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MyChart ® Epic Systems Corporation

myWakeHealth Frequently Asked Questions

Enrollment Questions
What is myWakeHealth?
Is there a fee to use myWakeHealth?
How do I sign up?
How do you verify my identity?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in myWakeHealth?
Why are certain test results not shared electronically via myWakeHealth?
If some of my health information on myWakeHealth is not correct, what should I do?
How do I authorize someone to receive a copy of my paper records?
If I send a message to my doctor, when can I expect a reply?
myWakeHealth For My Family
Can I view a family member's health record in myWakeHealth?
Where do I get the proxy forms and how do I submit them?
Why is Proxy Access limited for children ages 12-17?
May I ask questions regarding a family member from my myWakeHealth account?
Can my spouse and I share one myWakeHealth account?
After I Have Enrolled
I forgot my password. What should I do?
My activation code is lost, expired or I did not receive it. What should I do?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is myWakeHealth secure?
What is your privacy policy?
I was logged out of myWakeHealth, what happened?
What do I need to use myWakeHealth?
Is myWakeHealth available for mobile devices?
My activation code does not work, what should I do?
Is my activation code my user ID?

What is myWakeHealth?

myWakeHealth is a patient portal that offers convenient, secure access to the information you need to manage your care. It enables you to use the Internet securely to view your medical information online. Using myWakeHealth on your computer or smartphone, you can:

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Is there a fee to use myWakeHealth?

No, myWakeHealth is a free resource for our patients.

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How do I sign up?

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How do you verify my identity?

We use Experian, a secure, third-party verification service, to confirm your identity. This service is similar to what banks and healthcare.gov uses to verify customer identity.

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Who do I contact if I have further questions?

You can call our myWakeHealth Patient Support Line toll free at 855-560-5111.

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When can I see my test results in myWakeHealth?

Most test results appear in your myWakeHealth account as soon as the results are posted in your electronic health record. They do not have to be released by the provider. Imaging results take four (4) days.

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Why are certain test results not shared electronically via myWakeHealth?

Your provider is able to determine which types of test results are accessible through myWakeHealth. Some tests of a very sensitive nature may not be released automatically through myWakeHealth. Your provider will be able to discuss this with you.

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

Your myWakeHealth information comes directly from your electronic medical record at Wake Forest Baptist Health. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each time you visit the clinic. You may also request an amendment to your medical record in accordance with the procedure outlined in the Notice of Privacy Practices.

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How do I authorize someone to receive a copy of my paper records?

Please complete the “authorization for use or disclosure of protected health information form” and mail to Health Information Management, 4th Floor South Building, Medical Center Boulevard, Winston Salem NC 27157 or fax to 336-716-5271.

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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 from a member of your care team within one to three (1-3) business days. Please note that myWakeHealth should not be used for urgent situations. Please contact your doctor if the situation requires a quicker reply. Dial 911 if it is an emergency.

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Can I view a family member's or another individual’s health record in myWakeHealth?

Yes, in certain instances. To protect the privacy of patient health information, access to another record must be authorized through proxy access. If you are authorized to have proxy access, but do not already have your own myWakeHealth account or are not a patient of Wake Forest Baptist Health, an account will be created for you.

Use one of the forms below to request proxy access:

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Where do I get the proxy forms and how do I submit them?

Proxy forms are available as indicated above or a printed copy is available from the Health Information Management (HIM) department at Wake Forest Baptist Medical Center located on the 4th Floor of the South Building, Medical Center Boulevard, Winston-Salem, NC.

You can email, hand deliver completed, signed proxy authorization forms (with additional documentation if specified by the type of proxy access) in person to HIM or mail them to:

HIM Department
Attn: MWH Staff
Wake Forest Baptist Medical Center
Medical Center Boulevard
Winston-Salem, NC 27157

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Why is Proxy Access limited for children ages 12-17?

Under North Carolina State law, minors may consent to certain services without the consent of a parent or guardian and have all the privacy rights related to that service. This includes the prevention, diagnosis and treatment of sexually transmitted diseases and other diseases that must be reported to the State; pregnancy, drug or alcohol abuse; and emotional disturbance.

To protect the minor’s right to privacy, we limit access on the myWakeHealth portal because the system is unable to separate certain records to protect this right to privacy. Parents and legal guardians may still request a copy of the After Visit Summary during a clinic visit or request full records from Health Information Management (HIM) by email at MWHstaff@wakehealth.edu or by mail at:

HIM Department
Attn: MWH Staff
Wake Forest Baptist Medical Center
Medical Center Boulevard
Winston-Salem, NC 27157

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May I ask questions regarding a family member from my myWakeHealth account?

Yes, but only if you have been granted Proxy Access for your family member. If Proxy Access has been granted, you must be appropriately logged on as a proxy in order to ask questions about the individual who has authorized your Proxy Access.

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Can my spouse and I share one myWakeHealth account?

No, due to the sensitive nature of medical information and privacy and security laws, each adult patient must establish their own myWakeHealth account. Access to another person’s health information may only be granted after proper completion of a Proxy Access authorization.

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I forgot my password. What should I do?

Simply click on the “Forgot Password?” link on the sign-in page to reset your password online. If you require additional assistance, please call our Help Desk at 855-560-5111.

My activation code is lost, expired or I did not receive it. What should I do?

No worries. You can sign up online now or contact the myWakeHealth Patient Support Line toll-free at 855-560-5111.

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

Sign in to myWakeHealth. Using the tabs across the top, go to Preferences and select the appropriate option.

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How is myWakeHealth secure?

Protecting the privacy and security of your health information is important to us. Access to health information is controlled through secure activation codes, personal IDs, and passwords. Each person controls his/her own password, and the account cannot be accessed by others who are not authorized without that password. myWakeHealth also uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with myWakeHealth. Unlike conventional e-mail, all myWakeHealth messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by Wake Forest Baptist Health. View our Privacy Policy. You may also contact your provider or email privacy@wakehealth.edu to request a copy of the Notice of Privacy Practices, which describes how your protected health information may be used or disclosed.

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I was logged out of myWakeHealth. What happened?

The privacy of your health information is important to us. If your keyboard remains idle for 15 minutes or longer while logged onto myWakeHealth, you will be automatically logged out. To protect the privacy of your health information, we recommend that you log out of your myWakeHealth session if you need to leave your computer for even a short period of time.

What kind of computer access do I need to use myWakeHealth?

You need access to a computer connected to the Internet and an up-to-date web browser. For Internet Explorer users, myWakeHealth may not work in older versions of your browser. Please upgrade to IE11 or use another browser such as Google Chrome, Mozilla Firefox or Safari.

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Is myWakeHealth available for mobile devices?

Yes, once you have a myWakeHealth account, you can download the MyChart app on your mobile device (iPhone or Android).

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

Your activation code expires after you successfully signed up or after 60 days of receiving the code. If you have not signed up within that time frame, you can still sign up online without a code. If you still have problems, contact the myWakeHealth Patient Support Line toll-free at 855-560-5111.

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Is my activation code my user ID?

No, your activation code is not your myWakeHealth ID or password. You will use the activation code only once to sign in to myWakeHealth for the first time. (The code will expire after you have used it or after 60 days). When you sign in to myWakeHealth the first time, you will enter your activation code and then be asked to create your own unique myWakeHealth ID and password.

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