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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
Why don't all my health issues show up in MyChart record?
If some of my health information on MyChart is not correct, what should I do?
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
How do I get the complete set of my medical records?
If I send a message to my doctor, when can I expect a reply?
What information should I provide for a prescription renewal?
Why do some of my medications listed say "Historical Provider" where the doctor's name should be?
Why are some of my medications missing from the list on the “Request Rx Renewal” page?
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., home address, e-mail or change my 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?
My account has been disabled! What happened? What do I do now?

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

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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?

At this time, MyChart is in a pilot phase. Please click here to see a list of the participating Physicians. Many more physicians will be offering MyChart in the following year. Patients of the Providers offering MyChart who wish to participate will be issued a MyChart activation code during their provider 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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Who do I contact if I have further questions?

Please talk with your MyChart Participating Provider if you have more questions.

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Why don't all my health issues show up in MyChart record?

Your Health Summary contains the record of health issues that have been released by your Participating MyChart Physician. You can discuss this with your Physician during your next visit.

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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 physician's office. Please contact your doctor to correct any inaccurate information.

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When can I see my test results in MyChart?

In most instances, your test results are released to your MyChart account after your physician has reviewed them. This is generally within 10 days. Some routine test results are automatically delivered to your account, while others are released by your health care provider. In both cases, your provider will receive and review all your test results, and he or she will contact you if further discussion about your result is needed. If you have questions or concerns about your test results, please contact your health care provider.

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Why are certain test results not shared electronically via MyChart?

Tests of a very sensitive nature are not released to MyChart.

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How do I get the complete set of my medical records?

You can obtain your Genesis medical records by contacting Health Information Management at 740-454-5905. For information from your Primary Care Provider, please call that office directly.

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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 2-4 business days. Please note that MyChart should not be used for urgent situations. Please contact your physician's office if the situation requires immediate attention or dial 911 if it is an emergency.

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What information should I provide for a prescription renewal?

You should provide the following information for a prescription renewal:

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Why do some of my medications listed say "Historical Provider" where the doctor's name should be?

Your Primary Care Physician will document all medications in your electronic medical record. If your Participating MyChart Physician did not originally prescribe the medications but documented them in your record, you will see "Historical Provider" in the provider information listed on the medication page. Medications in this category cannot be renewed through MyChart.

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Why are some of my medications missing from the list on the “Request Rx Renewal” page?

Medications that have been documented - but not prescribed - by your MyChart participating physician cannot be renewed through MyChart. The medication(s) will not show up on the "Request Rx Renewal" page in this case.

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

Yes you can. This is called Proxy access and allows a person to log into their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form (at your family member's physician's office) to request access to this convenient service.

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

MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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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 his or her own MyChart account.

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I forgot my password. What should I do?

You should click the "Forgot password" link on the sign-in page to reset your password online. If you are still unable to access your account, please contact your physicians office.

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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?

You must return to your Primary Care Physician's Office in person and they will issue you a new access code.

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Where can I update my personal information (e-mail or change my 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.

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What is your Privacy Policy?

The full Privacy Policy can be found here.

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I was logged our of MyChart, what happened?

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. The automatic log outs are used to protect your information and the system.

What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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

For your security, your activation code expires after 45 days and is no longer valid after the first time you use it. If you still have problems, please contact your physicians office.

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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 45 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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My account has been disabled! What happened? What do I do now?

Most likely, you have tried to access your MyChart account 5 times in a row using the wrong password. If you do this, for security purposes, your account is disabled. If your account becomes disabled, you should contact your physicians office. Once your account has been re-activated, you can then use the "forgot password" link located just below the password field on the home page. Please remember to write down your user name and password and keep it in a safe place to avoid this inconvenience.

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