MyChart Frequently Asked Questions

NM MyChart Recent Enhancements
What new enhancements are available in NM MyChart (web)?
What new enhancements are available in the MyNM app?
Enrollment Questions
What is MyChart?
Should I use MyChart in an urgent situation?
Is there a fee to use MyChart or the MyNM app?
How do I sign up for NM MyChart?
What is an Access Code?
What should I do if my Access Code is disabled or does not work?
Is my Access Code my username?
What if I've never had an appointment with a Northwestern doctor, but am interested in getting signed up for MyChart?
Who do I contact if I have further questions?
About the MyNM App
What is the difference between MyChart and the MyNM app?
I already have the MyChart app on my phone - can I continue to use the MyChart app instead of MyNM?
How do I get the MyNM app?
What password do I use to log into the MyNM app?
Will information from the NM MyChart app show up when I log into the MyNM app?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
Why can I see upcoming tests that haven't been scheduled yet?
Why is some of my health information on MyChart incorrect or missing?
When I update my medications and allergies, does that automatically go onto my medical record?
How do I send a message to my doctor?
If I send a message to my doctor or nurse, when can I expect a reply?
Why can't I see my doctor in the list of available doctors to message?
Can I have a doctor removed from my list of doctors to message?
Can I send an image or video attachment via message to my physician?
I use another patient portal to see information from visits for one of my physicians. Will that information be available in the upgraded version?
What is the My Documents activity and how is it used?
I have an alert saying that I need to complete my annual flu vaccine - how do I inform my clinician's office that I have already completed this?
MyChart for My Family
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Can I view a family member's health record in MyChart?
What will I have access to as a Proxy?
If I use the MyNM app, will my existing proxy relations from the MyChart app still work?
Can I remove someone who current has proxy access to my account?
If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse?
Managing My Billing Statements and Payments
What is MyChart Bill Pay?
How do I sign up for MyChart Bill Pay?
How has the Billing Account Summary page changed?
What bills are available to me in MyChart?
Why can't I see any of my old bills in the upgraded version of NM MyChart?
Can I apply my payment to specific statements?
Can I setup a payment plan in MyChart?
Who can view MyChart and make payments on accounts?
How is my credit card information stored?
How will I know when a new statement/bill is available?
Can I sign up for paperless billing?
Who can I contact with questions about my bill?
Are there other ways to pay my bill?
Managing My Appointments
What is Pre Check-In and how do I use it? Is it mandatory?
What if the Reason for Visit I need is not available for scheduling?
Why isn't my doctor listed as an option to schedule with?
Can I still request an appointment online if my doctor or Reason for Visit is not available for Direct Scheduling?
What if the time or day(s) I need are not available?
My doctor practices in two locations. Will I have the option to schedule with him/her in either location?
When scheduling an appointment, do I have to choose my scheduling location first? What if I want to schedule based on provider?
Where can I view a list of my scheduled appointments in MyChart?
Can I cancel an appointment using MyChart?
What happens when I confirm an appointment in MyChart?
eVisits
What is an eVisit?
How do I request an eVisit?
How much does an eVisit cost? Does my insurance cover this service?
Can I get a prescription during an eVisit?
Can I cancel my eVisit after the request has been submitted?
Happy Together
How do I link my account to other organizations via Happy Together?
What additional actions can I take after linking my account to another healthcare organization?
Can I access this information on both the mobile app and on the website?
Can I stop seeing information from an organization I’ve linked?
I can see other people’s information (e.g. my child) at a different organization. When my accounts are linked, can I also see that information here?
How does MyChart know where I have been seen before, or where I have other health data?
How is my information protected?
Why aren’t all of the organizations where I have been seen available to link?
What if I do not recognize an organization that appears on my list of accounts?
What do I do if I believe there is a mistake in the information I see?
What do the notification bubbles mean in the Other Providers section of the home page?
Why can’t I see certain information from other organizations?
Why can’t I message a doctor from another organization?
Share Everywhere
What is Share Everywhere
How do I generate a Share Everywhere code?
Is this functionality available in the mobile app?
What can the person viewing my record via Share Everywhere see? Can they communicate with my NM physician?
Advance Care Planning
What is the Advance Care Planning activity?
What type of documents can I submit?
What happens after I submit a document?
What questionnaires are available?
Managing My Profile
I forgot my username or password. How can I retrieve it?
I keep forgetting my password. Is there an easier way to sign in?
Where can I update my personal information (e.g. home address, e-mail, or change my password)?
Where can I update my notification preferences?
Security
Is MyChart secure?
What is your Privacy Policy?
Why does MyChart log me out after a period of time?
Technical Questions
What computer tools or applications do I need in order to use MyChart?
Why am I not receiving notifications when there are new messages or lab results sent to my account?
How do I add "NM.org" as a trusted email domain?
Can I access MyChart from my mobile phone or iPad/tablet?
Is MyChart always available?
Other
What if I still have unanswered questions?


NM MyChart Recent Enhancements


What new enhancements are available in NM MyChart (web)?

  • Include certain attachments, like photos and video, on messages sent to your provider.
  • Complete the Pre Check-In process from home, saving you time when you arrive for your appointment. You can electronically sign documents, update your demographics information, add or verify insurance (including submitting insurance card images), add credit card information to pay outstanding balances, pre-payments, or authorize copays, and update information about your medical history (including your medications, allergies, and preferred pharmacy).
  • View orders and tests placed by your physician.
  • Request records and view copies of information released from Medical Records.
  • Patients who are pregnant can pre-register for their day of delivery to save time when arriving at the hospital.
  • Link your NM MyChart account to other organizations via Happy Together to view clinical information from another organization in your NM MyChart account.
  • Allow non-NM physicians to review your NM MyChart information by generating a Share Everywhere code.
  • Utilize the Pay as Guest page to pay bills without needing to log into your MyChart account.
  • Keep your clinicians up-to-date on your End-of-Life / Advance Care Planning decisions by uploading the associated documents in our Advance Care Planning activity.
  • Keep track of all of your documents in the My Documents section.

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What new enhancements are available in the MyNM app?

The MyNM app is a brand new digital platform launched in December 2018, which offers you the same functionality as the MyChart app, including:

  • Send secure electronic messages to your doctor’s office.
  • Access health information related to your care.
  • View your lab results and discharge instructions.
  • Request prescription refills.
  • Schedule, change, or view your appointments.
  • View billing statements and pay your outstanding balances.
  • View the health record and billing information for your family member(s) via Proxy Access.

In addition to these MyChart-related features, the MyNM app introduces these new features:

  • Find a physician or location
  • Access real-time, indoor turn-by-turn directions for locations on the downtown Northwestern Memorial Hospital campus
  • Obtain information about Northwestern Medicine from anywhere, anytime

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Enrollment Questions


What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health*. With MyChart or the MyNM app, you can use the Internet to:

  • Send secure electronic messages to your doctor's office.
  • Access health information related to your care.
  • View your lab results and discharge instructions.
  • Request prescription refills.
  • Schedule, change, or view your appointments.
  • View billing statements and pay your outstanding balances.
  • View the health record and billing information for your family member(s) via Proxy Access

For further information, please review the MyChart Terms and Conditions.

*Some of MyChart's features may not be available for hospital-based care

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Should I use MyChart in an urgent situation?

Neither MyChart nor the MyNM app should be used for urgent matters. If you are experiencing a life-threatening illness or injury, please go to the nearest hospital emergency department and/or dial 9-1-1 for immediate attention.

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Is there a fee to use MyChart or the MyNM app?

Both the MyNM app and MyChart are free services offered to our patients. Some features, like certain virtual visits, might have a fee associated.

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How do I sign up for NM MyChart?

NM MyChart requires that you have an Access Code in order to enroll and create an account. There are a few ways you can get an Access Code:

  • During an office visit with your doctor, check-in staff may ask if you are interested in enrolling and send you an email with an Access Code.
  • If you aren't asked to enroll during check-in, you should receive an Access Code on your visit summary paperwork before you leave the office.
  • If you don't have an upcoming appointment or don't want to wait, you can always visit the NM MyChart enrollment activity.
  • If you are stuck or have questions, please contact our NM MyChart Help Desk at 1-855-HLP-MYNM (1-855-457-6966).
  • Click here to learn how to download the MyNM app.

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What is an Access Code?

An Access Code allows you to quickly sign up for your MyChart account and for the system to associate this new account with your existing medical record. You may have received an access code in your doctor's office via email or on your After Visit Summary paperwork. If you never received an access code, or if your access code is expired or doesn't work, you can request a new one at any time and have it sent to you via email, text message, or letter - depending on your preference. Alternatively, you can select the "I don't have an Access Code" button on the MyChart login page to begin the direct self-signup process.

Click here to request a new access code.

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What should I do if my Access Code is disabled or does not work?

For your security, your Access Code expires after 90 days and is no longer valid after the first time you use it. If you've already received an Access Code, but it is disabled, expired, or does not work, you do not need to contact your doctor.

Click here to request a new access code.

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Is my Access Code my username?

No, your Access Code is not your MyChart username or password. You will use this code only once in order to log into MyChart for the first time (the code will expire once you use it or after 90 days). During your initial MyChart login, you will be asked to create your own unique MyChart username and password, which you will use for your subsequent logins.

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What if I've never had an appointment with a Northwestern Medicine doctor, but I am interested in signing up for MyChart?

In order to sign up for a MyChart account, you must be an established patient of Northwestern Medicine. You are an established patient if one of the following can apply to you:

  • You've had an office visit with one of our Northwestern Medicine providers
  • You were admitted and had an Inpatient stay at Northwestern Memorial, Lake Forest, Central DuPage, Delnor, Kishwaukee or Valley West Hospital
  • You were seen in the Emergency Room at Northwestern Memorial, Lake Forest, Central DuPage, or Kishwaukee Hospital

If you're interested in setting up your first appointment with a Northwestern Medicine doctor, please contact our Patient Services Center at 312-695-1920 or you can request an appointment by filling out our online form here.

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Who do I contact if I have further questions?

You can submit an email to MyChart@NM.org with your name, phone number, and best time to contact or call our 24/7 MyChart HelpDesk directly at 1-855-HLP-MYNM (1-855-457-6966).

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About the MyNM App


What is the difference between MyChart and the MyNM app?

MyChart is the tool that Northwestern Medicine uses to offer patients personalized and secure on-line access to portions of their medical records. MyChart can be accessed on a desktop computer using an Internet Browser like Chrome, Firefox, Safari or Internet Explorer. MyNM is Northwestern Medicine’s mobile app which makes accessing MyChart easier for patients using a mobile device like a phone or tablet. MyNM contains MyChart, as well as many other helpful features.

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I already have the MyChart app on my phone - can I continue to use the MyChart app instead of MyNM?

No. To continue using MyChart to access your Northwestern Medicine health information on a mobile device, you will need to use the MyNM app. Our new app offers enhanced capabilities not available in the MyChart app. Access to MyChart from a desktop computer is not changing.

If you also use the MyChart app to access health records from other, non-Northwestern Medicine health systems, you may need to keep the MyChart app on your phone.

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How do I get the MyNM app?

Text MYNM to 43506 to receive a link to the app, or search “MyNM” in the App Store for iPhone or Google Play store for Android phones.

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What password do I use to log into the MyNM app?

To access information, patients should use their existing NM MyChart login information. If a username or password is forgotten, use the prompts in the MyNM app login page to reset your information. This is a secure method to access medical information and pay medical bills. Those who are not NM MyChart users may register as new users on the app.

See additional information about logging into NM MyChart here.

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Will information from the NM MyChart app show up when I log into the MyNM app?

Yes. All Northwestern Medicine information from the MyChart app will be the same and will be visible in the MyNM app.

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Your Medical Record


When can I see my test results in MyChart?

Most test results are released to MyChart as soon as they become available to your doctor*. This can be anywhere from 3 - 7 business days. If you were admitted to one of our hospitals or had an Emergency Room visit, any tests that have been resulted during your stay will be released to MyChart when you're discharged.

Please keep in mind, your doctor may not always have the opportunity to review your results before they are released to your MyChart account.

*For safety reasons, some results are not eligible for auto-release to your MyChart account. Please see below for more information.

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Why are certain test results not shared electronically via MyChart?

Certain test results are considered very sensitive in nature. Due to this, your physician will likely want to discuss these results with you prior to making them available for viewing in MyChart. Also, historical test results from hospital stays and ED visits prior to June 8, 2015 are not available to view in MyChart at this time.

You always have the option to request a paper copy of your medical records from our Health Information Management department. Please, select this link for instructions: www.NM.org/Medical-Records-Request.

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Why can I see upcoming tests that haven't been scheduled yet?

The Upcoming Tests and Procedures activity is a compilation of all current Test or Procedures ordered for you by your Clinician. These orders may require action on your part or could be scheduled at an external facility not directly integrated into NM MyChart. If these are scheduled at a Northwestern Medicine facility these should display in your upcoming appointment activity.

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Why is some of my health information on MyChart incorrect or missing?

Your MyChart information comes directly from your electronic medical record maintained by your doctor's office. Your health information is reviewed and updated in your electronic medical record each visit. At your next clinic visit, talk to your doctor about correcting or adding health information in your record. If your patient portal recently transitioned to MyChart, your MyChart account may be blank when you first sign up. Most users will start seeing their health information in their account after their next doctor's visit.

If you've been admitted or visited the Emergency Room at Northwestern Memorial or Lake Forest Hospital, but have never had an Office Visit with a Northwestern Medicine doctor, you will not see health information populated in the Medication, Allergy, or Immunization sections of your MyChart account. A summary of your health information can be found on your Discharge/Admission Summary.

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When I update my medications and allergies, does that automatically go onto my medical record?

No, this will require a review with your clinician to confirm the updates before it being fully incorporated into your medical record. While you can submit an update at any time this will be reviewed and updated in your record at your next visit with Northwestern Medicine.

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How do I send a message to my doctor?

Once you're logged in, hover over the Messaging tab and select "Send a Clinical Message". Any doctor you have had an office visit with in the last 3 years or you will see in the upcoming year should appear in your dropdown menu of doctors. Once you select the appropriate doctor, you can choose your subject from the list of options.

To send a message using the MyNM app, log in and click the Messages tile from the dashboard. On the next screen, select the green “send a message” button, and follow the onscreen directions. Don’t forget to add a recipient for your message in the “To” section, as well as a subject.

Please, remember that MyChart messages are meant for non-urgent questions only.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within two (2) business days during regular business hours.

Please note that MyChart should not be used for urgent situations. If you are experiencing an emergency and need immediate attention, please contact your local emergency room or dial 911.

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Why can't I see my doctor in the list of available doctors to message?

In general, you are only able to message those doctors with whom you have had an office visit, procedure visit, hospital visit, or e-visit in the last 3 years or you have an appointment scheduled with them up to 1 year in the future.

Other types of encounters will be excluded from messaging enablement to a specific provider.

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Can I have a doctor removed from my list of doctors to message?

Unfortunately, MyChart does not allow the ability for us to manually remove a doctor from the list of available doctors you are able to message. Doctors will automatically disappear from your list when it has been 3 years since the last time you have interacted with them via office visit, procedure visit, hospital visit, or e-visit.

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Can I send an image or video attachment via message to my physician?

Yes. MyChart messaging functionality allows a patient to attach an image, video, or PDF document to a message and send it to their doctor securely. Patients are allowed to submit up to 3 attachments in a message. Attachments that you send via MyChart will automatically be stored in your permanent electronic medical record. Your attachments must be below certain file size and video length limits, which are subject to change. You can view these limits by hovering your mouse cursor over the question mark icon at the bottom of the screen when sending a new message.

To add an attachment to your message, simply select the Browse button at the bottom of the new message screen, and navigate to the file you would like to attach. Once the file is attached, you will see a preview at the bottom of the screen and you will be able to add a label to describe the attachment. Sending an attachment is just as easy in the MyNM app: on the new message screen, click “Attachments” and select a file from your device to include.

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I use another patient portal to see information from visits for one of my physicians. Will that information be available in the upgraded version?

No. The NM MyChart upgrade will ONLY allow you to see information from your visits with care teams that use NM MyChart at a Northwestern Medicine facility (unless you are linked via Happy Together - review the Happy Together FAQ entries below for more information). Information from visits to your private physician's office will remain separate.

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What is the My Documents activity and how is it used?

The My Documents activity is accessed by navigating from the home page to the Health tab then select Document Center and finally select My Documents. This activity allows you to view, download, and print documents that you have on-file. All documents that you could receive via a Release of Information request are included here.Note: Documents will not begin to display on this page until three days after submission. This is by design to allow our Medical Records team time to review and accept any pending documents. The status of the documents wil display next to the date. If you have questions about any of the documents within the activity, please contact our Medical Records department by calling 312-926-3375.

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I have an alert saying that I need to complete my annual flu vaccine - how do I inform my clinician's office that I have already completed this?

Select the alert or navigate to the Preventative Care activity (under the Health tab). On the card that says Annual Flu Vaccine, hover over the bottom right part of the card and select Mark as Complete. Then, enter the date that the vaccination was given on. After accepting the date, you will now see the Annual Flu Vaccine listed under Requested Updates. Your clinician's office now has this information and will add it to your medical record.

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MyChart for My Family


Can I ask questions regarding a family member from my MyChart account?

No. MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one MyChart account?

No. Due to the sensitive nature of medical information, each adult must establish his or her own MyChart account.

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Can I view a family member's health record in MyChart?

Proxy Access allows a parent, legal guardian, or other caretaker to access another patient's account in order to help manage their healthcare. Those requesting Proxy Access will need to complete a consent form and turn it into the patient's doctor's office for review and approval.

For those requesting access for another Adult (18 yrs and older) or an Adolescent (12 to 17) patient's NM MyChart account, the patient's signed consent will also be required in order to be granted access. If you cannot obtain the Adolescent's approval a parent or guardian can submit a request for a Minor Proxy account that will have limited access.

To get started on completing a consent form, you can download and print off the form that is applicable for you:

Proxy Consent Form - Minors
Proxy Consent Form - Adolescent
Proxy Consent Form - Adults

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What will I have access to as a Proxy?

Adult Patients (18yrs +):

If you have Proxy access to an adult patient, you will have access to everything the patient would have access to in their own account. Please keep in mind that the patient can revoke your access at any time, if they so choose.

Minor Patients

Age 0-11: If you have proxy access to a child age 11 and under, you will have access to their full MyChart record.

Age 12-17: State and Federal law restricts parental access to certain medical information for minors age 12-17. If you have proxy access to child in this age range, you will have partial access to your minor's MyChart record. This includes upcoming appointments, appointment requests, immunizations, allergies, billing information, growth charts, and messaging. Full access can be granted to you, however, if your child provides their signature granting this permission.

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If I use the MyNM app, will my existing proxy relationships from the MyChart app still work?

Yes. The same agreements set in NM MyChart will transfer over to the MyNM app.

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Can I remove someone who current has proxy access to my account?

Yes. You may "revoke" proxy privileges to your account at any time by going to Family Access Settings under My Family's Records >Who Can View My Account? Select the applicable Proxy and click on "Revoke Access". This change will take effect immediately.

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If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse?

Messages sent to your doctor's office can be manually disabled by you from proxy viewing when sending the message. To prevent proxy review, please remove the check from the box next to the "All others with access to *YOUR NAME* at this time" from the message review section.

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Managing My Billing Statements and Payments


What is MyChart Bill Pay?

Similar to the online Bill Pay option available on NM.org, MyChart Bill Pay provides MyChart patients convenient, easy-to-use and secure access to statement details and online bill payment options. With MyChart Bill Pay, you can view your bill, ask questions, and make online payments.

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How do I sign up for MyChart Bill Pay?

You are not required to sign up for MyChart Bill Pay. The Bill Pay feature is automatically available after you register for MyChart.

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How has the Billing Account Summary page changed?

Previously, the guarantor accounts associated with your patient record were listed in a table, with each guarantor account as its own separate row. In order to reduce confusion, we have updated the display, so that now each guarantor account is displayed as its own separate card. Each card will list the patients that are covered by that account and the outstanding balance, along with also providing links to view the account details, last statement, and send a billing-related customer service message. As of now, only Personal/Family and NM Lab guarantor account types will display in MyChart. We are working to expand this list in the future.

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What bills are available to me in MyChart?

MyChart Bill Pay provides you access to bills from visits to any Northwestern Medicine facility.

If you do not see a bill reflected in NM MyChart please visit MyBill.nm.org for more options.

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Why can't I see any of my old bills in the upgraded version of NM MyChart?

If you recently were asked to "upgrade" your NM MyChart account, billing information prior to March 3, 2018, will not be viewable in NM MyChart. To see or make a payment for a bill generated before March 3, please go to nm.org and click "Pay a Bill".

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Can I apply my payment to specific statements?

Yes. When accessing MyChart Bill Pay, your online statement will be pre-populated with the Amount to Pay and the Total Amount Due. When making a payment, you will have the option to select the account to which you wish to apply your payment. If no account is specified, your payment will be applied to the oldest balance on file.

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Can I setup a payment plan in MyChart?

Yes. By navigating to the Account Details page within your guarantor account (Billing tab > Billing Account Summary > See Account Detail), you can create a recurring monthly payment plan. In order to be eligible to enroll in a payment plan, you must have a minimum Amount Owed of $25.01 and you must have a monthly payment amount of $25.00 or greater. The maximum number of payments allowed is thirty-six (36). If you currently have a payment plan setup with our billing vendor, Simplee, you will not be allowed to create another payment plan in MyChart (this will be stated in your Account Details page if it applies to your account).

Once created, your monthly payments will be automatically deducted on the specified date from the credit card you selected. MyChart does not allow the creation of manual payment plans at this time.

Note: We no longer offer the ability to terminate payment plans via MyChart. To do this, please contact our Billing department at (855) 286-2861.

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Who can view MyChart and make payments on accounts?

The patient or the patient's designated guarantor, as well as any adult proxies assigned by the guarantor, can access a patient's MyChart and Bill Pay information. For instance, when a bill is created for a child in MyChart, the parent who is the designated guarantor can view the child's MyChart and pay the bill. To provide access to the second parent, the parent who is the guarantor would need to designate the second parent as a proxy. Any adult who is not a designated guarantor or proxy will not be able to access the child's MyChart account.

If a teen proxy is established and the teen is listed as the guarantor, the patient's MyChart information will not be accessible to either parent. Parents can only view their children's MyChart information when they are the designated guarantor or listed as a proxy.

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How is my credit card information stored?

Your credit card information is stored and saved in Trust Commerce, a trusted payment and risk management provider who manages all online payment processing for Northwestern Medicine. Trust Commerce is a payment card industry (PCI) compliant provider.

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How will I know when a new statement/bill is available?

MyChart will send you an email when a new statement is available. You will need to log into MyChart on a desktop computer or on your phone using the MyNM app to see the details of your new statement.

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Can I sign up for paperless billing?

Yes. Please note, you must agree to receive email notifications to go paperless. MyChart will send you an email when a new statement is available.

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Who can I contact with questions about my bill?

If you have questions about your bill, you can send a message using MyChart. Simply login into your account and select the "Billing" tab. All messages sent using MyChart will be answered within 7 business days. If you have a question that requires immediate attention, please call (855) 286-2861 to speak with a Patient Service Representative.

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Are there other ways to pay my bill?

Visit MyBill.NM.org for payment options or tap the Billing tile from the dashboard in the MyNM app. You can also choose to use the new Pay As Guest functionality (available on the MyChart login page) by clicking here.

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Managing My Appointments


What is Pre Check-In and how do I use it? Is it mandatory?

Pre Check-In is an activity within an upcoming appointment that allows you to complete various appointment-related tasks within a single workflow from the comfort of your own home. By completing these tasks at home, you will not need to do them when you arrive at your physician's office. With Pre Check-In, you can:

  • Verify or update demographics information
  • Electronically sign certain documents
  • Pay outstanding balances, pre-payments, and/or authorize copays
  • Verify or update insurance information and upload images of your insurance card
  • Verify or update medications and allergies information (including preferred pharmacy)
  • Answer appointment-related questionnaires

To access the Pre Check-In activity, navigate to your Upcoming Appointments page and select one of your upcoming appointments. If your appointment is enabled for Pre Check-In functionality, you will see a section header for "Pre Check-In" and a button asking you to update your information.

Completing the Pre Check-In activity is voluntary. It is encouraged in order to save you time at your physician's office, but it is not mandatory.

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What if the Reason for Visit I need is not available for scheduling?

Not every Reason for Visit is available for scheduling in MyChart at this time. The following considerations may prevent a Reason for Visit from being scheduled:

  • Patients who are new to a specialty may need to call in and speak to a scheduler in order to establish a new relationship with a provider. The schedulers are able to help take into account certain insurance coverage issues and provider sub-specialties to help you select the clinician most suited to your needs.
    Please refer to our provider directory for more information or to find a provider.
  • In general, visits that require pre-work such as labs or procedures will require you to call and make your appointment.
  • Immunizations, vaccinations, and flu shots require supplies to be checked prior to scheduling an appointment to ensure sufficient stock.
  • Visits for more than one appointment reason have special duration considerations that must be handled by a scheduler.
  • Some Pre-op and Post-op visits have very specific timing restrictions.

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Why isn't my doctor listed in my options for scheduling?

Only select areas are participating in MyChart scheduling at this time. If your doctor is not in the list of options for scheduling, it may be due to their specialty not currently having MyChart scheduling activated. We are currently working to expand our list of available specialties. More specialties will become eligible for MyChart scheduling in the following months. If you do not see a specialty listed, it is still being assessed for MyChart scheduling capabilities and may be enabled at a future date that is still to be determined

If no providers are appearing at all, you likely do not have a visit within the specialty you are scheduling from the past 3 years. Therefore, you are considered a "new" patient, and may have to call to complete the scheduling process. You can contact one of our schedulers directly at one of the locations listed in our provider directory or in the Find a Doctor tool in the MyNMapp.

Additionally, you still have the option to Request an Appointment using MyChart on a desktop computer by logging in, selecting the Visits Tab, selecting Schedule an Appointment, then selecting one of the 3 “Send an appointment request message for…” options at the bottom of the page. All appointment requests submitted through this feature are sent to our scheduling team who will review your request and follow-up via MyChart message or phone call to confirm availability with you.

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Can I still request an appointment online if my doctor or Reason for Visit is not available for Direct Scheduling?

If your doctor, reason for your visit or specialty isn't an option for scheduling on MyChart, you still have the option to Request an Appointment using MyChart by logging in, selecting the Visits tab, selecting Schedule an Appointment, then selecting one of the 3 “Send an appointment request message for…” options at the bottom of the page. All appointment requests submitted through this feature are sent to our scheduling team who will review your request and follow-up via MyChart message or phone call to confirm availability with you.

You also have the option to call and make your appointment with one of our schedulers. To make an appointment by phone, please contact one of our schedulers directly at one of the locations listed in our provider directory.

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What if the time or day(s) I need are not available?

In general, MyChart displays the most up to date availability for your doctor. If you feel like you should be seen sooner, please contact our scheduling team so they can discuss the reasons for your visit and determine if there's any other action that can be taken. To make an appointment by phone, please contact one of our schedulers directly at one of the locations listed in our provider directory. Please remember, if this is a medical emergency and you are in need of immediate care, please dial 911 or go to your nearest emergency room or facility.

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My doctor practices in two locations. Will I have the option to schedule with him/her in either location?

Yes. If you're doctor practices in multiple locations, they will show up as a separate option for each location they practice at. You will have the option to choose your desired location and then search for availability based on that selection.

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When scheduling an appointment, do I have to choose my scheduling location first? What if I want to schedule based on provider?

By default, a location should be chosen first. If you are not sure about the location, you can click the “Select from available providers” hyperlink at the bottom of the Locations step to select based on provider name instead of location.

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Where can I view a list of my scheduled appointments in MyChart?

You can view a complete listing of your scheduled appointments with Northwestern Medicine by logging in from a desktop computer and going to the Visits tab on your main account menu and selecting "Appointments and Visits". In the MyNM app, log in and tap the "Appointments" tile from the dashboard.

With the exception of Surgery appointments and appointments scheduled in our Executive Health department, any appointment scheduled over the phone or online will be visible to you in your Appointments Hub. You can also view your past appointments (including After Visit Summary information) at the bottom of this page.

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Can I cancel an appointment using MyChart?

Yes. You will have the option to cancel select appointments in MyChart. There are no restrictions or fees associated with cancelling your appointments, but you will be required to indicate the reason for your cancellation. All cancellations done through MyChart will process immediately - no additional follow-up is needed.

If you wish to cancel an appointment using a desktop computer, please go to the Visits tab at the top of your account screen, select Appointments and Visits, select the specific appointment that you would like to cancel, then complete the process by selecting the Cancel Appointment button at the bottom of your screen.

If you wish to cancel an appointment using the MyNM app, log in and tap the Appointments tile from the dashboard. Tap the appointment you wish to cancel, and select the “cancel” option from the following screen.

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What happens when I confirm an appointment in MyChart?

Confirming an appointment in MyChart acknowledges that you are aware of your upcoming visit and still plan on coming in. Confirming your appointment also prevents any subsequent appointment reminders from being sent to you via email or phone for that specific appointment.

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eVisits


What is an eVisit?

An electronic visit, or eVisit, lets you communicate online with a Northwestern Medicine physician. An eVisit does not allow for face-face interaction with a physician. When requesting an eVisit, you will fill out an online questionnaire and receive an electronic response from the physician to discuss your symptoms. Currently, eVisits are only available for Dermatology topics. To request an eVisit, you must:

  • Have a Northwestern Medicine MyChart account
  • Have been seen by a Northwestern Dermatologist in the past 3 years
  • Agree to the eVisit terms and conditions
  • Submit a credit card for authorization and potential payment

You may request an eVisit only for advice on non-urgent conditions. If you have an urgent need to speak with or see a physician, call your physician, go to the nearest emergency room or call 911.For medical emergencies, always call 911 immediately.

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How do I request an eVisit?

Using a computer, log into your NM MyChart account and go to the Messaging tab. Select Ask a Question, then select the eVisit option. eVisits are not currently available within the MyNM app.

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How much does an eVisit cost? Does my insurance cover this service?

An eVisit costs $60 for follow-up issues. This fee will be preauthorized with the credit card you provide. If a physician is unable to treat you for your condition virtually, you will not be charged. At this time, Northwestern Medicine will not bill insurance for an eVisit.

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Can I get a prescription during an eVisit?

Your physician will review your medical record and eVisit responses and provide a treatment plan. You may be prescribed medications. Refill requests will be addressed as appropriate by the physician receiving the eVisit. It is possible that you will be directed to submit the refill request to the prescribing physician.

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Can I cancel my eVisit after the request has been submitted?

Once you have submitted your request, you will be unable to cancel it. The request is sent to one of our Northwestern physicians, who will review the information and develop a response.

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Happy Together


How do I link my account to other organizations via Happy Together?

From the MyChart home page, hover over the Profile tab and select Manage My Accounts. From this page, you can see the organizations available to link to via Happy Together. If you have no listings under Accounts, this means that our system does not have any records of you receiving care at other organizations. Please, during your next NM visit, inform the registration staff that you have been seen at another organization and would like that information pulled into your NM chart. Once this is completed, the organization should populate under the Accounts section of this page. To complete the link, select Link Account, then answer one of the available challenge questions. Once answered successfully, your account will be linked.

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What additional actions can I take after linking my account to another healthcare organization?

After linking your account to another healthcare organization, you can view the following information along with the information in your MyChart account from this organization:

  • Allergies
  • Health Issues
  • Medications

If your account is active at the other organization, you can also view and interact with the following features:

  • Messages
  • Test Results
  • Appointments and Visits
  • Care Team
  • When you see the CE (Care Everywhere) icon external symbol, the information is coming from an outside organization. Tap the symbol on a mobile device or hover over the symbol on a desktop to see where the information is coming from.

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    Can I access this information on both the mobile app and on the website?

    You can view all your information from other organizations in the mobile app, but you’ll need to log in to the website to interact with some features like messaging and scheduling.

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    Can I stop seeing information from an organization I’ve linked?

    You can unlink an organization in the Manage My Accounts activity. This will stop information from that organization from showing in this account. Any organizations that you choose to unlink will remain available in the Manage My Accounts activity.

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    I can see other people’s information (e.g. my child) at a different organization. When my accounts are linked, can I also see that information here?

    You must have an account here and at the other healthcare organization, with access to the same patient’s information in both, to see cross-organization information for that patient. What you can see and do in MyChart depends on what the other healthcare organization allows you to see and do in your account with them.

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    How does MyChart know where I have been seen before, or where I have other health data?

    As you move between your healthcare provider, we securely exchange your health information with other healthcare organizations so that your care team can see all of your health information. Our organization can identify you as a patient at another healthcare organization and request your record in order to provide care for you. When other organizations share your record with us, this information becomes part of your chart in our healthcare system and is only seen by providers involved in your care. This secure, electronic exchange of your record gives your care team information they need to give you safe and effective care, and allows MyChart to give you a more complete picture of your health.

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    How is my information protected?

    We carefully protect the privacy and security of your information using different physical, administrative, and technical controls. When your information is shared, your record is encrypted and delivered in a secure, electronic format. Only healthcare professionals who are involved in your care can see your information at the healthcare organization.

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    Why aren’t all of the organizations where I have been seen available to link?

    A healthcare organization must be part of this account linking network to allow you to link your account. Visit www.epic.com/happytogether to see which organizations are already on this network and which ones will be joining soon.

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    What if I do not recognize an organization that appears on my list of accounts?

    You will see organizations where you have a medical record in their system. Sometimes, a name might not look familiar because:

    • A clinic might use a name that is different from the name of the organization that owns the clinic.
    • An organization where you were seen a long time ago might have changed its name since the last time you were seen there.

    If you have concerns about your information at that location, you should contact that organization.

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    What do I do if I believe there is a mistake in the information I see?

    If you believe there is a mistake with the information you see in your MyChart account, contact the organization listed in the bubble that appears when you tap or hover over the CE external symbol. If there is no external symbol, this information is coming from us, so call our help desk at 1-855-HLP-MYNM.

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    What do the notification bubbles mean in the Other Providers section of the home page?

    If you see a number listed in a red notification bubble: This means that you have notifications available at the linked organization. Red notification bubbles appear only if you have an active account at the linked organization. You can jump directly into your active linked accounts by clicking the icon for that organization. When you click a linked organization’s icon, your account at that organization opens in a new browser window or tab.

    If you see a question mark inside of a yellow notification bubble: This means that you do not have an active account at the linked organization. You can still see your medications, allergies, and health issues that are documented at the linked organization. If you want to create an account with the linked organization to have access to other features or information, such as test results, messaging, scheduling, and appointments, visit the patient portal website of the linked organization or ask your provider at the linked organization how you can get signed up.

    If you see an exclamation mark inside of a red notification bubble: This means that there was an error while retrieving your information from the linked organization. Please try again later. If the problem persists, contact the associated organization.

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    Why can’t I see certain information from other organizations?

    Sometimes, you might not be able to see some information from other organizations because:

    • You might not have that information documented at the linked healthcare organization.
    • If the same information is in your record at the linked organization and here, it is not marked with the CE external symbol.
    • The linked organization might not allow patients to view that information. The information from the linked organization that you see in MyChart depends on what that organization allows you to see in your account with them.

    Sometimes, you might be unable to view your test results as expected because:

    • You might not have an active account at the linked healthcare organization.
    • The Show field at the top of the test results page allows you to show test results from all organizations (this is the default setting). You may use the dropdown list to show test results coming only from a single organization.
    • The linked organization might not release all or any test results. In this case, test results you can’t see through the other organization’s portal will also not appear in your MyChart.

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    Why can’t I message a doctor from another organization?

    If you cannot send a message to a provider at another organization, consider the following:

    • If you do not see options to message your providers from a linked organization, you might not have an active account at the linked organization.
    • You must be using a web browser (not the MyChart Mobile app) to message providers from other organizations in your account.
    • Messaging might be a feature this organization does not use. If you have sent messages through the linked organization’s portal in the past, you might have to log in to your account at the linked organization to access this feature.
    • If you don’t see the provider on the list of available providers to message, that provider or organization might not allow messaging.

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    Share Everywhere


    What is Share Everywhere?

    With Share Everywhere, patients can grant temporary, secure, one-time access to their medical record to any provider anywhere, even if the provider doesn't have an interoperable EHR. Internet access is all that's needed, which means even a provider across the world could view a patient's chart to provide care.

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    How do I generate a Share Everywhere code?

    Patients can generate a share code from the new Share Everywhere activity, which is accessible on the MyChart website under the Health > Medical Tools > Share My Record menu option and from the home screen on the MyChart mobile app.

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    Is this functionality available in the mobile app

    Yes, you can generate a Share code directly from the MyChart mobile app home page by selecting Share My Record.

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    What can the person viewing my record via Share Everywhere see? Can they communicate with my NM physician?

    After you have given the Share code to your non-NM clinician, the clinician can enter the code on a publicly accessible Epic-hosted website, ShareEverywhere.com, to review the your information, including allergies, medications, health issues, immunizations, test results, past visit summaries, and code status. The clinician sees the same information that you can see in your own MyChart account.

    The clinician viewing your information does have the ability to send a message to any NM clinician that you are able to message via your MyChart account normally.

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    Advance Care Planning


    What is the Advance Care Planning (ACP) activity?

    The ACP activity allows you to submit documents related to Advance Care Planning. The documents that you submit are reviewed for inclusion in your electronic medical record.

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    What type of documents can I submit?

    You can submit documents such as:

    • Power of Attorney
    • Living Will
    • POLST
    • Mental Health Treatment Declaration

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    What happens after I submit a document?

    After your document has been submitted, our Medical Records team will review and either Accept or Deny it. If your document is accepted, your PCP will receive a notification letting him/her know.

    After a decision has been made, it will be reflected on the ACP page (near the bottom). You can also elect to be notified when a document has been accepted/denied (this is enabled by default).

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    What questionnaires are available? How are they used?

    Two questionnaires are currently available:

    • For My Loved Ones - The answers to this questionnaire cannot be reviewed by clinicians. They are intended for you and whomever you would like to share them with.
    • For My Care Team - These answers are made available to your clinical team. Note: Clinicians are not informed by the system of these submissions. You are expected to bring these answers/concerns up at your next visit.

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    Managing My Profile


    I forgot my username or password. How can I retrieve it?

    If you have forgotten your username or password, you can reset it by following these steps:

    Click on the "Forgot My Username" or "Forgot My Password" link. These links are located directly underneath the boxes where you enter your login information.

    • You will be asked to verify a few pieces of information.
    • For username recovery, we will send your username to the personal email address we have on file for you.
    • For forgotten passwords, MyChart will prompt you to reset your password to something new once you verify your information.

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    I keep forgetting my password. Is there an easier way to sign in?

    When accessing NM MyChart on a desktop computer, you may only sign in using your username and password. Additional options may be available using the MyNM app, such as logging in with a pin number, a fingerprint, or a face scanner.

    Apple devices with TouchID and FaceID, as well as various Android devices are supported. First, log in with your username and password, and select the option on the login screen to save your username. Then visit the Settings page by opening the menu and clicking the gear icon. Select "MyChart Settings" to view and enable the alternative sign-in options compatible with your phone.

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    Where can I update my personal information (e.g. home address, e-mail, or change my password)?

    Log into MyChart using a desktop computer and hover over the "My Profile" tab. To update your home address or other demographic information, select "Demographics". To update your account password or security question, select "Security Settings".

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    Where can I edit my notification preferences?

    From the MyChart home page, hover over the Profile tab and select Notifications. Once on the Notification Settings page, select a section to view a drop-down menu containing rows for different notification types. By selecting the Email icon, you can enable or disable these notifications from being sent to your email on file. If the Email icon is purple, that means it is enabled; if it is not filled in then that means it is disabled. The Mailbox icon means that physical mail will be sent to you for that notification type. If there is a lock icon placed on the Email or Mailbox icons, then that means you cannot edit the setting (it has been set system-wide as an organizational decision).

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    Security


    Is MyChart secure?

    We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal IDs, and passwords. Each person controls their password, and their account cannot be accessed without that password. Furthermore, MyChart uses the latest 128-bit SSL (Secure Socket Layer) encryption technology to encrypt your personal information such as username, passwords, and account information over the internet. Any information provided to you is scrambled en route and decoded once it reaches your browser. This is the same security used by the online banking industry. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website. The MyNM app uses these same levels of security.

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    What is your Privacy Policy?

    MyChart is owned and operated by Northwestern Medicine and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given to your health records and will never be sold or leased by MyChart. You may view the organization's Notice of Privacy Practices by requesting a copy from your physician's office or going to www.NM.org.

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    Why does MyChart log me out after a period of time?

    We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for twenty minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

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    Technical Questions


    What computer tools or applications do I need in order to use MyChart?

    You need access to a desktop computer that is connected to the Internet and an up-to-date browser (such as Internet Explorer).

    Web Browser Guidelines:

    • Internet Explorer 9.0 (standards mode and IE8 compatibility mode)
    • Internet Explorer 8.0 (standards mode only)
    • Mozilla Firefox 13.x and above
    • Safari 5.x on Mac/Windows
    • Google Chrome 20.x and above

    Operating System Guidelines:

    • Windows 7 Enterprise x64 with SP1
    • Windows 7 Enterprise x64
    • Windows XP Professional SP3 x86
    • Please note, Northwestern Medicine recommends these guidelines. If you use a browser or operating system not listed above; the website may still work, but some features may not be available.

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    Why am I not receiving notifications when there are new messages or lab results sent to my account?

    Verify that you have the correct email address listed for receiving MyChart notifications. To do this, after logging in to your MyChart account, hover over the Profile tab and select Persnoal Information. Scroll down the page until you reach the Contact Information card and confirm that your correct email address is listed. If the email address listed is correct, then check your spam or junk folder - MyChart notifications will be sent from no-reply@nm.org.

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    How do I add "NM.org" as a trusted email domain?

    To ensure that your MyChart notification messages are not sent to your spam or junk folder, you can:

    • Add No-Reply@NM.org and HelpDesk@NM.org to your email contact list, OR
    • Adjust your email filters to always receive emails from trusted email domain "NM.org". Contact your email provider for assistance with adjusting your filters, if necessary.

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    Can I access MyChart from my mobile phone or iPad/tablet?

    Yes. MyChart can be accessed securely from your iPhone, iPad, or Android device by downloading the MyNM app. Simply go to the App Store or Google Play/Google Market and search for MyNM (by Northwestern Medicine). Alternatively, text "MyNM" to 43506 to receive a link to download the MyNM app.

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    Is MyChart always available?

    No. MyChart may not be available to users all the time due to system failures, back-up procedures, maintenance, or other causes beyond the control of Northwestern Memorial HealthCare. Access is provided on an as-is, as-available basis, and Northwestern Memorial HealthCare does not guarantee users will be able to access MyChart at any particular time.

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    Other


    What if I still have unanswered questions?

    Please, contact our MyChart Support Team at 1-855-HLP-MYNM (1-855-457-6966).
    Our support team is available 24 hours a day, 7 days a week.

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