---
title: "Care and clinical questions at Sutter Health"
description: "Get answers to questions about making appointments, available clinicians, e-visits, security, messaging, test results and more within My Health Online."
url: "https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions"
---

1.  [Home](https://www.sutterhealth.org/) /
2.  [Patient resources](https://www.sutterhealth.org/patient-resources) /
3.  [My Health Online](https://www.sutterhealth.org/patient-resources/my-health-online) /
4.  [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center) /
5.  Care and clinical FAQs

# Care and Clinical Questions

**Section menu**

-   [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs")
        
    -   [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

-   [Help center](https://www.sutterhealth.org/patient-resources/my-health-online/help-center "Help center")
    -   [Account and technical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/account-technical-questions "Account and technical FAQs")
        
    -   [Billing and insurance FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions "Billing and insurance FAQs")
        
    -   [Care and clinical FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/care-and-clinical-questions "Care and clinical FAQs")
        
    -   [Emmie - AI assistant FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/emmie-ai-assistant-questions "Emmie - AI assistant FAQs")
        
    -   [Sansum patients FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/sansum-patients "Sansum patients FAQs")
        
    -   [Video Visit FAQs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/video-visit-questions "Video Visit FAQs")
        

## Appointments

**What visit types can I schedule in My Health Online?** 

Use My Health Online to schedule follow-up or preventive visits with your existing care team and lab appointments. Follow-up visits with specialty providers are also available for some Sutter locations and specialties, as well as video visits for non-urgent concerns.

**What type of clinicians can I schedule an appointment with directly?** 

You can schedule appointments with your primary care provider and most primary care clinicians you’ve seen in the past three years. You may also be able to schedule with your specialty providers, depending on the Sutter location and specialty.

**Why can't I schedule or request a visit with one of my hospital providers?** 

Currently, My Health Online only supports messaging, scheduling and billing functionality for services performed at most outpatient care centers and clinician offices. If you have a question about a service you received in a hospital, please contact that facility directly.

**Can I join waitlists for earlier appointments through My Health Online?**

Many providers and departments within Sutter offer waitlists so you can get an earlier appointment if one becomes available. If your doctor’s office offers this option, you can check “Join the waitlist and get notified if an earlier appointment opens up.” You can also check for the “Get on the waitlist” link in the Appointment Details of a visit you’ve already scheduled.

Check your Communication Preferences and opt in to receive notifications for earlier appointments when they’re available.

**How do I turn on wait list notifications?**

Go to your **Communication preferences** menu within My Health Online. Under the **appointments** drop-down menu, select your preferences (Text Message, Push Notification, and/or Email) under the Fast Pass item. If an earlier appointment time opens, you’ll be notified via the options you selected.

**How do I accept earlier appointment times when they’re available?**

Accept earlier appointments by signing into My Health Online, where you’ll have the option to accept or decline the offer. If you have text message notifications turned on, you can also accept the appointment by responding with “ACCEPT”.

**How do I remove myself from a waitlist?**

To remove yourself from a waitlist, open the Appointment Details for the visit within My Health Online and click the “Get off the wait list” link.

**How long do I have to accept or decline earlier appointment times from a waitlist?**

Most offers are available for an hour from when they were sent. Please note that since the slot is open to multiple patients, the first patient to accept the slot will receive it. If a slot is no longer available, you’ll see a notification. The fastest way to accept offers is to enable text message notifications and respond with “ACCEPT.”

Audio recording of your visit 

**What is audio recording and why is it being used?**

Your clinician may want to use an AI-enabled tool to take an audio recording of your visit to help your care team document your conversation. This allows your provider to focus more on listening to you and less on taking notes on the computer. This helps ensure your medical record reflects what was discussed and can improve communication and care quality.

**Will my visit always be recorded?**

It is Sutter’s policy that recording only happens if you give your permission (consent) before or at the time of your visit.

**How will I consent to being recorded?**

Our team will request your written consent for audio recording during the registration process, or during the ezArrival process through My Health Online. Even if you previously provided written consent, your care team may ask for your verbal approval before beginning the recording. 

**Is audio recording required for my visit?**

No. Your participation is completely voluntary. Saying no will not affect your care in any way. Your care team will continue your visit as usual without recording.

**What happens to the recording after my visit?**

The recording is temporarily stored and may be used to create or support your clinical notes. Your provider will review and finalize your clinical note as part of your medical record.

**Can I ask for the recording to stop?**

Yes. You can ask to stop recording at any time during your visit. Just let your care team know.

**Can I change my mind after I consent?**

Yes. You can withdraw your consent at any time before or during the visit. Just let your care team know.

**Will recording change how my provider interacts with me?**

No. Your provider’s focus remains on your care. Recording is simply a tool to help ensure accuracy and reduce the need for notetaking during your visit.

**Does recording replace my care team?**

No. Recording technology supports your provider—it does not replace them. Your provider remains fully responsible for your care and documentation.

**What if I have more questions?**

Please ask our registration team or your care provider. We are happy to answer any questions and ensure you feel comfortable with your care. Your provider can also explain how these tools are used during your visit if you would like more details.

## Clinical

**Can I request records through My Health Online?** 

While you can’t request medical records directly through My Health Online, you can use [this form](https://www.sutterhealth.org/patient-resources/records-planning/request-medical-records?sc_site=SutterHealth&sc_lang=en) to request them online. Once records are released, you can view them in the Requested Records section of My Health Online. There is also an MHO feature called Share Everywhere, which allows you to share your medical record with other medical providers at other medical and hospital groups.

**What should I do if I think I may have found an inaccuracy in my note?** 

To report an inaccuracy about a provider’s note in your After-Visit Summary or patient record, please contact that provider’s office.

**Are my records still password protected if I send them to somebody or save them on my computer?** 

Yes. The PDF file with your records report is protected and can’t be opened without a password. You can see the password by clicking the Show Password button next to the report. If you send this file to anyone electronically (such as a provider at another healthcare organization), they’ll need the password to view the report.

**What types of allergies should be added to my medical record via the "Add an allergen to be verified" activity?** 

This part of your medical record should list food allergies, drug allergies and adverse reactions to medications — information your clinician may need to safely prescribe medications for you. Some examples of what should be entered here are penicillin, latex, radiological contrast dye, milk proteins and topical creams that could cause dermatitis.

Environmental (pollen, mold, dust mites, pet allergies, etc.) are included in a different section of your medical record and should NOT be entered through this activity in My Health Online. If you have a question about an allergy that is not listed on this part of your medical record, please contact your care team's office directly.

**How long will my record be available?** 

Your records will be available to you for the foreseeable future within My Health Online (MHO), Sutter’s patient portal. If you’re unable to access MHO, you may request [copies of your records](https://www.sutterhealth.org/patient-resources/records-planning/request-medical-records).

**Will I receive a notification on MHO every time a new note or test result is shared?** 

You won't receive a notification when new notes are available in your account. You'll receive notifications for after visit summaries, new messages or test results once per day for each type of notice.

**Can non-Sutter providers access my notes and results? Can my Sutter providers see notes from non-Sutter providers?** 

Doctors, nurses and other healthcare professionals who have access to Sutter’s Electronic Health Record (EHR) can see your notes and results. Details care teams see in notes and results help to inform the care they provide.

Your notes and results are private. However, you can share your notes and results with other clinicians, family or friends as you see fit. On MHO, you can click on Health Record and then on Share My Record to see what sharing options are available to you. In a similar way, Sutter clinicians caring for you can see notes from non-Sutter providers by either being on the same EHR or by requesting access.

**I don’t have an MHO account but want access to my medical record. What do I do?** 

If you don’t have an MHO account, there are three ways you can enroll. You can enroll online by accessing the [MHO home page](https://www.sutterhealth.org/patient-resources/my-health-online), by calling [800-4SUTTER](tel:18004788837) or by enrolling at your Sutter doctor’s office.

If you don’t have access to electronic devices, you can [request your medical records](https://www.sutterhealth.org/patient-resources/records-planning/request-medical-records).

## Care Companion

**What is Care Companion?** 

Care Companion is an interactive plan you can access through My Health Online. The tool delivers task reminders, analyzes health data and provides education to help you and your healthcare team stay on top of your care.

**What Care Companions are currently available?** 

**Care Companion – Colonoscopy** provides information and guidance about this important screening. Find out what you need to know including how to prepare and what to expect during and after your procedure. You’ll get task reminders and details about what you can eat and when prep begins. Talk to your primary care provider if you’re scheduling a colonoscopy and wish to enroll.

**Care Companion – Healthy Pregnancy** is a tool within My Health Online for expectant patients experiencing low-risk pregnancies. It’s designed to deliver timely education throughout your pregnancy, including guidance related to your baby’s growth, healthy eating and exercise tips for you, and advice on preparing for labor and delivery. The interactive care plan also allows providers to send questionnaires so they can learn more about your health.

If you’re pregnant and interested in participating, download the MHO app from the Apple App Store or Google Play Store. To access Care Companion – Healthy Pregnancy, sign in to MHO and look for the prompt to start tracking your pregnancy. If you don’t see it, ask your OB/Gyn about Care Companion – Healthy Pregnancy at your next appointment so they can add the tool on your behalf.

**Care Companion for New Babies** helps parents navigate life with a newborn. You’ll receive timely tips on breastfeeding, calming a fussy baby, immunizations, childproofing your home, developmental milestones and more. Your baby will be automatically enrolled upon discharge from a Sutter hospital. Even if your baby isn’t born at a Sutter hospital, they’ll be automatically enrolled after their first Sutter appointment is scheduled. Ask your OB/Gyn if you’re interested in learning more about this care plan.

**Care Companion for Gestational Diabetes** gives you the opportunity to take an active role in managing your condition. Tasks include checking your glucose levels, logging meals and staying active. Ask your OB/Gyn if you’re interested in learning more about this care plan.

**Care Companion for Gestational Hypertension and Preeclampsia** empowers you to take a more active role in your health if you’re at risk for these conditions. You’ll be prompted daily to check and record your blood pressure and receive follow up tasks when an abnormal reading is recorded. Ask your OB/Gyn if you’re interested in learning more about this care plan.

**Care Companion for Heart Health** provides access to educational materials so you can learn more about your heart and how to better manage your heart health. Ask your doctor about enrolling in this program.

**Care Companion for Total Joint Replacement** is available if you’re undergoing total hip or knee replacement. With this Care Companion, you can see tasks and find answers to questions. Topics include:

-   Pre-op education to prepare for your procedure.
-   Post-op education on recovery and exercises.
-   Daily step tracking.
-   Daily PT exercise reminders.
-   Post-op questionnaire to monitor recovery.

**My care team has provided access to Care Companion in MHO. Where do I find the tasks assigned to me?** 

Make sure you have push notifications enabled for My Health Online. You’ll get alerts on your phone’s lock screen when you have new items to complete. When you’re signed in to My Health Online, your tasks will appear in the To Do area of the app.

**Can I decide how and when I receive notifications for my new tasks?** 

To make sure your care plan works with your schedule, you can choose when you receive notifications for tasks and whether notifications are sent for each task or all tasks at once.

1.  Open the To Do activity, tap Options at the top of the screen and select Manage To Do Reminders.
2.  If you want to change how frequently you receive notifications from My Health Online for tasks that are due, go to the How Often? section and:
3.  Select When My Tasks Are Due to receive an individual notification when each task is due.
4.  Select Only Once Daily to receive one combined notification for all the tasks that are due each day.

If you want to change what time you receive notifications throughout the day, tap Manage Reminder Schedule. You can set times to receive reminders for tasks that are due in the Morning, Midday, Evening, Bedtime and By End of Day.

**How can I view my progress?** 

You can view progress by tapping the Progress tab at the bottom of the To Do activity. From here, you can view the number of tasks completed out of the number assigned and an overall percentage of your task completion. Use the buttons at the top to view data for the last 7 days, 30 days or for 90 days at a time.

**When I tapped one of the topics in Care Companion, I get a message about leaving the page I’m on. Is that supposed to happen?** 

Yes, pressing Continue launches the Care Companion website. You can use the back arrow to return to My Health Online.

**Why do I keep getting a message asking me if I want to delete my responses?** 

This means you haven’t selected a response yet and you’re leaving the screen, or your responses haven’t been submitted. Make sure you select a response and press Continue and Submit.

**How do I unenroll if I no longer wish to participate?** 

If you decide you no longer want to participate in Care Companion, you can unenroll and remove the care plan from your My Health Online account. Follow the steps below to unenroll.

1.  Using the My Health Online app, navigate to the home screen and select the following:
2.  In the My Record section, select Questionnaires. You’ll see an optional questionnaire called Unenroll from MHO Care Plan. Select the questionnaire and complete the two required questions, then submit.

You’ll be routed back to the Questionnaires menu where you’ll see the unenroll questionnaire still available to you. If you’ve been successfully unenrolled, you’ll receive an error message stating you have no questions to answer.

Once you sign out and sign back in to My Health Online, you’ll see that all tasks have been removed. You’ll no longer have access to any of the materials associated with the care plan. Please note that past tasks will still appear in the progress section.

## E-Visits

**What is an E-Visit?** 

An E-Visit is a questionnaire you can answer within My Health Online that can replace a clinic appointment. You’ll be asked to accept specific terms and conditions at the beginning of an E-Visit. A provider will review your responses within two business days and then determine next steps, which could include a Video Visit or in-person appointment, depending on your condition. However, in many cases, doctors can provide care through messages in My Health Online.

E-Visits should be used only for nonurgent medical conditions since it may take up to two business days to receive a response. For medical emergencies, call 911 immediately or visit the [nearest emergency room](https://www.sutterhealth.org/find-location-results?facets=%7B%22c_locationType%22%3A%7B%227%22%3A%7B%22value%22%3A%22Emergency+Room%22%2C%22matcher%22%3A%22%24eq%22%7D%7D%7D&verticalKey=healthcare_facilities).

Learn about [insurance coverage and payment for E-Visits](https://www.sutterhealth.org/patient-resources/my-health-online/help-center/billing-and-insurance-questions).

**What should I expect before and during an E-Visit?** 

An E-Visit may be initiated based on an MHO message you send to your provider. If you choose to accept an E-Visit, you’ll receive a questionnaire through your My Health Online account related to the symptoms you’re experiencing.

Depending on the steps presented and questions asked about your symptoms, it can take 10-20 minutes to complete your E-Visit questionnaire. You may be asked for your insurance details or medication lists. Please be prepared to fill in this information — you cannot save your progress and finish later. You can expect a response from a clinician within approximately two business days.

**Will I have to pay for an E-Visit?** 

Your insurance will be billed for the E-Visit. Co-pays and deductibles may apply. Some insurance companies do not cover E-Visits and you will be responsible for the charge. For any questions about coverage, co-pays or patient responsibility, you should contact your insurance company for accurate information.

Please note that:

-   If you don’t complete the E-Visit, you won’t be charged.
-   If, instead of an E-Visit, you’re directed to a clinic, you won’t be charged for the E-Visit.
-   If you’re directed to make an in-person appointment after an E-Visit, you won’t be charged for the E-Visit if your clinic appointment is for the same condition and within 7 days of when the E-Visit was originally issued.

You can decline an E-Visit or cancel it before submitting your questionnaire.

## Secure Messaging

**Is my message sent directly to my clinician?** 

Your clinician is part of a care team that may include other clinicians, physician assistants, nurses and others. Depending on the message type, content and situation, it may be answered by your clinician or another member of your care team.

**I want to send a message to a clinician I have seen in the past but their name is not on my list.** 

You can send messages to your current primary care provider or other clinician who participates who you've seen in the last three years (with the exception of psychiatrists and travel medicine clinicians). If you haven’t seen a particular clinician within the past three years, call to make an appointment. After that you’ll be able to message them in My Health Online again.

**How do I upload documents and images to my MHO account?**

First, you’ll need to message your doctor in the app and let them know you have a photo or document you’d like to send to them via My Health Online. Your doctor will then send you a questionnaire that allows an attachment to be added in MHO.

Once you’re able to add documents, tap “Add a document”. Choose a photo from your phone or computer or take a new one. Then tap “continue” and submit the image on the next screen.

**Who is part of my care team?** 

Your care team comprises your doctors, physician assistants, nurse practitioners, medical assistants, nurses and support staff who work closely together to provide care for you and your family.

**What can I message my care team about?** 

You can send a message to your care team in My Health Online to:

-   Request follow-up care related to a recent surgery or appointment.
-   Give updates to your care team (when no response is required).
-   Refill a prescription.
-   Ask a question about a medication or test result.

If you have a new health issue or symptom, need medical advice or are requesting a new prescription, please schedule an in-person or Video Visit. If you’re having an emergency, call 911 or go directly to the nearest emergency room.

**When can I expect a reply to my message?** 

You’ll typically receive a response within 1-2 business days.

**If my question is urgent, can I get a quicker response time?** 

My Health Online messaging is not for urgent issues or emergencies. If your question is urgent, please contact one of our Urgent Care centers or call 911.

**What tools and processes are my clinician and care team using to respond to my message?**

-   Augmented response technology (a type of generative artificial intelligence)
-   Discussion with colleagues
-   Internet research
-   Medical literature

**Why can't I message my hospital providers?** 

Currently, My Health Online only supports messaging, scheduling and billing for services performed at Sutter Health outpatient care centers and clinician offices. If you have a question about a service you received in a hospital, please contact the hospital directly.

## Tests and Results

**When can I view my test results?** 

Test results will be immediately available after they’re finalized. Because of this, it’s possible you’ll see a result before your provider or care team has had a chance to review it. Please wait for your provider or clinical team to contact you (typically 3-6 business days to discuss results). If you have an urgent concern, contact your provider’s office.

**Why am I unable to view certain tests?** 

You won’t be able to see test results that haven’t been finalized or that we’re prohibited by law from posting electronically.

**What should I do if I have questions about my test results?** 

If you have questions or concerns regarding your test results, please contact the clinician who ordered the test.

**How is sensitive information handled?** 

Your healthcare team can see your notes and results in Sutter’s Electronic Health Record (EHR).

You have options to limit who can view certain information, as allowed by law. In some cases, your care team may share information without your authorization for treatment, payment, healthcare operations, and certain public health or safety requirements.

-   **Request confidentiality:** You can ask your provider to keep certain notes or results private at the time of your visit.
-   **Special conditions under California law:** Providers must speak with you before releasing results for certain sensitive services.

**Teen privacy:** For teens ages 12–17, [California privacy laws (PDF)](https://www.chhs.ca.gov/wp-content/uploads/2023/04/State-Health-Information-Guidance-5.1-2023.pdf "California privacy laws (PDF)") protect patient confidentiality in some situations, including teen pregnancy. Teens can sign up for their own My Health Online account and view many of their results, medications and letters from Sutter Health staff themselves. Proxies (parents or guardians) cannot see confidential information in the proxy account.

**Can actual clinical images, such as X-rays, CT scans or ECGs, be viewed?** 

At this time, patients and their proxies can view their radiologist’s analysis of their imaging studies.

We don’t currently have the capabilities for patients to view clinical images online unless a provider has specifically copied and pasted an image into a note. Patients can request an electronic copy of imaging studies through local care centers.

We're here to help

### Visit our help center

Find answers to frequently asked questions.

[View help center faqs](https://www.sutterhealth.org/patient-resources/my-health-online/help-center)

### Chat with us

Get help with technical support questions. Available weekdays, 7:00 am – 7:00 pm.

### Call us

Call 800-4SUTTER. Available weekdays, 7:00 am – 7:00 pm.

[800-4SUTTER](tel:+18004788837)

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