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MyChart ® Epic Systems Corporation

Virtual Care

E-Visit

Video Visit

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For technical questions, call the My Sanford Chart Technology Support Center at 1-866-808-5274

For questions regarding your personal health information, please contact your clinic.

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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?
Your Medical Record
What if I cannot see my test results?
Why are certain test results 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 My Sanford Chart?
What is a prescription renewal?
My Sanford Chart For My Family
Can I view a family member's health information 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 My Sanford Chart 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, email 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 canít 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?
Sanford Note Release Questions
What is Note Release?
What is a note?
What are the benefits of reading notes?
How can I access my notes online?
I can't see any of the notes or a note I expected to see. Why?
How can I get the most out of my notes?
What if I have questions about what I read in the note?
Resources for questions about the medical information in your note.
What if I have questions or concerns about information in my note, or I feel there is an error?
What if I feel something in my note should be changed?
I've sent my health care provider a message about the notes but I haven't heard back. When can I expect a response?
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?
How will I know if I have a new note?
How soon after a visit or discussion will I be able to see my notes?
If I don't want to see my note online, what can I do?
Can I share my note with other people?

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.
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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

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 "Include 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. Return to Top

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. 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 providerís 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?

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. 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 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. Return to Top

Can I print information from My Sanford Chart?

Yes. My Sanford Chart 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?

Prescription renewals are used if you no longer have any refills remaining. Renewals can be requested through the My Sanford Chart "Request Prescription 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 information 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. 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, proxy access for the parents expires. Proxy access for adults expires after 5 years. Adult My Sanford Chart 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. Return to Top

I once had access to another adult's My Sanford Chart information and now I do not. What happened?

Patients may at any time revoke proxy access to their My Sanford Chart information. Access to another adult's My Sanford Chart information expires after five years. If you want to regain access, the adult listed on the My Sanford Chart 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, email or change my password)?

Log into My Sanford Chart, 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 email 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 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 South Dakota or Minnesota 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. Return to Top

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 or South Dakota. Return to top

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

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

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

  • Head lice
  • Insect bite
  • Pink eye

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. Return to top

Who will provide my e-visit care?

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

When can I submit an e-visit?

You can request an e-visit at anytime. Return to top

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

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. Return to top

How much does an e-visit cost?

An e-visit costs $40. This fee will be preauthorized with the credit card you provide. If the visit isnít 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. Return to top

How do I pay for this e-visit?

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

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. Return to top

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. Return to top

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. Return to top

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. 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 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/her My Sanford Chart account. To request proxy access to a family member click here. 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?

If your video visit is for an acute care need, you will see a Sanford Health Acute Care provider. If your video visit is scheduled for a specialty, you will see the the provider appropriate for your visit. Return to Top

When are Video Visit providers available to see me?

Acute Care Video Visits are offered 24 hours a day, 7 days a week. Holiday hours may be available. If your video visit is scheduled with a specialty, hours will vary. Return to Top

How much does a Video Visit cost?

The cost of a Video Visit is $49. 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 the most recent version of Adobe Flash Media. Return to Top

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 Android and Apple devices. Return to Top

What if canít 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

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 http://www.annals.org/article.aspx?articleid=1363511. Return to Top

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

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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/. Return to Top

How can I access my notes online?

  • Log in to My Sanford Chart
  • Click on the "Visits" tab
  • Under "Visit History", select "Visit Summaries"
  • 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"

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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 available via the My Sanford Chart app at this time
  • Notes will not be available for visits completed prior to May 22, 2016

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

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. Return to Top

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 http://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? Return to Top

Many online resources can help you better understand your medical problem or terms used in the note. If you have a question, you can:

  • 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

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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. Return to Top

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. Return to Top

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 e-mail 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. Return to Top

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

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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 on page 1 under "How can I access my notes online." No alerts or emails will be sent for new notes. Return to Top

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. Return to Top

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. Return to Top

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. Return to Top