MyChart Frequently Asked Questions

Following CDC guidance, Wellstar has begun vaccinating our patients against COVID-19. We support the CDC and the Department of Public Health as they strive to vaccinate every Georgian, and our mission is to offer the vaccine to all Wellstar patients who meet the CDC criteria as supply becomes available.

• Current vaccination appointments have been filled, but more appointments will be available soon for those who meet the current criteria — Wellstar patients age 65 and older in the care of a Wellstar Medical Group primary care provider.
• Appointments for Wellstar patients who meet the criteria must be made through MyChart. The link will show when the patient meets the current criteria, and will display available appointments based on the number of vaccines allotted to Wellstar by the Department of Public Health.

MyChart offers patients personalized and secure online 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, you can use the internet or mobile device too.

MyChart is a free service offered to our patients.

You must have an existing patient record at Wellstar to be able to use MyChart. Once you have had a visit at a Wellstar facility, you can request an activation code from a clinical or front desk staff member.

At your next visit, please ask your caregiver for a MyChart activation code. The staff will gladly assist you in setting up your personal Wellstar MyChart account.

Please review our tip sheet on how to activate your MyChart account.

If you need additional assistance, please contact the MyChart Help Desk. Service desk hours are Monday through Friday, 8:30AM to 5:00PM. Phone: (470) 644-0419 Fax: (770) 999-2306 Email: [email protected].

MRN is short for Medical Record Number. This number is a 9-digit number including any leading zeros. It is a unique number assigned to you when you first see a doctor at Wellstar. You can find your MRN on your bill statement, after visit summary, appointment schedule reminder, and appointment reminder letter.

The term proxy means someone who has access to a MyChart account that is not their own.

MyChart Adult Proxy Access gives adult family members and caregivers access to an adult patient's MyChart record — with their permission.

Without proxy access, a family member or caregiver would not be able to contact the MyChart Help Desk to request password assistance to their loved one's MyChart account.

To enable proxy access, complete the Proxy Invite feature or complete the following forms:

• Adult Proxy Form
• ROI Authorization Form [Spanish version]
• Amendment Form

*Both parties must sign the adult proxy form in order to receive adult proxy access.

MyChart Child Proxy access gives the parent or legal guardian of a minor child access to parts of the child's medical record.

What can I see if I am granted Child Proxy access?

1. If the child is 11 years-old or younger the parent of legal guardian is granted full access to their child's MyChart record.
2. If the child is between 12 and 17 years old the parent is granted limited access to their child's MyChart record — the parent can only view immunizations and schedule appointments.
3. When the patient turns 18 the parent's or legal guardian's proxy access will automatically be revoked, as the patient is now an adult.

Teen Access allows teens age 12–17 to have full access to their own MyChart account. Teens can invite friends and family to have full proxy access to their account by using the Proxy Invite feature.

• Child Proxy Form

Child proxy access is only granted to a parent or legal guardian of a minor. If you are a legal guardian you must submit proof of guardianship to be granted child proxy access to that child's record. If your teen (12–17 years old) has their own MyChart account, they can send you a proxy invite to have access to their account.

What is a power of attorney or healthcare agent?
A person appointed by a patient in an advance directive to act for and on behalf of the patient and to make decisions related to consent, refusal or withdrawal of any type of healthcare and decisions related to autopsy, organ donation, and final disposition of a patient’s body when the patient is unable to or chooses not to make these decisions for themself.

When do I need a power of attorney or healthcare agent?
Advance Care Planning (ACP) is a process of communication between an individual and their healthcare agent and healthcare providers to discuss and reflect on personal values and preferences regarding healthcare. It is also a process of planning for future healthcare decisions in the event that the individual loses the ability to make their own decisions or express their values and preferences. During this process, an individual may choose to complete an Advance Directive for Healthcare. An Advance Directive for Healthcare is a legal document in which an individual may choose to:

1. Designate a healthcare agent to make decisions for themself when they are unable to do so; and
2. Or make some of their treatment preferences known.

What is an advanced directive?
A written document voluntarily executed by an adult person with decision-making capacity that specifies a healthcare agent (HCA), treatment preferences, or guardianship. Advance directive forms include any of the following: living will, durable power of attorney for healthcare and the Georgia Advance Directive for Healthcare. These forms can be found in our advance care planning packets. Within your MyChart account, you can upload documents related to your advanced care planning for review. Upon submission, your documents will be routed to the appropriate team to review your submission.

For detailed steps, please review our tip sheet. If you have any questions about advance care planning, please call our Advance Care Planning Manager, Amy Bocchino, at (470) 956-5812 or the Ethics Program at (470) 956-6475.

How do I get a MyChart activation code?
Patients can get a Mychart activation code:

1. During any Wellstar facility visit.
2. From the Wellstar MyChart Sign-Up page.
3. By calling the MyChart Help Desk at (470) 644-0419.

Does MyChart ever deactivate?
Yes, MyChart will automatically deactivate when a patient is marked as deceased in our system. Once it has been deactivated we cannot reactive your loved ones MyChart account. However, if you had proxy access to a patient before they are marked deceased, you can contact the MyChart Help Desk to request a 30-day reactivation of your loved ones MyChart account as a courtesy.

Upon request patients can contact the MyChart Help Desk at (470) 644-0419 to deactivate their MyChart account at any time.

Is the filling out a HIPAA form at my providers office the same as filling out a proxy form?
No. The HIPAA form gives your consent for your clinical staff members to discuss personal information about you with whomever you indicate on that form. That is not the same as giving proxy access to a family member to have full access to your past and present medical records.

There are a few conditions you must meet to message a provider:

• You must be Wellstar patient with an active MyChart account.
• You must have had a visit with that provider within the past two years.

MyChart is not used to communicate medical concerns to your doctor.

If you are experiencing an urgent medical problem, call 911 or your physician's office immediately.

A provider will be available for messaging after you have had a visit with that provider. You can message a provider you have previously seen for up to two years, after this period the provider will not be available for messaging. Your Wellstar PCP will be available to message if one has been documented on your record as part of your care team.

If the provider you are attempting to message doesn't appear as an option, please call our MyChart Service Desk.

• Hours: Monday through Friday 8:30AM–5:00PM
• Phone: (470) 644-0419
• Fax: (770) 999-2306
• Email: [email protected]

Any clinical user can send you a direct confidential message.

Yes, if you have proxy access to another patient's MyChart account you can send a message on their behalf. When sending this message, you can also select which of your proxies it will be visible to.

Please contact your providers' office to set up a proxy.

You can only review your results from within your MyChart web or mobile account. Click on the Health menu and select the Test Results. On Test Results, click anywhere within the row to display the results for that test.

Beginning March 17th, your results will release to your MyChart account the same day the result has been finalized with the exception of HIV and genetic testing results. HIV and genetic testing results are released manually. If you feel that your test results should be available but you don't see them in MyChart, it is best to call your Primary Care Physician’s office to discuss the test results.

A final result is complete and filed. An edited result is one that has been received and edited by the physician or entered manually by the office personnel. A pending result is one that might not be completed yet — for example, the total lab might have five different result components but only four have been completed.

A paper lab result may have been scanned into your medical record. Scanned results cannot be viewed through MyChart. It is best to message your provider via MyChart to discuss any questions you may have about a particular result.

Radiographic images are not transmitted through MyChart at this time. You can obtain copies of radiology images (X-Rays or CT Scans for example) by contacting the office where your images were taken.

Test results in your MyChart account are released automatically with the exception of sensitive information. If you do not see test results, please call the ordering physician's office and request the release of your information, or discuss it with your physician during your next visit.

Billing statements will appear after we have received a response from your insurance. There are a few reasons why your billing statements don't appear in MyChart:

• Third-party services such as; imaging, lab or emergency department visits will not appear in your MyChart account, these are billed separately.
• Your account is in bad debt.

Charges available in your MyChart account are for services provided by Wellstar Health System and its employed physicians. Patients may receive paper bills from other provider groups if those services are not provided by Wellstar Health System employed physicians; such as emergency department visits, lab or imaging tests, or if they are a homecare patient.

If you have questions or concerns regarding your account, please contact our Customer Service Department at (470) 245-9998.

Words appearing in blue are hyperlinks to more information. Hyperlinks appearing under the Current Health Issues, Medications, and Preventive Care sections take you outside of the MyChart application to web pages that specialize in those topics. Some of these links will bring you directly to the specific topic while others will allow you to conduct your own search on a Wellstar-approved website. If you wish to return to MyChart, simply select the "X" or close window icon in the upper right corner of the screen.

The "Last Done" hyperlinks in the Preventive Care section stay within MyChart and provide a list of dates that the Preventive Care procedure was conducted.

Two-Factor Authentication (2FA) is an extra layer of protection for your online account. This is to ensure that the person accessing your account is the appropriate person. When you opt-in for this feature, you will be prompted to enter the verification code sent to the email on the MyChart account.

The verification code will expire after 20 minutes. You will be required to verify your identity each time you log into a new browser or device.

At any time, you can opt-out of 2FA — by default, your account is not enabled for this feature.

When you browse the internet and visit different sites, your browser saves content and data in temporary storage — this temporary storage is called cache. We recommend that you clear your browser cache and delete your cookies before trying to login to your account again.

When logged into your MyChart account, most screen will have a printer icon in the top-left corner of the page. Depending on your browser, you may see the printer icon or have a PDF viewer with its own print option.

Some features are only available via MyChart's website portal. View a comparison chart for what features are available for the mobile app and website portal.