mySaintLuke's Frequently Asked Questions

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 offers patients secure online access to portions of their medical records so they can manage and receive information about their health. With mySaintLuke’s, you can:

  • View summaries from your hospital and clinic visits
  • Review test and lab results and radiology reports
  • Email your doctor or provider
  • Schedule appointments
  • Request prescription refills
  • Pay your bill
  • And more

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 from the hospital. Clinic lab results are available 24 hours after the results have been reviewed by your provider. If you have questions about your results, please contact your provider’s office.

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?
Your mySaintLuke’s information comes directly from your electronic medical record at the hospital or doctor’s office. 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 submit updates to your demographic information (such as address, insurance, etc.), new health conditions, medications, and allergies through mySaintLuke’s. During your next office visit, the updated information will be reviewed with you by your provider’s nurse and updated in your permanent medical record.

If you believe information in your medical record is incorrect, you may request an amendment to the information. Please read the Instructions for Requesting an Amendment (PDF) and then print and send your request to the Health Information Management Department for review. You can send your amendment request to privacy@saint-lukes.org or the mailing address listed 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 may also send an appointment request through mySaintLuke’s. You must be an established patient with a provider to schedule or request appointments through mySaintLuke’s. For certain appointment types, you may have to call the office to schedule.

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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.

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.

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Mobile Access

Can I access mySaintLuke’s on my phone?
Yes. Download the SaintLukesKC app for iPhones and Android phones. You can access the mySaintLuke’s Patient Portal as well as other features such as Find a Doctor, facility maps, and more.

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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 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.

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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 through your mySaintLuke’s account. This is called proxy access. Patients may designate more than one person for proxy access to their account.

Authorization for proxy access 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/proxies 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 by:
  • 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 messaging, visit summaries, lab results, etc.

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:
    • Contact Health Information Management by calling 816-880-6036 or emailing proxyrequest@saintlukeskc.org.
    • Or fill out the proxy authorization form at the patient’s office.
  • 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, message 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 messaging, visit summaries, lab results, etc.

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

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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?
Automatic log outs occur occasionally for security reasons. If your keyboard remains idle for 15 minutes or more during a session, you will be automatically logged out of mySaintLuke’s. 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. We’re available 24 hours a day, seven days a week.

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. We’re available 24 hours a day, seven days a week.

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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 Hospital 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 personal information and health-related personal information.

As an added security precaution, we store all personal information and health-related personal 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 personal information from loss, misuse, or alteration by third parties, there’s always some risk involved in transmitting information online.

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