MyChart Frequently Asked Questions

This FAQs guide is intended to provide answers for commonly asked questions. Please refer to the MyChart User Guide for a more in-depth explanation of features.





Why did I get a Survey?

You may get a survey about your experience with us. We hope you take the time to complete that survey so we can use your feedback to improve.

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Who do I contact for billing-related questions?

You may call 706-828-2333 between the hours of 8:30AM-5:00PM to inquire about a hospital or outpatient bill.

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Who do I contact for general MyChart questions such as account status and login issues?

You may call our 24-hour MyChart support line at 706-774-5800 for account and login issues.

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I forgot my username/password. What should I do?

To retrieve your username click on the “Forgot MyChart Username” link on the log in page and answer the personal information questions to have your username sent to your email address. To reset your password, you may click on the “Forgot Password” link. After answering a security verification question you will be able to create a new password.

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My account is disabled due to too many failed log in attempts. What should I do?

Your MyChart account is automatically disabled after 5 failed log in attempts. Please call 706-774-5800 to reactivate your account.

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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 go to the Profile tab. On the drop down menu select Personal Information to update your address and contact information. You can change your password and security question under Security Settings. Choose how you would like to receive MyChart notifications on the Notifications page.

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When can I see my test results in MyChart?

  • Normal Labs (that are not sensitive, narrative or text) will be automatically released daily.
  • Abnormal Labs (that are not sensitive, narrative or text) will be automatically released in 3 days if they have not already been released by the provider.
  • Narrative / Text Results (X-Ray and other imaging) will be released in 8 days if they have not already been released by the provider.
  • Sensitive labs require manual release by the provider.

Note: Please contact your provider directly to inquire about releasing your results to MyChart. Results ordered from organizations outside the University Health Care System and its affiliates will not release to your MyChart account.

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How can I ask a question about my test results in MyChart?

Click on the Messaging tab and select “Ask a Question” or click the Ask a Question quick link, click on New Medical Question and choose “Test Results Question” for your subject. Be sure to also choose the appropriate provider for the recipient.

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How does MyChart display my medical information?

MyChart is your personal window into the electronic medical record used by University Health Care System and affiliate practices to document your care.

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How do I know if I have a new message, or if other new information is available in my MyChart account?

You will receive an e-mail when you have new information in your MyChart account. If you are not receiving these e-mails, please verify that your current e-mail address is set in your preferences and that you have elected up to receive notifications. To do this, log into MyChart and on the Preferences tab, click "Notification" on the drop down menu. On the notifications page you can select which type of alerts you would like to receive notifications as well as change your contact e-mail address. You may also want to check your personal e-mail settings to make sure MyChart e-mails are not being sent to your junk mail folder.

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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 the hospital and your provider's office. You can submit update requests from the Current Health Issues, Medications or Allergies sections under the Health tab. Changes to your health information will be reviewed and updated at your next visit.

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How do I schedule an appointment in MyChart?

You can submit a request to schedule an appointment with a participating physician that you have seen in the past year at University Health Care System facilities. Additionally, many University Health Care System locations offer online scheduling directly through MyChart. With direct scheduling you can choose from a list of available dates and times in which to schedule an appointment.

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Can I cancel my appointment in MyChart?

You can cancel your appointment up to 24 hours prior to the appointment. If you are within 24 hours of your appointment and wish to cancel, please call the practice or department.

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Why isn't my provider listed as a recipient to send a message?

You must have seen your provider at their office within the past year to send them a MyChart message. Once the year has passed, the provider will not be available as a recipient for MyChart messages until you visit their office again.

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If I send a message to my provider, when can I expect a reply?

You will generally receive an answer within 3 business days; however, staff and information availability may result in a longer response time. Please note that MyChart should not be used for urgent situations. Please contact your provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

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What is an E-Visit?

An E-visit is an electronic visit completed by a patient and sent through MyChart to a University Health Care System E-Visit provider. E-Visits are perfect for patients who do not have time to get to their doctor’s office or who do not want to spend travel time to visit the doctor when they need a quick answer or diagnosis for a minor symptom.

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What symptoms are appropriate for an E-Visit?

The following are the types of conditions appropriate for an E-visit:

  • Back Pain
  • Cough, cold, flu symptoms
  • Diarrhea
  • Ear Pain
  • Rash
  • Red Eye
  • Sinus Problems
  • Sore Throat
  • Urinary Problems
  • Vaginal Discharge/Irritation

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Who can use E-Visit?

E-visits may not be used on behalf of another person. By using the E-visit service you are certifying that you are the patient. This means that one family member cannot use the E-visit service for another family member. The only exception is that parents may use the E-visit service for their minor child. At this time minors under the age of 18 may not use E-visit on their own.

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How do I begin an E-Visit?

To initiate a MyChart E-Visit, please follow these steps:

  • Log on to your MyChart account.
  • Click on the Messaging Tab and select “Ask a Question”, select “Symptom-Specific E-Visit”.
  • Read the E-Visits Terms and Conditions and click “Accept”

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What is the fee for an E-Visit?

You will be charged a $35.00 self-pay fee for using the E-Visit service. If your provider requests that you come in to be seen person and you are seen in-person for the same presenting complaint, you will not be charged the E-Visit fee.

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Can I manage the health information of a family member or friend in MyChart?

Yes you can. This is called Proxy access and there are two types of access: Adult to Adult and Adult to Child. Adult to adult proxy allows you to access an adult's (over 18) medical information via MyChart. Adult to child proxy allows a parent or guardian to access a minor's medical information via MyChart. Proxy forms are available for download on the www.uhmychart.org log in page under the "Requesting access to a family member's MyChart" heading. Completed forms should be faxed to the Health Information Department at 706-774-8631.

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To have proxy access for a patient, do I need a University Health Care System medical record?

No. A University Health Care System medical record is not needed. A non-patient proxy is a user with a MyChart account, but no patient record.

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

A proxy can send a message to the office of the patient's primary care physician or any provider with whom the patient has had an appointment in the past year at a participating University Health Care System facility or subscribing provider. If you are not a proxy for your family member, please do not send messages about that person from your MyChart account, since the information would not appear in the correct person's electronic medical record.

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Can my spouse and I share one MyChart account?

No. Each MyChart user will have their own account.

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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:

  • Request, Schedule or Cancel an appointment
  • Get notified about wait list appointment opportunities
  • Review Allergies, Medications and Problem List
  • Access preventive care information
  • Request and view medication renewals
  • Securely message your providers
  • View test results
  • View upcoming and past appointments
  • View your child's are dependant's medical information (Authorization required)
  • View, download and transmit your health summary
  • Pay your bill online
  • Review discharge instructions

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Is there a fee to use MyChart?

No. MyChart is a free service offered to our patients.

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Where is my activation code?

Activation codes are automatically sent via SMS (text) to your registered mobile phone or email when you are discharged or check out from an office visit. These codes expire after 30 days. If you have not recently been in our care and would like a code sent to your mobile phone or email address please contact your provider’s office.

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How do I sign up?

Patients can ask to sign up during an office visit or self sign up by clicking the Create MyChart Account button located on the www.uhmychart.org login page and completing the online form. After submitting the online form, the information is automatically checked to match you with your medical record. If a record is found matching your information, you can create a user name and password to complete the activation. If no record matching your information is found, our Health Information Management team will contact you.

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Can I access MyChart from a mobile device?

Yes. Once you have created a user name and password at www.uhmychart.org, you can download the free MyChart app from the iPhone App Store or Android Market by searching for MyChart (Epic). After installation, the app will ask you to select a state, select Georgia or South Carolina and then select University Health Care System from the list of available providers. Note that not all MyChart web features are available in the MyChart app.

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Who do I contact if I have further questions about how MyChart works?

Please refer to the MyChart User Guide on the Resources>Useful Links page. It is a comprehensive guide of University Health Care System's MyChart and is updated when new features are introduced. You may also e-mail us at uhmychart@uh.org.

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Where can I download the MyChart mobile app?

The free MyChart mobile app is available on Apple Store and Google Play.

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Which MyChart web features are available for the MyChart mobile app?

The MyChart mobile app is available for Android and iPhone. It offers many of the same features as the web based MyChart version on your mobile device. The table below compares the features available for the web-based version of MyChart and the MyChart mobile app version.

Patient AccessMyChart WebMyChart Mobile
Proxy AccessYesYes
Messenging
InboxYesYes
Get Medical AdviceYesYes
Request RX RefillYesYes
LettersYesYes
Request a ReferralYesNo
Sent MessagesYesYes
Visits - Scheduling and Appointments
Upcoming Appointments - Listing and DetailYesYes
Past Appointments - Listing and DetailYesYes
Past Admissions - Listing and DetailYesNo
Cancel AppointmentYesYes
Schedule an AppointmentYesYes
View, Download, and Transmit Visit InformationYesNo
On My WayYesYes
Request an E-VisitYesYes
Upcoming Tests and ProceduresYesNo
eCheck-InYesYes
Fast Pass Appointment OffersYesYes
Wait List UpdatesYesYes
Open SchedulingYesYes
Health and Clinical Features
Plan of CareYesPartial
Test ResultsYesYes
Care Everywhere AuthorizationYesNo
Health SummaryYesYes
Current Health IssuesYesYes
MedicationsYesYes
AllergiesYesYes
Preventitive CareYesYes
ImmunizationsYesYes
Download My RecordYesNo
Growth ChartsYesNo
Requested RecordsYesNo
Who Has Accessed My RecordYesNo
Health TrendsYesNo
QuestionairesYesYes
Patient-Entered FlowsheetsYesYes
End-of-Life PlanningYesNo
Billing and Insurance
Billing Account SummaryYesYes
Bill PaymentYesYes
Paperless BillingYesYes
Coverage DetailsYesNo
Insurance Summary/Plan DetailsYesPartial
Payment PlansYesYes
StatementsYesYes
Proxy Access for Billing FeaturesYesNo
Billing Customer Service MessagesYesNo
Preferences and Administrative Features
Personalize MyChart (Proxy Colors, Patient Photos)YesYes
DemographicsYesNo
Change Password or Security QuestionYesPartial
NotificationsYesYes
Other PreferencesYesNo
Manage My AccountsYesPartial
Search the Health LibraryYesNo
Other Mobile Features
Passcode / Fingerprint LoginNoYes

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How do I link Apple health records on my iPhone?

Please follow this link to the Apple website for instructions.

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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 personal IDs and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.

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I was logged out of MyChart, what happened?

For security purposes, if your keyboard remains idle for more than 15 minutes, you will be automatically logged out of MyChart.

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What do I need to use MyChart?

MyChart requires internet access or mobile data connection. To adequately manage your MyChart account you will also need to specify a current email address. A mobile number is also highly recommended.

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Can my MyChart access be terminated?

Yes. Your access can be terminated at any time. Most terminations occur because of misuse. MyChart is offered as a free service. You do not have a legal right to access this information.

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Requesting access to a family member's MyChart?:

Adult/Adult - Adult/Child

Urgent Medical Matters

Please do not use MyChart to send any messages requiring urgent attention. Dial 911 for emergency or life threatening situations.