Duke MyChart Frequently Asked Questions

Browse all Frequently Asked Questions about your Duke MyChart account, billing support, mobile app, Duke-approved videos and written materials for answers to your health and medicine related questions.

Sign-up Questions

What is Duke MyChart?

Duke MyChart offers personalized and secure online access to portions of your medical records. It is an online tool that enables you to manage and receive information about your health. With Duke MyChart, you can:

MyChart offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With MyChart, you can:

  • Schedule and cancel medical appointments
  • Communicate electronically and securely with your medical care team
  • View your health summary
  • View test results
  • Complete clinical questionnaires
  • Read your providers’ notes from your office visits
  • Request prescription renewals
  • Access trusted health information resources
  • Manage a loved one’s account
  • Pay your bill online

For more information about MyChart, learn more about Duke MyChart’s benefits and features.

Is there a fee to use MyChart?

Duke MyChart is a free service offered to our patients.

What do I need to use MyChart?

You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the MyChart mobile app on a mobile device.

How is MyChart 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 must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyChart messaging is done while you are securely logged in to our website or mobile app.

You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email or text message to log in to MyChart, in addition to using your username and password.

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 at mydukehealth.net and clicking the “Sign Up Now” button.

You will be brought to a screen where you have the option to fill in an activation code if you have one, or on the right hand side of the same screen you can click the “Sign Up Online” button. This will allow you to complete the sign-up process without an activation code.

Or, at the end of any visit at Duke Health, 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.

Can you send me a new activation code if I have lost it, let it expire, or did not receive it?

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 at www.DukeMyChart.org and clicking the “Sign Up Now” button.

You will be brought to a screen where you have the option to fill in an activation code if you have one, or on the right hand side of the same screen you can click the “Sign Up Online” button. This will allow you to complete the sign-up process without an activation code.

To receive a new activation code or speak to a person who can assist, 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.

After You Have Created Your Account

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 no longer have a valid activation code or if you have misplaced it but are an active patient at Duke Health, you you can activate your MyChart account without an activation code. Navigate to the Duke MyChart Home page at www.DukeMyChart.org and click the “Sign Up Now” button. Click the “Sign Up Online” button on the right hand side of this screen to complete the sign up process without an activation code.

If you still have problems, contact Duke Customer Service at 919-620-4555 or 800-782-6945 between between 8:00am-5:00pm ET Monday, Tuesday, Wednesday and Friday or 8:00am-4:00pm ET Thursday

Who do I contact if I have further questions?

If you have any questions about Duke MyChart, please 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.

With MyChart, you can view most test results as soon as they become available. Know that you will likely see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyChart.

I forgot my password. What should I do?

You can retrieve it through your saved passwords on your computer browser OR click on forgot username or forgot password just below the login information. The system will help you retrieve or update this information.

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.

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

To update your personal information (e.g. home address, e-mail, emergency contacts) Click on Your Menu and scroll down to Personal Information. To change your password, Click on Your Menu and scroll down to Security Settings.

On My Way Frequently Asked Questions

What is On My Way?

On My Way is an online tool that allows you to check estimated wait times at Duke Urgent Care clinics across the Triangle, select the location that meets your needs, and let us know when you will arrive.

What are the benefits?

The online tool lets you choose a location close to you or by estimated wait times. You can save your spot in line and wait in the comfort of your home. Because it is integrated with Duke MyChart, On My Way aims to make the check-in and treatment process more efficient so you can concentrate on feeling better.

How does it work?

Click on the urgent care you want to visit and choose a 30-minute time increment to save your spot in line. You’ll receive a confirmation email letting you know your spot is saved.

Do I have to be a Duke patient?

No. Anyone can use the On My Way tool to save a spot at a Duke Urgent Care clinic.

Do I need to have Duke MyChart to use On My Way?

No. While we encourage you so sign up for Duke MyChart, you can use the online tool to save your spot at a Duke Urgent Care clinic without a Duke MyChart account.

What information do I have to provide?

You’ll provide your first and last names, how soon you’ll be arriving, the reason for your visit, and a way for us to contact you by phone or email.

Is it secure?

Yes. Our secure platform is dedicated and designed to protect patient privacy.

Is this a scheduled appointment at a Duke Urgent Care clinic?

No. The tool allows you to save your spot in line. It is not a scheduled appointment.

What if I want to cancel my arrival time?

You can use the online tool to cancel your spot in line.

Can I save a spot more than one person?

You can only save a spot for one person at a time. You can return to the initial screen to view wait times and begin a separate session for another person.

Can I save a spot in line for tomorrow?

The tool will only let you choose a 30-minute time increment for today. Spots cannot be saved for tomorrow or for a future time. You will have to check back that day.

How will I know if my spot is saved?

You will receive a confirmation email to the contact information you provided. If you have a MyChart account, you can also see your saved spot in your account. If you don’t receive a confirmation or see the spot saved in Duke MyChart, you did not complete the process. Please try again.

Do I have to use On My Way to be seen at Duke Urgent Care clinic?

No. Walk ins are welcome at all our urgent care locations. The tool allows you to have a better sense for the wait time to expect when you arrive.

Do I still have to check in?

Yes, you will check in once you arrive, but since you will already be in our system, On My Way shortens the check-in process.

Can I use e check in?

You can use e check soon if you are an existing Duke patient with a Duke MyChart account.

If I use On My Way, will I still have to wait once I arrive?

Our staff are required to treat the sickest people first. This may mean that people who arrive after you will be seen sooner. We hope you understand the need to provide immediate care to people based on the severity of their illness. Thank you for your patience and understanding.

What if I’m late to my arrival time?

If you more than 15 minutes late for your slotted time, your saved time will no longer be available. We will do our best to accommodate you with a new estimated wait time.

Your Medical Record Frequently Asked Questions

When can I see my test results in Duke MyChart?

Most test results are released to Duke MyChart as soon as they are available. This means you may see results before your provider does. Please allow some time for your provider and team to review your results and contact you, if necessary, to discuss next steps.

At times, a short delay in contacting you may be needed so that your provider can get more information or coordinate your care with other health care teams. Some sensitive tests may be delayed one business day and in other cases there may be a longer delay in the results release.

Longer delays occur most commonly when you and your provider, decide that a delay in releasing to Duke MyChart is most appropriate in order to allow you and your provider to discuss the results before they appear in Duke MyChart.

Why are certain test results not shared electronically via Duke MyChart?

If you do not see certain test results in Duke MyChart, please call the office of the provider who ordered the test(s) and request the release of your results, or discuss with your provider during your next visit.

Due to the complexity and/or sensitive nature of some results, in some cases providers may prefer to discuss your results with you in person before releasing them to you electronically via Duke MyChart.

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

Thank you for your inquiry. All requests for amendments (changes) to your medical record should be documented on a Request For Amendment of Protected Health Information Form and submitted to Health Information Management at PO Box 3016, Durham NC 27710.

Within 60 days of receipt, the Health Information Management Department will respond to the request for amendment and if the response cannot be provided within sixty (60) days you will be notified of a needed 30-day extension to process your request. https://www.dukehealth.org/medical-records/requests-to-amend.

Visit Notes Frequently Asked Questions

What are visit notes?

Visit notes are where providers record important information:

  • What you have told us
  • What we observe when we examine you
  • What we know about objective medical facts related to your care
  • What our plan is for your care in the future

Notes contain a roadmap for how providers are going to address your preventive health care as well as your active medical problems. Notes are also used to outline a plan of action for your care including testing, recommendations for lifestyle changes, behavior modification, or treatment with medications.

As of February 1, 2016, many Duke Health providers will begin to share the visit notes written during your visit. The notes will be available online in your Duke MyChart account.

How do I find my provider’s visit notes?

Click on ‘Your Menu’ then ‘Visits’, scroll down to ‘Past Visits’, then click on the date of the visit and then click on the after visit summary.

If this does not include what you need you may contact Health Information Management at 1-919 384-7119.

Which visits are included?

Almost all visit notes for both outpatient and inpatient visits are released to Duke MyChart. There are very few exceptions to this rule. If you are not able to see a visit note and you are interested in obtaining these records, please contact our D

uke Health Information Management Office at (919) 384-7148.

Which visits are not included?

In some rare circumstances, visit notes will not be shared with patients via MyChart due to the sensitive nature of the visit.

Similarly, for reasons related to NC law and the confidentiality of adolescents, parents who hold a standard Duke MyChart proxy account for children between 12 and 18 years of age will not see notes related to the visits of their children.

What should I do if I have a question about a note?

Any questions about the content of a note should be directed to the provider who wrote it by sending a secure message using To contact a provider via MyChart.

Click on ‘Your Menu’, click on ‘Ask a question’, then click on ‘Message your Provider/Care Team’, select the provider you wish to send the message to from the drop-down box under ‘To the Team of:’, select a subject from the drop-down box.

Enter message, attach an image (if applicable), click Send. *Please be aware that drafts do not save if you leave this screen prior to sending your message.

Messaging your Duke Health Care Team Frequently Asked Questions

How do I send a message to my provider?

To contact your provider via MyChart – Click on ‘Your Menu’, click on ‘Ask a question’, then click on ‘Message your Provider/Care Team’, select the provider you wish to send the message to from the drop-down box under ‘To the Team of:’, select a subject from the drop-down box.

Enter message, attach an image (if applicable), click Send. *Please be aware that drafts do not save if you leave this screen prior to sending your message.*

If I send a message to my doctor or nurse, when can I expect a reply?

Your healthcare team is committed to responding in a timely manner. You will generally receive an answer in no more than 3 business days. Please note that Duke MyChart should not be used for urgent situations.

Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

Can I add an attachment to a message?

Yes. You can add an attachment such as a PDF or an image if your provider’s care team has indicated that this would help coordinate your care.

We do not recommend sending photos that have not been specifically requested by your clinician, as attached images cannot be used to make a diagnosis.

Attachments cannot be sent to Customer Service or Medical Records.

MyChart for My Family Frequently Asked Questions

May I view another individual’s (such as a family member’s) information in 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.

Proxy Access to a Competent Adult’s MyChart Account – Proxy access to a competent adult Duke patient’s MyChart account may be generally requested only by the patient for another adult with appropriate patient authorization.

Please complete the authorization form at https://www.dukemychart.org/Home/en-US/docs/11-29-2021%20MyChart%20Adult%20Proxy%20Authorization%20Form.pdf and bring to your next provider visit or fax to Duke Medicine Health Information Management, (919) 384-7148.

Proxy Access to the Information of an Incapacitated Adult – Proxy access to an incapacitated adult Duke patient’s MyChart account may generally be requested only by another adult with health care decision-making authority for the patient from the patient’s physician.

Certain requests, such as those by the patient’s legal guardian, healthcare agent or attorney-in-fact, must be accompanied by legal papers which establish such decision-making authority under North Carolina law.

Please complete the authorization form at https://www.dukemychart.org/home/en-US/docs/8-30-16%20MyChart%20Incapacitated%20Adult%20Proxy%20Enrollment%20Form.pdf and bring to your next provider visit or fax to Duke Medicine Health Information Management, (919) 384-7148.

Billing Questions Regarding Proxy Accounts – If you have billing questions regarding your proxy’s account, please contact customer service at 919-620-4555 or 800-782-6942.

You can also send an e-mail to customer service under your personal Duke MyChart account. Please visit https://www.dukehealth.org/duke-mychart/guides/teen-mychart for more information about teen MyChart accounts.

May I ask questions regarding a family member from my Duke MyChart account?

Under the Duke MyChart Terms and Conditions, your MyChart account must be used only to inquire about your health. However, you may ask questions about another Duke patient using proxy access to their MyChart account. The process for requesting proxy access is described above.

Please visit https://www.dukehealth.org/duke-mychart/guides/teen-mychart for more information about teen MyChart accounts.

Can my spouse and I share one Duke MyChart account?

Due to the sensitive nature of medical information, each adult (18 years and older) must sign and submit a Release of Information request and establish their own Duke MyChart account.

Please visit https://www.dukehealth.org/duke-mychart/guides/teen-mychart for more information about teen MyChart accounts.

Would you like to share your Duke MyChart with another Duke patient?

Click on Menu, go to Sharing, Click on Sharing Hub, Click on the option for family or close friend or caretaker. Click to give ongoing access to your MyChart account. You will now be able to invite someone to have access to your Duke MyChart account.

How do I terminate 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. Please visit https://www.dukehealth.org/duke-mychart/guides/teen-mychart for more information about teen MyChart accounts.

Billing questions regarding Proxy accounts?

Billing questions regarding Adult proxy accounts. Please send a message through the proxy’s Duke MyChart account to billing. Customer Service must have a verbal release of information form on file to discuss billing questions over the phone.

Scheduling Appointments Frequently Asked Questions

Can my teen (between the ages of 12-17) have access to MyChart?

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.

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.

Teens who sign up can even receive text reminders about up-coming appointments!

In order for your child to gain access to their own MyChart account, as the parent or legal guardian you must first obtain a Proxy Account for your child by speaking to staff in the office of your child’s provider or by contacting 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.

The teen must also have their own personal e-mail address in order to obtain maximum benefit from a Duke MyChart account.

Once you have an active Proxy Account for your teen’s health information established, from within your MyChart Proxy account for the teen you navigate to the Settings Tab, and in the associated Menu select “Request Account for Minor (12-17),” where you will be asked to complete electronic consent forms giving Duke permission to activate the account for the teen.

Minors (12-17) approved to activate a Minor (12-17) MyChart Account may access features that you may not be able to access through your personal or “proxy” MyChart account, including, but not limited to:

  • Allergy information
  • The ability to book, cancel and view appointments
  • Billing Account summary
  • Current health issues
  • Health trends
  • Hospital admission information
  • Immunization information
  • Letters with internal and external clinicians regarding Minor’s care
  • The ability to message and receive messages from Duke health providers, such as the Minor (12-17)’s doctors, that the Minor (12-17) has had an arrived visit with in the past three years
  • Medical history information
  • Medication information
  • MyChart Account information, including account preferences and settings
  • Preventative care information
  • Test results
  • Texting – Coming Soon.

I now have an active MyChart Proxy account for my teen, and I have completed the required parent / guardian consent forms from within my MyChart Proxy account. How will my teen receive the activation code that they need in order to gain access to their account?

To respect the spirit of NC law, and to preserve the confidentiality and improve the health of our teen patients, our goal is to make sure we deliver the activation code for this account directly to your teen.

If a provider is discussing the Teen Account directly with you during a face-to-face visit at a Duke Health facility, and you as the parent or guardian electronically sign the consent forms for the account during the visit, then your provider can complete the account activation process and print out an Activation Letter with a printed copy of the Activation Code to hand directly to your child before you leave.

If you complete your electronic consent forms on-line in your MyChart Proxy account outside of the context of a clinic visit, your consent forms are sent to Duke Customer Service who will then complete the request.

The next time you have a visit to a Duke Health location, a team member can provide your teen with a copy of an Activation Letter or an After Visit Summary containing their personal activation code. Please visit https://www.dukehealth.org/duke-mychart/guides/teen-mychart for more information about teen MyChart accounts.

What appointments can I schedule in Duke MyChart?

You can schedule an appointment with a provider you have seen in the past 12 months in the clinic where your visit occurred and who is participating in Duke MyChart appointment scheduling.

This includes primary care visits such as adult annual exams, pediatric well-child annual exams, sick and follow up visits. You may also schedule an appointment with your Primary Care Provider if you have one designated at Duke.

In addition to primary care visits, you may schedule:

  • Your annual screening mammogram
  • With Duke Student Health (for students of Duke University)

If you need ongoing treatment for an existing condition that requires a return visit with your specialist, you may schedule that visit in Duke MyChart if the provider is participating in Duke MyChart appointment scheduling.

If you need a specialist to address a new problem, please call our Duke Consultation and Referral Center at 855-855-6484. You may also submit our appointment request form to our appointment team who can help you schedule with a provider you do not have an established relationship with.

We’ve made some recent changes to online scheduling in MyChart to better protect our community. Until further notice, we are no longer able to offer the option of scheduling a near-term or “same day” appointment.

If you have a concern about COVID-19 infection, please call the Duke COVID-19 Hotline at 919-385-0429, 8a-8p seven days a week

What is the difference between scheduling an appointment and requesting one?

Scheduling an appointment means you have secured a date and time with a provider in a clinic where that provider practices.

An appointment request is used when you are unable to schedule with that provider in Duke MyChart and you need assistance from our appointment team to secure a date and time with that provider. This is useful for new problem visits with a specialist you have never had a visit with.

Why do I not see my provider listed as a scheduling option?

Providers are available for scheduling in Duke MyChart if you have seen that provider in a clinic visit within the past 24 months and the provider is participating in Duke MyChart appointment scheduling. If your provider is not available to schedule with online, or you need to schedule a visit with a specialist for a new or undiagnosed problem, please call 919-385-0435. Our Duke Consultation and Referral Center can help you secure the next available appointment.

Offers of earlier appointments

If you already have a scheduled appointment with your specialist, you can elect to be added to a list in the event an earlier appointment becomes available.

When speaking to a scheduling representative on the phone, you may be asked if you would like to be added to the list. If the specialty has an available list, you can add yourself from the Appointment Details screen in Duke MyChart. Click on Your Menu then Visits, select the Upcoming Visit you wish to obtain an earlier appointment with and click on ‘Get on the Wait List’.

If an earlier appointment becomes available, you will receive an email directing you to log in to your Duke MyChart account. Once logged in, you can see the details of the earlier appointment and elect to accept the earlier appointment offer or keep their existing appointment. Earlier appointments are offered on a firsWe 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. Further, Duke MyChart also uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session. Unlike conventional e-mail, all Duke MyChart messaging is done while you are securely logged on to our website.t-come, first-serve basis. If you have not accepted the offer, it will expire the following morning at 7am.

How is Duke MyChart 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. Further, Duke MyChart also uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session. Unlike conventional e-mail, all Duke MyChart messaging is done while you are securely logged on to our website.

What is your Privacy Policy

Duke MyChart is owned and operated by Duke MyChart 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 MyChart. Click here to read the full privacy policy.

I was logged out of Duke MyChart. What happened?

We aim to protect your privacy and security of your information. While logged into Duke MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out. We recommend that you log out of your Duke MyChart session if you need to leave your computer for even a short period of time.

What do I need to use Duke MyChart?


You can access Duke MyChart one of these ways:

The Duke MyChart Mobile Application: Accessing MyChart on your mobile device

On a computer connected to the Internet using an up-to-date browser (such as Chrome, Microsoft Edge, or Safari)

An Internet browser on your mobile device.

How can I switch to paperless billing?

Click on Your Menu then scroll down to Billing Summary then click on the bar that indicates “Save time while you save paper! Sign up for paperless billing”. Check the boxes for “Receive e-mail notifications” and “I understand that I will no longer receive statements in the mail,” and then click “Sign me up.”

Why does my MyChart balance differ from my paper statement?

MyChart balances are real time, therefore the balance may change due to payments and/or adjustments. Your statement is generated once a month and may have gone out prior to your account being updated.

I made a payment on the date of service. Why am I receiving a bill?

Your payment may have posted to another date of service or, based on your explanation of benefits from your insurance carrier, the amount owed may be greater than the amount paid on the date of service. Please contact customer service at 1-800-782-6945 or 919-620-4555 for more details.

I do not have my statement. Where do I send my payment?

You can view your statement and pay your bill in the Billing section of your MyChart account under Account Summary.

If you do not have a MyChart account, you can mail payments to PO Box 751274
Charlotte, NC 28275-1274

How do I obtain an itemized statement?

Please send a MyChart message to Customer Service or contact us at 919-620-4555.

I do not recognize the name of the physician on my statement.

Based on the services received, the physician listed on your statement may differ from the provider who performed the service. For example, if you see a Physician Assistant, Nurse Practitioner, Physical, Occupational or Speech Therapists, the supervising provider may be listed on the statement instead of the provider who rendered the services.

How do I print out a payment summary for this year? Or last year?

Please send a MyChart message to Customer Service or contact us at 800-782-6945 or 919-620-4555

Why can’t I see my older invoice

Accounts will no longer show once they’ve been closed for 60 days.

How can I add, remove, or edit my insurance information in My Chart?

Click Your Menu then click Insurance Summary. To add a coverage, click Add a coverage. To remove a coverage, click Remove coverage. To edit information for a coverage, click Update coverage.

Can I have my payments automatically drafted from my account?

To set up AutoPay, click on Your Menu then scroll down to Billing Summary then click on Manage payment plan.

My credit card declined but my bank shows it has processed.

If your card is declined, we have not received your payment. However, your banking institution may have placed these funds on hold pending our authorization. Since your card declined, we are not authorized to claim these funds. Please allow up to 3-7 business days for these funds to be released back to the account. For more information, please contact your banking institution.

The declined message “decline=avs” means wrong billing address. The declined message “decline=cvv” means wrong security code.

I cannot afford to pay the balance in full. How can I set up a payment plan?

Patients can set up their own payment plan through MyChart. Go to ‘Menu’ then select ‘Billing Summary’. Select ‘Set up Payment Plan’, then enter the dollar amount you would like to pay and the date you would like payment to be made. Next, enter the debit/credit/HSA card/bank account you would like to have the monthly payment drafted from. Finally, select ‘Start Plan’ to activate your payment plan. We request an initial payment when adding your card and setting up Auto Pay. You will be automatically enrolled in paperless billing at this time as well.

You will be automatically enrolled in paperless billing at this time as well.

If you are having difficulties setting up an interest free payment plan please send a MyChart Customer Service Message or contact us at 1-800-782-6945 or 919-620-4555.There are guidelines that payment plans must fit within. If these guidelines are challenging for you, Duke Health has a Financial Assistance Program. Please review our Financial Assistance policy criteria: https://www.dukehealth.org/paying-for-care/financial-assistance.

The application is accessible in MyChart by going to the Menu then scrolling down to Financial Assistance Application. You will receive a message via MyChart advising whether or not you have been approved for the program and at what percentage. If you are approved, the discount would be applied to all applicable balances and would be in effect for six months at which time you may reapply.

I am experiencing a financial hardship. Do you have financial assistance?

We offer financial assistance for those who qualify. Please download and submit the Financial Assistance Application, which can be found here. Processing takes about 3-6 weeks. Once completed, you will receive a letter in the mail indicating what discounts you qualify for, if any.

Why is my account in collections?

Generally, you are contacted four times (via billing statements, phone calls, and e-mails) during a 120-day period reminding you of your bill(s). During this period, you are expected to pay your bill(s) in full, establish a payment plan, or apply for financial assistance.

If the balance due is unpaid after the 120-day period, your account will be sent to a collection agency. Your credit may be impacted if the balance is not resolved 60 days after collection agency placement.

Below are answers to frequently asked questions about how we use Duke’s electronic health record (EHR) and MyChart Research Messages to share information with patients about Duke Research studies.

I received an email that I have a MyChart Research Message waiting for me but I can’t find it.

MyChart Research Messages won’t be found in your Messages location in MyChart. When you use an internet browser (like Chrome, Firefox, or Safari) to log into MyChart, you will find the messages in the Research Studies Tab (View Research Studies) under Quick Links. You will also be able to find them by clicking the Research Studies icon in the MyChart mobile app.

Why did I get a MyChart Research Message?

You received a MyChart Research Message because there is information in your medical record, such as your age group, and/or diagnosis or procedure code, that met the conditions for a research study.

For example, in order to do a study related to the effects of high blood pressure medication in women, a Duke researcher may be looking for adult female patients who:

  • Are age 35-75
  • Have a diagnosis of high blood pressure in their medical record
  • Have never had a stroke or heart attack
  • Take certain medications to control their blood pressure
  • Are not currently pregnant

We use a “search” feature in Duke’s EHR to identify women who may meet those conditions so that we can send them a message about the study.

How did the researcher get permission to contact me?

Duke Researchers must submit their study plans to the Duke University Health System Institutional Review Board (IRB) if they plan to use the EHR to identify patients and send them MyChart Research Messages about their study. It is the IRB’s job to protect the rights and welfare of people who volunteer to participate in research.

The IRB reviews and approves the patient identification plan and the content of the Research Message before the message can be sent to any patients.

The message is then sent by a program within Duke’s EHR, managed by a group of analysts in the Duke Office of Clinical Research.

Do the researchers look at my medical record or know my name?

It depends.

Most of the time, the research team does not look at your medical record before these messages are sent. A search feature within Duke’s EHR is used to identify patients who may meet the conditions for the research study. Once those patients are identified, an automated process sends the approved MyChart Research Message to them.

Sometimes, members of the research team review individual EHR records prior to sending a MyChart Research message to help ensure, with more accuracy, that they are reaching patients that may be eligible for the study. However, they do not share any information from these records with anyone else other than for the purpose of identifying potentially eligible participants for their specific study. All research team members who review EHR records are held to the highest standards of privacy.

The entire process is overseen and managed by a group of Duke faculty and staff that includes nurses, ethicists, clinicians, analysts, research and communication specialists. Members of this team review all of the messages and plans for identifying patients before they are sent to ensure the following:

  • The plan and message have been reviewed and approved by the IRB
  • The number of MyChart Research Messages that the patients have received is reasonable
  • The patients who will be sent the message have not opted-out* of being contacted about research studies
  • The process adheres to all HIPAA privacy standards required by law and the Duke Health System

*For information about “opting-out” of being contacted about research studies based on information in your medical records, please review the Duke Health Notice of Privacy Practices.

What happens if I ignore or delete this message?

Your care at Duke University Health System will NOT be affected if you ignore or delete the message. You never have to respond to any MyChart Research Messages.

If you accidently delete the message and would be interested in getting more information about the study, you can contact a member of your clinical care team who will be able to see the title of the studies for which you have received MyChart Research Messages. You can also contact myRESEARCHpartners at myRESEARCHpartners@duke.edu to get contact information for that study.

Your decisionWhat if I think I shouldn’t have received a specific MyChart Research Message because I don’t think I meet the qualifications the researcher is looking for? whether to join a research study will never affect the care you receive from Duke.

What if I think I shouldn’t have received a specific MyChart Research Message because I don’t think I meet the qualifications the researcher is looking for?

Searches of EHR records are not precise and can identify patients who are not actually eligible for a study. If you feel you received a MyChart Research Message based on incorrect information in your medical record, you can discuss this with someone in your clinical care team.

Or you can contact your provider or fill out a Request to Amend Protected Health Information form and send it to:

Health Information Management
PO Box 3016
Durham, NC 27710

Who should I contact if I have more questions about MyChart Research Messages?

Please call 919-681-5698 or email myRESEARCHpartners@duke.edu if you have more questions about MyChart Research Messages or Duke Research in general.

What is My Duke Health?

YMy Duke Health is an easy way for patients to stay connected with Duke Health and access their Duke MyChart login. The My Duke Health mobile application puts Duke Health resources at your fingertips. Download the mobile application to access urgent care wait times, information about urgent care virtual visits, browse health education resources, research trials, Duke specialty care services, the latest news and posts from Duke Health, and more! Through the My Duke Health app, log in to your Duke MyChart account to access all the features of your Duke MyChart account.

What is the difference between My Duke Health and Duke MyChart?

My Duke Health now includes your Duke MyChart account and more. My Duke Health allows you to access popular Duke Health content easily without logging in or searching through the web. From My Duke Health you can log directly into your Duke MyChart account to access your personal account features.

I currently access Duke MyChart through the MyChart app. Can I still use this application on my phone?

The MyChart application will still be available for Duke MyChart use for a limited time. It is recommended to access your Duke MyChart account through the new My Duke Health app and discontinue use of the MyChart application. All features of your Duke MyChart account can be accessed through the My Duke Health app.

If I use My Duke Health, can I still have multiple MyChart accounts linked together or access family member accounts through proxy?

Yes, My Duke Health allows you to access your Duke MyChart account and all the features you are familiar with, including linked accounts from multiple organizations and proxy access for family members.

Accessing My Duke Health and your Duke MyChart on your mobile device

Smartphone

The My Duke Health mobile application puts Duke Health resources at your fingertips. Download the mobile application to access urgent care wait times, information about urgent care virtual visits, browse health education resources, research trials, Duke specialty care services, the latest news and posts from Duke Health, and more! Through the My Duke Health app, log in to your Duke MyChart account to schedule appointments, view test results, medications, immunizations, appointments, and upload health and fitness data.

The My Duke Health app is currently available on the Apple® App StoreSM and the Android MarketTM.

Are you viewing this page on your mobile device?

Download for iPhone
Download for Android

Instructions:

  • After download to your device, launch the application. To log in, select ‘Log In to Duke MyChart.’
  • Log in using your MyChart username and password or preferred authentication method (Face ID, fingerprint, etc.)

Can I still use the MyChart application on my mobile device?

The MyChart application will still be available for Duke MyChart use for a limited time. It is recommended to access your Duke MyChart account through the new My Duke Health app and discontinue use of the MyChart application. All features of your Duke MyChart account can be accessed through the My Duke Health app.

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