MyChart Frequently Asked Questions | University Hospitals (2024)


Additional, in-depth details on our new electronic health record system.

Patient Quick Start Guide

About MyChart

What is MyChart?

MyChart offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With MyChart, you can:

  • Schedule medical appointments.
  • View your health information, including medications, allergies, test results, and more.
  • Request medication refills.
  • Access resources for trusted health information.
  • Message your care team.
Is there a fee to use MyChart?

No, MyChart is a free service for all patients.

What do I need to use MyChart?

You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the MyChart mobile app on a mobile device.

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 must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyChart messaging is done while you are securely logged in to our website or mobile app.

You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email or text message to log in to MyChart, in addition to using your username and password. For more information, check out our helpful video on two-step verification.

You might receive email or text notifications that contain links to MyChart. These notifications allow you to login to MyChart securely using a link that expires after a short time. Keeping your MyChart account secure means keeping your phone number and email account secure. If you think your phone number or email account may be compromised, you can change the phone number or email on file on the “Personal Information” page in MyChart. For further assistance, contact our MyChart Patient Support Line 24/7 at 216-286-8960.

How do I pay my bill?

There are several ways to pay your bill depending on the services rendered.

  • To pay your bill online, visit our Bill Pay page.
  • To pay your bill by phone, please call 1-800-859-5906. (Note: To pay a Lake Health bill with a date of service before 9/30/2023, please call 1-833-825-5253).
  • To pay your bill by mail, please use the address listed on your bill.

Learn more about UH’s financial assistance, including eligibility criteria, guidelines and the application process.

Enrollment Questions

How do I sign up?

There are several ways to sign up for MyChart:

  • Clinic staff might sign you up directly while you're at the front desk or in the exam room.
  • You might receive a MyChart activation code on your After Visit Summary or on a billing statement.
  • You might receive a text message or email with an activation code when you come in for a visit.
  • You might be able to use self-signup online to create a MyChart account by matching your information against what is on file in your medical record.
  • Sign up for UH MyChart here or download the app.
Can you send me a new activation code if I have lost it, let it expire, or did not receive it?

If you don't have an activation code, you can request one on the sign-up page. You can also call our MyChart Patient Support Line 24/7 at 216-286-8960. After we verify your information, you will receive a new code.

My activation code does not work. What should I do?

For your security, your activation code expires after a set period of time and is no longer valid after the first time you use it. If you still have problems, call our MyChart Patient Support Line 24/7 at 216-286-8960.

If I already have a MyChart account with another hospital, do I need to download the UH MyChart app?

You can add University Hospitals to an existing MyChart account; however, there are additional features you may not have access to if you don’t download the UH MyChart app.

Your Medical Record

When can I see my test results in MyChart?

With MyChart, you can view most test results as soon as they become available. Know that you will likely see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyChart.

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

You will generally receive a response within 1 – 3 business days.

Please note that MyChart messages should not be used for urgent situations. Call 9-1-1 or visit your nearest emergency room if you require immediate attention or if you are experiencing serious symptoms such as chest pain, difficulty breathing or uncontrolled bleeding.

Why do I see multiple encounters for the same date of service in my Past Visits view?

University Hospitals has historically had separate systems to manage scheduling, clinical information, ancillary services and billing. One or more of these systems are used each time you come to us for care. In an effort to ensure you have access to all historical information regarding your care with us, we have brought data from each system into MyChart. In some cases, this displays as multiple events on a specific date in your Past Visits view. Rest assured, your patient information will be in one place when all providers, facilities and services are using Epic in September 2023.

Will UH MyChart have all of my previous health records?

Please refer to the below table for medical records history. While all past records may not be in MyChart, rest assured that your doctor will have access to all your medical information

Medical Information Details Available Records
Patient Demographics and Information Patient identifiers from legacy systems and core demographic information. Includes patient name, date of birth, sex, address, primary care provider, next of kin, emergency contacts and preferred pharmacy All available
Outpatient Problem List Discrete (e.g. ICD-10) active outpatient problem list. Excludes admission-specific diagnoses All active records as of Fall 2022
Allergies Discrete active allergies including medication, food and environmental allergies All active records as of Fall 2022
Outpatient Medications Discrete active prescribed medications patient is taking, commonly prescribed within ambulatory visits or discharge medications All active records as of Fall 2022
Vaccinations Discrete vaccination history All active records as of Fall 2022
Patient Encounters Inpatient, ED and Outpatient encounters. Includes date of service, primary diagnosis and visit providers 2012 – current
Future Appointments Visits scheduled for on or after March 4, 2023. Limited to UH Primary Care Clinics All future appointments
Notes Textual clinical notes including H&Ps, progress notes, transcribed or dictated reports 5 years
Scanned Document Links Links to views previously scanned documents 5 years
Patient Histories Medical, surgical and family histories All available
Outpatient Vitals Vitals for pediatric patients and adults, including height and weight used for pediatric growth charting Peds: All available
Adults: 3 years
Lab Results Discrete lab results for general chemistry, microbiology, blood tests and other common lab tests 2018 – current
Imaging Results Texual result reports for diagnostic imaging procedures 2012 – current
Endoscopy Results PDF repots from endoscopy reports documented in Provation 10 years
Cardiology Results Textual or scanned reports for cardiology results 7 years
How do I request a prescription refill?

To request a refill of a current medication using your MyChart account:

  • Click on medications
  • Find the medication you want to refill
  • Click on the refill button

Please try to give your provider as much advance notice as possible. Medications that are more closely regulated by the FDA have different requirements for prescribers. We are required by law to see the patient regularly to monitor medication use and usefulness.

Where can I update my personal information?

On the Personal Information page in MyChart, you can update your address, phone number, email address, preferred name, and other personal details at any time so that your clinic always has the most up-to-date information in your record.

How do I change my legal name in MyChart?

To make a request to change your legal name, call our MyChart Patient Support Line 24/7 at 216-286-8960.

What should I do if some of my information in MyChart is incorrect?

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 after each visit.

MyChart Proxy Access

What is proxy access?

Proxy access allows another person to manage a patient’s MyChart account. Patients may wish to grant access to a family member and/or friend when they need assistance managing their appointments and other medical needs.

The person with proxy access can:

  • View the patient’s health information, including health history, test results and after visit summaries
  • Request prescription refills
  • Schedule and manage appointments
  • Send secure messages to the patient’s care team

Watch this video to learn more about MyChart Proxy Access.

How can I request MyChart proxy access for my child’s account?

For children under 12, proxy access allows a parent or legal guardian to manage their MyChart account and health information. The person requesting proxy access must have a MyChart account. If you don’t have an account, you can sign up here or download the app.

To request proxy access:

  • Login to your MyChart account
  • Select the Menu icon at the top left corner of the screen
  • Under Account Settings, select “Request access to a minor’s account”
  • Complete the form with your child’s information
  • Click to acknowledge the statement
  • Click Submit
  • Allow up to 7 business days for the request to be reviewed

You can also request proxy access in person at your child’s doctor’s office.

Once access is granted, your child’s medical record will appear in the proxy section of your MyChart account. Proxy access may be limited when a child turns 13 and it is automatically terminated on a child’s 18th birthday.

How can I give someone MyChart proxy access to my account?

Adults over age 18 can share their health information with another person through proxy access. Both people must have a MyChart account. If you don’t have an account, you can sign up here or download the app.

There are three levels of proxy access for adults:

  • Full access: Access to all MyChart features.
  • Clinical access: Read-only access to health information.
  • Scheduling/Messaging access: Ability to schedule appointments and communicate with providers only.

To grant proxy access:

  • Login to your MyChart account
  • Under Sharing, select Sharing Hub
  • Select “A family member, close friend or caretaker”
  • Select “Manage ongoing access to your MyChart account”
  • Click “Invite someone”
  • Complete all fields and select the level of proxy access
  • Click “Send Invite”
  • The person receiving access will be sent an email invitation. They must login to MyChart and accept the proxy invitation.

Once access is granted, your medical record will appear in the proxy section of their MyChart account.

Is a proxy responsible for a patient’s bills?

Proxy access does not make the proxy responsible for the bill. The guarantor is the person responsible for paying the bill. You can find the guarantor name and account number on your statement.

Can I request more than one proxy?

Only the patient can invite an additional proxy. You should follow the same process for each qualifying individual.

How can I remove a proxy?

The patient maintains and can change or remove proxy access at any time within their MyChart account.

To revoke a proxy’s access to your UH MyChart account:

  • Under Sharing, select Sharing Hub
  • Select “Manage friend and family access”
  • Select “Who Can See My Record”
  • Click the Revoke button next to the proxy’s name
Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each person must have their own MyChart account.

Technical Questions

I forgot my username or password. What should I do?

If you’re having trouble logging in, click the “Forgot Username?” or “Forgot Password?” link below the login fields for assistance. You will go through two-step verification to verify your identity so you can recover your username or password. You can also call our MyChart Patient Support Line 24/7 at 216-286-8960 to request assistance.

I didn't receive my two-step verification code. What should I do?

Try checking the spam or junk folders in your email. If the email with your code is not there, try clicking Resend Code. If you still didn't receive the email, it could be that your account has a different email address on file. If you have multiple email accounts, check one of the others to see if the verification code was sent there instead. If none of your accounts received the email, it could be that we don’t have an email address on file. If this is the case, call our MyChart Patient Support Line 24/7 at 216-286-8960 for quick support.

I was logged out of MyChart. What happened?

We aim to protect your privacy and information. If you remain idle for 10 minutes or more after you log in to MyChart, you will be automatically logged out. We recommend that you log out of MyChart if you need to leave your computer for even a short period of time.

What do I do if I get locked out of my account?

To have your account re-activated, call our MyChart Patient Support Line 24/7 at 216-286-8960.

I have multiple MyChart accounts. How do I link them together?

If you’ve been seen at another healthcare organization, you might be able to view information from that medical record right in MyChart. You might have heard of this feature referred to as Happy Together. This includes information from other organizations, such as:

  • Allergies
  • Care team
  • Health issues
  • Medications
  • Messages
  • Test results
  • Visits

To view this information, you must link your account. Check out our video tutorial on how to do this.

How do I delete my account?

You can request that we deactivate your account by contacting the MyChart Patient Support Line 24/7 at 216-286-8960.

Who do I contact if I have further questions?

Contact the MyChart Patient Support Line 24/7 at 216-286-8960.

MyChart Frequently Asked Questions | University Hospitals (2024)


Can other doctors see your messages in MyChart? ›

Multiple members of your care team may view MyChart messages in order to get an appropriate and efficient response; this may include nurses or advance practice clinicians other than your primary care provider (PCP).

Why are my test results not showing up on MyChart? ›

Some test results are not released to your MyChart account because of their sensitive nature. Your doctor determines which types of test results are able to be accessed through MyChart and which might require an in person conversation.

Will biopsy results show up on MyChart? ›

Getting Your Breast Biopsy Results

Results will be in your medical record, sent to your doctor, and available for you in MyChart on the day the pathologist completes the report.

Can you use the same MyChart account for different providers? ›

If you consent to share your health record with affiliate partners, you will have one MyChart account with a unique username and password. You will access all of your information across all organizations in this single MyChart account.

What are the disadvantages of MyChart? ›

  • Actual data when displayed is a bit unpolished.
  • Didn't find easy integration to device calendar and profiles.
  • Dark mode would have been nice.

Can you ask your doctor questions on MyChart? ›

Use MyChart Message Center to have conversations with your doctor or other clinic staff, ask non-emergency medical questions, send test results to your provider from another provider or network, and even upload your official COVID-19 vaccination record.

Do doctors call right away with bad test results? ›

If results are concerning, they may call you or have a receptionist call to schedule an appointment. 15 A healthcare provider may also call to assure you everything is okay or discuss any needed follow-up tests.

Do MRI results show up on MyChart? ›

Are Imaging films (X-Rays, MRIs, CT Scans, etc.) available in MyChart? Imaging films are not available in MyChart. Imaging results (your provider's narratives and impressions) are available in MyChart.

Will doctors give biopsy results over phone? ›

You may get your results face to face, over the telephone or by letter. This varies across the country, so check when and how you're likely to get your results before you leave hospital. If you don't know how you'll be getting your results, you can ask the hospital.

Why can't I look at my own medical record? ›

A physician is entitled to deny you access to certain parts of your medical record, including personal notes and observations; information provided by another party that the doctor agreed to keep confidential; information relating to the treatment of a minor; information the provider believes may cause substantial harm ...

What is the difference between Epic and MyChart? ›

Note: MyChart is an Epic branded name. Your organization may use a different name for their patient portal. Access the application on your personal device. Carefully review the app's terms and conditions.

Can doctors see each others notes? ›

Doctors can share patient information with other doctors provided the disclosure complies with the Privacy Rule – and a BAA is entered into when required – and provided the patient information is not restricted by the patient or subject to HIPAA's authorization requirements.

Are conversations with a doctor confidential? ›

The statutorily created privilege between the physician and the patient ensures that the patient can fully disclose confidential information regarding one's illness without the fear of compromising one's privacy.

Are patient charts confidential? ›

Information gathered and recorded in association with the care of a patient is confidential, regardless of the form in which it is collected or stored.

What information can be accessed through a patient portal? ›

Patient portals can help you access medical records, set up appointments, communicate with your health care professional, and pay medical bills.

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