MyNorton Frequently Asked Questions

Sign-up Questions

With MyNortonChart, 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 MyNortonChart, you can:

  • Review medications, immunizations, allergies, issue lists and medical history
  • View details of past and upcoming appointments
  • Receive some lab results online
  • Communicate electronically and securely with your child’s care team
  • Review health education topics and discharge instructions from your provider
  • And more!

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.

No.

An email address is not required, but is preferred. When new information is sent to your MyNortonChart 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 MyNortonChart 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 MyNortonChart account, here’s how to request proxy access for your child:

  • Log in to your MyNortonChart account using a computer (this function is not yet available via the mobile app).
  • Once logged in to your MyNortonChart, 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 MyNortonChart. 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 MyNortonChart 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 MyNortonChart account and grant you access.
      • Have your child create a MyNortonChart account. [LINK]
      • Have your child log in to their MyNortonChart account.
      • Once logged in to MyNortonChart, 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.”
      • Fill in all the details on the form. The Norton Healthcare health information management department will use the information to approve the request.

My Medical Records

Many test results can be viewed in your MyNortonChart. When providers share 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 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 your child’s results. Click on the “Health” menu and select the “Test Results” link. On the “Test Results” page, click anywhere within a row to display the results for that test.

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

  • Through your MyNortonChart, 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 MyNortonChart.

Click the “Visits” menu and select the “View notes” link listed underneath the appointment encounter you would like to view. If a note is not available for viewing, you may request the note. 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 MyNortonChart 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 MyNortonChart 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 MyNortonChart.

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 MyNortonChart account to view the new information for your child.

If you elect to receive email or text notifications, you will be notified by the method you select.

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.

Techical Questions

All communication between you and Norton Healthcare or Norton Children’s 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.

Messaging Questions

Generally you 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.

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.

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.

MyNortonChart 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.

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.

Norton eCare Video Visits

Norton Telehealth offers video visits for urgent care needs through Norton eCare. You will be able to schedule a secure, face-to-face online visit with a Norton eCare provider to treat common illnesses. The provider will discuss your symptoms and provide you with a treatment plan. You must have a MyNortonChart 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. These include cold/cough, diarrhea/vomiting, red eye, skin rash, sinus infections, allergies and more.

Breastfeeding support visits also are available at no charge.

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

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
  • 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, sign in to MyNortonChart 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 MyNortonChart account and proxy access to your dependent’s MyNortonChart account. To request proxy access, sign in to your MyNortonChart account from a 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. Please allow one full business day for processing.

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.

Most insurance covers video visits similar to an office visit. Self-pay options also are available.

After you schedule your video visit, 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 ahead of your appointment. The provider will call you if you are unable to join the visit.

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.

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.

Norton eCare Visits

An eVisit is a secure online questionnaire about your symptoms. A provider will review your answers and call you within six 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, swimmer’s ear and head lice

If you need care for other conditions, 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.)
  • Have a MyNortonChartaccount
  • 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 Apple app or Google Play app, log in to the app and select the E-Visit icon.

An eVisit costs $40. This fee will be preauthorized by a credit card that you provide prior to completing the questionnaire. If your condition isn’t suitable for treatment in an eVisit, you will not be charged.

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.

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

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