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MyChart ® Epic Systems Corporation

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Call (585) 922-1234 or email mycare@rochesterregional.org

MyCare Frequently Asked Questions

Enrollment Questions
What is MyCare?
Is there a fee to use MyCare?
How do I sign up?
Why is my e-mail required? What is it used for?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyCare?
Why are certain test results not shared electronically via MyCare?
If some of my health information on MyCare is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
MyCare For My Family
Can I view a family member's health record in MyCare?
Can I ask questions regarding a family member from my MyCare account?
Can my spouse and I share one MyCare 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 MyCare secure?
What is your privacy policy?
I was logged out of MyCare, what happened?
I was automatically logged out of MyCare as soon as I logged in, what happened?
What do I need to use MyCare?
My activation code does not work, what should I do?
Is my activation code my username?

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:

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Is there a fee to use MyCare?

MyCare is a free service offered to our patients.

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How do I sign up?

Patients will be issued a MyCare activation code during their clinic visit, emergency room visit or hospital admission. This code will enable you to log in 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.

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Why is my e-mail required? What is it used for?

You are required to provide a valid e-mail during signup so that we can notify you of new information in MyCare in a timely manner. The e-mail notifications tell you to check MyCare and never contain any personal health information. They let you know when you have a new message, new test result, or new after visit summary.

Your e-mail address is securely stored in your electronic medical record. We will not share your e-mail address with anyone outside Rochester Regional Health System.

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Who do I contact if I have further questions?

You may contact the MyCare Patient Support Team by e-mailing us at MyCare@rochesterregional.org or calling (585) 922-1234

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When can I see my test results in MyCare?

Most outpatient test results are released to your MyCare account on average within 36 hours of the result being available. Most inpatient test results are released to your Mycare account within 36 hours of discharge.

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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.

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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 Rochester Regional Health System. Ask your RRHS provider 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 you do not have a provider at RRHS, you may call the Health Information Management Department at (585) 922-4521.

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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 3 business days. Please note that MYCARE SHOULD NOT BE USED FOR URGENT MEDICAL CONCERNS. CONTACT YOUR MEDICAL CENTER IF THE SITUATION REQUIRES IMMEDIATE ATTENTION OR DIAL 911 IF IT IS AN EMERENCY.

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Can I view a family member's health record in MyCare?

Yes you can. This is called proxy access and allows a parent, guardian, spouse or adult family member to log into his/her personal MyCare account, and then connect to information regarding the family member. Complete a Proxy Access Request Form and return it to the family member's RRHS provider's office to request access to this convenient service.

Each person will have his/her own unique username and password that should not be shared with others.

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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.

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Can my spouse and I share one MyCare account?

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

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I forgot my password. What should I do?

You may click the "Forgot Password" link on the sign-in page to reset your password online. You may also contact our MyCare Patient Support Team my sending an email to MyCare@rochesterregional.org or calling (585) 922-1234 to request password reset assistance. Please include your full name, home address and date of birth in your email.

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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?

You may contact our MyCare Patient Support Team by sending an email to MyCare@rochesterregional.org or calling (585) 922-1234 to request a new activation code. Please include your full name, home address and date of birth in your email. You may also contact your provider's office for a new activation code and a new code will be sent via U.S. Postal Mail or to your email address.

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

Log into MyCare and from the menu along the top, go to the Preferences tab and select the appropriate option (Demographics, Change Password).

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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 his/her 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.

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What is your Privacy Policy?

MyCare is owned and operated by Rochester Regional Health Systems 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 Rochester Regional Health Systems.

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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.

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I was automatically logged out of MyCare as soon as I logged in, what happened?

Please try using a different web browser available on your PC. If you do not have other browsers installed, you may need to download any one of the following web browsers for free: Mozilla Firefox or Google Chrome. If you continue to experience an automatic log out issue, you may contact our MyCare Patient support Team by sending an email to MyCare@rochesterregional.org or calling (585) 922-1234.

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What do I need to use MyCare?

You need access to a computer or tablet connected to the Internet and an up-to-date browser (such as Google Chrome, Internet Explorer or Mozilla Firefox) for initial MyCare activation. You can then access your MyCare account through a smartphone, computer or tablet. A MyChart app is available on the App Store for Apple devices and on Google Play for android devices. Please note that not all features are available using the MyChart app.

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My activation code does not work, what should I do?

For your security, your activation code expires after 120 days and is no longer valid after the first time you use it. If you still have problems, email our MyCare Patient Support Team at MyCare@rochesterregional.org or call (585) 922-1234.

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Is my activation code my username?

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 120 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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