MyChart Frequently Asked Questions

Sign-up Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
How old do I need to be to sign up for MyChart?
My access code does not work. What should I do?
Who do I contact if I have further questions?
My Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically through MyChart?
If some of my health information on MyChart is not correct, what should I do?
How do I ask for health advice?
If I send a message to my provider, when will I get a reply?
Why can’t I schedule an appointment with my provider?
How do I print out my immunization record using MyChart?
How do I request a refill of my medication through MyChart?
Why can’t I request a refill on certain medications through MyChart?
Why don’t I see some of the medications I am taking in MyChart?
How do I download my health record through MyChart?
MyChart for My Family
Can I view a family member's health record in MyChart?
Can my spouse and I share one MyChart account?
Accessing MyChart
What do I need to use MyChart?
I forgot my password. What should I do?
I was logged out of MyChart, what happened?
Where can I update my personal information (e.g., home address, email or password)?
How do I make the text bigger?
The text is hard to read or I have a visual disability. Does MyChart have a high contrast color option?
How do I sign up for text message alerts through MyChart?
Is there a MyChart mobile app?
Is MyChart accessible to people with disabilities?
Privacy and Security
How is MyChart secure?
What is your privacy policy?

What is MyChart

At the Institute for family Health, we’re here to help you take control of your health. MyChart gives you personalized and secure online access to parts of your health record. With MyChart, you can securely receive and manage information about your health online. You can use MyChart to:

  • Make appointments
  • Look at some of the health information stored in your electronic health record
  • Look at test results (such as blood tests)
  • Refill some prescriptions
  • Send and receive messages from your health care provider
  • Get important health information from trusted sources.
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Is there a fee to use MyChart?

No! MyChart is a free service offered to all patients at the Institute for Family Health.

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How do I sign up?

You can sign up for MyChart at your health center. Ask our staff for an access code to sign up. You will use this access code to create your MyChart account. Go to www.mychart.institute.org and click on the "Sign Up Now" link. Type in your access code and create your own MyChart user ID and password. You have 60 days to do this or the access code will expire.

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How old do I need to be to sign up for MyChart?

You must be 10 years or older to sign up for MyChart.

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My access code does not work. What should I do?

For your security, your access code can only be used once and expires after 60 days. If you need a new access code or have any problems, call our technical support team at (800) 444-6107 or email us at mychart@institute.org. Please include your name and telephone number. For your security, do not include any other personal or confidential information. Someone will return your message within 1-2 business days.

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Who do I contact if I have further questions?

You can call the patient support line at 800-444-6107 or email us at mychart@institute.org. Please include your name and telephone number. Someone will return your message within 1-2 business days. Please do not send any confidential information by email.

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When can I see my test results in MyChart?

You can read and review your test results after your health care provider has looked at them. This is usually in 2-3 days. However, some test results can take up to a few weeks. For example, Pap smears usually take longer. When you come in for a test, you can ask your provider how long it will take to get your results. Please note that not all tests are released through MyChart. Imaging tests (such as x-rays and mammograms), EKGs and progress notes are not available through MyChart.

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Why are certain test results not shared electronically through MyChart?

There are a number of reasons. Not all test results can be viewed through MyChart. Imaging tests such as x-rays and mammograms are not available through MyChart yet. Any tests not done at an Institute for Family Health health center cannot be seen in MyChart unless you also have a MyChart account with the office that did the test, and you have linked your accounts together.

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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 health record at your Institute for Family Health health center. Your provider will review and update your health information at each visit. If you think that any information in MyChart is not correct, please speak with your provider at your next visit.

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How do I ask for health advice?

Sign in to MyChart. At the top, under “Messaging,” click “Ask a Question.” Then click “New Medical Question.” Click on the name of the provider you would like to respond to your question. Choose a subject, type your question, and press “send.”

Please note that your questions may be forwarded to other staff members at the health center to assist in your care. All messages will become part of your health record.

PLEASE NOTE: MyChart SHOULD NEVER BE USED FOR EMERGENCIES. Please contact your health center if you have a problem that needs attention right away. If you are having an emergency, dial 911.

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If I send a message to my provider, when will I get a reply?

In most cases, your provider will reply to your question within 1-2 business days. It is very important that you only use MyChart for questions that are not emergencies.

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Why can’t I schedule an appointment for my provider?

There are a few reasons why this might happen:

  • Not all providers can be scheduled through MyChart.
  • your provider's schedule may be full.
  • The provider may be away during the time you are requesting.

If you need an appointment and you cannot schedule through MyChart, just call your health center and we will help you.

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How do I print out my immunization record using MyChart?

Sign in to MyChart. At the top, under "Health," click on "Immunizations." Click the image of the printer located in the top right. A new window will appear. Click "Print This Page" near the top of the window. Select the printer you want to use.

Please note that your immunization record in MyChart is a list of vaccines that we have on record for you at the Institute for Family Health. If you have received vaccines somewhere else, please bring that immunization card to your health center so that we can update your record.

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How do I request a refill of my medication through MyChart?

Sign in to MyChart. At the top, under "Messaging," click "Request Rx Refill." Choose the medication you would like to refill. Choose whether you would like to pick it up, get it mailed to your home or have it called into a pharmacy. Fill out all of the information and click “Submit.”If you would like your refill called into a pharmacy, please include the pharmacy’s telephone number in the space provided. We will contact you when your prescription has been called in, which is usually within 1 business day. If you have not been contacted within 1 business day, please call your health center so that we can assist you.

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Why can’t I request a refill on certain medications through MyChart?

and

Why don't I see some of the medications I am taking in MyChart?

There are a few reasons why this might happen:

  • the medication may have been stopped by your provider.
  • You were only supposed to use the medication for a short time.

If you need a refill and can't request it through MyChart, call your health center so that we can help you.

MyChart will only show you medications prescribed to you by the Institute for Family Health. If you are taking any other medications, please tell your provider so we can update your record.

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How do I download my health record through MyChart?

Sign in to MyChart. At the top, under "Health," click "Document Center." Click "Visit Records." You can download your record for a single visit, a date range, all visits, or a Lucy Summary*. Choose the option you want and click "Download." Then choose whether to protect your download with a password. Please note, it may take several hours for your record to be ready for you to download. You will receive a message when the file is ready. The downloaded file is a zip folder which you can open to find the PDF file of your record.

*What is a Lucy Summary?

It is a portable copy of your allergies, medications, current health issues, procedures, test results, and immunizations from MyChart. You can put your Lucy record on a USB drive and take it with you to share with your other healthcare providers.

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

Yes. With your family member’s consent, you can get proxy access to his/her record. Speak with a staff member at your health center to setup proxy access for your family member.

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Can my spouse and I share one MyChart account?

No. Every patient has a separate health record and must have a separate MyChart account. However, with your spouse’s consent, you can have proxy access to their record, which will allow you to see your record and your spouse’s record from the same account.

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What do I need to use MyChart?

To access MyChart from a computer, you need a computer that is connected to the internet and has an up-to-date internet browser, such as Chrome, Firefox or Internet Explorer. You also need an email address. You can use a computer at home, at a public library, or any other place you feel comfortable. If you don’t have an email address, you can sign up for one for free at Gmail, Yahoo Mail, or Hotmail.

To access MyChart from your phone or tablet, you need to be connected to the internet and to download the MyChart app from the Apple or Play Stores. Once you install the app, sign in with your username and password.

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I forgot my password. What should I do?

On the sign in page, click the "Forgot Password" link. You will be asked to verify your information and answer your password reset question. You can also call our technical support team at 800-444-6107.

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I was logged out of MyChart, what happened?

MyChart is designed to protect the privacy and security of your health information. If you leave your computer for 20 minutes or more while you are signed in to MyChart, you are automatically logged out. This protects you and will not allow someone else to seeyour health information. 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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Where can I update my personal information (e.g., home address, email or password)?

Sign in to MyChart. At the top, under “Profile”, click the option you want.

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How do I make the text bigger?

If the text on the screen is too small to read, you can increase the size using your browser’s text zoom tool. Click the links below to find instructions for your browser.

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The text is hard to read or I have a visual disability. Does Mychart have a high contrast color option?

Yes. From the login page or any page on the site, click “High Contrast Theme” at the bottom of the page.

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How do I sign up for text message alerts through MyChart?

Sign in to MyChart. At the top, under “Profile,” click "Notifications." Choose which messages or events you want notifications for by clicking the icons for text, email, phone or mail. If the icon is colored in, you will get that notification. If it’s white, you won’t get that notification. Make sure the contact information at the bottom is correct. When you are done, click "Save Changes."

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Is there a MyChart mobile app?

Yes. You will need an iPhone, iPad, iPod Touch, or an Android device to download and use the MyChart mobile app. You can download the app for free from the Apple App Store or Google Play.

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Is MyChart accessible to people with disabilities?

The Institute for Family Health recognizes that some patients may have a disability which makes it harder for them to use a website like MyChart. Many patients with disabilities will be able to use MyChart with ease. However, if you have any trouble using MyChart, please call us at (844) 434-2778 and we will assist you. In you are in New York State, you can dial 711 to be connected to the TTY phone relay service.

The software company that makes MyChart, Epic Systems, Inc., has made a dedicated effort to improving the accessibility of the MyChart website and mobile app. This is an ongoing process, as Epic works to ensure that both new features are made accessible and existing features remain accessible. Epic has tested MyChart on both the JAWS and NVDA screen readers, as well as on other assistive devices. The Institute for Family Health is pleased to offer MyChart to our patients, and we hope you find it easy to use. Again, if you need any help, please call us at (844) 434-2778 and we will assist you.

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Is MyChart secure?

The Institute for Family Health is very careful about making sure your health information is kept private and secure. Your information cannot be viewed without secure access codes, personal IDs, and passwords. You control your own password, and your MyChart account cannot be seen without that password. Special encryption technology makes your information unreadable to others. Unlike regular e-mail, all messages between you and your health center are sent while you are securely signed in to our website, so they are secure too.

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What is your privacy policy?

The Institute for Family Health follows all federal and state laws about your privacy. Your name, email address and other MyChart data are treated with the same care and privacy as your health records. We never give your information to any other person or organization without your consent.

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