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My Sanford Chart Frequently Asked Questions

 
Enrollment Questions
What is My Sanford Chart?
Is there a fee to use My Sanford Chart?
How do I sign up?
Who do I contact if I have further questions?
Which Sanford clinics offer My Sanford Chart?
Your Medical Record
When can I see my test results in My Sanford Chart?
Why are certain test results and health issues not shared electronically via My Sanford Chart?
If some of my health information on My Sanford Chart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Why am I having trouble scheduling an appointment?
Why don't I see the Cancel This Appointment button for an appointment I want to cancel?
Can I print information from MyChart?
What is a prescription renewal?
My Sanford Chart For My Family
Can I view a family member's health record in My Sanford Chart?
Can I ask questions regarding a family member from My Sanford Chart account?
Can my spouse and I share one My Sanford Chart account?
I once had access to another adult's or teenager's MyChart information and now I do not. What happened?
When is Family Access revoked?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new access code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is My Sanford Chart secure?
What is your privacy policy?
I was logged out of My Sanford Chart, what happened?
What do I need to use My Sanford Chart?
My access code does not work, what should I do?
Is my access code my username?
When I try to login, I keep receiving the message "Login unsuccessful". What could be wrong?
E-Visit Questions
What is an e-visit?
Can I request an e-visit for myself?
Can I request an e-visit for a family member?
What reasons should I use an e-visit for?
Who will provide my e-visit care?
When can I submit an e-visit?
When will I receive a response to my e-visit request?
How much does an e-visit cost?
How do I pay for this e-visit?
Does my Insurance cover an e-visit?
Can I use my smartphone or tablet for my e-visit?
Can I get a prescription during an e-visit?
What if I have further questions after my e-visit?
Video Visit Questions
What is a Video Visit?
Who can request a Video Visit?
What can I do a Video Visit for?
Who will provide my Video Visit care?
When are Video Visit providers available to see me?
How much does a Video Visit cost?
How do I pay for this Video Visit?
Does my Insurance cover a Video Visit?
What does my computer need to do a Video Visit?
Can I use my smartphone or tablet to complete a video visit?
What if can’t get my equipment to work or the connection is lost in the middle of the visit?
Can I get a prescription during a Video Visit?
What if I have further questions after my Video Visit?

What is My Sanford Chart?

My Sanford Chart offers patients personalized and secure online access to portions of their medical records. It enables you to securely use the internet to help manage and receive information about your health. With My Sanford Chart, 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 renewals.
  • Communicate electronically and securely with your medical care team.
  • Request an e-visit or a video visit.
  • Make payments and view billing information.
Return to Top

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. Return to Top

How do I sign up?

Patients who wish to participate will be issued a My Sanford Chart activation code during their clinic visit. This code will enable you to login and create your own username and password. If you were not issued an activation code, you may ask to sign up during your next office visit.

You can also sign up online. Click here to request an activation code for yourself. After validating your submission with your My Sanford Chart membership information your activation code will be emailed to you. Return to Top

Who do I contact if I have further questions?

For questions regarding your personal health information, contact your clinic. For questions regarding the website, you may email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 1-866-808-5274. Return to Top

Which Sanford clinics offer My Sanford Chart?

Sanford is in the process of implementing My Sanford Chart at all of its clinic locations. To see if your clinic has implemented My Sanford Chart, click here. Once your provider has My Sanford Chart access, they will offer it to you during your next visit. Return to Top

When can I see my test results in My Sanford Chart?

Your test results are released to your My Sanford Chart account after your physician has reviewed them. This is generally within 2 business days. Return to Top

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

Your provider is able to determine which types of test results and health issues are able to be accessed through My Sanford Chart. Further, tests and health issues of a sensitive nature are not released to My Sanford Chart. Return to Top

If some of my health information on My Sanford Chart is not correct, what should I do?

Your My Sanford Chart information comes directly from your electronic medical record at your provider’s office. Ask your provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit. Return to Top

If I send a message to my provider, when can I expect a reply?

You will generally receive an answer within 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. Return to Top

Why am I having trouble scheduling an appointment?

MyChart 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. Return to Top

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 MyChart because the appointment was scheduled at a department or clinic currently not using MyChart. Or, it may be within 72 hours of your appointment. Please call your clinic to cancel these types of appointments. Return to Top

Can I print information from MyChart?

Yes. MyChart offers a "Printer Friendly Page" button that will display and print your information in an easy-to-read format. You will notice a "Printer Friendly Page" button on the upper right side of most pages. Return to Top

What is a prescription renewal?

Prescriptions renewals are used if you no longer have any refills remaining. Renewals can be requested through MyChart "Request Rx Renewal" feature. These messages are sent to your healthcare provider’s office for authorization. This is different than a prescription refill where you would still contact your pharmacy to fill your remaining refills. Return to Top

Can I view a family member's health record in My Sanford Chart?

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal My Sanford Chart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to your clinic in order to request access to this convenient service.

Under State and Federal law, there are certain types of medical information that the parent or guardian of a minor patient may not view without consent of the minor patient. Because of these requirements, we cannot offer the full spectrum of services to parents of minor patients in this age category. Thus, when a minor patient reaches age 12, restrictions will be placed on My Sanford Chart access until he/she reaches age 18. Return to Top

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

No. My Sanford Chart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care. Return to Top

Can my spouse and I share one My Sanford Chart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Medical Information request and establish his/her own My Sanford Chart account. Return to Top

When is Family Access revoked?

Once a child turns 18, Family Access for the parents expires. Family Access for adults expires after 1 year. Family Access for teenagers under the Adult/Teen Proxy agreement expires after 1 year. Adult and Teen MyChart users have the ability to revoke access at any time from the Family Access screen. Return to Top

I once had access to another adult's or teenager's MyChart information and now I do not. What happened?

Access to another adult's or teenager's MyChart information expires after one year. If you want to regain access, the adult listed on the MyChart account must complete and resubmit the Adult/Teen Proxy Form. Return to Top

I forgot my password. What should I do?

You can click the "Forgot password" link on the sign-in page to reset your password online. If you still have problems, email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 1-866-808-5274. Return to Top

Can you send me a new access code as I have lost it, let it expire or did not receive it?

Contact your clinic for a new access code.

You can also sign up online. Click here to request an activation code for yourself. After validating your submission with your My Sanford Chart membership information your activation code will be emailed to you. Return to Top

Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into My Sanford Chart and from the left menu, go to the Preferences section and select the appropriate option. Return to Top

How is My Sanford Chart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, My Sanford Chart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with My Sanford Chart. Unlike conventional email, all My Sanford Chart messaging is done while you are securely logged on to our website. Return to Top

What is your Privacy Policy?

My Sanford Chart is owned and operated by My Sanford Chart and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records. Click here to view Sanford Health's Notice of Privacy Practices. Return to Top

I was logged out of My Sanford Chart, what happened?

We aim to protect your privacy and security of your information. While logged into My Sanford Chart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of My Sanford Chart. We recommend that you log out of your My Sanford Chart session if you need to leave your computer for even a short period of time. Return to Top

What do I need to use My Sanford Chart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer). Return to Top

My access code does not work, what should I do?

For your security, your access code expires after 90 days and is no longer valid after the first time you use it. If you still have problems, email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 1-866-808-5274. Return to Top

Is my access code my username?

No, your access code is not your My Sanford Chart Username or password. You will use this code only once to log into My Sanford Chart for the first time. (The code will expire after you have used it or after 90 days). When you log into My Sanford Chart the first time, you will then be asked to create your own unique My Sanford Chart Username and password. Return to Top

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 you are entering the correct username and password. Check if your Caps Lock key is on. If you continue to receive the "Login unsuccessful" message, email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 1-866-808-5274. Return to Top

What is an e-visit?

An electronic visit (e-visit) allows patients who have previously seen a Sanford Health provider (some restrictions may apply for certain Sanford locations) to communicate with one of our providers online and get help without coming in to the clinic.

You will be asked to complete an online form about your symptoms that will give the health care provider information he or she needs to treat you.

Sanford e-visits should only be used to request advice for non-urgent conditions. If you have an urgent need to see a medical provider, please contact your clinic by phone. For a medical emergency, please call 911 immediately. Return to Top

Can I request an e-visit for myself?

Yes. You must be at least 18 years old, have your own My Sanford Chart account, have previously seen a Sanford Health provider and are located in Iowa, Minnesota, or South Dakota. Return to Top

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

No. You can only submit for yourself. Return to Top

What reasons should I use an e-visit for?

You can use an e-visit for these conditions:

  • Pink Eye
  • Vaginal Discharge
  • Back Pain
  • Cough
  • Diarrhea
  • Sinus Problems
  • Urinary Problems
  • Rash
  • Sunburn
  • Insect Bite
  • Heartburn
  • Influenza (Flu)

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

Who will provide my e-visit care?

Your e-visit care will be provided by a Sanford Health Acute Care provider. Return to Top

When can I submit an e-visit?

You can submit an e-visit at any time. Return to Top

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

You will receive a response during business hours listed below. E-visit responses average a one hour turnaround period, but you are guaranteed a response within four hours.

For requests submitted Monday- Friday, 7 a.m.-9 p.m., and Saturday-Sunday, 8 a.m.-7 p.m., you can expect a response within four hours. For requests submitted after normal hours of operation, you can expect a response within four hours on the next day. Holiday hours may also be available.

If you are a University of South Dakota (USD) student living on campus with student health benefits, you can expect a response within one business day, Monday through Friday 7:30 a.m. – 5 p.m. (excluding holidays).

If you do not receive a response, or your symptoms get worse, please call your clinic. Return to Top

How much does an e-visit cost?

The cost for an e-visit is $40. Return to Top

How do I pay for this e-visit?

You will need to submit a credit card number in order to complete this e-visit. Return to Top

Does my Insurance cover an e-visit?

Please check with your insurance provider to determine whether you have coverage for this e-visit (CPT code 99444 or 98969). Medicare does not cover this service. If your insurance provider does not cover the entire fee for this e-visit, your credit card will be charged for the outstanding balance of this e-visit. Return to Top

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

You can complete an e-visit through the My Sanford Chart website, but not the app at this time. Return to Top

Can I get a prescription during an e-visit?

Your e-visit provider will review your medical record along with your e-visit responses and provide medical advice. You may be prescribed medications but will not be prescribed narcotics. Return to Top

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

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

What is a Video Visit?

A video visit allows you real time video interaction with a Sanford provider who may provide treatment plan, order a prescription or request to see you in person if necessary. Return to Top

Who can request a Video Visit?

You can request a video visit for any non-emergent condition if you are at least 18 years old and are located in Iowa, Minnesota or South Dakota. You cannot request a video visit for a family member or another person. Return to Top

What can I do a Video Visit for?

Any non-emergent health concern. Return to Top

Who will provide my Video Visit care?

You will be seeing a Sanford Health Acute Care provider. Return to Top

When are Video Visit providers available to see me?

Video Visits are offered Monday - Friday, 7 a.m. - 9 p.m. CST, and Saturday - Sunday 8 a.m. - 7 p.m. CST. Please note if you are requesting a video visit within 30 minutes of closing hours, your appointment may not be scheduled until the following business day. Return to Top

How much does a Video Visit cost?

The cost of a Video Visit is $55. Return to Top

How do I pay for this Video Visit?

A statement will be sent to you by U.S. mail. Return to Top

Does my Insurance cover a Video Visit?

Please check with your insurance provider to determine whether you have coverage for a Video Visit. Medicare and Medicaid do not cover this service. If your insurance provider does not cover the entire fee for this Sanford Video Visit, you will be billed by U.S. mail for the remaining amount. If you are a Sanford Health Plan member, we will submit on your behalf. Return to Top

What does my computer need to do a Video Visit?

A Video Visit requires a desktop or laptop computer with a webcam, microphone, and Adobe Flash Media 11.0 or higher. Return to Top

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

Not at this time. Return to Top

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

We will call you at the phone number you provide when requesting a Video Visit to complete your care. Return to Top

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. Return to Top

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. Return to Top