MyChart Frequently Asked Questions
- Medication Management
- How do I check the status of my prescription?
- What do I do if my prescription is out of refills?
- How do I update my medication list if I stop taking a medication?
- I am getting my prescription mailed/delivered, how can I get my tracking information?
- Messaging
- Can I email my pharmacy team via MyChart?
- Payment
- Can I update my Credit Card info via MyChart?
- Enrollment Questions
- What is MyChart?
- How do I sign up?
- Who do I contact if I have further questions?
- What do I need to use MyChart?
- Your Medical Record
- 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?
- Can I receive medical advice through MyChart?
- 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?
- Can I view my teen’s health information in MyChart?
- 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 receiveit?
- Where can I update my personal information (e.g., home address, e-mail or change mypassword)?
- Technical Questions
- How is MyChart secure?
- I was logged out of MyChart, what happened?
- My activation code does not work, what should I do?
- Covenant Medical Group
- When did Covenant Medical Group upgrade to MyChart?
- How will this affect my care at Covenant Medical Group?
- I had proxy access for my child at Covenant Health, how do I get proxy access onMyChart?
- I have a bill from Covenant Health, but when I sign in to MyChart, my balance is zero.What happened?
- Providence Medical Foundation
- When did Providence Medical Foundation in Orange County and High Desert (OCHD)upgrade to MyChart?
- When did Providence Medical Foundation in Northern California (NCA) upgrade toMyChart?
- How will this affect my care at Providence Medical Group?
- I had proxy access for my child at Providence Medical Foundation, how do I get proxyaccess on MyChart?
- I have a bill from Providence Medical Foundation, but when I sign in to MyChart, mybalance is zero. What happened?
- Grace Clinic
- When did Grace upgrade to MyChart?
- How will this affect my care at Grace?
- I had proxy access for my child at Grace, how do I get proxy access on MyChart?
- I have a bill from Grace, but when I sign in to MyChart, my balance is zero. Whathappened?
How do I check the status of my prescription?
You can check the status of your prescription from the Medication section in MyChart. Prescription Status is available in the details.
Return to Top
What do I do if my prescription is out of refills?
From MyChart you can request a refill from the pharmacy, if you are out of refills, you can submit a request and we will contact your provider for an additional authorization.
Return to Top
How do I update my medication list if I stop taking a medication?
From your medication list, you can select Remove on the medication in question. Medication may not immediately be removed from your medication list and may require provider or pharmacist review before dropping off your medication list.
Return to Top
I am getting my prescription mailed/delivered, how can I get my tracking information?
When you’re signed up for MyChart you will automatically signed up to receive delivery notifications sent to your email. You can update your preferences in the communication preferences in the menu.
Return to Top
Can I email my pharmacy team via MyChart?
You can respond to messages sent to you by the pharmacy team, but there is no direct messaging feature in MyChart for Pharmacy at this time. Within the refill request feature, there is a place to leave brief comments or instructions that will be seen by the pharmacy.
Return to Top
Can I update my Credit Card info via MyChart?
You can provide your credit card information through MyChart when requesting a refill. When entering your credit card information, if you select Save for future use check box, we will be able to use that payment method for future refills. All credit card information is entered using point-to-point encrypted devices and stored within PCI compliance standards.
Return to Top
What is MyChart?
MyChart offers patients personalized and secure on-line access to portions of their medical records. It enablesyou to securely use the Internet to help manage and receive information about your health. With MyChart, you canuse 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.
- Send and receive messages securely with your medical care team.
Return to Top
How do I sign up?
You can set up a MyChart account by going here and clicking Sign Up Now,or you can activate your account during an in-person visit with your care team. If you choose to sign up online,you’ll be asked to provide your email address, set a strong password, and enter your phone number and address to verify your identity.In order to keep your health information secure, you will also be asked to set up 2-step verification (also known as 2FA)during registration.
In some instances, you may be provided with an activation code from your care team that allows you to skip theidentity verification steps and only requires you to enter an email address and password in order to create your account.
Return to Top
Who do I contact if I have further questions?
You may call our MyChart Patient Support Line at 1-833-395-2035. If billingquestions, refer to the billing customer services listing from the account summary page after login.
Return to Top
When can I see my test results in MyChart?
As our patient, we want to ensure you receive information about your health as soon as possible.You may notice we immediately release most test results, visit notes and summaries in MyChart.Please know that while your health information is available to view in real-time, your provider may need up to five days to review theresults and follow-up with you as needed. Learn more here.
Return to Top
Your provider is able to determine which types of test results are able to be accessed through MyChart. Further,tests of a very sensitive nature are not released to MyChart.
Return to Top
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 doctor's office.Ask your care team to correct any inaccurate information at your next clinic visit.
Return to Top
Can I receive medical advice through MyChart?
Yes. MyChart messaging is a convenient way to communicate with your care team. If you send a note through MyChart,it will be reviewed during normal business hours and you will receive a reply within 3 business days.This can be a great alternative to an in-person, video or telephone visit.Depending on the type of care you need, you may be asked to schedule a follow-up visit.
What types of MyChart messages are free?
What types of MyChart messages are free?Most messages you send in MyChart are not charged a fee. You will NOT be billed for these types of messages:
- Appointment scheduling.
- Prescription/medication refills.
- Requesting labs/X-rays following or leading up to a visit.
- Giving a quick update to your doctor or care team.
- Asking a question about an issue you saw your provider for in the last seven days.
- Asking a question that leads to an appointment.
- Checking in as part of your follow-up care after a visit or procedure (if it does not require further medical decision-making).
What types of MyChart messages will result in a charge?
If your message is about a new health issue or requires a clinician’s time or expertise to answer,it may be considered an "e-visit."
A message might turn into an e-visit if the response requires medical decision-making, such as:
- Making a clinical assessment.
- Ordering diagnostic tests or new medications.
- Time spent reviewing your medical history.
- Managing chronic conditions.
When a message becomes an e-visit, we will first bill your insurance on your behalf. You would be responsible to pay any co-pays,co-insurance or charges applied against your deductible—the same as with other kinds of care. After insurance pays its portion,or if you don’t have health insurance, we may send you a bill for the e-visit after any discounts or adjustments are applied.
Does insurance cover e-visits?
Major insurance plans, including Medicare, do cover the most common types of care provided through e-visits, however this can change or vary.We recommend you check with your insurance to confirm your coverage and anticipated out-of-pocket costs..
It’s always a good idea to ask your insurance if they will cover upcoming care you plan to receive.Your insurance can tell you what portion of the costs they will cover, and what your out-of-pocket expense might be.E-visit charges would include any upfront co-pay, charges against your deductible,and your co-insurance share of costs for services you receive.
Your insurance may ask you for e-visit CPT (procedure) code to give you an estimate. E-visit CPT codes are: 99421, 99422 and 99423.
How much will an e-visit cost?
These visits are covered by the majority of insurance plans and costs are generally lower than an office visit. Some patients won’t be asked to pay anything;costs depend on insurance coverage and level of care provided.
For those who don’t have insurance, the cost depends on the level of care provided and may range from $35 – 160.
Like all visits with Providence, financial assistance is available. Financial assistance is core to how Providence and our family oforganizations supports those who are vulnerable. It helps those who are uninsured, underinsured or otherwise unable to pay for theirhealth care. We provide assistance with medical bills, including free or discounted care, for those in need.
Click here to find out more about ourfinancial assistance program, including how to make an appointment with a financial counselor.
Return to Top
Can I view a family member's health record in MyChart?
Yes, you can. This is called proxy access and allows the person granted proxy access the ability to log in to their personalMyChart account, and then connect to information regarding their family member. Adult patients must sign aProxy Consent Form granting proxy access to another. If you are interested in granting proxy access,ask your clinic during your next office visit.
Return to Top
Can I ask questions regarding a family member from my MyChart account?
MyChart offers direct access to your personal health record and any communications about another individualwould be placed in your health record.Since the information would not appear in the correct health record it could jeopardize medical care.
Please send questions about another patient from their health record.You can do this by getting proxy access to their account.
Return to Top
No. Due to the sensitive nature of medical information, each adult must sign and submit aRelease of Information request and establish their own MyChart account.
Return to Top
Can I view my teen’s health information in MyChart?
In consideration of state laws granting rights to teen patients, when a pediatric patient turns the age of 12,Providence changes MyChart settings such that the teen patient can access his or her medical records privately.This is because the child has reached the "age of majority" – meaning he or she can seek care independently forcertain health care conditions.
Providence is required to comply with laws that protect and safeguard the privacy of a teen patient’s medical records.As such, when a child turns 12, MyChart parent/guardian proxy access to their child’s medical record transitions to"messaging only" and parents or guardians are only able to use MyChart to communicate with their child’s care team.
MyChart will send a message to the parent or guardian three months and one month before the patient’s 12th birthdayalerting them of this change.
Return to Top
I forgot my password. What should I do?
You may contact our MyChart Patient Support Line at 1-833-395-2035 to request a new, secure password. You may also click the"Forgot password" link on the sign-in page to reset your password online.
Return to Top
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Contact your clinic or the MyChart Patient Support Line at 1-833-395-2035. You may also use our automated onlineregistration process to register without an activation code by answering a few questions about yourself.
Return to Top
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Log into MyChart and from the left menu, go to the Preferences section and select the appropriateoption.
Return to Top
How is MyChart secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled throughsecure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot beaccessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to ourwebsite.
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.
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 that your phone number or email account may be compromised, you can change the phone number or email account on file on the "Personal Information" page in MyChart.
For further assistance, contact your clinic or the MyChart Patient Support Line at 1-833-395-2035
Return to Top
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.
Return to Top
What do I need to use MyChart?
To use MyChart, switch to a supported browser. Use the linksbelow to learn more about other browsers and how you can download them.
| Browser/Operating System | Supported Version | Link to Latest Version |
|---|---|---|
| Microsoft Edge | All current versions | https://www.microsoft.com/en-us/edge |
| Mozilla Firefox | 73.X and above | https://www.mozilla.org/en-US/firefox/browsers |
| Safari | 12 and above | https://support.apple.com/downloads/safari |
| Google Chrome | 79.X and above | https://www.google.com/chrome |
| Android OS | 5.0 and above | https://support.google.com/android/answer/7680439?hl=en |
| iOS | 11.0 and above | https://support.apple.com/en-us/HT204204 |
Return to Top
My activation code 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 useit. If you still have problems, call our MyChart Patient Support Line at 1-833-395-2035.
Return to Top
When did Covenant Medical Group upgrade to MyChart?
In March 2022, Covenant Health Medical Group upgraded to Epic’s electronic medical record and patient portal,MyChart.
Return to Top
How will this affect my care at Covenant Medical Group?
You’ll continue to get the same excellent care from the same providers. MyChart is replacing FollowMyHealth asthe new patient portal to access your medical records.We appreciate your patience and understanding as we adjust to the new system.
Return to Top
I had proxy access for my child at Covenant Health, how do I get proxy access on MyChart?
We’ll need to see you in person to connect your child’s record. Please ask the registration desk for help at yournext appointment.
Return to Top
I have a bill from Covenant Health, but when I sign in to MyChart, my balance is zero. Whathappened?
MyChart will show your bills for care received after March 5, 2022, only. To pay bills for care received prior toMarch 5, 2022, please follow the instructions on your bill.
Return to Top
When did Providence Medical Foundation in Orange County and High Desert (OCHD) upgrade toMyChart?
In May 2021, the following medical groups upgraded to Epic's electronic medical record and patient portal,MyChart.
- Mission Heritage Medical Group
- St. Joseph Heritage Medical Group
- St. Jude Heritage Medical Group
- St. Mary Heritage Medical Group
Return to Top
When did Providence Medical Foundation in Northern California (NCA) upgrade to MyChart?
In September 2021, Providence Medical Foundation in Northern California upgraded to Epic’s electronic medicalrecord and patient portal, MyChart.
Return to Top
How will this affect my care at Providence Medical Group?
You’ll continue to get the same excellent care from the same providers. MyChart is replacing FollowMyHealth asthe new patient portal to access your medical records.
We appreciate your patience and understanding as we adjust to the new system.
Return to Top
I had proxy access for my child at Providence Medical Foundation, how do I get proxy accesson MyChart?
We’ll need to see you in person to connect your child’s record. Please ask the registration desk for help at yournext appointment.
Return to Top
I have a bill from Providence Medical Foundation, but when I sign in to MyChart, mybalance is zero. What happened?
For OCHD patients:
MyChart will show your bills for care received after May 15, 2021, only. To pay bills for care received prior toMay 15, 2021, please follow the instructions on your bill.
For NCA patients:
MyChart will show your bills for care received after September 18, 2021, only. To pay bills for care receivedprior to September 18, 2021, please follow the instructions on your bill.
Return to Top
When did Grace upgrade to MyChart?
In December of 2020, Grace Clinic and Covenant Health Grace Surgical Hospital upgraded to Epic’s electronicmedical record and patient portal, MyChart.
Return to Top
How will this affect my care at Grace?
You’ll continue to get the same excellent care at the best value. This upgrade means that your records with Gracewill be in one place, giving you access to all of your care in one place. Your providers at Grace will also beable to see the same information, giving them a complete picture of your health. We appreciate your patience andunderstanding as we learn the new system.
Return to Top
I had proxy access for my child at Grace, how do I get proxy access on MyChart?
We need to see you in person to connect your child’s record. Ask the registration desk for help at your nextappointment.
Return to Top
I have a bill from Grace, but when I sign in to MyChart, my balance is zero. What happened?
MyChart will have your bills for care received after December 5, 2020. To pay bills for care received prior toDecember 5, 2020, please visit the Grace Portal.
Return to Top
