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My Health Care Guardian Frequently Asked Questions

Enrollment Questions
What is My Health Care Guardian?
Is there a fee to use My Health Care Guardian?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in My Health Care Guardian?
Why are certain test results not shared electronically via My Health Care Guardian?
If some of my health information on My Health Care Guardian is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
My Health Care Guardian For My Family
Can I view a family member's health record in My Health Care Guardian?
Can I ask questions regarding a family member from my My Health Care Guardian account?
Can my spouse and I share one My Health Care Guardian account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is My Health Care Guardian secure?
What is your privacy policy?
I was logged out of My Health Care Guardian, what happened?
What do I need to use My Health Care Guardian?
My activation code does not work, what should I do?

What is My Health Care Guardian?

My Health Care Guardian 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 My Health Care Guardian, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the My Health Care Guardian electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use My Health Care Guardian?

My Health Care Guardian is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a My Health Care Guardian activation code during their clinic visit. This code will enable you to log in and create your own username 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 your next office visit.

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Who do I contact if I have further questions?

You may e-mail us at MyChartSupport@*****.com, or you can call our My Health Care Guardian Patient Support Line at 855-799-0044 or Email: MyAtriumHealth@atriumhealth.org

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When can I see my test results in My Health Care Guardian?

Your test results are released to your My Health Care Guardian account after your physician has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via My Health Care Guardian?

Your provider is able to determine which types of test results are able to be accessed through My Health Care Guardian. Further, tests of a very sensitive nature are not released to My Health Care Guardian.

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If some of my health information on My Health Care Guardian is not correct, what should I do?

Your My Health Care Guardian 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.

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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 1-3 business days. Please note that My Health Care Guardian 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.

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Can I view a family member's health record in My Health Care Guardian?

Yes, you can. This is called proxy access and allows a parent (or guardian) to log in to their personal My Health Care Guardian 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 or select Share My Record from the Health menu. From there you can select "Friends and family access" and modify or add new access to your health record.

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Can I ask questions regarding a family member from my My Health Care Guardian account?

My Health Care Guardian 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.

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Can my spouse and I share one My Health Care Guardian 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 My Health Care Guardian account.

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I forgot my password. What should I do?

You may contact our My Health Care Guardian Patient Support Line at 855-799-0044 or Email: MyAtriumHealth@atriumhealth.org to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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

Contact us at MyChartSupport@*****.com 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.

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

Log into My Health Care Guardian and from the left menu, go to the Preferences section and select the appropriate option.

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How is My Health Care Guardian 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 cannot be accessed without that password. Unlike conventional e-mail, all My Health Care Guardian messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

My Health Care Guardian is owned and operated by My Health Care Guardian 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 My Health Care Guardian.

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I was logged out of My Health Care Guardian, what happened?

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

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What do I need to use My Health Care Guardian?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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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 MyChartSupport@*****.com or you can call our My Health Care Guardian Patient Support Line at 855-799-0044 or Email: MyAtriumHealth@atriumhealth.org

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