Introducing the MemorialCare App

The new MemorialCare app provides 24/7 access to our patient portal and is a safe, convenient, and easy way for patients to view personal health information and manage medical needs. The app features include the ability to schedule and manage appointments, including a variety of 24/7 on-demand care options; renew prescriptions; message one’s PCP or primary care team; view test results; access medical records and health history; pay medical bills; and more.

When it comes to protecting our patient’s personal health information, MemorialCare takes a strict best practices and HIPAA-compliant* approach, from password protection to encrypted backups and opt-in consent. It’s important to understand that although we have taken every step possible to ensure that our patient portal is secure, in today’s world, there is always the chance that any database can be hacked.

To learn more about our privacy issues, look for the upper right hamburger menu and select 'settings.' Then select ‘terms & conditions' to view our privacy policy.

*The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law that requires companies that work with protected health information (PHI) to implement and follow physical, network, and process security measures to protect sensitive information from being disclosed without the patient's consent or knowledge.

You can download the MemorialCare app for free on either Google Play or from the Apple Store (search under "MemorialCare"). For the best experience, we recommend you use the app on either an iPhone or Android phone as the app is not optimized for tablets.

Download here if you own an Android.

Download here if you own an iPhone.

System requirements: 
Android 8.0 (Oreo) or higher. 
iOS 13.0 or higher.

You will need to create an account. After you’ve downloaded the app from either Google Play or Apple Pay, follow the instructions below based on whether or not you already have an existing myChart account.

I already have a myChart account:

Using the MemorialCare app is easy if you already have an existing myChart account. You simply log in using your same myChart credentials. All of the information you have been viewing in your myChart app will automatically be available to you.

I do not have a myChart account:

It’s easy to create a new account. You can choose from among the following options.

• Use the activation code you received and complete the ‘create an account.’ Activation codes are on patients' after-visit summaries or can be provided by the staff at your physician's office or by the Navigation Center.  
• Don’t have an activation code? Follow the ‘no activation code’ workflow and create an account using your cell phone information.
• Ask Mila and chat in real time to create an account with a patient navigator.
• Call the Navigation Center at (877) 696-3622 for help.
• Ask at your physician’s office on your next visit. The staff will be able to help you set up your account.

No, not at this time, but we are in the process of developing a website version. For those of you who have a myChart account and prefer accessing it on the web, you will be able to continue doing so for the time being. 

And for those who do not yet have a myChart account but are only interested in accessing the patient portal from a website, you are still able to create a new myChart account. Once the new MemorialCare app’s website version is completed, you will be able to easily switch over to that.

Yes, the app is also available in Spanish. To change the language from the default English to Spanish, go to the settings app on your device and find the MemorialCare app. Select 'language' and change to Spanish.

For older devices, you may need to select 'general' within your device's settings app. Then choose 'language & region' to change to Spanish.

Within the app, you can schedule a variety of appointment types, depending on your need, such as:

• In-person or video visit appointments with your primary care provider (PCP), a PCP in the same office, a nurse or a member of your primary care team. You can also schedule with OBGYNs. And if you've been given a 'ticket' to schedule an appointment, you can schedule it within the app.
• In-person or 24/7 Virtual Urgent Care appointments when care is needed now. 
• TytoCare Urgent Care visit. Enhance your video visit appointments and receive a more comprehensive medical exam by scheduling your appointment with our Virtual Exam Kit, powered by TytoCare. Learn more about the kit or to purchase one.
• TytoCare Primary Care visit. A select group of providers also offer TytoCare primary care appointments. To find a PCP offering this type of video visit, search by visit type by choosing the ‘schedule’ icon in the footer menu. Choose ‘schedule a service’ and choose 'TytoCare visit with provider.' 
• Same Day/On-Demand care such as:
  • Ask a Doctor – complete a questionnaire about your condition and a doctor will respond with a care plan in your inbox within an hour.
  • Mila (virtual chatbot) – Share your symptoms with Mila and she can help guide you to the right level of care.

In Emergencies: 
If you are experiencing a life-threatening situation, it is vitally important that you access emergency services by calling 9-1-1 or going to the nearest Emergency Department.

Select the hamburger menu at the top right and look for 'medical record.' Then select 'visits.' Find the appointment you want to change. At the bottom of that appointment box are options that allow you to either reschedule or cancel the current appointment. Please note, there are time parameters that can restrict cancel/schedule functions.

After scheduling an appointment, you may receive a request to fill out a Pre-Visit Check. Completing a Pre-Visit Check saves you time on your appointment day by allowing you to update certain information in advance. For example, you can update your demographic or contact information, upload photos of your insurance cards, complete medical questionnaires, eSign certain documents, and make a balance or copayment. Please note that there may still be forms to complete upon arrival.

To change your email, phone or address within the app, look for the upper right hamburger menu and select 'account details.' Then select ‘personal info' to change your contact information.

The first time you use the app, we recommend that you review your account details for accuracy, as well as verify your email and phone number so we can reach you.

You can find your medical test results by selecting the 'results' button at the bottom of the screen. While any new results will show up first, you will still have access to past medical test results.

Please be aware that your medical test results may appear in the app before your PCP has had time to review them. Therefore, be sure to check back later to read their comments.

If you wish to be notified that you have a test result, please make sure you tell us how you want us to communicate with you. You can select your 'communication preferences' by selecting the hamburger menu and then choosing 'account details.'

In many cases, it is easiest to request a refill through the pharmacy and they will communicate with your doctor. If your doctor has questions for you, they will reach out. However, you can also request in the app. To request a prescription refill in the app, go to 'messages' at the bottom of the app screen and select 'send a message.' You will then be able to select the ‘renew a medication’ button.

In the app’s document center, you will be able to download your visit summaries as well as some medical records you may have requested. You will be able to review who has accessed your records and sign documents that have been sent to your account.

To find the document center, go to the hamburger menu on the top right. Choose ‘account details’ and then select ‘document center.’

At the bottom of the app screen, you will find a link to ‘messages.’ You will be able to message your PCP or other primary care team members by selecting ‘non-urgent medical advice’ and selecting the provider you want to message. Please give them 3-4 business days to respond.

If your doctor is available, they may read your message. If they are not available, it may be a member of your immediate primary care team, such as a physician assistant. Depending on the message you sent, the primary care team member may be able to answer your questions, and if not, they will confer with your doctor.

Please note that if you are a proxy to someone else’s account, you may see messages sent if that individual has not excluded you at the time of sending the message.

We value your privacy. Additionally, we are HIPAA-compliant and treat all communications between you and our medical staff respectfully and confidentially.

You can choose how you wish to receive notifications, such as, “You have a new test result,” appointment reminders, billing statements, etc. Just select the upper right hamburger menu and choose 'account details.' Then select ‘communication preferences.' You’ll be able to choose between email, text message, phone and/or mail. Note that MemorialCare may message you for other reasons (e.g., helping you prepare for a procedure with us or welcoming you home and providing resources after a hospital stay). You can opt out of messages from MemorialCare at any time by responding STOP to the message.

IMPORTANT: The first time you use the MemorialCare app, we recommend that you review your account details for accuracy as well as verify all your contact information so that we can reach you. To check that your email, phone or address is up-to-date, select the upper right hamburger menu and choose 'account details.' Then select ‘personal info' to review or update your contact information.

Go to the hamburger menu at the top right. Select 'resources' and then 'sharing hub.' From here, you can find information on how to share your health information with others, such as a family member, a health care provider or a health care organization. Select who you want to share with and follow the steps provided.

Select the top right hamburger menu. Then select 'resources' and 'link my accounts.'

The quickest way may be to initiate a chat with Mila, our virtual chatbot assistant. If Mila cannot answer your questions, you can choose to chat with or call one of our patient navigators. Or you can call the Navigation Center directly at (877) 696-3622 to speak with a patient navigator.