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MyChart ® Epic Systems Corporation

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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 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?
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)?
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?

What is MyChart?

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:

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit, or you can contact the clinic in person to verify your information and receive an access code. This code will enable you to login and create your own user ID and password. If you were not issued an activation code while at the office, feel free to contact us at mychartsupportteam@slhs.org. We can verify your information, and then a new code can be sent to you via U.S. Postal Mail. Privacy issues prevent us from e-mailing or giving out codes over the phone. You may also go to your physician’s clinic and ask to have a new code generated for you.

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Who do I contact if I have further questions?

You may e-mail us at mychartsupportteam@slhs.org, or you can call 208-381-9000 to have your questions directed to the appropriate parties. If you have questions regarding the clinical content within your MyChart account, please contact your clinic directly.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account generally within 1 week.

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Why are certain test results not shared electronically via MyChart

Your provider is able to determine which types of test results are able to be accessed through MyChart. At this time, only blood test results are available. There is no release of imaging or pathology results at this time. Further, tests of a very sensitive nature are not released to MyChart.

Genetic studies are one type of lab test that receive special consideration when released in MyChart. The following departments do not automatically release any results to MyChart:
St. Luke’s Clinic Pediatric Genetics
St. Luke’s Clinic Pediatric Metabolic
St. Luke’s Children’s - Developmental Pediatrics
The build for this is currently in progress and these same studies if ordered outside of one of these three clinics, may be released into MyChart.

Additional studies that receive special consideration are:
CA 19-9
CA 125
CEA
CA 15-3
AFP
LDH
Chromagranin A
Light Chain Studies
SPEP
These studies have an extended automatic release of 7 days instead of 4 days like all other labs.

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

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 or send a message to your clinic through MyChart. Your health information should be reviewed and updated in your electronic medical record each visit.

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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. 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.

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

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. Complete a Proxy Access Request Form at your clinic to request access to this convenient service. All proxy requests must be done in person and Adult to Adult proxy access requires both parties to be present, and to consent to access by filling out the required forms.

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Who can I get proxy access for in MyChart?

Currently proxy access is available for parents of children 13 years of age and younger. Proxy access can be granted for patients who are 14 years and older, with a signed consent form from the patient. Adult to Adult proxy is also offered under the same guidelines.

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Can my minor child create a MyChart account?

Yes. An individual may request a personal account at age 14.

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

You can sign up for proxy access for children up to 17 years of age, by going to the patient’s St. Luke’s Clinic in person and filling out the a proxy authorization form.  Please also bring a photo ID to the clinic.  While at the clinic, you should receive an activation code to create a MyChart account. If you yourself currently have a MyChart account, the proxy patient’s name will appear “My Family’s Records” in your MyChart account when you login next.

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Why is the proxy access for my child who is between 14 years old to 17 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 a consent form. 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 is confidential under Idaho law at age 14. There are specific Idaho Statutes governing certain sensitive information related to this particular age group. Full Proxy access may continue provided we have a signed consent form for Full Access from the patient, or if their child is disabled. St. Luke's encourages and supports MyChart proxy access for parents while remaining committed to protecting all of our patients' privacy rights.

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

For information not available in MyChart please contact your child's clinic.

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What happens to my proxy access to my child’s MyChart account on their 14th birthday?

Parent’s proxy access to their child’s MyChart will automatically transition to the limited access class on the minor patient’s 14th birthday.

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What happens to my proxy access to my child’s MyChart account on their 18th birthday?

MyChart access automatically expires on the patient’s 18th birthday.

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

You can gain proxy access to another adult’s MyChart account by presenting to the clinic, with the other adult (both parties must be present to grant access). Once there you both must fill out the Adult to Adult Proxy Authorization form and present your photo identification. While at the clinic, you will receive an activation code to create a MyChart account. If you yourself currently have a MyChart account, the proxy patient’s name will appear “My Family’s Records” in your MyChart account when you login next.

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

No, 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.

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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 come to the clinic and fill out Proxy Access forms before access can be granted.

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I forgot my password. What should I do?

Simply click the "Forgot password" link on the sign-in page to reset your password online. If that does not work, you may contact our MyChart Patient Support Line at 208-381-9000 to gain assistance with this process or to request a new, temporary password.

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

If you have already received an access code from your clinic and it has expired, gotten lost, etc., please contact us at mychartsupportteam@slhs.org and after we verify your information, we can send a new code to you via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new activation code to you. You may also go to your physician’s clinic and ask to have a new code generated for you.

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

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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How is MyChart secure?

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

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I was logged out of MyChart, what happened?

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. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

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What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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My activation code does not 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.

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Is my activation code my user ID?

No, your activation 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 30 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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