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Frequently Asked Questions About Cleveland Clinic London MyChart

Getting Started

What is MyChart?

MyChart is our secure, online health management tool that gives Cleveland Clinic London patients access to important information from their electronic medical record any time, day or night. With MyChart you can:

  • Manage your appointments: Instantly book an appointment or view details of past and upcoming appointments.
  • Communicate with your medical team: Send secure messages to your doctor and get answers from the comfort of your own home.
  • Access your health information: View your medical records, past visit summaries and available test results.
  • Visit with your doctor virtually: Connect with your doctor conveniently from the comfort of your home with video visits.

Learn more about all the features of MyChart.

How do I sign up for MyChart?

Following your first appointment at Cleveland Clinic London, you will receive an email with instructions to sign up for MyChart or you can:

Please note, you must have an existing Cleveland Clinic London patient record to register for MyChart.

How do I access MyChart?

  • Online: Once you’ve signed up, you can access MyChart by going to mychart.clevelandcliniclondon.uk.
  • From your mobile device: There is also a mobile app for MyChart, available for Apple® or Android™. Once you've downloaded the MyChart app to your phone or tablet, simply select Cleveland Clinic London and enter your MyChart username and password. View mobile app FAQs.

How much does MyChart cost?

MyChart is a free service offered to Cleveland Clinic London patients.

Mobile App

Is there a mobile app for MyChart? How can I download it?

Conveniently access MyChart from your Apple® or Android™ device with the MyChart mobile app. The free app is available in the App Store® and on Google Play. Once you've downloaded the MyChart app to your phone or tablet, simply select Cleveland Clinic London and enter your MyChart username and password to access your information.

Can I receive notifications through the MyChart mobile app?

Yes, MyChart mobile app users may opt to receive push notifications on their mobile device when there is new information to view. These notifications will not contain any personal health information.

Can I use my fingerprint or passcode to log in to the MyChart mobile app?

Yes, Apple® device users can opt to use a four-digit passcode or fingerprint Touch ID instead of their ID and password to log in to the app, on their Apple devices with iOS version 7 or higher. A passcode is required to log in on the Apple Watch®.

Booking and Managing Appointments

Can I book an appointment using MyChart?

Yes, once you are logged in to MyChart, you can instantly book an appointment at a convenient time and date. You can also easily view details of past and upcoming appointments and request changes if you need to.

If you are not logged in or do not have a MyChart account, you can book an appointment with a GP online or request an appointment with a specialist.

Can I pay for my appointment online?

Yes, with MyChart you can pay your prepayment amount and bills online or via the MyChart mobile app.

What is eCheck-in?

With eCheck-in you can complete the pre-appointment process ahead of time from the comfort of your home. You can access eCheck-in for your upcoming appointment as early as a week prior to your visit. The number of steps to complete your eCheck-in may vary based on the type of appointment and when you were last seen. We recommend completing the eCheck-in at least one day before your visit to make sure you are prepared for your appointment.

Is eCheck-in required?

You must complete eCheck-in before a MyChart video visit appointment. For in-person visits, completing eCheck-in is not a requirement, however, in order to confirm your arrival and check in automatically without visiting the front desk using the Hello Patient feature, you will need to complete eCheck-in. If you do not complete eCheck-in, you will need to complete these tasks in-person before your appointment.

What is Hello Patient?

With MyChart’s Hello Patient feature, if you’ve completed all of your pre-appointment tasks via eCheck-in, you are automatically checked-in when you arrive for your appointment and can take a seat in the waiting room without even needing to visit the front desk. Upon arriving at your appointment location, you’ll receive a Hello Patient MyChart notification on your mobile device. Simply tap on the notification, login to MyChart and tap I’m Here to confirm your arrival. If you do have outstanding pre-appointment tasks, you will be prompted to complete eCheck-in or visit the front desk.

You must be within 30 minutes of your appointment time and near your appointment location for to use the Hello Patient automatic check-in feature. Please do not confirm your arrival before you’ve arrived at your appointment location. If you have multiple appointments on the same day, you will need to do confirm your arrival for each individually through Hello Patient.

In order to use Hello Patient, you must have the MyChart mobile app downloaded and complete the steps below prior to arriving for your appointment.

How do I use Hello Patient?

See below for a complete step-by-step guide to using Hello Patient.

  1. If you haven’t already, download the MyChart mobile app.
  2. When prompted, or by going to your mobile app settings, you must do the following for Hello Patient to work:
    • Allow location access
    • Enable notifications
  3. Complete the MyChart eCheck-in pre-appointment process through MyChart from your computer or mobile app. eCheck-in is available for completion for 7 days in advance of your appointment.
  4. On the day of your appointment, when you reach your appointment location, a pop-up will display to confirm you have arrived. Tap I’m Here.
    • If you do not have location services enabled, locate your appointment on the home screen of the app and tap, I’m Here.
  5. If you have completed all of your eCheck-in tasks, you’re all set and can wait until your name is called for your appointment. If there are outstanding tasks, you will be prompted to either visit the front desk to finish checking in or to go to eCheck-in on your mobile device to complete the eCheck-in process and then visit the front desk.

Your Health Information

What health information is available in MyChart?

MyChart provides you with access to portions of your Cleveland Clinic London electronic medical records such as health summaries, certain test results and medicines, and details of past and upcoming appointments.

At Cleveland Clinic London, we consider patients a part of the care team, and timely access to your health information is part of the decision-making process. You will have access to many test results as soon as they are available. You always have the choice to wait to view your information in MyChart until you speak with your doctor.

The text portion of your radiology imaging report can be viewed in MyChart, however, to obtain copies of the actual images (for example x-rays or CT scans), you will need to contact +44 (0)20 3423 7500.

Your medicines list in MyChart will show current prescriptions, discontinued medicines are not included. Prescriptions from doctors outside of Cleveland Clinic London will not appear unless they are documented by your Cleveland Clinic London doctor. 

How do I get a complete set of my medical records?

My Document Centre allows you to request the release of your medical record to your account. You may also obtain your complete medical record by contacting Cleveland Clinic Health Information Management at +44 (0)20 3423 8400 or by email at [email protected].  

We do our best to provide your medical records as quickly as possible. In accordance with General Data Protection Regulations (GDPR), Cleveland Clinic London will respond within one calendar month of receiving your medical records request. If we are not able to respond within one calendar month of receipt of your request, we will notify you in writing.

Records released to your account will be available for 30 days to view, download, print and save to another location.

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

Your health information in MyChart comes directly from your Cleveland Clinic London electronic medical record. If you feel an item was added to your medical record in error, you can ask your doctor to correct any inaccurate information at your next visit or contact the Cleveland Clinic London Health Information Management team at +44 (0)20 3423 8004 or by email at [email protected].

How do I know my MyChart information is secure?

Your privacy is important to us. The information you provide in MyChart and on this website is protected by UK laws. Click here to view our privacy policy and learn more about how we protect the information entered to this website. Access to your MyChart account is controlled using a secure activation code which allows you to reset your personal username and password to something only you will know. No one can log-in to a MyChart account without an accurate username and password.

Communicating With Your Care Team

Can I message my Cleveland Clinic doctor?

You can send a secure message to your established doctor regarding a non-urgent medical concern using the MyChart Send a Message feature and selecting Medical Question. From there you can select one of the following types of medical questions:

  • Non-Urgent Medical Question
  • Prescription Question
  • Test Results Question
  • Visit Follow-up Question

A member of your healthcare team will respond within three business days.  

Sending a message to your doctor cannot be used to receive a diagnosis. Please schedule an appointment to address a new health issue or complete an eVisit questionnaire.

If you are experiencing an urgent medical problem, call 999 or your doctor’s office immediately.

Can I get a diagnosis for a new health issue?

Yes, for common, minor ailments. For adult patients (16 years old and over), eVisits are a convenient, secure way to access Cleveland Clinic London doctors for the following issues:

  • Back pain.
  • Urinary tract infection (women only).
  • Sinus infection.
  • Vaginal yeast infection.
  • Conjunctivitis (pink eye).

To schedule an eVisit, go to Appointments, select Make an Appointment then choose eVisit. You will be asked to complete a quick series of questions related to your symptoms. A member of your Cleveland Clinic London healthcare team will respond via secure message with a diagnosis and treatment instructions within one business day .

Will my doctor contact me through MyChart?

Your doctor or a member of the care team may add a comment within your test results or send a secure message to help you understand what results mean. They may also recommend that you make a follow-up appointment, provide you with additional instructions, or ask you to call to discuss your test results.

What if I have a non-medical question, can I contact customer support via the MyChart Send a Message feature?

For a question unrelated to your care or appointment, you may send a message to MyChart Customer Support using the Send a Message feature and selecting Customer Service Question. From there you have the option to select one of the following customer service questions:

  • Billing Question
  • Referral Question
  • Medical Records Question
  • Website Issue

A member of the Customer Support team will respond to your message within three business days. 

Video Visits

What are video visits?

Through the secure MyChart platform, you can have a video visit with your doctor using your mobile device or computer. Virtual visits can help you save time and skip the hassle of coming in person for an appointment by letting you receive care from the comfort of home.

What equipment do I need for a video visit?

Video visits require access to a smartphone, tablet, or computer with a camera, microphone, and speakers. If you’re using a mobile device for your virtual visit, you must also install Zoom on that device.

How do I prepare for my video visit?

Before your video visit: We recommend that you complete the following steps at least one day prior to your appointment.

  1. If you haven’t already, activate your MyChart account.
  2. If you’re using a smartphone for your visit, download the MyChart mobile app.
  3. Complete eCheck-in for your appointment in MyChart. This can be done as early as a week ahead of time.
  4. Download Zoom on the device you’ll be using:
  5. Make sure internet browser pop-up blockers are disabled for Zoom.
  6. Complete assigned pre-visit questionnaires.
  7. Check the camera, microphone, and speakers on your device to make sure they are working.

Join your video visit: You will be able to join your virtual visit 15 minutes prior to your appointment time. Login to your MyChart account, find your appointment and click Begin Visit. Your appointment will launch when your doctor joins.

Is my video visit covered by insurance?

Video visits are not covered by all insurance plans. In order to fully understand your benefits and potential cost, contact your insurance company and ask if video visits are included in your plan and if not, what it may cost you.

Need Help?

If you still have questions or need support, please call MyChart Support at +44 (0)20 3423 7008 or email [email protected].

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