My Duke Health Frequently Asked Questions (FAQs)

Duke Health and it MyChart FAQs are resources designed to help patients navigate their healthcare experience and the MyChart platform. These frequently asked questions cover a wide range of topics related to both Duke Health services and the functionality of the MyChart system.

For Duke Health, the FAQs typically address common concerns and provide information about various aspects of healthcare services, such as how to make appointments, understanding billing procedures, or what to expect during visits. They help clarify processes and provide guidance on accessing and utilizing the healthcare services offered by Duke Health.

Duke MyChart FAQs

What is Duke MyChart?

Duke MyChart had it name changed to My Duke Health. My Duke Health uses the foundation of MyChart and continues to offer a secure and convenient way to access your health care online. You can still do everything you are used to doing in Duke MyChart including reviewing health records, communicating with your providers, scheduling appointments, paying your bills, and more.

It still serves as a MyChart platfrom using Epic to provide a secure online platform that connects you with your healthcare information and services at Duke Health. It acts as a central hub where you can access your personal medical records, view test results, and keep track of your health history. Through MyChart, you can also manage your appointments, request prescription refills, and communicate directly with your healthcare providers. Essentially, it provides a convenient way to stay engaged with your health care, making it easier to manage your health needs from one place. Read more about Duke MyChart patient portal.

What are the features of Duke MyChart?

My Duke Health offers you a new front page in the patient portal and has a lot more functionality than Duke MyChart alone. Some of the new features include:

• Urgent care wait times: You can see the current wait times at our urgent care locations and choose the one that is most convenient for you.
• Monthly highlights of health topics: You can learn about various health topics that are relevant to you and your family, such as nutrition, mental health, chronic conditions, and more.
• Access to our full health education library: You can browse through hundreds of articles and videos that cover a wide range of health topics, from prevention and wellness to diagnosis and treatment.
• Access to what is new in the patient portal.
• Allows us to easily communicate with all patients in a timely manner.

For a more better explanation, read more on MyChart Features on this page.

What is Changing on Duke MyChart to My Duke Health?

The website landing page is changing along with the name. The new URL for the patient portal landing page is (My Duke Health at www.dukemychart.org). The system will automatically send you to the new landing page when you go to log into the patient portal.

Instead of landing directly on the Duke MyChart page, you will be redirected to our My Duke Health page. You can log in to all the familiar MyChart functionality directly from the My Duke Health page using your already existing MyChart username and password.

If you use the MyChart app (red folder with white heart icon) on your phone or tablet, that is still available to you and is not impacted by the change of the website’s landing page.

If you would like to obtain the My Duke Health App, you can learn more about this and Download The App. The My Duke Health app is just like the MyChart app only with more functionality before logging in.

How Do I Sign Up?

If you are an established patient at Duke Health, you can sign up at any time without an activation code by navigating to the Duke MyChart Home page and clicking the “Sign Up Online” button.

If you already have an active and un-used activation code, click on ”Sign Up Now”. You will be brought to a screen where you have the option to fill in an activation code on the right hand side of the same screen. This will allow you to complete the sign-up process the activation code.

Or, at the end of any visit any Duke Health center near you, you can receive an activation code on your printed After Visit Summary which you can use to complete the sign-up process after your visit is complete.

Alternatively, you can call Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday, Tuesday, Wednesday and Friday or 8:00am-4:00pm ET Thursday.

• Clinic staff might sign you up directly while you’re at the front desk or in the exam room.
• You might receive a MyChart activation code on your After Visit Summary or on a billing statement.
• You might receive a text message or email with an activation code when you come in for a visit.
• You might be able to use self-signup online to create a MyChart account by matching your information against what is on file in your medical record or with third-party identity verification.

How Do I Login MyChart?

To get sign and get access to your MyChart portal, you must go though the new My Duke Health Login page and enter your Username and Password then click on ”Sign In” button.

Because My Duke Health works with Duke MyChart, you’ll be able to schedule appointments, review test results or prescription orders, and conduct video visits. All your information will be secure whether you’re reviewing health summaries or communicating with your care team. See all the features and benefits of Duke MyChart.

I forgot my password. What should I do?

Click the “Forgot password?” link on the sign-in page and complete the steps to create a new password. You may also contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday, Tuesday, Wednesday and Friday or 8:00am-4:00pm ET Thursday to request a new password.

Does My Duke Health have a MyChart App for smartphones?

The My Duke Health app makes it easy to stay engaged with your care and offers access to health information for you and your family whenever you want it. Along with quick access to Duke MyChart, My Duke Health provides resources like an educational health library that can help answer health and wellness questions.

Download My Duke Health App to use it MyChart features, its available for use on all mobile devices (iPhone iOS and Android). If you’re a Duke patient, My Duke Health will provide a tailored, Duke-specific experience for your online interactions and include all of the current MyChart functionality.

How can i contact support when i have problems?

If you need assistance with logging into MyChart or you are having other problems with anything related to MyChart, please contact Duke Customer Service at 919-620-4555 or 800-782-6945 between 8:00am-5:00pm ET Monday, Tuesday, Wednesday and Friday or 8:00am-4:00pm ET Thursday.

For additional communication with Duke hospitals nearest to you and to stay connected to Duke Health education and services, you can get the email on our contact us page.

General Duke Health FAQs

Need Patient and Family Advisory Council?

Patient and Family Advisors are volunteers who provide the patient and family perspective on patient care initiatives, projects, programs, and facilities that impact the patient and family experience at Duke University Health System. If you are interested in joining our PFAC or want to learn more, please fill out our interest form (https://duke.qualtrics.com/jfe/form/SV_b7riz2hFegnIdvf).

What Telehealth Service Can I Use?

If You Have a My Duke Health Account. Most of our telehealth services require that you have a My Duke Health account to schedule and participate in your appointment. This secure electronic portal allows you to:

• Schedule virtual primary and urgent care appointments https://www.dukehealth.org/treatments/urgent-care/duke-virtual-urgent-care
• Request E-visits with your doctor.
• Schedule virtual visits with a provider you’ve already seen. If you need a new appointment, please call 855-855-6484. We will help you make a virtual or in-person appointment that meets your needs.

If you don’t have an account, you can create one or call 919-620-4555 or 800-782-6945 to receive an activation code. Our phone lines are open from 8:00 am to 5:00 pm Monday through Friday.

Can I Control a family or any Loved ones care with Duke MyChart?

Yes, if you are granted “proxy” access in MyChart to the individual’s information. Proxy access allows one individual to access MyChart and view certain information of another individual who is a Duke patient, as discussed below. Proxy access is in Duke’s sole discretion, and will be granted only if, and only to the extent, deemed clinically appropriate and allowable under North Carolina and federal law. Proxy access is also conditioned on proxy agreement to and compliance with the MyChart Terms and Conditions.

Proxy Access to an Unemancipated Minor’s Information – Parents and legal guardians may request proxy access to certain information about their unemancipated minor child from the child’s Duke attending physician. Legal guardians must make this request in person, and may be required to present guardianship or other legal papers which authorize access to the child’s health and other confidential information. Proxy access for an unemancipated child age 12-17, if granted, will generally be limited to certain Duke allergy, immunization, preventative care and billing and insurance information.

Duke attending physicians may in any event expand or limit proxy access to any minor patient’s information under certain circumstances, including upon request of the patient or their parent or guardian. Proxy access to any minor patient’s information will automatically terminate upon the earlier of the patient’s 18th birthday or legal emancipation; continued proxy access, if desired, must then be requested in the same manner as for an adult Duke patient, described below.

How do I Close or End proxy access?

Contact Health Information Management at 919-384-7119 or Customer Service at 919-620-4555 or 1-800-782-6945. We cannot guarantee how quickly proxy access can be terminated following receipt of a termination request. Adult patients can also personally deactivate any designated proxy access directly from Duke MyChart by clicking on your Menu then Share My Record then Friends and family access. If at any time you wish to disable the proxy access of any adult you have granted proxy to, simply click the “Revoke” button next to the name of the proxy you wish to deactivate.

Is MyChart accessible to my teen (who is between the ages of 12 and 17)?

Yes! Duke Health is happy to provide your 12 to 17-year-old child with their own MyChart Account. Data suggests that teens who have confidential access to their own health information are more engaged in their health and have better health outcomes. You can learn more and apply for an account here https://www.dukehealth.org/duke-mychart/guides/teen-mychart

An additional benefit of your 12 to 17-year-old having their own MyChart Account is that the family unit will then have access to information like the teen’s medication list, a list of up-coming appointments, on-line appointment scheduling for return visits and even on-line appointment reminders. As a parent proxy account holder, under most circumstances, you will not have direct access to this kind of information in your Proxy Account for the teen due to NC privacy law.

Is there a Duke Health Virtual Visit?