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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

What is MyChart?
What do I need in order to use MyChart?
How can I find a physician who offers MyChart?
How do I sign up?
Is there a fee to use MyChart?
How is MyChart secure?
Can I view a family member's health record in MyChart?
Why is MyChart not available for my child aged 12-18?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Who do I contact if I have further questions about MyChart prior to enrollment?
After you have already enrolled, you may have these questions.
Is my access code my user ID?
I forgot my password. What should I do?
Can you send me a new access 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)?
I was logged out of MyChart, what happened?
My access code does not work, what should I do?
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?
Who do I contact if I have further questions about MyChart?
MyChart Mobile App is Available for iPhone® and Android™!
What is it?
Why would I use it?
How do I get it?

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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What do I need in order to use MyChart?

You need a computer connected to the Internet and an up-to-date browser such as Internet Explorer. A MyChart app is also available, after initial signup, on Apple and Android devices.

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How can I find a physician who offers MyChart?

Ask your physician if they offer MyChart.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic or hospital visit. This code will enable you to login and create your own user ID and password. If you were not issued an activation code, you may call your SSM primary care clinic to obtain an activation code or ask to sign up during you next SSM office visit.

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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 is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and 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 with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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

Yes, you may view a family member’s health record in MyChart. This is called Proxy access and allows a parent (or guardian) to log into his/her personal MyChart account, and then connect to information regarding a family member. A Proxy Form must be completed and returned to one of our medical facilities to request access to this convenient service.

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Why is MyChart not available for my child aged 12-18?

It is true that from age 12-18 the patient (the child) cannot be granted access to their own record through MyChart, and the parent cannot have proxy access to their child's record through MyChart. Many patients have asked why MyChart is not available for their child aged 12-18. It certainly would be our choice to have MyChart available for patients of all ages. However, Federal and State laws are complicated when it comes to access of Health Care information. It is especially complicated because SSM Health Care has offices in Missouri, Oklahoma, and Illinois, and the laws vary between states.

Legal counsel has told us: A patient has to be of legal age (18) to sign the consent form required to be granted access to their own record through MyChart. From age 12-18 proxy access for the parent to the child's chart must be turned off because of legal concerns related to privacy laws designed to encourage children to seek necessary medical care for health issues they have not yet discussed with their parents. Many states specifically authorize minors to consent to contraceptive services, testing and treatment for HIV and other sexually transmitted diseases, prenatal care and delivery services, treatment for alcohol and drug abuse, and outpatient mental health care.

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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. 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, you and your spouse may not share a MyChart account. Due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish an individual MyChart account.

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Who do I contact if I have further questions about MyChart prior to enrollment?

You may submit a detailed question to our support staff on our HELP screen, or call 1-888-97CHART (1-888-972-4278). Our support representatives will respond to your questions within 2 business days.

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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 the activation code when first logging into MyChart. The code will expire after you have used it or after 90 days. When you log into MyChart the first time, you will be asked to create your unique MyChart ID and password.

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I forgot my password. What should I do?

You may contact our MyChart Patient Support through our HELP screen to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online. Or, you may call our support line at 1-888-97CHART (1-888-972-4278).

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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?

Contact our support via the HELP screen and after we verify your information, a new activation code will be sent to your preferred method of communication such as an email address or a phone number. You may also call our support line at 1-888-97CHART (1-888-972-4278).

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Where can I update my personal information including my password?

To update personal information, please log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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I was logged out of MyChart, what happened?

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 does not work, what should I do?

For your security, your activation code expires after 90 days and is no longer valid after the first time you use it. If you still have problems, contact our support via the HELP screen. Or, you may call our support line at 1-888-97CHART (1-888-972-4278).

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When can I see my test results in MyChart?

Lab results are released in real time as they are available to medical staff. There is a chance that you may see test results before the physicians have time to review them with you. Imaging results are released within 4 business days.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results may be accessed through MyChart. Tests of a sensitive nature are not released to 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 the electronic medical record at your doctor's office or from a hospital visit. Ask your doctor to correct inaccurate information during your next visit. Your health information is reviewed and updated in your electronic medical record during each visit.

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

You will receive an answer to a MyChart message within 1 to 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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Who do I contact if I have further questions about MyChart prior to enrollment?

You may submit a detailed question to our support staff on our HELP screen. Our support will respond to your questions within 2 business days. Or, you may call our support line at 1-888-97CHART (1-888-972-4278).

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MyChart Mobile App is Available for iPhone® and Android™!

What is it?

MyChart is an application (app) for Android™ phones and tablets, and Apple® devices such as an iPhone®, iPad ™, and iPod touch®. This app provides fast, secure access to the most frequently used features of MyChart. With this app, a user can quickly and easily access his/her medical records, send private messages to physicians and providers within SSM, see upcoming and past appointments, get lab results, proxy access and much more.

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Why would I use MyChart Mobile?

Epic MyChart Mobile offers mobility, instant access and convenience. Users are not required to be in front of a traditional desktop or laptop computer to access the benefits of MyChart.

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How do I get it?

To use MyChart Mobile app, you must first have a MyChart account. If you do not already have a MyChart account, contact your SSM physician office and ask how to obtain an activation code.

The MyChart Mobile app is free, and is only available for Android™ and Apple® devices. To get the app, you need an Android™ phone and/or tablet, iPhone®, iPad ™, and iPod touch®. From one of those devices, go to the App Store application. Alternatively, you can access the App Store on a desktop or laptop computer, download the app, and install it when the mobile device is synched.

For iPhone®, iPad ™, and iPod touch®
Visit the iTunes app store to download the MyChart app. Select SSM Health Care as your provider. iTunes - Download the MyChart app

For Android™
Visit the Android Market to download the MyChart app. Select SSM Health Care as your provider. Android Market - Download the MyChart app

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