MyChart Frequently Asked Questions - Ver en Español
- About MyChart
- What is MyChart?
- Is there a fee to use MyChart?
- What do I need to use MyChart?
- How is MyChart secure?
- Enrollment Questions
- What is MyChart?
- Who can use MyChart?
- Is there a fee to use MyChart?
- Why use MyChart?
- How do I sign up?
- Can I sign up before my first visit?
- Is an email address required to sign up for MyChart?
- Can I use the same username and password I had on another patient portal?
- Is my activation code my username?
- Who do I contact if I have further questions?
- Your Medical Record
- When can I see my test results in MyChart?
- If some of my health information on MyChart is incorrect or missing, what should I do?
- I visited a clinic when I was on vacation. How do I add those documents to my medical records?
- If I send a message to my doctor or nurse, when can I expect a reply?
- Why can't I see my doctor in the list of available doctors to message?
- How can I get a complete set of medical records for myself or my family member?
- MyChart for My Family
- Can I ask questions regarding a family member from my MyChart account?
- Can my spouse and I share a MyChart account?
- How do I view a family member's health information in MyChart?
- What if I have several children? What about my aging parents?
- Do I need to be a patient to have proxy access?
- What can I see with proxy access?
- How do I get proxy access?
- Where can I get a Proxy Access Authorization form?
- What if I need full access to my adolescent's health information?
- What happens when my child turns 12?
- What happens when my child turns 18?
- If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse
- Can I remove someone who currently has proxy access to my health information?
- Managing My Profile
- What can I do if I forgot my username?
- 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, email or change my password)?
- Technical Questions
- Is MyChart secure?
- What is your privacy policy?
- I was logged out of MyChart. What happened?
- What should I do if my activation code is disabled or does not work?
- Why don't I receive notification when there are new messages or new test results?
- What do I need to use MyChart?
- Is my browser compatible?
- Video Visits
- What hardware do I need for Video Visit?
- What software do I need for Video Visit?
- My webcam connection is very poor quality
- How do I schedule a Video Visit?
- Release of Information
- How do I request my medical records from more than one facility (location)?
- When can I expect to receive a copy of my medical records?
- How do I know when my requested medical record is available for viewing in MyChart?
- Is there a cost associated with my request for my medical records?
- How do I request my radiology images?
- Where can I permanently store my requested medical records?
- How do I get help if I have questions about MyChart, Medical Record requests, or Lucy?
- MyChart “Care Team” Designations
- Who is the general PCP identified on the care team in Epic MyChart?
- This general PCP is not correct. Why not?
- How can I change my general PCP so it is accurate in My Chart?
- Who is the “from insurance PCP” and why is this sometimes different from the general PCP?
- How do I change the “from insurance PCP provider?
- What if I do not have a primary care provider?
What is MyChart?
MyChart offers patients personalized and secure access to portions of their medical records. It gives you convenient, 24-hour access to securely use the internet to help manage and receive information about your health. With MyChart, you can:
- 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 medical care team.
MyChart is owned and operated by Atlantic Health System and is fully compliant with federal and state laws pertaining to your privacy.
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Who can use MyChart?
MyChart is available to patients who have been treated within Atlantic Health System and to their parents, legal guardians, and caregivers. The minimum age for a MyChart account is 12, with approval from your Atlantic Health System doctor.
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Is there a fee to use MyChart?
MyChart is a free service offered to Atlantic Health System patients.
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Why use MyChart?
Accessing your personal medical records through MyChart can help you be more actively involved in your own health care, and accessing your family members' health information can help you take care of them more easily. Self-service options like messaging your doctor's office or requesting medication refills can eliminate phone tag with your doctor and sometimes even save a trip to the office.
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How do I sign up?
In order to set up your MyChart account, we need to confirm your identity – either in person during a visit or by using a secure third-party verification system. There are a few ways you can enroll:
- During an office visit with your doctor, front desk or registration staff may ask if you are interested in enrolling and can send you an email with an activation code.
- If you aren't asked to enroll during check-in, you should receive an activation code on your after visit summary (AVS) paperwork before you leave the office or on your discharge summary when leaving the hospital or emergency department.
- If you weren't issued an activation code, you can visit the MyChart home page and select "I do not have an activation code" under the New User section.
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Can I sign up before my first visit?
Enrollment usually occurs after your first visit to an Atlantic Health System hospital or medical office. If you don't have an upcoming appointment or don't want to wait, you can visit the MyChart home page and select "I do not have an activation code" under the New User section.
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Is an email address required to sign up for MyChart?
Yes. Providing your email address lets us inform you when you have new information in MyChart and also allows you to use tools for remembering your username or resetting your password.
If you would like to change the types of information you receive by email, you can edit your preferences by selecting Settings > Notifications.
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Can I use the same username and password I had on another patient portal?
During your enrollment, MyChart asks you to create your own unique username and password. Your username can be anything you'd like, as long as another Atlantic Health System patient hasn't already selected that username.
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Is my activation code my username?
No. You will use your activation code only once – during enrollment. When you log into MyChart the first time, you will be asked to create your own unique username and password.
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Who do I contact if I have further questions?
If you have more questions about MyChart enrollment or benefits, please ask us! Request Technical Support or call 1-800-205-9911 Monday through Friday 7AM-7PM EST.
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When can I see my test results in MyChart?
The results of most tests can be viewed in your MyChart account immediately after the results are finalized. Certain sensitive results may not be visible within MyChart. Please allow your care team up to five business days to reach out to you if needed.
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If some of my health information on MyChart is incorrect or missing, what should I do?
Your MyChart information comes directly from your electronic medical record at your doctor's office and/or Atlantic Health System medical centers. Your health information is reviewed and updated in your electronic medical record each time you visit. At your next visit, talk to your doctor about correcting or adding health information to your record.
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I visited a clinic when I was on vacation. How do I add those documents to my medical record?
Your doctor's office can add to your medical record. Please note that documents added like this may not be viewable from your MyChart account.
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If I send a message to my doctor or nurse, when can I expect a reply?
Please allow 2 business days for a response. If you do not receive a response within 2 business days, please contact your clinician's office.
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Why can't I see my doctor in the list of available doctors to message?
In general, you are able to message doctors who have seen you in an office visit, called you on the phone, or sent you a letter within the last 3 years. You are also able to message those doctors with whom you have scheduled an appointment within the next year.
A doctor may be listed on your Care Team in MyChart, but without having that direct connection to you, cannot be messaged. You also do not have the ability to send a message to doctors who provided your care during a hospital admission or emergency department visit.
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How can I get a complete set of medical records for myself or my family member?
As a patient, you have the right to access your medical record, and a parent, legal guardian, or caregiver with appropriate authorization can obtain the patient's medical record. For more information about requesting release of medical information, please see Frequently Asked Questions About Medical Records.
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Can I ask questions regarding a family member from my MyChart account?
No. MyChart offers direct access to your personal health information. Communications about another individual's health information could be incorrectly 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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No. Due to the sensitive nature of health information, each adult must establish their own MyChart account. However, with appropriate authorization, you and your spouse may have proxy access to each other's accounts.
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How do I view a family member's health information in MyChart?
You can do this through proxy access, which allows a parent, legal guardian, or caregiver to log into their personal MyChart account, and then connect to health information regarding the patient they represent. Available access is based on the age and/or authorization of the patient.
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What if I have several children? What about my aging parents?
Multiple proxies can be connected to your MyChart account, if appropriate authorization forms are maintained for each relationship.
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Do I need to be a patient to have proxy access?
No. You can have a special MyChart account that connects to your proxy access without connecting to your own health records. This applies to anyone seeking proxy access who has never been treated at an Atlantic Health hospital or doctor's office. If you have been an Atlantic Health System patient, however, we'll add your proxy access to your patient account, so you can access everything in one place.
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What can I see with proxy access?
Access levels are based on the age of the patient:
- Age 0-11: Child Proxy Access allows the parent or legal guardian the same access they have to their own health information, including medications, test results and secure communications with the doctor's office.
- Age 12-17: To protect the privacy of the patient in compliance with state and federal regulations, we offer Partial Proxy Access to the parent, legal guardian, or caregiver for an adolescent minor. This includes secure communications between the proxy and the doctor's office. In addition, the proxy will have limited access to test results, but no access to refill prescriptions or view appointments. With the agreement of the patient's trusted care provider and patient authorization, full access is available.
- Age 18 and older: Adult to Adult Proxy Access allows a caregiver of an adult the same access they have to their own health information, including medications, test results and secure communications with the doctor's office.
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How do I get proxy access?
Available access is based on the age of the patient and, in all cases, requires that you complete a Proxy Access Authorization form and provide proof of your identity with a government-issued photo ID, like a driver's license, passport, or non-driver ID.
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Where can I get a Proxy Access Authorization form?
Ask about proxy access at your doctor's office or download the form that matches the patient's age:Child (age 0-11),Adolescent Minor (age 12-17), orAdult (age 18+). You can also request a Proxy Access Authorization form at any Atlantic Health System hospital's medical records department.
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What if I need full access to my adolescent's health information?
With the agreement of the patient's trusted care provider and patient authorization, full access is available. Please discuss with your child's doctor at the next scheduled appointment.
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What happens when my child turns 12?
MyChart will notify you as your child nears this birthday. Your Child Proxy Access will automatically transition to Partial Proxy Access to protect your child's privacy.
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What happens when my child turns 18?
We understand that you may wish to retain access to your young adult's health information. With mutual authorization, you can complete the Adult to Adult Proxy Access Authorization form. Any previous proxy access will automatically end on the patient's 18th birthday.
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If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse?
No, all messages you send to your doctor's office are private and will not be visible to individuals who have proxy access to your account.
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Can I remove someone who currently has proxy access to my account?
Yes. You may revoke proxy privileges to your account at any time by selecting Settings > Personalize and looking under Who Can View My Record? Select the applicable proxy and click on "Revoke Access." This change will take effect immediately.
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What can I do if I forgot my username?
In the Sign In section, click on "Forgot Username?". After verifying your information, we'll send your username to the email address on file for your account. If you need additional assistance, please Request Technical Support or call 1-800-205-9911 Monday through Friday 7AM-7PM EST.
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I forgot my password. What should I do?
In the Sign In section, click on "Forgot Password?". After entering your information, you will be prompted with the password security question you entered when first creating your account. After correctly answering this question, you'll be able to create a new password. If you need additional assistance, please Request Technical Support or call 1-800-205-9911 Monday through Friday 7AM-7PM EST.
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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 can either request a new activation code during your next visit or contact your doctor's office. Privacy issues prevent us from emailing a new activation code to you.
If you don't have an upcoming appointment or don't want to wait, you can sign up without a code by visiting the MyChart home page and selecting "I do not have an activation code" under the New User section.
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Where can I update my personal information (e.g., home address, email or change my password)?
You can update your personal information directly in MyChart.
- Update your email address by selecting Settings > Other Preferences and look under Notification Preferences.
- Change your screen name by looking under Settings > Personalize.
- Update your password or security questions by selecting Settings > Change Password.
To update your address, please call your doctor's office or ask at your next visit, or you can visit any Atlantic Health registration desk for assistance.
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Is MyChart secure?
We take great care to ensure your medical 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 personal information. Any information provided to you is scrambled en route and decoded once it reaches your computer, smartphone or tablet. This is the same security used by the online banking industry.
Unlike conventional email, all MyChart messaging is done while you are securely logged in. Additionally, when MyChart sends you alerts regarding new information available in your account, we will never include details in the email alert. You will need to log into MyChart to view medical information.
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What is your Privacy Policy?
MyChart is owned and operated by Atlantic Health System and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records. For more details, you can read the Atlantic Health System Privacy Policy linked from the bottom of this page.
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I was logged out of MyChart. What happened?
We aim to protect your privacy and the 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.
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What should I do if my activation code is disabled or does not work?
For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. You can sign up without a code by visiting the MyChart home page and selecting "I do not have an activation code" under the New User section. If you've already received an activation code, but it is disabled, expired, or does not work, you can Request Technical Support or call 1-800-205-9911 Monday through Friday 7AM-7PM EST.
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Why don't I receive notification when there are new messages or new test results?
Verify that you have the correct email address for receiving notifications. Log into MyChart and select Settings > Other Preferences. You will find your current email address listed under Notification Preferences with a link to change it if needed. If the email address is correct, check your spam or junk folder notifications for MyChart will come from No-Reply@AtlanticHealth.org.
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What do I need to use MyChart?
You can access MyChart if you have access to a computer connected to the Internet and an up-to-date browser. MyChart is supported on Internet Explorer 11, Edge, Firefox 27+, Chrome 38+ or Safari 7+.
MyChart can also be accessed securely from your iPhone, iPad, or Android device. Simply go to the Apple Store or Google Play/Google Market and search for MyChart, by Epic. When you open the app, you will be asked to select the organization that provides your care. By logging in with your MyChart username and password, the app will automatically recognize you as an Atlantic Health System patient and connect you to your personal account details and medical information.
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Is my browser compatible?
Beginning Tuesday, October 29, 2019, your browser must be up-to-date to ensure you can continue to access Atlantic Health System’s MyChart. To confirm your device and browser are compatible, review the Compatibility Guide here.
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What hardware do I need for Video Visit?
- A PC, MAC or Mobile device such as an iPhone or Android
- A Webcam (External or Built-in)
- A Microphone (External or Built-in)
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What software do I need for Video Visit?
- For PC, you will need the latest version of Internet Explorer, Google Chrome, or Firefox. For Mac, you will latest version of Safari.
- If you are on a mobile device, you will need to install the MyChart Mobile App and the Zoom Cloud Meetings
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My webcam connection is very poor quality
You may have a slower internet connection that is causing latency.
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How do I schedule a Video Visit?
You can call the doctor’s office to make the video visit appointment or using MyChart, choose any physician listed as part of your Care Team to schedule video visit.
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How do I request my medical records from more than one facility (location)?
If you need medical records from more than one location, you can do so in the “Explain your Request” section. Please be sure to include the name of the facility, the visit date and the information that you are requesting for each additional record request.
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When can I expect to receive a copy of my medical records?
Atlantic Health System will make every effort to prepare your medical records in a timely manner, but by law, we are allowed up to 30 days should any extenuating circ*mstances arise. Please allow for this processing time when making your request.
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How do I know when my requested medical record is available for viewing in MyChart?
A notification will be sent via email. Follow these instructions to access the medical record.
- Go to Health>Document Center> and click Requested Records.
- Locate the record you want to view and click Download.
- If the record is password protected, you see a message to warn you. Click Continue Download.
- Click Save to save the file to your computer and then open it, or click Open to open it without saving it to your computer.
- If the record is password protected, click Show Password on the Requested Records page to view the password you need to access the document and enter it to view the document.
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Is there a cost associated with my request for my medical records?
Atlantic Health System does not charge for medical record requests.
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How do I request my radiology images?
In the “Explain Your Request” section, identify the radiology image(s) you are requesting, along with the facility where and the date when the images were taken. We will mail your radiology image disk to your home address.
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Where can I permanently store my requested medical records?
“Lucy” is a feature in MyChart where you can store all your medical information in a central location. You can also share records stored in “Lucy” with other organizations where you receive health care.
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How do I get help if I have questions about MyChart, Medical Record requests, or Lucy?
Atlantic Health MyChart Patient Support team is available Monday through Friday 7AM-7PM EST at 1-800-205-9911.
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Who is the general PCP identified on the care team in Epic MyChart?
The general primary care provider is the primary care physician identified during registration as a patient within Atlantic Health System facilities or practice sites. Typically, you or your family member are asked to identify this provider when you register for services.
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This general PCP is not correct. Why not?
The three most likely reasons are:
- Someone other than you gave the information to the registrar, if you were unable to do so.
- You may have changed your PCP since your last visit to our facilities or practices and this has not been updated in the system.
- In a practice with multiple physicians you may see more than one provider, and the administrator assigns another provider in the practice as your PCP, rather than the one in the practice that you would typically identify.
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How can I change my general PCP so it is accurate in My Chart?
If you have had a visit with an Atlantic Health primary care physician or specialist, please call that office and ask the office administrator to change the PCP name in Epic.
If you have been a patient in an AHS hospital and do not have a relationship as yet with a primary care or specialist office, then please call MyChart Support Hotline Monday through Friday 7AM-7PM EST at 1-800-205-9911 and they will help make the change.
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Who is the “from insurance PCP” and why is this sometimes different from the general PCP?
The “from insurance primary care provider” is the primary care provider assigned by your insurance plan typically by one of two methods
- If you are in an HMO plan that requires a listed primary care provider, and if you do not pick one on enrollment, a provider will be assigned to you and show up on this listing
- Based on insurance claims data. These claims inform the insurance company which primary care providers you have seen in the past 12 to 24 months. The insurer uses an attribution methodology to predict which physician is likely your primary care provider.
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How do I change the “from insurance PCP provider?
To do this you need to contact your insurance company and inform them you would like to change your attributed provider.
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What if I do not have a primary care provider?
Talk to your care team in the hospital, they would be happy to give you a few names appropriate to your home location of high quality primary care providers.
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