Frequently asked questions about Duke MyChart
Is there a fee to use MyChart?
Duke MyChart is a free service offered to our patients.
How do I sign up?
Patients who wish to participate will be issued a Duke MyChart activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may contact the clinic or 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.
Who do I contact with 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.
Viewing your medical record
When can I see my test results in MyChart?
Most test results will appear one (1) business day after they become available which means you may see some results before your provider. Once available, you can expect to hear from your provider within three (3) business days to explain the test results. 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 here.
Why are certain test results not shared electronically via Duke MyChart?
Your provider is able to determine which types of test results are able to be accessed through Duke MyChart. Further, tests of a very sensitive nature are not released to Duke MyChart.
What should I do if some of my health information on MyChart is not correct?
Your Duke MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.
When can I expect a reply if I send a message to my doctor or nurse?
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.
Using My Chart for my family's health care
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 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 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 MyChart account.
May I ask questions regarding a family member from my Duke MyChart account?
No, under the 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.
Can my spouse and I share one Duke MyChart 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 Duke MyChart account.
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 on the Duke MyChart website in the section titled "My Account".
After you've enrolled
I forgot my password. What should I do?
You may 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 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.
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.
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Log into Duke MyChart and from the left menu, go to the Preferences section and select the appropriate option.
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.
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 an up-to-date browser (such as Internet Explorer).
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.
How to access MyChart on your mobile device
Current MyChart users can now download the MyChart mobile application at no additional cost. With this mobile application you will be able to view test results, medications, immunizations, proxies, appointments and many more items pertaining to your care.
The MyChart® mobile application is currently available on the Apple® App StoreSM and the Android MarketTM