Contact Portal Support

Help and Frequently Asked Questions

First Time Users

What is a patient portal?

A patient portal provides you with access to your personal health information as a patient at Augusta Health.

Does it cost anything?

No, it is a free service provided by the hospital and Augusta Medical Group (AMG) to help you manage your healthcare easily and securely.

How do I Enroll?

Both MyHospital and MyOffice Portals have separate enrollment processes. Go to the Augusta Health Home Page, click MyAugusta Chart at the top of the page and then click MyHospital Portal or MyOffice Portal. Follow the instructions provided.

As always feel free to reach out to our Portal Support at 540-943-MyAH (6924) or at MyAugustaChart [at] Augustahealth.com for assistance if needed.

Access Someone Else's Information (Proxy Access)

How can I access a loved one's medical record?

You must request "proxy access" from your loved one's clinic or hospital. Complete the Proxy Form found in the forms section of this site, and return it to the Health Information Management offices at Augusta Health. They will complete your request within 3 – 5 days of the initial request. Download the Proxy Form

How do I remove someone's access to my information in either Portal?

You have a right to revoke or remove an authorization for access to your MyHospital or MyOffice Portal. If you would like to revoke or cancel proxy access to your health information in MyHospital Portal, please complete and sign the Patient Portal Proxy Revocation Form. In the MyOffice Portal, the user can revoke access on their own by going into Manage User Grants.

Lab Results

Why can't I see my lab results?

Because the provider needs time to review lab results for accuracy, there is a short delay in publishing them on the portal. You may view them in MyHospital Portal after 36 hours from time of completion or after 72 hours if you are accessing them through the MyOffice Portal.

Appointments

Can I view my upcoming appointments?

Yes – You can see upcoming appointments in MyHospital Portal for those appointments that are scheduled in the hospital, for example radiology exams, mammography, colonoscopies, etc. You can also see your upcoming office visits by visiting the MyOffice Portal.

Prescriptions

Can I request prescription refills online?

Yes, just log into MyOffice Portal and click on "Renew Medication" link on the left.

Passwords

I forgot my password. What should I do?

Click the "forgot password" link located on the log-in page of either MyHospital or MyOffice Portal. A link and a temporary password will be emailed to the address you used when the account was set up. Click on the link and follow the directions to reset your password. If you've forgotten your username, you will need to contact our Portal Support at 540-943-MyAH (6924) or at MyAugustaChart [at] Augustahealth.com to create a new username.

I've entered my password wrong several times, and now it won't work. What should I do?

From the login page, enter your Logon ID and use the Forgot Password link to reset your account. If you have forgotten your Logon ID, contact us at 540-943-MyAH (6924).

Security

Can anyone else access my health record online?

Only you, your care team and any proxies that you designate are allowed to access your electronic medical record. No outside parties can access your information, including insurance companies, employers, government or school personnel. It is completely secure and confidential.

Is my information safe?

Yes. MyHospital and MyOffice Portal passwords are encrypted and URLs are rewritten so that they cannot be copied and pasted. You and authorized family members are the only ones who can access your information. Also, a timeout feature protects your information if you leave either Portal open.

What can I do to keep my information safe?

Do not share your Portal logon ID or password with another person. This would allow that person to see your confidential medical record information. Using strong passwords will also lower the risk of a security breach. This includes having a longer password with a combination of numbers, lower-case letters, and upper-case letters. Using names of family members and the same password for multiple sites should be avoided.

After accessing either MyHospital or MyOffice Portal, is my information stored on my computer?

No. Your health record information is not stored on the web server or your computer. Your information is stored on Augusta Health's Electronic Medical Record file servers. This information resides within the organization's firewall.

Are passwords encrypted?

Yes. A SALT is applied to the password. A SALT is a random string of characters linked to each individual's password. The SALT applied is unique per password. A hash algorithm is then applied to the password to encrypt the password/SALT and stored in the Augusta Health system.

Technical Assistance

What should I do if I get a message to update my browser?

When using a Portal within MyAugusta Chart, you may get a prompt to update your browser. Depending on the browser you like to use – Explorer, Google Chrome, Firefox, Safari – all you need to do is go to that respective website and click on the "download latest version" icon. You may need to restart your computer once you have updated.

Who can I call if I need to speak with someone regarding technical assistance?

If the question or issue you have is not listed above, please reach out to our Portal Support at 540-943-MyAH (6924) or at MyAugustaChart [at] Augustahealth.com for assistance.

Questions?

I have other questions, what do I do?

If you click on either MyHospital Portal or MyOffice Portal you will be taken to a web page specific to that portal. There are additional Frequently Asked Questions that are more specific to each portal there. If you still cannot find an answer to your question please reach out to our Portal Support at 540-943-MyAH (6924) or at MyAugustaChart [at] Augustahealth.com for assistance.