MyMercy Frequently Asked Questions

 

Signing Up for MyMercy

What is MyMercy?

MyMercy is an online service that allows you to connect with your Mercy Clinic care team and your health information…online, anytime. Using your internet enabled device, you can sign in to MyMercy to see your test results, medications and your care team’s summary of your current health concerns and conditions. You can also e-mail your care team, schedule appointments and renew 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 specialists in Fort Scott, KS; Springfield, St. Louis, Washington and Joplin MO; Fort Smith and Rogers, Arkansas; and Oklahoma City and Ardmore, OK.

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Is there a fee to use MyMercy?

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

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What are the computer requirements to use MyMercy?

You will need an internet enabled device with a modern browser, such as Internet Explorer, Safari, Chrome 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 you already have a Mercy Clinic Care Team, then register online or talk to a Mercy Clinic staff member.

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Who can have a MyMercy account?

If you are a parent or legal guardian of a Mercy patient under the age of 18 and already have a Mercy Clinic Care Team, then register online; otherwise, talk to your child’s Mercy Care Team to obtain an access code.

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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 child’s health records. If matching information is not found, contact MyMercy customer service at 1-888-98-MERCY or 1-888-986-3729 for help.

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

Contact your Mercy Clinic Care Team staff during normal office hours.

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

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

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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. Incorrect or updated information can be reported through MyMercy for your care team to review and add to your electronic health record.

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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, medications they're prescribing 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. Put the power of MyMercy in the palm of your hand with a free app for your smartphone or tablet. Visit the Apple App Store or Google Play.

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Requesting and Scheduling Appointments Online

How do I request/schedule an appointment online?

After logging into your MyMercy account, click the Schedule an Appointment option from the home page or 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 walks you through scheduling an appointment with your primary care doctor. If you want to search for other dates and times, select the Request an Appointment option in the navigation bar. 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 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 can I see details of previous appointments?

After you log into your MyMercy account, point to the Appointments option in the navigation bar and click on Appointment Details 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 Your 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, 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.

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Requesting a Prescription Renewal 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 team to renew your prescription through MyMercy. Log into your MyMercy account, point to the My Medical Record option in the navigation bar, click on Medications option in the drop-down menu, select Request a Renewal and complete 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 Settings option in the navigation bar, click on the Account Access? option in the drop-down menu, and then look for and click on the Grant 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 Settings option in the navigation bar, clicking on the Account Access option in the drop-down menu, and then looking for and clicking on the Grant 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 will need to have a MyMercy account that you can log into that will link to the child’s account.

If you already have a MyMercy account, you can set up your child’s account by obtaining an Access Code from your Mercy Care Team, log in to your own account, point to the Settings option in the navigation bar, click the Account Access option in the drop-down menu and click Add Dependent option. MyMercy will walk you through the steps to gain access to set up your child’s MyMercy account.

If you do not already have a MyMercy account, you will need to set up an account for yourself first. If you already have a Mercy Clinic Care Team, then visit www.mymercy.net/#/registration or talk to a Mercy Clinic staff member. Once you have set up your own access, log in to your account, point to the Settings option in the navigation bar, click the Account Access option in the drop-down menu and click Add Dependent option. MyMercy will walk you through the steps to gain access to set up your child’s MyMercy account.

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How can I view my child’s health records?

Once you have access to your child’s account, you can log into your account, click on the colorful Welcome ribbon where your name appears and select your dependent’s name. A Proxy Disclaimer will appear to let you know you are switching to someone else’s account. Once you click Accept Proxy Access Disclaimer, you’ll be navigating within your child’s account.

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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 contact your child’s Mercy Care Team to create request a MyMercy access code for yourself and your child.

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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 the 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 Need Help Signing In? link on the sign-in page and select Forgot User ID. You will be asked for the name and e-mail address you used to establish your MyMercy account, 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 Need Help Signing In? link on the sign-in page and select Forgot Password? ? on the support 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 Settings option in the navigation bar, click on Demographics in the drop-down menu, and choose the information that you need to update.

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