MyNortonChart and eCare Help

MyNortonChart Frequently Asked Questions

With MyNortonChart, you have access to personalized and secure online access to portions of your electronic medical record. It enables you to securely use the Internet to help manage and receive information about your health. With MyNortonChart, you can:

  • Review your medications, immunizations, allergies, problem lists and medical history
  • View details of past and upcoming appointments
  • Receive some lab results online
  • Communicate electronically and securely with your care team
  • Review health education topics and discharge instructions from your provider
  • And more

MyNortonChart may be used for routine communication with your health care provider’s office but is not intended to replace office visits. Providers may not be able to answer all your questions electronically. They may request that you schedule an appointment to make an accurate diagnosis and determine the best treatment plan for your condition.

IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR GO TO AN EMERGENCY ROOM.

An email address is not required, but preferred. When new information is sent to your MyNortonChart account, you will receive an email to let you know that new information is available.

There are three ways to gain access:

  • At your next visit with a Norton Healthcare provider, you will receive a MyNortonChart activation code on your After-Visit Summary. 
  • Call (502) 629-8766 to request a MyNortonChart activation code. 
  • Request your MyNortonChart activation code online.

You will generally receive an answer within one to three business days. MyNortonChart should not be used for urgent situations. If your situation requires immediate attention, visit a Norton Immediate Care Center or emergency room.

Dial 911 if you have an emergency.

When your provider releases new lab results, he or she may attach a note to your results or include a secure patient message to help you understand the significance of the lab results. Your provider also may recommend that you make a follow-up appointment, provide you with additional instructions or ask you to call the office to discuss your lab results.

Click on the "My Medical Record" menu and select the "Test Results" link. On the "Test Results" page, click anywhere within a row to display the results for that test.

MyNortonChart information comes directly from your electronic medical record. Ask your provider to correct any inaccurate information during your next visit. Your health information is reviewed and updated in the electronic medical record during each visit.

Your Health Summary contains the record of health issues that have been released by your Norton Healthcare provider. You can discuss this with your provider during your next visit.

Yes, you can schedule or request an appointment online, and view your past and upcoming appointments.

You also can cancel appointments online. As a courtesy to our staff and other patients, we ask that you provide at least 24 hours’ notice if you need to cancel or reschedule an appointment. If your appointment is less than 24 hours away, you will need to call your provider’s office to cancel or reschedule your appointment.

When your provider releases new lab results, he or she may attach a note to your results or include a secure patient message to help you understand the significance of the lab results. Your provider also may recommend that you make a follow-up appointment, provide you with additional instructions or ask you to call the office to discuss your lab results.

MyNortonChart is not an email system, but it does allow you to securely send a message to your provider by selecting Request Medical Advice and writing and sending your message. MyNortonChart should not be used to communicate urgent medical concerns to your provider. If your situation requires immediate attention, visit a Norton Immediate Care Center or emergency room. Dial 911 if you have an emergency.

You will receive an email notification to go to your MyNortonChart account to view new information.

You can view other family member's medical records only if you have been granted proxy access to the person’s MyNortonChart account.

A "proxy" is simply a person who accesses and manages a patient's record on behalf of that patient.

Proxy access is important for minor children (under age 18), who are not legally allowed to view their medical records online. A parent or guardian must use proxy access to view the child's medical records via MyNortonChart. Parents can request proxy access to their children’s records through their own MyNortonChart account or by sending an email to mycharthim@nortonhealthcare.org or call (502) 629-8766. Proxy access to a child’s account ends automatically when the child reaches age 18.

To access an adult’s record, that person must grant proxy access to you.

You should not. Communicating about another individual's information using your MyNortonChart account would place their information in your health record. This information would not appear in the correct health record and could potentially jeopardize individual medical care and safety.

No. Due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish his or her own MyNortonChart account.

We have updated our security settings to provide stronger encryption to further protect your health information. Some web browser versions and types of mobile devices may be unable to access this site. If you have issues with access, we recommend that you upgrade your web browser to a newer version or use a different web browser. If you are using a mobile device to access the MyNortonChart app, make sure that your MyNortonChart app is updated with the latest version from the App Store.

At the sign-in screen for MyNortonChart, click "Forgot Username?" You will be asked for some identifying information. A message with your MyNortonChart username will be sent to your personal email address on file.

To reset your password, click the "Forgot Password?" link on the sign-in page.

Log into MyNortonChart. Click on the Preferences tab and select the appropriate option.

An eVisit is a secure online questionnaire about your symptoms. A provider will review your answers and call you within four to six hours to discuss a treatment plan.

For ages 18 and older: Cough, sinus issues, diarrhea, red eye, urinary issues, vaginal discharge or irritation, and poison ivy.

For ages 5 and older: Ringworm, swimmers’ ear and head lice.

If you need care for a condition not listed here, please schedule a video visit.

To complete an eVisit questionnaire, you must:

  • Live in Kentucky (Due to Indiana state regulations, eVisits are not available for Indiana residents at this time.)
  • Have a MyNortonChart account
  • Have been seen by a Norton Healthcare provider within the past three years

From a computer, log in to your MyNortonChart account and select eCare eVisit from the menu on the right.

From a mobile device with the MyChart app, log into the app and select the E-Visit icon.

An eVisit costs $40. This fee will be preauthorized by a credit card that you provide prior to completing the questionnaire. If you are unable to be treated for your condition, you will not be charged for the eVisit.

If you have questions about your eVisit, you can send a secure message to a Norton eCare provider through MyNortonChart. If your symptoms don’t go away or get worse, call your primary care provider. If your symptoms become severe, call 911 or go to the nearest emergency room.

A video visit is a secure, face-to-face online visit with a Norton eCare provider to treat common illnesses. The provider will give you a treatment plan. You must have a MyNortonChart account to schedule a video visit.

Video visits can be used to treat nonurgent health concerns in patients ages 2 and older. These include cold/cough, diarrhea/vomiting, red eye, skin rash, sinus infections and allergies.

Breastfeeding support visits also are available at no charge.

To complete a video visit, you must:

  • Be in Kentucky or Indiana at the time of your video visit and use a Kentucky or Indiana pharmacy to fill your prescription
  • Have a MyNortonChart account
  • Be age 2 or older
  • If the visit is for a child, you must have proxy access to the child’s MyNortonChart account

From a computer, log in to MyNortonChart and select “eCare Video Visit” from the menu on the right.

From a mobile device with the MyChart app, log in to app and select the “Appointments” icon, then “Schedule Appointment,:” then select “eCare Video Visit.”

You must have a MyNortonChart account and proxy access to your dependent’s MyNortonChart account. To request proxy access, log in to your MyNortonChart account from your laptop or computer and go to the Profile tab. Select “Request access to a minor’s record” near the bottom of the screen. Enter the required information about your dependent and click “Submit Request.” Your request will go to Norton Healthcare’s medical records department.

When proxy access has been granted, you will receive notification in your MyNortonChart inbox. Once you have proxy access, you will be able to request a video visit for your dependent.

A video visit costs $40. This fee will be preauthorized by a credit card that you provide during eCheck-in. If you are unable to be treated for your condition, you will not be charged for the video visit.

After you schedule your video visit, you must test your camera and microphone as instructed through MyNortonChart. You also must complete eCheck-in prior to your video visit.

Once you have completed these steps, you can select “Begin Visit” up to 10 minutes prior to your visit time. The provider will call you if you are unable to join the visit.

A video visit requires a computer with a webcam or a mobile device with the MyChart app.

In some cases, the provider may not be able to complete your video visit and may recommend that you see a provider in person. If your video visit is not completed, you will not be charged.

If you have questions about your video visit, you can send a secure message to a Norton eCare provider through MyNortonChart. If your symptoms don’t go away or worsen, call your Norton Healthcare provider. If your symptoms become severe, call 911 or go to the nearest emergency room.

All communication between you and Norton Healthcare using MyNortonChart is carried over a secure, encrypted connection. Encryption means the information is encoded in such a way that no one can read it during transmission. Also, your health records are stored behind a firewall to prohibit unauthorized access. In addition, MyNortonChart access requires a unique username and password that you create. MyNortonChart is owned and operated by Norton Healthcare and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be kept private and confidential and will never be sold or released by MyNortonChart.

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

Your secure MyNortonChart login ID and password, a computer connected to the internet, an up-to-date browser or access to the MyNortonChart mobile app on a mobile device.

For your security, the activation code expires 60 days from the date of your office visit and is no longer valid after the first time you use it. If your activation code has expired, you can fill out the online activation code form or call (502) 629-8766 to request a new one.

No. Your activation code is not your MyNortonChart username or password. You will use the activation code only once when you log in to MyNortonChart for the first time. The code will expire after you use it or 60 days from the date of your office visit. When you log in to MyNortonChart for the first time, you will then be asked to create your own unique MyNortonChart username and password.

MyNortonChart and eCare help

Need Help With
MyNortonChart
or eCare?
Call Us
Monday – Friday
8 a.m. – 5 p.m.

(502) 629-8766


 

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