HSHS Updates

Frequently Asked Questions

We strive to update these FAQs with new information as available. Please note that some of the archived FAQs may no longer accurately reflect the current status of our systems and services as we have progressed with our restoration efforts. Please contact your provider or HSHS location if you have additional questions.

September 25, 2023 at 10am CT

How can I pay my HSHS hospital / HSHS Medical Group / Prairie Cardiovascular bill?

HSHS will begin collecting payments from patients for outstanding bills the week of September 25, and patients will begin receiving statements in the days to follow. We have begun collecting payments onsite at the time of service as well. Should you have any questions, please reach out to your provider. Please know that HSHS does not charge late payment fees.

I went into MyChart (My HSHS / MyPrevea) and my medical records and information is not complete. Why is data missing?

We continue to work to fully restore data in MyChart, though this will take some time. If you have an immediate need for a record that is not yet available via MyChart, please call your provider’s office to speak with a member of your health care team. Thank you for your continued patience.

On Sept. 12, 2023, HSHS successfully restored partial functionality to the EPIC platform, our electronic health records platform, which includes full functionality to MyChart applications. We will respond to patient messages as quickly as possible, and we encourage patients to reach out to their provider’s office to speak with a member of their health care team, should they require urgent assistance. We remain focused on restoring the rest of our systems in a methodical manner, which will take time to complete. We appreciate your continued patience and look forward to continuing to care for our valued patients. We would like to thank our patients for all of their support during this time.

Below are some common questions we’ve received. Please check back frequently as we continue to update information as it becomes available.

How can I contact my physician, provider or other contact at HSHS hospitals and clinics?
Most phone lines are now working across Illinois hospitals as well as HSHS Medical Group and Prairie Cardiovascular clinics. You may experience delays as we are currently handling high call volumes. We appreciate your patience and understanding. All our locations are also open as normally scheduled. In addition, our MyChart patient portal is now functioning, so you can message your physician or provider via MyChart.

How can I make an appointment?
To schedule an appointment, please contact your provider or refer to the hospital contact information and reach out to the HSHS hospital where you receive care. You may also schedule appointments through MyChart.

I have an appointment coming up in the near future. Is there anything I need to know?
Please arrive to your appointment at your regularly scheduled date, time and location. We are here and ready to care for you! If you have any questions or other concerns, you may reach us via phone or you can message your physician or provider directly via your MyChart account.

My appointment was canceled during the outage. When will I hear from someone to reschedule?
We apologize for the inconvenience. We will be contacting patients to reschedule as soon as we can. You may also now reach out directly to your physician or provider via phone or MyChart.

I submitted a message through MyChart. When will I receive a response?
We appreciate your patience as we work to respond to your messages as quickly as possible, while giving the personal attention each of our patients deserves. Should you require urgent assistance, please telephone your provider’s office to speak with a member of your health care team.

I have a medication question or concern. What are my options?
You can reach your physician or provider via phone or MyChart account.

I received a suspicious communication that appears to be from HSHS. What should I do?
If you receive a questionable communication that appears to be from HSHS, please do not respond. We ask that you save them so that we can track and investigate the source. Please forward the information to [email protected].