FAQs

Frequently Asked Questions

About Your UH Personal Health Record

Creating Your UH Personal Health Record Account

Viewing My Health Information

Using Your UH Personal Health Record

Requesting an Appointment

Requesting Medication Refills

Parent/Guardian Access

About Your UH Personal Health Record

Back to Contents

What is MyUHCare?

MyUHCare is a Web-based resource designed by University Hospitals to help you manage your personal health and health care. Some of the actions you can take through the MyUHCare website include:

  • Review your health record online in a private, secure setting;
  • Request appointments, appointment changes and prescription refills;
  • View and pay your UH bills;
  • Send a secure health message to your physician’s office;
  • View X-ray, MRI, CT and other imaging and lab test results.
What is my UH Personal Health Record?
Your UH Personal Health Record (PHR) is a tool you can use to collect, track and share information about your health or the health of someone in your care. Your PHR is separate from your UH medical record. Your UH PHR is an online location where you can store important health information like medications, allergies, past medical history and lab and radiology results. It contains selected, limited medical information from the UH medical record, but it does not include the complete contents of the medical record. Your UH PHR includes information that you enter into it and information copied from the UH medical record.
What is FollowMyHealth?
FollowMyHealth (FMH) is the technology that allows you to access and use your UH Personal Health Record (PHR). Many hospitals and health systems around the country use FMH technology to provide their patients with access to their health information. You will see the FMH logo on the screen when you log into your PHR. When you set up your PHR, you grant UH permission to share parts of your medical record with FMH to use in your PHR.
Is my UH Personal Health Record secure?
Yes, UH sends information to your UH Personal Health Record (PHR) securely. Federal and state privacy laws and regulations apply to your PHR, but you are responsible for maintaining the confidentiality of your PHR and the information it contains. You can do this by making sure your password is secure and confidential and limiting the people who have access to your information.
Who owns the information in my UH Personal Health Record?
You own the information in your UH Personal Health Record (PHR). Your PHR contains health information that you enter and information that is copied into it from the UH medical record. If you request a connection with other medical facilities that also use FMH, your PHR will also contain information copied from the electronic medical records at those facilities. Your PHR is separate from your medical record. If you wish, you can share your PHR and the health information it contains with your health care providers and caretakers to help manage your health.

Creating Your UH Personal Health Record Account

Back to Contents

How do I create my UH Personal Health Record account?
All UH Patients
  1. Go to any UH physician’s office or UH Cleveland, Ahuja, Bedford, Conneaut, Geauga, Geneva or Richmond medical centers and bring a photo ID.
  2. A staff member in the physician’s office or at the hospital’s information desk will ask for your full name, date of birth, email address and last four digits of your Social Security number.
  3. Within two business days, you will receive an email invitation from FollowMyHealth™ (noreply@followmyhealth.com) to set up your UH Personal Health Record account. If you don’t get an invite in two business days:
    • Check the Spam (or Junk) folder in your email account for the FollowMyHealth™ email.
    • If the invitation is not in your Spam (or Junk) folder, contact Customer Service at 888-670-9775 or , 8 a.m. – 8 p.m., Monday – Friday.

    The email invitation will expire 60 days after it is sent to you. This is to keep your information secure because your PHR contains sensitive information.

  4. Open the email invitation and select Create an Account.
  5. Select a login method for your PHR:
    • Click on the green FMH Secure Login icon to create a username and password specifically for your PHR;

    OR

    • Log in with an existing username and password from a Facebook, Google, Yahoo or Microsoft Windows Live account. The information in your PHR will not be shared with these websites.
  6. Follow the steps on the screen to complete your registration. When asked for an invite code, use your four-digit birth year.

UH Employees

  1. While logged in to the UH network, visit intranet.uhhospitals.org/MyUHCare/default.aspx.
  2. Click the Create My PHR account now! button.
  3. Sign in to the Intranet using your UH network user name and password.
  4. On the next screen, provide your full name, date of birth, email address and the last four digits of your Social Security number.
  5. Your information will be matched with your UH medical record. You will receive an email invitation from FollowMyHealth™ (noreply@followmyhealth.com) to set up your PHR account. If you don’t get an invitation, check the Spam or Junk folder in your email account for the FollowMyHealth™ email. . The email invitation will expire 60 days after it is sent to you. This is to keep your information secure because your PHR contains sensitive information.
  6. Open the email invitation and select Create an account.
  7. Select a login method for your PHR:
    • Click on the green FMH Secure Login icon to create a username and password specifically for your UH Personal Health Record;

    OR

    • Log in with an existing username and password from a Facebook, Google, Yahoo or Microsoft Windows Live account. The information in your UH Personal Health Record will not be shared with these websites.
  8. Follow the steps on the screen to complete your registration. When asked for an invite code, use your four-digit birth year.

If you want to sign up after your invitation has expired, call 888-670-9775 or email . Help is available 8 a.m. – 8 p.m., Monday through Friday.

My spouse and I are both creating a UH Personal Health Record. Should we use one email for both of us?
We recommend using separate emails for every adult in the family who is creating a Personal Health Record (PHR). This will help ensure that each family member receives only his or her results and secure health messages.
I am creating my UH Personal Health Record through the FollowMyHealth™ (FMH) website. What is the difference between UH Hospital Services and UH Physician Services?
You will want to connect to both UH Hospital Services and UH Physician Services so the health information in your UH Personal Health Record (PHR) is as complete as possible. When you connect with UH Hospital Services, your PHR will include available information about your recent hospital stays. When you connect with UH Physician Services, your PHR will include available information from your recent provider(s) office visit(s).
Why is there a social media option to log into my UH Personal Health Record?
The social media login option is there for your convenience so you do not need to create and remember a new username and password for your UH Personal Health Record (PHR) account. The information in your PHR will not be shared with these websites.
Why do you ask for my cell phone number?
You can get notices and alerts from your UH Personal Health Record as email or text messages. Your account will be set up to use your email for alerts and notices. If you want to get text message alerts, you will need to supply your cell phone number. Message and data rates may apply.
How do I load the FollowMyHealth™ (FMH) app on my phone?
You can download the free FollowMyHealth™ mobile app to your iPhone, iPad or Android device. Go to the app store on your device and search for ”FMH”. Download the app to your device and sign in to your UH Personal Health Record account. The app was developed by Allscripts Healthcare Solutions, Inc. and has a green icon and screen. Even though you will not see the red University Hospitals logo within the app, UH has partnered with FollowMyHealth™ to provide this data on your mobile device.
How do I know if my provider participates in the Personal Health Record program?

Not all UH providers participate in the Personal Health Record program. For example, Nurses, Residents and Fellows do not participate in the PHR and you will not see any test results or other information populate into your PHR from these providers.

To determine if your provider is included, follow the steps below.

  1. Go to the UH home page, uhhospitals.org, and click the Find: Doctors button at the top left of the page.
  2. Search for your UH doctor by last name.
  3. Look for the Online Personal Health Record Available note. (See image below.)
  4. This note means you can connect with the physician’s office through your UH Personal Health Record (PHR).
    How do I know if my provider participates in the Personal Health Record program?
My provider offers an online personal health record. Why don’t I have any health information in my UH Personal Health Record?
Your UH Personal Health Record (PHR) includes selected information from your UH medical record about hospital services (a hospital stay or emergency room visit and your related medical care) and physician office visits. The chart shown here explains the medical information that you will see in your PHR from information entered in your UH medical record.
UH Personal Health Record Information From UH Physician Offices and UH Health Centers From a UH Hospital Stay or Emergency Department Visit**
Allergies, medical conditions, medications, immunizations, height, weight, blood pressure All information entered Jan. 1, 2012 and forward All information entered Jan. 1, 2010 and forward
UH lab test results All information entered Oct. 16, 2013 and forward*, except results from UH University Suburban Health Center (Green Road) and sensitive information like HIV/AIDs results All information starting from three months before you created your PHR and forward, except sensitive information like HIV/AIDs results
X-ray, MRI, CT and other scan results All reports (written report only) entered Oct. 16, 2013 forward* All radiology reports (written report only) starting from three months before you created your PHR and forward
Biopsy results All information entered Oct. 16, 2013 forward* All information starting from three months before you created your PHR and forward
Care summary All information starting on the date you created your PHR and forward All information starting on the date you created your PHR and forward

*Outpatient lab and X-ray results will appear in your PHR after your provider has confirmed them. 
**At this time, information from an inpatient stay at a UH behavioral health unit is not available in the PHR.

How do I set up a UH Personal Health Record account for my child or dependent?
UH recognizes the importance of parents and/or legal guardians having access to their child or dependent’s health information. To set up a UH Personal Health Record account for a child or dependent, ask at your provider’s office for a Parent/Guardian Access packet and follow the instructions provided. Please see the Parent/Guardian Access section for more information.
How do I make sure my password is secure?

A secure password is a strong password. Strong passwords have upper-case and lower-case letters, numbers and symbols. Don’t choose numbers that are personal such as your age or birthday. Change your password often and do not give it to others.

Follow these same rules for passwords on Facebook, Google or Yahoo if you plan to link your MyUHCare account to these sites. If your password on these sites is not strong, change it right away.

What if I forget my password?

If you have a secure UH Personal Health Record login, click the Forgot My Password link. You will be asked to enter your username. A temporary password will be sent to the email that goes along with your account.

If you log in using Facebook, Google or Yahoo, use the Forgot Password option.

Viewing My Health Information

Back to Contents

What health information can I see in my UH Personal Health Record?
Your UH Personal Health Record (PHR) includes selected information from the UH medical record about hospital services (a hospital stay or emergency room visit and your related medical care) and physician office visits. The chart shown here explains the medical information that you will see in your PHR from information entered in the UH medical record.
UH Personal Health Record Information From UH Physician Offices and UH Health Centers From a UH Hospital Stay or Emergency Department Visit**
Allergies, medical conditions, medications, immunizations, height, weight, blood pressure All information entered Jan. 1, 2012 and forward All information entered Jan. 1, 2010 and forward
UH lab test results All information entered Oct. 16, 2013 and forward*, except results from UH University Suburban Health Center (Green Road) and sensitive information like HIV/AIDS results All information starting from three months before you created your PHR and forward, except sensitive information like HIV/AIDS results
X-ray, MRI, CT and other scan results All reports (written report only) entered Oct. 16, 2013 forward* All radiology reports (written report only) starting from three months before you created your PHR and forward
Biopsy results All information entered Oct. 16, 2013 forward* All information starting from three months before you created your PHR and forward
Care summary All information starting on the date you created your PHR and forward All information starting on the date you created your PHR and forward

*Outpatient lab and X-ray results will appear in your PHR after your doctor has confirmed them. 
**At this time, information from an inpatient stay at a UH behavioral health unit is not available in the PHR.

Why do I see more than one Clinical Summary from my provider with the same date?
Sometimes providers make additions to the clinical record following the office visit (e.g., test results). In these instances, you will see these additions in the form of multiple Clinical Summaries from the same date appearing in your Personal Health Record.
How do I see my lab test and X-ray, MRI, CT or other scan results?
Click on the My Health tab and click the Results tab to view your results.
I am able to view some lab results but not all of them. Why?

Some lab tests are part of a group of tests called a panel. For test panels, some results may be available in your Personal Health Record before results of other tests in the panel.

Your UH PHR does not show sensitive test results. These include laboratory testing related to mental or behavioral health, substance abuse and HIV/AIDs.

If you have questions about missing lab results, contact your UH hospital or physician’s office.

Why can’t I view X-ray, MRI, CT or other scans in my UH Personal Health Record? I can see only the written report in my account.
At this time, the UH Personal Health Record displays only the text report of your X-ray, MRI, CT or other scan and not the film or image.
Why do I have two lists of medications in my UH Personal Health Record?

Your UH Personal Health Record (PHR) may contain medical information from UH hospitals and UH physician offices from services you received in the hospital or your provider’s office. If you were prescribed medications as part of these services, this information will be available in your PHR and will be displayed as “active.” Active means the medications were current or effective at the time of your hospital discharge or doctor’s office visit.

Please refer to the grid below regarding specific dates of service available in your PHR from UH physician offices, hospitals and emergency departments.

UH Personal Health Record
(PHR) Information
From UH Physician’s Offices and UH Health Centers From UH Hospital Stay or Emergency Department Visit
Allergies, medical conditions, medications, immunizations, height, weight, blood pressure All information entered on Jan. 1, 2012 and forward All information collected on Jan. 1, 2010 and forward
How do I get a printed copy of my complete UH medical record?

For hospital records, contact Medical Records or Health Information Services at the UH hospital where you were a patient. You can find the phone number, the form to download and complete contact information for each hospital online here.

Using Your UH Personal Health Record

Back to Contents

What do I need on my computer to use the UH Personal Health Record?

To use the UH Personal Health Record, your computer must be equipped with

  • A web browser that is:
    • Internet Explorer 8 or higher, or
    • A recent version of Firefox, Google Chrome or Safari
  • An operating system that is:
    • Windows or Macintosh
How can I review or change my account information?

Personal information such as your address, phone number, email address, insurance, emergency contact, social information and preferred pharmacy is known as your “demographic” information in your PHR. To make changes to this information, follow these steps:

  1. Select the My Info tab.
    FAQ - My Info
  2. The Demographics page has four sections: General, Emergency Contact, Responsible Party, and Insurance. Click on the tab for the information you would like to change.
  3. Select and delete the text you would like to change.
  4. Enter the new information in the same box.
  5. Click Save at the top of the page next to the Demographics title.
    FAQ - Save
  6. A message will pop up: Would you like to send these saved changes to your connected organizations? If you would like your physician’s office to receive these changes, click Yes.
  7. You will receive a confirmation message with the status of your request.

NOTE: We may need to confirm certain information in person before we can update your UH medical record. Please bring the required documentation for the updated information to your next appointment:

Updated Information Required Documentation
Name Picture ID
Date of Birth Picture ID or Birth Certificate
Social Security Number Social Security Card and Picture ID
Insurance Insurance Card
Responsible Party Signed Responsible Party Agreement
I gave my new address (insurance information, phone number, etc.) to my provider’s office at my last visit. Why doesn’t the new information appear in my UH Personal Health Record?
If you have updated any of your demographic information through your provider’s office, you still will need to update it in your UH Personal Health Record (PHR). To change any of your demographic information in your PHR, follow the steps listed above.
What can I do if I think there is an error in my medical information in my UH Personal Health Record?

Your UH Personal Health Record (PHR) is separate from your medical record and does not contain the complete contents of your UH medical record.

If you think there may be an error in the information copied into your PHR from your UH medical record, please submit your request in writing to PHRPrivacy@uhhospitals.org; or

UH Privacy Officer
3605 Warrensville Center Road, Mail Stop MSC 9105
Shaker Heights OH 44122

If I delete information from my UH Personal Health Record, can I get it back?
Yes. Go to Preferences under Restore deleted items and follow the directions to get back the information that you want. Information deleted from your UH Personal Health Record does not delete information from your UH medical record.
What does a “connection” to other organizations mean under the My Account menu of my UH Personal Health Record?
If you receive care from other healthcare organizations and providers that use FMH, you may request a connection to them. That connection will download medical information from those organizations and providers into your UH Personal Health Record (PHR). To make a connection, send a request to the organization through your UH PHR account and follow the on-screen instructions you receive.
What does the Recent Activity log show?
The log shows information that you have added to your UH Personal Health Record (PHR) and any updates that your provider(s) have made to your health information. Please note that any information you add to your PHR will not update in your UH medical record.
How do I print, fax or email information from my UH Personal Health Record?
Navigate to the My Health tab. You will see buttons on the page to print, fax or email. Click on the button you need.
How do I share information in my UH Personal Health Record with hospitals and providers outside of the UH health system?

To share health information from your UH Personal Health Record (PHR):

  1. Login to your PHR.
  2. Open the My Health tab to view a summary of your health information.
  3. Click on the Export button.
  4. Select Transmit from the Export Type dropdown menu to send all or a portion of your PHR to a hospital outside of the UH health system.
    - You will need to know the hospital’s direct email address. This is different from the hospital’s standard email address. Please contact the receiving hospital for their direct email address.
How do I share my UH Personal Health Record with my spouse, children, caregiver, loved one or friend?

To share health information from your UH Personal Health Record (PHR):

  1. Login to your PHR.
  2. From the My Account tab in the upper right of the screen, choose My Connections.
  3. On the My Connections screen, click the triangle next to With Family Members, Dependents, etc.
  4. Click the Add Authorized Individual button on the right.
  5. Follow the instructions on the Add Authorized Individual form.
  6. When done filling out the form, click the Submit button.
  7. Tell your spouse, children, caregiver, loved one, friend that they will be receiving an email from FollowMyHealth™ enabling them to connect to your account.
Does my UH Personal Health Record time out?
Yes, you will be logged out after 10 minutes of no activity. If this happens you will need to log in again.
How can I close or remove a connection from my UH Personal Health Record?
On the UH Personal Health Record home page, click on the My Account link at the top right of the screen. From the dropdown menu, select Connections. This will show all of your FollowMyHealth™ links to health care organizations and providers. Click on the red “X” to remove your link with any listed health care organization or provider. This will close your account with that organization or provider. You will not get further communications or medical information from them.
How do I delete my UH Personal Health Record?
On the UH Personal Health Record (PHR) home page, click on the My Account link at the top right of the screen. From the dropdown menu, select Preferences. You will see a section titled Delete Account. Clicking the button Delete your PHR within this section will permanently delete your PHR.
Who should I contact with questions about my UH Personal Health Record?

For general or technical questions not answered in these FAQs, contact FollowMyHealth™ Patient Services at 888-670-9775 or support@followmyhealth.com, 8 a.m. – 8 p.m., Monday – Friday.

Requesting an Appointment

Back to Contents

How do I request an appointment?

Many of our physician offices use the appointment request tool in the UH Personal Health Record (PHR). If your provider uses this tool, you may request an appointment for an office visit in two ways:

  1. Use the Request button in the Appointments area on the top right of the home screen OR
  2. Use the Schedule An Appointment link at the top of the Web page

Include the location you prefer in the Comments section. At this time, the appointment request tool is for office visits only.

IMPORTANT: An appointment request does not mean an appointment has been scheduled for you. You will get an email in your PHR Inbox when your visit is scheduled. You can request an appointment only with providers who have seen you before.

How do I cancel or reschedule an appointment?
When you log in to your UH Personal Health Record, an Appointments box shows your scheduled visits. Highlight the visit you want to change. In the appointment information screen, click on the Cancel button to cancel your visit. Click on the Reschedule button to request a different day or time. Your physician’s office will send you an email to confirm that your visit has been cancelled or rescheduled.
Why don’t I see the appointment that I just requested?
You will see your appointment in the Appointments box after your physician’s office notifies you that it has been scheduled.
How can I use my UH Personal Health Record to communicate with my physician’s office?

Sending Messages

IMPORTANT: For emergencies, call 911 or go to the emergency department closest to you. Do not send messages through your UH Personal Health Record for urgent matters.

Sending a communication to your physician’s office through your UH Personal Health Record (PHR) is like sending an email.

  • Go to the Inbox tab.
  • Click on the Compose button to create a new message.
  • Send the message to your provider by clicking the Send a Message link at the top of the webpage.

Not all UH physician offices use the communication tool. If a physician office does not use the communication tool, you may receive a message telling you that your provider does not send messages to patients through the PHR.

Getting Messages

Many UH physician offices communicate with patients using the PHR communication tool. If your physician’s office uses this tool, you may receive messages from your provider through your PHR, such as information about a lab test result or a reminder to schedule a follow-up visit. You can read the messages through your Inbox tab.

Be sure to check your email account and your PHR Inbox tab often to see if you have any new messages.

Requesting Medication Refills

Back to Contents

How do I search for my pharmacy?
The pharmacy search accepts only five-digit ZIP codes. To find your pharmacy, type only the first five digits in the store’s ZIP code in the search field. Do not include the four digits after the dash (e.g. 44212-5432)
Who can refill my prescription?

Many of our providers use the prescription refill tool in the UH Personal Health Record (PHR). You may request a refill for a prescription from any provider you have seen in the past who uses the prescription refill tool. The PHR will display the name of the provider who wrote the last prescription for the medication you want to refill. You may type your comments in the Comments section on the medication refill request screen. Your provider will receive your message along with your refill request.

IMPORTANT: A prescription refill request does not mean your prescription has been refilled. You will get an email in your PHR Inbox when your provider has approved or denied the request. You can only request a prescription refill from providers who have seen you before.

How long will it take to process my medication refill request?
Medication refill requests may take up to 2 business days to process. Requests sent on a holiday or when the office is closed are sent to the pharmacy in your UH medical record the next business day. You will get an email when your provider has approved or denied your request.

Parent/Guardian Access

Back to Contents

What is Parent/Guardian Access?
In most cases, Parent/Guardian Access allows parents of minors and legal guardians to access the online health information of those entrusted to their care. An individual with Parent/Guardian Access can view the patient’s online health information, request appointments and medication refills for the patient and send secure messages to the patient’s provider.
Can I sign up for Parent/Guardian Access if I am not the birth or adoptive parent of the patient?
Yes. Individuals who are court appointed legal guardians over person can also sign up for Parent/Guardian Access. Before access can be granted, however, you must submit a copy of the legal paperwork stating that you have a right to this information.
What are acceptable forms of legal paperwork/proof of guardianship?
Legal paperwork is signed paperwork from the court that indicates you have Court Appointed Legal Guardianship over the patient.
Can I sign up for Parent/Guardian Access if I am a foster parent?
Foster parents are not able to access their dependents’ online health records through the UH Parent/Guardian Access process. Foster parents may request the patient’s paper records as outlined below:
  • For hospital records, contact Medical Records or Health Information Services at the UH hospital where the child received care. You can find the phone number, the form to download and complete contact information for each hospital online here.
  • For outpatient records, contact the UH physician’s office directly.
Can I sign up for Parent/Guardian Access if I have power of attorney or durable power of attorney for health care for a patient?
Individuals with power of attorney or durable power of attorney for health care currently cannot request online access to the patient’s online health record through the UH Parent/Guardian Access process. Individuals with power of attorney or durable power of attorney for health care may request the patient’s paper records as outlined below:
  • For hospital records, contact Medical Records or Health Information Services at the UH hospital where the patient received care. You can find the phone number, the form to download and complete contact information for each hospital online here.
  • For outpatient records, contact the UH physician’s office directly.
Do I need to be a UH patient myself to sign up for Parent/Guardian Access?
No. You do not need to be a UH patient to sign up for Parent/Guardian Access.
Do I need to have a FollowMyHealth™ account in order to sign up for Parent/Guardian Access?
Yes. FollowMyHealth™ (FMH) requires you to have your own account in order to view the online account of the patient entrusted to your care.
Can minors (younger than 18) have their own UH Personal Health Record account?
Minors may have their own Personal Health Record account if they are an emancipated minor. Before access can be granted, an emancipated minor must submit a copy of the court documentation stating that he or she is an emancipated minor.
How long does it take to receive Parent/Guardian Access?
After you submit the Parent/Guardian Account Request Form, you should receive an email within 7 business days. The email will include a link to complete the registration process for Parent/Guardian Access.
Will Parent/Guardian Access turn off once a minor child becomes an adult?
Yes. Parent/Guardian Access is automatically turned off when a child turns 18.
I can no longer view my dependent’s account. Why?
You may not be able to view your dependent’s account for these reasons:
  • Parent/Guardian Access is automatically turned off when a child turns 18.
  • Parent/Guardian Access has been removed. In certain cases, the law allows minors to access medical care without their parent or legal guardian’s consent. In these cases, minors may decide not to let their parent or legal guardian see their health information. To comply with law, University Hospitals may need to turn off Parent/Guardian Access to keep the parent or legal guardian from seeing the health information.
Who do I call for Parent/Guardian Access questions?
For general questions related to Parent/Guardian Access, please contact your provider’s office. For technical questions or questions about the content in the patient’s UH Personal Health Record, contact FollowMyHealth Patient Service at 888-670-9775 or support@followmyhealth.com, Monday – Friday, 8 a.m. to 8 p.m.

Have a question about the UH Personal Health Record not answered here?

For technical questions, contact FMH Customer Service at 888-670-9775 or support@followmyhealth.com,
8 a.m. – 8 p.m., Monday – Friday

For medical questions, call your physician’s office.

For medical emergencies, call 911 or go to the nearest emergency room immediately.

Technical Support

For technical support related to your Personal Health Record:
Call: 888-670-9775 Monday through Friday, 8 a.m. – 8 p.m.
Email: support@followmyhealth.com

FAQs

If you have questions about your Personal Health Record, you may want to view our Frequently Asked Questions.