My Health Online Account and Technical Questions

Visit Forgot Password or Forgot Login ID to securely retrieve your information.

Password

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Expired or Invalid Access Code

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If you have lost, did not receive or let your access code expire, a new code or duplicate code can be provided to you via text message or mail. To start this process, please contact us.

No, your access code is not your Login ID or password. You will use this code only once to log in and establish your own unique Login ID and password. The code will expire after you have used it or after 30 days.

Your 10 digit access code expires after 30 days and is no longer valid after the first time you use it. If your code does not work, please contact us.

To update your personal information, view the Personal Information page in My Health Online.

Yes. Once your photo is uploaded, your care team will be able to review and approve it. If approved, the photo becomes part of your clinical record. If for any reason your photo is denied, you will still see it as your My Health Online photo but it will not be added to your permanent medical record.

The primary use of your profile photo in a clinical setting is to verify your identity. This helps ensure accurate care delivery and to protect you from identity fraud. Your profile photo should clearly show your face and be easily identifiable as you. Photos that cannot be used for this purpose can still be viewed as your My Health Online photo but will not be added to your permanent medical record.

Yes. You can use the Upload Photo feature in the Personalize menu at any time to change your profile photo (for example, if you have a more recent photo available).

Navigate to the Communication Preferences page, where you can review available options and choose to get alerts by email, phone call or text message.

We are continuing to expand the available alert types that you can receive by text message. To see what alert types are available, navigate to the Communication Preferences page and then review options under the Text column.

Some alert options are currently disabled. These alert types will be displayed with a Lock icon to indicate that they can’t be changed. You can change any preference that is not locked.

The best way to disable texting alerts from My Health Online is to navigate to Communication Preferences and then deselect texting for the alert in question.

If you disable texting alerts by texting STOP to 622-622 (after receiving an alert), you can re-enable texting alerts by texting SUTTERHEALTH to 622-622.

Our online patient services are available to people who receive care from one of our affiliated medical foundations or participating community doctors. People age 12 and above are eligible to enroll. Teens between the ages of 12 and 17 require parental permission to enroll.

A parent or guardian of a child under the age of 18 can also request access to and manage the child's personal health information. Please note that parental access to the records of patients between the ages of 12 and 17 is limited per California law.

Yes, each user must have an email address for MHO access.  If you have difficulty obtaining an email address, you may obtain your health record by calling your physician’s office, or your Health Information Management / Medical Records Department.

Before you can enroll in My Health Online, you must be a current Sutter patient and validate your identity. You can enroll online, over the phone or at your first visit.

Many primary care providers and some specialists in the Sutter Health network offer online services, including My Health Online. To see if a clinician offers online services, visit Find a Doctor and check the box for “Offering online services or My Health Online.”

After enrolling with My Health Online, teen patients (ages 12-17) can sign in to the mobile app or website and use all the same features as adult patients, including:

• Make appointments online.
• Send messages to their care team.
• View test results.
• Renew prescriptions.
• Review and manage their health record.

Important note: Teens will see their entire medical record, including potentially sensitive information such as birth records or adoption history. Parents/guardians may wish to discuss these topics with a teen before authorizing access to the medical record.

Parents with Proxy Access to a teen’s (12-17 years old) record can use My Health Online to make appointments, send messages to their teen’s primary care physician and pay bills (no details available). Other features are restricted in accordance with California state law.

Teens (aged 12-17) require parental permission before enrolling with their own My Health Online account.

Option A — Parent/Guardian with existing My Health Online account and Proxy Access – Teen turning 12:

• View My Family's Records.
• Click the Authorize Teen with My Health Online button and then follow the onscreen instructions.
• After parental/guardian consent is granted, a teen can set up a personal My Health Online account at any doctor's visit or can call (866) 978-8837 to activate their account.

Option B — Parent/Guardian with existing My Health Online account (no Proxy Access) – Teen between ages 12 and 17:

• View My Family's Records.
• Click the Add New button and then follow the onscreen instructions.
• After parental/guardian consent is granted, a teen can set up a personal My Health Online account at any doctor's visit or can call (866) 978-8837 to activate their account.

Option C — Parent/Guardian without a My Health Online account – can only be done in person.

• At the child's next visit, inform the care team that the teen would like to enroll with My Health Online and that you give permission.

Sutter encourages parents or guardians to stay close to their teens during this time of transition, answer their questions and provide guidance about their health and changes in their bodies and lives.

California law allows teens to receive some healthcare services without a parent/guardian present. Healthcare providers must keep those services confidential, which means clinicians will share information about these visits with parents only if a teen agrees or if the clinician determines that someone is in danger.

By law, healthcare providers cannot share information about visits related to:

• The prevention and treatment of pregnancy or sexually transmitted infections.
• The diagnoses and treatment of sexual and physical abuse.
• Care and counseling for drug and alcohol problems.

Some areas of teen health that may be discussed during an exam include:

• Healthy eating and staying physically active
• Fighting and violence
• Sex and sexuality
• Safety and driving
• Smoking, drinking and drug use
• Sadness and stress

Sutter Health encourages teens to talk about their health with their parents or guardians, but some adolescents may feel uncomfortable having an exam or discussing certain topics in front of their parents/guardians. All teens deserve a chance to discuss issues privately with their doctors. To respect this right, healthcare providers may ask parents/guardians to wait outside of the exam room.

Doctors, nurses and other healthcare professionals providing care to you and who have access to the Sutter’s Electronic Health Record (EHR) will have access to your notes and results. You have control to share notes and results with others as you see fit. You can request that your doctor or care provider keep the notes confidential at the time of your visit.

By California law, your clinician must talk to you before releasing results on the following conditions: HIV, Hepatitis antigens, pathology results, and the abuse of drugs.

In the case of a teen pregnancy, Sutter Health is obligated to protect adolescent confidentiality by California state law.

Teens 12 through 17 years of age can request access to their own medical records within MHO. As such, they will be able to see their results. The proxy (parent/guardian) will not be able to view the teen’s clinical notes within the proxy MHO account.

Yes. Patients can give permission to another adult to access their medical information through our Proxy Access program. Proxy Access allows spouses, adult children and other caregivers to more easily help the patient manage his or her healthcare needs. A parent, stepparent or legal guardian can also request online access to medical records for children under 18. To learn more, see Proxy Access.

Proxy Access allows you to access another patient's record online, through your own My Health Online account. Depending on the situation, there are different types of Proxy Access available:

• Proxy Access for Children — Designed to help you manage healthcare for your children, up to age 26. You can access clinical guidelines, vaccination records (for children age 12 and under), and medication instructions and other information that can help you better manage your child's medical needs.
• Proxy Access for Teens — Parents of teenage children (between ages 12-17) can be provided limited Proxy Access to their child’s record, in accordance with California law. In addition, teenage patients can enroll with a full My Health Online account to manage their own health (with parental permission).
• Proxy Access for Adults — You can also receive Proxy Access to an adult's record (such as a spouse or parent) by submitting a paper Proxy Access Form signed by both parties. Proxies to adult records have full and complete access to the record through My Health Online.

Proxy Access gives you a secure way to help manage your family's health while keeping all parties aware of and in control of the sharing of their record. Proxy Access can be added or removed at any time, depending on the situation.

Proxies for adult patients or children age 11 or younger can see the patient's full record as if it was their own. For patients between ages 12-17 (Teen Proxy) or those that extend Teen Proxy access, proxies will be limited to scheduling appointments and viewing messages, per California state law.

Yes. You are able to have Proxy Access to multiple patients (i.e. multiple children) or more than one proxy (i.e. two parents) can have access to the same patient's record.

Proxy Access can be revoked at any time if the patient is over 18 years of age. In addition, Proxy Access to a child’s records will automatically expire when the patient turns 18, unless the child chooses to extend Teen Proxy Access to Young Adult Proxy Access (which then expires at age 26).

No. Please submit one request form for each family member. These forms become part of the patient's electronic health record and due to privacy reasons must contain only each individual's information. Get more information about Proxy Access.

Yes, as long as you have Proxy Access to the person’s record. Please do not send questions from your own account about family members — their care team will not be able to answer them.

No. Each patient must establish an individual My Health Online account. However, adults can receive proxy access to a spouse or dependent’s account.

You can access your child’s medical records (for children under 12) using My Health Online, Sutter’s patient portal, or by requesting a copy of their medical records.

Sutter Health is obligated by California state law to protect adolescent confidentiality. Teens 12-17 years of age can request full access to their own medical records within MHO. In order to protect the teen’s privacy, even a designated proxy (parent/guardian) will not be allowed to view the teen’s clinical notes within the proxy MHO account without the teen’s permission or cooperation.

Read more about accessing children’s medical notes.

Contactless Check-In is an option on the My Health Online app that lets you check in for your appointment right from your mobile device. To use this new feature, make sure you’ve completed your EZ arrival check-in tasks ahead of time.

1. When you arrive for your appointment, log in to the My Health Online app.
2. Navigate to Appointments and select “I’m Here.”
3. The front desk will be notified of your arrival and you’ll receive next steps.

Get step-by-step instructions.

The Sutter Health My Health Online mobile app is available for both Apple and Android devices. Download the free app today.

Yes. Each time you use the app you must login (either with your username/password or a PIN/Touch ID) to access any healthcare information.

The My Health Online mobile app allows you to use most features available on the website. As new features are added, make sure you keep your app updated to stay current.

eZ Arrival is a feature within My Health Online that allows you to save time during appointment check-in by providing information and completing tasks before your visit. Using eZ Arrival, you can:

• Update your address and phone number.
• Verify or update insurance information.
• Pay your copay, if applicable.
• Confirm current medications, allergies and health issues.
• Complete any questionnaires that apply to your visit.
• Electronically sign documents for registration.

To use eZ Arrival, just open your appointment visit details in My Health Online, tap the eZ Arrival button and follow the prompts.

Yes. If you don’t have a My Health Online account yet but you have an email address on file, you’ll receive an email before your visit with a link to verify your identity and complete eZ Arrival. Once you’re done, you can follow the prompts onscreen to set up your My Health Online account.

Our online services have been tested on multiple Web browsers running on various operating systems. For best results, please use the most current version of one of the following browsers:

o   Microsoft Edge

o   Mozilla Firefox

o   Google Chrome

o   Apple Safari

We are committed to making this site accessible for all users. Please view our Accessibility Questions to learn more. If you have a problem viewing any material on this Web site, please contact us.

We recommend JAWS 2018 or higher for users of screen readers.

Please try logging in again. If you need to retrieve your information, use the Forgot Login ID or Forgot Password recovery options.

Other tips:

• Make sure your Caps Lock key is not on. The password field is case sensitive.
• If there's a saved password populating from your browser, delete it and input your password again.
• Double-check that you are using the correct Login ID.
• Make sure you do not enter extra spaces in either the Login ID or password boxes.
• Clear your cache and cookies in your browser settings. Completely close out of your browser, and try again.
• If you are running several tabs on your browser, please close out of the ones you don't need to ensure your internet connection isn't running slow.
• If you are on a phone or a tablet, we recommend using the My Health Online mobile app to log in.

Our system is set up to protect your privacy. If your keyboard remains idle for 20 minutes or more, you will be automatically logged out. Any information you have typed will be lost. We recommend that you do not leave your account open if called away and that you always log out when not using My Health Online. Please review our Privacy Policy for more detail.

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