MyPenCare Frequently Asked Questions


Enrollment Questions
What is MyPenCare?
Is there a fee to use MyPenCare?
How do I sign up?
Who do I contact if I have further questions?
What if my provider is not a member of MyPenCare?
Your Medical Record
When can I see my test results in MyPenCare?
Why are certain test results not shared electronically via MyPenCare?
If some of my health information on MyPenCare is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
MyPenCare For My Family
Can I view a family member's health record in MyPenCare?
Can my spouse and I share one MyPenCare account?
Community Connect
What if I am a patient at Natesan Medical Group?
After I Have Enrolled
I forgot my password what should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
How do I request an appointment?
Technical Questions
How is MyPenCare secure?
I was logged out of MyPenCare, what happened?
My activation code does not work, what should I do?
Is my activation code my user code?
How do I get my existing records/results from MyPenCare Old?

What is MyPenCare?

MyPenCare offers you personalized and secure online access to portions of your medical records. It enables you to securely manage and receive information about your health.

With MyPenCare you can:

  • Request medical appointments for most providers.
  • View portions of your electronic health record, including current health issues, medications and allergies.
  • View most test results done at Peninsula Regional Medical Center or affiliated satellite facilities.
  • Request prescription refills.
  • Communicate electronically and securely with your medical care team.
  • Respond to medical history questionnaires in advance of your appointment.

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Is there a fee to use MyPenCare?

MyPenCare is a free service from Peninsula Regional Medical Center offered to our patients.

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How do I sign up?

There are a few ways you can sign up for a MyPenCare account:

1. If you are a patient at one of our PRMG offices or having any outpatient testing being completed at PRMC, you can sign up during your registration process.

2. Patients who are seen at one of our PRMG offices and/or discharged from PRMC are issued a MyPenCare Activation Code on the After Visit Summary (AVS). This code will enable you to activate and access your MyPenCare account. If you need help with this, you can contact the MyPenCare Support Team at (410) 543-7450.

3. You can sign up online using the MyPenCare online registration form.

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Who do I contact if I have further questions?

The MyPenCare Support Team is available (410) 543-7450 or via email at inforelease@peninsula.org

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What if my provider is not a member of MyPenCare?

Patients are encouraged to enroll in MyPenCare even if their provider is not a part of the PRMC Health System. Patients will still be able to access PRMC Outpatient or Inpatient information through MyPenCare.

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When can I see my test results in MyPenCare?

Lab, Radiology Images, and Transcription results are released to the patients MyPenCare PHR (Personal Health Record) 48 hours after Final. Pathology results are released 72 hours after Final. Please be aware, not all results are completed the same date of procedure and/or collection. After Visit Summary or Discharge Summary are available 24 hours after discharge.

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Why are certain test results not shared electronically via MyPenCare?

Most test results are available on MyPenCare. There are a small amount of ancillary departments that do not interface with MyPenCare. Please feel free to contact Health Information Management (Medical Records) for copies of those test results at (410) 543-7075.

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

Your MyPenCare information comes directly from your electronic medical record. Ask your doctor to correct any inaccurate information at your next office visit. Your health information is reviewed and updated in your electronic medical record each visit. Remember that your diagnosis on admission my not be the same upon discharge. The diagnosis for outpatient testing is communicated from your ordering provider. MyPenCare is for patient and provider convenience alone. This information is not shared with your insurance carrier. If you feel a correction should be made, please feel free to contact the MyPenCare Help Desk, (410) 543-7450 or via email at inforelease@peninsula.org

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

MyPenCare is NOT to be used for urgent messages. If you need to contact your provider immediately, please call them directly. You can expect your provider to contact you within 2 business days.

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

*Minors
An individual must be age 18 or older to request a personal MyPenCare account. Parents or guardians of minor children may request access to the minor child's account by following the terms outlined in the "Proxy Access" section below. However, the full spectrum of MyPenCare services will not be available for the records of minor children. Under applicable law, there are certain types of medical information that the parent or guardian of a minor patient may not view without consent of the minor patient. When a minor patient reaches age 12, restrictions will be placed on parents' or guardians' MyPenCare access until the minor reaches age 18. At age 18, a child is no longer a minor and access by parents will be terminated automatically. If after age 18, there is a legal guardianship in place, the guardian will need to re-apply for access as described in the Proxy Access section, below.

*Proxy Access (Requests for Access by Someone Other Than the Patient)
Individuals age 18 or older may request proxy access to another individual's MyPenCare record. Proxy access will be granted only to parties with parental rights or legal guardianship only to the extent that the party requesting proxy access can demonstrate the legal right to that medical information to Peninsula Regional Medical Center. Proxy access may be requested by completing the Authorization to Release Medical Information form in-person at Peninsula Regional Medical Center's Health Information Management office. Parents or legal guardians must supply copies of supporting legal documentation. If the proxy's legal relationship with the patient changes, the proxy must inform Peninsula Regional Medical Center immediately by contacting the MyPenCare Help Desk. Peninsula Regional Medical Center reserves the right to revoke proxy access at any time for any reason.

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Can my spouse and I share one MyPenCare account?

No, since each person has their own health record, each adult must establish their own MyPenCare account. Please contact the MyPenCare Support Team (410) 543-7450 or via email at inforelease@peninsula.org to initiate the activation process.

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What if I am a patient at Natesan Medical Group?

PRMC is working with local community practices and sharing access to clinical patient information through an Electronic Medical Record (EMR). If you are a patient at Natesan Medical Group, you are encouraged to become a member of MyPenCare for access to all your test results and personal health record from both the PRMC Health System and your Community Connect office. Community Connect patient policies will be the same as PRMC provider patients with full access to test results, refill prescriptions, request appointments, ask billing questions and the ability to communicate with your provider.

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I forgot my password what should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online. If you are unable to reset your password, contact the MyPenCare Support Team (410) 543-7450 or via email at inforelease@peninsula.org.

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

For help with account activation, please contact the MyPenCare Support Team (410) 543-7450 or via email at inforelease@peninsula.org.

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

Log into MyPenCare and from the Preferences section select the appropriate option.

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How do I request an appointment?

Locate the Appointments button on the left when you log in and then click the Request an Appointment button. The form you complete allows you to indicate the physician you want to see and your preferred dates and times. Once scheduled by the physician's office you will receive a notification alert and a new message will appear in your In Box. You can view both Upcoming Appointments and Past Appointments by clicking the appropriate buttons. NOTE: This feature is only available for participating providers, and not available for new patient visits.

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How is MyPenCare secure?

This service uses a high level of security and adheres to the latest security and HIPAA standards to protect the privacy and confidentiality of healthcare information transmitted through its provider-patient messaging service. All users - patients, providers, and the provider's authorized staff must sign in to the service with a unique User ID and password. We recognize that many patients have concerns about sharing of information among providers. Although sharing information among your healthcare team allows for better-coordinated and safer care, you have the option to restrict access to your health record using the Public / Private options under the My Doctors tab. Using these options, you can hide or share provider relationship and/or data added by that provider practice. For example, you can designate the relationship with a provider as private. If you enable this designation, Remember, having access to your complete medical information allows your providers to provide safer and more informed care. Please give careful thought to the Public / Private settings in this service if you choose to use them. Additionally, please contact your provider's practice directly to update privacy or consent agreements, if necessary.

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I was logged out of MyPenCare, what happened?

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

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My activation code does not work, what should I do?

For your security, your access code expires after 180 days and is no longer valid after the first time you use it. Please contact the MyPenCare Support Team (410) 543-7450 or via e-mail at inforelease@peninsula.org if you need assistance with your activation code.

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Is my activation code my user code?

No, your access code is not your MyPenCare ID or password. You will use this code only once to log into MyPenCare for the first time. (The code will expire after you have used it or after 180 days). When you log into MyPenCare the first time, you will then be asked to create your own unique MyPenCare ID and password.

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How do I get my existing records/results from MyPenCare Old?

1. Log into your Relay Health MyPenCare Account
2. Click Health Records at the top of the task bar
3. Click Manage and review additional health record information
4. Click the BLUE BUTTON, Download my data
5. Click Download Health Data near the bottom of the page.
6. Choose the PDF option
7. Click the BLUE BUTTON, Download my data, again
8. Open the record you created, save this to your computer, or print record


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