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MyChart ® Epic Systems Corporation

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Patients of newly acquired facilities may not sign up at this time.

MyPinnacleHealth Frequently Asked Questions

What is MyPinnacleHealth?
How does MyPinnacleHealth improve my care?
How does MyPinnacleHealth save time?
Can I more easily communicate with my medical care team using MyPinnacleHealth?
How do I sign up for MyPinnacleHealth?
What equipment do I need to use MyPinnacleHealth?
Why am I failing the self-registration process?
What is your privacy policy?
Can you send me a new activation code if I have lost mine, let it expire or did not receive it?
I forgot my username and/or password. What should I do?
Where can I update my personal information (e.g. home address, email or password)?
If some of my health information in MyPinnacleHealth is not correct, what should I do?
If I send a message or a refill request to my doctor or nurse, when can I expect a reply?
When can I see my lab results in MyPinnacleHealth?
When can I see my imaging reports in MyPinnacleHealth?
What type of results are not available in MyPinnacleHealth?
Why am I seeing “To-dos” in MyPinnacleHealth?
How do I view a family member’s health record in MyPinnacleHealth?
Can I ask questions regarding a family member from my own MyPinnacleHealth account?
Can my spouse and I share one MyPinnacleHealth account?
Who do I contact if I have further questions?
Can I obtain my immunization record?
Can I see my radiology or imaging reports?
Can I schedule an appointment through MyPinnacleHealth?
Can I see my appointments in MyPinnacleHealth?
Where can I obtain a complete copy of my Medical Record?
Why isn’t my mediation list and health summary updated?
Why do I not see all of my doctors listed as part of my care team?
Can I use my old login information from my previous patient portal to login into MyPinnacleHealth?


What is MyPinnacleHealth?

MyPinnacleHealth is a free service that offers personalized and secure access to portions of your medical records from home. It helps you securely manage and receive information about your health. With MyPinnacleHealth, you can:

*If your provider participates

MyPinnacleHealth patient portal is NOT to be used/depended on for emergency situations.

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How does MyPinnacleHealth improve my care?

With MyPinnacleHealth, you can communicate with providers, update your health information and receive health reminders for upcoming, recommended appointments and tests. One study shows that patients who receive health reminders are more likely to engage in their healthcare and initiate care appointments.

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How does MyPinnacleHealth save time?

MyPinnacleHealth saves time in many ways. For example, patients can fill out questionnaires prior to coming in for a visit rather than filling out forms in the waiting room. You can also schedule appointments, send in medication refills at your convenience and send questions to the doctor without waiting in the office or on the telephone.

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Can I more easily communicate with my medical care team using MyPinnacleHealth?

Absolutely. Patients can confidentially and securely communicate with their medical care team through MyPinnacleHealth by sending secure messages. These messages are automatically connected to your electronic medical record so that your doctor can easily find all the information they need respond to your message efficiently.

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How do I sign up for MyPinnacleHealth?

You can sign up using our secure self-registration process on www.mypinnaclehealth.org prior to visiting your PinnacleHealth medical office. If you do self-register you will receive an email with an activation code. If you do not receive an email within an hour please check you junk/spam mail folders.

You also have the option to sign up at your PinnacleHealth medical office. The staff member will provide you with an activation code during your visit. This code will enable you to finish the registration process by creating your own username and password on www.mypinnaclehealth.org.

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Why am I failing the self-registration process?

There are a few reasons why someone will fail self-registration. One of the main reasons we have identified is if you have been a victim of identity theft or your employer has had a security breach, you may not be able to use our self-registration tool through Experian. This security measure protects your health information. Please ask for an activation code at your next appointment with your PinnacleHealth doctor or call MyPinnacleHealth support at (717)988-0000 or (888)-782-5678. We can confirm your identity and send an activation code to you via U.S.mail.

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What equipment do I need to use MyPinnacleHealth?

You need access to a computer connected to the internet and an up-to-date browser (such as Internet Explorer 11). You can also use the MyChart/MyPinnacleHealth App on your cell phone for Android and iPhone. You can locate this App in the Play Store (Android) or App Store (iPhone) by searching for “MyChart”. Install the MyChart App and then locate MyPinnacleHealth within the app to view your account. MyPinnacleHealth is the branded name for EPIC’s MyChart patient portal.

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What is your privacy policy?

MyPinnacleHealth is owned and operated by PinnacleHealth and is fully compliant with federal and state privacy laws. Your name and email address will be treated with the same care and privacy we give to your health records and will never be sold or leased by MyPinnacleHealth.

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Can you send me a new activation code if I have lost mine, let it expire or did not receive it?

Contact us at mypinnaclehealthsupport@pinnaclehealth.org, and after we verify your information, a new code will be sent to you via U.S. mail. Privacy issues prevent us from emailing a new activation code to you. You can also go to your PinnacleHealth medical office to request a new code at your next appointment.

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I forgot my username and/or password. What should I do?

Click the “Forgot Username” or “Forgot Password” link and enter your date of birth, zip code and the answer to your security question that you set up when you activated your account.

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

Log into MyPinnacleHealth, and from the top navigation menu go to the Preferences section and select the appropriate option.

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If some of my health information in MyPinnacleHealth is not correct, what should I do?

You have the ability to update some of your information on your own, however, if there is information that you are not able to update please contact your PinnacleHealth doctor’s office so that they can update your information. MyPinnacleHealth information comes directly from your electronic health record at your doctor’s office. You can contact that office via the secure message option within MyPinnacleHealth or you can call or visit the office to update the information. Your health information is reviewed and updated in your electronic medical record during each visit.

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

Any messages or refill requests sent through MyPinnacleHealth are the same as making a telephone call to the office. Please allow two to three business days for a response. Depending on the nature of the message or refill request, you may be asked to schedule an office visit. MyPinnacleHealth should not be used for urgent situations. Please call 911 for any emergencies.

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When can I see my lab results in MyPinnacleHealth?

New lab results are released at your doctor’s discretion. Prior lab results will be available in your portal from 2015 and forward. Your doctor still has access to ALL of your medical records and none of your information is lost. If you need results prior to 2015, please ask your physician to print you a copy.

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When can I see my imaging reports in MyPinnacleHealth?

Imaging reports--X-Ray, mammography and DXA reports will be available for viewing within MyPinnacleHealth. Interventional reports, CT, MRI, etc., may be made available after a 48-72 hour delay at your doctor's discretion. Prior imaging results will be available for dates of service beginning January 2009. Cardiovascular reports will be available for dates of service after April 11, 2016.

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What type of results are not available in MyPinnacleHealth?

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Why am I seeing “To-dos” in MyPinnalceHealth?

You may see preventative health maintenance tasks listed here (pap smear, mammograms, colonoscopy, etc.) based on your age, gender and national health prevention guidelines. Please discuss any health maintenance items with your doctor at your next office visit.

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How do I view a family member’s health record in MyPinnacleHealth?

This type of access is called “proxy access.” A parent, significant other, guardian or caregiver must first log into their own personal MyPinnacleHealth account and then connect to information regarding a family member.

Access to a minor's account; In order to access a minor's medical record, a parent must accompany their child to their doctor's office and ask for proxy access there.

Access to an adult account; An adult with their own MyPinnacleHealth account, can "grant" access to another adult by logging into their MyPinnacleHealth account, clicking the Preference tab, then Personalize and click the link to "Grant an adult access to your record". Complete the form and submit. You will be notified when access has been granted.

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Can I ask questions regarding a family member from my own MyPinnacleHealth account?

You must ask questions from the patient’s individual account, not your own. MyPinnacleHealth offers direct access to your personal health record and communication about another individual would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care. You can ask a question regarding another family member only if you have proxy access and are logged into that account. Your MyPinnacleHealth account is yours and yours alone.

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Can my spouse and I share one MyPinnacleHealth account?

No. Each of you is able to establish his or her own MyPinnacleHealth account however you can grant each other access (via proxy) to the other account.

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Who do I contact if I have further questions?

You may call your PinnacleHealth primary care physician’s office, email us at mypinnaclehealthsupport@pinnaclehealth.org, or call our MyPinnacleHealth support line at (717) 988-0000 or toll-free at (888) 782-5678.

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Can I obtain my immunization record?

Yes, you can view and print your immunization record. You can download a PDF file that you can email to a school or other doctor’s office.

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Can I schedule an appointment through MyPinnacleHealth?

You can schedule appointments via MyPinnacleHealth if there are available time slots. If there are no available time slots, you can contact the office directly by phone for same day or next day appointments.

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Can I see my appointments in MyPinnacleHealth?

Yes, you can view your future scheduled appointments by selecting the Visits tab and then selecting Upcoming Appointments.

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Where can I obtain a complete copy of my Medical Record?

You can request a copy of your medical record in person from our Health Information departments located at each PinnacleHealth Hospital. For information on what to bring with you please contact the Health Information Release of Information office at (717) 782-3293 for Harrisburg Hospital, (717) 988-1234 for West Shore Hospital and (717) 657-7258 for Community General Osteopathic Hospital.

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Why isn’t my medication list and health summary updated?

Your medication list, current health issues, allergies, and immunizations will be updated after your next visit with your doctor. Your doctor needs to verify and update your information while in the office

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Why do I not see all of my doctors listed as part of my care team?

Your doctor will add him or himself to your care team at your next appointment. If they do not, please contact your doctor’s office.

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Can I use my old login information from my previous patient portal to login into MyPinnacleHealth?

No, you must re-register and create a new username and password for the new patient portal.

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