MyChart Frequently Asked Questions (FAQs)

Enrollment

MyChart is your secure online health connection. MyChart, which is powered by Epic, Shepherd Center’s electronic health record, offers patients personalized and secure online access to portions of their medical records. It enables you to securely use the internet to help manage and receive information about your health. With MyChart, you have access to your medication list, test results, upcoming appointments, preventative care information, allergies, immunizations, past admissions, insurance coverage and more – all in one secure place. In MyChart, you also can view your to-do list, health reminders and proxy access (for parent, guardian or other caregiver access, if applicable) and access Medline Plus, a search engine for health topics.

MyChart also helps facilitate efficient communication between you and your healthcare team. From MyChart, you can send a message to a member of your healthcare team and receive answers to non-urgent medical questions. You can also get responses to your questions and requests for prescriptions and refills, test results, medical provider visits and referrals to other providers.

You do not need to pay to use MyChart. Shepherd Center offers MyChart as a free service to patients.

Our team will provide you with a MyChart activation code in the after-visit summary you will receive following your next outpatient appointment, or you may call Shepherd Center’s MyChart support Team at 404-425-7250 or email MyChartSupport@shepherd.org to request a MyChart activation code. After receiving your activation code, you will visit mychart.shepherd.org to set up your account and log in.

If you already use MyChart through Piedmont Healthcare, you automatically have access to your Shepherd Center MyChart. You can visit mychart.shepherd.org and enter your existing Piedmont log-in credentials.

Shepherd Center recommends that MyChart users to enable two-factor authentication to protect the security of their personal health information in the patient portal. Download this document for instructions.

Shepherd recommends that you create a unique password just for use for Shepherd MyChart access. Your password should be at least eight characters long and contain a mix of uppercase and lowercase letters, numbers and special characters.

Shepherd further recommends that MyChart users to enable two-factor authentication to further protect the security of your personal health information in MyChart. Two factor authentication requires both a password and a code sent to your email address in order to access MyChart. Download this document for instructions.

You may call your main point of contact in your outpatient clinic, or call Shepherd Center’s MyChart Support Team at 404-425-7250.

Our goal is to have every inpatient at Shepherd Center registered for MyChart before being discharged from Shepherd Center. Please ask your case manager to assist in getting set up on MyChart.

Patients under age 18 will need an adult to serve as a healthcare proxy. For various reasons, we also allow adult-to-adult healthcare proxies. You can download the healthcare proxy forms here. You should return the completed form to Shepherd Center at mychartproxy@shepherd.org. We recommend that you use the Shepherd Center Zix Secure Email Portal to securely email your attachment. See this link for information on how to use Shepherd Center’s Secure Email Portal. You may also return your completed form via U.S. mail to Health Information Management, Shepherd Center, 2020 Peachtree Road NW, Atlanta, GA 30309; or fax it to 404-603-4520.


Your Medical Record

With MyChart, you have access to your medication list, test results, upcoming appointments, preventative care information, allergies, immunizations, past admissions, insurance coverage and more – all in one secure place.

Yes! Your MyChart account includes a messaging section where you can send and receive secure messages. You will generally receive a reply within one to three business days. You should not use MyChart for urgent situations. Please call your local medical center if the situation requires immediate attention, or call 911 if it is an emergency.

Your test results will be viewable in MyChart immediately after the test is completed and final results are available. Based on the sensitive nature of certain tests, there are some results that may not be released to MyChart.

Yes! This is called proxy access and allows a parent or guardian to log in to their personal MyChart account and then connect to information regarding their family member. We also allow adult-to-adult healthcare proxy. You will need to complete a proxy form and follow the instructions at mychart.shepherd.org. You should return the completed form to your Shepherd Center via email to mychartproxy@shepherd.org or via U.S. mail to Health Information Management, Shepherd Center, 2020 Peachtreee Road NW, Atlanta, GA 30309. You may also fax it to 404-603-4520.

You can contact Shepherd Center’s MyChart Support Team at 404-425-7250. Please leave a message with your name, telephone number and a brief description of your need. You may also email your name, telephone number and brief description of your need to MyChartSupport@shepherd.org. A representative will return your call or email as soon as possible during regular business hours of 8 a.m. to 5 p.m. Monday through Friday. You can click on the “forgot password” link to reset your password online.


Technical Questions

You need access to a device that is connected to the internet. For Windows- or MacOS-based computers, we recommend an up-to-date web browser such as Google Chrome. For mobile devices (smartphones and tablets), we recommend that you download the the MyChart mobile app for free from the Apple App Store (iOS devices) or Google Play Store (Android devices).

We are committed to keeping your health information private and secure. We control access to information through secure activation codes, personal IDs and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional email, all MyChart messaging is done while you are securely logged on to the MyChart website or mobile app.

For your security, activation codes expire after 90 days and are not valid after the first time you use it. If you’re having issues with your activation code, call Shepherd Center’s MyChart Support Team at 404-425-7250.

No, your activation code is neither your MyChart user ID nor your password. You will only use your activation code once to log in to MyChart for the first time. The activation code will expire after you have used it or after 90 days. You will create your unique MyChart ID and password the first time you log in to MyChart.

Shepherd Center is in an Epic Community Connect partnership with Piedmont Healthcare, meaning Shepherd Center is hosted on Piedmont’s Epic platform. That means some of the email communication you receive will include the Piedmont name and branding. To access MyChart from those emails, click on the link at the bottom of the message. Rest assured that your team at Shepherd Center is still your main point of contact for your MyChart account and your care.