MyChart Frequently Asked Questions – General
Additional, in-depth details on our new electronic health record system.Patient Quick Start Guide
- Not all of University Hospitals is on MyChart, what is the timeline?
The transition to MyChart will take place in two phases. You can use MyChart to:
- View and schedule appointments with primary care and specialty care providers.
- Access your medical history and test results.
- eCheck-in for primary care appointments.
- Request prescription refills and communicate with your primary care provider.*
While we complete the full transition to MyChart, please continue using FollowMyHealth for these services:
- Communicate with specialty care providers.
- Request prescription refills from specialty care providers.
- Manage all of your specialty care, including visit summaries and notes from specialty care providers.
On September 30, 2023, all of your healthcare services with University Hospitals will be available in MyChart. FollowMyHealth for University Hospitals will be discontinued and your information will be transferred to MyChart.
*Please note that the following primary care practices and outpatient health centers won’t be available via MyChart until September 2023:
- Ohio Medical Group
- UH Brunswick Rheumatology & IM
- UH Internal Medicine Specialists
- UH Landerbrook Medical Group
- UH Select Medical Group – North Royalton
- UH Solon Medical Group
- UH Lake Health Primary Care Practices
- Rainbow Center for Women and Children – Midtown
- UH Medical Access Clinic (Douglas Moore)
- UH Otis Moss Jr. Health Center
Learn more about when to use MyChart or FollowMyHealth during this transition phase.
- What is MyChart?
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.
- Is there a fee to use MyChart?
No, MyChart is a free service for all patients.
- What do I need to use MyChart?
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.
- 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 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.
- How do I pay my bill?
During the transition to MyChart, there are two places to pay your bill depending on the services rendered:
- Pay a “Teal Bill” for Primary Care in MyChart here.
- Pay a Specialty Care or Hospital Bill with a Statement Number here.
What is a primary care “teal” bill?
The “teal” bill is used for making payments through MyChart, commonly for primary care services. This bill does not have a statement number and it has a teal strip of color at the top of the bill with a message saying “This is the teal bill.”See an example of a Primary Care “teal” bill (PDF)
What is a bill with a statement number?
This bill is commonly used for specialty care or hospital services. It includes a statement number.See an example of a bill with a statement number (PDF)
You may choose to pay your bill by phone, please call 1-800-859-5906 or learn more about UH’s financial assistance including, eligibility criteria, guidelines and the application process.
- How do I sign up?
There are several different methods of MyChart signup that might be used by different departments across your healthcare organization:
- 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.
- Can you send me a new activation code if I have lost it, let it expire, or did not receive it?
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.
- My activation code does not work. What should I do?
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.
- If I already have a MyChart account with another hospital, do I need to download the UH MyChart app?
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.
Your Medical Record
- When can I see my test results in MyChart?
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.
- If I send a message to my provider, when can I expect a reply?
You will generally receive a response within 1-3 business days. During the transition, please use MyChart to communicate with primary care providers and FollowMyHealth to communicate with specialty providers. All provider communications will be available via MyChart on September 30, 2023.
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.
- Why do I see multiple encounters for the same date of service in my Past Visits view?
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.
- Will UH MyChart have all of my previous health records?
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
Medical Information Details Available Records Patient Demographics and Information Patient identifiers from legacy systems and core demographic information. Includes patient name, date of birth, sex, address, primary care provider, next of kin, emergency contacts and preferred pharmacy All available Outpatient Problem List Discrete (e.g. ICD-10) active outpatient problem list. Excludes admission-specific diagnoses All active records as of Fall 2022 Allergies Discrete active allergies including medication, food and environmental allergies All active records as of Fall 2022 Outpatient Medications Discrete active prescribed medications patient is taking, commonly prescribed within ambulatory visits or discharge medications All active records as of Fall 2022 Vaccinations Discrete vaccination history All active records as of Fall 2022 Patient Encounters Inpatient, ED and Outpatient encounters. Includes date of service, primary diagnosis and visit providers 2012 – current Future Appointments Visits scheduled for on or after March 4, 2023. Limited to UH Primary Care Clinics All future appointments Notes Textual clinical notes including H&Ps, progress notes, transcribed or dictated reports 5 years Scanned Document Links Links to views previously scanned documents 5 years Patient Histories Medical, surgical and family histories All available Outpatient Vitals Vitals for pediatric patients and adults, including height and weight used for pediatric growth charting Peds: All available
Adults: 3 years
Lab Results Discrete lab results for general chemistry, microbiology, blood tests and other common lab tests 2018 – current Imaging Results Texual result reports for diagnostic imaging procedures 2012 – current Endoscopy Results PDF repots from endoscopy reports documented in Provation 10 years Cardiology Results Textual or scanned reports for cardiology results 7 years
- How do I request a prescription refill?
Please use MyChart to request refills primary care providers and use FollowMyHealth to request refills from specialty providers. All refill requests will be available via MyChart on September 30, 2023.
- Where can I update my personal information?
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.
- How do I change my legal name in MyChart?
To make a request to change your legal name, call our MyChart Patient Support Line 24/7 at 216-286-8960.
- What should I do if some of my information in MyChart is incorrect?
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.
MyChart for My Family
- Can I view a family member's medical record in MyChart?
Yes, you can. MyChart proxy access allows you to access the medical records of your family members and others you care for, with their permission. You must be at least 18 years old to have proxy access to another person’s medical record.
You might also want to grant a family member or friend access to your medical records when you need assistance managing your appointments and other medical needs. To give someone access to your medical record, grant access via a proxy invite through the Friends and Family Access page in MyChart.
- Can my spouse and I share one MyChart account?
No, due to the sensitive nature of medical information, each person must have their own MyChart account.
- I forgot my username or password. What should I do?
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.
- I didn't receive my two-step verification code. What should I do?
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.
- I was logged out of MyChart. What happened?
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.
- What do I do if I get locked out of my account?
To have your account re-activated, call our MyChart Patient Support Line 24/7 at 216-286-8960.
- I have multiple MyChart accounts. How do I link them together?
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:
- Care team
- Health issues
- Test results
To view this information, you must link your account. Check out our video tutorial on how to do this.
- How do I delete my account?
You can request that we deactivate your account by contacting the MyChart Patient Support Line 24/7 at 216-286-8960.
- Who do I contact if I have further questions?
Contact the MyChart Patient Support Line 24/7 at 216-286-8960.