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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

General Questions

Access and Security

Using MyChart

Q. What is MyChart?

A. MyChart is your secure online connection to your medical record and your doctor’s office. With MyChart, you can:

  • Schedule, confirm, or cancel an appointment (24 hours notice is required to cancel an appointment)
  • Review past appointments and procedures
  • Request prescription refills
  • View information from your medical record including lab results and immunizations
  • Request referrals to specialists
  • Download a printable wallet—size card of your vital health information
  • Sign up for Proxy access
  • Update your personal information

MyChart is not to be used for urgent matters. Please call your provider's office for all urgent matters.

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Q. Who can sign up for MyChart?

A. MyChart is currently available to patients, age 18 and older, who have a MultiCare primary care provider.

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Q. Is there a fee associated with using MyChart?

A. There is currently no fee for using MyChart.

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Q. What do I need to use MyChart?

A. To access MyChart, you need a computer connected to the Internet and one of the following browsers: Internet Explorer 5.0 or above, Netscape 6.2 or above, AOL 8.0 or above, or Safari 1.1. We recommend using Internet Explorer.

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Q. Can I view my minor child's medical record in MyChart?

A. You may sign up for Proxy access for your child age under 18 or for other family members. For further details, please contact your primary care provider's office.

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Q. Is MyChart secure?

A. MyChart uses the latest 128-bit Secure Socket Layer (SSL) encryption technology with no caching to automatically encrypt your session with MyChart. Additionally, you set your own user ID and password. To prevent unauthorized access, all medical information is stored safely behind multiple firewalls in MultiCare’s electronic medical record system.

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Q. How do I sign up to use MyChart?

A. You may either ask your provider for an access code during your visit or select the Register For MyChart link to submit an electronic request for your access code. With your access code, you can then set up your account.

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Q. My access code doesn’t work or I lost it. What should I do?

A. For your security, your access code automatically expires after 90 days, or after it is first used. If you have lost your access code, please e-mail MyChart at ContactMyMultiCare@multicare.org.

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Q. Is my access code my MyChart ID?

A. No, your access code is only used one time to sign up for MyChart. During the sign—up process, you will choose a MyChart ID and password that you will use from then on to sign in to MyChart. You may also set a password hint at that time. We encourage you to set the password hint in case you forget your password in the future.

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Q. When I try to sign in, MyChart keeps telling me "login unsuccessful," what should I do?

A. Your MyChart ID and password are created by you during your account set—up and must match exactly when you access MyChart again. The fields are case sensitive. Make sure your Caps Lock key is not on. Make sure you do not enter extra spaces or characters in either the MyChart ID or password boxes and try again. If you have forgotten your MyChart ID or password, click the “Forgot Password?” link and fill in the form to receive a password hint.

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Q. How should I choose a secure password?

A. The password you create is the key to protecting the privacy of your information available through MyChart. We recommend following the steps below to create a secure password.

  • Use at least eight characters. The strength of your password is the length and complexity of your password.

Once you have created your own unique password, only you will know what it is. No one at MultiCare will be able to see it.

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Q. I forgot my password, how do find out what it is?

A. Click the “Forgot Password” link and fill in the form. Your password hint will be sent to you via Email.

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Q. How do I change my password?

A. Select the Prefences Menu option and then click on Change Password and follow the directions to change your password

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Q. How often should I change my password?

A. For your security, we recommend you change your password every 90 days.

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Q. Are all my test results available through MyChart?

A. No, currently only laboratory test results are accessible through MyChart. Some laboratory tests may not be released if they were ordered by a physician not currently participating in MyChart. In general, tests of a very sensitive nature will not be released to MyChart.

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Q. I sometimes get logged out of MyChart. What happened?

A. To protect your privacy, while logged in to MyChart if your keyboard remains idle for 10 minutes or more, you will be automatically logged out. Any information you have typed will be lost. We recommend that you do not leave your MyChart account open if called away. Always log out to protect your privacy.

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Q. I am not receiving alerts to my regular Email when I have new MyChart information. What is wrong?

A. Sign in to MyChart and click the Preferences Menu and select Change Password. Be sure that your Email address has been accurately entered. Make sure that the “Internet Email Alerts” box is checked. Then click “submit changes”.

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Q. How do I update my home address, phone number, or Email address?

A. After you sign in to MyChart, select the Prefences Menu option.

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Q. Why isn’t there a check box next to the appointment I want to cancel?

A. 24 hours notice is required to cancel an appointment through MyChart. The check box is automatically removed when there are less than 24 hours until the appointment. Please contact your provider’s office by phone if you need to cancel an appointment with less than 24 hours notice.

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Q. I have a question that isn't answered here, what should I do?

A. If you need help with MyChart, send an Email message to:

ContactMyMultiCare@multicare.org

or click the contact us link.

For your security, MultiCare employees are unable to view your password. DO NOT send any message to this Email address regarding your health or health-related issues.

If you are experiencing a health-related problem, call 911 or your physician's office.

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