FAQ

My Care Plus Help

Popular FAQs

What is My Care Plus?

My Care Plus is a secure, personalized link to your health information from your physician’s office. You can access and review your personal health record online any time you need it, 24 hours a day, seven days a week.

What are the benefits of My Care Plus?

You can view your diagnosis, medications, clinical lab results, office visits, and additional personal health care information. You can also download, save, and share your personal health record. Click here to learn more about My Care Plus.

Is there a fee to enroll and access My Care Plus?

No. Access to My Care Plus is an added benefit available to you through your physician's office.

Is my health information safe?

Yes. We use SSL 256-bit encryption to protect your information.

How do I get started on My Care Plus?

Contact your physician's office, or ask to enroll in My Care Plus during your next office visit. By providing a valid email address, you will receive an email invitation to begin enrollment that includes your temporary access code.

What is a temporary access code?

The temporary access code is included in your enrollment invitation email, and it is linked to your health information. It is used to validate your identity and is needed in the first step to enroll.

What should I do if the temporary access code in my enrollment email did not work?

Access codes expire seven days after they are initially sent. Please call My Care Plus Support at 1-855-887-6788 (toll free) to request a new access code.

What should I do if I have not received my email invitation?

It may take up to 24 hours after you provide consent to receive your email invitation. Please check your junk and spam folders to ensure your email provider has accepted My Care Plus as a safe sender. Add donotreply@mycareplusonline.com to your safe sender list. If it has been longer than 24 hours and the invitation is not in your junk or spam mail folder, please call My Care Plus Support at 1-855-887-6788 (toll free).

What should I do If I lost the My Care Plus enrollment invitation email?

Contact My Care Plus Support at 1-855-887-6788 (toll free) to have a new email invitation sent to you.

Who do I contact for enrollment assistance?

For enrollment assistance, please call My Care Plus Support at 1-855-887-6788 (toll free).

What characters are required when I create my password?

Your password must contain at least eight characters. The characters should include an uppercase character, a lowercase character and a number. For added security, our system allows special characters. To help protect your health information, the password cannot contain your first name, last name, user name or medical record mumber.

Where do I go to access my account on My Care Plus?

After completing enrollment, the last screen allows you to log onto the site. To log on any other time go to www.mycareplusonline.com and enter your user name and password.

What should I do if I have enrolled and created an online account, but I cannot log onto the site?

If you cannot log in because you have forgotten your user name or password, you can recover these online. Click here to recover your user name. Click here to recover your password. If you need additional assistance, please call My Care Plus Support at 1-855-887-6788 (toll free).

Why was I logged out of My Care Plus?

For the safety and security of your health information, your account will automatically log you out after 15 minutes of inactivity.

Why was I locked out while attempting to log in?

Your account is locked after your user name and password have been entered incorrectly five times within an hour. You can unlock your account by resetting your password. To reset your password, click on this link. By providing your user name and email address and you will receive an email to reset your password.

What should I do if I forgot my password?

Existing users can click on this link to begin password recovery. Fill in your user name and email address and you will receive an email to reset your password.

What should I do if I forget my user name?

Existing users can click on this link and enter your email address on file with My Care Plus and your user name will be emailed to you.

What should I do if the site or some information on the site is unavailable?

Call My Care Plus Support at 1-855-887-6788 (toll free).

How do I change the text size on my screen?

Select the Text Size icon in the upper right corner of your computer screen to increase or decrease text sizing for optimal viewing.

How do I change my account information?

Once you are logged into the site, you can click the My Account link to update your user name, password or email address. Please note, changing your email address on My Care Plus will not update your email address on file at your physician's office.

What should I do if there is incorrect information in my health record?

The information displayed on My Care Plus is the latest information from your physician's office. If you have not updated your information with your physician recently, you can do this on your next visit. If you have updated your information with your doctor's office more than 72 hours ago, please contact My Care Plus Support at 1-855-887-6788 (toll free) to report the issue.

What should I do if I have updated my information with my physician's office, but it is not displaying on the site?

Updates will take 48-72 hours to appear on My Care Plus. If it has been longer than 72 hours, please contact My Care Plus Support at 1-855-887-6788 (toll free).

When should my lab results be available in My Care Plus?

Your physician has the option to release lab results to My Care Plus once they are reviewed. Your physician may include a comment about your results if needed.

How do I update my medications?

Please contact your physician's office to update health information.

How do I change my allergies list?

Please contact your physician's office to update health information.

How do I download my health record?

You can select the download icon to save your entire personal health record as a PDF, and save it to your documents on your personal computer. To protect your information, only save this information on your personal computer. Do not download this record on public computers, like those found at the library or a hotel. 

How do I know if I have Adobe Acrobat Reader?

Try to download your lab results. If it downloads, Adobe Acrobat is installed. If it does not download, click here to install Adobe Acrobat.

How do I print my health information?

Locate the page(s) you want to print and click on the Print icon near the top of the page. To print your entire health record, download your information as a PDF and print the document.

How do I share my health information?

Once you have downloaded and saved your personal health record, you can email your file to your caregiver or family members. You can share pages by printing them out. You can also share your record with other doctors via email or by using the physician’s direct transmit address. Contact your physician to obtain their direct transmit address.