MyWellspan Frequently Asked Questions

Enrollment Questions
What is MyWellSpan?
Is there a fee to use MyWellSpan?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
Test Results
When will my lab test results be on MyWellSpan?
Why can't I find my test results?
Where can I find general information about lab tests?
Messaging
Why can't I use regular email to communicate with my provider?
How do I send a message to my provider?
How soon will a provider respond to my secure message?
Why can't I find my provider on my selection list?
Can I send my provider a photo or video?
Can I use MyWellSpan to ask questions about my child or spouse?
How can I tell if my message has been read?
How do I get a notification when a new message is sent to my MyWellSpan account?
Scheduling
How do I schedule an appointment with my provider?
Why can't I schedule an appointment with my provider?
Where can I find a list of my upcoming appointments?
Other
If some of my health information on MyWellSpan is not correct, what should I do?
MyWellSpan For My Family
Can I use MyWellSpan for my children and other family members?
What information is available through Family Access?
After I Have Enrolled
I forgot my password. What should I do?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is MyWellSpan secure?
What is your Privacy Policy?
I was logged out of MyWellSpan, what happened?
What do I need to use MyWellSpan?
My activation code does not work, what should I do?

What is MyWellSpan?

MyWellSpan offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyWellSpan, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyWellSpan electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use MyWellSpan?

MyWellSpan is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate can enroll at www.mywellspan.org or at their participating WellSpan office.

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Who do I contact if I have further questions?

Call MyWellSpan Customer Support at (866) 638-1842.

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When will my lab test results be on MyWellSpan?

Many commonly ordered labs from any WellSpan lab are viewable within 24 hours of being finalized. Different lab results can take different amounts of time to finalize and some can take several days. If several lab tests are performed on the same sample, the results may not finalize at the same time. To access this information, select My Medical Record then Test Results.

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Why can't I find my test results?

There are several reasons why some test results might not appear in MyWellSpan. Only certain lab results are available through MyWellSpan. This might be because of the sensitive nature of certain results. Labs done at outside hospitals or clinics might not be available in MyWellSpan. Results might not be released to MyWellSpan until after the clinician has reviewed them and released them to your account.

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Where can I find general information about lab tests?

Select Health then Test Results. Click on the row for the result you would like to see. The result will display. Click on the About This Test link in the upper right hand corner of the page.

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Why can't I use regular email to communicate with my provider?

Regular email may not be secure. HIPAA government regulations require communication relating to health information to be secure. MyWellSpan Secure Messaging is sent via a secure, encrypted connection. Encryption means the information is coded in such a way that no one can read it during transmission.

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How do I send a message to my provider?

Click on the Messaging tab then select Ask a Question. You can choose from a variety of types of messages, such as New Medical Question or Customer Service Question. Once you choose the type of message, select your provider, identify the subject for the message, compose your message and click send.

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How soon will a provider respond to my secure message?

Providers often respond to secure messages within a few hours. However, if you do not receive a response within two business days, please contact the office by telephone. Please note, secure messaging should not be used for emergency situations. If it is an emergency, please call 911 immediately.

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Why can't I find my provider on my selection list?

The selection list is limited to the patient's PCP and providers with whom you have an upcoming visit or had a visit in the recent past. If you want to contact a provider that is not available for messaging in MyWellSpan, you must call the office to get in touch with that provider.

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Can I send my provider a photo or video?

Yes, you can send your provider photos or videos. You may attach up to six files at a time. The allowed file types are GIF, PNG, TIFF, BMP, TIF, PDF, JPEG, MOV, AVI, MPG, MP4, MPEG, WMV and 3GP. The maximum file size is 13.67 MB for images and PDFs. The maximum files size is 24.41 for videos.

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Can I use MyWellSpan to ask questions about my family member?

Messages sent via MyWellSpan become part of your electronic health record. Therefore, only messages related to your own health care should be sent via MyWellSpan. If you need to send a message to your child's or spouse's provider, utilizing Family Access will ensure the information will be part of their electronic health record.

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How can I tell if my message has been read?

Click on the Messaging tab, then Message Center, then click Sent Messages to check whether your message has been read, to whom the message was sent, when it was sent, and the message itself. Messages that have not been read by providers appear in bold.

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How do I get a notification when a new message is sent to my MyWellSpan account?

Go to Profile then select Notification Settings. Expand the Messages section and select the E-mail or Text icons in the New Message row to receive notifications when a new message is available.

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How do I schedule an appointment with my provider?

Go to the Appointments tab and select Schedule an Appointment. Choose your reason for scheduling an appointment from the available options.

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Why can't I schedule an appointment with my provider?

The clinicians on your selection list may be limited to your PCP and other providers from the same office, providers with whom you had a recent past visit and providers with whom you have an upcoming visit. If you would like to schedule with a provider who is not available in MyWellSpan, please contact the office to schedule.

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Where can I find a list of my upcoming appointments?

Go to the Appointments tab and select Appointments and Visits.

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If some of my health information on MyWellSpan is not correct, what should I do?

Your MyWellSpan information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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Can I use MyWellSpan for my children and other family members?

MyWellSpan offer parents the ability to establish proxy access (family access) to the portal account of their child. To request proxy access, log into your account, click on the Profile tab, then Manage Family Access link. Complete the form linked on the page.

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What information is available through Family Access?

A patient's representative(s) can view portions of the patient's health record; view immunization history; view test results; securely communicate with the patient's provider; and request appointments if they have family access.

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Can my spouse and I share one MyWellSpan account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyWellSpan account.

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I forgot my password. What should I do?

You may contact MyWellSpan Customer Support Line at (866) 638-1842 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyWellSpan and from the top menu, go to the Profile tab and select Change Demographics

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How is MyWellSpan secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyWellSpan messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyWellSpan is owned and operated by MyWellSpan 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 by MyWellSpan.

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I was logged out of MyWellSpan, what happened?

We aim to protect your privacy and security of your information. While logged into MyWellSpan, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyWellSpan. We recommend that you log out of your MyWellSpan 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 MyWellSpan?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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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 MyWellSpan Customer Support at (866) 638-1842.

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