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Frequently Asked Questions (FAQ)

If you still can’t find the answer to your question, please call the MyHealth Service Desk at 1-866-367-0758 (24/7).

General
What is MyHealth?
What does MyHealth offer?
Is there a charge for MyHealth?
Can I print information from MyHealth?
How can I find out more about MyHealth?
How can I update my email address or any other personal information?
Mobile

iOS

Where can I download the iOS mobile app?
What is eArrival?
How do I know if I have successfully eArrived?
Why isn’t my device recognizing that I have eArrived to my appointment?
How do I turn on Face ID in MyHealth? (iPhone X and above)
How do I turn on Touch ID in MyHealth? (iPhone 5s and above)

Android

Where can I download the Android mobile app?
How do I turn on fingerprint unlock in MyHealth? (Android 6 aka Marshmallow and above)
What is eArrival?
How do I know if I have successfully eArrived?
Why isn’t my Android device recognizing that I have eArrived to my appointment?
Account
Who is eligible to access their health records using MyHealth?
Can my child use MyHealth to access their medical records?
How do I set up MyHealth access for the first time?

You can activate your own MyHealth username/password online, or can call our Service Desk at 1-866-367-0758 or, ask a clinic staff member in person to send a text message to your smartphone with the link to set up your new login.

Where can I get help on the MyHealth activation process?

For help setting up your account, please message the MyHealth Service Desk or you call them at 1-866-367-0758.

What if I am having trouble signing in to my account in MyHealth?
When I try to log in, I see a message saying my account was deactivated—what should I do?

If you receive this message, please message the MyHealth Service Desk or phone them at 1-866-367-0758.

How can I update my email address or other personal information?
Billing, Insurance & Referrals
How can I speak to someone about my bill?

Customer Service Billing Department
1-800-549-3720 (toll free)

or 650-498-5850 (local)
Monday - Friday, 9:00 a.m. - 5:00 p.m.
Daily Lunch Closure: 11:30 a.m. - 12:30 p.m.

Why can't I see my child's billing information in MyHealth?
Can I pay my bill in installments (on a payment plan) instead of all at once?
How do I cancel my payment plan?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

What are my financial responsibilities as a patient?
My insurance has changed – how can I update this information?
How will my insurance company get billed?
How often will I receive a statement?
When and why was I signed up for paperless billing?
Can I go back to receiving paper statements?
Can I sign up for paperless billing again?
Why don't I see the option to cancel paperless billing?
What should I do if I'm having technical difficulties or if I'm seeing an error message while viewing or paying my bill online?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

How will I know how much I owe?
Why did my insurance deny the claim?
Can I pay my bill with a flex spending card?
Will my credit card information be stored?
When is my payment due?
What should I do if I can't pay my bill?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Who can I contact if I have questions about balances referred to a collection agency?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Can I pay for my spouse's bills in MyHealth?

650-498-5850
Monday – Friday, 9 a.m. – 5 p.m.

What kinds of credit cards are accepted?
What should I do if I'm having issues paying my bill online?

1-800-549-3720 (toll free)

or 650-498-5850 (local)

Tax season: How do I get last year’s payment history for tax filing?
Image of Two logos of documents that reads, Statements & Letters and Recent Payments
Image of A banner showing Recent Payments & view payments button
Image of Payments Table
Image of Printer and Info icons
How do I apply for financial assistance through MyHealth?
Who can apply for Financial Assistance? When can I apply for it? Can I submit multiple applications?
Can I request Financial Assistance on behalf of another patient?
Can I save my current progress on an existing application and complete it later?
How will I be notified of the decision of my application?
Where can I find more information about Financial Assistance?
Where can I view a list of the status of my referrals in MyHealth?
What does the Referral Status indicate?
How will I know if my referral has been scheduled?
Which referrals can I see in MyHealth?
How am I notified of any changes in referral status?
Do you have my insurance card on file?
How can I see the details of my current bill (for example, so I have the information I need to talk with my insurance company)?
If I overpaid for services, how do I get a refund/reimbursement?

1-800-549-3720 (toll free) or 

650-498-5850 (local)
Monday - Friday, 9:00 a.m. - 5:00 p.m.
Daily Lunch Closure: 11:30 a.m. - 12:30 p.m.

You can also go to the Billing feature in MyHealth to send Billing Customer Service a Message.

Why is my outstanding balance in MyHealth different from my last statement balance?
If I make a payment for the current balance displayed in MyHealth and it includes balances that have not yet appeared on a statement, can I view where my payment was applied?
I paid my outstanding balance in MyHealth however I do not see a statement for those services. Where can I find the statement?

You can review the itemized details of those balances and services under the “Billing Details” section in MyHealth. If you need an itemized statement sent to you, please send Customer Service Billing a message via MyHealth or call our Customer Service Billing department at 1-800-549-3720.

I previously received a balance notification for a specific visit. Why am I receiving another balance notification for the same visit, but for a different amount?
Why do the email notifications not include more information like the service I am being billing for?
How do I change my balance notification preferences?

You may send a Customer Service Billing message via MyHealth or call our Customer Service Billing Department at
1-800-549-3720.

Messaging
Can I contact my clinic through MyHealth?
Why can't I send messages to all my Stanford Health Care doctors?
When I send a message, where does it go?
When can I expect a reply to the messages that I send to my clinic?

If this is a medical emergency, please call 911 immediately!

Can I see the notes that my doctor writes during my appointment?
Where can I find Letters?
Medical Records
How can I get a copy of my medical record or radiology images?
Whom should I contact if I found an error in my medical record?

To amend your medical record, please contact the Stanford Health Care Medical Records Department at 650-723-5721.

What are “notes"?
Where can I find these notes?
Who has access to my clinical notes and my test results?
What should I do if I have questions about my test results?
What can I do with the Advance Care Planning feature on MyHealth?
How do I designate a health care agent using MyHealth? Who can I designate as a health care agent?
How can I submit Advance Directives documents through MyHealth? What types of documents can I submit?
What happens after I submit my health care agents or advance care planning documents? Do they automatically get added to my medical record?
Can I share my medical record with others?
Who can I contact with questions about my medical records?
Ordered Tests & Test Results
Who has access to my clinical notes and my test results?
What should I do if I have questions about my test results?
Why can't I see certain test results in MyHealth?
How do I get my COVID-19 Test Results for air travel?
How do I print out test results using MyHealth, for example, my COVID-19 test results?
Where can I access the CLIA certificate for air travel?
How can I see what tests have been ordered for me by my doctor?
Can I view my scans and images in MyHealth?
Where can I view my scans and images in MyHealth?
Where can I get help on using the Ambra ProViewer to view my images?

For help with the Ambra ProViewer, please call the Ambra support line at 1-888-315-0790.

Why can’t I view the images for my child?
The image package was available but now it's saying I have to retrieve it again. Why?
I had a test done, why don't I see the images tab?
Can I get a CD made with my images?

To request a disc with Radiology images only, please complete the Radiology Authorization for Disclosure of Health Information form.

Email the completed form to ImageLibrary@stanfordhealthcare.org or fax it to 650-723-3995 (Att.: Stanford Radiology Image Library). Include the address—P.O. box not accepted—to mail the disc. Turnaround time can take up to 15 business days. For urgent requests, provide a FedEx label or FedEx account number for billing.

For questions, call the Stanford Radiology Image Library at 650-723-6717, option 5 then option 1, Monday - Friday,
7:30 a.m. – 5 p.m.

After Visit Summary and Care Team Notes
Where can I find doctor notes and the After Visit Summary from a previous visit?
What are “Shared Notes?”
Where can I find these notes?
How soon after an appointment will I be able to see my notes?
How will I know if I have a new note?
What if I have questions about the note?
Who has access to my clinical notes and my test results?
What should I do if I have questions about my doctor’s notes?
Technical Recommendations
Mobile: What are the requirements for MyHealth usage on a mobile device?
Mobile: Is there a tablet version of the app?
Web: What are the Internet browser requirements for MyHealth?
Using the Web on a Mobile Device (phone or tablet):
Using the Web on a Computer:
Security: Is MyHealth secure?
Video Visits
What are Video Visits?

Video Visits are not appropriate for emergency situations. If you are experiencing a medical emergency, call 911 right away.

How do I schedule a Video Visit?
  • Calling your clinic or calling 650-498-3333 so we can connect you to the appropriate clinic for scheduling.
  • Ask Stanford Health Care clinic staff during your next visit.
How do I connect to my Video Visit?
Do I have to eCheck-in for a Video Visit?
How should I prepare for a Video Visit?

If you need technical assistance, please reach out to 1-866-367-0758 (available 24/7).

 

Are Video Visits recorded?
What do I do if I'm having technical problems before my visit?

If you are having difficulties launching your video or experiencing any other technical problems, please call the MyHealth Service Desk at 1-866-367-0758 (available 24/7). [See: How should I prepare for a Video Visit?

If the technical issue persists at or during the scheduled appointment time, your care team member will call you to continue the appointment as a phone call.

How do I know when to connect?
My doctor has not joined the Video Visit – what should I do?
What happens if I have technical issues during my Video Visit?
What devices can I use for a Video Visit?
Can I do a Video Visit from my tablet?
If I do a Video Visit from my iPhone or Android phone, what do I need?
If I do a Video Visit from my laptop or desktop computer, what do I need?
Where should I connect from?
Where can I find my visit summary after my appointment?
How do I cancel my Video Visit?
How much will I pay for my Video Visit?
I received an email inviting me to join an upcoming Video Visit with someone, how do I connect to their Video Visit at the appointment time?
Why is it important to be in the State of California during my Video Visit?
Can I use Closed Captions during a MyHealth Video Visit?
Can I get a transcript after a Video Visit with my doctor?
How do I enable Closed Captioning for a Video Visit on my phone?
How do I turn off Closed Captioning for a Video Visit on my phone?
How do I enable Closed Captioning for a Video Visit using a computer web browser?
eCheck-In
What is eCheck-in?
Is MyHealth eCheck-in available for iPhones and Android phones?
Do I still need to check in with the front desk after completing eCheck-in?
What can I do with eCheck-in?
What is eArrival?
How do I know if an appointment is available for eCheck-in or eArrival?
What do I need to do to e-Arrive for an appointment?
How will I know if I can begin eCheck-in for an appointment?
How do I complete eCheck-in?
Can I still use eCheck-in if I am late for an appointment?
Can I use eCheck-in on behalf of a patient if I have Shared Access (proxy) access to their account?
Tracking and Sharing Daily Health Data with My Doctor
What kind of health data can I track and share with my doctor using MyHealth?
What do I need to do to start tracking and sharing health data?
Which devices can I use?
How do I link my accounts and share health data with MyHealth?
What if I do not have a device that syncs with Apple Health, Google Fit, or Withings Health?
Where does my shared health data go?
Sharing Health Data with Other Apps using FHIR
I downloaded an app that allows me to import data from Stanford Health Care. How is this done? Should I grant access and enter my MyHealth username and password?
I’ve downloaded an app that can access my Stanford Health Care data, but am having trouble. How can I get help?
I allowed an app to access my Stanford Health Care data, but now want to remove my data from the app and prevent it from accessing my data in the future. How can I do that?
I’m an app developer who would like to use the FHIR APIs for my app or am having difficulty accessing Stanford Health Care data via the FHIR APIs.
Wait List
What is the Wait List?
How can I be added to the Wait List?
How am I notified about an earlier appointment if I’m on the Wait List?
I received a notice about an earlier appointment, but I don’t see it in MyHealth. What happened?
How can I stop receiving notifications about earlier appointments?
Sharing Access
What is Share Access?
How can I gain Share Access to another patient’s MyHealth records?
Do I need my own MyHealth account to participate?
What documentation do I need prior to filling out the Share Access Request form?
Why is there limited access for proxies of children 12-17 years of age?
What happens when my child turns 18?
How do I revoke Share Access privileges from someone?