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MyCarle Frequently Asked Questions

Enrollment Questions

After I Have Enrolled

Technical Questions


What is MyCarle?
MyCarle offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. As a user, you will be to view:
- hospital discharge instructions - after-visit summaries - insurance benefits and coverage information - lab results - appointment information - medications - immunizations - allergies - health trends including weight, height, blood pressure, pulse and BMI for visits after August, 28, 2011

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Is there a fee to use MyCarle?
MyCarle is a free service offered to our patients.

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How do I sign up?
Patients who wish to participate will be issued a MyCarle activation code at the time of discharge from the hospital. This code will enable you to login and create your own user ID and password.

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Who do I contact if I have further questions?
Call our MyCarle Patient Support Line at (217) 326-4001. You can expect a response within 24 hours of your call.

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I forgot my password. What should I do?
You may contact our MyCarle Patient Support Line at (217) 326-4001 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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Can you send me a new access code as I have lost it, let it expire or did not receive it?
To request a new activation code online, go to carle.org/mycarle and complete the activation form again. If you would like to request a new code in person, you will need to visit your doctor's office.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?
Log into MyCarle and from the left menu, go to the Preferences section and select the appropriate option. These changes will be made in the system immediately.

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Can I view a family member's health record in MyCarle?
Yes. This is called Proxy Access and allows a parent (or guardian) to log into their personal MyCarle account and then connect to information regarding their family member or child.
For a parent or guardian to get access to a child’s account (ages 0-11) - A consent form must be signed by the parent/legal guardian who is granting themselves access to their child’s MyCarle information.
Children 12 and over are considered independent users of online medical records by Illinois law and must grant proxy access to another individual, including a parent or legal guardian. Independent users of MyCarle can grant access to their medical records anytime by designating a proxy user, such as an adult child, parent, legal guardian, spouse or family member.

You can request proxy access at any Carle Physician Group location. For children 11 and under, parents or legal guardians must sign a MyCarle proxy consent form and show photo ID.

In the case of independent users, the individual giving the consent is the only one who needs to be present to sign the proxy form and show a form of ID.

Additional questions about accessing someone else’s MyCarle account can be directed to Carle’s Health Information Management department at (217) 383-3381.

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What happens to my child's MyCarle access at their 12th birthday?
Parent/guardian access automatically expires on the patient’s 12th birthday. The parent/guardian will receive a notice 30 days prior to the expiration date.After the expiration date, the parent/legal guardian will have to complete a consent form with the child’s permission to access the account. This is required by Illinois state law. Parents and legal guardians may still request paper copies of all medical records for their children under 18 from Health Information Management.

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Is MyCarle access available for patients 12 years old to 17 years old?
Yes. Patients 12 years of age and over are allowed to have their own MyCarle account.

In order for a parent or legal guardian to access the MyCarle account of a 12-17 year old patient, the patient will need to go into the doctor’s office and sign a consent form. Once the patient signs the form, the parent or legal guardian will be able to see the same information the patient sees in their MyCarle account. The patient has the right to revoke this access at any time. This is in compliance with state of Illinois regulations.

Parents and legal guardians may still requestpaper copies of all medical records for their children under 18 from Health Information Management.

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Can my spouse and I share one MyCarle account?
No. Due to the confidential nature of medical information, each adult must sign up separately and establish their own MyCarle account.

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How do I see my test results?
Click on the "My Medical Record" menu and select the "Test Results" link. On the "Test Results" page, click anywhere within the row to display the results for that test.

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I had a test a week ago but I don't see the results. Why?
It may take several days or even weeks for certain test results to become available. If you feel that your test results should be available but you don't see them in MyCarle, call your primary care physician’s office to discuss the test results.

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I see some test results but not all of them from all of my physicians. Why?
Test results in your MyCarle account are released at the discretion of the ordering physician. If you do not see test results in MyCarle, please call the ordering physician’s office and request the release of your information, or discuss it with your physician during your next visit.

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Why are certain test results not shared electronically via MyCarle?
Only lab , radiology and pathology results are displayed in your MyCarle account. Test results of a very sensitive nature are not automatically released through MyCarle. The provider who orders the test will let you know how you will receive these results.

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Can I see radiology images through MyCarle?
No. Radiographic images are not transmitted through MyCarle. You can obtain copies of radiology images (X-Rays or CT Scans for example) by contacting Carle Health Information Management at (217) 383-3381.

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How do I get the complete set of my medical records?
You can obtain your medical records by contacting Carle Health Information Management at (217) 383-3381.

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Why don't all my medications show up in my MyCarle record?
Prescriptions written by non-Carle physicians will not appear on your medication list unless they are documented by your Carle physician in your Carle Electronic Medical Record.

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I am not receiving alerts to my regular email when I have new MyCarle information. What is wrong?
Sign onto MyCarle and click “personal preferences”. Be sure that your email address has been accurately entered. Make sure that the “internet E-mail Alerts” box is checked. Then click the “submit changes” button.

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I received an email that there was new information in my MyCarle account, but I don’t see anything new. What happened?
Most of the new information that is posted will relate to the results of a lab test or to a recent appointment, ED visit or hospital admission. If you get a message regarding new information posted to your account, but don’t see any changes, call the Patient Support Line during normal business hours at (217) 326-4001.

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Why isn’t there much information in my account?
If you have not had an appointment with your doctor since we switched to the new system at the end of August 2011, your information has not been updated in our new record system. During your next appointment, we will review all the information with you and verify it is correct and then you will see it in your MyCarle account.

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I have questions that aren’t answered here. Who can I call?
Please call the MyCarle Patient Support Line during normal business hours at (217) 326-4001 if you have any questions about your MyCarle account that are not addressed here. Please remember that MyCarle is a tool to enhance your health care experience. If you have an urgent matter or question about your health condition, always contact your doctor directly by telephone or call 911.

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How is MyCarle secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, MyCarle uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session.. Unlike conventional e-mail, all MyCarle messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?
MyCarle is owned and operated by the Carle Foundation and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by the Carle Foundation.

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I was logged out of MyCarle, what happened?
We aim to protect your privacy and security of your information. While logged into MyCarle, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of your record. We recommend that you log out of your MyCarle session if you need to leave your computer for even a short period of time.

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What do I need to use MyCarle?
You need access to a computer connected to the Internet and an up-to-date browser. The following browsers have been tested and have been shown to work with MyCarle:

- Internet Explorer 8.0 (standards mode and IE7 compatibility mode) on Windows
- Internet Explorer 7.0 on Windows
- Mozilla Firefox 3.6+ on Windows
- Safari 5.0.2+ on Mac/Windows
- Google Chrome 7.0+ on Windows

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My activation code does not work, what should I do?
For your security, the activation code you were given will expire in 30 days. If your activation code has expired, go to carle.org/mycarle and complete the activation form again. If you would like to request a new code in person, you will need to visit your doctor's office. If you still have problems, you can call our MyCarle Patient Support Line at (217) 326-4001.

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Is my activation code my user ID?
No, your activation code is not your MyCarle ID or password. You will use this code only once to log into MyCarle for the first time. (The code will expire after you have used it or after 30 days). When you log into MyCarle the first time, you will then be asked to create your own unique MyCarle ID and password.

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The text is too small to read. How can i make it bigger?
To increase the text size, hold down the Ctrl button on your keyboard while scrolling upward with your mouse

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