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 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 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: August 2019

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables patients to securely use the Internet to help manage and receive information about their health. With MyChart, patients of HealthConnect providers can use the Internet to:

  • Request appointments at their provider’s office
  • View test results and health summaries from the MyChart electronic health record
  • Request prescription refills
  • Access trusted health information resources
  • Communicate electronically and securely with their provider’s 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?

You will be issued a MyChart activation code during an office visit. This code will enable you to login and create your own username and password. If you have lost your activation code or it has expired, you may request a new code from your healthcare provider’s office.

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Why am I getting Invalid Social Security Number error during enrollment process?

First verify that you have correctly entered the last 4 digits of your social security number. If it was entered correctly, you may have missing or incorrect information listed in our system. Contact the Franciscan Health facility that issued the activation code to validate or correct the information.

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When can I see my test results in MyChart?

Lab, radiology, designated cardiology, and pathology results are released at various intervals depending on the test type and whether the test was performed during an admission or certain visit types. The intervals range from same day to 14 days.

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Why are certain test results not viewable via MyChart?

Certain categories of test results are not released to MyChart, such as EEG’s, EMG’s, and pulmonary function tests, because the functionality does not currently exist to perform this task. Some highly sensitive tests must be manually released to MyChart by your provider. Results from tests finalized at an external facility may not be viewable through 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. Contact the provider/facility that you believe has the inaccurate information.

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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 his or her personal MyChart account and then connect to information regarding a family member. Enrollment for proxy access is available at your provider’s office or through a Franciscan Health hospital Health Information Management department. During your next provider’s office visit, complete a MyChart Proxy Consent Form to request access to this convenient service.

For adults, such as a spouse, each adult must sign and submit a Proxy Consent Form and establish his or her own MyChart account.

Parents or legal guardians of children aged 0 through 11 will have full proxy access to their child’s MyChart record.

For children aged 12 through 17, the parent or legal guardian will have partial proxy access based on state and federal regulations.

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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 his or her 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, click on Profile, then click on Personalize. Scroll down to the section called Who Can View My Record. Click in the circle to the left of the person’s name for whom you want to remove access, then click Revoke Access. That person will no longer be able to view your information.

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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 activation code, as I have lost it, let it expire, or did not receive it?

You can request a new activation code by contacting your healthcare provider’s office.

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

To change your password, click on the Profile tab, then on Security Settings. Type your current and new password here, then click Save Password. Tu update your home address or e-mail address, click on the Profile tab, then on Personal Information. Click your mouse In the Contact Information box. Click on the Edit button in the bottom right corner. Type your new information, then click Save Changes. Allow 24-48 hours for the changes to reflect in your medical record.

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access information is controlled through secure access codes, personal IDs, and passwords. Each person controls his/her own password, and the account cannot be accessed without that password. Further, MyChart uses the latest encryption technology to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged into 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.

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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 Internet Explorer version 11). You can also install the Mobile App on your phone; you will need IOS version 10.0 for iPhones and version 5.0 or above for android OS phones.

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

For your security, your access code expires after 90 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 provider’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 a.m. and 9 p.m. CT or 7 a.m. and 10:00 p.m. ET.

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