MyCare Frequently Asked Questions

Enrollment

What is MyCare? MyCare 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 MyCare, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyCare electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.

Is there a fee to use MyCare? MyCare is a free service offered to our patients.

How do I sign up? Patients who wish to participate will be issued a MyCare activation code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during you next office visit.

Who do I contact if I have further questions? You may e-mail us at mycare@gundersenhealth.org, or you can call our MyCare Patient Support Line at (800) 362-9567 ext. 50303.

Medical Records

When can I see my test results in MyCare? Your test results are released to your MyCare account after your physician has reviewed them. This is generally within 1-12 days.

Why are certain test results not shared electronically via MyCare? Your provider is able to determine which types of test results are able to be accessed through MyCare. Further, tests of a very sensitive nature are not released to MyCare.

If some of my health information on MyCare is not correct, what should I do? Your MyCare information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

If I send a message to my doctor or nurse, when can I expect a reply? You will generally receive an answer within 1-3 business days. Please note that MyCare 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.

For my family

Can I view a family member's health record in MyCare? Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyCare account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

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

Can my spouse and I share one MyCare account? No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyCare account.

After enrollment

I forgot my password. What should I do? You may contact our MyCare Patient Support Line at (800) 362-9567 ext. 50303 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

Can you send me a new activation code as I have lost it, let it expire or did not receive it? Contact us at mycare@gundersenhealth.org and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new activation code to you.

Why didn't I get an email letting me know that I have new information in MyCare?

  • Search all messages in your email inbox.
  • Sometimes emails can get lost in your inbox.
  • Check your spam and other email filters.
  • It's possible your email service provider mistakenly sent our messages to your spam or junk folder. To avoid this: Remove Gundersen Health messages from your spam list and add donotreply@gundersenhealth.org to your personal email address book.
  • If you have other filters or routing rules in your email account that may have sorted Gundersen Health System emails elsewhere, be sure to check those, too.
  • Check for issues with your email service provider.
  • If undelivered emails continue to be an issue, check with your email service provider to see if there are any configuration issues or problems with their network that might be affecting your account.

Technical

Where can I update my personal information (e.g., home address, e-mail or change my password)? Log into MyCare and from the left menu, go to the Preferences section and select the appropriate option.

How is MyCare 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 ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyCare uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyCare. Unlike conventional e-mail, all MyCare messaging is done while you are securely logged on to our website.

What is your Privacy Policy? MyCare is owned and operated by MyCare 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 MyCare.

I was logged out of MyCare, what happened? We aim to protect your privacy and security of your information. While logged into MyCare, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyCare. We recommend that you log out of your MyCare session if you need to leave your computer for even a short period of time.

What do I need to use MyCare? You need access to a computer connected to the internet and an up-to-date browser (such as Internet Explorer).

My activation code does not work, what should I do? For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, email us at mycare@gundersenhealth.org or you can call our MyCare Patient Support Line at (800) 362-9567 ext. 50303.

Is my activation code my user ID? No, your activation code is not your MyCare ID or password. You will use this code only once to log into MyCare for the first time. (The code will expire after you have used it or after 30 days). When you log into MyCare the first time, you will then be asked to create your own unique MyCare ID and password.

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