Using My UH Personal Health Record FAQ

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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. This information only loads to your FollowMyHealth account the first time you connect to any healthcare organization. Because of this, if your information has changed since you first created your account the information may still need to be updated by you even though you already have notified your care provider.

To be sure your information with UH is up to date, log in and inform us of any updates.

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

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.

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.

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 self-enter to your PHR will not update in your UH medical record.

To export 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.

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.

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.

Yes, you will be logged out after 10 minutes of no activity. If this happens you will need to log in again.

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.

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.

For general or technical questions not answered in these FAQs, contact FollowMyHealth™ Patient Services at 1-833-222-0035 or PatientSupport@FollowMyHealth.com, 8 a.m. – 8 p.m., Monday – Friday.

To update your username in FollowMyHealth log in to your account and access My Account > Preferences> Sign In Preferences.

You can view many of the notes your University Hospitals provider wrote during your office visit. Some specialized notes your provider wrote during your office visit, notes made during a phone call with your provider’s office, and notes related to surgery or procedures are not available in your PHR. Office visit notes from additional types of specialists will be available in the PHR soon.

Office visit notes are available in your PHR as soon as your provider signs off on the note. You will be notified by email or text when new clinical information, including office visit notes, is available in your PHR.

Office Visit Notes will be located in the My Health > Documents area of your FollowMyHealth account. To view the document details, click on the Show Details icon, which looks like a sheet of paper with a magnifying glass.

Providers write office notes to communicate with other members of your health care team so they can quickly understand your current medical conditions. They often use abbreviations that are commonly known and understood by health care professionals. Some of the most common abbreviations that you may see in your office visit notes in your PHR are listed below. If you have a question about an abbreviation, you can send your provider a secure message through your PHR.

Yes. If your provider adds, deletes or changes information to the original office visit note, you will see the updated note in your PHR. It will replace the original note, which will no longer be available in your PHR.

If you have questions about office notes or other clinical information you may see in your MyUHCare PHR, you can send your provider a secure health message directly through your PHR.

1. Click on Inbox.
2. Select the provider you want to contact.
3. Type in your message.
4. Click Send.

Your provider will respond to your message within 48 business hours.

If you believe information in an office visit note is inaccurate, discuss the matter with the provider who made the note in your permanent medical record and ask him or her to correct it. When the provider corrects the note in your electronic medical record, it will automatically be corrected in your PHR.

Instructions on how to submit your request in writing are available on the About My Personal Health Record FAQ under "Correcting Errors in your PHR".

If you are not receiving notifications of new items in your PHR please review the Communications Preferences in your FollowMyHealth account.

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

Online Scheduling: You can also schedule an appointment online at UHHospitals.org.

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.

You will see your appointment in the Appointments box after your physician’s office notifies you that it has been scheduled.

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.

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.

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).

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.

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.

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

1. Login to your UH Personal Health Record.
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 UH Personal Health Record 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.

Navigate to the My Health tab. You will see buttons on the page to print, fax or email. Click on the button you need.

Adults can grant access to the information contained in their personal health record to other people such as spouses, caregivers or other family members by following these steps:

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.

Tell your spouse, children, caregiver, loved one, or friend that they will be receiving an email from FollowMyHealth™ enabling them to connect to your account.