MyMercy FAQ Topics
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 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.
Where is MyMercy available?
- MyMercy currently is available to Mercy patients all the communities we serve.
Is there a fee to use MyMercy?
- No. MyMercy is a free online service offered to our patients.
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 or a smart phone.
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, mailing address, e-mail address, your date of birth, gender and 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.
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.
- Or schedule an appointment online and we will help you create an account with your confirmation.
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.
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 the clinic of your child to set up the account and create your access if you don't already have a MyMercy 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.
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.
Do I need a Mercy primary care physician to sign up for MyMercy?
- No. Currently, MyMercy access is available to any Mercy patient cared for in any of our communities..
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.
- 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.
What kind of health 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).
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, can help you be a more active partner in maintaining and improving your health.
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.
Can I use MyMercy with my specialty doctors?
- Yes. You will be able to see the 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.
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.
Requesting and Scheduling Appointments Online
How do I request/schedule an appointment online?
- After logging into your MyMercy account > click 'Schedule an Appointment' from the home page or point to the 'Appointments' option in the navigation bar > click '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 'Request an Appointment' 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.'
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.
How can I see the details of previous appointments?
- After you log into your MyMercy account > point to 'Appointments' in the navigation bar > 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.
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.
How quickly can I expect a response?
- You can expect a response within two business days.
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.
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.
Receiving and Viewing Test Results Online
What test results are shown on MyMercy?
- The most recent value of a result is shown on the ‘Test Results’ page.
- The date, test, ordered by, and status of the result are shown.
- Some results may take hours to process, while others may take days or weeks to process.
- A result of 'Available on' means that the results will be available on MyMercy soon, but are not yet shown due to Mercy policy. This policy determines the length of time before a result is displayed in MyMercy (regardless of the value of the result). Many routing test results are available immediately, and many are available after a few days.
Which results are available, and when?
- Most results are available online to view and print using MyMercy. On rare occasions posting of test results will be delayed due to technical reasons.
- The Mercy Specialty Councils, based on recommendations from clinical and operational leaders, approve each result shown on MyMercy.
Why are some results not immediately available on MyMercy?
- MyMercy delays releasing some results which may require interpretation or counseling.
- Any result or report that is not shown on MyMercy can be requested through your doctor’s office.
What should I do if I have concerns about a test result?
- Refer to information from your doctor (such as a Results letter or note on MyMercy) that explains the test results.
- Physician test result letters may take several weeks to reach you, especially if some of the results take time to process.
- If you feel that information from your doctor’s office explaining your results is overdue, please contact your doctor or nurse for more information.
- You can use MyMercy to contact your doctor or nurse with your concerns.
What do my results mean?
- Your doctor or nurse is most able to help you to interpret your results.
- Your doctor or nurse usually reviews your results soon after they are available.
- Test results may take several days or weeks to be processed by the laboratory.
What does the standard range for a result mean?
- A result may be ‘in reference’ or ‘out of reference.’
- The standard range for a result is just one of the many tools used to assist in the interpretation of a result. Your doctor, based on your specific medical history and the clinical issues being addressed, best interprets a specific test result.
How will I hear from my doctor about my test results?
- Doctor or nurse interpretations or your results are usually communicated to you by phone, by letter, by MyMercy, or during an office visit.
- It may take a number of days or even weeks for your physician or nurse to review and interpret your results. Please allow at least three weeks before contacting your physician about results.
What if I have questions about the 'Test Results' feature on MyMercy?
- For questions about your results, please contact your doctor’s office.
- For questions about the 'Test Results' feature of MyMercy, please click on the 'Support' link located at the top of the screen to send a question to the MyMercy technical support team.
Why do I receive an email telling me I have new test results, but when I log into MyMercy they is nothing there?
- Results that are done outside of Mercy sometimes have to be scanned into the system, when this happens you will be notified that there is a new test result. However, you cannot see scanned images in MyMercy.
- If you have questions about a specific test result please contact your doctor.
Why am I unable to 'Contact my Doctor' or 'Add/Remove a Doctor'?
- Please contact your doctor’s office.
- Only your doctor’s office can update any clinical information that shows up on MyMercy.
I can’t see my child on my account (Proxy).
- Please contact your doctor’s office.
- Only your doctor’s office will be able to set up the necessary access to see your child’s information on your MyMercy account.
Why do I need multiple accounts for MyMercy?
- Mercy is a large Health System covering a wide geographic area. Because of this and the vast amounts of data that is stored, Mercy has to store its medical record information in different regions (East-St. Louis area, Central-Springfield area, West-Arkansas, Oklahoma, Kansas area). As a result, if you see providers in different regions you will need a MyMercy account for each region.
Why is my balance s different in MyMercy than on the mailed statement?
- The balance that you see in your MyMercy account is up to date and in real-time.
- Statements are only run every 28 days
Why does the 'To Do' area show things that I have already had done?
- Please contact your doctor’s office. The clinic will have to update the information in your Epic chart to make sure it is current.
How do I customize the notifications that I receive?
- Once you are logged into MyMercy go to the 'Settings' > 'Notifications.'
- From there you can choose which notifications you would like to receive.
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 - Grant Access' option.
- MyMercy will walk you through the steps for granting others access to your MyMercy account.
How can I help manage a MyMercy account for a family member, such as a spouse or an 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 > then looking for and clicking on the 'Grant Access' option. MyMercy will walk members through the steps for granting others access to their accounts.
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 and following the steps below.
- Once you have the access code, log into your own account > point to the 'Settings' option in the navigation bar.
- Then click 'Account Access' option in the drop-down menu followed by '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.
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 then 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.
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.
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.
Managing MyMercy Account
I forgot my User ID. What should I do?
- Click 'Need Help Signing In?' link on the sign-in page > then 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.
I forgot my password. What should I do?
- Click 'Need Help Signing In?' link on the sign-in page > then select 'Forgot Password?' on the support page to reset your password online.
- MyMercy will walk you through the steps for resetting your password.
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 > choose the information that you need to update.