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MyCarle Frequently Asked Questions

Enrollment Questions

Your Medical Record

MyCarle For My Family

After I Have Enrolled

Technical Questions

E-visit Questions


What is MyCarle?
MyCarle is a secure website that offers patients personalized and secure on-line access to portions of their medical records. It lets you use the Internet to securely manage and receive information about your health.
With MyCarle, you can use the Internet to:

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Is there a fee to use MyCarle?
MyCarle is a free service for Carle patients.

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How do I sign up?
Patients who want a MyCarle account can get a MyCarle activation code during their clinic visit. This code lets you log in and create your own username and password. Or, you may go to www.MyCarle.com and request an activation code online.

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Who is eligible for a MyCarle account?
MyCarle accounts are for anyone age 12 or older who is a patient at Carle. Parents, family members, legal representatives, and other persons may also get a MyCarle account if they become authorized as a proxy to access a patient's medical record for approved purposes. In all cases, you must complete a form at the doctor's office before proxy access can be granted.

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Who do I contact if I have further questions?
Call our MyCarle Support line at (217) 326-4001. Our Support line is available to answer your MyCarle questions 24 hours a day, 7 days a week.

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When can I see my test results in MyCarle?
Depending on the test, results are generally released to MyCarle within 3 business days of your doctor seeing the results. Certain types of test results are not shared via MyCarle. If you are unable to see a test result, you may send a "Get Medical Advice" request through MyCarle to your physician asking to have specific results released to you.

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Why are certain test results not shared electronically via MyCarle?
Your provider will decide which types of test results are able to be accessed through MyCarle. Some tests of a very sensitive nature, or when test results need more explanation, are not released to MyCarle, as your doctor may prefer to share the results with you in person or over the phone.

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

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If I send a message to my doctor or nurse, when can I expect a reply?
You will generally receive an answer within two business days. Please note that MyCarle should not be used for urgent situations. Please contact your provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I schedule an appointment in MyCarle?
You can ask to schedule an appointment with your primary care physician and with providers you have seen in the past two years at Carle. You will receive a message in MyCarle once the appointment is scheduled, or you will be contacted by the provider's office for more information.

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I would like to schedule an appointment, but I don't see my provider listed?
Most providers you have seen in the past two years at a Carle facility will be listed. If your provider is not listed, call the provider's office directly.

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Can I cancel my appointment in MyCarle?
At this time, you cannot cancel your appointment from MyCarle. Please contact your provider's office directly.

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Can I print or download any of my health information?
Yes, you may print any information where a print icon is shown (usually at the top right of the screen), by clicking the icon and then clicking Print This Page.
You may also download information from MyCarle in any of these ways:

  1. You may download a summary of your health information from an option under the My Medical Record tab. Select Medical Tools > Download My Record and follow the on-screen instructions.
  2. You may also download a summary of a past healthcare visit from an option under the Visits tab. Select Visit History > Visit Summaries and click the floppy disk icon next to the desired visit in the list of all past visits. Follow the on-screen instructions to download a record of your visits.
  3. The summary of a past healthcare visit may also be downloaded from within the visit record. Select Visit History > Visit Summaries. Click the visit (in the Visit Description column) to see the Appointment Details, then click the folder icon to download the visit information.
  4. You may also send your health information to a provider outside of your clinic (such as a specialist) if that provider has a special email address (a "Direct Address") that has been made available through MyCarle or has been given directly to you. A Direct Address is similar to an email address but is a secure way to send authenticated, encrypted health information directly to known, trusted recipients over the Internet. It is a way for you to send your personal health information from this electronic health record system to an outside provider who does not use this system. While your intended provider may not be available in the MyCarle directory today, the number of specialists and other providers included in the directory is expected to grow over time.

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Can I ask questions regarding a family member from my MyCarle account?
No, MyCarle offers direct access to your personal health record and communications about another person's information would be placed in your health record. Because of this, information would not appear in the correct health record and could potentially harm medical care. Instead, you should send a message from your family member's record, if you have proxy access, or ask the family member to send a message from his or her account. Please contact your clinic team for more information regarding Proxy access.

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Can my spouse and I share one MyCarle account?
No, due to the sensitive nature of medical information, each adult must have his or her own MyCarle account. You can complete a Proxy consent form so each spouse can view the other's medical information.

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Can I view a family member's health record in MyCarle?
Yes. This is called "proxy access" and it and allows you to view the MyCarle records of a family member or someone under your care. First, the patient or the patient's legal representative must complete the proper proxy authorization form at his/her provider's office to give you permission to access their medical information through MyCarle. If the patient is under 12 years old, then the parent or legal guardian must complete the authorization form.

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Can I access my child's health information in MyCarle?
Parents, family members, legal representatives, and other individuals may become authorized as a proxy to access a child's medical information in MyCarle for approved purposes. In all cases, you must complete a form at the provider's office before proxy access can be granted.

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What is Proxy Access?

At Carle, there are three categories of proxy access. For each category of proxy access, there is a related form that needs to be completed and signed by the patients or the patient's legal representative, asking that proxy access be granted to another person. These forms are available at the provider's office.

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Since my child turned 12, I no longer have access to their medical record. Why?
Illinois law requires that at the age of 12, the child has to grant the parent (or guardian) access to their health record. Thus, at age 12, Carle automatically terminates any proxy access the parents or legal guardian may have had. In order for the parent or legal guardian to restore access to the child’s record, the child must complete the proxy consent form that allows the parent or legal guardian proxy access.

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Can a child have their own MyCarle account?
Anyone age 12 or older who is a Carle patient may have a MyCarle account. Parents and legal guardians may have proxy access to the child's MyCarle information when the proxy consent form is completed.

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Can I submit one proxy access request form for my entire family?
No. The proxy consent form will need to be submitted for each family member. These forms become part of the patient's electronic health record and must have each patient's or proxy's individual information. This information is used for identification and MyCarle account set-up.

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Can there be more than one designated proxy for a single patient?
Yes. A patient may authorize more than one person to have access to his/her MyCarle information. A separate form must be completed for each proxy relationship.

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Can a person serve as a proxy for more than one patient?
Yes. A person may serve as a proxy for more than one child and/or adult. A separate form must be completed for each proxy relationship.

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Can a non-family member have access to a MyCarle account?
Yes. Patients ages 12 or older may grant proxy access to non-family members.

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Can proxy access be revoked?
Yes. A “proxy access” revoke form needs to be filled out at any Carle facility.

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I forgot my password. What should I do?
You may click the "Forgot password" link on the sign-in page to reset your password online. You may also contact our MyCarle support line at (217) 326-4001 to request a new, secure password. Our support line is available 24 hours a day, 7 days a week.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Call our MyCarle support line at (217) 326-4001. After we verify your identity, a new code will be sent to the email address listed in your medical record. Our Help Desk is available 24 hours a day, 7 days a week.

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Where can I update my personal information (e.g., e-mail or change my password)?
Log into MyCarle and click on the Preferences tab at the top of the page, then select the appropriate option.

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Why don't I receive email alerts when there is new information in MyCarle?
MyCarle will send you an email when you have new information in your MyCarle account. If you are not receiving emails, please check that we have your current email address on file. To check your email address click on Preferences then Demographics. You may also want to check your email settings to make sure MyCarle emails are not being sent to your junk mail.

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Can I access MyCarle from my mobile device?
Yes. You can access the full web-based version of MyCarle from your mobile device. You can also download a free MyCarle app from the iPhone App Store or Android Market by searching for MyChart. After download, select Carle from the app's phone book. Note that not all MyCarle features are available in the app. Directions are located on the MyCarle home page bottom right.

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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 IDs, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyCarle uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyCarle. 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 Carle Foundation Hospital 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.

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I was logged out of MyCarle, what happened?
We aim to protect your privacy and the security of your information. While logged into MyCarle, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of MyCarle. 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 (such as Internet Explorer).

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Is my browser supported by MyCarle?
Currently, MyCarle works with popular Internet browsers, such as Internet Explorer, Firefox and Google Chrome on Windows based machines, and Safari and Firefox on Mac OS X. If you are having problems getting MyCarle to work in your browser, contact the MyCarle support line at (217) 326-4001. Our help desk is available 24 hours a day, 7 days a week. The MyCarle support line may recommend the use of a different browser. Please also be aware that certain toolbars and browser extensions are known to cause problems with signing into or using MyCarle.

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My activation code does not work, what should I do?
For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, call our MyCarle support line at (217) 326-4001. Our MyCarle Help Desk is available to answer your MyCarle questions 24 hours a day, 7 days a week. If your security code is still valid, please check to make sure that the correct location appears in the upper right hand corner of the MyCarle login page. If the correct location does not appear, click on the "Not from these areas" link and select the appropriate area.

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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 your activation code only once when you log into MyCarle for the first time. This code will expire after you have used it or after 30 days. When you log into MyCarle the first time, you will be asked to create your own unique MyCarle ID and password.

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Who can use E-visit?
Any patient who has a MyCarle account and who has a Carle primary care physician (Adult Medicine or Family Medicine) or pediatrician may use E-visits as long as their physician is participating in the service. Not all departments or primary care providers participate at this time.

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What is an E-visit?
An E-visit is completed online by a patient answering a series of pre-determined questions via the Internet through MyCarle. It is NOT a video visit and it is NOT a live chat. E-visit is perfect for patients who do not have time to get to their doctor's office or who do not want to spend travel time to visit the doctor when they need a quick answer or diagnosis for a minor or recurring symptom.

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How does an E-visit work?
After logging in to MyCarle, you will begin an E-visit by selecting a symptom from the list of choices. Next, you will enter contact and credit card information. Then, based on the symptom you select, you will be asked a series of questions including treatments and medications you have tried. The questions are designed for the particular symptom you have selected. When you have completed all the questions you will see a preview of your responses, and you may change any answer at this time. Once you make sure the information is complete and accurate, you submit the E-visit to Carle. It is at this point that the fee is applied to your credit card. If you cancel prior to clicking "Submit", your credit card will not be charged.
Once you click Submit, your physician has 4 hours to respond to your E-visit. Based on the information you provide, the physician may proceed to provide treatment via the Internet; the physician may respond with a question to help clarify the diagnosis; or, the physician may want to see you in person prior to giving the diagnosis. If you are requested to come to the physician's office in person, you will not be charged for the E-visit.

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What conditions are eligible for an E-visit?
You can submit an E-visit for the following symptoms:

For Adults 18 years and older: Patients 0 to age 17:

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What is the cost of an E-visit?
The cost of an E-visit is $20. You will be asked to enter credit card information at the start of your E-visit so the card can be authorized. The fee will be charted to your credit card the night following your completed E-visit. If your E-visit is canceled, you will not be charged.
You may cancel your E-visit any time before you submit it. After you submit it, if Carle staff determines you should be seen in person instead of treated by E-visit, you will be notified that your E-visit has been stopped and you will not be charged for the E-visit.

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How will I be contacted?
Usually you wil receive your E-visit response in MyCarle. In some cases a provider might decide it is best to speak with you by phone. You will be asked to provide a phone number where we can reach you in case we need to speak to you directly.

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