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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

Enrollment Questions
1. What is MyChart?
2. Is there a fee to use MyChart?
3. How do I sign up?
4. What will I see when I view my family memberís records?
Your Medical Record (Self Access)
5. When can I see my test results in MyChart?
6. Why are certain test results not shared electronically via MyChart?
7. If some of my health information on MyChart is not correct, what should I do?
8. If I send a message to my doctor or nurse, when can I expect a reply?
9. Why isnít my provider listed when trying to Message My Doctor?
MyChart For My Family
10. Can I view a family member's health record in MyChart?
11. Can I obtain a MyChart account for my family member if I do not receive my health care at UC Davis?
12. Can I ask questions regarding a family member from my MyChart account?
13. Can my spouse and I share one MyChart account?
MyChart For My Family: Regarding Parent/Patientís Representative of Teen Patient: between the ages of 12 and 17
14. Is MyChart access available for patients 12 years old to 17 years old?
15. What happens to my child's MyChart access at their 12th birthday?
After I Have Enrolled
16. I forgot my password. What should I do?
17. Can you send me a new activation code if I lost it, let it expire, or did not receive it?
18. Where can I update my personal information (home address, e-mail or change my password)?
Technical Questions
19. How secure is MyChart?
20. What is your Privacy Policy?
21. I was logged out of MyChart. What happened?
22. Is my information stored on the Internet?
23. My activation code does not work. What should I do?
24. Is my activation code my user ID?
25. How do I contact Technical Service for further questions?
Patient Relations
26. How do I voice concerns, suggestions, complaints and or compliments about a service?

1. What is MyChart?

MyChart offers personalized and secure on-line access to portions of your medical records to help manage information about your health. With MyChart, you can use the Internet to:

* Request medical appointments
* View a health summary from your UC Davis electronic health record
* View test results
* Communicate electronically and securely with your medical care team

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2. Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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3. How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code enables you to log in and create your own user ID and password or you can sign up on the Web site by clicking on the "Sign up with activation code" link. If you were not issued an activation code in the clinic, click on the "Request An Activation Code" link.

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4. What will I see when I view my family memberís records?

Access to ĎYour Family Memberís Recordsí is based on your relationship to the patient.

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5. When can I see my test results in MyChart?

You can expect to receive most of your test results 4 business days after the test has been finalized. Most test results are released automatically after your clinician has reviewed them. Test results will not be viewable if they have not yet been released, or if they are sent to us on paper. The automatic release does not apply to previous tests. New test results and those that were completed prior to your MyChart activation can be released to you by your doctor on an individual request basis. Not all results that have a scanned linked attachment will be viewable in MyChart at this time.

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6. Why are certain test results not shared electronically via MyChart?

Certain tests may not be released through auto-time release, these tests include those subject to restrictions by California law and tests ordered for research purposes. Your provider is able to determine which types of test results are available through MyChart.

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7. If some of my health information on MyChart is not correct, what should I do?

MyChart information comes directly from the electronic medical record at your doctor's office. Send a message to your doctor's office via a "MyChart Advice Message" regarding any information that needs to be updated or ask your doctor to correct any inaccurate information at your next clinic visit. Health information is reviewed and updated at each visit.

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8. If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within two business days. Do not use MyChart for urgent situations. Contact your doctor's office if the situation requires immediate attention or dial 911.

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9. Why isnít my provider listed when trying to Message My Doctor?

Some providers are not listed in MyChart including Radiologists, Psychiatrists, Residents, and Pathologists, InPatient/Hospital Specialists etc. Generally, providers you come into contact with during your hospital stay will not be available to message in MyChart. If you do not see the provider listed that you are attempting to message please call the appropriate clinic to address your current concern.

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10. Can I view a family member's health record in MyChart?

Yes. Accessing your family's record allows a patientís legal representative (spouse, parent, guardian, conservator) to log into his/her personal MyChart account and view the patientís medical information provided in MyChart. Complete an Access to My Family's Records Consent form, available on this website. Please provide the completed ĎAccess to My Familyís Records Consentí form to Health Information Management. You will be notified by e-mail when access has been approved.

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11. Can I obtain a MyChart account for my family member if I do not receive my health care at UC Davis?

Yes, you can receive a MyChart account for your family member.

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12. Can I ask questions regarding a family member from my MyChart account?

No. MyChart offers direct access to your personal health record. Questions regarding family members must be presented within the family memberís MyChart Account, and you must have access to that MyChart account as an approval patient representative.

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13. Can my spouse and I share one MyChart account?

No. Each MyChart account is specific for that particular patient. You must each have your own separate accounts based on your own medical record number.

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14. Is MyChart access available for patients 12 years old to 17 years old?

No, UC Davis currently does not offer MyChart access to our teenage patient population due to specific California Statutes governing certain sensitive information related to that particular age group. However, MyChart access for our teenage patients may become available by the end of this year.

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15. What happens to my child's MyChart access at their 12th birthday?

MyChart access automatically expires on the minor patientís 12th birthday. The person with patient representative access to the childís MyChart account will receive a notice 30 days prior to the expiration date and again at 15 days prior to the expiration date.

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16. I forgot my password. What should I do?

Click Forgot Password on the login page to reset your password online.

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17. Can you send me a new activation code if I lost it, let it expire, or did not receive it?

Yes, if the original activation code has never been used, click Request An Activation Code, complete the form, and then after we verify your information, a new code will be sent via e-mail. If the original activation code has been used, click ĎForgot MyChart Usernameí and complete the form. Your MyChart Username will be emailed to you.

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

Log in to MyChart. From the left menu, click "Preferences" to make updates to your MyChart account. Update your provider's office directly with a change of address and phone number.

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19. How secure is MyChart?

We take great care to ensure that your health information is kept private and secure. Access to information is controlled through secure activation codes, personal ID's, and passwords. Each person controls his/her password. 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 session. Unlike conventional e-mail, all MyChart messaging is completed while you are securely logged in to our Web site.

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20. What is the UC Davis Health System's Privacy Policy?

MyChart is owned and operated by UC Davis Health System and is fully compliant with federal and state laws pertaining to your privacy. We treat your name and e-mail address with the same care and privacy given to your health records. No information will ever be sold or leased by MyChart.

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21. I was logged out of MyChart. What happened?

We aim to protect the privacy and the security of your information. While logged into MyChart, if the keyboard remains idle for 15 minutes or more, you will be automatically logged out. We recommend logging out of your MyChart session if you need to leave the computer for even a short period of time.

22. Is my information stored on the Internet?

No. We take your privacy very seriously. When logged into MyChart, the Web servers request data from a secure database and present that data over a SSL (secure sockets layer) connection to ensure confidentiality. At no time is this data stored on the Web servers or made available to search engines.

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

For your security, if you do not activate your MyChart account within 45 days, your activation code expires and is no longer valid. If this occurs, click Request An Activation Code, complete the information, and click "Submit." After we verify your information, a new code will be sent via e-mail.

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24. Is my activation code my username?

No. Your activation code is not your MyChart username or password. Use the activation code once to log into MyChart for the first time. (The code expires after use or after 45 days). During your first visit to MyChart, you create a unique MyChart username and password.

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25.How do I contact Technical Service for further questions?

If you need information or technical assistance regarding MyChart, please contact our Patient Support Representatives at Contact Us . If you need immediate assistance you may contact us by phone at (916)703-4357.

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26. How do I voice concerns, suggestions, complaints, and or compliments about a service?

We value the voice of our patients and families and are committed to providing quality care and service. If you have any feedback that you would like to share about an experience youíve had at the UCD Medical Center; to include concerns, suggestions or compliments about staff, please call Patient Relations at (800) 305-6540. Click here for more information Patient Relations.

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