MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
What do I need in order to access MyChart?
How do I sign up for MyChart?
What is an access code?
My access code doesn't work — what should I do?
How can I be sure that no one else is looking at my medical information?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
MyChart For My Family
What is Proxy Access?
Can my spouse and I share one MyChart account?
After I Have Enrolled
When I try to login, I get a message that states "login unsuccessful", please explain?
What should I do if I forget my MyChart ID (username)?
I forgot my password. What should I do?
Where can I update my e-mail or change my password?
Technical Questions
I do not receive notification emails of activity in my account, Or, I have not received an approval notice, please explain?
I was typing a message and needed to step away for a moment. When I returned I found I was logged out of MyChart?

What is MyChart?

MyChart offers you and your loved ones secure on-line access to personal health information. You will be able to:

  • View past and upcoming medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • View current medications.
  • Review allergy information.
  • Review immunization records.
  • Review health maintenance issues.
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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What do I need in order to access MyChart?

To access MyChart, you need:

  • Internet access and a working e-mail account that you check regularly
  • to accept the Terms and Conditions statement
  • an internet browser that meets below minimum version and setting requirements:
    • Internet Explorer 5.x, 6
    • Firefox 1.0 - 1.5
    • Safari 3
    • Netscape 7, 8
    • AOL 3.0 - 9.0
    • Opera 8
    • Session Cookies enabled
    • Javascript enabled
    • 128-bit SSL capability (for secure messaging)
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How do I sign up for MyChart?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during you next office visit.

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What is an access code?

The access code that we send to you allows you to activate your account and create your own unique MyChart ID (username) and password. Once you create your MyChart ID (username) and password, your access code becomes invalid and you can discard it. You'll use the MyChart ID (username) and password you created each time you log into MyChart.

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My access code doesn't work — what should I do?

It's possible your access code has expired; it will expire after 60 days. This is a security precaution. Or, If you have already created your MyChart ID (username) and password, the access code becomes invalid. Please contact us for directions on obtaining a new access code. We will then email you with your new access code.

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How can I be sure that no one else is looking at my medical information?

Your MyChart ID (username) and password that you use to login are key to protecting the confidentiality of your information.

You create your own MyChart ID (username) and password; it is your responsibility to keep your password confidential. You should not share this information with anyone else. If you believe that your password has been compromised, please change it immediately!You can change your password online at any time, Login, and select Preferences from the left-hand navigation options.

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Who do I contact if I have further questions?

You may or call (844)635-1390

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When can I see my test results in MyChart?

Your test results are released to your MyChart account after your physician has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart.

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

Your MyChart information comes directly from your electronic medical record at your doctor's office. 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 visit.

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What is Proxy Access?

Proxy access allows you to securely access a family member or loved one's medical information. If you have a child less than 12 years of age and you are the legal guardian, call their physician's office or ask for proxy access at their next office visit. If you would like Proxy access to an adolescent’s or adult's medical record the patient has to contact their provider's office to give permission.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own MyChart account.

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When I try to login, I get a message that states "login unsuccessful", please explain?

  • On your keyboard, make sure your Caps Lock Key is not on. Your MyChart ID (username) and password are case sensitive.
  • Make sure you do not enter extra spaces in either the MyChart ID (username) or password fields.
  • Be sure you are not using your access code. Your access code is not your MyChart ID (username) or password. It's a code that it used to activate your account during initial setup and enables you to create your MyChart ID (username) and password.
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What should I do if I forget my MyChart ID (username)?

If you have Forgot MyChart ID, we will e-mail your ID to you. Your email address must be updated in our system in order to use this functionality. You may also contact us at (844)635-1390

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I forgot my password. What should I do?

If you have forgotten your password, please use the Password reset option to reset your information. You must know your MyChart ID (username) and have set a security question in order to use this functionality. You may also contact us at (844)635-1390

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Where can I update my e-mail or change my password?

Log into MyChart and from the left menu, go to the "My Account" section and select the appropriate option.

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I do not receive notification emails of activity in my account, Or, I have not received an approval notice, please explain?

A notification email is a system-generated message that gets automatically sent out to your email address whenever there is activity in your MyChart account. The activity can include an approval notice, which provides you with instructions on how to set-up your account, an updated lab result or an email message from customer service.There are four reasons why you may not receive our notification emails:

  • Spamblocker - You may not receive these notification messages due to a spamblocker on your internet account. In this case your computer recognizes our email as Spam. The only way to prevent our messages from going into your junk/bulk email folder is to add our email address to your address book.
  • Initial Set-Up - You have chosen not to receive our notification email. This screen will appear when you are confirming your email address during the initial set-up of your account.Please select "yes" in order to receive our emails.
  • Incorrect Email Address - You have not updated your email address in your MyChart account. To update your email address: Login to your MyChart account, select "Notifications" under "My Account" from the left-hand navigation options. Change your email under "Contact Information" and click on "Save Changes".
  • Firewall - Your computer may have a firewall set-up on the system. An email FirewallServer is an anti-spam anti-virus net appliance that blocks unknown email from your inbox.When the email is sent the server blocks it and automatically deletes the email.
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    I was typing a message and needed to step away for a moment. When I returned I found I was logged out of MyChart?

    We want to protect your privacy. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will automatically be logged out of MyChart. Any information you have typed will be lost. We recommend that you do not leave your MyChart account open if you are called away. Make it a practice to always log out.

    Please note that MyChart currently warns you when you session will expire. If you do not see this warning you may have a pop-up blocker enabled on your computer. Please change the required settings so that you may receive this message from the system.

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