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MyChart ® Epic Systems Corporation

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330-543-4400
mycharthelp@chmca.org
Monday-Friday 8 a.m. to 4:30 p.m. (EST)

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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who can participate?
Is MyChart secure?
Logging in Questions
When I try to login, I keep receiving the message "Login unsuccessful". What could be wrong?
Can you send me a new access code as I have lost it, let it expire or did not receive it?
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?
Proxy Access Questions
What is proxy access?
Can I ask questions regarding a family member from my MyChart account?
Troubleshooting
What technical requirements are needed to use MyChart?
My access code does not work. What should I do?
Is my access code my user ID?
Who do I contact if I have further questions?

What is MyChart?

MyChart provides access to certain information stored in your/your child’s Children’s medical record. MyChart does not replace direct communication with your physician, other providers or staff. With MyChart, you can obtain information about your/your child’s allergies, immunizations, medications, laboratory and radiology results, health issues, and appointments. You may also take advantage of on-line services such as requesting appointments and sending secure messages to the physician’s staff

Children’s does not display all information from your/your child’s medical record, nor does it give access to every medical service. Each web page will describe the information available to you. If you need information or services beyond what are available to you in MyChart, please call your/your child’s physician’s office. If you need a complete copy of your/your child’s medical record, please contact Akron Children’s Health Information Management for information about this process: 330-543-8552.

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Is there a fee to use MyChart?

MyChart is a free service.

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How do I sign up?

To participate in MyChart, ask your/your child’s physician at a scheduled appointment for a MyChart Activation Form. You can also access the activation forms here. When you submit a completed form to your/your child’s physician’s office, you will be issued a MyChart activation code, which will enable you to login and create your own user ID and password.

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Who can participate?

All patients who are at least 18 years of age and receive care at a Children’s department or from a participating Children’s provider are eligible to use MyChart. In addition, parents and legal guardians of minors may request proxy access to their child’s MyChart account. Proxy access is also available for persons (such as legal guardians) who have legal authority to access an adult patient’s information. More information on Proxy access is found below under What is Proxy Access?

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Is MyChart secure?

All communication between you and your/your child’s healthcare provider and care team using MyChart is carried over a secure, encrypted connection. Encryption means the information is coded in such a way that no one can read it during transmission. Your/your child’s health records are stored behind a firewall to prohibit unauthorized access. In addition, MyChart access requires an ID and password that you create yourself.

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When I try to login, I keep receiving the message "Login unsuccessful". What could be wrong?

Make sure your Caps Lock key is not on. The password field is case sensitive. Make sure you do not enter extra spaces in either the MyChart ID or password boxes and try again. Be certain you are entering your birth date – not your child’s birth date. If you have forgotten your MyChart ID or password, click on the "Forgot Password?" link and fill in the form.

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

You can request a new access code at your next appointment or contact our MyChart help team at 330-543-4400 or mycharthelp@chmca.org.

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When can I see my test results in MyChart?

Lab and radiology test results are released to your MyChart account after your/your child’s physician has reviewed them. You should be aware that while some test results will be available in a few days, others may not be available for weeks. If you do not see test results within the expected timeframe, please call the ordering physician’s office to check on the status.

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Why are certain test results not shared electronically via MyChart?

Lab and radiology test results in your MyChart account are released at the discretion of the physician. Your/your child’s physician may prefer to discuss certain test results in person to answer any questions. Also, by law, certain tests of a sensitive nature may not be shared electronically. If you do not see test results in MyChart, please call the physician’s office to discuss the results.

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

MyChart information comes directly from your/your child’s electronic medical record. If you find incorrect information, please contact your/your child’s physician through MyChart, by phone, or at your/your child’s next visit to discuss correcting the information.

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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 1-3 business days. MyChart should not be used for urgent situations.

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What is proxy access?

Parents or legal guardians may request access to MyChart for their minor child. Secure communication messages sent within MyChart may become part of the patient’s medical record. Under State and Federal law there may be circumstances where you will not be allowed to access your child’s health information.

Information and services available via MyChart for children under age 12:

Information and services available via MyChart for children ages 12-17:

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

No. For patient safety, do not submit questions regarding other persons from your MyChart account. Information that you send from your MyChart account will be filed in your medical record. If you have proxy access to another person’s account, please send messages regarding that patient from his/her account rather than your account.

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What technical requirements are needed to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer). A free MyChart mobile app is also available for iPhone® and Android devices. Download the app by searching “MyChart” in the iTunes® App Store or the Android Marketplace. Select Akron Children’s Hospital as the default hospital when using the app for the first time.

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My access code does not work what should I do?

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you have problems, contact mycharthelp@chmca.org or 330-543-4400. Please remember to include your name, patient’s name and date of birth, and a telephone number in case Children’s needs to contact you.

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Is my access code my user ID?

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 code will expire after you have used it or after 60 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

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Who do I contact if I have further questions?

For technical questions contact: mycharthelp@chmca.org or 330-543-4400. Please remember to include your name, patient’s name and date of birth, and a telephone number in case we need to contact you.

For medical questions, please contact your/your child’s physician’s office directly.

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