select 'Other' and enter the information in the text box.

4. Click Submit. A confirmation screen will appear.

The Renewal Request will also now display in the Inbox & Sent Messages/Conversations.
The Renewal Request will be routed to the provider's Epic Inbasket, and they will process it from there.

Messages will be addressed within 24 hours. If you do not hear back within 24 hours, please contact the provider’s office to follow-up on the request.

Message your pharmacist directly

In MyChart, you will now see a message envelope icon next to any prescription that is set up to allow messaging. This feature is for Cleveland Clinic Willow integrated pharmacies.

Exception: Home delivery, specialty and adherence pharmacies are not included in the messaging function.
Mobile: The feature is also available via the mobile app. You need to click on the additional information link to see the message icon.

Please note:

You must have an active prescription to allow messaging.
The list of available pharmacies showing in MyChart is listed in your medical record. The provider’s office would have to remove the pharmacy as a choice in your medical record. Once the pharmacy is removed, it will no longer reflect as a choice in MyChart.
Scheduled drugs or drugs that are controlled substances such as narcotics, pain killers, anti-depressives, etc. cannot be renewed on MyChart.

Message Examples

Insurance issue

Cleveland Clinic Pharmacy has identified an insurance issue and needs to speak with you.

Please contact the pharmacy at (phone # of pharmacy) as soon as possible.

Please do not reply to this message as this inbox is not monitored.

Out of stock

Your prescription is out of stock at the pharmacy. The pharmacy will order your medication and it will be available for you on the next business day.

If you need your prescription today, please contact the pharmacy at (phone # of pharmacy) as soon as possible.

Please do not reply to this message as this inbox is not monitored.

Partial fill

The full quantity of your prescription is not currently available. The full quantity will be available for you on the next business day.

Please contact the pharmacy at (phone # of pharmacy) if you need a partial supply before then.

Please do not reply to this message as this inbox is not monitored.

Prescription delayed

Cleveland Clinic Pharmacy is working with your provider to obtain additional information required to process your prescription(s).

We apologize for the delay and any inconveniences this may have caused.

Please do not reply to this message as this inbox is not monitored.

Refill too soon

Hello (Patient’s Name in MyChart),

The prescription(s) you have requested are too early to fill at this time. Please call (name and phone # of pharmacy) if you have any questions about when your prescription(s) can be filled.

Thank you!

Cleveland Clinic Pharmacy

How to Add a New Pharmacy in MyChart

Self service

On the MyChart Home page, click on Menu, then click on Medications. You should then see an option in the middle of the page that says “Need to update your pharmacies?”. Click on Go to Manage My Pharmacies. On the next page, click on Add a Pharmacy. Type in the pharmacy information in the Search for Pharmacy field and select your option from the list below.

Current medications field listed in MyChart.

Missing Hospital Stays & Notes

MyChart is missing a patient's hospital stay and the notes that went along with it.

Self service

Hospital Admissions are available in MyChart only for admissions occurring after the date of July 23, 2013. Emergency Room to Hospital Admissions do not display in MyChart.

Missing Health Maintenance/Preventive Care Items

The Health Maintenance list in EPIC reflects in MyChart as the Preventive Care list or on the To Do list.

Possible issues:

Health Maintenance item was completed, but it does not display in MyChart
Patient Health Maintenance reminders removed from MyChart
Health Maintenance Item was completed at a non-Cleveland Clinic facility and you would like the information updated in their Cleveland Clinic medical chart

Self service

Cleveland Clinic has developed a set of standard guidelines for preventive care based on your age, sex, and your medical history. These guidelines were developed by our physicians based on current research and national guidelines. Its purpose is to inform you and your physician when you may be due for certain preventive care procedures and tests. If a patient is an active MyChart user the recommendations will display in MyChart.

Health Maintenance items MUST be updated in the Electronic Medical Record by a provider at the Cleveland Clinic.

If the item was done at a facility outside of the Cleveland Clinic, a Cleveland Clinic provider will have to update a patient's Health Maintenance item. Some Health Maintenance items are updated automatically as they are documented or completed at a Cleveland Clinic facility.

Please note: Some testing requires the provider to still manually update the Health Maintenance list even if done at a Cleveland Clinic facility.

If the Health Maintenance item was satisfied at a non-Cleveland facility, you can discuss with one of their Cleveland Clinic providers at their next office visit. The Health Maintenance can be updated manually by the provider with the information provided by you.

Once the Health Maintenance item is updated in the Medical Record; the updates will reflect on the Preventative Care list in MyChart

School-Based Health Care Enrollment Form

This online form enrolls a child from select school districts on our School-Based Health Care program. This online form replaces a paper form that users can download.

Enrollment forms

The online form can be filled out from any device; PC computer, tablets, or mobile phones.

FAQs and Known Issues

Unable to click on submit button

The Submit Request button is disabled (gray color) until the user checks both checkboxes for Patient Acknowledgement & Consent AND Authorization for the Release of Medical Information.

Unable to submit form

There are several errors that can be triggered by the form:

User must click on the “I’m not a robot” reCaptcha widget and sometimes may have to go through “Select images that …” process.
There are a few required fields in the form. They are marked with a *.
Phone number fields require the area code so will have a minimum of 10 characters.

For questions about the program or overall enrollment process, call Cleveland Clinic School Based Health at 216.442.7242.

Preventative Care

Self service

Please discuss these recommendations with your provider during your next visit. They can update recommendations that may not apply to your personal health situation.

It is also possible that patients may notice a discrepancy in the “Last Done” date for a procedure for their Preventative Care. 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.

If you are requesting a preventative care procedure, you should contact your provider. Most preventive care procedures require an order from your primary care provider and an appointment. To send a request to your primary care provider, click Request Service for items that are 'Due Soon' or 'Overdue'.

MedRespond Interactive Heart Surgery Program

Medrespond Interactive Heart Surgery Program is a third party patient educational program, it is not connected to EMMI. This educational content is sent to patients via a MyChart message link that provides you specific educational content related to their Heart Surgery.

Medrespond Education

The message/Link will redirect to Order specified education. The link should redirect you to the interim landing page, then on to the appropriate surgical education content. If information doesn't display after the redirect page, contact MedRespond at 844.557.7659. If you get into the IHSP system, clicking on Preparing for Surgery, the About Your Surgery should be presented by your surgeon and specific surgery details should include all surgeries selected in the smart text.

Self service

If the issue is with the temporary page not redirecting to the IHSP education page, or with the correct Medrespond content not being available, you should contact the MedRespond team at 844.557.7659.

If MedRespond determines the issue is with the order or an item in Epic, they'll connect you to the MyChart support line at 866.915.3383.

Advance Care Planning

How do I upload Advance Directives documents and view them in MyChart?

Advance Directives are a part of Advance Care Planning. These documents help patients track decisions about their medical care and potential end-of-life care in the event that a family member, doctor, or other designated health care agent needs to act on their behalf.

These types of documents include:

Advance Directives
Living Will
Power of Attorney

Self service

From the MyChart Website, go to the Menu, then Advance Care Planning.

Planning questionnaires

Filling out the Advance Care Planning questionnaires helps your care team understand your wishes, but it does not replace up-to-date legal documentation of your end-of-life plans (Advance Directives).

Advanced directives

For detailed information on legal documentation click the Advance Directives button to visit the Cleveland Clinic Advance Directives webpage.

Website information includes:

An Advance Directives overview
Links to downloadable Form Packets (multiple languages)
Instructions for submitting completed form packets: In person, by mail, by fax
Additional Resources links
Contact information for groups that can directly assist with your Advance Directives needs

How to upload documents

Documents will be scanned during the pre-admission process or by the provider's office.

Patients are welcome to bring their documents to their next doctor visit and ask for them to be scanned:

By Fax to: 216.445.9733
By Mail to:

Cleveland Clinic
Health Information Management, Ab7
Advance Directive Processing
9500 Euclid Avenue
Cleveland, Ohio 44195-9905

Possible issues

Please note: Not all document types will display. The scanned Document Type must be one of the following in order to display in MyChart: Advance Care Planning or Advance Directive(s).

If you have any questions about this process, or the wrong document has been uploaded, please contact one of the numbers listed below based on your location:

U.S. Locations: Advance Directive Processing (Forms Submission) at 216.444.9753 for further assistance.
London Locations: London HIM at 0203 423 7000, ext. 38004

If a file was scanned to an improper Document Type and is not appearing in MyChart, this must be corrected at your providers office.

New Research Study

Patient received an email from MyChart with a subject of "New Research Study."

Email communications are going out to select patients to provide them with information about, and a request for participation in, Medical Research Studies.

Study coordinators will contact patients who respond “yes” within 72 hours.
Will track, but not limit the number of studies for which each patient will receive MyChart recruitment messages for.

The "Research" feature can be found in MyChart under the Menu/Research Studies.

FAQs

Why am I receiving this research message?

Your provider determined you may be a good candidate for this research study.

How can I opt out?

If you do not wish to participate, please click "Alert" on the homepage and select "No, THANK YOU" for the research study on the next page.

How can I opt in?

Participation is by invitation.