My Virtua Frequently Asked Questions

Enrollment Questions
What is My Virtua?
Is there a fee to use My Virtua?
Who can sign up for My Virtua?
How do I sign up?
What is an activation code?
Is my activation code my username?
How do I choose my personal My Virtua username and password?
Why do I need an internet email address to use My Virtua?
I don't have an email address, how do I get one?
What if I need help with My Virtua?
Your Medical Record
When can I see my test results in My Virtua?
Can I email my physician through My Virtua?
Can I contact my physician's office using My Virtua?
What if my message is of an urgent matter?
Can I schedule an appointment with my provider through My Virtua?
Who sees my request for prescription renewal?
How long does it take if I request a prescription renewal through My Virtua?
What if I need a refill today?
Why do some of my medications say "Provider Outside" where the doctor's name should be?
My Virtua For My Family
Who else can see my account on My Virtua?
What is a Proxy?
How do I add a Proxy?
What rights does a Proxy have?
Who have I added as a Proxy?
How do I remove a Proxy?
Can my spouse and I share one My Virtua account?
After I Have Enrolled
If some of my health information on My Virtua is not correct, what should I do?
How can I update my personal information in My Virtua?
How can I update my email address in My Virtua?
Can I print from My Virtua?
Technical Questions
Is My Virtua secure?
What is your privacy policy?
My activation code doesn't work!
What if I forget my password?
What if I forget my My Virtua username?
Can I create my own password and change it when I want?
How do I keep my password secure?
I have found a third-party application (app) that I would like to use to capture some of my health information and would also like to have this app connect with my My virtua account. Can I do this?

What is My Virtua?

My Virtua is an easy-to-use online tool that gives you control over your health information. My Virtua provides you with access to portions of your medical record information in a secure and confidential way. My Virtua improves your ability to communicate with your healthcare provider by offering 24x7 online access to send secure messages and requests. My Virtua helps you to become a more active and informed partner with your physician, enhancing your opportunities for better health.

With My Virtua, you can do the following:

  • Manage your appointments - Schedule appointments, view details from past and upcoming appointments.
  • Complete questionnaires before arriving to your appointment - Such as your medical history to save time during your doctor or hospital visit.
  • Keep up-to-date on vaccines and other routine health exams - Health Reminders keep you informed of upcoming and overdue health maintenance items such as flu shots, mammograms, tetanus shots and colonoscopies to name a few.
  • Access your test results - No need to wait for your provider's office to call or send a letter. View your test results within a few days.
  • Communicate with your Healthcare Provider(s) - Get questions answered without making a call or apportionment.
  • Pay bills online - Access and pay your bills online or Pay as Guest. Pay as Guest allows you to pay bills for children or other family members without a My Virtua account.
  • Request Prescription Refills - Send a request for a refill for any refillable medications.

My Virtua allows you to do all the above, right from your smartphone or personal computer; anywhere, anytime saving you time, money and unnecessary doctor visits.

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Is there a fee to use My Virtua?

My Virtua is a free service offered to our patients.

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Who can sign up for My Virtua?

If you are age 18 or older, you are eligible to create a My Virtua account. If you are under the age of 18, or would like to obtain records for a patient under the age of 18, please contact the Virtua Hospital Health Information Management (HIM) department of your last visit, or your Virtua Medical Group (VMG) Physician office.

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How do I sign up?

Patients can obtain a My Virtua activation code as part of their visit with a Virtua Medical (VMG) Physician office or from the After Visit summary provided as part of a patient visit at a Virtua facility. This code will enable you to log in and create your own user ID and password. You will be able to sign up directly for My Virtua after answering a few questions to verify your identity. After your information is validated, you will be able to complete the activation process.

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What is an activation code?

Your activation code is the unique identifier you will use, along with other personal information, to log into My Virtua for the first time. The first time you log in you will click on the "Sign Up Now" link and follow the instructions to enter your activation code.

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Is my activation code my username?

No, your activation code is not your My Virtua username or password. You use the activation code only once to log into My Virtua the first time. When you log into My Virtua the first time, you will be asked to create your own unique My Virtua username and password.

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How do I choose my personal My Virtua username and password?

The first time that you log in to My Virtua, you will be prompted to create a login Username and Password. This is the username you will use every time you login into My Virtua. Once selected, your My Virtua username cannot be changed. Choose a username and password that is unique to you and easy for you to remember. Avoid using a Username or Password that is easy for others to guess such as your first or last name.

  • Your username must be between 6 and 18 characters long. Only letters or numbers are allowed and it cannot contain any spaces.
  • Your password must be a minimum of 8 characters long and must include at least one number and one letter.
  • Remember to also enter an email address so that My Virtua can notify you when you have new information.
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Why do I need an internet email address to use My Virtua?

When new information is sent out to your My Virtua account you will also get an email notification to let you know that new information is available.

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I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts.

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What if I need help with My Virtua?

If you need assistance with My Virtua, please call 1-888-Virtua-3 (1-888-847-8823) or complete the "Request Help" form in the "Technical Assistance" section at MyVirtua.org. Please be prepared to offer a telephone number or email address where support personnel can reach you.

Please note we can only answer technical support questions about My Virtua. For questions about your health care, please contact your doctor's office.

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When can I see my test results in My Virtua?

The results of most tests are viewable in your My Virtua account in 3 business days after it is posted to your chart. Contact your physician's office directly if you have questions about any of your test results.

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Can I email my physician through My Virtua?

My Virtua is not an email system and we do not recommend sending any confidential information through standard Internet email due to security concerns.

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Can I contact my physician's office using My Virtua?

Yes, you can contact your physician's office using My Virtua. You can use the Ask a Question feature that includes asking a simple medical question that does not require an immediate response, requesting a medication refill or sending a Customer Service question related to a bill, your insurance or another non-medical concern.

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What if my message is of an urgent matter?

If your message is of an urgent matter, please call the physician office directly, or call the Virtua Access Center at 1-888-Virtua-3 (1-888-847-8823).

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Can I schedule an appointment with my provider through My Virtua?

Yes. Click the Schedule an Appointment link, choose your reason for scheduling an appointment from the options listed and then follow the prompts to schedule the appointment. If you would like to schedule an appointment with a NEW provider, go to the virtua.org website and click on Find a Provider.

If you are unable to complete the scheduling process through My Virtua, call the physician office directly or call the Virtua Access Center at 1-888-Virtua-3 (1-888-847-8823).

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Who sees my request for prescription renewal?

Many people on your health care team are involved with these types of requests. Please do not include personal health information intended for your doctor. A prescription renewal is not a method by which to communicate electronically with your physician on health related matters.

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How long does it take if I request a prescription renewal through My Virtua?

Prescription refill requests can take up to 72 hours to be processed and any written prescriptions must be picked up at your physician's office.

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What if I need a refill today?

Please contact your physician office if you are in need of an immediate refill.

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Why do some of my medications say "Provider Outside" where the doctor's name should be?

Your Physician will document all medications in your electronic medical record. If your Physician did not originally prescribe the medication you wish to renew but documented them in your record, you will see "Provider Outside" in the provider information listed on the medication page. Medications in this category cannot be renewed through My Virtua.

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Who else can see my account on My Virtua?

No one else can see your My Virtua account, unless you add someone as a Proxy. A Proxy is a spouse, partner, adult child, or other trusted person that you want to share your record with. Virtua does not utilize My Virtua to release records to third parties.

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What is a Proxy?

A Proxy is a spouse, partner, adult child, or other trusted person that you want to share your record with. You may want someone else to be able to access your medical records through My Virtua. Rather than giving them your username and password, you should add them as a proxy to your account; this means they will have their own username and password.

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How do I add a Proxy?

To add a proxy to your account:

  1. Go to the "Health" tab and select "Grant Access to my Record" from the drop down
  2. Fill out the Proxy request form with the Proxy's first name, last name, gender, date of birth, address, email address, and phone
  3. Click Submit Request

Once you have completed the Grant Access to my Record form and the form has been processed, the My Virtua activation code and sign-up instructions will be sent to the Proxy. With certain restrictions, Proxy access may be granted to the parents or legal guardians of patients under the age of 18 (minors).

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What rights does a Proxy have?

A Proxy can see, download and transmit medical information. A Proxy can view and send messages, request appointments or medication refills. A Proxy can see and edit certain profile information. A Proxy cannot: add or delete another proxy, change a patient's email account, username or password.

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Who have I added as a Proxy?

To see who has access to your records, or to see the status of someone you have added as a proxy:

  1. Go to the "Profile" tab and select "Personalize" from the drop down
  2. The section titled "Who Can View My Record" will show the list of people you have added as a proxy
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How do I remove a Proxy?

To remove a proxy:

  1. Go to the "Profile" tab and select "Personalize" from the drop down
  2. Click the Revoke Access button next to the name of the person you want to remove from your proxy list
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Can my spouse and I share one My Virtua account?

No, due to the sensitive nature of medical information, each adult must establish their own My Virtua account.

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

Your My Virtua information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic medical record each visit.

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How can I update my personal information in My Virtua?

Go to the "Profile" tab and select "Personal Information" from the drop down. From there you can change your demographic information by clicking on the Edit button within that section. When finished, click "Save Changes".

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How can I update my email address in My Virtua?

Go to the "Profile" Tab and select "Personal Information" from the drop down. Click on the "Edit" button in the Contact Information section and update your email address. When finished, click "Save Changes".

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Can I print from My Virtua?

Yes, you can print from My Virtua, but it is highly recommended that you do not print to a shared printer; such as a printer located in a library, office, or hotel. Items printed from My Virtua are the responsibility of the account owner.

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Is My Virtua secure?

Yes. My Virtua is a secure Internet site that provides encrypted communication in full compliance with State and Federal requirements. Access to your health information in My Virtua is secured by your personalized ID and password, known only to you. You should not share your username and password, but utilize the Proxy features that My Virtua offers. Unlike conventional e-mail, My Virtua messaging is done while you are securely logged in to our website.

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What is your Privacy Policy?

Virtua's Joint Notice of Privacy Practices can be found at http://www.virtua.org/patients/hipaa-privacy-statement.aspx.

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My activation code doesn't work!

If your activation code is not working, please contact 1-888-Virtua-3 or complete the Request Help form in the "Technical Assistance" section at MyVirtua.org. We cannot provide a new sign-up code via e-mail or phone. You will need to submit a Request for sign-up code in order to have a new code mailed to you via US postal service. Our goal is to protect your information as best as possible and we cannot validate your identity through e-mail or telephone. We understand this may be an inconvenience but we hope you can appreciate our efforts to protect you and your health information.

The 15 digit activation code will expire after 30 days. If your 15 digit activation code expires, please request a new activation code by visiting MyVirtua.org and downloading the PHR Sign-up Code Request Form.

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What if I forget my password?

If you have forgotten your password, click on the Forgot Password? link on the login page. Enter your My Virtua username and date of birth and click Next. Select how you would like to receive your additional security verification code. (If you select to receive your code by email, do not close the My Virtua page.) Once you receive your security verification code, enter this code and then you will be allowed to reset your password.

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What if I forget my My Virtua username?

If you have forgotten your username, click on the Forgot Username? link on the login page. Enter the required information to have your My Virtua username sent to your e-mail account.

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Can I create my own password and change it when I want?

Yes, your password can be changed online at any time by going to the "Profile" Tab and select "Security Settings" from the drop down. Please keep your password confidential and do not share it with anyone. If you believe that someone has found out your password, please change it.

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How do I keep my password secure?

Some suggestions to keeping your password secure are: change your password regularly, don't write your password down or give it to anyone, don't use a solitary word in the dictionary, and don't use your name.

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I have found a third-party application (app) that I would like to use to capture some of my health information and would also like to have this app connect with my My virtua account. Can I do this?

If you have found a third-party healthcare application (such as 1upHealth, MyFHR, MyLinks, etc) with which you would like to connect/link to your My Virtua account so that you can capture or share some of your personal health information, you will need to sign-up for that app and then go through their process to connect your health data. Connecting to your health data typically involves searching for Virtua Health, then being redirected to the My Virtua login-in screen for authentication. Once you have logged into your My Virtua account through that application, you will need to allow it access to your health data in My Virtua. If you have any issues with the connection setup, contact that app vendor.

Virtua is not responsible for the information or materials contained on any third party website, or on websites that provide links to My Virtua. Links from My Virtua are provided for convenience only and are not intended as an endorsement by Virtua of the organization or individual operating the third party website or application, or a warranty of any type regarding either the third party website or application, or the information on the third party website or application. Virtua shall not be liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any content, products or services available on or through such third party websites for applications. If you access a website or application, you will be subject to the Terms and Conditions and the Privacy Practices of the third party website or application.

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