Is there a fee to use My Main Line Health Chart?
No, there is no fee. My Main Line Health Chart is a free service offered to our patients.
How do I sign up?
At your next office visit with a Main Line HealthCare provider or at a Main Line Health facility, you will receive an activation code on your printed, after-visit summary. Use this code to activate your account.
If you were not issued an activation code during an office visit or wish to create an account before an appointment, we need to verify your identity. Once we’ve verified your identity, you’ll be able to set up your account. Verify your identity at my.mainlinehealth.org/MyChart/signup.
Can you send me a new activation code if I have lost it, did not receive it, or have let it expire?
Please contact our 24/7/365 portal help desk at 484.580.1080 to have a replacement code generated.
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For your security, your activation code expires after 30 days and is no longer valid after the first time you use it.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 are experiencing difficulties with signup, please contact our 24/7/365 portal help desk at 484.580.1080.
Whom do I contact if I have further questions?
When can I see my test results in My Main Line Health Chart?
Some test results are released to My Main Line Health Chart in as little as one to two business days after the test is performed, with the exception of certain sensitive tests. However, it may take several days for some tests to appear if additional provider review is required.
Some sensitive results may be held for several days before release to provide enough time for you and your provider to discuss the results before they appear in My Main Line Health Chart.
The following are general time frames for when you should anticipate seeing your test results by:
- Non-sensitive lab and radiology results are released within 48 hours.
- Sensitive lab tests are released within five days.
- The following radiology results are released within five days: CTs, MRIs & PET scans.
What should I do if information in My Main Line Health Chart is not correct?
Your My Main Line Health Chart information is taken directly from your electronic medical record at your Main Line HealthCare provider's office.
Be sure to ask your provider to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic medical record during each visit.
If I send a message to my doctor or nurse, when can I expect a reply?
We are committed to responding in a timely manner and you will generally receive an answer within two business days, depending on the volume of work we are handling. Please note: My Main Line Health Chart should never be used for emergency or urgent issues. If you are experiencing a medical emergency or need urgent medical care, call 911 immediately, go to your local emergency room or call your doctor.
What are visit notes?
Visit notes are where providers record important information during your consultation, including:
- 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.
Which visits are included?
Visits where you see a provider in:
- Any Main Line Health hospital, including Lankenau Medical Center, Bryn Mawr Hospital, Paoli Hospital, Riddle Hospital and Bryn Mawr Rehab Hospital
- Any Main Line HealthCare office
- Any Main Line Health Emergency Department
- Main Line Health Urgent Care locations
- Main Line Health laboratories
- Main Line Health imaging locations
May I view another individual's (such as a family member's) information in My Main Line Health Chart?
Yes, if you are granted "proxy" access in My Main Line Health Chart to the individual's information. Proxy access allows one individual to access My Main Line Health Chart and view certain information of another individual who is a Main Line Health patient, as discussed below.
Proxy access is granted at Main Line Health’s sole discretion, and will be granted only if, and only to the extent, it is officially appropriate and allowable under Pennsylvania and federal law. Proxy access is also conditioned on proxy agreement to and compliance with the My Main Line Health Chart Terms and Conditions.
May I ask questions regarding a family member from My Main Line Health Chart account?
Under the My Main Line Health Chart Terms and Conditions, your account must be used only to inquire about your health. However, you may ask questions about another Main Line Health patient using proxy access to their My Main Line Health Chart account. The process for requesting proxy access is described above.
Can my spouse and I share one My Main Line Health Chart account?
Due to the sensitive nature of medical information, all adults (18 years and older) must sign and submit a Release of Information request and establish their own My Main Line Health Chart account.
How do I terminate proxy access?
Contact our portal support desk at 484.580.1080 to speak with a representative who can assist with your request. 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 My Main Line Health Chart by clicking on the Personalize tab. From there, at the bottom of the Personalize window, in a section labeled Who Can View My Record you can see the names of any adults that you have given proxy access to. If at any time you wish to disable the proxy access of any adult you have granted proxy to, simply click the Revoke Access button next to the name of the proxy you wish to deactivate.
I forgot my password. What should I do?
Click the Forgot Password link on the sign-in page and complete the steps to create a new password.
You may also contact our 24/7/365 portal help desk at 484.580.1080 to request a new password.
Where can I update my personal information (e.g., home address, email or change my password)?
Log into My Main Line Health Chart and from the upper menu, go to the Demographics section under the Resources menu.
What appointments can I schedule in My Main Line Health Chart?
You can schedule an appointment with a provider you have seen in the past 18 months in the office where your visit occurred (as long as the provider is participating in My Main Line Health Chart appointment scheduling). This includes primary care visits, such as adult annual exams, and sick and follow-up visits.
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 an office where that provider practices.
An appointment request is used when you are unable to schedule with that provider in My Main Line Health Chart 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 visited.
Why do I not see my provider listed as a scheduling option?
Providers are available for scheduling in My Main Line Health Chart if you have seen that provider in an office within the past 18 months and the provider is participating in My Main Line Health Chart appointment scheduling.
If you need assistance with scheduling an appointment, please call 1.866.CALL.MLH (225.5654) Monday through Friday between 8:00 am and 6:00 pm ET or use our secure, online appointment request form to submit your request for a doctor's appointment. We will contact you to confirm your appointment within one business day.
How is My Main Line Health Chart 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. You control your own password, and the account cannot be accessed without that password. In addition, My Main Line Health Chart also uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session. Unlike conventional email, all My Main Line Health Chart messaging is done while you are securely logged on to our website.
I was logged out of My Main Line Health Chart. What happened?
We aim to protect your privacy and the security of your information. While logged into My Main Line Health Chart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out. We recommend that you log out of your My Main Line Health Chart session if you need to leave your computer for even a short period of time.
What do I need to use My Main Line Health Chart?
You need access to a computer connected to the Internet and with an up-to-date browser (such as Google Chrome, Mozilla Firefox, Internet Explorer or Apple Safari). Or, you need a smart phone with the My Main Line Health Chart app installed from the Google Play Store or the Apple App Store.
Why does the My Main Line Health Chart billing balance differ from my paper statement?
My Main Line Health Chart 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 before your account was 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 484.337.1970 for more details.
I cannot afford to pay the balance in full. How can I set up a payment plan?
If you are unable to pay the patient responsibility portion of your bill at the time of service or at the time of discharge, you may qualify for an extended, interest-free payment plan. If you need assistance to extend payments, please call a financial counselor at 484.337.1970.
I am experiencing a financial hardship. Do you have financial assistance?
Main Line Health provides financial counselors at each hospital to help patients find ways to meet their financial obligations for the services provided to them. Any patient may request to speak to a financial counselor when being treated at Main Line Health. Uninsured patients who are admitted to the hospital will automatically receive help from a financial counselor. For questions about Main Line Health’s financial counseling program, please call 484.337.1970.
How do I print out a payment summary for this year? Or last year?
Click the Billing tab then click Billing Acct Summary and then See More Payments. Select From and To month/year then View Payments. Click the printer icon, then click Print this Page.
How do I obtain an itemized statement?
The itemized statements in My Main Line Health Chart will show any patient or insurance activity within the last 60 days. Click the Billing tab then click on Billing/Acct Summary. Choose the correct account number. Click on See Account Detail. Under Outstanding Accounts, click the link Here to see details. To print, click on the printer icon at the top right corner of the page.
If you have additional questions or the information provided via My Main Line Health Chart is not sufficient, please call 484.337.1970 to speak directly with a member of our billing team or submit a request for an itemized bill.
How can I add, remove or edit my insurance information in My Chart?
Click the Billing tab then click Insurance Summary. If you want to add coverage, click the green plus sign icon. Click the red minus sign to remove coverage, and the pencil icon to edit coverage.
Can I save my credit card for future use?
As an added security measure, we do not retain your credit card information.
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 three to seven 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 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 (instead of the one who provided the services) may be listed on the statement.
Accessing My Main Line Health Chart on your mobile device.
With the MyChart app you can schedule appointments, view test results, medications, immunizations, proxies, appointments and upload health and fitness data, including data from the Apple Health app, when enrolled in self-tracking programs.
The MyChart mobile application is currently available on the Apple® App Store and the Google Play Store.
- After downloading to your device, launch the My Main Line Health Chart application and select Main Line Health as your health care provider.
- Log in using your My Main Line Health Chart username and password.