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MyNemours Frequently Asked Questions

Enrollment Questions
What is MyNemours?
Is there a fee to use MyNemours?
How do I sign up?
Who do I contact if I have further questions?
Who can sign up for MyNemours?
How can I request a status update on my enrollment?
Your Medical Record
When can I see my test results in MyNemours?
Why are certain test results not shared electronically via MyNemours?
If some of my health information on MyNemours is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
MyNemours For My Family
Can I view a family member's health record in MyNemours?
Can I ask questions regarding a family member from my MyNemours account?
Can my family and I share one MyNemours account?
When is proxy access revoked?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new access 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)?
Technical Questions
How is MyNemours secure?
What is your privacy policy?
I was logged out of MyNemours, what happened?
What do I need to use MyNemours?
My access code does not work, what should I do?
Is my access code my user ID?
Can I print my information?

What is MyNemours?

MyNemours offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyNemours, you can use the Internet to:

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Is there a fee to use MyNemours?

MyNemours is a free service offered to our patients and their legal guardians.

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How do I sign up?

During your next clinic visit, if your doctor participates in MyNemours, the check-in staff will invite you to sign up. A MyNemours Agreement needs to be filled out before the end of the visit. You must provide a working email address in order to qualify for use of MyNemours. Within 2 weeks you will receive an email with an access code and directions on how to access the system.

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Who do I contact if I have further questions?

You can call our MyNemours Technical Suppo8:18 PM 1/5/2010rt Line at 1-877-696-3668 (1-877-MYNEMOURS) or email us at mynemours@nemours.org

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Who can sign up for MyNemours?

Nemours Children's Clinic patients and their legal guardians are permitted access to MyNemours. Siblings, spouses, grandparents and any other relative that is not a legal guardian will not be given access.

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How can I request a status update on my enrollment?

You may request a status update by calling 1-877-696-3668 (1-877-MYNEMOURS) or by sending an email to mynemours@nemours.org.

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When can I see my test results in MyNemours?

Your test results are released to your MyNemours account after your physician has reviewed them.

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Why are certain test results not shared electronically via MyNemours?

For a variety of reasons, your provider will determine which types of test results are accessed through MyNemours. Tests of a very sensitive nature are not released to MyNemours. Your provider may prefer to review these types of results in person.

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

Your MyNemours information comes directly from your electronic medical record at your doctor's office. Your health information is reviewed and updated in your electronic medical record each visit. Ask your doctor to correct any inaccurate information at your next clinic visit. Or, you may call your physician's office and ask that your medical information be updated.

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

You will generally receive an answer within 1-3 business days. Please note that MyNemours should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view my child's health record in MyNemours?

Yes you can. This is called Proxy access and allows a parent (or legal guardian) to log into their personal MyNemours account, and then connect to information regarding their child. Patients ages 12-18 will required to sign an Assent Agreement granting permission for the parent to access their medical record. This is due to Federal and State Laws that protect certain aspects of an adolescent's medical record.

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Can I ask questions regarding my child from my MyNemours account?

Yes, while logged into your account you will have access to "View Family Records" and from your child's record you will be able to send a medical advice msg.

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Can my family and I share one MyNemours account?

No, due to the sensitive nature of medical information, each adult must sign and submit a User Agreement and establish their own MyNemours account.

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When is proxy access revoked?

Proxy access will be revoked when the patient turns 12 years of age. At that time the legal guardian will be required to re-sign the Proxy User Agreement and the patient will need to sign the Asssent Agreement. At age 18 the proxy access will be revoked and the legal guardian will not have the option of accessing the patient chart.

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I forgot my password. What should I do?

You may contact our MyNemours Technical Support Line at 1-877-696-3668 (1-877-MYNEMOURS) to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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

Contact us at mynemours@nemours.org and after we verify your information, a new code will be sent via private e-mail.

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

Log into MyNemours and from the left menu, go to the Preferences section and select the appropriate option.

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How is MyNemours secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls his or her own password, and the account cannot be accessed without that password. Further, MyNemours uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyNemours. Unlike conventional e-mail, all MyNemours messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyNemours is owned and operated by Nemours and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by Nemours Children's Clinic.

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I was logged our of MyNemours, what happened?

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

What do I need to use MyNemours?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, e-mail us at mynemours@nemours.org or you can call our MyNemours Technical Support Line at 1-877-696-3668 (1-877-MYNEMOURS).

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Is my access code my user ID?

No, your access code is not your MyNemours ID or password. You will use this code only once to log into MyNemours for the first time. (The code will expire after you have used it or after 60 days). When you log into MyNemours the first time, you will then be asked to create your own unique MyNemours ID and password.

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Can I print my information?

Yes, there will be printer icons located throughout the application.

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