About MyMercy

• What is MyMercy?
• Is there a fee to use MyMercy?
• What do I need to use MyMercy?
• How is MyMercy secure?

Enrollment Questions

• How do I sign up?
• Can you send me a new activation code if I have lost it, let it expire, or did not receive it?
• My activation code does not work. What should I do?

Your Medical Record

• When can I see my test results in MyMercy?
• If I send a message to my provider, when can I expect a reply?
• Where can I update my personal information?
• How do I change my legal name in MyMercy?
• What should I do if some of my information in MyMercy is incorrect?

MyMercy for My Family

• Can I view a family member's medical record in MyMercy?
• Can my spouse and I share one MyMercy account?

Technical Questions

• I forgot my username or password. What should I do?
• I didn't receive my two-step verification code. What should I do?
• I was logged out of MyMercy. What happened?
• What do I do if I get locked out of my account?
• I have multiple MyMercy accounts. How do I link them together?
• How do I delete my account?
• Who do I contact if I have further questions?

What is MyMercy?

MyMercy offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With MyMercy, you can:

• Schedule medical appointments.
• View your health information, including medications, allergies, test results, and more.
• Request medication refills.
• Access resources for trusted health information.
• Message your care team.

For more information about MyMercy, check out https://www.mychart.com/features.

Is there a fee to use MyMercy?

No, MyMercy is a free service for all patients.

What do I need to use MyMercy?

You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the MyMercy mobile app on a mobile device.

How is MyMercy secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyMercy messaging is done while you are securely logged in to our website or mobile app.

You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email or text message to log in to MyMercy, in addition to using your username and password. For more information, check out our helpful video on two-step verification.

You might receive email or text notifications that contain links to MyMercy. These notifications allow you to login to MyMercy securely using a link that expires after a short time. Keeping your MyMercy account secure means keeping your phone number and email account secure. If you think that your phone number or email account may be compromised, you can change the phone number or email account on file on the "Personal Information" page in MyMercy.

For further assistance, email us at MyChartSupport@DoNotUse.DoNotUse or call our MyMercy Patient Support Line at (555) 555-5555.

How do I sign up?

There are several different methods of MyMercy signup that might be used by different departments across your healthcare organization:

• Clinic staff might sign you up directly while you're at the front desk or in the exam room.
• You might receive a MyMercy activation code on your After Visit Summary or on a billing statement.
• You might receive a text message or email with an activation code when you come in for a visit.
• You might be able to use self-signup online to create a MyMercy account by matching your information against what is on file in your medical record or with third-party identity verification.

Can you send me a new activation code if I have lost it, let it expire, or did not receive it?

If you don't have an activation code, you can request one on the sign-up page. You can also contact us at MyChartSupport@DoNotUse.DoNotUse. After we verify your information, you will receive a new code.

My activation code does not work. What should I do?

For your security, your activation code expires after a set period of time and is no longer valid after the first time you use it. If you still have problems, email us at MyChartSupport@DoNotUse.DoNotUse or call our MyMercy Patient Support Line at (555) 555-5555.

When can I see my test results in MyMercy?

With MyMercy, you can view most test results as soon as they become available. Know that you will likely see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyMercy.

If I send a message to my provider, when can I expect a reply?

You will generally receive a response within 1-3 business days. Note that MyMercy messages should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

Where can I update my personal information?

On the Personal Information page in MyMercy, you can update your address, phone number, email address, preferred name, and other personal details at any time so that your clinic always has the most up-to-date information in your record.

How do I change my legal name in MyMercy?

To make a request to change your legal name, email MyChartSupport@DoNotUse.DoNotUse or call our MyMercy Patient Support Line at (555) 555-5555.

What should I do if some of my information in MyMercy is incorrect?

Your MyMercy information comes directly from your electronic medical record at your provider's office. Ask your provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record after each visit.

Can I view a family member's medical record in MyMercy?

Yes, you can. MyMercy proxy access allows you to access the medical records of your family members and others you care for, with their permission. You must be at least 18 years old to have proxy access to another person's medical record.

You might also want to grant a family member or friend access to your medical records when you need assistance managing your appointments and other medical needs. To give someone access to your medical record, grant access via a proxy invite through the Friends and Family Access page in MyMercy.

Can my spouse and I share one MyMercy account?

No, due to the sensitive nature of medical information, each person must have their own MyMercy account.

I forgot my username or password. What should I do?

If you're having trouble logging in, click the "Forgot Username?" or "Forgot Password?" link below the login fields for assistance. You will go through two-step verification to verify your identity so you can recover your username or password. You can also contact our MyMercy Patient Support Line at (555) 555-5555 to request assistance.

I didn't receive my two-step verification code. What should I do?

Try checking the spam or junk folders in your email. If the email with your code is not there, try clicking Resend Code. If you still didn't receive the email, it could be that your account has a different email address on file. If you have multiple email accounts, check one of the others to see if the verification code was sent there instead. If none of your accounts received the email, it could be that we don't have an email address on file. If this is the case, call our MyMercy Patient Support Line at (555) 555-5555 for quick support.

I was logged out of MyMercy. What happened?

We aim to protect your privacy and information. If you remain idle for 10 minutes or more after you log in to MyMercy, you will be automatically logged out. We recommend that you log out of MyMercy if you need to leave your computer for even a short period of time.

What do I do if I get locked out of my account?

To have your account re-activated, send an email request to MyChartSupport@DoNotUse.DoNotUse or call our MyMercy Patient Support Line at (555) 555-5555.

I have multiple MyMercy accounts. How do I link them together?

If you've been seen at another healthcare organization, you might be able to view information from that medical record right in MyMercy. You might have heard of this feature referred to as Happy Together. This includes information from other organizations, such as:

• Allergies
• Care team
• Health issues
• Medications
• Messages
• Test results
• Visits

To view this information, you must link your account. Check out our video tutorial on how to do this.

How do I delete my account?

You can request that we deactivate your account by contacting the MyMercy Patient Support Line at (555) 555-5555.

Who do I contact if I have further questions?

Email us at MyChartSupport@DoNotUse.DoNotUse or call our MyMercy Patient Support Line at (555) 555-5555