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

MyNortonChart and Norton eCare Help

MyNortonChart Frequently Asked Questions

What is MyNortonChart?

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

  • Review your medications, immunizations, allergies, medical issues 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
  • Connect with a Norton eCare provider through a secure video visit or eVisit

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 be alerted via email. Post-upgrade: We’ll send you notifications about upcoming appointments and messages from your provider. You’ll also need an email address or mobile phone number to reset your password.

Go to NortonHealthcare.com/MyNortonChart-Login

If you have an activation code from your provider, click on “Sign Up Now” on the MyNortonChart login page. Requesting an activation code is easy from the sign-up page.

No. The app and access to its features are provided at no cost to you.

To protect your medical information from unauthorized users, your MyNortonChart will be disabled after five failed login 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 account has been disabled, contact support and someone will respond within two business days.

For your security, the activation code expires 45 days from the date of your visit. Also, the code can be used only once.

If you need an activation code, you may request access through the “Sign Up Now” button on the MyNortonChart login page.

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.

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

You generally 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.

When your provider releases 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 by selecting “Ask a Question” and clicking “New Medical Question.”

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.

MyNortonChart is not an email system, but it does allow you to send a secure message to your Norton Healthcare provider by selecting “Ask a Question” and clicking “New Medical Question.”

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.

Some provider notes are available to view automatically through MyNortonChart. Click the “Visits” menu and select the “Appointments and Visits” link. Your visits are organized by date and will have a link if any notes are available.

If a note is not available, you may request it. On the home page under “Quick Links,” click “Ask A Question,” then click “Customer Service Questions,” and select “Medical Record Request.”

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 MyNortonChart to request those results.

On the home page under “Quick Links,” click “Ask A Question,” then click “Customer Service Questions,” and select “Medical Record Request.”

You will receive an email at the address you provided.

To select email or text notifications, click on the “Profile” icon at the top, then “Communications.” You’ll see a variety of subjects — click the icon to choose email, text or another method that may be available such as phone or mail.

Also, review the contact information and verify that we have your updated phone number and email.

You can go directly to the “Test Results” page. Or, from the “Health” menu, select the “Test Results” link. Click anywhere within a row to display the results for that test.

On the “Test Results” page, check the “Show Hospital Results” box, so your hospital results also will be available.

Many test results can be viewed in your MyNortonChart account. When your provider releases new test results, they may attach a note or include a secure patient message to help explain 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.

You can go directly to the “Test Results” page. Or, from the “Health” menu, select the “Test Results” link. Click anywhere within a row to display the results for that test.

On the “Test Results” page, check the “Show Hospital Results” box, so your hospital results also will be available.

Many test results can be viewed in your MyNortonChart account. When your provider releases new test results, they may attach a note or include a secure patient message to help explain 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.

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

  • Through MyNortonChart — click or touch “Ask a question” from your home page under “Quick Links,” click “Customer Service Questions,” then select “Chart Correction” from the drop-down box.
  • Or email us at mycharthim@nortonhealthcare.org.

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 the patient’s behalf.

Proxy access is important for 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.

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 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 either individual’s medical care and safety.

You can pay your bill, see your balance, review past statements and enable paperless billing after clicking the “Billing” icon in MyNortonChart.

An eVisit is a secure online questionnaire about your symptoms. A provider will review your answers and call you within eight to ten 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 eVisit 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 "eCare Video Visit" icon.

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.

Video visits are covered by most insurance, similar to an office visit. Self-pay options are also available.

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.

MyNortonChart and eCare help

Need Help With
MyNortonChart
or Norton eCare?
Call Us
Monday through Friday
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(502) 629-8766


 

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