Frequently Asked Questions

How can MyHealth Online assist me?

MyHealth Online allows you to manage your and your loved ones personal health information. You will be able to:

Send and receive secure messages from your physician's office

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Get Medical Advice from your providers who you have had office visits with

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Request an appointment or follow-up appointment

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View upcoming appointments

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View detail information about your appointments

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Review past appointments and after visit summary (a set of patient instructions given to you after your visit)

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Review test results (click on the "Final Result" option to view the details of your recent tests and read comments written by your physician)

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View current medications, request prescription renewals for medications you have run out of refills

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Review allegy information

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Review immunization records

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View letters written by your physicians

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Securely communicate on behalf of a family member or loved one or have a loved one manage your information. Learn more: Proxy Access Guidelines

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Update personal information and all guarantors' information (click on "Preference" from the left-hand navigation options)

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Review health maintenance issues (Coming soon!)

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What do I need in order to access MyHealth Online?

To access MyHealth Online, you need:

  • internet access and a working e-mail account that you check regularly
  • to accept the Terms and Conditions statement
  • internet browser that meets below mininum version and setting requirements:
    • Internet Explorer 5.x, 6
    • Firefox 1.0 - 1.5
    • Safari 3
    • Netscape 7, 8
    • AOL 3.0 - 9.0
    • Opera 8
    • Session Cookies enabled
    • Javascript enabled
    • 128-bit SSL capability (for secure messaging)

To learn more about 128-bit US encryption and how to check your current browser's encryption strength, read our Security FAQs.

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How do I sign up for MyHealth Online?

All patients who are eligible to participate in MyHealth Online may complete and send an application electronically from our website.

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What is an access code?

The access code that we send to you allows you to activate your account and create your own unique MyHealth Online ID (username) and password. Once you create your MyHealth Online ID (username) and password, your access code becomes invalid and you can discard it. You'll use the MyHealth Online ID (username) and password you created each time you log into MyHealth Online.

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My access code doesn't work — what should I do?

It's possible your access code has expired; it will expire after 60 days. This is a security precaution. Or, If you have already created your MyHealth Online ID (username) and password, the access code becomes invalid. Please contact us; for directions on obtaining a new access code. We will then email you with your new access code.

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How can I be sure that no one else is looking at my medical information?

Your MyHealth Online ID (username) and password that you use to login are key to protecting the confidentiality of your information.

You create your own MyHealth Online ID (username) and password; it is your responsibility to keep your password confidential. You should not share this information with anyone else. If you believe that your password has been compromised, please change it immediately!

You can change your password online at any time, Login, and select Preferences from the left-hand navigation options.

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When I try to login, I get a message that states "login unsuccessful", please explain?

  • On your keyboard, make sure your Caps Lock Key is not on. Your MyHealth Online ID (username) and password are case sensitive
  • Make sure you do not enter extra spaces in either the MyHealth Online ID (username) or password fields
  • Be sure you are not using your access code. Your access code is not your MyHealth Online ID (username) or password. It's a code that it used to activate your account during initial set-up and enables you to create your MyHealth Online ID (username) and password

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What should I do if I forget my MyHealth Online ID (username)?

If you have Forgot MyHealth Online ID, we will e-mail your ID to you. Your home address must be updated in our system in order to use this functionality.

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What should I do if I forget my password?

If you have forgotten your password, please use the Password reset option to reset your information. You must know your MyHeallth ID (username) and have set a security question in order to use this functionality.

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I have completed my online application, but haven't heard anything. How do I check the status of my request?

Processing your enrollment in MyHealth Online generally takes three to five business days. If you have not received your access code by then, please contact us.

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I do not receive notification emails of activity in my account, Or, I have not received an approval notice, please explain?

A notification email is a system-generated message that gets automatically sent out to your email address whenever there is activity in your MyHealth Online account. The activity can include an approval notice, which provides you with instructions on how to set-up your account, an updated lab result or an email message from a provider or staff member.

There are four reasons why you may not receive our notificanion emails:

  1. Spamblocker - You may not receive these notification messages due to a spamblocker on your internet account. In this case your computer recognizes our email as Spam. The only way to prevent our messages from going into your junk/bulk email folder is to add our email address to your address book. Our email address is: MyHealthOnline@AtriusHealth.org .
  2. Initial Set-Up - You have chosen not to receive our notification email. This screen will appear when you are confirming your email address during the initial set-up of your account. Please select "yes" in order to receive our emails.
  3. Incorrect Email Address - You have not updated your email address in your MyHealth Online account. To update your email address: Login to your MyHealth Online account, select "Preferences" from the left-hand navigation options and choose "Change E-mail Address" from the drop down menu.
  4. Firewall - Your computer may have a firewall set-up on the system. An email Firewall Server is an anti-spam anti-virus net appliance that blocks unknown email from your inbox. When the email is sent the server blocks it and automatically deletes the email. In this instance you will be required to make an "exception" to receive emails from MyHealthOnline@AtriusHealth.org .

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I was typing a message and needed to step away for a moment. When I returned I found I was logged out of MyHealth Online?

We want to protect your privacy. While logged into MyHealth Online, if your keyboard remains idle for 15 minutes or more, you will automatically be logged out of MyHealth Online. Any information you have typed will be lost. We recommend that you do not leave your MyHealth Online account open if you are called away. Make it a practice to always log out.

Please note that MyHealth Online currently warns you when you session will expire. Please see the warning below:

If you do not see this warning you may have a pop-up blocker enabled on your computer. Please change the required settings so that you may receive this message from the system.

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My labs were resulted, but I do not see them on my account, please explain?

Labs are automatically released excluding any sensitive labs. Please contact the ordering physicians office to let them know that you would like to see your lab results. You can contact your physician’s office by logging into your MyHealth Online account and forwarding a "secure message" to the physician who ordered your labs or by telephone. Please also note that all test results are not releasable via MyHealth Online do to the sensitivity of them. Any test results considered to be "sensitive" will not be released via MyHealth Online, but you will be contacted directly with the results.

To View Labs on your account:

  • Login with your username and password
  • Click on "My Medical Record" on the left-hand navigation options
  • Click "Test Results" or "Health Trends" from the drop down menu

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I am attempting to "Get Medical Advice" or "Request an Appointment" and the provider is not listed on the drop down menus, please explain?

You must have had an "appointment" within the past eighteen (18) months or a scheduled "office visit" within the next six (6) months in order to see your provider on the drop down menu. Please contact the office via telephone directly in order to schedule new appointments. After your initial office visit, you will see the provider listed on both the Appointment Request and Medical Advice drop down menus.

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How soon can I expect a response to my email message that I've sent through MyHealth Online?

Your providers office will make every effort to respond to your messages within 24 - 48 business hours. Please do not expect prompt replies to your messages over weekends or holidays. If you need to speak with a provider sooner, please call the office directly. Urgent matters should not be dealt with via MyHealth Online.

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What is Proxy Access?

Proxy access allows you to securely communicate on behalf of a family member or loved one's physicians office using MyHealth Online regarding non-urgent matters. Access is granted once a signed paper authorization form has been completed and processed by the patients primary care site location Learn more about proxy access.

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I have been given proxy access, but don't know how to view or activate patients information, please advise?

Login to your MyHealth Online account from our secure page with your MyHealth Online ID (username) and password

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Click on "Family Access Settings" on the left-hand navigation options

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Activate the patient, by clicking on the patient's name

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Can I renew a prescription using MyHealth Online?

If your prescription has run out of refills, you can use MyHealth Online to send a message to your Providers office to have a new prescription written. Your Physicians office will then process your request for a prescription renewal within 2 days.

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Can I request a prescription refill using MyHealth Online?

No. You cannot request prescription refills using MyHealth Online. Please contact your pharmacy directly to order prescription refills.

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MyHealth Online is not intended to replace an office visit. It should only be used for routine and non-urgent matters. Please do not send messages through MyHealth Online that require urgent attention. For any urgent medical matters, please contact your clinician’s office.