Norton MyChart Frequently Asked Questions

Preguntas sobre el registro

With Norton MyChart, 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 child’s health. With Norton MyChart, you can:

  • Review medications, immunizations, allergies, issue lists and medical history
  • Ver detalles de citas pasadas y futuras.
  • Recibir algunos resultados de laboratorio en línea.
  • Communicate electronically and securely with your child’s care team
  • Revisar los temas de educación para la salud y las instrucciones de alta de su proveedor.
  • ¡Y mucho más!

Norton MyChart may be used for routine communication with your health care provider’s office but is not intended to replace office visits. Es posible que los proveedores no puedan responder todas sus preguntas electrónicamente. Podrían solicitarle que programe una cita para llegar un diagnóstico preciso y determinar el mejor plan de tratamiento para su afección.

SI TIENE UN PROBLEMA MÉDICO URGENTE, LLAME AL 911 O ACUDA A UNA SALA DE EMERGENCIAS.

No.

No se requiere una dirección de correo electrónico, pero es preferible. When new information is sent to your Norton MyChart account, you will receive an email to let you know that new information is available.

If you (the parent/guardian) do not have a personal Norton MyChart account, one must be set up and active before getting access to your child’s account. To sign yourself up, click here.

If you already have a personal Norton MyChart account, here’s how to request proxy access for your child:

  • Log in to your Norton MyChart account using a computer (this function is not yet available via the mobile app).
  • Once logged in to your Norton MyChart, choose the “Your Menu” icon at the top left of the home page. Select “Personalize” from the drop-down menu (toward the bottom).
  • Select “Request access to a minor’s record.”
  • Fill in the details on the form, select “Submit Request.” The Norton Healthcare information management department will use your information to approve your request.
  • You will receive a notification once proxy has been set up. Your child’s profile will show up on your home screen every time you log in. View their medical record from the mobile app or from a computer with internet access.

Due to some state and federal laws providing additional rights for teens’ medical records, patients between ages 13 and 17 must sign an assent agreement granting permission for a parent to access their medical record. If the child declines permission, neither the patient, parent or guardian may access the medical record through Norton MyChart. This form can be signed at your child’s medical provider’s office.

Your child must be younger than age 18 for you to get proxy access. Access will be removed on the child’s 18th birthday. Parents and caregivers can regain access if:

  • They have proof of ongoing legal guardianship. Once proof of legal guardianship is provided and proxy access is granted, it will never expire again.
  • The child (now adult) completes the Norton MyChart adult proxy access form to grant temporary proxy access to the parent or caregiver. Adult proxy access expires every 18 months and can be renewed only by the patient. There are two ways to complete this:
    • For caregivers wanting access to their child’s records after the child turns 18 years old, the child must create a Norton MyChart account and grant you access.
      • Have your child create a Norton MyChart account. [LINK]
      • Have your child log in to their Norton MyChart account.
      • Once logged in to Norton MyChart, they will choose the “Settings” icon at the top of the home page. Select “Personalize” from the drop-down menu.
      • Have the primary account holder select “Grant an adult access to your record.”
      • Complete todos los datos del formulario. The Norton Healthcare health information management department will use the information to approve the request.

Mis historias clínicas

Many test results can be viewed in your Norton MyChart. Cuando los proveedores comparten nuevos resultados de pruebas, pueden adjuntar una nota a sus resultados o incluir un mensaje seguro para el paciente para ayudarle a comprender la importancia de los resultados. Your child’s provider also may recommend that you make a follow-up appointment for your child, provide you with additional instructions or ask you to call the office to discuss your child’s results. Haga clic en el menú “Health” (Salud) y seleccione el enlace “Test Results” (Resultados de pruebas). En la página “Test Results” (Resultados de pruebas), haga clic en cualquier lugar dentro de una fila para mostrar los resultados de esa prueba.

The information in your child’s Norton MyChart comes directly from their electronic medical record. Si cree que algo es incorrecto, hay dos maneras de solicitar una modificación/corrección:

  • Through your Norton MyChart, select your child, then click “Messages” from your home page , then “Send a Message,” and “Customer Service Question.” Select “Chart Correction” from the drop-down box.
  • Or email the Norton Healthcare health information management department at mycharthim@nortonhealthcare.org.

Some provider notes are available to view automatically through Norton MyChart.

Click the “Visits” menu and select the “View notes” link listed underneath the appointment encounter you would like to view. Si una nota no está disponible para su visualización, puede solicitarla. On the home page, click “Messages” from your home page, then click “Send a Message,” and “Customer Service Question,” then “Medical Record Request” from the drop-down box.

Your child’s Norton MyChart is a snapshot of their care provided by Norton Children’s. If you do not see some test results or other information, you may send a message through your Norton MyChart to request those results.

On the home page, click “Messages” from your home page, then click “Send a Message, and “Customer Service Question.” Select “Medical Record Request” from the drop-down box.

You may request your child’s medical records that you are not able to view in Norton MyChart.

On the home page, click “Messages” from your home page, then click “Send a Message,” and select “Customer Service Question,” then “Medical Record Request” from the drop-down box.

You will receive an email notification to go to your Norton MyChart account to view the new information for your child.

Si elige recibir notificaciones por correo electrónico o por mensaje de texto, se le notificará mediante el método que seleccione.

To select email or text notifications, click on the “Profile” icon at the top, then “Account Settings.” 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 address.

Preguntas técnicas

All communication between you and Norton Healthcare or Norton Children’s using Norton MyChart is carried over a secure, encrypted connection. “Cifrada” significa que la información está codificada de manera tal que nadie puede leerla durante la transmisión. Asimismo, sus registros de salud se almacenan detrás de un firewall para prohibir el acceso no autorizado. In addition, Norton MyChart access requires a unique username and password that you create. Norton MyChart 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 Norton MyChart.

Preguntas sobre mensajes

Por lo general, recibirá una respuesta en un plazo de uno a tres días hábiles. Norton MyChart should not be used for urgent situations. Si su situación requiere atención inmediata, visite un Norton Immediate Care Center o acuda a la sala de emergencias. Llame al 911 si tiene una emergencia.

Sí, puede programar o solicitar una cita en línea y ver sus citas pasadas y futuras.

También puede cancelar citas en línea. Como cortesía a nuestro personal y a otros pacientes, le pedimos que avise con al menos 24 horas de antelación si necesita cancelar o reprogramar una cita. Si su cita es dentro de menos de 24 horas, deberá llamar al consultorio de su proveedor para cancelar o reprogramar la cita.

When providers share new test results, they may attach a note to your child’s results or include a secure patient message to help you understand the significance of the test results. Your child’s provider also may recommend that you make a follow-up appointment for your child, provide you with additional instructions or ask you to call the office to discuss test results.

Norton MyChart is not an email system, but it does allow you to send a secure message to your child’s Norton Children’s provider.

On the home page, click “Messages” from your home page, then click “Send a Message,” and select “Medical Question,” then select which type of question you have from the options.  Select the provider you wish to communicate with, write your message and send.

Norton MyChart should not be used to communicate urgent medical concerns to your provider. Si su situación requiere atención inmediata, visite un Norton Immediate Care Center o acuda a la sala de emergencias. Llame al 911 si tiene una emergencia.

Visitas por video de Norton eCare

Norton Telehealth offers video visits for urgent care needs through Norton eCare. Podrá programar una visita en línea segura y cara a cara con un proveedor de Norton eCare para tratar enfermedades comunes. El proveedor analizará sus síntomas y le proporcionará un plan de tratamiento. You must have a Norton MyChart 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. Estos problemas incluyen resfriado/tos, diarrea/vómitos, conjuntivitis, erupciones cutáneas, sinusitis, alergias y más.

También se ofrecen visitas de apoyo a la lactancia sin cargo.

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

Para completar una visita por video, debe:

  • Estar en Kentucky o Indiana en el momento de la visita por video y usar una farmacia de Kentucky o Indiana para surtir su receta.
  • Have a Norton MyChart
  • Tener 2 años o más.
  • If the visit is for a child, you must have proxy access to the child’s Norton MyChart account.

From a computer, sign in to Norton MyChart 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 the 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 Norton MyChart account and proxy access to your dependent’s Norton MyChart account. To request proxy access, sign in to your Norton MyChart account from a computer and go to the “Profile” tab. Seleccione “Request access to a minor’s record” (Solicitar acceso al registro de un menor) cerca de la parte inferior de la pantalla. Introduzca la información requerida sobre su dependiente y haga clic en “Submit Request” (Enviar solicitud). Su solicitud irá al departamento de historias clínicas de Norton Healthcare. Espere un día hábil completo para el procesamiento.

When proxy access has been granted, you will receive notification in your Norton MyChart inbox. Una vez que tenga acceso como apoderado, podrá solicitar una visita por video para su dependiente.

La mayoría de los seguros cubre las visitas por video de manera similar a una visita al consultorio. También hay opciones de autopago disponibles.

 

After you schedule your video visit, test your camera and microphone as instructed through Norton MyChart. También debe completar el registro electrónico antes de su visita por video.

Una vez que haya completado estos pasos, puede seleccionar “Begin Visit” (Comenzar visita) hasta 10 minutos antes de su cita. El proveedor lo llamará si no puede acceder a la visita.

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

En algunos casos, es posible que el proveedor no pueda completar su visita por video y que le recomiende que vea a un proveedor en persona. Si su visita por video no se completa, no se le cobrará.

If you have questions about your video visit, you can send a secure message to a Norton eCare provider through Norton MyChart. Si sus síntomas no desaparecen o empeoran, llame al proveedor de Norton Healthcare. Si sus síntomas se agravan, llame al 911 o acuda a la sala de emergencias más cercana.

Norton eCare Visits

Una visita electrónica es un cuestionario en línea seguro sobre sus síntomas. Un proveedor revisará sus respuestas y lo llamará dentro de las seis horas para analizar un plan de tratamiento.

Para pacientes de 18 años en adelante: Cough, sinus issues, diarrhea, red eye, urinary issues, vaginal discharge or irritation and poison ivy

Para pacientes de 5 años en adelante: Ringworm, swimmer’s ear and head lice

Si necesita atención por otras afecciones, programe una visita por video.

Para completar un cuestionario de visita electrónica, debe:

  • Vivir en Kentucky (debido a las regulaciones del estado de Indiana, las visitas electrónicas no están disponibles para los residentes de Indiana).
  • Have a Norton MyChartaccount
  • Haberse atendido con un proveedor de Norton Healthcare en los últimos tres años.

From a computer, log in to your Norton MyChart 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 in to the app and select the E-Visit icon.

Una visita electrónica cuesta $40. Esta tarifa deberá ser preautorizada por una tarjeta de crédito que proporcione antes de completar el cuestionario. Si su afección no es apta para el tratamiento en una visita electrónica, no se le cobrará.

If you have questions about your eVisit, you can send a secure message to a Norton eCare provider through Norton MyChart. Si sus síntomas no desaparecen o empeoran, llame a su proveedor de atención primaria. Si sus síntomas se agravan, llame al 911 o acuda a la sala de emergencias más cercana.

If you need assistance, send an email to mycharthim@nortonhealthcare.org or call (502) 629-8766.

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