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MyChart Messaging

MyChart - Message My Doctor

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 three years (36 Months).

Self service

  1. While logged into MyChart, go to Messages.
  2. Click on the blue Send a message button.
MyChart messaging center

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 select common ailments.

If you are missing a doctor or add/remove a doctor (message my doctor)

There are specific guidelines that are in place for a provider to be listed in your recipient list for Message My Doctor. These guidelines are established by the MyChart Physician Advisory Group.

**Effective April 2, 2020 Ambulatory Providers

Increased availability of provider messaging through MyChart

In response to the COVID-19 situation and enhance access, patients will now be able to send a message through MyChart to their established ambulatory providers whom they have seen within the last three years (36 Months).

Self service

Office visit encounter types that activate the Message my Doctor functionality are:

  • Office Visit (Regular office visit at Main/FLA/OPHT/CP/AC/SP/FLO)
  • Mobile Visit
  • Wellness
  • OT/PT/Speech
  • Ot/PT FLA
  • Psych Office visit (Regular Psych OV/FLA/CP/AC)
  • Psych Distance Health (Regular/AC/CP)
  • Initial and Routine Prenatal office visit (Regular/CP/AC)
  • Post Partum Office Visit (Regular/CP/AC)
  • Care Coordination Outreach
  • Distance Health
  • PAT
  • Hospice
  • Remote Patient Monitoring

Please note:

  • A MyChart eVisit encounter does not activate the 'Message My Doctor' functionality.
  • If you state that you had a qualifying office visit but it was coded incorrectly in your chart (e.g. you say the date of service was an office visit but the encounter is listed as a telephone encounter, Op Visit, or anything else) you will need to refer to the provider to discuss.

If you are requesting to add a provider

  • Neither you nor MyChart can manually add a provider to your recipient list.
  • A participating provider will automatically be added after you complete a qualifying office visit within the past 36 months.
  • If a provider is not available for you to message in MyChart, you will need to contact the provider's office by phone until you complete a current office visit.

If you are requesting to remove a provider

  • Neither you nor MyChart can manually remove a provider from your recipient list.
  • The provider will automatically remove from the recipient list after 36 months has surpassed since the last office visit.

Resident or fellow completed the visit

These providers typically do not participate in the Message My Doctor functionality. Patients will often call because they have completed an office visit with a resident/fellow, and the precepting staff provider participates in the office visit. Patients will assume that the precepting staff provider should be available through Message My Doctor. If the encounter is listed under the resident or fellow's name, the Message My Doctor functionality will NOT activate for the staff provider even if the provider participates in the Office Visit. You will have to contact the provider's office by phone until an office visit is scheduled with the staff provider and not the resident/fellow.

If you are requesting to message RN, MA, etc through Message My Doctor

You can not directly message support staff through Message My Doctor, such as RN's, MA's, secretaries, etc. These caregivers have the option to send you a secure patient message and allow the patient to directly to reply to them. Otherwise, contact the office by phone.

Message My Doctor: Missing a Message

You have received an email about a message that was waiting for you in MyChart.

Self service

  1. While logged into MyChart, go to Messages.
  2. Look for the message in your Conversations list. New messages will appear in bolded font.
  3. If you received an email notification for a message that is waiting, but it is not in the MyChart Conversations list, contact your provider’s office.

If You Are Unable To Reply to a Message (Message My Doctor)

Self service

MyChart is not enabled to work specifically as an "email system" between you and the provider, meaning messages being sent back and forth. The provider that is sending the message can allow or not allow you to have the ability to reply back.

If you do not have the ability to reply to the provider's message, this means the sender did not allow a reply.

  • You should send the provider a new message through Messages.
  • If the provider's name is not listed on the recipient list for Message My Doctor, then you will need to contact the provider’s office by phone.
  • You can request that the provider enable the reply button on future responses (the feature cannot be enabled on messages that were already sent).
  • Once enabled, you will have 30 days to reply to the message or the reply button will expire.

Message My Doctor's Office: Adding Images and Video

Through the MyChart Message My Doctor’s Office feature, you can upload and include up to five image and/or video files when sending a message to your provider.

Supported file types: BMP, DOC, DOCX, JPG, JPEG, PDF, PNG, TIF, TIFF, 3GP, 3GPP, AVI, MOV, MP4, MPEG, MPG, WMV

Max file size: 8 MB per photo/image, 65 MB per video

Patients

You can message your established Primary Care Provider at any time, regardless of when you were last seen.

For all other specialists, you can message providers you have seen within the last three years, and if you have had one of the following encounters with the provider:

  • Office Visit (Regular office visit at Main/FLA/OPHT/CP/AC/SP/FLO)
  • Mobile Visit
  • Wellness
  • OT/PT/Speech
  • Ot/PT FLA
  • Psych Office visit (Regular Psych OV/FLA/CP/AC)
  • Psych Distance Health (Regular/AC/CP)
  • Initial and Routine Prenatal office visit (Regular/CP/AC)
  • Post Partum Office Visit (Regular/CP/AC)
  • Care Coordination Outreach
  • Distance Health
  • PAT
  • Hospice
  • Remote Patient Monitoring

Self service

To upload an image:

  1. Click the "Attach" button
  2. Navigate to the location of your stored images on your computer
  3. Select the image file and click "Open"

To learn more about charges:

  • Click on the "Learn More" link

Changing the image description / adjusting document type:

  • Click the pencil icon in the Visit Media section of the navigator and adjust the corresponding fields

To Delete a Message:

  • Click the X on the image thumbnail

If You Are Unable To Delete Messages (Move to Trash)

If you cannot delete MyChart messages or would like to retrieve deleted messages.

Self service

Please note: 

  • Messages must be read; unread messages cannot be trashed (deleted)
  • You can only trash (delete) one message at a time

If messages are read (will appear unbolded in your conversations list)

  1. Click the "Delete" icon either while in the list view of the Inbox or while in the opened message

If unread (will appear bold in your MyChart inbox)

  1. Click on the message open it
  2. Once the message is open, click the move to trash button in the top right corner of the message

Restore a trashed (deleted) message

  1. Go to Message Center / Trash
  2. Click to open the message you wish to restore, then click "Restore Conversation" in the top-right corner of the screen.
  3. The message will move back to the Conversations folder

Telederm: Dermatology eVisit Image/Photo Upload

MyChart allows dermatology patients to electronically submit images to their physician during an eVisit.

Self service

You will upload image files to the system using your home PC.

  • 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.)
  • Each file must be saved with the description in the following format: Name of the body part followed by Left or Right, e.g. Hand Right or Foot Left
  • You can upload up to 5 photos. At least one photo is required to complete the eVisit.