MyChart Frequently Asked Questions
- What is MyChart?
- Is there a fee to use MyChart?
- How do I sign up?
- Is there a mobile app?
- Who do I contact if I have further questions?
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?
- If I send a message to my doctor, when can I expect a reply?
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)?
- How is MyChart secure?
- 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?
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 refills.
- Access trusted health information resources.
- Communicate electronically and securely with your medical care team.
- Access billing statements and pay bills online
MyChart is a free service offered to our patients.
Patients who wish to sign up for a MyChart account will be given an activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.
If you previously had a MyJohnMuirHealth account, you can use the same username and password to access MyChart. If you have forgotten your credentials, you can use the “Forgot Username” or “Forgot Password” links on the login page to recover your username and/or password. If you need assistance, call our Patient Support Center at (925) 941-2001.
Yes. MyChart has a mobile app for both iOS and Android. After you have downloaded the app, select John Muir Health from the list of organizations.
You may call our Patient Support Center at (925) 941-2001 or, after logging into MyChart, select “Ask a Question” from the Messages menu and choose "Customer Service Question".
Your test results are released to your MyChart account after your physician has reviewed them. This is generally within 1-4 days. Certain results are not released online, please contact your doctor’s office if you do not see your results online after 5 days.
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.
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 clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.
You will generally receive an answer within 1-3 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.
Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Request to Share a Record through your MyChart account or complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.
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.
No, due to the sensitive nature of medical information, each adult must establish their own MyChart account.
You may contact our Patient Support Center at (925) 941-2001 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.
Contact our Patient Support Center at (925) 941-2001 and after we verify your information, a new code will be sent via email.
Log into MyChart and on the top menu, select Profile, then Personal Information, and edit your information.
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.
MyChart is owned and operated by Epic 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 Epic.
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.
You need access to a computer connected to the Internet and an up-to-date browser.
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, call our Patient Support Center at (925) 941-2001