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CONTACT US

For all technology related questions please call Metro Health's MyChart Support Line at 616-252-5195. This line is monitored Monday thru Friday from 8:00am to 5:00pm.

For all other questions or concerns (e.g., personal medical information, general questions, etc.) please review with clinical staff at your next doctor's appointment or via the secure email option within your MyChart account

For all urgent medical matters, contact your physician office, go to an emergency room, and/or call 911. Never send any messages requiring urgent attention using Metro Health MyChart. Delays can occur based upon, but not limited to, volume and availability of staff, the complexity of your condition, or technology occurrences outside of Metro Health's control.

TERMS AND CONDITIONS OF USE

Metro Health is pleased to offer our patients on-line information via web and mobile-based versions of our electronic medical record called “MyChart.” Metro Health MyChart is designed as a secure Internet-based environment through which you may receive certain confidential medical information released at the discretion of your physician. Access and use of MyChart is voluntary.

To request an account, please contact your physician's office. After you have activated a Metro Health MyChart account, Metro Health MyChart will become a vehicle through which you will receive important messages from your physician and certain test results and other personal medical information. You may continue to receive communications via the United States Postal Service or other means.

It is important for you to know how we handle information we communicate via the internet. These Terms & Conditions outline our practices and our sensitivity to your right to privacy. We reserve the right to revoke access at any time for any reason.

Response to Electronic Communication – Metro Health will make its best effort to provide a timely response to electronic inquiries. In some cases, the clinic staff that needs to respond to an electronic inquiry or other communication may not be immediately available, so you should allow at least three (3) business days for a response. Accordingly, emergency situations requiring immediate attention should not be submitted electronically.

In accordance with the 21st Century Cures Act, notes written by medical providers will be visible in MyChart. To become compliant with this new Act, results are released immediately. A provider may not have had time to review a result before it appears in your MyChart account. We encourage you to wait to view your result until your provider has had a chance to review the same and contact you. If you have urgent concerns, please contact the office.

Furthermore, with respect to any electronic communications you send, we are only able to respond to such communications based on the information you provide. If you don't provide enough information, we will be unable to provide accurate and reliable services.

Web Site Links - MyChart may offer links to related medical web sites not managed by Metro Health. These Web site link(s) are for informational purposes only. Metro Health does not endorse and has not verified the accuracy of the information in/on these web sites, and you should not rely on any of the information found on the web sites for purposes of treatment or diagnosis.

Minor Eligibility - An individual must be between the ages of 13 to 17 to request a personal account. Proxy relationships can be set up between two patients 13 to 17 but must be initiated from within the two individual MyChart accounts. This cannot be setup by staff. Proxy relationships between parents and children 12 or younger can be added by staff or can be requested within MyChart.

Foster parents are not allowed access. Access is only given to Child Protective Services or Adult Protective Services officials.

If you appoint a Proxy user through Metro Health MyChart, you understand that the Proxy will be able to access your Metro Health MyChart account and all of the information in the account, as well as any additional functions available to Proxy’s, which may include the ability to download and transmit to third parties your information contained in Metro Health MyChart. In addition, the Proxy may take action on your behalf via Metro Health MyChart. If you choose a Proxy, it is your responsibility to choose an appropriate Proxy and Metro Health is not responsible for actions taken by your Proxy. If you no longer wish for your appointed Proxy to have access to your Metro Health MyChart account, you are responsible for revoking the Proxy's access through the Metro Health MyChart site or by contacting the MyChart Help Desk through written notice. The MyChart team will send an annual notice to all who have appointed a Proxy to remind them to review their Proxy designation and to determine whether they desire to continue to allow Proxy access to their MyChart account. You, and any Proxy you authorize, may have access to Metro Health MyChart features that allow you and/or your Proxy to download portions of your health information and/or transmit this information to other health providers who may be unaffiliated with the Metro Health. Metro Health relies on you and/or your Proxy representation and direction and you and/or your Proxy is responsible for the use of such features. YOU AGREE AND INTEND THAT METRO HEALTH SHALL NOT BE RESPONSIBLE FOR, AND SHALL NOT BE LIABLE FOR, ANY DAMAGES THAT RESULT FROM, OR ANY ACTIONS METRO HEALTH TAKES THAT RESULT FROM, THE SELECTION OF THE RECIPIENT OF THE INFORMATION OR THE SUBSEQUENT USE OR DISCLOSURE OF SUCH INFORMATION AFTER THE DOWNLOAD OR TRANSMISSION OCCURS, AS DIRECTED BY YOU AND/OR YOUR PROXY. YOU AGREE TO HOLD METRO HEALTH HARMLESS FROM ANY DAMAGES RESULTING FROM SUCH A RELEASE TAKEN ON BEHALF OF you and/or your Proxy AND AS DIRECTED BY you and/or your Proxy, AND FURTHER, WAIVES ALL LIABILITY OF METRO HEALTH ASSOCIATED WITH SUCH A RELEASE AS DIRECTED BY you and/or your Proxy. YOU UNDERSTAND AND AGREE THAT METRO HEALTH CANNOT AND DOES NOT VERIFY RECEIPT OF YOUR RECORD AT THE DESIGNATED RECIPIENT LOCATION.

E-mail and/or Text Notification & Privacy - Although no private medical information will be sent via text or email, the notification that new medical information is available by accessing MyChart may be information that you may not want others to know. You should be aware that MyChart users will be notified via e-mail and/or text when there is new medical information to be viewed on MyChart. This means that any person with access to your e-mail / mobile device will be able to see this notification. This could include your spouse, employer or anyone else that can access your e-mail account. You therefore MUST verify and update your email address via the My Preferences link to ensure that you receive notification of newly released information and general notices in a timely manner. Metro Health is not responsible for any damage resulting from your failure to verify and update your email and account information. You will have the ability to modify notifications within the settings but the default will set to email notifications only.

NOTE - Text messaging rates may apply

Security and Confidentiality - Federal and State law govern the confidentiality of medical information. Metro Health is dedicated to keeping your medical information confidential. By allowing you access to your medical information, you must share the responsibility for keeping the information confidential. Please reference Metro Health’s Notice of Privacy Practices available at: Patient Privacy.

We afford the same degree of confidentiality to medical information stored on MyChart as is given to medical information stored by Metro Health in any other medium. Metro Health is committed to protecting the confidentiality of your medical information. We limit Metro Health employees’ access and ability to enter or view information based upon their role in your care. Firewalls, passwords, encryption, and audit trails are further used to safeguard your information. We shall identify the records released and note the time and date of access each time a patient accesses MyChart. We have taken steps to make all information received from our online visitors as secure as possible against unauthorized access and use.

Understand that permission for Metro Health to release my Protected Health Information is based on my username and password.

You can tell when you are secure by looking at the location (URL) field. If the URL begins with https:// (instead of http://), the document comes from a secure server.

This means your data cannot be read or deciphered by unauthorized individuals. You can tell whether you are truly connected to Metro Health by viewing the digital certificate. This certificate verifies the connection between the Metro Health server's public key and the server's identification.

User names and passwords provide two layers of authentication and are stored in an encrypted database that is isolated from the Internet. As a MyChart user, your role in maintaining the security of your medical information is: 1) Changing your password on a regular basis, and 2) Keeping your login ID and password confidential, and 3) logging off once completed. An automatic timeout of your session will occur, however, for additional security measures.

You are responsible for remembering your Metro Health MyChart ID and password and for keeping this information confidential. You are responsible for safeguarding the Metro Health MyChart ID, password, and security question and answer. You are responsible for keeping this information in a safe place for future reference. It is your responsibility to prevent disclosure of your ID and password and to change your password and security question and answer if you feel that your security has been compromised. Metro Health shall not be liable for any damages that result from your failure to keep such password secure.

MyChart Availability - There may be times when the MyChart system is not available to you. For example, system maintenance, back-ups or failures may limit MyChart availability. Access to MyChart is provided on an "as available" basis and you are not guaranteed access at any particular time.

Metro Health’s Right to Terminate Access to MyChart - Metro Health reserves the right, at its sole discretion, to suspend or discontinue your use of MyChart and to discontinue the general use of MyChart itself. You will be notified if the Metro Health MyChart service is discontinued.

Refund Policy - All approved refunds will be initiated to your credit card (or original method of payment). In the event that a refund transaction to your credit card (or original method of payment) is not possible, a refund check will be issued.