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MyChart ® Epic Systems Corporation

MyNM's MyChart Frequently Asked Questions

If your patient portal recently transitioned to MyNM’s MyChart, click here for FAQs

Enrollment Questions
What is MyNM's MyChart?
Is there a fee to use MyNM's MyChart?
How do I sign up?
What is an Access Code?
What should I do if my access code is disabled or does not work?
Is my access code my user name?
What if I’ve never had an appointment with a Northwestern doctor, but am interested in getting signed up for MyNM's MyChart?
Your Medical Record
When can I see my test results in MyNM's MyChart?
Why are certain test results not shared electronically via MyNM's MyChart?
Why is some of my health information on MyNM's MyChart incorrect or missing?
How do I send a message to my doctor?
If I send a message to my doctor, 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?
MyNM's MyChart For My Family
Can I view a family member's health record in MyNM's MyChart?
What will I have access to as a Proxy?
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 your Billing Statements and Payments
What bills are available to me in MyNM’s MyChart?
Can I apply my payment to specific statements?
How is my credit card information stored?
How will I know I have a new statement/bill 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 Your Appointments
What if the Reason for Visit I need is not available for scheduling?
Why isn’t my doctor isn’t listed in my options for scheduling?
Can I still request an appointment online if my doctor or reason for visit isn’t available for direct scheduling?
What if the time or day(s) I need are not available?
My doctor practices in 2 locations. Will I have the option to schedule with him/her in either location?
Where can I view a list of my scheduled appointments in MyNM’s MyChart?
Can I cancel an appointment using MyNM’s MyChart?
What happens when I confirm my Appointment in MyNM’s MyChart?
Managing your profile
I forgot my Username/I forgot my Password. How can I retrieve it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
What if I have feedback on how MyNM's MyChart can be improved?
Security
How is MyNM's MyChart secure?
What is your privacy policy?
Why does MyNM's MyChart log me out after a period of time?
Technical Questions
Do I need to use a specific internet browser in order to access MyNM's MyChart?
I am not receiving notification when there are new messages or new lab results?
How do I add "nm.org" as a trusted email domain?
Can I access MyNM's MyChart from my mobile phone or iPad/Tablet?
Other
Still didn’t find what you needed?


What is MyNM's MyChart?

MyNM's 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 MyNM's MyChart, you can use the Internet to:

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

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Is there a fee to use MyNM's MyChart?

MyNM's MyChart is a free service offered to our patients.

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How do I sign up?

MyNM's 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:

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What is an Access Code?

In order to protect your privacy, MyNM's MyChart requires a personalized access code to sign up and access your account. 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.

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 user name?

No, your access code is not your MyNM's MyChart user name or password. You will use this code only once to log into MyNM's MyChart for the first time. (The code will expire after you have used it or after 90 days.) When you log into MyNM's MyChart the first time, you will then be asked to create your own unique MyNM's MyChart user name and password.

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What if I’ve never had an appointment with a Northwestern doctor, but am interested in getting signed up for MyNM's MyChart?

In order to sign up for a MyNM's 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:

If you’re interested in setting up your first appointment with a Northwestern 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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When can I see my test results in MyNM's MyChart?

Most test results are released to MyNM's MyChart as soon as they become available to your doctor*. This can be anywhere from 3 – 5 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 had the opportunity to review your results before they were released to your MyNM's MyChart account.

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

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Why are certain test results not shared electronically via MyNM's MyChart?

Only test results from a hospital stay or ED visit after June 7, 2015 are available to view in MyChart, at this time. Another reason you may not be able to view all results, is if they are considered to be very sensitive in nature. In that case, your physician will likely want to discuss these results with you prior to making them available for viewing in MyNM’s MyChart.

You always have the option to request a paper copy of your records from our Health Information Management Department. Please select this link for instructions: www.nm.org/medical-records-request.

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

Your MyNM's 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 MyNM’s MyChart, your MyNM’s MyChart account may be blank when you first sign up. Most users will start seeing their health information in their MyNM’s 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, Immunization sections of your MyChart account. A summary of your health information can be found on your Discharge/Admission Summary.

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How do I send a message to my doctor?

Once you’re logged in, you can go to “My Messages” and select, “Send a Message to the Doctor’s Office.” 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

Please remember that MyNM's MyChart messages are meant for non urgent questions only.

Message My Provider

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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 2 business days during regular business hours.

Please note that MyNM's 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 who you have had an office visit with, phone call, or received a letter from in the last 3 years or you have an appointment scheduled with them up to 1 years in the future.

You will not have the ability to send a message to doctors who provided your care during a hospital admission or Emergency Room visit.

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

Unfortunately, MyNM's MyChart does not allow the ability for us to manually remove a doctor from the list of available doctors you’re able to message. Doctors will automatically disappear from your list when it’s been 3 years since the last time you have interacted with them via office visit, phone, or letter.

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Can I view a family member's health record in MyNM's 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) patient’s MyNM's MyChart account, the patient’s signed consent will also be required in order to be granted 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 – 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 11 and under, you will have access to their full MyNM's 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 MyNM's MyChart record. This includes upcoming appointments, appointment requests, immunizations, allergies, billing information, growth charts, and messaging.

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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?

No, all messages you send to your doctor’s office will be private and not visible to individuals who have Proxy access to your account.

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What bills are available to me in MyNM’s MyChart?

MyChart you will have access to your Northwestern Medical Group bills as well as bills from care received at Northwestern Memorial or Lake Forest Hospitals after June 7, 2015. If you recently transitioned to MyNM’s MyChart and have questions about past statements, please visit mybill.nm.org for more information.

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Can I apply my payment to specific statements?

You have the ability to apply payments to a specific account or statement, if you choose. If you do not specify what account or statement you would like to apply your payment, MyNM’s MyChart will automatically default payment to your oldest balance on file.

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How is my credit card information stored?

Your credit care information is stored and saved in Instamed, a trusted payment and risk management provider who manages all online payment processing for Northwestern Medicine. Instamed is a PCI (Payment Card Industry) compliant provider.

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How will I know I have a new statement/bill available?

MyNM's MyChart will send you an email when a new statement is available. You will need to log into MyNM's MyChart 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. MyNM's 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 MyNM’s MyChart. Simply login into your account and select the “Billing” tab. All messages sent using MyNM’s MyChart will be answered within 7 business days. If you have a question that requires immediate attention, please call 844-6-MYBILL (844-669-2455) 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.

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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 MyNM’s MyChart at this time. The following considerations may prevent a Reason for Visit from being scheduled:

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

Only select areas are participating in MyNM’s 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 MyNM’s MyChart scheduling activated.

We are currently working to expand our list of available specialties. The listed 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 in to complete the scheduling process.You can also contact one of our schedulers directly at one of the locations listed in our provider directory.

Additionally, you still have the option to Request an Appointment using MyNM’s MyChart by logging in, selecting the Visits Tab and selecting Schedule an Appointment. 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 isn’t available for direct scheduling?

If your doctor, reason for your visit or specialty isn’t an option for scheduling on MyNM’s MyChart, You still have the option to Request an Appointment using MyNM’s MyChart by logging in, selecting the Visits Tab and selecting Schedule an Appointment. 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, MyNM’s 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 2 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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Where can I view a list of my scheduled appointments in MyNM’s MyChart?

You can view a complete listing of your scheduled appointments with Northwestern Medicine by going to the Visits tab on your main account menu and selecting, “Upcoming Appointments.”

With 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 Upcoming Appointments page.

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Can I cancel an appointment using MyNM’s MyChart?

Yes. You will have the option to cancel select appointments in MyNM’s 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 MyNM’s MyChart will process immediately – no additional follow-up is needed.

If you wish to cancel an appointment, please go the Visits tab at the top of your account screen, select Upcoming appointments and select the appointment, and complete the process by selecting Cancel Appointment button at the bottom of the screen.

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What happens when I Confirm an Appointment in MyNM’s MyChart?

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

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How is MyNM's 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 ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyNM's MyChart uses the latest 128-bit SSL (Secure Socket Layer) encryption technology to encrypt your personal information such as User Name, 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 MyNM's MyChart messaging is done while you are securely logged on to our website.

Additionally, when MyNM's MyChart sends you alerts regarding new information available in your account, we will never include detail of what that information is in your personal email address. You will always have to log into MyNM's MyChart to view that information.

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What is your Privacy Policy?

MyNM's 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 your health records and will never be sold or leased by MyNM's MyChart.

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

We aim to protect your privacy and security of your information. While logged into MyNM's MyChart, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of MyNM's MyChart. We recommend that you log out of your MyNM's MyChart session if you need to leave your computer for even a short period of time.

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Do I need to use a specific internet browser in order to access MyNM's MyChart?

As long you have access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer), you can access MyNM's MyChart. See the “MyNM's MyChart Computer Requirements” under Need Help section on the left side of the page for more information on acceptable browser types that will work with MyNM's MyChart if you’re unsure.

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I forgot my Username/I forgot my Password. How can I retrieve it?

If you forget your password, you can reset it by taking the following steps:

Forgot Password Screen Shot
  1. You will be asked to verify a few pieces of information.
  2. For user name recovery, we will send your user name to the personal email address we have on file for you.
  3. For forgotten passwords, MyNM's MyChart will prompt you to reset your password to something new once you verify your information.

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

Log into MyNM's MyChart and from the left menu, go to “My Profile” and select Change Contact Information.

Forgot Password Screen Shot

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What if I have feedback on how MyNM's MyChart can be improved?

We always welcome feedback on how we can improve MyNM's MyChart for our patients. There is a patient feedback survey option accessible from the Menu tabs at the top of your screen when you’re logged in. Please submit your feedback through this avenue so we may properly document it.

Patient Feedback link location

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I am not receiving notification when there are new messages or new lab results?

Verify that you have the correct email address for receiving notifications. To do so, after you login to MyNM's MyChart, under My Profile - Demographics, check to see what the "Current E-mail" address listed is. If the email address is correct, check your spam or junk folder – notifications for MyNM's MyChart will come from no-reply@nm.org

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

To make sure your MyNM's MyChart notification messages are NOT sent to your spam or junk folder, you can:

  1. Add no-reply@nm.org and helpdesk@nm.org to your email contact list, OR
  2. Adjust your email filters to always receive emails from trusted email domain “nm.org”. Check with your email provider for assistance with adjusting your filters, if needed.

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Can I access MyNM's MyChart from my mobile phone or iPad/Tablet?

Yes. MyNM's MyChart can be accessed securely from your iPhone, iPad, or Android device. Simply go to the Apple Store or Google Play/Google Market and search for MyChart (by Epic). You will then be asked to select the organization that provides your care.

Please note that MyChart was designed and created by Epic Systems. By logging into the app with your MyNM's MyChart username and password, the app will automatically recognize you as a Northwestern Medicine patient and pull in your personal account details and information.

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Still didn’t find what you needed?

Please contact our MyNM's 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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