Enrollment Questions
What is Riverside MyChart?
Is there a fee to use Riverside MyChart?
Who can sign up for Riverside MyChart?
How do I sign up?
Who do I contact if I have further questions?
My activation code has expired or does not work. What should I do?
Messaging
Which Riverside providers can I send a message to in Riverside MyChart?
If I send a message to my doctor, when can I expect a reply?
I am not receiving email alerts that I have new information in Riverside MyChart. Why?
I can't see my doctor to send a message to. What should I do?
Your Medical Record
What test results can I see in Riverside MyChart and when?
What should I do if I notice that something is not correct or if I need to make a change to the information I see?
Can I make an online payment for another?
What is Happy Together?
Can I check-in for my appointment using Riverside MyChart?
Riverside MyChart For My Family and/or Proxy
Can I view a family member's health record in Riverside MyChart?
Can I ask questions regarding a family member from my Riverside MyChart account?
Can my spouse and I share one Riverside MyChart account?
Can anyone become a proxy on my account?
I'm a proxy, and I'm having problems getting into the account for which I am a proxy.
Can I cancel/revoke proxy access for a person I granted access to?
Technical Questions
How is Riverside MyChart secure?
What is your Privacy Policy?
I was logged out of Riverside MyChart. What happened?
I see a "LOGIN UNSUCCESSFULL" error. What should I do?
I received a temporary password. What happens now?
What type of computer do I need to use Riverside MyChart?
How do I get Riverside MyChart on my phone?
What Internet browser should I use?
When I log in, it says that you need to "Enable Session Cookies" to log in. What should I do?
When I try to log in, the wrong information automatically appears in the Riverside MyChart Username and Password. How do I remove this information?
Scheduling Questions
Which provider am I able to direct schedule an appointment with in Riverside MyChart?
What types of appointments can I schedule in Riverside MyChart?
UserId, Password, and Security
I forgot my password and/or my userid. What should I do?
Where can I update my password?
Where can I update my email address?
Is my access code my user ID?
What personal information can I update in Riverside MyChart?



What is Riverside MyChart?

Riverside MyChart offers patients personalized and secure online access to portions of your Riverside medical record. With Riverside MyChart, you can:

  • View your medical history, patient education, diagnoses, medications, immunizations, and most lab and test results.
  • Easily submit corrections/additions to your medications, problems, and allergies; once approved by your provider, these updates automatically appear in your Riverside electronic chart.
  • Request appointments and prescription renewals.
  • Securely and confidentially communicate with your health care team.
  • Grant access to Riverside MyChart to other adults via proxy access, as well as export portions of your chart to bring to other healthcare institutions.
  • Request copies of your medical record
  • View your medical billing statements and make payments online
  • Schedule an appointment with participating Physician practices
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Is there a fee to use Riverside MyChart?

Riverside MyChart is a free service offered to Riverside patients (or their authorized representatives) seen at any of our Riverside facilities.

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Who can sign up for Riverside MyChart?

Any Riverside patient 13 and older or their patient representative 18 and older may sign up for Riverside MyChart.

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How do I sign up?

  • I received an activation code: From the MyChart home page, select "Use Your Activation Code". Generally, the signup process is initiated by generating an activation code for the patient during a Riverside visit. The activation code is a random alphanumeric code that is for one-time use only. It is 15 characters, and expires after 30 days after issue. You can sign up at home when it's convenient for you. The patient enters this activation code in Riverside MyChart, along with the following identifiable personal information: last 4 digits of your SSN and your date of birth. MyChart then validates the code as well as the personal information. After successfully entering this information, patients can choose their own unique login ID and password. All patients over age 13 will have an activation code on their After Visit Summary received at the end of a Riverside visit.
  • Request an activation code: From the MyChart homepage, select "Sign Up Online". If you don't have a code or the code you received is no longer active, you can still signup online. Complete all items in the online request form, complete the reCaptcha Challenge and click Submit". If all your information matches, an activation code will be sent to the email address you provide. If your information didn't match our records exactly, don't worry, an analyst will receive your request and send you a code once your information is validated.
  • Contact Riverside MyChart: Customer Service Center 8 a.m. to 5 p.m. weekdays: (757) 534-9440.
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Who do I contact if I have further questions?

You may contact our Riverside MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: (757) 534-9440. You can email us at mychart@rivhs.com.

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My activation code has expired or does not work. What should I do?

Contact our Riverside MyChart Customer Service Center, available weekdays 8 a.m. to 5 p.m at (757) 534-9440, or at mychart@rivhs.com. After we verify your information, a new code will be sent via email.

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Which Riverside providers can I send a message to in Riverside MyChart?

Generally, you should be able to communicate with your Primary Care Physician (PCP) and any provider whom you have had a completed visit with in the last year (since March 1, 2017) or with whom you have a scheduled appointment in the next 180 days. If you don't see your provider listed in the message form, you can contact the office directly or you may contact the Riverside MyChart Support Desk for assistance: (757) 534-9440 weekdays 8:00am-5:00pm or at mychart@rivhs.com.

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

You will generally receive an answer within two business days. Please note that Riverside MyChart should not be used for urgent medical matters. Please contact your healthcare provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

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I am not receiving email alerts that I have new information in Riverside MyChart. Why?

Alerts only are sent out if new information (lab results, messages, appointment reminders) appears in Riverside MyChart and you have not already been notified. MyChart will not send multiple notifications. If you are not receiving alerts, it could be for one of the following reasons: we have an incorrect email on file, or you have unread messages/notifcations that you have already been notified about. If you still have a concern, please contact us at (757) 534-9440 weekdays 8:00am-5:00pm or at mychart@rivhs.com.

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I can't see my doctor to send a message to. What should I do?

Riverside MyChart allows you to send messages to a provider who you are scheduled to see within the next six months, or, a provider you have seen in the past year (after 3/1/2017). If you believe you have seen the doctor in this timeframe and he/she is not in your drop-down menu, please contact our Riverside MyChart Customer Service Center, available weekdays 8 a.m. to 5 p.m at (757) 534-9440, or at mychart@rivhs.com. Prior to 3/1/2017, Riverside was not able to convert past appointments into our iCare record system so that the completed appointment could be used to add providers to your communication list. If you call us, however, we can verify your past appointments and add your provider as a Care Team member. You will then be able to message him/her. As a reminder, Riverside MyChart should not be used for urgent or acute health matters. Please contact your healthcare provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

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What tests results can I see in Riverside MyChart and when?

You can see most tests from your outpatient visits (dated March 1, 2016 to present) and test results from inpatient stays or emergency room visits at Riverside hospitals (dated June 1, 2016 to the present), as well as those tests completed by a Riverside lab. If you wish to see historical test results, you may need to contact your doctor to manually release those results. In an effort to get your test results to you as soon as possible, many test results are available in Riverside MyChart within 4 days of being resulted. This means that sometimes you'll see the results before your doctor; thank you in advance for your patience in allowing your physician time to communicate with you about your test results. Since you are viewing the full, unedited results, some of the language may not be familiar to you and might even be confusing or concerning. Please discuss any questions raised by these results at your next visit. See below for more details on test results in Riverside MyChart.

  • All Normal Results: Automatically released immediately to Riverside MyChart
  • Inpatient Results: Automatically released to Riverside MyChart 36 hours after discharge from the facility.
  • Abnormal Results: Automatically released to Riverside MyChart 4 days after the result is finalized.
  • "Life altering" Test Results: These sensitive results are released to your Riverside MyChart 10 days after the result is finalized:
    • Sexually Transmitted Diseases (Chlamydia, Gonorrhea, Herpes Simplex/HSV, RPR, Trichomonas, HPV)
    • HIV and HTLV
    • Pregnancy
    • Genetic Tests
    • Drug Screens
    • Hepatitis B & C
  • All Results: Physicians have the option to manually release a result at any time per his/her discretion or at your request. Physicians may also elect to “unrelease” a result at anytime per their discretion.

If there is a result that you do not see in Riverside MyChart and wish to, please contact the ordering provider's office to discuss with your provider or health care team.

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What should I do if I notice that something is not correct or if I need to make a change to the information I see?

Your Riverside MyChart information comes directly from your electronic medical record. You have the ability to electronically request changes to your allergies, medications or current health issues in these areas. Any changes you request will be reviewed and updated at your next in-person visit. For additional requests, please call or message your provider's office to request the updates you would like to be made. In some instances, providers may elect to make the change at your next office visit.

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Can I make an online payment for another?

Located under the log-in screen is the "Pay as a Guest" feature. This allows users to find the guarantor name and account number on their statement and pay any medical bills as a guest through MyChart.

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What is Happy Together?

Happy Together in Riverside MyChart is part of a larger design philosopy across applications and organizations.Now it is possible to access your health information from other organizations within your Riverside MyChart account. Medications, allergies, and health issues from all organizations appear together to give you a fuller picture of your healthcare.If you have an active MyChart account at other organizations, you can also see test results, messages, and appointments in a combined view and take follow-up actions, such as sending a message, without having to log in to a different account.

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Can I check-in for my appointment using Riverside MyChart?

Yes, eCheck-in is available as early as 7 days up until the time of your appointment. Information for eCheck-in will include demographics, current pharmacies, ability to collect pre-payment, outstanding balances and copays. During eCheck-in, you can also take care of reviewing and signing consent forms using the new e-signature feature.

eCheck-in is available on the Riverside website and MyChart app.

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Can I view a family member's health record in Riverside MyChart?

Yes, you can view another person's Riverside MyChart with appropriate consents. This is called proxy access and allows you to log into your personal Riverside MyChart account, and then connect to another person's Riverside MyChart account. Proxy Access allows a parent, guardian, family member, or other trusted individual to view all medical information contained in a patient's account. All proxies must by 18 yrs or older and require completion of the Proxy Access Request Form, then submit the form in person at a physician practice. All forms must be presented with proper ID verifying your identity and/or if required, accompanied by a copy of the legal paperwork verifying the patient's medical power of attorney or legal guardianship designation. Riverside offers the following types of full proxy access:

  • Adult Accessing Adult: Riverside patients over age 18 can appoint any other adult as a proxy.
  • Parent Accessing Child: Parents of children age 0-12 can request full proxy access to their child's medical record. Please ask about parent proxy access at your child's next doctor's appointment.
  • Adult Accessing Adult Medical Power of Attorney or Legal Guardian: This option is available to adults who are the Legal Guadian of the adult patient or who have Medical Power of Attorney to handle the care of the patient.
  • Parent Accessing Child Medical Power Power of Attorney or Legal Guardian: This option is available to adults who are the Legal Guadian of the minor patient 0-17 or who have Medical Power of Attorney to care for the minor patient.
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Can I ask questions regarding a family member from my Riverside MyChart account?

Yes, as long as you have been granted proxy access to his/her account, and ask the question in your proxy view. If you mistakenly ask a question about another individual from YOUR account, the information is placed in YOUR health record, which could potentially jeopardize medical care.

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Can my spouse and I share one Riverside MyChart account?

No, due to the sensitive nature of medical information, each adult must establish his/her own Riverside MyChart account.

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Can anyone become a proxy on my account?

Patients over 13 can select any other adult to become a Riverside MyChart proxy. Proxies for patients 17 and under are limited to parents and legal guardians.

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I'm a proxy, and I'm having problems getting into the account for which I am a proxy.

Patients have the ability to control proxy access, and can choose to start/stop proxy access at any time. There are also built in system terminations for certain types of proxy access and are listed below:

  • Parent Accessing Child 0-12 yrs: Termination of access occurs when the child turns 13. This allows the teen to establish their own MyChart access. Proxy access to your teens account requires the teen's permission.
  • Parent Accessing Teen 13-17 yrs: If your teen has previously authorized your proxy access, that access is automatically expires at age 18 when the teen becomes an adult. Proxy access must be reauthorized by the patient.
  • Adult Accessing Child with Power of Attorney/Legal Guardian: When the child turns 18, proxy access expires, and he/she must give permission to continue the proxy relationship.

Click on Profile>Personalize to see whose Riverside MyChart account you can view, and who can view your Riverside MyChart. If you no longer see the name of the person under the "Whose Records Can I View" heading, then you should talk with him/her to find out more information. If the name is listed there, and you are having difficulties connecting, please call our Riverside MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: (757) 534-9440, or at mychart@rivhs.com.

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Can I cancel/revoke proxy access for a person I granted access to?

Yes, a patient can revoke proxy access to any of their proxies at anytime by any of the following methods:

  • Logged into Riverside Mychart, go to Profile>Personalize>Who Can View My Record
  • Complete a Revocation of Proxy Access Request Form and submit to your physician practice

Proxies cannot manage proxy access for the patient they represent online. Please call the patient's physician practice for assistance in updating any proxy access. You may also contact our Riverside MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: (757) 534-9440, or at mychart@rivhs.com.

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How is Riverside MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal IDs, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, Riverside MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your Riverside MyChart session. Unlike conventional email, all Riverside MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

Our user's privacy is a Riverside priority. Riverside protects your privacy by the following:

  • MyChart is owned and operated by MyChart and is fully compliant with federal and state laws pertaining to your privacy.
  • Riverside does not directly market to you any services unless you have either provided written consent or opted in by cell phone, text message, email, or Riverside MyChart preferences.
  • Riverside does not distribute any personal information about you, including your email, phone number, name, billing information, or any other piece of identifying information, accept for treatment, payment, or healthcare operations.
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I was logged out of Riverside MyChart. What happened?

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

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I see a "LOGIN UNSUCCESSFULL" error. What should I do?

If you tried to login five times or more and were unable to access Riverside MyChart, we have locked your account for security reasons. To reactivate your account, please contact our Riverside MyChart Customer Service Center, available weekdays 8 a.m. to 5 p.m at (757) 534-9440, or at mychart@rivhs.com. After verifying your identity, we will give you a temporary password to use to login; you'll then be asked to create a new password.

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I received a temporary password. What happens now?

Please login to the Riverside MyChart website using your username and the temporary password you were given. If you are using a mobile phone, please use the Riverside MyChart Mobile App. Once you login, you will see a "Create A New Password" page. This page will ask you to create a new password. You will need to enter a new password of your choice, and retype that new password for confirmation. Once you click next, you will be logged into Riverside MyChart. For future logins, use the new password you just created.

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What type of computer do I need to use Riverside MyChart?

You can access Riverside MyChart from any computer connected to the Internet and an up-to-date browser (such as Internet Explorer, Google Chrome, or Mozilla Firefox). You can also view Riverside MyChart from your iPhone or Android phones. Go to Apple® App Store or the Android™ Market to download your Riverside MyChart Mobile App.

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How do I get Riverside MyChart on my phone?

From your smart phone, visit your Apple® App Store or the Android™ Market to download your Riverside MyChart Mobile App. The mobile app itself is produced by Epic Systems Corporation, the vendor that provides Riverside the Riverside MyChart software. Once downloaded, open the app, accept the standard End User Agreement, and select/type Riverside as your Health Care provider (you may be prompted to search for a Health Care provider; type in Riverside; or search by state; type in Virginia). More detailed instructions are available for iPhone & Android phones.

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What Internet browser should I use?

For an optimal website experience, the following web browsers represent preferred platforms for the Riverside MyChart application. Web browsers:

  • Internet Explorer 11.0 and above
  • Mozilla Firefox 33.0 and above
  • Safari 6 on Mac/Windows
  • Google Chrome 38.x and above
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When I try to log in, it says that I need to "Enable Session Cookies". What should I do?

You will need to enable cookies in your Web browser to use the interactive features of MyChart. Follow the simple steps to enable cookies for the following Web browsers:

Microsoft Edge and Internet Explorer 11.0 and above:

  1. Click the Windows Start button, then Control Panel.
  2. If the Control Panel is in Category View, click the Network and Internet category. If the Control Panel is in Icon View, you may skip to the next step.
  3. Click Internet Options.
  4. Click the Privacy tab.
  5. Adjust the Settings slider to any setting other than Block All Cookies. Higher settings are safer for your computer.
  6. Click OK to exit.

Mozilla Firefox 45.0 and above (PC):

  1. Click the Firefox drop-down menu.
  2. Click the Options button, or expand the Options menu and then select Options within it.
  3. Click the Privacy tab.
  4. In the History section, select Remember history.
  5. If you would prefer to Use custom settings for history, make sure that Accept cookies from sites is selected.
  6. Click the OK button.

Mozilla Firefox 33.x and above (Mac):

  1. Go to the Firefox drop-down menu.
  2. Click Preferences and then Privacy.
  3. In the History section, select Remember history.
  4. If you would prefer to Use custom settings for history, make sure that Accept cookies from sites is selected.
  5. Click the OK button.

Google Chrome 38.x and above (PC and Mac):

  1. Click the menu icon (Customize and control Google Chrome) in the upper right and then select Settings (PC) or Preferences (Mac).
  2. Click Show advanced settings....
  3. In the Privacy section, click the Content settings... button.
  4. Under Cookies, select Allow local data to be set (recommended).
  5. Click the OK button.
  6. Close the Settings tab.

Safari 6.x and above (Mac):

  1. Go to the Safari drop-down menu.
  2. Click Preferences and then Privacy.
  3. In the Block Cookies section in the Content Settings window, select the From third parties and advertisers option.
  4. Click the OK button.

Safari for iOS:

  1. From your home screen, go to Settings and then Safari.
  2. Make sure Block All Cookies is turned off.

Chrome for Android:

  1. Open Chrome.
  2. Go to Menu then Settings then Privacy & security.
  3. Make sure Accept Cookies is turned On.

How to enable cookies for Web browsers not listed above:

You can get help from the Help menu on your web browser.

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When I try to log in, the wrong information automatically appears in the Riverside MyChart Username and Password. How do I remove this information?

Saved Passwords and AutoFill can prevent you from using a newly created password on your Riverside MyChart web site.Usernames and Passwords are saved in your internet browser, not on web sites. Follow the simple steps to remove a saved Username and Password from web browsers:

Microsoft Edge and Internet Explorer 11.0 and above:

  1. Open the Tools menu.
  2. Select Internet Options .
  3. Click Content.
  4. Under AutoComplete, click Settings.
  5. Click Delete AutoComplete history…
  6. If you wish, to prevent AutoComplete in the future, make sure AutoComplete is deselected for User names and passwords on forms, and then click on OK.

Mozilla Firefox 45.0 and above (PC):

  1. Click the menu button and choose Preferences.
  2. Switch to the Security tab.
  3. Click the Privacy tab.
  4. Click on Saved Logins….
  5. Locate the site within the site column and click on it once to highlight it in blue.
  6. Click the Remove button below.
  7. If you wish, deselect the option to Remember logins for sites. This will prevent passwords from being saved in the future.

Mozilla Firefox 33.x and above (Mac):

  1. In the menu bar, open the Firefox menu.
  2. Select Preferences.
  3. Switch to the Security tab.
  4. Click on Saved Passwords.
  5. Click View Saved Passwords and delete the appropriate site.
  6. If you wish, deselect the option to Remember passwords. This will prevent passwords from being saved in the future.

Google Chrome 38.x and above (PC and Mac):

  1. Open the Chrome menu using the button on the far right of the browser toolbar.
  2. Choose the Settings menu option
  3. Click the Show advanced settings… link located at the bottom of the page.
  4. In the Passwords and forms section, click the blue Manage passwords link.
  5. In the Passwords dialog that appears, hover over the site whose password you’d like to remove and click the X that appears.
  6. If you wish, deselect the option to Offer to save your web passwords from the settings page. This will prevent passwords from being saved in the future.

Safari 6.x and above (Mac):

  1. Open the Safari menu.
  2. Select Preferences.
  3. Switch to the Autofill tab.
  4. Click the Edit button for Usernames and Passwords.
  5. Delete the website you would like to remove.

Safari for iOS:

  1. From your home screen, go to Settings and then Accounts & Passwords.
  2. Tap App & Website Passwords. You may be asked to enter a passcode, or authenticate with TouchID or FaceID.
  3. Delete the website you would like to remove, swipe left on the item you wish to delete, and press the red Delete area when it appears.

Chrome for Android:

  1. Open Chrome.
  2. Go to Menu then Settings then Smart Lock for Passwords or Passwords.
  3. Tap the password you want to remove. At the bottom, tap Delete.

How to remove saved usernames and passwords for Web browsers not listed above:

You can get help from the Help menu on your web browser.

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Which provider am I able to direct schedule an appointment with in Riverside MyChart?

The following practices offer MyChart direct scheduling Bruton Avenue Family Practice, Cape Charles Medical Center, Center for Internal and Family Medicine, Commonwealth Family Practice, Eagle Harbor Primary Care, Elizabeth Lakes Family Practice, Riverside Family Practice and Extended Care, Family Practice Center at Brentwood, Fishing Bay Family Practice, Internal Medicine of Denbigh, Kiln Creek Primary Care, King William Medical Center, Matthews Medical Center, Medical Center Mercury West, Patriot Primary Care, Riverside Primary Care Center, Primary Care Hidenwood, Primary Care Norge, Warsaw Medical Arts, White Stone Family Practice, Williamsburg Family Medicine, Partners in Women's Health-Oyster, Partners in Women's Health-Gloucester, Gastroenterology Specialists of Newport News, and Gastroenterology Specialists of Williamsburg.

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What types of appointments can I schedule in Riverside MyChart?

Depending on the practice, you may be able to schedule:

  • New Problem Visit
  • Problem Follow-up Visit
  • Annual Physical
  • Annual Well Woman Exam
  • Well-Child Check-Up
  • Sick Visit Acute Onset
  • Screening Mammogram
  • Screening Mammogram 3D
  • Hospital Follow-up Visit
  • Screening Colonoscopy-Initial Nurse Visit
  • Hearing Test
  • Routine Prenatal Visit
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I forgot my password and/or my userid. What should I do?

Look for the "Forgot MyChart Username" or "Forgot Password" links right under the white boxes where you usually login to reset your password online. If you are unable to complete the steps online, please contact our Riverside MyChart Customer Service Center, available weekdays 8 a.m. to 5 p.m at (757) 534-9440, or at mychart@rivhs.com.

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Where can I update my password?

Log into Riverside MyChart, click on Profile>Security Settings and select the appropriate option.

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Where can I update my email address?

Log into Riverside MyChart, click on Profile>Notification Settings> Hover Over Contact Information> Click Edit and modify the appropriate option.

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Is my access code my user ID?

No, your access code is not your Riverside MyChart ID or password. You will use this code only once to log into Riverside MyChart for the first time. (The code will expire after you have used it or after 30 days). When you log into Riverside MyChart the first time, you will be asked to create your own unique Riverside MyChart ID and password.

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What personal information can I update in Riverside MyChart?

The following information can be updated in MyChart Profile>Personal Information: Temporary address and phone number, marital status, contact information, and preferred name and religion.

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