mySaintLuke's Frequently Asked Questions

Most Asked

How can I sign up for mySaintLuke's?
You will need an activation code to enroll in mySaintLuke’s.

To get an activation code, you may:

  • Call mySaintLuke’s Customer Service at 844-446-5479.
  • Request a code online at mySaintLukes. There could be a wait of up to one business day. 
  • Call your Saint Luke’s provider’s office. A staff member will text or email you a code. Important note: The code is valid for 24 hours after receiving via text message, so please be ready to start your sign-in process as soon as possible once you receive it.
  • Use the code listed on your most recent After Visit Summary (AVS).

Before my appointment, do I need to check in? 
To save time, we recommend completing your eCheck-In up to seven days prior to your visit. To do that:

Go to Visits>Appointments and Visits.

Locate the video visit and click eCheck-In and follow the guide:

  • Verify your personal information by clicking “This information is correct.” Click Next.
  • Electronically sign any documents or consents you may need to sign. Click Next.
  • Next, verify your current allergy list by clicking “This information is correct.” If allergies need to be added, click “Add Allergies,” and type in the name of the allergen. Once accurate, click “This information is correct,” then Click Next.
  • Next, verify your medication list. You can remove medications by clicking “Remove.” If you need to add medications, you can do so by clicking “Add Medication.” Once updated, click “This information is correct,” then click Submit.
  • You will get a prompt saying, “Thanks for Using eCheck-In!” Click Close.
  • When you arrive at your appointment, you will need to stop at the check-in desk for screening, but completing your eCheck-In ahead of time will speed up that process.

Online Bill Pay

Which bills can I pay online?
You may pay bills related to services at any Saint Luke’s hospital, clinic, and home care services. Saint Luke’s Community Hospitals offer a separate online bill payment service.

What forms of online payment do you take?
mySaintLuke’s accepts credit card payments. If you need to pay by check, please use the envelope enclosed with your statement to mail your payment.

Can I pay my child’s bill online?
Yes. If you’re the guarantor on your child’s insurance, you will see your child’s bills in your mySaintLuke’s account. You will not need to set up proxy access to see your child’s bills. You may also use the Guest Pay feature to make a payment without creating an account.

Is online bill pay secure?
Yes. We use the latest encryption technology to ensure the integrity and privacy of your information. As an added security precaution, we store all information on servers with firewalls that meet or exceed industry standards to prevent intruders from gaining access.

Although we make every reasonable effort to protect personal information and health-related information from loss, misuse, or alteration by third parties, there’s always some risk involved in transmitting information online.

General Information

Who do I contact for questions?
Please call mySaintLuke’s Customer Service at 844-446-5479. We’re available 24 hours a day, seven days a week.

What is mySaintLuke’s?
mySaintLuke’s is a patient portal that offers secure online access to the medical record so patients can manage and receive information about their health. With mySaintLuke’s, you can:

  • Access virtual visits
  • View summaries from your hospital and clinic visits
  • Review test and lab results and radiology reports
  • Communicate with your providers
  • Schedule appointments
  • Request prescription refills
  • Pay your bill

Which Saint Luke’s locations participate in mySaintLuke’s?
You can access your information for any Saint Luke’s hospital or doctor’s office.

Is there a fee to use mySaintLuke’s?
No. mySaintLuke’s is a free service for our patients.

When can I see my test results in mySaintLuke’s?
Hospital test results will appear in your mySaintLuke’s account after you’re discharged. Clinic lab results are available 24 hours after the results have been reviewed by your provider. Please contact your provider’s office with questions.

Why aren’t certain test results shared via mySaintLuke’s?
mySaintLuke’s complies with all local and federal laws that prohibit release of certain sensitive test results. For questions about test results, please contact your physician or primary care provider.

What should I do if my health information is incorrect?
If you have questions about results or medical information in your mySaintLuke’s account, please use the messaging function to alert your provider. Or you may call your provider’s office directly.

You can update your demographic information (such as address, insurance, etc.), new health conditions, medications, and allergies through mySaintLuke’s. Your provider’s nurse will review your updates with you during your next office visit and then update your permanent medical record.

To correct information in your medical record you believe is incorrect, print the Instructions for Requesting an Amendment (PDF) form and submit to the Health Information Management Department at privacy@saintlukeskc.org or the mailing address on the form.

Can I schedule appointments online with my provider?
Yes. Most Saint Luke’s clinics offer appointment scheduling through mySaintLuke’s. If your specialist doesn’t offer online scheduling, you can send an appointment request through mySaintLuke’s. You must be an established patient with a provider to schedule or request appointments through mySaintLuke’s. You may have to call the office to schedule certain appointment types.

Accessing mySaintLuke’s

How do I access mySaintLuke’s?
You can access mySaintLuke’s from the convenience of your computer or the SaintLukesKC mobile app for iPhone or Android, or via the MyChart app from an iPad or tablet.

What should I do if I forget my password?
You may contact mySaintLuke’s Customer Service at 844-446-5479, 24 hours a day, seven days a week. You may also reset your password online.

Can I get a new activation code if I lose or don’t receive mine?
Yes. Contact mySaintLuke’s Customer Service at 844-446-5479, 24 hours a day, seven days a week. After we verify your information, we will provide you with an activation code.

What should I do if my activation code doesn’t work?
For your security, your activation is no longer valid after the first time you use it. Activation codes expire 90 days after issuance. Instant activation text messages or emails are valid for 24 hours. If you still have issues activating your account, call mySaintLuke’s Customer Service at 844-446-5479 for assistance 24 hours a day, seven days a week.

How do I update my personal information (home address, email) or change my password?
Log in to mySaintLuke’s. From the top menu, go to the preferences section and select the appropriate option. Updating your demographics in mySaintLuke’s will automatically update the information in your patient record. You will be asked to verify the changes the next time you visit a Saint Luke’s facility or doctor.

Who can have a mySaintLuke’s account?
Any Saint Luke’s patient 18 and older can create a mySaintLuke’s account. Please see the proxy access section for information about creating accounts for minor children.

Proxy Access

Can I view a family member's health record in mySaintLuke’s?
Yes. However, your family member must authorize you to be able to view his or her information. This is called proxy access. Patients may designate more than one person for proxy access to their account.

Proxy authorization must be renewed every three years by the patient. The patient and designated proxies will receive a reminder to renew proxy access 60 days prior to expiration. Patients may revoke access to their designated proxy at any time. After logging in to mySaintLuke’s, select “Preferences” and then “Personalize” to see who has access to your chart and to revoke access.

mySaintLuke’s offers three types of proxy access:

Adult and adult proxy​
Patients 18 and older may designate a proxy to access their mySaintLuke’s account.

The patient can authorize proxy access:

The proxy does not have to be a Saint Luke’s patient. The proxy will receive an activation code to create a mySaintLuke’s account. The patient must also create a mySaintLuke’s account and username and password.

The proxy will see all information within mySaintLuke’s, including messages, visit summaries, and lab results.

Adult and teen proxy​
Parents or legal guardians of patients aged 12 to 18 may request proxy access to their child’s mySaintLuke’s account.

To obtain proxy access:

The parent does not have to be a Saint Luke’s patient. The parent will receive an activation code to create a mySaintLuke’s account. The patient must also create a mySaintLuke’s account and username and password.

The proxy will see a limited version of the teen’s online record (allergies, appointments for some providers, limited appointment information, immunizations, messages to provider, billing information, online payment)

Adult and child under age 12​
Parents or legal guardians of patients 11 and younger may request proxy access to their child’s mySaintLuke’s account.

To obtain proxy access

The proxy will see all information within mySaintLuke’s, including messages, visit summaries, and lab results.

For additional assistance, please call Health Information Management at 816-880-6036.

Security and Privacy

Is mySaintLuke’s secure?
We take great care to keep your health information private and secure using the latest encryption technology. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls his or her password, and the account cannot be accessed without that password. Unlike conventional email, all mySaintLuke’s messaging is sent while you’re securely logged in.

What is your Privacy Policy?
mySaintLuke’s is owned and operated by Saint Luke’s Health System and is fully compliant with federal and state privacy laws. We treat your name and email address with the same care and privacy as your health records, and we never sell or lease this information.

Why was I logged out of mySaintLuke’s?
If your keyboard remains idle for 15 minutes or more during a session, you will be automatically logged out of mySaintLuke’s for security purposes. We recommend that you log out of your session if you need to leave your computer for even a short period of time.

What should I do if I notice unauthorized access to mySaintLuke’s account?
You should immediately report the unauthorized access by contacting mySaintLuke’s Customer Service at 844-446-5479. 

How can I keep my password secure?
As a registered mySaintLuke’s user, you’re required to establish a password. You’re solely responsible for maintaining the confidentiality and security of your password.  We strongly encourage you to regularly change your password and to never use the same password for multiple websites. If you discover any unauthorized use of your account, immediately notify mySaintLuke’s Customer Service at 844-446-5479. 

Linked Apps and Devices

Can I import my medical information from mySaintLuke’s Patient Portal into other apps?

Yes. Saint Luke’s provides the ability for you to allow certain third-party applications (such as fitness/nutrition apps) to access and import your health information from mySaintLuke’s. Once you have logged in, select “Preferences” from the main menu and then “Linked Apps and Devices.” In the mobile app select the “Track My Health” icon.

Saint Luke’s Health System makes no representations or warranties as to the security of these third-party applications and is not responsible for any breach that may occur with a third-party application that may have been enabled.

How do I revoke access for linked apps and devices?

You may choose to turn off access to mySaintLuke’s at any time. Select “Preferences” from the main menu and then “Linked Apps and Devices,” or in the mobile app select the “Track My Health” icon and follow the instructions to remove access.