What if I already use the MyChart app for New Hanover? If you already have the MyChart app downloaded on your device, you can follow these steps to add Novant Health MyChart.
If you already have the MyChart app downloaded on your device, you can use this QR code to login to your Novant Health MyChart.
Will proxy access stay the same? Yes, if you have a proxy access it will stay the same in the Novant Health MyChart system.
Will my New Hanover MyChart information cross over to Novant Health MyChart? Yes, most of your data will be available in your Novant Health MyChart account.
Will I be able to request my medication refills in the Novant Health MyChart? Your medication will need to be ordered in the Novant Health system before you will be able a refill through MyChart.
NHRMC MyChart offers patients personalized and secure online access to portions of their electronic health record (EHR) at no cost. It enables you to securely use the internet to help manage and receive information about your health online. You must be 12 years or older and be a patient of a provider using the NHRMC EHR or be a patient at any NHRMC hospital or emergency department or at Pender Memorial Hospital. You need access to a computer connected to the Internet and an up-to-date browser (such as Google Chrome). Once you activate your MyChart account you will be able to also download the MyChart app to your mobile phone. To ensure you can access the MyChart mobile application, the minimum Mobile IOS required is 9.3 or higher.
No. Though we strongly encourage you to sign up for NHRMC MyChart, a NHRMC MyChart account will be offered and you may decline. We respect your personal preference and we do not require anyone to use NHRMC MyChart.
How is MyChart secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyChart messaging is done while you are securely logged in to our website or mobile app.
You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email or text message to log in to MyChart, in addition to using your username and password. For more information, check out our helpful video on two-step verification.
Enrollment Questions
- Clinic staff might sign you up directly while you're at the front desk or in the exam room.
- You might receive a MyChart activation code on your After Visit Summary or on a billing statement.
- You might receive a text message or email with an activation code when you come in for a visit.
- You might be able to use self-signup online to create a MyChart account by matching your information against what is on file in your medical record or with third-party identity verification.
With MyChart, you can view most test results as soon as they become available. Know that you will likely see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyChart.
Yes, you can. MyChart proxy access allows you to access the medical records of your family members and others you care for, with their permission. You must be at least 18 years old to have proxy access to another person’s medical record.
You might also want to grant a family member or friend access to your medical records when you need assistance managing your appointments and other medical needs. To give someone access to your medical record, grant access via a proxy invite through the Friends and Family Access page in MyChart.
If you're having trouble logging in, click the “Forgot Username?” or “Forgot Password?” link below the login fields for assistance. You will go through two-step verification to verify your identity so you can recover your username or password. You can also contact our MyChart Patient Support Line at (910) 667-0667 to request assistance.
- Allergies
- Care team
- Health issues
- Medications
- Messages
- Test results
- Visits
To view this information, you must link your account. Check out our video tutorial on how to do this.
Return to Top
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
If you received your activation code during a visit to your provider's office, contact your provider's office and after your information is verified, a new code will be sent via e-mail.
If you received your activation code during a NHRMC hospital stay or emergency department visit, please contact the NHRMC HIM department at 910-667-5209.
Return to Top
My activation code does not work, what should I do?
For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, please call our NHRMC MyChart support desk at 910-667-0667 and they can assist you with activating your account.
Return to Top
How do I choose my personal NHRMC MyChart username and password?
The instructions come with your NHRMC MyChart activation code and direct you to the NHRMC MyChart homepage. Once your activation code is entered, you will be prompted to create a login username and password. This is the username you will use every time you log into NHRMC MyChart. Choose a username and password that are unique to you and easy for you to remember. Avoid using a username or password that is easy for others to guess, such as your first or last name.
- Usernames must be between 6 and 18 characters long. Only letters or numbers are allowed and cannot contain any spaces.
- Your password MUST be between 8 and 20 characters long and MUST include at least one number AND one letter.
- The use of certain special characters such as an ampersand, hyphen, period, and underscore is permitted and encouraged to strengthen your password.
- The password IS case sensitive. If an uppercase letter is used anywhere in the password it will always need to be uppercase or your login will fail.
- Remember to enter an e-mail address so NHRMC MyChart can notify you when you have new information to view.
Return to Top
What if I forget my NHRMC MyChart username?
Your NHRMC MyChart username can be emailed to you by clicking on the Forgot NHRMC MyChart Username link on the login page of NHRMC MyChart. Follow the instructions; correctly answer the security questions, and an email with your NHRMC MyChart username will be sent to you. If you need further assistance, please contact the NHRMC MyChart Support Desk at 910-667-0667.
Return to Top
What if I forget my password?
If you forget your password, you can set up a new one by clicking on the Forgot Password Link on the login page of NHRMC MyChart. Follow the instructions & correctly answer your password reset question to reset your password. If you need further assistance in resetting your password, please contact the NHRMC MyChart Support Desk at 910-667-0667.
Return to Top
What if I already have the MyChart App?
If you have been seen at another Epic organization and have an active MyChart account for that organization and downloaded the MyChart app you are able to add NHRMC to your providers and can then utilize the app for NHRMC MyChart as well. You will have separate logins for each organization. To add a NHRMC MyChart access, go to the MyChart App login screen and click "My Organization in the top left corner. Then click "Add Organization" and scroll through the list of organizations until you come to "New Hanover Regional Medical Center" and select it. Then you will be able to tap "New Hanover Regional Medical Center to login to NHRMC MyChart.
Return to Top
I am a patient of Pender Memorial Hospital. Why am I using NHRMC MyChart?
Beginning May 5, 2015, Pender Memorial Hospital began using NHRMC Connect, the electronic health record utilized at New Hanover Regional Medical Center and its affiliate practices. This means that the patients will have a common record when being treated at any of these locations, reducing gaps in continuity of care. As a product of this, patients seen at these locations will utilize one NHRMC MyChart account with data from any of these organizations feeding that account.
Return to Top
Can I email my healthcare provider through NHRMC MyChart?
The message feature is for NON-URGENT messages only. For medical emergencies, dial 911. NHRMC MyChart allows secure messaging to a member of your clinic’s healthcare team. Any provider who you see at one of the NHRMC Ambulatory Clinics, who use the NHRMC Epic electronic health record (with the exception of Nurse Practitioners and Physician's Assistants) may be selected from a drop-down menu if you have seen that provider within the last fourteen months and they were utilizing Epic at that visit. You will NOT be able to send messages to your hospital or emergency department care teams, unless the provider that cared for you in the hospital is also a provider you see in a clinic that utilizes the NHRMC Epic electronic health record.
Return to Top
What clinics utilize the NHRMC Epic electronic health record?
All NHRMC Hospitals, NHRMC Urgent Cares, NHRMC Physician Group Practices and NHRMC Specialists Practices utilize the NHRMC Epic electronic health record and provide NHRMC MyChart access to patients.
Return to Top
If I send a message to my provider or nurse, when can I expect a reply?
You will generally receive an answer within 1-3 business days. Please note that NHRMC MyChart 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
How will I know when new information is available in NHRMC MyChart?
As new medical information becomes available in your NHRMC MyChart account, a notification will be sent to your email address or to your mobile phone if enabled, directing you to log into your secure NHRMC MyChart account for viewing.
Return to Top
When can I see my information in NHRMC MyChart?
Medical information from NHRMC hospital stays and emergency department visits will begin to show up in your NHRMC MyChart account after discharge. Medical information from clinic visits will begin to show up in NHRMC MyChart after your visit. This does not reflect test results. Please see the “Why are my results in NHRMC MyChart for tests done on the same day showing up in my NHRMC MyChart account at different times” section below.
Return to Top
Will my clinic provider contact me through NHRMC MyChart?
When your provider releases medical information into your NHRMC MyChart account, a message may be included to help you better understand the significance of the information you receive. If you have sent your provider a message through NHRMC MyChart, your healthcare team may reply with a message sent to you through your NHRMC MyChart account. Return to Top
How do I see my test results in NHRMC MyChart and whom do I call if I have questions about test results I see?
On the MyChart home page, click on View test results. If the tests were done during an office visit, please contact your provider's office with questions. For hospital stays or emergency department visits, please follow-up with your primary care provider or specialist involved in your hospital stay who also provides care to you in a clinic, such as an orthopedic or cardiac surgeon. Be sure to click on “Show Hospital Results” if tests were done at one of the NHRMC Hospitals.
Return to Top
Why are my results in NHRMC MyChart for tests done on the same day showing up in my NHRMC MyChart account at different times?
NHRMC believes you have the right to see your information as soon as it is available, so test results are released to your NHRMC MyChart account as soon as they are finalized. Some tests take longer to complete than others, so the results may not be ready to be released at the same time, even if they were ordered by your doctor on the same day.
Why are certain test results not shared electronically via NHRMC MyChart?
NHRMC releases all of your test results to your NHRMC MyChart account as soon as they are finalized, with very few exceptions. If you do not have a test or lab result in your NHRMC MyChart account, this may mean:
- The test or lab is not completed yet
- You have requested that your provider not release a specific lab or test result electronically
- Was not completed at a New Hanover Regional facility
If you have questions about your lab or test results, please reach out to your care team in a MyChart message.
Return to Top
Upload My Advanced Directives:
Click on the End-of-Life Planning section under the Health Icon. Advanced Directive documents can be uploaded by clicking on Upload a File. You can also keep your PCP informed by letting your doctors know what your wishes are so they can provide the best care for you.
You can also upload your document by clicking on Ask a Question, then New Medical Question. Choose your PCP as the Recipient, then choose Advanced Directive and Living Will as the subject. Add text then click on “Attach an Image”. Attach your Advanced Directive document.
Return to Top
If some of my health information on NHRMC MyChart is not correct, what should I do?
To formally request a correction or amendment of your medical record, please call our medical record amendment representative, Margarette McCartney to begin the process. We cannot accept an electronic request. Her contact information is listed below:
Margarette McCartneyHealth Information Management
910-667-7109
If you do not want to share this information with NHRMC, click the link that says, "Who can my healthcare providers see?" and click the "Don't Share" button.
Can I access my NHRMC MyChart account while out of the country?
NHRMC and NHRMC Physician Group recognize that patients living or traveling abroad may need to access their health information. To ensure the highest level of security for your information, our Information Services team has approved certain international connections for patients traveling or living in any of the following countries:
- U.S. (includes all territories)
- Canada
- Ireland
- UK
- Netherlands
- Denmark
- Germany
- Australia
- Israel
- New Zealand
If you are planning to travel to a country other than those listed above and expect to need access to your health information while you are there, please call the Customer Service line at (910) 667-7090.
Return to Top
Can I view a family member's health record in NHRMC MyChart?
Parents or legal guardians of minor children can gain access to their accounts through proxy activation. This allows a parent (or guardian) to log into their personal NHRMC MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service. Parents (or guardians) of children ages 0-11 can receive full activation to the NHRMC MyChart record. At ages 12-17 the information is limited to immunizations and upcoming appointments. Proxy Forms can be found at the bottom of the MyChart Login Page.
Return to Top
Can I give others access to my NHRMC MyChart account OR get access to a loved one’s NHRMC MyChart account for whom I am responsible?
Proxy Access (access to another person’s medical information) may be requested by parents or legal guardians of children ages 0-11, and by adult children or legal guardians of adults. If you are an adult (18 years and older), you may request another person as proxy for your medical records.
For adult patients:
The forms for proxy activation must be completed, signed, and accompanied by photo identification for both the patient and the person designated as proxy. The proxy must provide proof of guardianship or medical power of attorney. If the adult patient is unable to sign legal documents and does not have a legal guardian or active medical power of attorney, proxy access cannot be assigned. Adult Proxy will automatically expire in one year and must be renewed by following the same process.
For pediatric patients:
The forms for proxy activation must be completed, signed, and accompanied by photo identification. If the proxy requestor is not the birth or adoptive parent of the child, legal paperwork proving he/she is the legally recognized caregiver for the child is required.
Proxy forms can be sent to:
New Hanover Regional Medical Center
HIM Department
Attn: NHRMC MyChart Proxy Access
PO Box 2400
Wilmington, NC 28402
Fax number: 910-815-5675
Return to Top
Can I ask questions regarding a family member from my NHRMC MyChart account?
Asking questions about a family member's health from your account is not advised. NHRMC MyChart 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 NHRMC MyChart account?
No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own NHRMC MyChart account.
Return to Top
Can my teen (between the ages of 12-17) have access to MyChart?
NHRMC is happy to provide 12 to 17-year-old patients with his or her own MyChart Account. Data suggests that teens who have confidential access to their own health information are more engaged in their health and have better health outcomes.
An additional benefit of a 12 to 17-year-old having his or her own MyChart Account is that they will have access to information like their medication list, a list of upcoming appointments, and online appointment reminders. Patients between the ages 12 to 17 who are approved to activate a MyChart Account may access features including, but not limited to:
- Allergy information
- The ability to book, cancel and view appointments
- Current health issues
- Health trends
- Hospital admission information
- Immunization information
- Letters from internal and external clinicians regarding their care
- The ability to send and receive messages with some NHRMC providers if the adolescent (12-17) has had a visit with in the last 14 months.
- Medical history information
- Medication information
- MyChart Account information, including account preferences and settings
- Preventative care information
- Lab and imaging test results
To respect the spirit of NC law, and to preserve the confidentiality and improve the health of our teen patients, our goal is to make sure we deliver the activation code for this account directly to your teen. To do so, the teen must be able to provide a valid email address to receive their activation code.
Return to Top
Where can I update my personal information (e.g., home address, email or change my password)?
Log into NHRMC MyChart. Hover over the Profile Icon, then click on Personal Information and click edit under the section you would like to update. Please allow 24 hours for the information to be updated in the legal medical record.
Return to Top
What billing information can I see in NHRMC MyChart?
New Hanover Regional Medical Center hospital billing information and Primary Care billing are available through NHRMC MyChart. The system also allows you to pay your hospital or primary care bill online with a credit card.
Return to Top
Can I Pay as a guest on an account?
The Pay as Guest feature, allows all guarantors to pay off balances online, even if you do not have a MyChart login. Instead of entering a username and password to pay online, you can login in as a guest user by entering your last name and your guarantor ID that is included on your statement.
Return to Top
What is the benefit to signing up for MyChartCentral and Lucy?
- Access all your MyChart accounts and Lucy with a single username and password.
- View the medical information from your MyChart accounts combined into one personal health record.
- Upload medical documents into your personal heath record.
- Add personal notes about your health information.
- Download and store the most recent copy of your MyChart medical record from any linked organization.
- Save your health record to a thumb drive and take it with you wherever you go.
- MyChartCentral and Lucy for your loved ones who have been added to your personal MyChart accounts.
Return to Top
What is the difference between MyChartCentral and Lucy?
- MyChartCentral is a secure portal that enables you to individually access your NHRMC MyChart account and your MyChart accounts from other healthcare organizations.
- Lucy is a personal health record tool that combines and organizes your medical information from allof your individual MyChart accounts into one space. This unique tool also enables you to upload medical documents and add new health data for your personal use.
- Using a single username and password, MyChartCentral allows easy access to all of your individual, active MyChart accounts and your Lucy personal health record tool.
Return to Top
Is my health information in MyChartCentral and Lucy secure?
Yes. Like your MyChart account, MyChartCentral and Lucy are password-protected and delivered via an encrypted connection to keep your health information safe from unauthorized users.
Return to Top
How do I sign up for MyChartCentral and Lucy?
Log in to your NHRMC MyChart account, click Manage My Health Info on the left-hand menu, and click MyChart Central/Lucy. Follow the instructions to sign up. Review step-by-step instructions found within the Help section of the MyChartCentral and Lucy page within MyChart.
Return to Top
How do I access MyChartCentral and Lucy?
After signing up, you can access MyChartCentral and Lucy by visiting http://www.mychartcentral.com [mychartcentral.com] or by going to the HEALTH icon then click on Lucy.
Return to Top
Do all healthcare organizations offer MyChartCentral and Lucy?
MyChart, MyChartCentral, and Lucy are not available for all organizations. Once you have activated your MyChartCentral account and have logged in, click Add a New Healthcare Organization. You will be able to scroll through the list of available organizations and add the MyChart accounts for all the places where you receive care.
Return to Top
Why isn’t my health information the same at all my healthcare organizations?
The information that each of your healthcare organizations knows about you might be different, depending on the type of care they give you and when you were last seen. You can help keep everyone up to date by organizing your records in Lucy and discussing this information with your providers at your appointments.
Return to Top
Does Lucy provide me with my entire medical record from each participating organization?
No. Lucy organizes the health information available within your MyChart accounts into one personal health record.
Return to Top
What if I don’t have multiple MyChart accounts?
Even if you have only one MyChart account, you can still use Lucy as your personal health record. MyChartCentral can provide access to your one MyChart account and Lucy with a single username and password.
Return to Top
Can I view my loved ones' charts in MyChartCentral?
Yes, MyChartCentral and Lucy let you see the health information for the same loved ones you have added to your NHRMC MyChart account. Go to the section Can I give others access to my NHRMC MyChart account or get access to a loved one's NHRMC MyChart account for whom I am responsible?
Return to Top
Can my NHRMC providers see the information I add to Lucy?
Yes. This information will become available to your healthcare team at NHRMC within your electronic medical record. Your healthcare team will then be able to discuss these changes with you before making any updates, if necessary, to your electronic medical record at your next appointment.
Please note that this tool is intended for communicating new information to your health care team. To formally request a correction or “amendment” of your medical record, please call our medical record amendment representative, Margarette McCartney to begin the process. We cannot accept an electronic request. Her contact information is listed below.
Margarette McCartney
Health Information Management
910-667-7109
If you do not want to share this information with NHRMC, click the link that says, "Who can my healthcare providers see?" and click the "Don't Share" button.
Return to Top
Can I share my medical information from other organizations with NHRMC using MyChartCentral or Lucy?
Yes. This information will become available to all your healthcare organizations that are currently using Lucy and are enabled for document sharing. If you do not want to share this information with your healthcare organizations, click the link that says, "Who can my healthcare providers see?" and click the "Don't Share" button next to each organization.
Return to Top
How do I download a copy of my medical record through Lucy?
To download a copy of your MyChart medical information, click Get a Copy of My Chart for the selected organization. Click the Patient Health Summary link to view the document.
Return to Top
How do I add medical information to Lucy?
To add new health information, click Edit My Personal Health Record. Click the button for the area you wish to edit (for example, Add a New Medication). Complete the details as required, and click Save.
Return to Top
How do I upload medical documents to Lucy?
To add a medical document from your computer, click Add a Document from My Computer.
- Click Choose Files to access your computer files.
- Select the document and click Open.
- Click Next.
- Click Save, then Next.
- Click either Share All preference to make these documents available to your healthcare organizations.
- Click on the document link to view the file.
Please note that this information will not be shared with your NHRMC providers.
Return to Top
How can I get help with MyChartCentral or Lucy?
While you are logged into MyChartCentral or Lucy or from the MyChartCentral log in page, click the Request Help hyperlink at the bottom of the screen. After you submit the form, your request goes directly to EPIC, Inc. and you will receive an email response within two business days.
Return to Top
How is NHRMC MyChart secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, NHRMC MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with NHRMC MyChart. Unlike conventional e-mail, all NHRMC MyChart messaging is done while you are securely logged on to our website.
Return to Top
What is your Privacy Policy?
NHRMC MyChart is owned and operated by NHRMC 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 and will never be sold or leased by NHRMC MyChart. Please review our complete privacy policy for more information.
Return to Top
I was logged out of NHRMC MyChart, what happened?
We aim to protect your privacy and security of your information. While logged into NHRMC MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of NHRMC MyChart. We recommend that you log out of your NHRMC MyChart session if you need to leave your computer for even a short period of time.
Return to Top
Can I import health information from my health record into a third-party application?
Yes, you can share information with a third-party application if you have a patient portal account. Your patient portal user name and password would be the authentication used by the application to access and import your health information.
Is there an app you recommend that would work with the patient portal?
No. New Hanover Regional Medical Center does not endorse any third-party applications or vendors.
How do I connect my third-party app if I do not see it listed as an available option?
Connecting a third-party app begins in that app (refer to the instructions from that third-party app to initiate the connection). When the third-party app requests authorization to your chart, your will be redirected to the NHRMC MyChart login page, to login and to confirm your identity. You will then be taken to the authorization page, where information about the third-party app is provided with a list of permissions requested by the app. You can choose to authorize or deny the app's request to access your MyChart data. Epic requires the third-party app to answer questions about how patient data will be used. The authorization page then includes this additional information provided by the third-party app developer to help you make an informed decision about whether to share your data with the app. If a third-party app developer has not provided this information, you will see a warning message that recommending you deny access to your MyChart account.
I am a third-party application developer, how can I connect to NHRMC MyChart to enable this functionality for patients who use our app?
The third-party app must have a client ID assigned from open.epic.com before it can request authorization. Please refer to the Epic App Orchard [apporchard.epic.com] for details on Epic and MyChart APIs.
Return to Top
