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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
What do I need to use MyChart?
Is there a fee to use MyChart?
How do I sign up?
What if I already have a MyChart from another doctor or hospital?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
I have been seen here before, but my health data is not appearing the first time I use MyChart. What should I do?
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?
I am receiving paperless billing statements from MyChart. Can I select paper statements instead?
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?
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:

  • Schedule 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.
  • Access your account information and pay your bills.
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What do I need to use MyChart?

You need access to a computer or mobile phone connected to to an internet browser, or download the MyChart app from the Apple App Store or Google Play Store.

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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 sent a MyChart activation link during their clinic visit. This link will enable you to log in and create your own username and password. If you did not receive a link, you may call your primary care clinic to get one or ask to sign up during your next office visit. You may also sign up using the "Sign Up Now" button on the home page. Follow the "No Activation Code?" prompt to verify your identity and access your MyChart right away.

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What if I already have a MyChart from another doctor or hospital?

You can link these records together to get all of your health information in one place. Visit Share My Record in MyChart to learn more.

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Who do I contact if I have further questions?

You can speak with your team at the clinic for any questions about your health record, or you can call our MyChart Patient Support Line at 502-588-7005.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account within 7 days, depending on the type of test. Most laboratory test results will be delivered right away, at the same time they are sent to your provider. Some like x-rays, other imaging studies, and sensitive laboratory tests may take 2-7 days to appear in your chart.

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I have been seen here before, but my health data is not appearing the first time I use MyChart. What should I do?

Your health record will be reviewed by your provider at your first clinic visit after we move to the new system with MyChart. Your health data will start appearing then, and will be updated in your electronic medical record each visit.

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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 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.

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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 in to their personal MyChart account and then connect to information regarding their family member. Request proxy access for your child's record next time you are in the clinic. Patients 13 or older may invite anyone to help manage their health by selecting Share My Record from the Health menu. From there you can select "Friends and family access" and modify or add new access to your health record to another MyChart patient.

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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 establish their own MyChart account. See above "Can I view a family member's health record in MyChart?" for how to set up proxy access among spouses or other adults.

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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. Or you may contact our MyChart Patient Support Line at 502-588-7005 to request a new, secure password.

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I am receiving paperless billing statements from MyChart. Can I select paper statements instead?

Patients with MyChart automatically get their statements quickly and electronically through the secure portal. If you would like to switch back to paper statements, you can Log into MyChart Communication Preferences and manage how you receive Billing notifications with MyChart. Note that failure to pay your statement balances until they become overdue will also cause you to receive paper statements and be unenrolled from the paperless process.

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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 search for Personal Information from the menu to change your address, phone number or other contact information. You may change your password by selecting Security Settings from that same menu button.

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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. You can view our full privacy policy 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 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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My activation code, and/or the link I was sent, does not work, what should I do?

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you can call our MyChart Patient Support line at 502-588-7005.

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