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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?

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?
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?
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?

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 medical 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, either on your After Visit Summary or sent via email from your primary care provider's office. 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. If you have some association or have been a patient with MVHS, you also have the option to sign up without an activation code on the MyChart sign-in page by clicking 'SIGN UP NOW' and 'SIGN UP ONLINE' (below 'No Activation Code').

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Who do I contact if I have further questions?

You may call our Help Desk Line at (315) 624-6990.

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When can I see my test results in MyChart?

Your test results are released to your MyChart as soon as they are resulted. This means you may be seeing your test results before your provider has had an opportunity to view the results and contact you. You do not have to open these documents if you do not want to see the results before your doctor contacts you.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to make a determination at the time of ordering a test if your test results will be available to you in MyChart. The 21st Century Cures Act significantly limits your provider’s ability to withhold results from you. Please talk with your provider when you are having tests ordered to let your provider know if you would like to see the results immediately in MyChart or if you would like the provider to withhold the results until you can review the results together.

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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 1-3 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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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 (if <12 years of age), and then connect to information regarding their family member. For more information on getting signed up for Proxy access, please contact your child's MVHS primary care provider's office.

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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 their own MyChart account.

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I forgot my password. What should I do?

You may contact our Help Desk Line at (315) 624-6990 or your primary care office to request a new, secure password. You may also 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 activation code as I have lost it, let it expire or did not receive it?

You may contact our Help Desk Line at (315) 624-6990 or your primary care office, and after we verify your information, a new code can be sent to you via e-mail or U.S. Postal Mail.

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

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.

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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.

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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 Google Chrome or Microsoft Edge).

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

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, you can call our Help Desk Line at (315) 624-6990 or your provider's office.

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