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Who can sign up to use the ÀÖ²¥´«Ã½ app?

A parent (or legal guardian) can sign up for the ÀÖ²¥´«Ã½ app to gain online access to portions of your child's medical record.

Who can use the ÀÖ²¥´«Ã½ app?

The ÀÖ²¥´«Ã½ app is available to patients and their parents or legal guardians.

Each user has a personal ÀÖ²¥´«Ã½ app account with a unique username and password, which means a family could have three different accounts (for you, your child, and your spouse), with three different passwords.

ÀÖ²¥´«Ã½ requires proof of guardianship in the medical record for access to be granted to the legal guardian. This can be the Delaware Care Giver form or appropriate court documentation.

Parents and legal guardians can have access to their child's medical record when the child is under 18. When the child is between the ages of 12 and 17, certain aspects of the medical record are no longer viewable. This is because federal and state law require us to protect certain aspects of an adolescent's medical record.

At age 18, your child is legally an adult and the ÀÖ²¥´«Ã½ app access for the parent will automatically terminate.

Patients can create their own ÀÖ²¥´«Ã½ app account starting at age 12.

Parents, legal guardians and patients can grant access to the ÀÖ²¥´«Ã½ app for other individuals by filling out the "Authorization to Disclose PHI to a Name Individual via the ÀÖ²¥´«Ã½ app." This form is available at ÀÖ²¥´«Ã½ and must be filled out in person.Ìý

Can I still use the app if my child is over 18 years old?

An adult patient can fill out the "Authorization to Disclose PHI to a Named Individual via the ÀÖ²¥´«Ã½ app" form to grant the parent continued access. This must be done in person. If your adult child is of Diminished Capacity, please speak to your child's provider regarding continued access.

Is it secure?

The ÀÖ²¥´«Ã½ app is owned and operated by ÀÖ²¥´«Ã½ and we do everything we can to ensure confidentiality.

The ÀÖ²¥´«Ã½ app is:

• Controlled through secure user registration, usernames and passwords
• Protected with the latest encryption technology
• Compliant with all state and federal privacy laws and regulations, including the

Your name and email address are treated with the same care and privacy as your child’s medical records, and will never be sold or leased by ÀÖ²¥´«Ã½. For more information, please read about our privacy practices.

I can see my child’s test results, but I don’t understand what they mean. What should I do?

You can ask your child’s provider to explain the test results to you by sending a message to the provider through the ÀÖ²¥´«Ã½ app or by calling the provider’s office.

Can I see physician notes from my child's appointment?

Most providers’ notes are available for patients age 0–11. Provider notes will not be available for patients between 12 and 17 years old, this is due to federal and state laws that require us to protect certain aspects of an adolescent's medical records. However, you can see the encounter's diagnosis, vitals, patient instructions, follow up instructions and orders that were placed during the visit. This is found in the Past Appointments section.

When can I expect a response to a message in the app?

You can expect a reply to ÀÖ²¥´«Ã½ app messages within 3 business days. The ÀÖ²¥´«Ã½ app should not be used for urgent requests. Please call your child's provider for urgent matters, or call 911 in the event of a medical emergency.

Can I schedule appointments in the app?

If you'd like to make an appointment online, use the Schedule button in the bottom navigation bar, then follow the steps to set up an appointment.Ìý

How do I request a prescription refill?

To request a prescription refill, use the following steps:

1. Log into the ÀÖ²¥´«Ã½ app.
2. Go to the child whose prescription you wish to refill.
3. Go to the Medicine Shelf option. (Depending on the content on your screen, you may need to scroll down a little to get to this.)
4. Go to the Request Refills link at the top of the page.

I forgot my username/password. What should I do?

You can use the Forgot? link next to the username field on the ÀÖ²¥´«Ã½ app login page to retrieve your username. You will be required to enter some identifying information, which must match your ÀÖ²¥´«Ã½ app account information. Once entered, the system will send an email with your current ÀÖ²¥´«Ã½ app user name.

If you have forgotten your password, use the Forgot? link next to the Password field on the ÀÖ²¥´«Ã½ app login page to reset the password. You will be required to enter some identifying information, which must match your ÀÖ²¥´«Ã½ app account information. Once entered, the system will send an email with a link to reset your current password.

I use MyÀÖ²¥´«Ã½. How do I switch to the ÀÖ²¥´«Ã½ app?

If you already have MyÀÖ²¥´«Ã½, you can use the same username and password to log into the ÀÖ²¥´«Ã½ app. Once you install and set up the ÀÖ²¥´«Ã½ app, you can uninstall the MyChart app.

Will all of my child's information in MyÀÖ²¥´«Ã½ be available in the ÀÖ²¥´«Ã½ app?

Yes. All of your child's health information, along with many other helpful tools, will be available in the ÀÖ²¥´«Ã½ app.

Where can I get help?

Contact our Help Desk if you have:

• problems creating your account
• questions about app usage
• technical problems

Helpful Tips Before You Call

• The ÀÖ²¥´«Ã½ app is not intended for emergency or urgent situations. If you have an immediate concern, call your child’s doctor or, if it’s an emergency, dial 911.
• Your child’s physicians manage the medical information displayed in the ÀÖ²¥´«Ã½ app. If you believe there is an error in your child’s medical record, please send a message to the doctor’s office where your child received care.Ìý
• Not all test results can be accessed online. In some cases, your physician may want to share this information with your family in person. If you have questions about a test, send a message to your child’s provider through the app or call them directly.

I'm logged into the ÀÖ²¥´«Ã½ app, but I can't see my billing account balance. What should I do?

Only the ÀÖ²¥´«Ã½ app user who is the linked guarantor can view and manage billing information. If you do not see billing information, please use the "Questions regarding your billing account?" feature in the portal under Billing > Account Summary to contact Customer Service. You can also call (866) 390-3610.

How do I know if I am the guarantor on my child's ÀÖ²¥´«Ã½ billing account?

Guarantors are typically assigned at your child's first visit with a ÀÖ²¥´«Ã½ provider. Most times it is the parent/guardian who is the policy holder of your child's insurance, but not always. If billing statements from ÀÖ²¥´«Ã½ are addressed to you, you are the guarantor.

If you are unsure or would like to be designated as the guarantor on your child's account, call our Central Billing Office at (866) 390-3610.