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MyChart ® Epic Systems Corporation

Having trouble logging in or have a question?

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 can't I see my test results from when I was admitted into the hospital?
If some of my health information on MyCare is not correct, what should I do?
If my allergies, medications or current health issues are not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Why does my doctor's name not appear on the Ask A Medical Question screen?
Can I see details about a Research Study in which I participate?
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?
Billing Questions
What is a guarantor?
Who can be a guarantor?
Why don't I see any information under the Billing Account Summary section?
Why can't I see my child's billing account information?
What is the difference between being a guarantor and being a proxy?
I have proxy access to a patient but I am not the guarantor - can I view and pay that bill when logged into my MyCare account?
I am the guarantor for a patient - why can't I see his/her patient tab?
What if I have questions regarding insurance, statements, or billing information?
Why do I have multiple accounts listed on the Billing Account Summary page?
How many patients can be listed under a guarantor?
How can I update my Insurance information?
Can I cancel a payment made through MyCare?
How do I request a refund on a payment?
How long does it take for my payment to be applied to my account?
Can I see my Worker's Compensation or No Fault guarantor accounts in MyCare?
Why don't I see a balance that has been sent to Collections?
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)?
How can I save time checking in at the clinic?
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?
Why am I seeing a "Please Update Your Browser" error message?

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 request one by clicking the Request an Activation Code button on the MyCare login page, calling the MyCare Patient Support Team at (585) 922-1234 or emailing mycare@rochesterregional.org.

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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.

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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?

You are able to see most lab and imaging results performed at any of our hospitals (Rochester General Hospital and Newark Wayne Community Hospital), emergency departments and outpatient facilities. Many non-sensitive lab and imaging results will be viewable in MyCare the morning after the result has been finalized.

Sensitive lab, pathology and certain imaging results will be viewable seven (7) days after the test has been resulted.

Delayed Lab tests: Sexually Transmitted Diseases, HIV, drug screens, genetic tests, pregnancy tests, Hepatitis B&C

Pathology and Cytology: PAP screenings, HPV tests and others

Delayed Imaging tests: CT scans, PET scans, MRI, Ultrasound, Nuclear Medicine studies

If you are not seeing your test result in MyCare, please contact your provider.

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Why can't I see my test results from when I was admitted into the hospital?

You are able to see most lab and imaging results performed at any of our hospitals (Rochester General Hospital and Newark Wayne Community Hospital) and emergency departments. Go to the Test Results page. At the top of that page, click ďInclude Hospital ResultsĒ. If you no longer want to view hospital results, click ďHide Hospital ResultsĒ.

If you are not seeing your test result in MyCare, please contact your provider.

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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. Ask your Rochester Regional Health 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 Rochester Regional Health, you may call the Health Information Management Department at (585) 922-4521.

If you would like to electronically request changes to your medications, allergies or current health issues, you can click on the minus sign (-) or plus sign (+) next to the item on each of these pages found under the My Medical Record tab.

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If my allergies, medications or current health issues are not correct, what should I do?

You may electronically request a change to your listed allergies, medications and current health issues. From the Allergies, Medications or Current Health Issues pages found under the My Medical Record tab, click on the plus sign (+) to request an addition and click the minus sign (-) to request removal of an item from your list. Your provider will review these changes at your next 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 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 EMERGENCY.

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Why does my doctor's name not appear on the Ask A Medical Question screen?

In order for a provider's name to appear on the drop down list on the Ask A Medical Question screen, you must have completed an office visit or have an upcoming office visit scheduled with that provider. If either of these are true and you still do not see your provider's name, please contact the MyCare Patient Support Team by emailing mycare@rochesterregional.org or calling (585) 922-1234. 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 EMERGENCY

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Can I see details about a Research Study in which I participate?

Some research studies are visible in MyCare. You can find the Research Studies page under the My Medical Record tab where studies in which you are enrolled or have completed are listed. Click on the study name to display more detailed information about the research study.

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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 Rochester Regional Health 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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What is a guarantor?

A guarantor is the person listed in Rochester Regional Health records as financially responsible for a patient. When there is an outstanding balance that is not covered by insurance, the bill is sent to the guarantor.

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Who can be a guarantor?

A guarantor can be the patient or another person. Most adults (over 18) are their own guarantor. A minor (under 18) most likely has a parent or legal guardian listed as his guarantor.

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Why donít I see any information under the Billing Account Summary section?

You will only see guarantor accounts listed in the Billing Account Summary section when there is an outstanding insurance or self-pay balance on an account.

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Why can't I see my child's billing account information?

Either the child does not have an outstanding insurance or self-pay balance or you are not listed as the childís guarantor in our records.

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What is the difference between being a guarantor and being a proxy?

Being the guarantor means you are the responsible party for any outstanding balances, the person a bill or statement is addressed to. Proxy access is having access to another patientís medical record through MyCare when logged into your own account. If you are the guarantor, you do not need to have proxy access to another patientís medical record in MyCare in order to pay on that account.

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I have proxy access to a patient but I am not the guarantor - can I view and pay that bill when logged into my MyCare account?

No, having proxy access to a patientís medical record does not give you access to view and pay his or her medical bills. You cannot view or pay a patientís outstanding balance in MyCare unless you are listed as the guarantor in our records.

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I am the guarantor for a patient - why can't I see his/her patient tab?

Being the guarantor does not mean you automatically have proxy access to the patientís medical record through MyCare. Unless a Proxy Access Request form has been completed and returned to the patientís Rochester Regional Health providerís office, you will not be able to view the patientís medical record as a proxy.

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What if I have questions regarding insurance, statements, or billing information?

Send a message to our Billing Customer Service Department by going to the Ask Customer Service link under the Message Center tab and selecting Billing Inquiry in the Regarding drop down box. You can also click the send us a customer service request hyperlink located on any billing screen or call (585) 922-1900.

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Why do I have multiple accounts listed on the Billing Account Summary page?

There are four different types of guarantor accounts that you may see in MyCare Ė Personal/Family (RRH), Personal/Family (WNY), Dental, and Behavioral Health. A Personal/Family guarantor is the account type used for regular medical visits. A Dental guarantor is the account type used for dental visits. A Behavioral Health guarantor is the account type used for behavioral health visits.

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How many patients can be listed under a guarantor?

There is no limit to how many patients a guarantor can be financially responsible for.

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How can I update my Insurance information?

Go to the Billing tab and click on Insurance Summary. From there you can edit, add, and remove insurance information.

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Can I cancel a payment made through MyCare?

If you made an error when making a payment, send a message to our Billing Customer Service Department by going to the Ask Customer Service link under the Message Center tab and selecting Billing Inquiry in the Regarding drop down box. You can also click the send us a customer service request hyperlink located on any billing screen or call (585) 922-1900.

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How do I request a refund on a payment?

Send a message to our Billing Customer Service Department by going to the Ask Customer Service link under the Message Center tab and selecting Billing Inquiry in the Regarding drop down box. You can also click the send us a customer service request hyperlink located on any billing screen or call (585) 922-1900.

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How long does it take for my payment to be applied to my account?

Your payment will be applied to your account as soon as you click Submit Payment on the Account Payment screen. You may need to refresh your browser to see the updated balance.

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Can I see my Worker's Compensation or No Fault guarantor accounts in MyCare?

Worker's Compensation and No Fault guarantor accounts are not viewable in MyCare. Please contact the Billing Customer Service Department at (585) 922-1900 for any questions on these types of accounts.

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Why don't I see a balance that has been sent to Collections?

Balances sent to Collections are not viewable in MyCare. Please contact the Billing Customer Service Department at (585) 922-1900 for any questions on these types of accounts.

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I forgot my password. What should I do?

You may click the "Forgot Password" link on the login 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 click the Request an Activation Code button on the MyCare login page, call our MyCare Patient Support Team at (585) 922-1234 or send an email to mycare@rochesterregional.org. If emailing, please be sure to include your full name, home address and date of birth. 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 can I save time checking in at the clinic?

A few days before a scheduled appointment, you can save time by verifying and updating demographics, medications, allergies and current health issues using the eCheck-in tool in MyCare. Click the Update Information button located on the Appointment Details page and follow the step by step instructions.

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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 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.

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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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Why am I seeing a "Please Update Your Browser" error message?

MyCare can be accessed using a variety of browsers including Internet Explorer, Firefox, Google Chrome, Safari and many others. You will receive the error message "Please Upgrade Your Browser" if you are attempting to access MyCare with an outdated internet browser that is no longer supported. For instance if you are using Internet Explorer version 8 or earlier, you will need to upgrade your browser or install a different one.

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