Additional FAQs and Help

From your computer or web browser:

To update your information with your provider's office, log in to your account and select "Messaging." Then, select "Update My Information" to message any needed changes to your healthcare provider's office.

From the Sentara app:

Log in to the Sentara app, and then select "Messages" from the bottom bar. Click "Message Center", then "Ask a Question", then "Contact Dr. Office" to send a message to your healthcare provider.

To share your information or receive access to another person’s information you must complete the proxy request form and the account sign up process.

Instructions for access to another adult or a child (birth - 13 years old):

• Complete theSentara Healthcare Proxy Access form.
• Retur n the form to the physician's office.

Instructions for access to a teen (14-17 yrs.):

• Complete the Sentara Healthcare Proxy Access form.
• Return the form to the physician's office.
• The teen will be issued an activation code for their own Sentara account.
• The teen must activate their account and that will complete the proxy access for the parent or legal guardian.

Instructions for access to another adult (18 yrs.+) through Proxy Invite (digital option for adult proxy relationships only):

• Adult (18+) patients who have an active Sentara MyChart account have the ability to digitally send a proxy invitation to another adult (18+) patient.
• This is done by signing into MyChart and accessing the Sharing Hub feature.
• The proxy invitation that you send in this workflow will be sent to the email address entered. Please be aware that Sentara is not responsible for the accuracy of the email address entered in this workflow.
• The recipient of your proxy invitation will need to click the link in the email, and then will be asked to verify they are the intended recipient by answering a verification question. Please be aware that the recipient of the email must be at least 18 years old and have an active Sentara MyChart account of their own in order to complete this process.
• If the recipient answers the verification question correctly, they will establish a proxy relationship with your account.

To protect the privacy and confidentiality of health information according to state and federal laws for teen’s proxy access is automatically terminated on their14th birthday. You can reapply for access to your teen by following the steps below:

Instructions for access to a teen (14-17 yrs.):

• Complete the Sentara Healthcare Proxy Access form.
• Return the form to the physician's office.
• The teen will be issued an activation code for their own account.
• The teen must activate their account and that will complete the proxy access for the parent or legal guardian.

Yes. Select the “My Account” tab and then select “Personalize”. Under "Who Can View My Record" select the person and click "Revoke Access."

Yes. We do provide emancipated minors access to their health record through a Sentara or Sentara MyChart account.

Telehealth means providing health-related information and services through technology channels, which can include virtual and video visits. Virtual visits are a convenient, secure way to get care for minor illnesses via video or phone. Click here for more information about Sentara’s virtual care options.

If you have specific questions about an upcoming or recent video visit with a Sentara Medical Group provider, please visit the Sentara Virtual Care Frequently Asked Questions page.

An E-Visit is a convenient, secure way for you to exchange messages with your provider to get care for minor illnesses. Your provider can provide a treatment plan, including prescriptions if needed.

E-Visits are available in the message center of your account.

From your computer or web browser:

•  Log in to your account and select "Messaging."
• Then, select "e-Visits" and read and accept the terms and conditions to continue.
• Select your symptoms or health concern, which provider to send the information to, and the pharmacy where you would like to send any prescriptions.
• Then follow the prompts to complete your E-Visit.

From the Sentara app:

•  Log in to the Sentara app.
• Then select the "E-Visit" button.
• Select your symptoms or health concern, which provider to send the information to, and the pharmacy where you would like to send any prescriptions.
• Then follow the prompts to complete your E-Visit.

E-Visits are only available to patients who have an established relationship with a provider who offers the E-Visit option.

E-Visits are filed with your insurance as a courtesy. If your insurance does not cover the E-Visit you will be billed the self-pay fee of $30.00.

Anyone who has had a visit with a Sentara provider or received any services at a Sentara location can sign up.

Sentara aims to provide you with secure and convenient ways to access your health information. To do this, we have security guidelines that must be met. Sentara uses your name, date of birth, and social security number to verify your identity when setting up your account. Our system can only link you to your medical information if all of your information matches.

If you believe your health information is incorrect, please message your provider (as noted above) to voice your concern or ask your provider to update your information during your next visit.

For your health care provider to appear on your contact list:

• Your provider must use the Sentara eCare system for medical records
• Your provider must also be a Sentara MyChart participant.
• You must have been seen in the last 13 months in their office or have a scheduled appointment

If the above criteria is met your provider will automatically appear on your contact list.

Currently, most types of appointments can be scheduled electronically, through either the web or the Sentara app. Some imaging, new patient, and specialty appointments may require you to call your provider’s office directly.

To verify your identity, we use a third-party vendor: Experian Identity Validation Services. Their system asks questions that help us confirm your identity. This further protects your privacy while linking you to your healthcare information. Get more information on Experian Identity Validation Services.

Yes.

From your computer or web browser:

• Click on "Appointments" and choose "Upcoming/Past Appts."
• Then select the appointment you would like to cancel. In the bottom left hand corner in red, click "Cancel Appointment."
• If you do not see the "Cancel Appointment" button or text, you will not be able to cancel that appointment from here. Please call your clinic to cancel this appointment.

From the Sentara app:

• Login to the Sentara app.
• On the home screen, you should see any upcoming appointments, or you can click "Appointments" on the bottom bar.
• Select the appointment you want to cancel, and then click the "Cancel Appointment" button.

Yes, we adhere to all HIPAA guidelines and encrypt your information to ensure that it is always safe and protected. Only providers directly providing you care can access your account information. Additionally, only you have access to your username and password.

From your computer or web browser:

•  Log in to your account and select "Messaging." Then, select "Contact Dr. Office" to message your healthcare provider with any questions you may have.

From the Sentara app:

• Log in to the Sentara app, and then select "Messages" from the bottom bar. Click "Message Center," then "Ask a Question," then "Contact Dr. Office" to send a message to your healthcare provider.

You may also contact your provider’s office by phone.