MyChart Frequently Asked Questions – General

MyChart offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With MyChart, you can:

• Schedule medical appointments.
• View your health information, including medications, allergies, test results, and more.
• Request medication refills.
• Access resources for trusted health information.
• Message your care team.

No, MyChart is a free service for all patients.

You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the MyChart mobile app on a mobile device.

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 must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyChart messaging is done while you are securely logged in to our website or mobile app.

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. For more information, check out our helpful video on two-step verification.

You might receive email or text notifications that contain links to MyChart. These notifications allow you to login to MyChart securely using a link that expires after a short time. Keeping your MyChart account secure means keeping your phone number and email account secure. If you think your phone number or email account may be compromised, you can change the phone number or email on file on the “Personal Information” page in MyChart. For further assistance, contact our MyChart Patient Support Line 24/7 at 216-286-8960.

There are several ways to pay your bill depending on the services rendered.

• To pay your bill online, visit our Bill Pay page.
• To pay your bill by phone, please call 1-800-859-5906. (Note: To pay a Lake Health bill with a date of service before 9/30/2023, please call 1-833-825-5253).
• To pay your bill by mail, please use the address listed on your bill.

Learn more about UH’s financial assistance, including eligibility criteria, guidelines and the application process.

There are several ways to sign up for MyChart:

• Clinic staff might sign you up directly while you're at the front desk or in the exam room.
• You might receive a MyChart activation code on your After Visit Summary or on a billing statement.
• You might receive a text message or email with an activation code when you come in for a visit.
• You might be able to use self-signup online to create a MyChart account by matching your information against what is on file in your medical record.
• Sign up for UH MyChart here or download the app.

If you don't have an activation code, you can request one on the sign-up page. You can also call our MyChart Patient Support Line 24/7 at 216-286-8960. After we verify your information, you will receive a new code.

For your security, your activation code expires after a set period of time and is no longer valid after the first time you use it. If you still have problems, call our MyChart Patient Support Line 24/7 at 216-286-8960.

You can add University Hospitals to an existing MyChart account; however, there are additional features you may not have access to if you don’t download the UH MyChart app.

With MyChart, you can view most test results as soon as they become available. Know that you will likely see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyChart.

You will generally receive a response within 1 – 3 business days.

Please note that MyChart messages should not be used for urgent situations. Call 9-1-1 or visit your nearest emergency room if you require immediate attention or if you are experiencing serious symptoms such as chest pain, difficulty breathing or uncontrolled bleeding.

University Hospitals has historically had separate systems to manage scheduling, clinical information, ancillary services and billing. One or more of these systems are used each time you come to us for care. In an effort to ensure you have access to all historical information regarding your care with us, we have brought data from each system into MyChart. In some cases, this displays as multiple events on a specific date in your Past Visits view. Rest assured, your patient information will be in one place when all providers, facilities and services are using Epic in September 2023.

Please refer to the below table for medical records history. While all past records may not be in MyChart, rest assured that your doctor will have access to all your medical information

To request a refill of a current medication using your MyChart account:

• Click on medications
• Find the medication you want to refill
• Click on the refill button

Please try to give your provider as much advance notice as possible. Medications that are more closely regulated by the FDA have different requirements for prescribers. We are required by law to see the patient regularly to monitor medication use and usefulness.

On the Personal Information page in MyChart, you can update your address, phone number, email address, preferred name, and other personal details at any time so that your clinic always has the most up-to-date information in your record.

To make a request to change your legal name, call our MyChart Patient Support Line 24/7 at 216-286-8960.

Your MyChart information comes directly from your electronic medical record at your provider's office. Ask your provider to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record after each visit.

Proxy access allows another person to manage a patient’s MyChart account. Patients may wish to grant access to a family member and/or friend when they need assistance managing their appointments and other medical needs.

The person with proxy access can:

• View the patient’s health information, including health history, test results and after visit summaries
• Request prescription refills
• Schedule and manage appointments
• Send secure messages to the patient’s care team

Watch this video to learn more about MyChart Proxy Access.

For children under 12, proxy access allows a parent or legal guardian to manage their MyChart account and health information. The person requesting proxy access must have a MyChart account. If you don’t have an account, you can sign up here or download the app.

To request proxy access:

• Login to your MyChart account
• Select the Menu icon at the top left corner of the screen
• Under Account Settings, select “Request access to a minor’s account”
• Complete the form with your child’s information
• Click to acknowledge the statement
• Click Submit
• Allow up to 7 business days for the request to be reviewed

You can also request proxy access in person at your child’s doctor’s office.

Once access is granted, your child’s medical record will appear in the proxy section of your MyChart account. Proxy access may be limited when a child turns 13 and it is automatically terminated on a child’s 18th birthday.

Adults over age 18 can share their health information with another person through proxy access. Both people must have a UH MyChart account. If you don’t have an account, you can sign up here or download the app.

There are three levels of proxy access for adults:

• Clinical Information: Access to clinical health information, schedule appointments and communicate with providers
• View Clinical Information: Read-only access to health information
• Scheduling and Messaging only: Ability to schedule appointments and communicate with providers only

To grant proxy access:

• Login to your UH MyChart account, select the “Sharing Hub”
• Select “Family member, close friend or caretaker”
• Select “Manage ongoing access to your MyChart account”
• Click “Invite friends and family”
• Complete all fields and select the level of proxy access
• After agreeing to the terms and conditions click “Send Invite”
• The person receiving access will be sent an email invitation. They must login to MyChart and accept the proxy invitation.

Proxy access does not make the proxy responsible for the bill. The guarantor is the person responsible for paying the bill. You can find the guarantor name and account number on your statement.

Only the patient can invite an additional proxy. You should follow the same process for each qualifying individual.

The patient maintains and can change or remove proxy access at any time within their MyChart account.

To revoke a proxy’s access to your UH MyChart account:

• Under Sharing, select Sharing Hub
• Select “Manage friend and family access”
• Select “Who Can See My Record”
• Click the Revoke button next to the proxy’s name

No, due to the sensitive nature of medical information, each person must have their own MyChart account.

Proxy users can set their own communication preferences for notifications within UH MyChart by selecting the patient’s profile in UH MyChart after login. Visit UH MyChart account settings, then select the Communication Preferences option located within the UH MyChart Account Settings. In order to receive text notifications, the phone number on file must be opted into receiving text messages; be associated with the proxy’s account; and have communication preferences set to “Yes” for text messages. If a patient has multiple proxies and multiple phone numbers receiving the same appointment reminders, the first proxy to reply to the message will complete the confirmation, cancelation or rescheduling of the appointment.

If you’re having trouble logging in, click the “Forgot Username?” or “Forgot Password?” link below the login fields for assistance. You will go through two-step verification to verify your identity so you can recover your username or password. You can also call our MyChart Patient Support Line 24/7 at 216-286-8960 to request assistance.

Try checking the spam or junk folders in your email. If the email with your code is not there, try clicking Resend Code. If you still didn't receive the email, it could be that your account has a different email address on file. If you have multiple email accounts, check one of the others to see if the verification code was sent there instead. If none of your accounts received the email, it could be that we don’t have an email address on file. If this is the case, call our MyChart Patient Support Line 24/7 at 216-286-8960 for quick support.

We aim to protect your privacy and information. If you remain idle for 10 minutes or more after you log in to MyChart, you will be automatically logged out. We recommend that you log out of MyChart if you need to leave your computer for even a short period of time.

To have your account re-activated, call our MyChart Patient Support Line 24/7 at 216-286-8960.

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 of this feature referred to as Happy Together. This includes information from other organizations, such as:

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

To view this information, you must link your account. Check out our video tutorial on how to do this.

You can request that we deactivate your account by contacting the MyChart Patient Support Line 24/7 at 216-286-8960.

Contact the MyChart Patient Support Line 24/7 at 216-286-8960.