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MyChart Frequently Asked Questions


General
What is MyChart?
Is a mobile app available for MyChart?
Who do I contact if I have questions about MyChart?
Who do I contact if I have billing questions?

Enrollment
Is there a fee to use MyChart?
How do I sign up?
Is my access code my user ID or password?
My activation code does not work. What should I do?
Can you send me a new activation code if I have lost it, let it expire, or did not receive it?

Your Medical Record
What is your privacy policy?
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 someone via MyChart, when can I expect a reply?
Can I download a copy of my medical record?
Can I update my allergies and medications?
Can I view my hospital visit information?
Can I view my upcoming tests and procedures?

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
Where can I update my personal information (e.g., home address, e-mail, or change my password)?
How do I sign up for e-mail or text message notifications to let me know when I have new information in MyChart?
Technical
How is MyChart secure?
I forgot my username or password. What should I do?
I was logged out of MyChart. What happened?
What do I need to use MyChart?



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:

  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Access trusted health information resources.
  • Pay your medical bills.

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Is a mobile app available for MyChart?

Yes! For mobile devices (tablets or phones), we recommend using our free app. This app offers true mobility, flexibility, instant access, and convenience to the most frequently used features of MyChart. Even more features will be available in the future! Download on iOS or Android.

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Who do I contact if I have questions about MyChart?

You may contact our MyChart Call Center at 618-263-6424 with any questions.

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Who do I contact if I have billing questions?

You may contact 888-652-3004 for billing questions.

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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?

Patients who wish to sign up for an MyChart account can sign up online by clicking on "Sign up now."

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Is my access code my user ID or password?

No, your access code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. The access code will expire after you have used it to enroll or after 45 days. When you log into MyChart the first time, you will be asked to create your own unique MyChart ID and password.

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

For your security, your activation code expires after 45 days and is no longer valid after the first time you use it. You may call our MyChart Call Center at 618-263-6424 for assistance.

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

You may call our MyChart Call Center at 618-263-6424. After we verify your information, we will send a new code to you.

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What is your Privacy Policy?

MyChart is owned and operated by OSF HealthCare 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 MyChart. Review our privacy policy in detail.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account as soon as the results are finalized. You may see your test results at the same time or before your provider is able to contact you with results. There may be instances your provider chooses to withhold a result until he or she can discuss it with you. You can still expect provider follow up, as appropriate.

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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 are able to be accessed through MyChart. Further, tests of a very 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 your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next office 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 someone via MyChart, when can I expect a reply?

You will generally receive an answer within 24-48 hours. MyChart is NOT to be used for urgent needs. For medical emergencies, please dial 911 or go to the nearest emergency room.

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Can I download a copy of my medical record?

Yes, you can download a copy of a portion of your medical record. Once you have signed up, please see "Share my Record" under the "Sharing" menu for more information.

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Can I update my allergies and medications?

Yes, you can request updates to both your allergies and medications. Allergies are found in "Health Summary" under the "My Record" menu. Medications are found under the "My Record" menu. If you request an update to your medications or allergies, your doctor's office will review your request during your next visit before making the change in your health record.

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Can I view my hospital visit information?

Yes. After you are discharged, or upon completion of your visit, you will be able to view some information from your hospital visit, including test results and your discharge instructions.

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Can I view my upcoming tests and procedures?

Yes, you can view your upcoming tests and procedures by clicking on "Upcoming Tests and Procedures" under the "My Record" menu. You'll be able to view all of your lab and procedure orders, along with the expected date, expiration date, order comments, and number of tests remaining - if applicable.

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

Yes, you can. This is called proxy access and allows a parent (or legal guardian) to log into their personal MyChart account and connect to information regarding their family member. Child proxy access is available, as well as adult-to-adult proxy access. Once you log in, please visit "Request Family Access" under the "Communication" menu for more information.

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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 and 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. You can, however, use proxy access (see above) to access that family member's account and send a message on their behalf.

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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 establish their own MyChart account. You can, however, use proxy access to view another adult's information. Please visit "Request Family Access" under the "Communication" menu for more information about proxy access.

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

To update your demographics, access "Personal Information" under the "Account Settings" menu. To change your password, access "Security Settings" under the "Account Settings" menu.

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How do I sign up for e-mail or text message notifications to let me know when I have new information in MyChart?

Log into MyChart to access "Communication Preferences" under the "Account Settings" menu. Text messages, e-mails, and mobile app notifications are all available.

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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. Futher, MyChart uses the latest in industry-standard 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. MyChart also offers 2-factor authentication as an extra layer of security. Access "Security Settings" under the "Account Settings" menu to set up 2-factor authentication.

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I forgot my username or password. What should I do?

You may contact our MyChart Call Center at 618-263-6424 to request a new, secure password, as well as receive assistance with your username. You may also use the "Forgot Username?" and "Forgot Password?" links on the login page to reset your username or password.

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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 (such as Google Chrome, Microsoft Edge, or Mozilla Firefox). For mobile devices (tablets or phones), we recommend using our free app. Download on iOS or Android.

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