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MyHealth Frequently Asked Questions

Enrollment Questions
What is MyHealth?
Is there a fee to use MyHealth?
How do I sign up?
Whom do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyHealth?
Why are certain test results not shared electronically via MyHealth?
If some of my health information on MyHealth is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
MyHealth For My Family
Can I view a family member's health record in MyHealth?
Can I ask questions regarding a family member from my MyHealth account?
Can my spouse and I share one MyHealth account?
Your Billing and Account Summary
Can I make a payment within MyHealth?
If I make a payment online via MyHealth, will it update my account balance real time?
Will I need to know my account number before I can make a payment?
Will I be able to receive a payment confirmation electronically?
What if I don't see my account listed in MyHealth?
Can I pay balance on multiple accounts at once?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new access 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)?
Technical Questions
How is MyHealth secure?
What is your privacy policy?
I was logged out of MyHealth, what happened?
What do I need in order to use MyHealth?
My access code does not work, what should I do?
Is my access code my user ID?
Video visits with your provider
Can I have a video visit with my provider about any health concern?
How do I get started?
What type of technology do I need to have a video visit?
When do I need to log in for my video visit?
Do I need to be in the same state as my provider?
Can I have my video visit anywhere?
Can I make a video visit appointment for my child?
Do I need a MyHealth account to have a video visit?
What does a video visit cost?
What if my provider is not available for a video visit?

What is MyHealth?

MyHealth offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyHealth, you can use the Internet to:

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Is there a fee to use MyHealth?

MyHealth is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyHealth access code during their clinic visit. This code will enable you to log in and create your own user ID and password. If you were not issued an access code, you may call your primary care clinic to get one or ask to sign up during you next office visit.

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Whom do I contact if I have further questions?

You may e-mail us at MyHealthSupport@lhs.org.

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When can I see my test results in MyHealth?

Your test results are released to your MyHealth account after your physician has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via MyHealth?

Your provider determines which types of test results are able to be accessed through MyHealth. Further, tests of a very sensitive nature are not released to MyHealth.

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

Your MyHealth information comes directly from your electronic medical record at your doctor's office. During your clinic visit, ask your doctor to correct any inaccurate information. Your health information is reviewed and updated in your electronic medical record each visit.

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

You will generally receive an answer within 1-3 business days. Please note that MyHealth 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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Can I view a family member's health record in MyHealth?

Yes you can. This is called Family Account access and allows a parent (or guardian) to log into their personal MyHealth account, and then connect to information regarding their family member. To request this convenient service, speak with your family member's primary care provider and request a Proxy Consent Form. Return the completed form to one of our medical facilities.

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Can I ask questions regarding a family member from my MyHealth account?

No. MyHealth offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one MyHealth account?

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

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Can I make a payment within MyHealth?

Yes. You can locate the green 'Pay my Bill" button within Account Summary screen and follow the prompts

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If I make a payment online via MyHealth, will it update my account balance real time?

Yes, it will.

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Will I need to know my account number before I can make a payment?

No. You can simply choose an account or balance you would like to make a payment on from the drop down menu in the payment screens.

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Will I be able to receive a payment confirmation electronically?

Yes, when the payment is processed, an electronic confirmation of the payment is generated and available in your MyHealth inbox.

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What if I don't see my account listed in MyHealth?

Our ancillary services are billed separately. To make a Lab, GoHealth, etc. payment, please reference the external links under Account Summary.

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Can I pay balance on multiple accounts at once?

The options available within MyHealth allow you to choose the specific account you would like to make a payment on. You can also make a payment towards your balance. Currently, you can make a payment towards hospital balance or professional - clinic visit balance separately.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online. You may also contact our MyHealth Patient Support at MyHealthSupport@lhs.org to request a new, secure password.

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

Contact us at MyHealthSupport@lhs.org and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy concerns prevent us from e-mailing a new access code to you.

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

Log into MyHealth and from the left menu, go to the Preferences section and select the appropriate option.

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How is MyHealth secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, MyHealth uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyHealth. Unlike conventional e-mail, all MyHealth messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyHealth is owned and operated by Legacy Health 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 Legacy Health.

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I was logged out of MyHealth, what happened?

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

What do I need in order to use MyHealth?

You need access to a computer connected to the Internet and an up-to-date browser such as Internet Explorer, Mozilla Firefox, or Apple Safari.

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My access code does not work, what should I do?

For your security, your access code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, email us at MyHealthSupport@lhs.org.

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Is my access code my user ID?

No, your access code is not your MyHealth ID or password. You will use this code only once to log into MyHealth for the first time. (The code will expire after you have used it or after 30 days.) When you log into MyHealth the first time, you will then be asked to create your own unique MyHealth ID and password.

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Can I have a video visit with my provider about any health concern?

No, at this time, video visits are limited to these concerns:

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How do I get started?

Log into MyHealth, go to Schedule an Appointment, Video Visits and follow the instructions.

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What type of technology do I need to have a video visit?

Your video visit requires a smart phone (Android or iPhone), tablet or a laptop. Your device needs to be able to show videos and have a microphone and speakers/headphones. Please make sure both audio and video are working before your visit. And, please make sure the camera is pointed at you. Google Chrome does not support video visits; please use another browser, such as Internet Explorer, Mozilla Firefox, or Safari.

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When do I need to log in for my video visit?

Please log in 10 minutes before your visit is scheduled to begin.

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Do I need to be in the same state as my provider?

Yes. Federal Law requires you to be in the same state in which your provider is licensed. If you usually see your provider in Oregon, you must be in Oregon at the time of the visit.

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Can I have my video visit anywhere?

To protect your private health information, we suggest you have a video visit in a private setting. If you have your video visit in a public setting, others may hear your conversation or be able to see your screen.

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Can I make a video visit appointment for my child?

Yes.

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Do I need a MyHealth account to have a video visit?

Yes.

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What does a video visit cost?

Video visits are covered by most insurance plans with a co-pay. Medicare and some insurance companies may not cover the cost of a video visit. If not covered by insurance, patients will be billed $40.

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What if my provider is not available for a video visit?

You may make an appointment with another provider. You dont need to see your provider.

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