myChart Frequently Asked Questions

Enrollment Questions

What is myChart?

Is there a fee to use myChart?

How do I sign up?

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?

Who can I get proxy access for in myChart?

Can my minor child create a myChart account?

How do I sign up for Proxy Access for my child?

Why is the proxy access for my child who is between 14 years old and 17 years old different from the proxy access for children 13 and under?

What if I need more information about my child's medical record than is available on myChart?

What happens to my proxy access to my child's myChart account on their 14th birthday?

What happens to my proxy access to my child's myChart account on their 18th birthday?

How do I allow or receive Adult to Adult Proxy Access?

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

Can my spouse and I share one myChart account?

myChart Direct Scheduling

Who can I schedule an appointment with?

What is a Primary Care Provider?

What types of appointments can I schedule?

I'm a new patient; can I schedule my own appointment?

Can minors schedule their own appointment?

If I update my information in myChart, will it update in my medical record?

When can I confirm or e-check in for my appointment?

Can I cancel an appointment?

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, email or change my password)?

Technical Questions

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?

Is my activation code my user ID?

Enrollment Questions

What is myChart?

myChart is a patient portal that provides personalized and secure online access to portions of your medical record. It enables you to securely use the internet to help manage and receive information about your healthcare. With myChart, you can use your account to:

  • Request an appointment
  • Schedule your own appointment with your primary care provider
  • Request, cancel and view details of both past and upcoming appointments
  • Request proxy access to your children's or loved one's myChart account(s) online
  • eCheck In- You can check in for your appointment online to save you time at the clinic
  • Communicate securely with your medical care team through myChart Messages
  • Complete forms/questionnaires prior to you appointment
  • Request prescription refills
  • Receive electronic reminders about suggested tests or appointments
  • View test results (labs and some medical imaging)
  • View your Advance Directive
  • Download or view your medical records
  • Push Notifications- Sign up for myChart alerts
  • Search our Health Library
  • Pay your bill

Is there a fee to use myChart?

myChart is a free service, available online and through our mobile app.

How do I sign up?

You will have an Activation code printed on your After Visit Summary at the clinic, or you can contact the clinic or myChart Helpline to request an Instant Activation email be sent to you. No code is required. You can also match your records online through the Sign Up Now function and clicking Sign Up Online.

Who do I contact if I have further questions?

Please email us at myChartsupportteam@slhs.org, or call the myChart Helpline at 208-381-9000. If you have questions regarding clinical content in your myChart account, please contact your clinic directly.

Your Medical Record

When can I see my test results in myChart?

Your lab results will be released to myChart within 2 business days of the test being resulted, and certain medical imaging results are released to your myChart account in about a week. Your provider will determine which types of test results you can access through myChart. Tests of a sensitive nature are not released to myChart.

If some of my health information on myChart is incorrect, what should I do?

Your myChart information comes directly from your electronic medical record. Ask your doctor to correct any inaccurate information at your next clinic visit, or send a message to your clinic through myChart Messaging. Your health information is updated in your electronic medical record at each visit.

If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive a reply within 1-3 business days. Please note that myChart should not be used for urgent situations. Contact your medical center if the situation requires immediate attention, or dial 911 if it is an emergency.

myChart for My Family

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

Yes. Proxy Access allows you to log into your personal myChart account, then connect to information in your child's/adult's account. Proxy access can be obtained by completing a Proxy Access Authorization form and setting up an account for your child. Adult to Adult proxy access (age 18 and older) requires both parties to complete an Authorization form.

Who can I get proxy access for in myChart?

Proxy access is available to parents/legal guardians of children 17 years of age and younger, and Adult to Adult (including an incapacitated adult) proxy is also available.

Can my minor child create a myChart account?

Individuals age 14 and older are eligible to set up their own myChart account.

How do I sign up for Proxy Access for my child?

You can sign up for proxy access to your children up to 17 years old online or at your clinic. Complete the Proxy Authorization form and submit it in person or online. If you currently have your own myChart account, the proxy patient's name will appear in 'My Family's Records' the next time you log in.

Why is the proxy access for my child who is between 14 years old to 18 years old different from the proxy access for children 13 and under?

Proxy access is currently available for parents of children up to 14 years of age without requiring consent from the minor patient. myChart proxy access for children ages 14 thru 18 years old is automatically restricted to ensure we protect their right to privacy regarding information that may be confidential under State and Federal laws. Full Proxy access may continue provided we have a signed consent form allowing Parental Proxy access from the minor patient, or in other situations where the minor does not have legal capacity. St. Luke's encourages and supports myChart proxy access for parents while remaining committed to protecting all of our patients' privacy rights.

What if I need more information about my child's medical record than is available on myChart?

Please contact your child's clinic to request the information.

What happens to my proxy access to my child's myChart account on their 14th birthday?

Your myChart access will automatically convert from child proxy access to teen proxy access.

 

What happens to my proxy access to my child's myChart account on their 18th birthday?

Your myChart access automatically expires on your child's 18th birthday.

How do I allow or obtain Adult to Adult Proxy Access?

You can gain proxy access to another adult's myChart account either online or at your clinic with the other adult. You must both complete the Adult to Adult Proxy Authorization form. You will then receive an activation code to create your myChart account. If you currently have your own myChart account, the proxy patient's name will appear in 'My Family's Records' in your account the next time you log in.

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

No, myChart offers direct access to your personal health record, so communicating about another individual's information would be placed in your health record. This means information would not appear in the correct medical record, and could potentially jeopardize other's medical care.

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. However, you and your spouse can grant proxy access to each other, which would enable you to access your spouse's account. To do this, you must both complete Proxy Access Authorization forms before access can be granted.

myChart Direct Scheduling

Who can I schedule an appointment with?

You can schedule with your primary care provider (PCP) if you've been seen in the last 18 months, or if you have an upcoming appointment in the next 3 months.

What is a primary care provider?

PCPs are Family Medicine providers, Internal medicine providers and/or a Pediatrics provider.

What types of appointments can I schedule?

You can schedule a problem-focused appointment, a Wellness appointment or Well Child Check, or an OB appointment if your provider is also your PCP.

I'm a new patient; can I schedule an appointment?

No; you must be established with a provider.

Can a minor child schedule an appointment?

No; patients must be 18 years or older.

If I update my information in myChart, will it update my medical record, too?

Yes, any changes made in myChart will also change in your record.

Can I cancel an appointment in myChart?

Yes, but it me be at least 24 hours before your appointment.

When can I confirm or eCheck-in for my appointment?

Confirmation and eCheck-in become available three days before your scheduled appointment.

After I've Enrolled in myChart

I forgot my password. What should I do?

Click the "Forgot password" link on the sign-in page to reset your password online. If that doesn't work, you can contact our myChart Patient Support Line at 208-381-9000 for assistance or to request a new, temporary password.

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

If you've already received an access code from your clinic and it has expired, gotten lost, etc., please contact us at myChartsupportteam@slhs.org. After we verify your information, we can email or mail a new code to you. Or, use Sign Up Now, Sign Up Online to match to your record and sign up without an activation code. You can also go to your physician's clinic and ask to have a new code generated for you.

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

Log into myChart, and from the left side menu, go to the Preferences section and select an option.

Technical Questions

How is myChart secure?

We take great care to ensure your medical information is kept private and secure. Access to information is controlled through secure activation codes, personal IDs and passwords. Each person controls their password, and the account cannot be accessed without that password. myChart also uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your myChart session. Unlike conventional email, all myChart messaging is done while you are securely logged on to our website.

I was logged out of myChart; what happened?

We strive to protect your privacy and the security of your information. While logged into myChart, if your keyboard remains idle for 15 minutes or more, you will automatically be logged out. We recommend that you log out of your session if you need to leave your computer, even for a short period of time.

What do I need to use myChart?

  • Access to a computer connected to the internet
  • An up-to-date browser (Internet Explorer is recommended)

My activation code doesn't work; what should I do?

For your security, your activation code expires after 30 days, and is no longer valid after the first time you use it. If you still have problems, email us at myChartsupportteam@slhs.org or you can call our myChart Patient Support Line at 208-381-9000.

Is my Activation code my user ID?

No, this 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 30 days). When you log in, you will then be asked to create your own unique myChart ID and password.

myChart Support Helpline: (208) 381-9000