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MyChart Frequently Asked Questions



What is MyChart?
MyChart offers Presbyterian Medical Group patients personalized and secure online access to portions of their Presbyterian medical records. It enables you to securely manage and receive information about your health. With MyChart, you can:

  • Send and receive messages with your care team
  • View test results
  • Request prescription renewals and view current medications
  • Schedule primary care appointments, request an appointment with a specialist, view past appointments, and cancel or confirm upcoming appointments
  • Verify registration information and/or pay your co-payment
  • View and accept newly available appointments
  • Access your health summary including allergies, immunizations and current health issues
  • Receive health reminders
  • Pay your doctor and hospital bills, sign up for paperless billing and view prior statement and payment histories


My clinic appointment has been moved to a Zoom video telehealth appointment. What is it and how do I use it?
Zoom is a video telehealth service that allows you and your provider or care team to have a HIPAA-compliant visit when traditional in-person visits are not an option. This video telehealth option is integrated with your electronic health record, just as if you visited your provider or care team in person. Before your appointment, you will be sent a link via MyChart with your appointment details. Follow the instructions in that link to use on your computer or mobile device. You will need to have video capabilities on the device you use. If you need further assistance, click here for English version or Spanish version. If you prefer, you can also watch this video.


Please review our Outpatient Information guide in English or Spanish which contains important information, guidelines and resources related to your visit, including documents that will require your signature.


How do I access my After Visit Summary?
To find an After Visit Summary, click on past appointments within the Visits section.


Why can't I see notes on all my visits?
It is up to each individual provider whether they want to upload a progress note to a patient’s MyChart account after a visit.  If your provider uploads a note, you will see it listed in your Visit Summary on the Notes tab.  If you do not see a note and are concerned, you can message your provider by choosing the Messaging tab above.  A progress note is documentation of your appointment.


Why can’t I delete my messages?
Messages that have been read can be deleted. Messages that have been read are no longer bolded. If messages still appear bolded, they have not been read and you cannot delete them until they have been read. We have set it up this way as an added security so patients don't mistakenly delete unread messages.


How will I be notified of my appointment?
Beginning February 21, 2017, MyChart will begin emailing a reminder to you for your upcoming primary care appointment. You will no longer receive automated voice mail messages.


Why do I receive Preventive Care messages?
The health and wellness of you and your family is important to us. Because we are committed to your care, you will be receiving Preventive Care messages to inform you of recommended screenings specific to you. You will start seeing these messages in your MyChart Letter Folder. Please message your Care Team for questions or to schedule your screening.


Why can’t I see my hospital test results?
Hospital test results are not automatically uploaded to MyChart. To have your hospital test results added, select the Medical Records tab, then select Test Results. Within this tab, check the box that reads Show Hospital Results. You may hide your hospital test results by checking this box once again.


When will I see my test results?
Most test results will display in MyChart once they are available. Test results from radiology and pathology will be available after 72 hours. Test results that determine certain sensitive conditions will not automatically display in MyChart. Your doctor will contact you regarding these results.


Why am I not seeing all medical records for a child between 14-17 years old?
MyChart accounts for children between the ages of 14-17 can only be activated by that child. If a parent or guardian already has Proxy Access to a child's account prior to their 14th birthday, their access will transition to a limited view on that birthday. Presbyterian follows New Mexico state law concerning the release of information for minors in this age range. On the child's 18th birthday, a parent or guardian's view will be terminated.


Why am I not seeing my provider/care team listed when trying to send them a message?
If you seek care from a provider outside of Presbyterian Medical Group, they will not appear in the drop down menu for messaging. Also, if you have not had an in person appointment with your provider in the last 24 months they are no longer available for messaging.


How do I change my primary care provider (PCP)?
Please call 505-923-2011 to select a PCP; they can assist in selecting a PCP who has availability for new patients.

New Patients – If you are a new patient living in Albuquerque, Belen, Los Lunas, Rio Rancho or Santa Fe and you need to make a primary care appointment, please call 1-844-PRES DOC (773-7362), Monday through Friday, 8 a.m. to 5 p.m.


If some of my health information on MyChart is not correct, what should I do?
Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.


Is there a fee to use MyChart?
MyChart is a free service offered to our Presbyterian Medical Group patients.


Who do I contact if I have further questions?
You may call customer service at 1-505-923-5590 or 1-866-861-7444. We are available 24/7.


If I send a message to my care team, when can I expect a reply?
You will generally receive an answer within 2 business days. Please note that MyChart is not to be used for urgent needs. For medical emergencies, dial 911. Please understand that messages may not necessarily be reviewed by your doctor and may be responded to by nurses, advance practice clinicians and other members of your care team depending on the nature of your question.


Can I view a family member's health record in MyChart?
Yes you can. This is called Proxy Access and allows a parent (or guardian) to log into their personal MyChart account and then connect to information regarding their family member. To request access to a child’s account, complete a Child Proxy Request within your MyChart account found in your Medical Records tab. To request access to an adult’s account, call our customer service center at 505-923-5590 or 1-866-861-7444. For both types of requests, you will both need to provide the following information.
1. Full Name
2. Date of Birth
3. Address
4. Last 4 digits of Social Security Number
5. Insurance Member ID
6. Consent (for adult)


If you are receiving notifications that you have a new statement but your balance is zero ($0), there are two reasons this could be happening:

You have new statements. If you have not opened your past statements, notifications will continue to show until you do so. Go to the billing icon, select “past statements” and click on any unopened statement dates.


You are not logged into your own account. If you have proxy access to your child’s or another adult’s account, check to make sure you are logged into your own account. You may be receiving their notifications if you used your mobile device or computer to access them previously.


I forgot my password. What should I do?
You may call customer service at 1-505-923-5590 or 1-866-861-7444 to request a new, secure password. You may also click the “forgot password" link on the sign-in page to reset your password online.


Where can I update my personal information (e.g., e-mail or notifications)?
Log into MyChart and from the top menu go to the Preferences tab and select the appropriate option