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Duke MyChart Frequently Asked Questions

Signup Questions
What is Duke MyChart?
Is there a fee to use Duke MyChart?
How do I sign up?
Can you send me a new activation code if I have lost it, let it expire or did not receive it?
My activation code does not work. What should I do?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in Duke MyChart?
Why are certain test results not shared electronically via Duke MyChart?
What should I do if some of my health information on Duke MyChart is not correct?
If I send a message to my doctor or nurse, when can I expect a reply?
Visit Notes
What are visit notes?
How do I find my provider's visit notes?
Is there a specific section in the visit summary that the notes will be included?
Which visits are included?
Which visits are not included?
What should I do if I have a question about a note?
MyChart For My Family
May I view another individual's (such as a family member's) information in Duke MyChart?
May I ask questions for a family member from my Duke MyChart account?
Can my spouse and I share one Duke MyChart account?
How do I terminate proxy access?
After I Have Created My Account
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)?
Scheduling Appointments
What appointments can I schedule in Duke MyChart?
What is the difference between scheduling an appointment and requesting one?
Why do I not see my provider listed as a scheduling option?
Technical Questions
How is Duke MyChart secure?
What is your privacy policy?
I was logged out of Duke MyChart. What happened?
What do I need to use Duke MyChart?
MyChart Mobile Application
Accessing MyChart on your mobile device.

What is Duke MyChart?

Duke MyChart offers personalized and secure online access to portions of your medical records. It is an online tool that enables you to manage and receive information about your health. With Duke MyChart, you can:

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Is there a fee to use MyChart?

Duke MyChart is a free service offered to our patients.

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How do I sign up?

At check-in, you can request to sign up during your next clinic visit or use the activation code found on your printed after visit summary to sign up at www.DukeMyChart.org. If you were not issued an activation code, you may contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday through Friday.

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Can you send me a new activation code if I have lost it, let it expire or did not receive it?

Contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday through Friday.

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My activation code does not work. What should I do?

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you are experiencing difficulties with signup, contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm EST Monday through Friday.

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Who do I contact if I have further questions?

If you have any questions about Duke MyChart, please call Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday, Tuesday, Wednesday and Friday or 8:00am-4:00pm ET Thursday.

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When can I see my test results in Duke MyChart?

Most test results are automatically released to Duke MyChart one business day after they are resulted, with the exception of certain sensitive tests. However, it may take several days or weeks for some other tests to appear. Once available, you can discuss with your provider. Some sensitive results may be held up to 14 business days before release so that you and your provider can discuss the results before they appear in Duke MyChart.

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Why are certain test results not shared electronically via Duke MyChart?

If you do not see certain test results in Duke MyChart, please call the office of the provider who ordered the test(s) and request the release of your results, or discuss with your provider during your next visit. Due to the complexity and/or sensitive nature of some results, in some cases providers may prefer to discuss your results with you in person before releasing them to you electronically via Duke MyChart.

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If some of my health information on MyChart is not correct, what should I do?

Your Duke MyChart information comes directly from your electronic medical record at your healthcare provider's office. Ask your provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record during each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

Your healthcare team is committed to responding in a timely manner. You will generally receive an answer in no more than 3 business days. Please note that Duke MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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What are visit notes?

Visit notes are where providers record important information:

  • What you have told us
  • What we observe when we examine you
  • What we know about objective medical facts related to your care
  • What our plan is for your care in the future

Notes contain a roadmap for how providers are going to address your preventive health care as well as your active medical problems.

Notes are also used to outline a plan of action for your care including testing, recommendations for lifestyle changes, behavior modification, or treatment with medications.

As of February 1, 2016, many Duke Medicine providers will begin to share the visit notes written during your visit. The notes will be available online in your Duke MyChart account.

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How do I find my provider's notes?

Click on the "My Medical Record" tab and then click on the "Visit Summaries and Notes" section where you can select a visit to read the visit notes.

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Which visits are included?

Visits where you see a provider in any Duke Outpatient Clinic or Duke Emergency Department.

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Which visits are not included?

At this time, due to technical reasons, notes from any Duke Medicine hospital stay or visits that involve outpatient surgeries or procedures will not be available in Duke MyChart, although we hope to offer these in the near future. Patients who are interested in obtaining these records can contact our Duke Medicine Health Information Management Office at (919) 384-7148.

Under most circumstances, visit notes related to visits where mental health, pain management, and substance abuse issues are discussed will not be shared with patients via MyChart due to the sensitive nature of these subjects. Similarly, for reasons related to NC law and the confidentiality of adolescents, parents who hold a standard Duke MyChart proxy account for children between 12 and 18 years of age will not see notes related to the visits of their children.

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What should I do if I have a question about a note?

Any questions about the content of a note should be directed to the provider who wrote it by sending a secure message using the “Get Medical Advice” feature in MyChart.

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May I view another individual's (such as a family member's) information in Duke MyChart?

Yes, if you are granted "proxy" access in MyChart to the individual's information. Proxy access allows one individual to access MyChart and view certain information of another individual who is a Duke patient, as discussed below. Proxy access is in Duke's sole discretion, and will be granted only if, and only to the extent, deemed clinically appropriate and allowable under North Carolina and federal law. Proxy access is also conditioned on proxy agreement to and compliance with the MyChart Terms and Conditions.

Proxy Access to an Unemancipated Minor's Information – Parents and legal guardians may request proxy access to certain information about their unemancipated minor child from the child's Duke attending physician. Legal guardians must make this request in person, and may be required to present guardianship or other legal papers which authorize access to the child’s health and other confidential information. Proxy access for an unemancipated child age 12-17, if granted, will generally be limited to certain Duke allergy, immunization, preventative care and billing and insurance information. Duke attending physicians may in any event expand or limit proxy access to any minor patient's information under certain circumstances, including upon request of the patient or their parent or guardian. Proxy access to any minor patient's information will automatically terminate upon the earlier of the patient's 18th birthday or legal emancipation; continued proxy access, if desired, must then be requested in the same manner as for an adult Duke patient, described below.

Proxy Access to a Competent Adult's MyChart Account – Proxy access to a competent adult Duke patient's MyChart account may be generally requested only by the patient for another adult with appropriate patient authorization. Please complete the authorization form and bring to your next provider visit or fax to Duke Medicine Health Information Management, (919) 384-7148.

Proxy Access to the Information of an Incapacitated Adult – Proxy access to an incapacitated adult Duke patient’s MyChart account may generally be requested only by another adult with health care decision-making authority for the patient from the patient’s physician. Certain requests, such as those by the patient’s legal guardian, healthcare agent or attorney-in-fact, must be accompanied by legal papers which establish such decision-making authority under North Carolina law. Please complete the authorization form and bring to your next provider visit or fax to Duke Medicine Health Information Management, (919) 384-7148.

Billing Questions Regarding Proxy Accounts - If you have billing questions regarding your proxy’s account, please contact customer service at 919-620-4555 or 800-782-6942. You can also send an e-mail to customer service under your personal Duke MyChart account.

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May I ask questions regarding a family member from my Duke MyChart account?

Under the Duke MyChart Terms and Conditions, your MyChart account must be used only to inquire about your health. However, you may ask questions about another Duke patient using proxy access to their MyChart account. The process for requesting proxy access is described above.

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Can my spouse and I share one Duke MyChart account?

Due to the sensitive nature of medical information, each adult (18 years and older) must sign and submit a Release of Information request and establish their own Duke MyChart account.

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How do I terminate proxy access?

Contact Health Information Management at 919-384-7119 or Customer Service at 919-620-4555 or 1-800-782-6945. We cannot guarantee how quickly proxy access can be terminated following receipt of a termination request. Adult patients can also personally deactivate any designated proxy access directly from Duke MyChart by clicking on the “Resources” tab, and then selecting “Personalize” on the drop down menu. From there, at the bottom of the “Personalize” window, in a section labeled “Who can view my Record” you can see the names of any adults that you have given proxy access to. If at any time you wish to disable the proxy access of any adult you have granted proxy to, simply click the “Revoke Access” button next to the name of the proxy you wish to deactivate.

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I forgot my password. What should I do?

Click the "Forgot password" link on the sign-in page and complete the steps to create a new password. You may also contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday through Friday to request a new password.

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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?

Contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday, Tuesday, Wednesday and Friday or 8:00am-4:00pm ET Thursday.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into Duke MyChart and from the upper menu, go to the Demographics section under the "Resources" menu.

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What appointments can I schedule in Duke MyChart?

You can schedule an appointment with a provider you have seen in the past 12 months in the clinic where your visit occurred who is participating in Duke MyChart appointment scheduling. This includes primary care visits such as adult annual exams, pediatric well-child annual exams, sick and follow up visits.

In addition to primary care visits, you may schedule:

If you need ongoing treatment for an existing condition that requires a return visit with your specialist, you may schedule that visit in Duke MyChart if the provider is participating in Duke MyChart appointment scheduling. If you need a specialist to address a new problem, please call our Duke Consultation and Referral Center at 855-855-6484. You may also submit our appointment request form to our appointment team who can help you schedule with a provider you do not have an established relationship with.

You may also schedule an appointment with your Primary Care Provider if you have one designated at Duke.

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What is the difference between scheduling an appointment and requesting one?

Scheduling an appointment means you have secured a date and time with a provider in a clinic where that provider practices.

An appointment request is used when you are unable to schedule with that provider in Duke MyChart and you need assistance from our appointment team to secure a date and time with that provider. This is useful for new problem visits with a specialist you have never had a visit with.

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Why do I not see my provider listed as a scheduling option?

Providers are available for scheduling in Duke MyChart if you have seen that provider in a clinic visit within the past 12 months and the provider is participating in Duke MyChart appointment scheduling. If you need assistance with scheduling an appointment, please call our Duke Consultation and Referral Center at 855-855-6484. You may also submit our appointment request form to our appointment team

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How is Duke MyChart 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 usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, Duke MyChart also uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session. Unlike conventional e-mail, all Duke MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

Duke MyChart is owned and operated by Duke MyChart 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 MyChart. Click here to read the full privacy policy.

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I was logged out of Duke MyChart. What happened?

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

What do I need to use Duke MyChart?

You need access to a computer connected to the Internet and with an up-to-date browser (such as Internet Explorer or Safari).

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My activation code does not work. What should I do?

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday, Tuesday, Wednesday and Friday or 8:00am-4:00pm ET Thursday.

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Accessing MyChart on your mobile device.

Smartphone

With the Duke MyChart app you can schedule appointments, view test results, medications, immunizations, proxies, appointments and upload health and fitness data, including data from the Apple Health app, when enrolled in self-tracking programs.

The Duke MyChart mobile application is currently available on the Apple® App StoreSM and the Android MarketTM

Instructions: