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MyCHArt Frequently Asked Questions

Enrollment Questions

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:

  • Request medical appointments.
  • View your health summary from the MyCHArt electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your health care team.

Is there a fee to use MyCHArt?

MyCHArt is a free service offered to our patients.

How do I sign up?

Patients who wish to participate will be issued a MyCHArt activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may ask to sign up during your next office visit.

Who do I contact if I have further questions?

You may e-mail us at mycharthelp@challiance.org.


Your Medical Record

When can I see my test results in MyCHArt?

Some of your test results are released automatically at 72 hours to your MyCHArt account prior to your provider reviewing them. Other results can only be released after your provider has reviewed the results.

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.

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 provider's office. Ask your provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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

You will generally receive an answer within 1-2 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.


MyCHArt For My Family

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

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyCHArt account, and then connect to information regarding their family member. Request this with the patient's provider's office and complete a Proxy Consent Form to obtain access to this convenient service.

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

NO. 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. You can do this however if you are the patient’s Proxy and have been set up to access their records from MyCHArt. Be sure to send the message from within their record.

Can my spouse and I share one MyCHArt account?

No, due to the sensitive nature of medical information, each adult must establish their own MyCHArt account.


After I Have Enrolled

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 continue to have a problem, email us at mycharthelp@challiance.org with your name and date of birth for further assistance.

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

If you lost your activation code please email us at mycharthelp@challiance.org with your name and date of birth so we can invalidate it. You will then need to contact your provider's office for a new activation code. If your activation code has expired, contact your provider's office for a new one. Privacy issues prevent us from e-mailing a new activation code to you.

Where can I update my personal information (e.g., home address, 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.


Technical Questions

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 usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, 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.

What is your privacy policy?

MyCHArt is owned and operated by MyCHArt 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 MyCHArt.

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 (such as Internet Explorer).

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

For your security, your activation code expires after 90 days and you should contact your provider's office for a new one. It is also no longer valid after the first time you use it. If you still have problems, email us at mycharthelp@challiance.org.


MyChart® licensed from Epic Systems Corporation, © 1999-2009. Patents pending.