MyMercy Frequently Asked Questions

 

Signing Up for MyMercy

What is MyMercy?

MyMercy is a very helpful service that allows you to connect with your Mercy Clinic Care Team and your health information…online, anytime. Using your personal computer or even a smart phone, you can sign in to MyMercy and see your test results, the medications you are taking and your care team’s summary of your current health concerns and conditions. Using MyMercy, you can e-mail your care team, request appointments and request renewal of prescriptions online. It’s free. It’s safe. And it’s convenient…available 24 hours a day.

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Where is MyMercy available?

MyMercy currently is available through Mercy primary care and Specialist doctors in Independence and Fort Scott, KS; Springfield, St. Louis and Washington, MO; Fort Smith and Hot Springs, Arkansas; Northwest Arkansas; and Oklahoma City and Ardmore, OK, and now in Joplin, MO.

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Is there a fee to use MyMercy?

No. MyMercy is a free service offered to our patients.

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What are the computer requirements to use MyMercy?

You will need a computer or smart phone (mobile device with Internet access) that can connect to the Internet and an up-to-date browser, such as Internet Explorer or Firefox.

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What kind of information will I need to sign up?

You will need to provide your full name as your Mercy Care Team knows you, an e-mail address, your date of birth, gender and the last four digits of your Social Security Number. This information is used to make sure you will be connected to the correct medical record at your doctor’s office.

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How do I sign up?

First, you need to be a patient of a Mercy Clinic Care Team (if you are not, click here to find one). If MyMercy is available in your area, you can register online. For assistance, please call 1.888.98.MERCY (1.888.986.3729).

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Who can have a MyMercy account?

All Mercy patients age 18 and over are able to create and sign in directly to their MyMercy accounts. Mercy patients under the age of 18 will need a parent or legal guardian to create his or her own MyMercy account first, and then create a MyMercy child account. Customer service can assist you with this; just call 1.888.98.MERCY (1.888.986.3729).

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What if I don’t have a Mercy Care Team? Can I still have access to my children’s records?

Yes. As long as your child has a Mercy pediatrician, you can create a MyMercy account for yourself and your child. Contact MyMercy customer service at 1.888.98.MERCY or 1.888.986.3729. Or you can sign up online by first creating your account. If the information you enter matches the pediatrician’s records, you will be connected to your children’s health records. If matching information is not found, contact MyMercy customer service at 1.888.98.MERCY or 1.888.986.3729 for assistance.

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Who do I contact if I need help or have further questions about signing up?

Call 1.888.98.MERCY (1.888.986.3729).

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Do I need a Mercy primary care physician to sign up for MyMercy?

No. Currently, MyMercy access is avaliable to those with a Mercy primary care physician or specialist and pediatric physicians in the case of children.

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How secure is MyMercy?

We take great care to make sure your health information is kept private and safe. Access to information is controlled through secure access codes, personal IDs and passwords. You control your password, and your MyMercy information cannot be accessed without that password. MyMercy also uses the latest encryption technology and does not store any personal health information to your computer. Unlike regular e-mail, all MyMercy messaging is done while you are securely logged onto the MyMercy website.

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What is MyMercy’s privacy policy?

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 provided to anyone else. MyMercy complies fully with federal and state laws related to privacy. Read our full privacy policy.

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Using MyMercy

What kind of heath care information will I be able to see on MyMercy?

MyMercy provides you a summary of your health information based on your care team’s entries in Mercy’s electronic health record. You can view your test results, see your appointments (both future and in the recent past), treatments you’ve received such as immunizations, any allergies you may have, and what medications your records show that you are taking (both those your care team has prescribed and any that you have reported to your care team). 

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How will MyMercy help me stay better connected to my Mercy Care Team and my health?

MyMercy provides an easy way to ask your care team basic, non-urgent questions using secure electronic messaging and to receive an answer without repeated calls. Having a convenient summary of your health information, such as when you are due for preventive tests like a mammogram or prostate exam, helps you be a more active partner in maintaining and improving your health.

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

Your MyMercy information comes directly from your electronic health record at your care team's office. Your health information is reviewed and updated in your electronic record each visit, so at that next visit, ask your care team to correct any inaccurate information. Or, if the incorrect information is critical, such as an allergy you have that is not shown, call or send your doctor that information using the MyMercy Message Center feature.

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Can I use MyMercy with my specialty doctors?

Yes. You will be able to see information that Mercy specialty doctors enter in your medical record, such as, if they prescribe medicine for you. You may also see information about your visits with Mercy specialists using the MyMercy Past Appointments feature.

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Can I connect to MyMercy from my mobile phone?

Yes, if your mobile phone can connect to the Internet. Click here for more information.

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Requesting and Scheduling Appointments Online

How do I request/schedule an appointment online?

After logging into your MyMercy account, point to the Appointments option in the navigation bar and click on Schedule an Appointment in the drop-down menu. You will be taken to a page that shows your Primary care doctor’s first available appointment, which you can select and then click Make Appointment. If you want to search for other dates and times, select the Advance Search tab. There you will be able to search for appointment dates and times that more closely meet your needs.

For Specialists, you will follow the same process, but will only be able to request an appointment.

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Can I cancel an appointment online?

Yes. Appointments previously made online that are scheduled to occur in more than 24 hours can be canceled online. However, appointments that will occur in less than 24 hours cannot be canceled online. Please contact your care team's office directly to cancel and/or change these appointments.

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 How do I access details of previous appointments?

After you log into your MyMercy account, point to the Appointments option in the navigation bar and click on Past Appointments in the drop-down menu. MyMercy will display a list of previous appointments by date. By clicking on each date, you will see a general summary of that appointment, including the reason for the visit, your vital signs at the time of the visit and any follow-up instructions.

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Sending E-mails to My Care Team

What kind of messages can I send my care team?

In the case of an emergency, do not use MyMercy to contact your care team. Please contact your care team directly by telephone or call 911.

You can send messages to your care team about non-urgent issues, such as information about your medications or test results or follow up questions from a recent visit.

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How quickly can I expect a response?

You can expect a response within two business days or sooner.

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Requesting a Renewal of Prescriptions Online

How can I renew a prescription?

If you have refills remaining, just contact your pharmacy and request a refill. However, if you have no refills remaining, you can ask your care tean to renew your prescription through MyMercy. Log into your MyMercy account, point to the Prescriptions option in the navigation bar, click on Renew Your Prescriptions option in the drop-down menu, and fill in the requested information.

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What’s the difference between a renewal and a refill?

A prescription renewal is needed only when you have no more refills remaining on a prescription. A refill means that your care team has authorized you to receive a new supply of your drug for a given amount of time and a limited number of re-orders. If your care team has either told the pharmacy “no refills” or if your limited number of refills has expired, you can use MyMercy to request a renewal from your doctor.

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Receiving and Viewing Test Results Online

How quickly will I receive test results?

Test results are released to your MyMercy account after your doctor has reviewed them. This is generally within three to 14 days.

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Why are certain test results not available via MyMercy?

Your care team decides which test results you can access through MyMercy and which ones may need more explanation. Some results are better provided to you personally.

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What if I have questions about test results I have received online?

Please feel free to contact your care team by telephone or through the MyMercy Message Center with your questions.

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Using MyMercy for My Family

Can my spouse and I share one MyMercy account?

No. Each person needs to have his or her own MyMercy account, just like each person has his or her own medical record. However, you can grant another person, such as a spouse or family member, the ability to access your account. This is called “proxy access.” To grant proxy access, log into your MyMercy account, point to the Account Info option in the navigation bar, click on the Preferences option in the drop-down menu, and then look for and click on the Add/Change Account Access option. MyMercy will walk you through the steps for granting others access to your MyMercy account.

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How can I help manage a MyMercy account for a family member, such as a spouse or aging parent?

Connecting your MyMercy account to another account such as a family member is called “proxy access.” Your family members must grant you access to their MyMercy accounts, if they choose. They can do this by logging in to MyMercy, pointing to the Account Info option in the navigation bar, clicking on the Preferences option in the drop-down menu, and then looking for and clicking on the Add/Change Account Access option. MyMercy will walk members through the steps for granting others access to their accounts.

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How can I get proxy access to my children’s health records?

If your child is under 18 years of age, you can create a MyMercy child account for your child and you will automatically have proxy access. After this is done, you can log into your MyMercy account, point to the ACT FOR: tab at the top of the MyMercy screen, point to and click on the name of the child for whom you want to view health information. If your child is over 18 years of age, your child will need to create his or her own MyMercy account and grant you proxy access.

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How can I view my children’s health records?

Once proxy access has been established, log into your MyMercy account, point to the ACT FOR: tab at the top of the MyMercy screen, point to and click on the name of the child for whom you want to view health information.

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If I don’t have a Mercy Care Team, can I still have access to my children’s records?

Yes. As long as your child has a Mercy pediatrician, you can create a MyMercy account for yourself and your child. Please log into MyMercy and create your account. If the information you enter is found on record, your account will be created and you will be connected to your children’s health records. If your information is not found on record, you will be directed to contact MyMercy customer service at 1.888.98.MERCY or 1.888.986.3729 for further assistance.

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

We do not recommend doing that because MyMercy saves messages to your personal health record. Therefore, any communication about another individual's information would be recorded in your health record. If information does not appear in the correct health record, it could potentially jeopardize medical care for both you and the family member you asked about.

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Managing MyMercy Account

I forgot my User ID. What should I do?

Click the Forget Your User ID? link on the sign-in page. You will be asked for the name and e-mail address you used to establish your MyMercy account, and if you are able to provide this, your User ID will be sent to your designated e-mail.

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I forgot my password. What should I do?

Click the Forget Your Password? link on the sign-in page to reset your password online. MyMercy will walk you through the steps for resetting your password.

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Where can I update my personal information, such as home address or e-mail?

Log into MyMercy, point to the Account Info option in the navigation bar, click on Preferences in the drop-down menu, and choose the information that you need to update.

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