Sentara MyChart Terms and Conditions

MyChart is a service offered by Sentara. MyChart includes access to MyChart and other Web-based features. Please note: For some features like MyChart, there are specific terms and conditions that apply. If you do not have access to features based on your type of activation or username and password, the terms and conditions for those features will not apply to you.

Please read the terms and conditions entirely and carefully before using MyChart. These terms and conditions are subject to change without prior written notice at any time at Sentara’s sole discretion.

MyChart Terms and Conditions of Use

Sentara is pleased to offer you MyChart as a customer (patient) of Sentara and its affiliates.

We think that it is important for you to know how we manage information via the Internet. This Terms & Conditions statement outlines our practices and sensitivity to your right to privacy. We reserve the right and discretion to revoke access to this service at any time.

MyChart Electronic Communication

We will make a best effort to provide a timely response to electronic inquiries. In some cases, the staff that needs to respond to an electronic inquiry or other communication may not be immediately available. Please allow at least two (2) business days for a response. Emergency situations requiring immediate attention should not be submitted electronically.
Furthermore, with respect to any electronic communications sent by the patient, we are only able to respond to such communications based on the information provided by the patient. If additional information is needed, we may return your message for clarity.

MyChart Web Site Links

MyChart may offer links to related medical Web sites not managed by Sentara. These Web site link(s) are for a patient's informational purposes only. Sentara does not endorse and has not verified the accuracy of the information in/on these Web sites, and the patient should not rely on any of the information found on the Web sites for purposes of treatment or diagnosis.

MyChart Minor Eligibility

An individual must be age 18 or older to create a MyChart account. For adolescents between the ages of 14-17 a MyChart account may be created once the parent/legal guardian has provided written consent. This consent by the parent/legal guardian allows Sentara to regard the adolescent as an adult. The consent agrees to allow the adolescent to have his/her own MyChart account. For adolescents they must be age 14 with the appropriate consent to create an account.

MyChart Email Privacy

Patients who are users of MyChart should be aware that they will be notified by email for certain features, including activation. This means that any person with access to a patient's email will be able to see this notification. This could include the patient's spouse, employer or anyone else that can access a patient's email account.

Please know that if you send us an email communication, it may be shared with Sentara staff in order to provide an appropriate response. A patient's confidential medical information related to MyChart features will be accessible only to appropriate Sentara staff.

MyChart Security and Confidentiality

We afford the same degree of confidentiality to medical information stored on MyChart as is given to medical information stored by Sentara in any other medium. Sentara is committed to protecting the confidentiality of your medical information. We limit Sentara employees' access and ability to enter or view information based upon their role in your care. Firewalls, passwords, encryption, and audit trails are further used to safeguard your information. We have taken steps to make all information received from our online visitors as secure as possible against unauthorized access and use.

For other than general information viewing, MyChart must be accessed with a Secure Sockets Layer (SSL) compatible browser or terminal (Netscape or Internet Explorer versions 5.0 or greater). Our SSL web server uses authentication and offers the highest level of encryption technology commercially available (128-bit RC4).

User names and passwords provide two layers of authentication and are stored in an encrypted database that is isolated from the Internet. As a user, your role in maintaining the security of your medical information is:

Changing your password on a regular basis, and
Keeping your login ID and password confidential.

Sentara MyChart Terms and Conditions of Use

Please read the terms and conditions entirely and carefully before using MyChart. These terms and conditions are subject to change without prior written notice at any time.

Sentara’s sole discretion

Your Doctor and Sentara are pleased to offer you MyChart. It is an online service that provides you with convenient access to your medical record. It also offers a method of online communication with your physician and practice staff for such activities as prescription renewals, direct appointment scheduling and online messaging.

We think that it is important for you to know how we manage information via the Internet. This Terms & Conditions Statement outlines our practices and sensitivity to your right to privacy. We reserve the right and discretion to revoke access to this service at any time.

MyChart Response to Electronic Communication

We will make a best effort to provide a timely response to electronic inquiries. In some cases, the clinic staff that needs to respond to an electronic inquiry or other communication may not be immediately available. Therefore, a patient should allow at least two (2) business days for a response. Accordingly, emergency situations requiring immediate attention should not be submitted electronically.

Furthermore, with respect to any electronic communications sent by the patient, we are only able to respond to such communications based on the information provided by the patient. If there is insufficient information provided, we will be unable to provide accurate and reliable services and may return your message for clarity.

MyChart Web Site Links

MyChart Minor Eligibility

An individual must be age 18 or older to request a personal account. Parents or guardians of minor children may request access to the minor child's account by following the terms outlined in the "Proxy Access" section of this Terms and Conditions statement.

With parental/legal guardian consent minor children between the ages of 14 and 17 (inclusive) will be eligible to participate in the full spectrum of MyChart services. Under State and Federal law, there are certain types of medical information that the parent or guardian of a minor patient age 14–17 may not view without consent of the minor patient. Because of these requirements, adolescents between the ages of 14-17, may only create a MyChart account once the parent/legal guardian has provided written consent. This consent by the parent/legal guardian allows Sentara to regard the adolescent as an adult. The consent agrees to allow the adolescent to have his/her own MyChart account.

Thus, when a minor patient reaches age 14, restrictions will be placed on MyChart access until he/she reaches age 18 or until consent for the adolescent to have a MyChart account has been signed and the adolescent activates his/her account. Adolescents may grant parents/legal guardians Proxy access to their MyChart account by following the terms outlined in the "Proxy Access" section of this Terms and Conditions statement.

MyChart Proxy Access

Individuals age 18 or older may request proxy access to another individual's MyChart account by completing the Proxy Access portion of the MyChart Consent Form and submitting it to Sentara. Individuals age 14-17 may grant Proxy Access to parents/legal guardians by completing the appropriate Proxy Access portion of the MyChart Proxy Form and submitting it to Sentara. All medical information that is made available in MyChart will also be made available to your Proxy. Such access will only be granted to parties with parental rights or legal guardianship over the MyChart account holder and only to the extent that the party requesting proxy access can demonstrate the legal right to account holder's medical information. A MyChart account will be activated for both the proxy and the account holder. If the proxy's legal relationship with the account holder changes, the account holder must inform us immediately by calling the practice for directions, or sending written notice to the practice. Sentara reserves the right to revoke proxy access at any time for any reason.

MyChart Email Privacy

Patients who are users of MyChart should be aware that they will be notified, if they desire, via email when there is new medical information to be viewed on MyChart. This means that any person with access to a patient's email will be able to see this notification. This could include the patient's spouse, employer or anyone else that can access a patient's email account. Although no private medical information will be sent, the notification that new medical information is available by accessing MyChart may be information that a patient would not want others to know. Thus, patients should take this into account when providing an email address.

Please know that if you send us an email communication, it may be shared with the Sentara staff that assists the physician in providing the patient's medical care. A patient's confidential medical information on MyChart will be accessible only to appropriate clinical staff.

MyChart Security and Confidentiality

We afford the same degree of confidentiality to medical information stored on MyChart as is given to medical information stored by Sentara in any other medium. Sentara is committed to protecting the confidentiality of your medical information. We limit Sentara employees' access and ability to enter or view information based upon their role in your care. Firewalls, passwords, encryption, and audit trails are further used to safeguard your information. We keep a record of the records released and note the time and date of access each time a patient accesses MyChart. We have taken steps to make all information received from our online visitors as secure as possible against unauthorized access and use.

You can tell when you are secure by looking at the location (URL) field. If the URL begins with https:// (instead of http://), the document comes from a secure server. This means your data cannot be read or deciphered by unauthorized individuals. You can tell whether you are truly connected to Sentara by viewing the digital certificate. This certificate verifies the connection between the Sentara server's public key and the server's identification.
User names and passwords provide two layers of authentication and are stored in an encrypted database that is isolated from the Internet. As a MyChart user, your role in maintaining the security of your medical information is:

Changing your password on a regular basis, and
Keeping your login ID and password confidential.

MyChart Deactivation

MyChart will be deactivated due to specific terms and conditions for use of the applications at the discretion of the Practice and Sentara. The following is a list of reasons which will result in deactivation. The list is not inclusive and each circumstance will be evaluated individually.

No longer a patient for that practice/physician
Automatic system deactivation will occur for a parent to view a child's record when the child reaches the age of 14.
Automatic system deactivation will occur after a number of failed login attempts to access the secure portion of the MyChart system (refer to eCare policies on failed login attempts).
Inappropriate use of messaging or scheduling (ex: excessive, unnecessary, inappropriate content)
Abuse of proxy access
Pending legal issues with patient or direct family
Poor response to training
Inability to use features without constant assistance

Sentara MyChart for Teens Terms & Conditions for Use

Age Restrictions

Right now, you must be at least 14 years old to sign-up for MyChart.
If you would like to give someone Proxy Access to your account contact your primary care provider.

MyChart Messages

You should NEVER use MyChart for emergencies. If you have an emergency call your doctor’s office or 911.
All of the messages you send to your doctor are private. However, some messages may be sent to other staff members to help us get back to you more quickly.
We will try our best to respond to all messages within 1-2 business days.
Please do not use any bad language in your messages. Your account may be closed if you do.
All messages sent through MyChart will be added to your medical record.

Security and Privacy

We use many security features to make sure that your information is private.
We do not share your medical information with anyone without your permission.
You should not share your username and password with anyone. If you do, that person can see your records.
You must log in to MyChart to see any messages from your health center. No medical information will be sent to your email address.
We will never request anything from you or about your children through an email message

Website Links

MyChart has links to other sites for medical information. Although we feel that these sites are trustworthy, we are not responsible for their information.
Neither these websites nor MyChart are able to make diagnoses or treat medical problems. This is only something your doctor can do.

Disclaimer

MyChart does not contain your complete medical record. It is only summary of your record. If you would like to see your complete record please ask someone at your health center.
If you have questions or problems with MyChart we encourage you to contact us one of the following ways: submit a MyChart Assistance Request or call us at 1-800-736-8272.
We try our best to make sure that MyChart is always working properly but there may be times when the system is shut down. We are not to blame for any problems that may occur from being unable to see your medical information.
These terms and conditions may be changed. When they are changed you will be able to see the changes when you log in.

Terms and Conditions for Text of MyChart Notifications

Sentara MyChart users who indicate receipt of notifications to "text" as a preference will opt-in for receipt of notifications straight to the phone number provided, which is the subscriber’s phone.

Supported Carriers

Sentara MyChart users will receive a notification directly to their phone via SMS message, more commonly referred to as a text message from the following carriers:

AT&T, Affinity Cellular, AirVoice Wireless, Armed Force Mobile, Black Wireless, Boom Mobile, Boost Mobile, campusSIMs, CellNUVO, Charge Mobile, Chit Chat Mobile, Consumer Cellular, Consumer CellularEcoMobile, Credo, Cricket Wireless, EasyGO Wireless, Eco Mobile, EcoMobile, Expo Mobile, good2GO Mobile, GoSmart, H2O Wireless, Hayai Mobile, Infinium Wireless, Jaguar Mobile, Jolt Mobile, Kajeet, KidsConnect, Liberty Wireless, MetroPCS, Mint Sim, Net10 Wireless, NetZero, Page Plus Cellular, Pix Wireless, Project Fi, Puppy WirelessRed Pocket Mobile, Puretalk USA, Ready Mobile, Red Pocket Mobile, Republic Wireless, ROK Mobile, Selectel Wireless, Simple Mobile, Speed Talk Mobile, Sprint, Straight Talk, Telcel America, Tello US, Tempo Telecom, TextNow, The People's Operator USA, Ting, T-Mobile, Total WirelessTracFone, TracFone, Twigby, Ultra Mobile, Univision Mobile, US Mobile, Verizon, Virgin Mobile USA, Walmart Family Mobile, Zing PCS, ZingPCS, Zip SIM.

Please Note: Carriers are not liable for delayed or undelivered messages.

Cost

There are no premium charges for the Sentara MyChart text notifications; however, message and data rates may apply.

Message Frequency

If you opt-in to receive notifications from Sentara MyChart, you will receive one (1) message per account update. Text notifications will direct you to your Sentara MyChart account for detail. Sentara MyChart also provides notifications to the patient email account. You will receive messages based on the preferences you select.

How to opt-out of our service

To Opt-out of the text message notification, you may go to the Preferences section within Sentara MyChart and modify your settings.
To opt-out of the Sentara MyChart notifications on your cell phone, text STOP at any time to 50771. An unsubscribe message will be sent to your mobile number confirming the cancellation, but no more messages will be sent from this program after that one.

Support/Help

For support or information about our Sentara MyChart service, text HELP at any time to 50771. You can also submit a MyChart Assistance Request or call 1-800-Sentara directly.

Privacy Policy regarding Text Notifications

Sentara places high priority to the privacy of our users. The following is provided to address any concerns you may have.

Sentara will never, under any circumstances, sell or distribute your cell phone number to third parties or Sentara clients for whom you have not approved.
Sentara will never directly market to you any services for which you have not opted in, either by cell phone, text message, email, or Sentara MyChart preferences.
Sentara will never distribute any personal information about you, including your phone number, name, billing information or any other piece of identifying information.
If you have any questions, please submit a MyChart Assistance Request.

Other MyChart Features

MyChart will provide access to additional features like online payment of a hospital bill. Please be sure to check for terms and conditions of use or privacy information for each individual feature when you access the feature.