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MyChart Frequently Asked Questions

Enrollment Questions

What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Why am I getting Invalid Social Security Number error during the enrollment process?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not viewable via MyChart?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my provider or nurse, when can I expect a reply?
Can I share my health information in MyChart with other applications?
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?
What if I want to revoke access to my MyChart account I’ve given to a family member?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new access 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 access code does not work, what should I do?
Is my activation code my user ID?
Who do I contact if I am experiencing problems with this website?
Last Updated: September 2017

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, patients of HealthConnect providers can use the Internet to:

  • Request appointments at your physician's office.
  • View your test results and health summary from the MyChart electronic health record.
  • Request prescription refills.
  • Access trusted health information resources.
  • Communicate electronically and securely with your physician office care team.
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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?

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 call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You may e-mail us at MyChartSupport@*****.com, or you can call our MyChart Patient Support Line at 1-xxx-xxx-xxxx.

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

You will generally receive an answer within one to three business days during normal office hours. MyChart should not be used for urgent situations. Please call your provider’s office if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I share my health information in MyChart with other applications?

Yes, you can give permission to applications capable of receiving your health data. To share your data, follow prompts of the application you want to receive your data.

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

Yes. 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. Enrollment for proxy access is available at your physician's office or through a Franciscan Health hospital HIM department. During your next physician office visit, complete a MyChart Proxy Consent Form to request access to this convenient service.

For adults, such as your spouse, each adult must sign and submit a Release of Information request and establish his or her own MyChart account.

If a patient above the age of 12 wishes to grant MyChart proxy access to another individual, they will first establish his or her own MyChart account. Then they will complete a MyChart Release of Information Consent form to grant access to the designated proxy. Your physician's office can assist you with this.

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

Yes, if you are signed up as a proxy for that family member. Click on the icon for the family member you want to ask a question about. You will then be able to view that person’s medical information and can send the question to the appropriate provider. It is very important to access your family member’s account because any communication with your provider from your account will 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 their own MyChart account.

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What if I want to revoke access to my MyChart account I've given to a family member?

To revoke access to your MyChart, log into MyChart and from the left menu, go to the My Family's Records section and select Family Access Settings. Finally, select the name of the proxy you no longer want to have access and click the revoke access button.

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I forgot my password. What should I do?

Click the "Forgot password" link on the sign-in page to reset your password online.

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

You can request a new access code by contacting your Healthcare provider office.

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

To update personal information such as e-mail 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 access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 1024-bit RSA 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?

Our privacy policy can be accessed 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 10 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 version 7 or above 8).

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

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, you will need to return to your physician's office to obtain a new activation code.

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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 use it or after 90 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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Who do I contact if I am experiencing problems with this website?

You can call our MyChart Call Center at 1-877-900-5741 between 6:00am and 9:00pm CT or 7:00am and 10:00pm ET.

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