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MyChart Frequently Asked Questions

Getting started with MyChart
How to create an account, login, or change your password.

How do I sign up for a MyChart account?

In order to create a MyChart account, you need to have an activation code. There are two ways to receive an activation code:

  • If you have an upcoming visit, your care team can send you an email with an activation code after your appointment.
  • If you do not have an upcoming visit, you can call the call center or health center to request an activation code. You must be a current patient and have an email address.

How do I use an activation code to sign up?

  1. In the MyChart login box, click Sign Up Now in the New User section.
  2. Enter your activation code and other personal verification items, such as the last four digits of your Social Security number and your date of birth. Click Next.
  3. On the next page, choose the following:
    • MyChart username. This should be something that others wouldn't be likely to guess but easy for you to remember. It cannot be changed at any time.
    • Password. This should be a unique combination of numbers and letters, using both uppercase and lowercase letters. Your password must be at least eight characters and must be different from your MyChart username. Choose a password that you don't use for other websites.
    • Security question. This question will be used to verify your identity if you forget your MyChart password. Choose a security question from the list and enter your answer. Your answer cannot include your MyChart password.
  4. On the next page, choose whether you want to receive a notification message in your personal email when there is new information available in your MyChart account. If you opt to receive email alerts, enter your email address.

How do I Log into MyChart?

  1. In your web browser, enter ppsne.org/mychart and access the login box on the right side of the page.
  2. Enter your MyChart username and password, and click Sign In.


What if I forget my MyChart username or password?

Click the Forgot Username? or Forgot Password? link below the login fields for assistance. You will be prompted to answer some security questions to verify your identity so you can recover your username or password. If you fail to recover your password after 5 unsuccessful attempts, you will be directed to reset your password. If you have 5 unsuccessful attempts at resetting your password, your account will be deactivated and you'll need to contact your health center.

What can I do on MyChart?
How to send messages to your care team, request an appointment, or have a tele-health visit with your clinician.

How do I view my health care information?

Viewing test results

With MyChart, you can view test results as soon as they become available, rather than waiting for a phone call or letter from your provider. To view test results, go to Health > Test Results. Select a test to see more information about it, such as:

  • The standard range for the result
  • Any additional comments your provider entered about the result

Receive email or text messages when new results are available

  1. Go to Profile > Communications.
  2. Expand the Health section and select a notification option next to Test Result.
  3. Update your email address and mobile phone number if needed at the bottom of the page.

View your current medications

Go to Health > Medications to see all of your current medications in one place. You can see details for each medication, including the prescribed dosage, instructions, and the provider who prescribed the medication. You can view additional information about a medication, such as precautions to consider when taking the medication and potential side effects, by clicking the Learn more link.

Request a medication refill

  1. From the medication list, click Request Refills.
  2. Select the check box next to the medication you need refilled and enter any comments. Click Next.
  3. Select a delivery method, pharmacy, and pickup date and time that's convenient for you, if applicable. Click Next.
  4. Review the details of your refill request and click Submit.

You will receive a message in your MyChart Inbox when your prescription refill is processed.

Note: You can request refills only for oral contraception that were previously fulfilled at the health center. If you need a medication refill for a prescription at an external pharmacy (for example, Walgreens or CVS), you'll have to contact that pharmacy to request a refill.


What else can I access on MyChart?

View a summary of your health information

To get a summary of your medical record, go to Health > Health Summary. This summary includes:

  • Current health issues
  • Medications
  • Allergies
  • Immunizations
  • Preventive care

Respond to questionnaires from your health center

Your Health Center might make questionnaires available from MyChart so you can complete them online instead of filling out a form when you get to the Health Center.

You might be able to respond to questionnaires in three different places:

  • Open generally available questionnaires from Health > Questionnaires.
  • If your provider wants you to complete a questionnaire for an upcoming appointment, go to Visits > Appointments and Visits. Locate the upcoming appointment and click Details. Open the questionnaire by clicking its name in the Questionnaires section of the appointment details.
  • If your provider sends you a MyChart message with an attached questionnaire, open it by clicking the questionnaire link near the top of the message.

If you need to close a questionnaire before you finish it, click Finish Later to save your progress.

View messages from your health center

You can read any messages sent by your provider or other Health Center staff by going to your Inbox (Messaging > Message Center).

Receive email or text messages when new MyChart messages are available

  1. Go to Profile > Communications.
  2. Expand the Messages section and select a notification option.
  3. Update your email address and mobile phone number if needed at the bottom of the page.

Ask your care team for medical advice

If you have a non-urgent medical question, you can send a message to your care team. This message is secure, meaning your information stays private as it is sent over the Internet.

You might use the Get Medical Advice feature if you're not sure whether you should come in for an appointment, if you need clarification on the dosage of one of your medications or something that was discussed in a recent visit, or if you just want advice about a common illness.

  1. Go to Messaging > Ask a Question.
  2. Click New Medical Question.
  3. Select a recipient from the list. This list might include your primary care provider, another provider with whom you've recently had an office visit, or the general care team at the Health Center.
  4. Select a subject for your message and enter your question.
  5. When you are finished, click Send.

Someone at your health center should respond to you within two business days. If you've opted to receive notification for new messages in your MyChart account, you'll receive a message or push notification letting you know that the Health Center has responded to your request.

View your past or upcoming appointments

You can view your past or future appointments by going to Visits > Appointments and Visits.

Select a scheduled future appointment or click Details to see info such as:

  • The date, time, and location of the visit
  • Any pre-visit instructions from the Health Center
  • Directions to your Health Center

If an upcoming appointment is eligible for eCheck-in, you can use it to take care of tasks such as the following before you arrive at the Health Center:

  • Pay visit copays
  • Pay pre-payments and balance payments
  • Verify or update insurance and demographics information
  • Verify or update medications, allergies, and current health issues
  • Answer appointment-related questionnaires
  • Verify guarantor information

You can view any of your provider's visit notes that are shared with you by clicking View notes.

Schedule or request an appointment

To schedule or request an appointment, go to Visits > Schedule an Appointment. Depending on the reason for scheduling or type of appointment you choose, you'll be directed to the Schedule an Appointment or Request an Appointment page.

  • When you schedule an appointment, you make the appointment yourself and don't need to wait to hear back from the Health Center. After verifying your demographics and insurance information, you can choose a location and enter preferred dates and times. Pick an appointment from the list of available time slots to schedule it.
  • When you send an appointment request, you're asked to enter the provider you want to see, the reason for the visit, preferred dates and times, and any comments regarding why you are requesting the appointment. After you submit your request, someone from the Health Center will contact you to verify an appointment date and time.

Receive medical care online with an e-visit

If your provider offers e-visits, you can answer a questionnaire about your symptoms and send photos or videos as needed for your provider to review. Your provider can offer medical advice for at-home care or let you know if you should schedule an appointment for treatment.

To submit and e-visit, go to Messaging > Ask a Question and select Symptom-Specific E-Visit.

Have a video visit with your Provider

You can schedule a video visit to have a face-to-face interaction with your provider from the convenience of home or work. Video visits are scheduled in the same way as other appointments. For more information about scheduling, refer to "Schedule or request an appointment" above.

Prepare for your video visit

To ensure a smooth connection, complete the following tasks well in advance of your video visit:

  • Make sure you have a webcam set up. This can be a webcam that's part of a laptop or a separate USB webcam.
  • Make sure you've installed any required browser plug-ins, software, or apps with the most recent updates.

After you've done these things, you can test that everything is working in MyChart. You should complete this test <at least 30 minutes prior to your video visit> start time.

  1. Go to Visits > Appointments and Visits.
  2. Locate the video visit and click Details.
  3. Click Test Hardware to make sure that your camera and microphone are working. Note that this button no longer appears when the option to connect to the video visit becomes available, typically <30 minutes prior to the visit>.

Connect to the video visit

You can connect to the video visit a certain amount of time before your appointment start time.

  1. Go to Visits > Appointments and Visits.
  2. Locate the video visit and click Details.
  3. Click Begin Video Visit.

After you connect to the video visit, you might need to wait for your provider to connect.

Control the video visit

During the video visit, you can resize the window and move it around your screen if needed without worrying about disconnecting. You can also pause the visit by clicking the pause icon. Pausing the visit pauses both the video and audio so that your provider cannot hear or see what you're doing.

Medical Record Access and Sharing
How to access a family member's record, invite someone to access your record, or view and download information.

Access a family member's record

ONLY after you've received permission, can you view a family member's records by clicking the photo or name for that family member in MyChart.

After you read the proxy access disclaimer, click Accept to continue to your family member's chart.

Invite someone else to access your record

  1. Go to Health > Share My Record and select Friends and family access.
  2. On the Friends and Family Access page, click Invite Someone under the Who Can See My Record? section.
  3. Enter that person's name and email address, confirms the level of access, and click Send Invite. The invitation then appears as Pending at the top of the page.
    • After you send the invitation, the recipient receives an email to notify them that you've invited them to have access to your account. From this email, they can click a link that takes them to a page where they must enter your date of birth to confirm that they know you and accept the invitation.
  4. After the person you've invited accepts the invitation, you'll receive a tickler message to let you know, and the Pending label is removed next to that person's name on the Friends and Family Access page. You can return to this page at any time to edit or revoke that person's access.

Medical Record Access and Sharing

Epic offers several different features through the MyChart patient portal to allow you to access your health records and share them with other people. For more information about accessing family members' records, refer to the section above.

View or download your medical record

You can save your health summary to a USB drive to carry with you in case of emergency. The portable summary includes all of the allergies, medications, current health issues, procedures, test results, and immunizations you can see in MyChart. If necessary, the information on your USB drive can be uploaded into a personal health record or another healthcare organization's electronic health record.

  1. Go to Health > Document Center.
  2. Click Visit Records and select the Lucy Summary tab.
  3. Click Download and then click Request for the message that appears. You'll be notified when your download is ready.
  4. When you are prompted to save or open the file, click Save and save it to an accessible location on your computer.
  5. Open the folder and extract the .zip file.
  6. To view your medical record, open the PDF file in the folder.

View, download, or send visit records

You can view, download, or share your record for a specific visit or set of visits.

  1. Go to Health > Document Center and click Visit Records.
  2. Select a visit on the Single Visit tab or use the Date Range tab or All Visits tab to select multiple visits. Then:
    • Click View to view a copy of the visit summary.
    • Click Download to save a copy of the visit summary for your records.
    • Click Send to send a copy of your visit summary to another provider. This might be useful if you need to keep another provider, such as a specialist who works outside of your Health Center, informed about your health.

Download medical records you've requested

If you've requested a copy of your medical record from your healthcare organization, you can download and view it from MyChart, rather than having to wait for a paper copy to arrive in the mail. <Your organization might also provide a link where you can complete a form to request medical records from this feature.>

  1. Go to Health > Document Center and click Requested Records.
  2. Locate the record you want to view and click Download.
  3. If the record is password protected, you see a message to warn you. Click Continue Download.
  4. Click Save to save the file to your computer and then open it, or click Open to open it without saving it to your computer.
  5. If the record is password protected, click Show Password on the Requested Records page to view the password you need to access the document and enter it to view the document.

Share your medical information with someone else

Share Everywhere is a way for you to share your medical information with the people who are taking care of you. Using your MyChart or MyChart mobile account, you can generate a share code and provide it to the person you want to share your health data with. This might be a provider, chiropractor, physical therapist, dentist, or school nurse, for example. The share code recipient enters that code and your date of birth on the Share Everywhere website to receive one-time, temporary access to your health information. The person who views your information can also write a note back to your health system to help keep your care team informed of the care they provided.

  1. Go to the Share My Record activity.
    • On the MyChart website, go to Health > Share My Record and select Give one-time access with Share Everywhere.
    • On the MyChart mobile app, tap the Share My Record activity on the home screen after you've logged in. Note that you must update the MyChart mobile app to version 5.4 or higher to use Share Everywhere.
  2. Enter the name of the person who will be viewing your record and request the share code.
  3. Tell that person to go to www.shareeverywhere.com to enter the code along with your date of birth.

See your medical information from other healthcare organizations

If you've been seen at another healthcare organization, you might be able to view information from that medical record right in MyChart. You might have heard this feature referred to as Happy Together. The information you might see from other organizations includes:

  • Allergies
  • Care team
  • Health issues
  • Medications
  • Messages
  • Test results
  • Visits

To view this information, you must link your account. Go to Profile > Link My Accounts to get started. Then, select your account from the list and click Link Account.

After you've linked your accounts, information from the other organization appears in MyChart with a C-shaped icon.

Preferences and Customizing your MyChart account
Notification settings, security, and using mobile apps.

Personalize MyChart

There are three ways you can personalize how MyChart appears for you and each of your family members. For each account you have access to, you can:

  • Specify the color scheme.
  • Change the name that appears under that person's photo.
  • Add or change the photo. Note that photos you upload through MyChart are visible to medical staff, so you should only use a photo that shows each person's face.
  1. Go to Profile > Personalize.
  2. Click Edit.
  3. Make any of the changes described above and then click Save.

Update your personal information

You can update your address, phone number, email address, and other personal details at any time so that your Health Center always has the most up-to-date information in your record.

  1. Go to Profile > Personal Information.
  2. Click Edit in the section for the information you need to update.
  3. Confirm that your updated information is correct, and then click Save Changes.

Customize your notification preferences

MyChart can send you notification by email or text message when there is new information available in your MyChart account. You can specify your preferences for different types of notifications, including new messages, test results, billing statements and letters, prescriptions, appointment updates, and more.

  1. Go to Profile > Communications.
  2. Select notification options for a group of notifications (for example, Appointments or Messages) or expand a notification group to select options for individual notifications you want to receive.
  3. Update your email address and mobile phone number if needed.

Change your MyChart password or update your security question and answer

To ensure that your medical information stays protected, consider changing your MyChart password periodically. To do so, go to Profile > Security Settings. From this page, you can also update the security question and answer that are used when you forget your MyChart username or password.

Protect your account with two-step verification

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.

When you log in to MyChart for the first time, you might be prompted to verify your email address and phone number to enable two-step verification. If you decide to turn off two-step verification instead, you can turn it on again later.

  1. Go to Profile > Security Settings and click Turn on Two-Step Verification.
  2. Confirm your email address or phone number, enter your MyChart password, and then click Continue.
  3. Select whether you want to receive the security code to turn on two-step verification by email or text message.

Mobile Apps

MyChart for iOS and MyChart for Android are portable versions of MyChart that you can use to manage your health information on the go. The mobile apps contain many of the same features as the MyChart website, allowing you to do all of the following, and more!

  • View test results
  • Send and receive messages
  • Schedule and confirm upcoming appointments and view visit summaries for past appointments
  • View your health summary, including allergies, immunizations, current health issues, and medications
  • View preventive care procedures and when they are due
  • Request and pay for medication refills
  • View billing statements and pay balances due and visit copays
  • Access family members' charts

If you have an iOS device, you can pair it with Apple Watch™. With MyChart for Apple Watch, you can:

  • See alerts for new information in MyChart
  • View upcoming appointments
  • Read messages
  • Review your medication list

Download the MyChart app

To install the MyChart app, go to the App Store or Google Play Store and search for "MyChart."

After you open the app, select your primary healthcare organization from the list of organizations. You can search for your organization by name, state, or ZIP code. You can easily add or switch between your MyChart accounts at different healthcare organizations using the Switch Organizations button on the login screen or the Switch Organization menu option after you've logged in.


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