Frequently Asked Questions

When you visit a UR Medicine location (inpatient, outpatient, Urgent Care, emergency or lab) you will have instant access to your test results in MyChart. This means you may see results before your doctor; thank you in advance for your patience in allowing your physician time to communicate with you about your test results.

As a reminder, MyChart proxys will be able to view all test results; you can review and/or change your settings.

Since you are viewing the full, unedited results, some of the language may not be familiar to you and might even be confusing or concerning. Please discuss any questions raised by these results at your next visit when appropriate. For more urgent questions/concerns, please contact your doctor's office.

Sometimes tests are ordered by a member of your care team. If you do not recognize the ordering provider, and want to make sure your provider received the result, you can call the lab to verify (585) 758-0510 option #3, or view UR Medicine Lab Location/Numbers). As a rule, tests results outside the "normal/standard range" are always sent to your PCP.

MyChart graph/trend reports are only available on those results conducted at a UR Medicine lab from Nov. 1, 2010 and on, as well as test results from inpatient stays or emergency room visits at Strong Memorial of Highland hospitals from Dec. 2013 and on.

A flowsheet is where data about a specific condition is stored in your electronic chart. For example, blood pressure readings will be recorded in a blood pressure flowsheet. Your doctor may send you a flowsheet through MyChart, and request that you enter information from home (i.e., blood pressure readings, glucose levels and even weight). The flowsheet will be available by clicking on Medical Record > Track My Health. Once you enter and submit the information, your doctor's office will be able to review and add information into your chart. Please note you will only see Track My Health if your doctor sends you a flowsheet.

Click here for a step-by-step process on how to use MyChart Flowsheets.

Your MyChart information comes directly from your electronic medical record. You have the ability to electronically request changes to your allergies, medications or current health issues by clicking on the Add button or hovering over the item and selecting Remove in these areas. Any changes you request will be reviewed and updated at your next in-person visit.

For additional requests, please call or message your provider's office to request the updates you would like to be made. In some instances, providers may elect to make the change at your next office visit. However, if the change is something that may impact your treatment or evaluation of your health status, your provider may request that you start an official Amendment Request process. This process is mandated by federal government (read more here), and is intended to ensure that patients have a forum to discuss disagreements with information in their medical record. Please fill out this form to begin the process.

You will generally receive an answer within two business days. Please note that MyChart should not be used for urgent situations. Please contact your healthcare provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

Alerts only are sent out if new information (lab results, messages, appointment reminders) appears in MyChart. If you are not receiving alerts, it could be for one of the following reasons:

1. You put in an incorrect email address when you signed up. Click on Settings > Email/Text Alerts to make sure information is correct.
2. Email alerts are being viewed as junk mail or spam by your computer. Look in your Junk Mail folder for email alerts from mychart@urmedicine.org. If you see some messages there, you'll want to change the settings on your email filter so that it allows messages from mychart@urmedicine.org to pass through (i.e., make urmc a "safe" address, add to your address book, etc.). This is called "whitelisting." For more specific instructions, try this website: How to Whitelist an Email.

If you have checked the settings and you still are not receiving email alerts, please contact our MyChart Customer Service Center, available 8 a.m. to 4:30 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also submit a question online here.

You can also receive an alert directly to your cell phone when new information is available in MyChart. You'll need to opt-in for this service; click here to get started.

You can print your MyChart health summary, or even a summary of your clinic visits or inpatient stays:

• Medical Record > Health Summary: Includes Health Issues, Medications, Allergies, Immunizations, Preventive Health
• Appointments > Past Appointments: Go to Medical Record tab > Document Center and click on Visit Records. Select the clinic visit, and click the Download button below to download an overview of your UR Medicine clinic visit.
• Appointments > Hospital Admissions: Go to Medical Record tab > Document Center and click on Visit Records. Select the hospital admission, and click the Download button below to download an overview of your inpatient stay at Strong Memorial or Highland hospitals.
• Appointments > Emergency Visits: Go to Medical Record tab > Document Center and click on Visit Records. Select the emergency visit, and click the Download button below to download an overview of your emergency visit at Strong Memorial or Highland hospitals.

If you are interested in obtaining a full copy or your UR Medicine health record, you will need to print, complete and sign the appropriate patient access form and return to one of the following locations. Sorry, we are unable to process unsigned requests, and at this time, do not accept electronic signatures.

Go to Settings and select the appropriate option: Email/Text Alerts or Password Settings.

MyChart allows you to send messages to a provider who you are scheduled to see within the next six months, or, a provider you have been seen by in the past two years. If you believe you have seen the doctor in this timeframe and he/she is not in your drop-down menu, you can ask if your doctor can be enabled for messaging by contacting our MyChart Customer Service Center for assistance: 8 a.m. to 4:30 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also submit a question online here. As a reminder, please remember that MyChart should not be used for urgent or acute health matters. Please contact your healthcare provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

Yes, you can view another person's MyChart with appropriate consents. This is called proxy access and allows you to log into your personal MyChart account, and then connect to another person's MyChart account. UR Medicine offers three types of proxy access:

• Full Proxy Access (recommended): A full MyChart proxy is able to see all items that appear in another person's MyChart. UR Medicine patients over age 18 can appoint any other adult as a proxy. Parents and legal guardians of children under 12 also can request full proxy access. Click here to request full proxy access now, or ask about proxy access at your next doctor's appointment.
• Full Proxy Access (Without Visit Notes): This means a MyChart proxy will have full access, except they will be unable to see view any Visit Notes. UR Medicine is providing access to many visit notes made by your providers. By referring to these notes, you can gain a better understanding of your health, take more active steps to improve your health and build a closer relationship with your care team. Read more about Visit Note sharing.
• Limited Proxy Access: This option is available to parents and legal guardians for their children ages 12 to 17, and allows them to see their child's allergies, immunizations and letters. Click here to request limited proxy access. Full access to your teen's MyChart is available, but requires his/her permission (per New York State law), and must be requested in-person at your child's doctor's office.

More information on proxy access is available here.

Yes, as long as you have been granted proxy access to his/her account, and ask the question in your proxy view. If you mistakenly ask a question about another individual from YOUR account, the information is placed in YOUR health record, which could potentially jeopardize medical care.

No, due to the sensitive nature of medical information, each adult must establish his/her own MyChart account.

Patients over 18 can select any other adult to become a MyChart proxy. Proxies for patients 17 and under are limited to parents and legal guardians.

Patients over 18 control proxy access, and can choose to start/stop proxy access at any time. If you are a proxy for your child, changes occur when children "age out" of proxy categories. For example, when a child turns 12, proxy access is automatically transitioned to a limited view of MyChart items due to New York State law, which requires a child's permission for parents to continue with full electronic access to his/her health information. Likewise, when a child turns 18, proxy access expires, and he/she must give permission to continue the proxy relationship.

Click on Settings > Access for Family & Friends to see whose MyChart account you can view, and who can view your MyChart. If you no longer see the name of the person under the "Whose Records Can I View" heading, then you should talk with him/her to find out more information. If the name is listed there, and you are having difficulties connecting, please call our MyChart Customer Service Center, available 8 a.m. to 4:30 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also contact us through our online question form.

You can upload a profile picture to display in MyChart only. To do this, go to Settings > Personalize, click the Edit button, and then click on the pencil icon. Once you've uploaded a new photo, remember to click Save. Here are some common image upload errors that you may see:

• "This file exceeds the maximum size allowed for attachments": MyChart profile photos can be no larger than 500 KB. Please reduce the file size of your photo before uploading again.
• "This file does not have an allowed filename extension": You may have tried uploading a file type that is not supported. MyChart profile pictures must be one of the following: JPG, PNG, TIFF, BMP, or TIF.
• View your health summary from the MyChart electronic health record.
• "The system timed out while waiting for your attachments to upload. Please try again": MyChart may have timed out while trying to upload your picture. Please log out, then log back in and try again. Remember, MyChart profile photos can be no larger than 500 KB. You may need to reduce the file size of your photo before uploading again.

If you are still having difficulties uploading a MyChart profile picture, please call our MyChart Customer Service Center, available 8 a.m. to 4:30 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also contact us through our online question form.

During your appointment, your provider makes a note about the visit in your electronic medical record. The note - written primarily to keep your health-care team updated - may include information you shared, as well as your doctor's thoughts about your diagnoses and treatments. Now, you can see these notes online if you have access to our secure patient web portal, UR Medicine MyChart.

By sharing your visit notes with you (and with anyone you have granted MyChart proxy access), we hope to further strengthen the relationship between you and your care team and give you more control of your health. However, sharing notes is not meant to replace the ongoing communication you already have with your provider.

Reading your notes can help you:

• Better remember and follow your treatment plan
• Better understand your health and medical conditions
• Remember how and why to take your medications
• Review next steps, and easily share notes with family, friends, and other caregivers

After your visit, your provider will write a note in your electronic medical record. You will receive an email message letting you know when a note is available. To see the note, you must have an active MyChart account.

• STEP 1: Log in to your MyChart account
• STEP 2: Choose Appointments and Visits from the your menu.
• STEP 3: Find your appointment from the Past Visits section and click View notes link.
• STEP 4: Read your note.
• Note: At times, some providers may opt not to make visit notes available, as note sharing is at the provider's discretion.

Not all notes are automatically shared with patients via MyChart, but patients always have the ability to request a copy of their medical record, including visit notes, from our Health Information Management Department. Please follow the instructions from the "How can I get a copy of my medical record?" FAQ (above in the Your Medical Record section) to submit your form.

Your visit notes serve as a way for your health-care team to stay connected on your care. The notes may include technical medical terms that may not be easy to follow. Your provider is more focused on providing important information than on spelling or grammar, so we ask you to ignore those types of errors if they occur. If you have a serious concern about a note, contact the office or bring it up at your next visit.

Yes, you can find the visit note on your past appointment in the mobile app.

• Review your notes to prepare for follow-up appointments or referrals
• Remind yourself of your treatment plan, procedures, tests or appointments
• Look up any terms you don't understand or ask the office for more information
• Make a "to-do" list based on the notes and take it to your next office visit
• Consider sharing your notes with family or caregivers, to make sure your care team is on the same page

Sharing Visit Notes does not change the confidential relationship you have with your provider. Only you (and any family or friends who have your permission to view your MyChart) will be able to read your notes. Please talk to your provider if there is any information discussed at your visit that you don't want shared with family or friends.

E-Visits are a convenient alternative to a traditional office visit. If you need advice from your doctor, but are not experiencing critical symptoms, you can save yourself a trip to the office by having an E-Visit.

An E-Visit can replace a clinic appointment or certain Urgent Care visits. You won't need to wait for an appointment or leave the comfort of your home.

E-Visits should be used only for non-urgent medical conditions. If you need urgent medical care, please contact your doctor's by phone or find a nearby urgent care center. For medical emergencies, call 911 immediately.

After accepting these terms and conditions, you will be asked a series of questions, which can take between 5-10 minutes to complete your E-Visit request. You may be asked for your insurance details or medication lists. Please be prepared to fill in this information, as you cannot save your progress and finish later.

You can expect a response from our staff within 2 hours, Monday - Friday between 8 am and 3 p.m. Any E-Visits submitted after these hours will be responded the next business day. If you have not received a response within these time frames, please contact your doctor's office.

Non-complex ailments such as back pain, diarrhea, sinus problems and urinary problems are some examples of when to use E-Visits.

** During the state of emergency declared by the governor of New York related to the novel coronavirus (COVID-19), no policy or contract delivered or issued for delivery in this State that provides comprehensive coverage for hospital, surgical, or medical care shall impose, and no insured shall be required to pay, copayments, coinsurance, or annual deductibles for an in-network service delivered via telehealth when such service would have been covered under the policy if it had been delivered in person.

We've recently modernized our billing system, and only those bills generated from this new system can be seen in MyChart:

• Any visit to Highland Hospital after May 1, 2017
• Any services provided at Strong Memorial Hospital, Highland Hospital and all UR Medicine physician practices, lab and imaging sites, and Urgent Care centers after March 4, 2018.

All MyChart payments are made through a secure third-party company called InstaMed, one of our nation's largest and trusted payment networks. InstaMed handles more than two-thirds of the health care industry's payments, processing tens of billions of dollars in payments annually. Using this system means that UR Medicine is partnering with a vendor to keep your information as safe and secure as possible. In fact, UR Medicine is never in possession of your credit card information. Instead, with your approval (via the "Remember my card" option), UR Medicine receives a "token" that may be reused by you at a later date to authorize additional payments.

We're sorry to hear that you're experiencing issues. It's not always clear on what needs to be selected or entered when making a payment. Before you call our MyChart Customer Service Center, please try the following steps:

1. At the "How much would you like to pay today?" prompt, click on either the Amount Due, Outstanding balance (if available), or Other Amount box. If you click Other amount, you'll need to enter a $ amount.
2. At the "How do you want to pay?" prompt, enter the name on your credit card in the Name on Card field. If you have a saved card, click on the saved credit card - this will show and it asks you to enter the security code from the back of the card.
3. If you don't have a saved card, select the blue Add Card button; an InstaMed popup should appear asking for your Credit Card Number and expiration date.
4. Enter your credit card number and expiration date in the fields. Note: for expiration date, please enter it in MMYY format, do NOT enter a "/" and enter the last 2 digits of the year. Example: expiration date is 04/2022, enter 0422. Click Submit.
5. Your address should be pre-populated with what we have listed as your guarantor address. If this is different, you can change it.
6. If all is good, the Continue button should show as a blue button and is clickable.

After you try the steps listed above, if you are still experiencing payment issues, please contact the MyChart Customer Service Center, available 8 a.m. to 4:30 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1), or you can also submit a question online here.

Yes. In addition to paying your bill online, you can use MyChart to set up payment plans, sign up for paperless billing, and view your statements. We have established minimum monthly payment amounts based on your outstanding balance. You can adjust your payment plan, as long as it meets the minimum monthly payment amount, by typing a new amount in the box under "Monthly Payment of" and then click outside the box to see the number of payments.

If you made an error when making a payment, send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or for:

• UR Medicine Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• University Medical Imaging Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• UR Medicine Regional Accounts - Call Thompson Health at (585) 396-6515, 8:00am - 4:30pm, Monday-Friday.

Send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or for:

• UR Medicine Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• University Medical Imaging Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• UR Medicine Regional Accounts - Call Thompson Health at (585) 396-6515, 8:00am - 4:30pm, Monday-Friday.

Yes. Look for the Sign Up for Paperless billing under the Billing Account Summary in MyChart.

Send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or for:

• UR Medicine Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• University Medical Imaging Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• UR Medicine Regional Accounts - Call Thompson Health at (585) 396-6515, 8:00am - 4:30pm, Monday-Friday.

Go to the Billing tab, and select Insurance Summary. From there you can edit, add, and remove insurance information, or for:

• UR Medicine Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• University Medical Imaging Accounts - Call us at (585) 758-7650 or toll free at (888) 925-4301, 8:00am - 5:00pm, Monday-Friday.
• UR Medicine Regional Accounts - Call Thompson Health at (585) 396-6515, 8:00am - 4:30pm, Monday-Friday.

There are two ways you can view and pay bills for your child under the age of 18:

1. If you are listed on your child's account as the guarantor (i.e., the person responsible for paying the bill), you can view the statement and make a payment under YOUR Billing Account Summary page (found under Billing). If you know for certain you are your child's guarantor and do not see an account with your child's name , please contact MyChart Customer Service Center, available 8 a.m. to 4:30 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1), or send us a message.
2. If you are not the guarantor, but you have proxy access to your child's MyChart, you can view the bill and make a payment by looking under YOUR CHILD's Billing Account Summary page. If you do not have proxy access, but you know the account number (found on the patient statement), you can use the Pay A Bill feature (found on the MyChart Login page, below the login prompts).

You can use the Pay A Bill feature (found on the MyChart Login page, below the login prompts). Note this requires you know the account number (found on the patient statement).

Statements are only available to view and download if you are the guarantor (the person listed on the account as responsible for paying the bill). If you are viewing your child's information through the proxy view, you are unable to view the statements via MyChart.

Due to privacy concerns, billing information for patients over the age of 18 are only available to be viewed by the patient. If you have received a statement in the mail, and you know your account number, you can use the Pay A Bill feature (found on the MyChart Login page, below the login prompts) to pay the bill.

You can now use MyChart to view your health information from other organizations where you and your family have records. When you connect your accounts from the participating organizations, you will be able to see the following types of information all right here in your account:

Allergies Medications Visits

Care Team Messages

Health Issues Test Results

Learn more about linking your account, or review your accounts that could be linked.

After linking your account to another healthcare organization, you can view the following information along with the information in your MyChart account from this organization:

• Allergies
• Health Issues
• Medications

If your account is active at the other organization, you can also view and interact with the following features:

• Messages
• Test Results
• Appointments and Visits
• Care Team

When you see this icon , the information is coming from an outside organization. Tap the symbol on a mobile device or hover over the symbol on a desktop to see where the information is coming from.

Learn more about linking your account, or review your accounts that could be linked.

A healthcare organization must be part of this account linking network to allow you to link your account. Visit www.epic.com/happytogether to see which organizations are already on this network and which ones will be joining soon.

Learn more about linking your account, or review your accounts that could be linked.

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal IDs, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your MyChart session. Unlike conventional email, all MyChart messaging is done while you are securely logged on to our website.

MyChart is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by UR Medicine.

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

You can access MyChart from any computer connected to the Internet and an up-to-date browser (such as Internet Explorer, Google Chrome, or Mozilla Firefox).

You can also view MyChart from your iPhone or Droid phones. Go to Apple® App Store or the Android™ Market to download your MyChart Mobile App. See the next question for more information.

From your smart phone, visit your Apple® App Store or the Android™ Market to download the MyURMedicine App, where you can find doctors, urgent care, hospitals, labs and imaging locations. The app includes access to MyChart, which provides you with secure access to frequently used features of UR Medicine MyChart such as messaging your doctors, upcoming and past appointments, test results and much more. Click here to learn more.