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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Does every patient automatically have MyChart?
Is there a fee to use MyChart?
How do I sign up?
Can I use MyChart on my smartphone?
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?
Why can't I see all of my health issues and my entire medical record through MyChart?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
I sent a message to my doctor. Why did I receive a response from his/her medical assistant or nurse?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., e-mail address or password)?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?
Is my activation code my user ID?

What is MyChart?

MyChart is a secure, online tool that offers you personalized and secure access to portions of your electronic health record. It provides new, convenient ways to help manage and receive information about your health. With MyChart, you can use the Internet to:

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Does every patient automatically have MyChart?

No. Though we strongly encourage you to sign up for MyChart so that you may benefit from its many convenient uses, a MyChart account will only be established for you at your specific request. We respect your personal preference regarding communication with your physician, and we do not require anyone to become a member of the MyChart community.

Also, if your physician’s practice has not yet implemented Presence Health's new electronic health record, you will not have access to MyChart until the office is phased in. As this is a technologically complex process, it will be completed in phases over the next several years.

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

If you wish to establish a MyChart account, please request a MyChart activation code from your physician’s office during your next office visit. You will be provided with a letter that contains your code as well as instructions to help you log in and create your account with your own user ID and password. The access code is good for 30 days. If the account is not activated within 30 days, you will need to request a new activation code.

You can also request an activation code online. Complete the form by entering all the requested information on your computer. You will then receive a unique access code via e-mail to be used to activate your account.

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Can I use MyChart on my smartphone?

Yes, MyChart is available for both Apple iOS devices (iPhone® and iPad™) and Android ™ devices. To use the mobile MyChart app, you must first create a MyChart account.

Apple device users: Launch the App store on your device and search for “MyChart”.

Android device users: Launch the Market app on your device and search for “MyChart”.

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Who do I contact if I have further questions?

You may e-mail us at mychart@presencehealth.org, or you can call our MyChart Patient Support Line at 1-888-744-1907.

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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 4 business 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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Why can't I see all of my health issues and my entire medical record through MyChart?

MyChart provides a summary of your health care issues, medications, lab results and out-patient visits as released by your physician. However, you may request your medical record by filling out an Authorization to Use and Disclose Individually Identifiable Health Information form and faxing it to the Medical Records department of the hospital where you were a patient. A list of hospital sites and fax numbers can be found on our website.

If you have been hospitalized at one of our hospitals, only limited information from a hospital stay will be provided in MyChart at this time. If you have additional questions pertaining to your inpatient records, please speak with your physician or contact the Medical Records department of the hospital where you were admitted. A list of hospital sites and contacts can be found here.

MyChart is available to the ambulatory sites and physician offices that are currently live on Presence Health's new electronic health record – Epic.

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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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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 2 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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I sent a message to my doctor. Why did I receive a response from his/her medical assistant or nurse?

Your doctor and medical staff work together as a team to provide health care services to you. Like phone calls, MyChart messages are often reviewed initially by a nurse of medical assistant working with your doctor and forwarded to your doctor on a case-by-case basis.

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Can I view a family member's health record in MyChart?

Yes, you can. This is called Proxy access. Proxy access can be granted for parents (or legal guardians) to view the medical information of their minor children (up to age 11) and teenage children (12-17) with the teenager’s consent. Proxy access can also be granted to an adult caregiver such as a guardian or agent under the power of attorney for healthcare law for adult patients with diminished capacity. Proxy access allows a MyChart user to log into their personal MyChart account, and then connect to information regarding their family member or other individual whose account they have been authorized to access. To obtain the appropriate proxy access form, please contact your physician's office or click here.

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Can I ask questions regarding a family member from my MyChart account?

If you have proxy access to a family member or other individual's account, you may ask questions regarding them, but only while logged into the proxy context and acessing that person's record.

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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 have their own account. However, you and your spouse can grant each other proxy access by completing the appropriate proxy access form and signing a HIPAA Authorization allowing access to each other's medical authorization.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online. If you are unable to reset your password, please contact our MyChart Patient Support Line at 1-888-744-1907 to request a new, secure password.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Contact us at mychart@presencehealth.org and after we verify your information, a new code will be sent via U.S. Postal Mail.

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

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

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

For other than general information viewing, MyChart must be accessed with a Secure Sockets Layer (SSL) compatible browser or terminal. Our SSL web server uses authentication and offers the highest level of encryption technology commercially available (128-bit RC4).

You can tell when you are secure by looking at the location (URL) field. If the URL begins with https:// (instead of http://), the document comes from a secure server. This means your data cannot be read or deciphered by unauthorized individuals. You can tell whether you are truly connected to Presence Health by viewing the digital certificate. This certificate verifies the connection between the Presence Health server's public key and the server's identification.

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What is your Privacy Policy?

MyChart is owned and operated by Presence Health and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by Presence Health. You may review our full privacy policy here.

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser. MyChart works on the following browsers:

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, email us at mychart@presencehealth.org or you can call our MyChart Patient Support Line at 1-888-744-1907.

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Is my activation code my user ID?

No, your activation code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 30 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

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