My Sanford Chart Frequently Asked Questions

Enrollment Questions

What is My Sanford Chart?

My Sanford Chart offers patients personalized and secure online access to portions of their medical and health insurance records.It helps you securely use the internet to help manage and receive information about your health and your insurance. With an account you may be able to:

  • Request medical appointments
  • View your health summary from the My Sanford Chart electronic health record
  • View test results
  • Request prescription refills/renewals
  • Communicate electronically and securely with your medical care team
  • Request an e-visit or a video visit
  • Make payments and view billing information
  • View insurance information and eligibility
  • Access benefit and coverage information
  • Review claims and prior authorizations
  • Access your plan documents and other resources
  • Access the Provider and Pharmacy Directory, Pharmacy, Flex and Wellness Portals

Is there a fee to use My Sanford Chart?

My Sanford Chart is a free service offered to our patients. However, there are certain functions within the website, such as e-visits and video visits, which may require a fee.

How is my information kept secure?

We take great care to ensure your information is kept private and secure. Access to information is controlled through secure access codes, usernames, and passwords. Each user controls their password, and the account cannot be accessed without that password. There is also 128-bit SSL encryption technology with no caching to automatically encrypt your session when you log in. Unlike conventional email, all messaging is done while you are securely logged in.

How do I sign up?

Go to mysanfordchart.org to begin the sign up process. Click ‘Get Access Here’, and select Request Access for Yourself. Complete the online form and follow the prompts to guide you through the signup process. If you need assistance with signup, send an email to techsupportmychart@sanfordhealth.org or call (866)-808-5274.

I don't have a Social Security Number. How do I sign up since this information is required?

You may request to enroll at your clinic (ask the front desk or a nurse), or call the number on the back of your Sanford Health Plan Member ID card. After your identity is verified, you will be emailed a link to enroll without your social security number. Follow the instructions to complete signup within 24 hours after you request the link. (If you request enrollment without a social security number, you will not be able to use any of our online activation/reset features.) If you have questions about enrollment without a social security number, send an email to techsupportmychart@sanfordhealth.org or call (866)-808-5274.

I received an activation code to complete the signup process, but it does not work. What should I do?

For your security, access codes expire after 30 days and are no longer valid after the first time you use it. If need help with your activation code, please email us at techsupportmychart@sanfordhealth.org or call (866) 808-5274.

My activation code is lost, expired or I did not receive it. Can I get another?

Contact your clinic for a new access code or sign up online. Click here to request an activation code for yourself. Once your submission has been validated, your activation code will be emailed to you. If you need additional assistance, contact the Technology Support Center at (866) 808-5274.

If it's been more than 30 days since your account request, you can attempt to complete the online signup process again. Or, contact Technology Support at (866) 808-5274 to request a new activation code. You will be required to re-verify your identity to request a new activation code be sent to you.

Is my activation code my user name?

No, your activation code is not your username or password. You will use this code only once to validate your identity when you log into your account for the first time. Activation codes expire after you have used it or after 30 days. When you log in the first time and use your activation code, you will then be asked to create your own unique username and password.

Who do I contact if I have questions?

For questions regarding your personal health information, contact your clinic. For questions about your health insurance, contact Sanford Health Plan by calling the number on the back of your Member ID card. If you have questions regarding the site, send an email to techsupportmychart@sanfordhealth.org or call (866)-808-5274.


Your Medical Record

What if I cannot see my test results?

If you are looking for test results that were done while you were in the hospital, you will need to click on the "Show Hospital Results" button. Or, the Provider may need to manually release the result to you. You can message them via My Sanford Chart to have them do this.

Why are certain test results not shared electronically via My Sanford Chart?

A majority of test results are set to auto release to My Sanford Chart, but there are some results the Provider has to manually release for you to view. You can message them via My Sanford Chart to have them do this.

Why am I having trouble scheduling an appointment?

My Sanford Chart may not have the capability to schedule complex appointments. If you are having difficulty scheduling appointments with multiple caregivers or for multiple patients (such as two or more children), please call your clinic.

Why don't I see the "Cancel This Appointment" button for an appointment I want to cancel?

If a button to cancel an appointment does not appear on the Cancel Appointments screen, you will not be able to cancel that appointment using My Sanford Chart because the appointment was scheduled at a department or clinic currently not using My Sanford Chart. Please call your clinic to cancel this type of appointment.


Using your Account

What do I need to use my account?

"You can access My Sanford Chart via a computer or device connected to the Internet. You will need to have an up-to-date browser (such as Internet Explorer or Google Chrome) or can download the latest MyChart app from Google Play or App Store."

If I send a message, when can I expect a reply?

If you contact your provider, you will generally receive an answer within two (2) business days. Please note that My Sanford Chart 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.

If you contact Sanford Health Plan, you will receive a response within one (1) business day.

Can I print information that is displayed?

Yes! There is a "Printer Friendly Page" button that will display in the upper right side of most pages that will print your information in an easy-to-read format.

If some of my health or insurance information is not correct, what should I do?

Medical information on the site comes directly from your electronic medical record. Ask your provider to correct any inaccurate information at your next clinic visit.

Insurance enrollment information is provided to Sanford Health Plan from your plan sponsor (which may be an employer, government agency, or the Exchange), or your insurance agent on your behalf. Please contact your plan sponsor or agent directly to request changes to your benefit plan.


My Sanford Chart for My Family (Proxy Access)

Can I view a family member's health and/or insurance information?

Yes; this is called proxy access and allows a parent, guardian or authorized representative to log into their personal account and then connect to information regarding their family member. Under 'Get Access Here', click Request Access to Another Member and follow instructions to request access. Depending on the type of proxy access you are requesting, this may include completion of an online and/or paper Proxy Consent Form.

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

No; your account offers direct access to your personal health and/or insurance record and communicating about another individual's information would result in their information being placed in your record. This could potentially jeopardize medical care or insurance activities.

Can my spouse and I share one account?

No; due to the sensitive nature of medical and insurance authorization and claim information, each adult must sign establish his/her own account. If you would like access to someone else's account, you can request access by following the instructions here.

When is proxy access removed?

Once a child turns 18, proxy access for the parents expires. Proxy access for adults expires after five (5) years. Adult users have the ability to revoke access at any time from the 'Personalize' screen. Access may also be revoked when confidential care has been provided, parental rights have been restricted, or when required by law.

I once had access to another adult's account and now I do not. What happened?

Users may revoke proxy access to their account at any time. Access to another adult's information expires after five (5) years. If you want to regain access, the adult listed on the account must complete and resubmit the Adult/Teen Proxy Form.


Technical Assistance and Troubleshooting

I forgot my password. What should I do?

Click the "Forgot Password?" link on the sign-in page to reset your password online. If you still have problems, please send an email techsupportmychart@sanfordhealth.org or call (866)-808-5274.

When I try to login, I keep receiving the message "Login unsuccessful". What could be wrong?

The "Login unsuccessful" message appears when either the username or password entered is incorrect. Check if your Caps Lock key is on and also make sure you are using the right username and password. If need help to log on, please email us at techsupportmychart@sanfordhealth.org or call (866) 808-5274.

I was automatically logged out, what happened?

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


EVisit Questions

What is an e-visit?

An electronic visit or e-visit lets you communicate online with a Sanford provider and get help without going to the clinic. When requesting an e-visit, you will fill out an online form about your symptoms. This will give our team the info they need to treat you.

You can request an e-visit if you live in Minnesota, North Dakota, or South Dakota and have previously seen a Sanford Health provider. Some restrictions may apply for certain Sanford locations.

Sanford e-visits are only to be used for advice on non-urgent conditions. If you have an urgent need to see a doctor, call your clinic. For a medical emergency, call 911 immediately.

Can I request an e-visit for myself?

Yes. However, you must be at least 18 years old, have your own My Sanford Chart account, have previously seen a Sanford Health provider and be in Minnesota, North Dakota, or South Dakota.

Can I request an e-visit for a family member?

Yes, you can submit an e-visit on behalf of your child.

What reasons should I use an e-visit for?

E-visits are appropriate for a number of common issues including:

2 months – 2 years

  • Diaper rash

2 months and older

  • Abrasions-Scrapes
  • Eyelid Infection-Blepharitis
  • Head lice
  • Insect bite
  • Pink eye
  • Skin Infections

6 years and older

  • Hay fever
  • Rash
  • Sunburn

12 years and older

  • Acne
  • Athlete's foot

18 years and older

  • Back pain
  • Breastfeeding mastitis
  • Cough
  • Diarrhea
  • Heartburn
  • Influenza
  • Sinus problems
  • Urinary symptoms
  • Vaginal discharge

If your symptoms are not on the list, you will need to schedule an appointment at your clinic.

Who will provide my e-visit care?

The care during your e-visit will be provided by a Sanford Acute Care provider.

When can I submit an e-visit?

You can request an e-visit at anytime.

When will I receive a response to my e-visit request?

You are guaranteed a response within four hours. Holiday hours may also be available. If you don't get a response or if your symptoms get worse, please call your clinic.

How much does an e-visit cost?

An e-visit costs $49. This fee will be preauthorized with the credit card you provide. If the visit isn't covered by your insurance, your credit card will be charged. However, you will not be charged if you are seen at a Sanford clinic within seven days for the same condition.

How do I pay for this e-visit?

You can pay for the e-visit with a credit card.

Does my Insurance cover an e-visit?

It's best to check with your insurance provider to see if you are covered. The CPT code is 99444 or 98969. If your insurance provider does not cover the entire fee, your credit card will be charged for the remaining balance. Medicare does not cover this service.

Can I use my smartphone or tablet for my e-visit?

At this time, e-visits are only available through the My Sanford Chart website, not the app.

Can I get a prescription during an e-visit?

The provider you communicate with during your e-visit will review your medical record and your e-visit responses and provide medical advice. You may be prescribed medications but no narcotics.

What if I have further questions after my e-visit?

If you have more questions or concerns, you can either call your provider or send a medical advice message via My Sanford Chart.


Video Visit Questions

What is a video visit?

A video visit allows you a real-time video visit from a computer or mobile device with a Sanford provider. You may receive a treatment plan, a prescription, or you may be asked to see a provider in person if needed.

Who can request a video visit?

You can request an acute care video visit through My Sanford Chart if you are a new or existing patient located in Minnesota or South Dakota, or an existing patient located in Iowa, North Dakota, or Nebraska. Video visits are available for adults and children. You can request a video visit on behalf of a child if you are the parent or legal guardian and have access to the child's My Sanford Chart account. You can request a video visit for a spouse, parent, or other adult if you have been granted access to his or her My Sanford Chart account. To request proxy access to a family member, click here. Primary care and other specialty video visits may also be available based on the provider, and can be requested through the provider's nurse or scheduler.

What can I do a video visit for?

Acute care video visits can be used for any acute or urgent but non-emergency need (such as cough, cold, rash, aches or pains). Primary care and other specialty video visits may also be available based on the provider, and can be requested through the provider's nurse or scheduler.

Who will provide my video visit care?

If your video visit is for an acute care need, you will see a Sanford Acute Care provider. If your video visit is scheduled for primary care or other specialty, you will see the correct provider for your visit.

When are video visit providers available to see me?

Acute care video visits are offered 24 hours a day, 7 days a week. If your video visit is scheduled with primary care or other specialty, hours will vary.

How much does a video visit cost?

Please check with your insurance provider to find out whether you have coverage for this Sanford Video Visit.

How do I pay for this video visit?

If your insurance provider does not cover the entire fee for this Sanford Video Visit, you may be required to prepay or a statement will be sent to you by U.S. mail.

What does my computer need to do a video visit?

A video visit requires a desktop or laptop computer with a webcam, microphone, and a stable internet connection. Internet Explorer and Google Chrome browsers can be used for video visits. You will be prompted to install the VidyoWeb plugin the first time you start a video visit. Refer to the troubleshooting guide available on the appointment details page for further instructions.

Can I use my smartphone or tablet to complete a video visit?

Yes. Video visits are available via the My Sanford Chart app for both iOS and Android devices.

What if I can't get my equipment to work or the connection is lost in the middle of the visit?

You will be called at the phone number you provided when requesting a video visit to complete your care.

Can I get a prescription during a video visit?

The video visit provider will review your medical record and create a treatment plan based on your condition and may prescribe medication. Narcotics will not be prescribed.

What if I have further questions after my video visit?

You can either call your provider or send a medical advice message via My Sanford Chart.


Sanford Note Release Questions

What is Note Release?

Note Release allows Sanford patients to read their notes written by certain health care providers after an appointment. Patients can read notes that, by law, are already theirs to read and copy if they would like.

In 2010, 100 volunteer doctors and 20,000 of their patients completed a one-year, trial of a similar national program called OpenNotes. Primary care doctors asked patients to read their visit notes after they were signed. At the end of the year, most of the patients thought reading these notes was helpful. Doctors saw value for patients and little burden for themselves. Both patients and doctors wanted to continue to share notes. To read the study results, please go to https://www.annals.org/article.aspx?articleid=1363511.

What is a note?

When you see a health care provider for an appointment, you may notice him or her taking notes during the visit. After the visit or phone call, the health care provider writes a note with the main points. This becomes a part of your medical record. The note may contain:

  • What you told the health care provider – also called the "history" or "history of present illness"
  • The findings from a physical exam, such as your blood pressure or how your lungs sound
  • Test results that help the health care provider assess your problem
  • The health care provider's assessment or diagnosis of any medical problems or symptoms – also called "assessment" or "impressions"
  • Any treatment plan the health care provider recommends
  • Next steps, such as more tests, studies, follow-up visits, or referrals to a specialist

What are the benefits of reading notes?

In the 2010 research study, patients found value in reading their notes. These included:

  • Better understanding of their health and medical problems
  • Better recall of their care plan
  • Feeling more in control of their care
  • Taking better care of themselves
  • Better at taking their medications as ordered

Reading notes can also help you and your health care provider be more of a team. To learn more, go to http://www.myopennotes.org.

How can I access my notes online?

  • Log in to My Sanford Chart
  • Click on the "Visits" tab
  • Select "Appointments & Visits"
  • Click on the appointment for which you want to view your notes
  • When you are in the Appointment Details, click on the "Provider Notes" tab
  • When you are finished reviewing your account, always exit by selecting "Log out"

I can't see any of the notes or a note I expected to see. Why?

Notes cannot be viewed if:

  • Your health care provider is not included in this program
  • Your health care provider chooses not to share the note
  • Notes have not been approved for release. This can take up to seven days after your visit
  • Notes are not available via the My Sanford Chart app at this time
  • Notes will not be available to view if they were completed before the start date, which may vary based on the note

If you have questions or concerns about your notes or do not see a note you expected, contact your health care provider's office.

How can I get the most out of my notes?

When your health care provider's note is ready after your visit, read it to review what the two of you talked about, your treatment plan, any changes to your medications, and any follow-up tests or appointments you need to schedule or attend. If there are terms you don't understand, look them up, or ask your health care provider for reliable websites or other ways to learn more about your medical problems.

Between visits, read your health care provider's note to see if you are following the treatment plan. You can also make sure you follow up on procedures, tests or appointments.

Any contact between you and your health care provider is confidential. But, you may choose to share notes with your family members, caregivers or others involved in your care. This will help you to talk about how you are going to work together to carry out your plans.

Before your next visit, read your health care provider's note to remind yourself what you and your health care provider talked about at your last visit. Think about any changes you have made in managing your health, and any new problems you may have since your last visit. You can also review your past visits, think about what has happened since then, and make a list of questions to take with you.

What if I have questions about what I read in the note?

Please keep in mind that the note is part of your medical record. Doctors and/or other health care providers use the note to manage your care and to share helpful facts with others involved in your care. You may find the note hard to read because it has abbreviations or terms you do not know. You can find a list of common medical abbreviations at https://www.nlm.nih.gov/medlineplus/appendixb.html. You can also refer to the FAQ on How can I get the most out of my notes?

Resources for questions about the medical information in your note.

  • Do a quick online search
  • Write down the question to discuss with your health care provider at the next visit, or contact your health care provider's office
  • Ask your health care provider about good websites or other resources to use when you have questions about your health during your next visit

What if I have questions or concerns about information in my note, or I feel there is an error?

If you have questions or concerns about information in your note, or if you feel there is an error in your medical record, please contact the health care provider who wrote the note.
If you would like to read notes from before this program, you have the legal right to request your medical records.

What if I feel something in my note should be changed?

Please contact the Sanford Compliance Hotline at (800) 325-9402 to request an amendment form.

I've sent my health care provider a message about the notes but I haven't heard back. When can I expect a response?

There are times when it may take several days or longer for your health care provider to respond. It's a good idea to ask your health care provider how quickly he or she usually responds, so you have an idea of what to expect.

Do not use email to contact your health care provider about concerns that need immediate attention. If you have a medical emergency please call 911 or go to the nearest emergency room. If you have an urgent question or concern, call your doctor or go to the nearest emergency room.

I'm concerned about my privacy. Who else has access to the notes? Can my health care provider share this record with others without telling me?

Everyone involved in your care already has access to this information. There are strict privacy rules. To help ensure your privacy, please:

  • Keep your login name and password private
  • Wherever you look at your account, always exit by choosing "Sign out" when you are done

How will I know if I have a new note?

When a note for a qualifying visit is written and approved, it will appear in My Sanford Chart. To locate the note, follow the five steps listed under How can I access my notes online? No alerts or emails will be sent for new notes.

How soon after a visit or discussion will I be able to see my notes?

When a note can be viewed depends on when it is written and approved. Most often, you will be able to see the note within seven days of the visit.

If I don't want to see my note online, what can I do?

If you do not want to view your note online, do not follow the instructions mentioned above to find your notes online.

Can I share my note with other people?

The information within a note is yours to share with whomever you choose. To share notes with others, you may print out a note or share it on the computer screen. The notes are part of your medical record so you should not share your username and password.