Frequently Asked Questions

General Questions
What is myPennMedicine?
Who is eligible for myPennMedicine?
Is there a fee to use myPennMedicine?
Security and Privacy
Is myPennMedicine secure?
What are your HIPAA privacy practices?
What patient privacy options are available?
What are the Penn Medicine privacy policies?
Sign Up for myPennMedicine
How do I sign up for myPennMedicine?
Who can sign up for myPennMedicine?
What is an activation code?
My activation code doesn't work!
Is my activation code my username?
My Username and Password
How do I choose my personal myPennMedicine username and password?
How does the password reset question and answer work?
What if I forget my password?
What if I forget my myPennMedicine username?
Can I create my own password and change it when I want?
My Personal Information
If some of my health information on myPennMedicine is not correct, what should I do?
How can I update my telephone number in myPennMedicine?
How can I update my address in myPennMedicine?
How can I update my email address in myPennMedicine?
Technical Requirements
What do I need to use myPennMedicine?
Why do I need an internet email address to use myPennMedicine?
I don't have an email address, how do I get one?
Using myPennMedicine
Test Results
Can I view test results in myPennMedicine?
When will my test results be available in myPennMedicine?
Messaging
Can I email my physician through myPennMedicine?
How do I communicate my medical concerns?
How do I share health related files with my provider?
Medications and Prescriptions
Who sees my request for prescription renewal?
How long does it take if I request a prescription renewal through myPennMedicine?
Why do some of my medications say "Provider Outside" where the doctor's name should be?
Why is the "Request a Renewal" link missing for some of my medications?
Appointments and Scheduling
What is a scheduling ticket used for?
Medical Records
How do I obtain a full copy of my medical record?
Pre-Check In
What is Pre-Check In?
How soon before an appointment can I use Pre-Check In?
Why do I only see this available for certain appointments?
Billing
What forms of payment are accepted through myPennMedicine?
When I pay my bill online with myPennMedicine, will my payment information be safe and secure?
Can I use myPennMedicine to set up a payment plan?
Can I cancel an online payment made through myPennMedicine?
Does Penn Medicine offer paperless billing?
What if I have questions regarding payments, statements or billing information?
Proxy Access
What is proxy access?
Getting Help
What if I need help?

Still have questions?

Call the myPennMedicine system administrator at 866-614-7606.

General Questions

What is myPennMedicine?

myPennMedicine offers patients personalized and secure on-line access to portions of their medical record. It enables you to securely use the Internet to help manage and receive information about your health.

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Who is eligible for myPennMedicine?

myPennMedicine is presently available to current Penn Medicine patients.

There are two ways to sign up

  1. To sign up now request an activation code online
  2. Request an activation code the next time you visit your doctor's office.

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Is there a fee to use myPennMedicine?

myPennMedicine is a free service offered to our Patients.

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Security and Privacy

Is myPennMedicine secure?

Yes. myPennMedicine is a secure Internet site that provides encrypted communication in full compliance with State and Federal requirements. Access is granted only to users that have registered with their health care clinic. Access to your health information in myPennMedicine is secured by your personalized ID and password, known only to you. Unlike conventional e-mail, all myPennMedicine messaging is done while you are securely logged on to our website. To prohibit unauthorized access, all medical information is stored safely behind our firewall in our electronic medical record system.

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What are your HIPAA privacy practices?

The HIPAA Notice of Privacy Practices describes how health information about you may be used and disclosed and how you can get access this information.

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What patient privacy options are available?

Penn Medicine offers an array of options that allow our patients to control the privacy of their health information. For details please review our patient privacy options.

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What are the Penn Medicine privacy policies?

The Penn Medicine privacy statement describes Penn Medicine's commitment to your privacy and online privacy principles.

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Signing Up for myPennMedicine

How do I sign up for myPennMedicine?

  • For patients aged 18 and older:

    To sign up for myPennMedicine, you will first need an 'activation code.' You may already have an activation code, which was printed on the After Visit Summary from your last appointment.

    If you do not have an activation code, there are two ways to request one:

    1. You may request an activation code online.
    2. You may contact your doctor's office and ask them to send you an activation code by email.

    Once you have your activation code, you can activate your account online.

  • For patients aged 14-17:

    For patients aged 14-17, the process for signing up is different. Talk to your doctor at your next appointment about creating a myPennMedicine account. Your doctor must approve your access to sign up for a myPennMedicine account.

  • For parents or guardians of minor children:

    Parents and guardians may request access to their child's myPennMedicine account. This access is known as "proxy" access. To request proxy access, the parent or guardian must first have a myPennMedicine account and complete a form at your or your child's doctor's office.

    Note: adults may grant proxy access to their own myPennMedicine accounts to another person with a registered myPennMedicine account.

    Read more about proxy access for myPennMedicine.

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Who can sign up for myPennMedicine?

myPennMedicine is available to all current Penn Medicine patients.

There are two ways to sign up

  1. To sign up now request an activation code online
  2. Request an activation code the next time you visit your doctor's office.

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What is an activation code?

Your activation code is the unique identifier you will use, along with your Social Security number and date of birth, to log into myPennMedicine for the first time. The first time you log in you will click on the New User link and follow the instructions to enter your activation code. THESE CODES REQUIRE CORRECT USE OF UPPER AND LOWER CASE LETTERS, SO PLEASE ENTER THEM ACCURATELY.

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My activation code doesn't work!

For your security, your activation code may expire . If you believe that your activation code has expired call customer service at 866-614-7606.

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Is my activation code my username?

No, your activation code is not your myPennMedicine username or password. You use the activation code only once to log into myPennMedicine the first time. When you log into myPennMedicine the first time, you will be asked to create your own unique myPennMedicine username and password.

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My Username and Password

How do I choose my personal myPennMedicine username and password?

During your first log in to myPennMedicine, you will be prompted to create a login Username and Password. This is the username you will use every time you login into myPennMedicine. Once selected, your myPennMedicine username cannot be changed. Choose a username and password that is unique to you and easy for you to remember. Avoid using a username or Password that is easy for others to guess such as your first or last name.

  • Your username must be between 6 and 18 characters long. Only letters or numbers are allowed and it cannot contain any spaces.
  • Your password must be a minimum of 8 characters long and must include at least one number and one letter.
  • Remember to also enter an email address so that myPennMedicine can notify you when you have new information.

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How does the password reset question and answer work?

The password reset question and answer set will allow you to reset your password if you forget it, or allow you to change your password at any time you wish.

When you login the first time and setup your personal myPennMedicine username and password, you can also specify a password reset question and matching answer. Common password reset questions are:

  • "Where were you born?"
  • "What is the name of your first pet?"

Once you select your password reset question you will enter the correct answer to the question.

In the future, if you have forgotten your password or simply wish to change it, you can click on the Forgot Password? link on the login page. The system will ask you the password reset question. If you correctly answer this question, you will be allowed to reset your password.(Please keep in mind that your password reset answer cannot be the same as your myPennMedicine password.)

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What if I forget my password?

You can set up a new password by completing the "Forgot Password?" form. Follow the instructions, correctly answer your password reset question and you will be allowed to reset your password.

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What if I forget my myPennMedicine username?

Please fill out the "Login Recovery" form to have your myPennMedicine username sent to your e-mail account.

If you do not remember any of this information, or you do not have a valid e-mail address on file, you will have to contact your myPennMedicine system administrator to help you regain access to your myPennMedicine account at 866-614-7606.

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Can I create my own password and change it when I want?

Yes, your password can be changed online at any time by choosing "Change Password" under My Profile. Please keep your password confidential and do not share it with anyone. If you believe that someone has found out your password, please change it.

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My Personal Information

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

Your myPennMedicine 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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How can I update my telephone number in myPennMedicine?

Click on My Profile and select the "Change Address" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and your myPennMedicine will be updated.

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How can I update my address in myPennMedicine?

Click on Preference and select the "Address/Email/Phone" link. Make your corrections and click "Accept Changes". A message will be sent to your physician's office with your new information and your myPennMedicine will be updated.

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How can I update my email address in myPennMedicine?

Click on My Profile and select the "Change E-mail Address" link. Enter your new email address and then click the "Submit Changes" button. This will instantly update your info in myPennMedicine and your electronic medical record.

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Technical Requirements

What do I need to use myPennMedicine?

You need access to a computer connected to the Internet, an up-to-date browser and an email address.

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Why do I need an email address to use myPennMedicine?

When new information is sent out to your myPennMedicine account you will also get an email to let you know that new information is available.

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I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts. Check with your local library for more information.

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Using myPennMedicine

Test Results

Can I view test results in myPennMedicine?

Results for tests taken at a Penn Medicine practice, outpatient facility or hospital may be made available on myPennMedicine. Depending on the type of test, results may be released three to 30 days after they are completed. Because your privacy is important to us, sensitive test results, such as genetic screenings or HIV status, will not be shared on myPennMedicine. Your care provider will contact you privately with these results. If you receive an abnormal result, or if you have any questions about a result, please contact your provider.

When will my test results be available in myPennMedicine?

How long until test results appear in myPennMedicine
Type of Test Result When Results May Be Available
Outpatient
Lab 3 business days
Radiology 3 business days
Pathology up to 30 days
Sensitive Please contact provider
Emergency Room
Lab and radiology Results of tests completed during your visit will be available when you are discharged.
Inpatient
Results completed during your stay Available when you are discharged.
Results completed after your stay May be available three to 30 days after you are discharged, depending on the type of test. Please see the Outpatient test categories above for details.

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Messaging

Can I email my physician through myPennMedicine?

myPennMedicine is not an email system and we do not recommend sending any confidential information through standard Internet email due to security concerns. You will be asked to provide an email address so that you can receive email notification to log on to myPennMedicine whenever new information has been made available.

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How do I communicate my medical concerns?

myPennMedicine is not used to communicate medical concerns to your Doctor.
IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

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How do I share health related files with my provider?

From your computer, simply scan the file(s) you wish to share with your Penn Medicine Care Team, attach it to a Contact Your Care Team message, and your provider will receive your file electronically to use as part of your visit and may keep as a part of your medical record. Please submit no more than 2 files for review at any one time. We accept the following file types: JPEG, JPG, PNG, PDF (Maximum size: 8192KB).

Please note that your Penn Medicine provider will not accept or look at file(s) not specifically requested by your provider or practice. This feature is for non-urgent issues. As always, please dial 911 for emergency medical issues.

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Medications and Prescriptions

Who sees my request for prescription renewal?

Many people on your health care team are involved with these types of requests. Please do not include personal health information intended for your doctor. A prescription renewal is not a method by which to communicate electronically with your physician on health related matters.

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How long does it take if I request a prescription renewal through myPennMedicine?

Every attempt is made to process prescriptions renewals within 3 business days of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received and processed within 3 business days of the next business day.

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Why do some of my medications say "Provider Outside" where the doctor's name should be?

Your Physician will document all medications in your electronic medical record. If your Physician did not originally prescribe the medication you wish to renew but documented them in your record, you will see "Provider Outside" in the provider information listed on the medication page. Medications in this category cannot be renewed through myPennMedicine.

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Why is the "Request a Renewal" link missing for some of my medications?

Medications that have been prescribed by a UPHS authorizing physician who is not up on either EpicCare or myPennMedicine cannot be renewed through myPennMedicine. The "Request a Renewal" link will not show up in this case.

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Appointments and Scheduling

What is a scheduling ticket used for?

Scheduling tickets can be used to schedule a procedure or test ordered by your provider. Once your provider places the order, you will receive an alert that you have a new scheduling ticket. Click on the ticket to schedule your approintment for the procedure or test ordered by your provider. Contact your provider's office if you have questions about the times available or need assistance scheduling the appointment.

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Medical Records

How do I obtain a full copy of my medical record?

For information on requesting a copy of your medical records refer to the Authorization to Release Medical Records information on pennmedicine.org

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Pre-Check In

What is Pre-Check In?

Pre Check-in allows patients to complete some preprocessing tasks on myPennMedicine and the myPennMedicine app up to four days before visiting a Penn Medicine provider. This allows for expedited check in when they show up to their appointment.

Pre Check-in lets patients:

  • Verify and update demographics and patient information
  • Verify and request updates for preferred pharmacies, medications, allergies and health issues
  • Complete questionnaires
  • Sign some documents electronically

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How soon can I use Pre Check-In for an appointment?

When available, you can use Pre Check-In for up to four days prior to a scheduled appointment.

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Why do I only see this available for certain appointments?

While Pre Check-In is available for the majority of outpatient appointments at Penn Medicine, there are a few exceptions, including lab/laboratory visits and radiology (X-rays and other imaging).

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Billing

What forms of payment are accepted through myPennMedicine?

At this time credit cards such as Visa®, MasterCard®, American Express® and Discover Card® are accepted through myPennMedicine. Learn more about additional payment options accepted at Penn Medicine.

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When I pay my bill online with myPennMedicine, will my payment information be safe and secure?

To ensure that your information is safe and secure, all myPennMedicine payments are made through a secure third-party company called TrustCommerce, one of our nation's largest and trusted payment networks. As a result, Penn Medicine is never in possession of your credit card information. Instead, with your approval (via the "Remember my card" option), Penn receives a "token" that may be reused by you at a later date to authorize additional payments.

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Can I use myPennMedicine to set up a payment plan?

Not at this time, but if you are interested in discussing a payment plan, please contact Billing Office Customer Support at 800-406-1177. Learn more about financial assistance.

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Can I cancel an online payment made through myPennMedicine?

If you made an error when making a payment, please contact Billing Office Customer Support at 800-406-1177.

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Does Penn Medicine offer paperless billing?

Not at his time, but this is planned as a future enhancement.

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What if I have questions regarding payments, statements or billing information?

Visit the Penn Medicine Payment Center website, send a message to Billing Office Customer Support (found under the Messaging tab > Ask Customer Service - Billing) or call us at 800-406-1177.

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Proxy Access

What is proxy access?

Proxy access means that a person with a myPennMedicine account has full or partial access to another person's myPennMedicine account. With full access, proxies can view test results and other clinical information, schedule appointments, send messages, and complete other tasks on behalf of the patient for whom they are serving as a proxy.

You must sign-up for proxy access at your or your family member's doctor's office. Your doctor's office can assist with providing you with a myPennMedicine account if you do not already have one and/or are not currently a Penn Medicine patient.

There are four types of proxy access:

  1. Full proxy access to a child: This type access can be granted to one or more parents or guardians of children under 14. It provides the proxy with full access to the child's clinical information and other features in myPennMedicine.
  2. Full proxy access to adolescent: This type of access can be granted to one or more parents or guardians of children aged 14-17 with the consent of the adolescent patient. It can be revoked by the patient at any time
  3. Partial proxy access to an adolescent: This type of access can be granted to one or more parents or guardians of children aged 14-17. This access is limited to viewing allergies and immunizations
  4. Full proxy access to an adult: This type access can be granted to one or more adult proxies at the request of the patient for whom proxy access is being granted. It can be revoked by that patient at any time.

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Getting Help

What if I need help?

Technical support is available 24 hours a day, 7 days a week by calling 866-614-7606. In addition, you may contact technical support through your myPennMedicine account by clicking on "Ask a Question" in the Messaging menu.

Please note we can only answer technical support questions about myPennMedicine. For questions about your health care, please contact your doctor's office.

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