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MyChart Frequently Asked Questions

For assistance please contact the MyChart Patient Support Center.
Email: mychart@amitahealth.org
Phone: 1-888-744-1907

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Enrollment Questions
What is MyChart?
Does every patient automatically have a MyChart account?
Is there a fee to use MyChart?
How do I sign up?
I received an error message when trying to sign up. What do I do?
Can I use MyChart on my smartphone?
Who do I contact if I have questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
Why can't I see all of my health issues and my entire medical record through 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?
I sent a message to my doctor. Why did I receive a response from his/her medical assistant or nurse?
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?
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 activation code does not work, what should I do?
Is my activation code my User ID?



What is MyChart?

MyChart is a secure, online tool that offers you personalized and secure access to portions of your electronic health record. It provides new, convenient ways to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • View your health summary from the MyChart electronic health record
  • Request appointments with your physician
  • View test results
  • See a summary from your past appointments
  • Request prescription renewals.
  • Communicate electronically and securely about non emergent medical concerns with your medical care team.
  • Access trusted health information resources.
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Does every patient automatically have a MyChart account?

No. Though we strongly encourage you to sign up for MyChart so that you may benefit from its many convenient uses, a MyChart account will only be established for you at your specific request. We respect your personal preference regarding communication with your physician, and we do not require anyone to become a member of the MyChart community.

Also, you will only be able to access MyChart if your physician’s practice has implemented AMITA Health's electronic health record. As this is a technologically complex process, it will be completed in phases over the next several years.

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Is there a fee to use MyChart?

No. MyChart is a free service offered to patients.

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How do I sign up?

1. Request an activation code from your physician’s office during your next visit. You will be provided with a letter or email that contains your code as well as instructions for creating an account. If your code is not used within 30 days, you will need to request a new one.

2. Sign up online (no activation code required). Click here to sign up.
Complete the form to find your medical record (must be an exact match with your medical record at AMITA Health). If the information matches, you can create a User ID / password and access your account immediately.

3. Ask to sign up during your next office visit. A doctor or nurse can help you to create an account during your visit. No activation code or Social Security Number is required when creating an account during a visit.

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I received an error message when trying to sign up. What do I do?

If you have received an error message when trying to sign up for MyChart, it could be for a number of reasons.

1. The information in your patient record is not up to date. Most errors occur because the Social Security Number or date of birth is incorrect or missing from your record. Please contact your physician's office or the Medical Records Department where your visit occurred to update your patient record with the correct information.

2. Your activation code has expired. If your code is not used within 30 days, it will no longer be valid. To create an account you must request a new activation code or you can sign up online without an activation code.

3. You do not have a patient record at an AMITA Health location that uses MyChart. Some AMITA Health locations use a different patient portal web site called MyRecord. MyChart and MyRecord are two different services that do not share information. If you have been seen at a location that uses MyRecord, that information will not be available in MyChart but can be viewed in MyRecord. Click here to view a list of AMITA Health locations that use MyChart and MyRecord along with instructions for creating an account.

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Can I use MyChart on my smartphone?

Yes, MyChart is available for both Apple iOS devices (iPhone® and iPad™) and Android ™ devices. To use the mobile MyChart app, you must first create a MyChart account.

Apple device users: Launch the App store on your device and search for “MyChart”.

Android device users: Launch the Market app on your device and search for “MyChart”.

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Who do I contact if I have questions?

You may e-mail us at mychart@amitahealth.org or contact the MyChart Patient Support Line at 1-888-744-1907.

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When can I see my test results in MyChart?

Most results are released to your MyChart account between 24 - 48 hours after the test has been resulted or the procedure has been completed. A small number of sensitive test results will not be released to your MyChart account.

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Why are certain test results not shared electronically via MyChart?

To protect the privacy of your health information tests of a very sensitive nature are not released to MyChart. Contact your physician's office or the Medical Records Department where your visit occurred to obtain a copy of sensitive test results.

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Why can't I see all of my health issues and my entire medical record through MyChart?

MyChart provides a summary of your health care issues, medications, lab results and out-patient visits as released by your physician. However you may request your full medical record by contacting the Medical Records Department where your visit occurred.

If you have been hospitalized at one of our hospitals or at one of our affiliated provider's hospitals, only limited information from a hospital stay will be provided in MyChart at this time. If you have additional questions pertaining to your records from a hospital stay, please speak with your physician or contact the Medical Records Department where your visit occurred.

MyChart is available to outpatient clinics and physician offices that are currently using AMITA Health's new electronic health record which is called Epic.

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

Information in your MyChart account comes directly from your electronic medical record at your doctor's office. Ask your doctor 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 2 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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I sent a message to my doctor. Why did I receive a response from his/her medical assistant or nurse?

Your doctor and medical staff work together as a team to provide health care services to you. Like phone calls, MyChart messages are often reviewed initially by a nurse of medical assistant working with your doctor and forwarded to your doctor on a case-by-case basis.

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

Yes, you can. This is called Proxy access. Proxy access can be granted for parents (or legal guardians) to view the medical information of their minor children (up to age 11) and teenage children (12-17) with the teenager’s consent. Proxy access can also be granted to a spouse or adult caregiver such as a guardian or agent under the power of attorney for healthcare law.

Proxy access allows a MyChart user to log into his/her own MyChart account then access the account of a family member or other individual whose account they have been authorized to access. The person requesting access must complete a Proxy Access Consent Form and submit it in person to an AMITA Health location. You can submit the form to the physician's office where your family member receives care or to the Medical Records Department where the visit occurred. Forms must be submitted in person along with a valid form of identification.

Click here to download a Proxy Access Consent Form

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

If you have proxy access to a family member or other individual's account, you may ask questions on behalf of that person but only while logged into the proxy context and accessing that person's record.

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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 have their own account. However you and your spouse can grant each other proxy access by completing the appropriate Proxy Access Consent form and signing a HIPAA Authorization allowing access to each other's medical authorization.

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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. If you are unable to reset your password online, please contact the MyChart Patient Support Line at 1-888-744-1907 for assistance.

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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?

Now you can signup online without an activation code. Click here to sign up.

Complete the form to find your medical record (must be an exact match with your medical record at AMITA Health). If the information matches, you can create a User ID / password and access your account immediately.

If you would prefer to use an activation code, you can request a new code by sending a message to mychart@amitahealth.org or you can call the MyChart Patient Support Line at 1-888-744-1907. After your information has been verified, an email with the new code and instructions for creating an account will be sent to the email address on file in your patient record.

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

Log into MyChart and select "Settings". Then choose "Notifications" to change your email address or choose "Security Settings" to change your password.

At this time it is not possible to make updates to your name or mailing address using MyChart. Please contact your physician's office or the Medical Records Department where your visit occurred to change this information in your patient record.

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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 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.

For other than general information viewing, MyChart must be accessed with a Secure Sockets Layer (SSL) compatible browser or terminal. Our SSL web server uses authentication and offers the highest level of encryption technology commercially available (128-bit RC4).

You can tell when you are secure by looking at the location (URL) field. If the URL begins with https:// (instead of http://), the document comes from a secure server. This means your data cannot be read or deciphered by unauthorized individuals. You can tell whether you are truly connected to AMITA Health by viewing the digital certificate. This certificate verifies the connection between the AMITA Health server's public key and the server's identification.

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What is your Privacy Policy?

MyChart is owned and operated by AMITA Health 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 AMITA Health. You may review our full privacy policy here. To access the privacy policy of an affiliated provider, please contact that provider's office.

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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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What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser. MyChart works on the following browsers:

  • Internet Explorer 8 and above
  • Mozilla Firefox 8 and above
  • Safari 5 and above
  • Google Chrome 14 and above
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My activation code does not work, what should I do?

For your security your activation code expires after 30 days. Now you can signup online without an activation code. Click here to sign up.

Complete the form to find your medical record (must be an exact match with your medical record at AMITA Health). If the information matches, you can create a User ID / password and access your account immediately.

If you would prefer to use an activation code, you can request a new code by sending a message to mychart@amitahealth.org or you can call the MyChart Patient Support Line at 1-888-744-1907. After your information has been verified, an email with the new code and instructions for creating an account will be sent to the email address on file in your patient record.

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Is my activation code my User ID?

No, your activation code is not your User ID or password. You will use this code only once to log into MyChart for the first time. The code will expire after you have used it or if not used within 30 days. When logging into MyChart for the first time, you will be asked to create a unique User ID and password.

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