Frequently Asked Questions

We’ve compiled a list of the questions most commonly asked by our patients and published them, along with our answers, below. Please select the category that best fits your question. If further assistance is required, contact
877-745-5656.

About myMedStar

Are all MedStar Health facilities offering myMedStar?

The following hospitals are participating in myMedStar:

  • MedStar Franklin Square Medical Center
  • MedStar Georgetown University Hospital
  • MedStar Good Samaritan Hospital
  • MedStar Harbor Hospital
  • MedStar Montgomery Medical Center
  • MedStar National Rehabilitation Network
  • MedStar Southern Maryland Hospital Center
  • MedStar Union Memorial Hospital
  • MedStar Washington Hospital Center

 

For MedStar St. Mary’s, visit the MyCare link

Is there a charge for using myMedStar?

No, myMedStar is free to all MedStar patients.

Who is eligible to have an account?

Patients 18 years of age and older who have been seen at a participating MedStar Health facility/office are eligible to enroll in the myMedStar patient portal.  In addition, patients age 13-17 who have written parental consent (forms must be submitted in person) and emancipated minors can be granted access to the patient portal.

Can I connect my personal fitness/diet tracker to my portal?

MedStar Health is dedicated to helping improve your overall health care experience by providing convenient, streamlined resources to help you better manage your health. We now offer the ability for you to securely connect some of the health management apps you may use (i.e. fitness trackers, dietary trackers, etc.) to your health record. Email us at [email protected] if you are interested.

 

Once we receive your request, MedStar Health will work with the appropriate vendors to determine if they meet the technical requirements in order to establish a secure connection.

Cancelling myMedStar

How do I cancel myMedStar account?

We certainly hope you find myMedStar helpful and will continue your membership. However, if you wish to cancel your membership, send an email to [email protected] and advise us that you wish to cancel your membership. Or call myMedStar support toll-free at 877-745-5656 anytime, 24/7.

Family Accounts

What is proxy access?

Proxy access allows a person other than the patient to have access to and make requests on behalf of another patient.  Forms to request proxy access are available at your physician’s office and must be completed in person.

 

For security and confidentiality, the system does track who is accessing the portal accounts.  Individuals should apply for proxy access rather than sharing IDs and passwords.

May I ask questions regarding a family member from myMedStar?

You may not inquire about a family member from your own myMedStar account unless you have requested and been granted proxy access for the family member.  Proxy access is access by a personal representative (parent, guardian, spouse, son, daughter, etc.) to another patient’s account.  Proxy access must be requested and applied for in person at the physician’s office.

Can I view a family member's (e.g., child, parent, spouse) health record in myMedStar?

Parents/legal guardians, husbands/wives, personal representatives, etc. may request “proxy access” to the medical records of their child, spouse, parent, etc. Proxy access must be requested and applied for in person.

 

For regulatory, privacy and safety reasons, a majority of the medical information for patients age 13-17 will be blocked from view.  However, proxies will still have access to immunization records and may make requests on behalf of a minor patient.

Can my spouse and I share one myMedStar account?

Each patient should have their own portal account.  However, with permission, spouses may obtain proxy access to each other’s accounts.

Can minors have membership in myMedStar?

Yes, with parental permission, children ages 13-17 may be granted access to myMedStar.  Access must be requested and applied for in person.  In addition, emancipated minors with proper documented authorization may have access.

How do I sign up for myMedStar?

How do I sign up for myMedStar?

Option 1: E-mail Invitation.

  1. During registration, you were asked about your interest in the myMedStar patient portal. If you provided your email address an invitation has already been sent to you.
  2. Follow the email instructions to enroll. You will need:
    • First and last name
    • Date of birth
    • Patient ID – Your unique patient ID can be found on your visit or discharge summary.  If you do not have your patient ID you can request it here

 

Option 2: Self Enrollment

  1. Click “Enroll in myMedStar” at the top of this page.
  2. Follow the instructions to enroll. You will need:
    • First and last name
    • Date of birth
    • Your email address that we have on file OR your Patient ID – Your unique patient ID can be found on page one of your visit or discharge summary.  If you do not have your patient ID you can request it here.

What if I forget or lose my password?

There is a link provided for lost passwords. The options will require you to provide an additional security answer in order to recover your password. If you have questions or need assistance creating or accessing your account, please contact myMedStar support toll free at 877-745-5656.

Messages

Which MedStar physicians may I communicate with through the myMedStar patient portal?

You may send secure email messages to any of the MedStar physicians that you have an ongoing relationship with, such as your primary care physician or a specialist. However, you cannot email a physician who may have treated you in the Emergency Department or a hospitalist physician who may have overseen your general care during a hospital stay.

How do I know when I've received a message?

You will receive a notice at the regular email address that you provided during registration. That notice will have a link to your secure message which you can click on to sign into myMedStar and read your message.

What type of messages may I send my doctor?

Once you successfully enroll in myMedStar, you will be able to send a message to your doctor to request, reschedule and cancel appointments, request physician referrals, renew prescriptions, request medical records, or ask a general question. The myMedStar patient portal should not be used for urgent situations. Please dial 911 if it is an emergency.

When can I expect a reply to a message I send to my physician's office?

For most requests, you should hear back from your physician’s office within one business day. Exceptions may be lab or medical tests, which may take up to three days. If you have not gotten a response from your participating physician’s office within two business days, phone your physician’s office. The myMedStar patient portal should not be used for urgent situations. Please dial 911 if it is an emergency.

Who can view the messages I send using myMedStar?

Only you, your doctor, and your doctor’s authorized staff can view your myMedStar messages. Members of your doctor’s staff, such as a nurse or receptionist, may be qualified to respond, or prepare responses, just as they would during an office visit or telephone call. Messages are never stored anywhere but on the secure myMedStar server, and they cannot be read enroute, deleted, copied, or altered in any way.

 

Please note:  If another person (mother/father, husband/wife) has proxy access to your account they may be able to see messages sent to/from your physician.

Personal Information

How can I update my personal information?

This feature has been temporarily disabled.  We hope to have this functionality turned on shortly.

What if other information is wrong that I cannot update online?

Contact your healthcare provider’s office directly by phone.

Security

How can I update my account information (password, security question, etc.)?

Once you successfully log into myMedStar, select the ellipsis (…) in the bottom left hand corner, select Account, and then Update account settings. From there you can update Account Overview, Personal Information, Password, Security Questions, Email Address, and Mobile Phone.

Sending Information

How do I download my medical information?

Once you successfully log into myMedstar, select Health Record and then Visit Summaries. Click the “Download” button next to the Visit Care or Clinical Summary that you wish to download and choose the format for the file.

How do I send medical information to other healthcare providers?

Once you successfully log into myMedStar, select Health Record and then Visit Summaries. Click the “Send” button next to the Visit Care, Clinical Summary or Transition of Care document that you wish to send. You will need your providers direct email address to send information via your portal account. This is not the doctor’s regular email address. You will have to ask the receiving doctor for their “secure DIRECT protocol email address.”

Support Help

Need assistance?

Please contact our dedicated support line at 1-877-745-5656, 24 hours a day, 7 days a week.

Medical Emergency

If this is a medical emergency, dial 911.
If you are seeking advice or need to speak to your physician, contact your physician’s office directly.

Test Results

What test results should I expect to receive?

All lab, radiology, and pathology reports.

 

If there are additional results that you are unable to find, you may request them using the  Send a Message feature.

Visit Summaries

How soon will Visit Summaries be available to me?

Visit Care Summaries will be available within 24 hours of your visit or discharge.