MyNortonChart Help and Norton eCare Help | Norton Healthcare Louisville, Ky.

MyNortonChart and Norton 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 use the internet securely to help manage and receive information about your health. With MyNortonChart, you can:

  • Review your medications, immunizations, allergies, issue 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 ISSUE, CALL 911 OR GO TO AN EMERGENCY ROOM.

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

Click on “New User? Sign Up Now” on the MyNortonChart login page.

Many test results can be viewed in your MyNortonChart. When providers share new test results, they may attach a note to your results or include a secure patient message to help you understand the significance of the 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 results. Click on the “Health” menu and select the “Test Results” link. On the “Test Results” page, click anywhere within a row to display the results for that test. Don’t forget to check the “Show Hospital Results” box, so your hospital results also will display.

The information in your MyNortonChart comes directly from your electronic medical record. If you believe something is incorrect, there are two ways to request an amendment/correction:

  • Through your MyNortonChart — click “Ask a question” from your home page under “Quick Links,” click “Customer Service Question,” then select “Chart Correction” from the drop-down box.
  • Or message the health information management department here: mycharthim@nortonhealthcare.org

Some provider notes are available to view automatically through MyNortonChart.

Click the “Visits” menu and select the “Appointments and Visits” link, select the encounter date that you would like to view, and click the “Notes” tab.

If a note is not available for viewing, you may request the note. On the home page under “Quick Links,” click “Ask A Question,” click “Customer Service Question,” and select “Medical Record Request” from the drop-down box.

Your MyNortonChart is a snapshot of your care provided by Norton Healthcare. If there are test results that you do not see, you may send a message through your MyNortonChart to request those results.

On the home page under “Quick Links,” click “Ask A Question,” click “Customer Service Question,” and select “Medical Record Request” from the drop-down box.

You may request your medical records that you are not able to view in MyNortonChart.

On the home page under “Quick Links,” click “Ask A Question,” click “Customer Service Question,” and select “Medical Record Request” from the drop-down box.

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

If you elect to receive email or text notifications, you will be notified by the method you select.

To select email or text notifications, click on the Profile icon at the top, then Notifications. To “opt in” to email or text notifications, click on the icon. Also, review the contact information and verify that we have your updated phone number and email.

You can view other family members’ 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 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 calling (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.

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

You should not. Communicating about another individual’s medical 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.

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.

To protect your medical information from unauthorized users, your MyNortonChart will be deactivated after five failed logon attempts.

To reset your password, click the “Forgot Password?” link on the MyNortonChart home page.  If you continue to experience issues with your password or your MyNortonChart has been disabled, Contact support and someone will respond within 48 business hours.

For your security, the activation code expires 45 days from the date of your 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, you may request access by clicking the “Support” link on the MyNortonChart login page, or you can click on “New User? Sign Up Now” from the MyNortonChart login page.

Generally you will 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 emergency.

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 providers share new test results, they may attach a note to your results or include a secure patient message to help you understand the significance of the test 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 test results.

MyNortonChart is not an email system, but it does allow you to send a secure message to your Norton Healthcare provider. Select “Ask a Question” and click on “New Medical Question,” then write and send 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.

Norton Telehealth offers video visits for urgent care needs through Norton eCare. You will be able to schedule a secure, face-to-face online visit with a Norton eCare provider to treat common illnesses. The provider will discuss your symptoms and provide you with a treatment plan. You must have a MyNortonChart account to schedule a video visit.

Norton Telehealth also offers video visits with your primary care or specialist provider.

Norton  eCare 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, allergies and more.

Breastfeeding support visits also are available at no charge.

Norton Telehealth also offers video visits with your primary care or specialist provider.

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, sign in to MyNortonChart and select “eCare Video Visit” from the menu on the right.

From a mobile device with the MyChart Apple app or Google Play app, log in to app and select the “eCare Video Visit” icon.

Norton Telehealth also offers video visits with your primary care or specialist provider.

You must have a MyNortonChart account and proxy access to your dependent’s MyNortonChart account. To request proxy access, sign in to your MyNortonChart account from a 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. Please allow one full business day for processing.

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.

Most insurance covers video visits similar to an office visit. Self-pay options are also available.

After you schedule your video visit, 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 ahead of your appointment. The provider will call you if you are unable to join the visit.

A video visit requires a desktop or laptop computer with a webcam, or a smartphone or tablet with the MyChart app, which is available for Android and Apple devices.

If accessing from a mobile device, check that you are allowing the MyChart app to access to the microphone and camera and that you close other open applications for the best connection.

What if the Norton eCare provider feels that I need an in-person examination after beginning my video visit?

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.

An eVisit is a secure online questionnaire about your symptoms. A provider will review your answers and call you within 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, swimmer’s ear and head lice.

If you need care for other conditions, 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.)
  • 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 Apple app or Google Play 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 your condition isn’t suitable for treatment in an eVisit, you will not be charged.

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.

MyNortonChart and eCare help

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

(502) 629-8766


 

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