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MyLGHealth Frequently Asked Questions

MyLGHealth General Information
Q. Is MyLGHealth available for emergency/urgent issues?
A. No. If you have an urgent issue, please call your doctor's office directly. If you are experiencing a medical emergency, please dial 911.
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Q. What is MyLGHealth?
A. MyLGHealth is a secure website that allows patients participating in the program to:
  • Access their medical record
  • Communicate with their healthcare team
  • Request prescription refills
  • Request physician referrals
  • View test results
  • View past and upcoming appointments
  • Request new appointments or cancel existing appointments
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Q. How do I sign-up for MyLGHealth?
A. It’s easy to sign-up for MyLGHealth and the service is free. Register for MyLGHealth online or stop by your provider’s office and ask for your personal access code. Adults ages 18 and older can register online for MyLGHealth or visit their doctor’s office. Once logged in, patients can request access to their children’s accounts online (ages 12 and under). For access to children ages 13-17 or adult to adult such as a spouse or parent, access is only obtained through your doctor’s office. To view a list of participating MyLGHealth practices, click here.
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MyLGHealth Online Enrollment
Q. Can I sign-up for MyLGHealth online?
A. Yes, you can sign-up for MyLGHealth online. You must be 18 years or older to complete the online sign-up process for MyLGHealth. You will be required to answer security questions to confirm your identity. These questions are provided by a secure third party service that has direct access to various public information sources. The content of these questions is publicly available and can be retrieved legally by any requesting party. The questions typically relate to property ownership or family relationships and are “top of mind” meaning that a person whose identity is being validated should be able to correctly answer from their own memory. The presentation of questions and your responses are all secured with 128-bit encryption.

Click here to sign-up for MyLGHealth online. Download the following instructions to complete the online enrollment process.

Once logged in, patients can request access to their children’s accounts online (ages 12 and under).

If you have questions during online enrollment, please contact MyLGHealth Customer Service at (717) 544-2860 or MyLGHealthSupport@LGHealth.org.
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Q. Why are you asking me these personal questions?
A. This security verification is for your protection in order to confirm your identity. You will need to answer enough questions correctly for us to accurately verify your identity.
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Q. Where did you get this data?
A. These questions are provided by a secure third party service that has direct access to various public information sources. The content of these questions is publicly available and can be retrieved legally by any requesting party. The questions typically relate to property ownership or family relationships and are “top of mind” meaning that a person whose identity is being validated should be able to correctly answer from their own memory.
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Q. How do you use this information about me?
A. We use your personal information only to help you create a MyLGHealth account. This information will never be shared for any purpose. It is necessary to collect your social security number to enable us to validate your identity through the online enrollment process. Once the process is complete, we keep no record of the information.
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MyLGHealth Account Set-up and Access Restrictions
Q. How do I access MyLGHealth?
A. Visit www.MyLGHealth.org to enroll or login to MyLGHealth. Please bookmark this page before clicking the login button to visit MyLGHealth in the future.
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Q. Who can use MyLGHealth?
A. MyLGHealth can be used by patients of LG Health practices and participating Community Connect practices. To view a list of participating doctors, please click here.
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Q. Can I access my child’s medical records?
A. Through something called Proxy Access, you may access your child’s medical records until they reach the age of 13. Due to Pennsylvania laws that allow minors to consent to certain medical treatment without parental consent, from the age of 13 to 17, parents/guardians will not have access to their child’s medical information using MyLGHealth. As always, parents/guardians can contact their family physician to discuss their child’s medical situation. Proxy access can be set-up in person at your doctor’s office, or once logged into MyLGHealth, you can request access to children age 12 and under by clicking on My Family’s Records and then Child Proxy Request.
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Q. Can I access another adult’s medical records?
A. Yes. You may setup proxy access between accounts of adult patients. Both adults must give consent for proxy access to occur, unless a legal guardianship has been previously established. This access must be set-up in person, at the physician office.
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MyLGHealth Customer Support
Q. How can I obtain assistance with the system?
A. Please contact Customer Service at (717) 544-2860 or MyLGHealthSupport@LGHealth.org and provide as much information as possible regarding your question. Customer service will respond to your inquiry within two business days.
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Q. Can my medical practice help me with the system?
A. Your practice can assist you with set-up of proxy to another patient’s record. For all other questions, please contact Customer Service at (717) 544-2860 or MyLGHealthSupport@LGHealth.org.
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Q. What are the password requirements?
A. Passwords must be a minimum of eight (8) characters in length, and also contain at least one letter and digit; challenge phrases are also used in order to reset a forgotten password.
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Q. Why is my account locked?
A. The system will automatically lock out an account that has been accessed four (4) times with an incorrect password. If your account becomes locked, you must contact Customer Service at (717) 544-2860 for assistance.
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Q. How can I prevent my account from becoming locked?
A. If you attempt to login to your account four (4) times and are unsuccessful, your account will become locked. We recommend you use the “forgot password” link to reset your password before your account becomes locked. You can reset your password by providing the answer to your challenge question, as well as some additional identifying information. You are able to reset your own password, at any time, with no assistance required from Customer Service. If your account becomes locked, however, you must contact Customer Service at (717) 544-2860 for assistance.
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Q. What if I forget my password?
A. On the login screen below the MyLGHealth ID field, click the “forgot password” link that will ask you for the answer to your challenge phrase and additional information. You will then be able to set a new password.
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Q. How secure is the MyLGHealth system?
A. The system uses an encrypted session between your computer and the MyLGHealth website. This makes the system much more difficult to compromise, thus increasing the security of your information. This encryption is enabled by a VeriSign (SSL) certificate, which is the industry standard in securing websites. The system is monitored regularly in an attempt to detect any unauthorized use.

A. The system will automatically lock out an account that has been accessed four (4) times with an incorrect password. If your account becomes locked, you must contact Customer Service at 717-544-2860 for assistance.
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MyLGHealth Features
Q. Do my secure messages (from within MyLGHealth) become part of my medical record?
A. Yes, messages that you send from within MyLGHealth, and the responses to those messages, become part of your medical record.
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Q. Can I use MyLGHealth to communicate with providers in practices other than my own family physician?
A. Yes. We are currently in the process of expanding MyLGHealth to a greater number of LG Health physician offices. To view a list of participating doctors, please click here.
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Q. Is my entire medical record available via MyLGHealth?
A. No. At this time, MyLGHealth shows selected parts of your medical record. Your provider can discuss any medical issues with you, including those not viewable in MyLGHealth.
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Q. How do I access the MyLGHealth mobile app?
A. The MyLGHealth mobile app is available for Apple iPhone, iPad or iPod touch, as well as Android devices. These apps provide convenient, secure access to the most frequently used features of MyLGHealth. Click here to download the mobile app.
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Q. How do I access my test results?
A. Most test results ordered by your healthcare provider are automatically accessible in MyLGHealth after a specific number of days as follows:
  • Lab test results: After 4 days
  • All other test results: After 7 days

Note: Results generated during inpatient stays and during visits to some hospital outpatient departments will not be automatically released to your MyLGHealth account. Currently, a participating MyLGHealth provider must initiate releasing these results to you. We are working toward having these results be released to you automatically.

If you are having any difficulty obtaining your results, or if you have questions about your results, please contact the provider who ordered the test. The MyLGHealth Customer Support team is not able to discuss test result information with patients or individuals permitted to request information on behalf of patients.
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