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?
Messaging
Am I able to message my doctor or health care provider?
Why don't I see my physician or provider on the list of people I can message?
Your health information, lab results and more
What should I do if I don't understand my health information or results?
What should I do if I don't understand my health information?
Why can I not see my Bone Density or Sleep Study results in MyChart?
What if I cannot locate my recent lab results?
How can I add a new pharmacy?
MyChartCentral and Lucy
What is MyChartCentral?
What is Lucy?
How do I sign up for MyChart Central and Lucy?
How do I access MyChart Central and Lucy?
Medication Questions
Can all medication be refilled through MyChart?
How long do refill requests take?
MyChart For My Family
Can I view a family member's health record in MyChart?
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?
What is your privacy policy?
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?

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:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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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?

Our clinic staff will be able to get you signed up after they have taken you to your exam room as part of our rooming process. For those patients that would rather sign up from home, our front desk staff can issue a printout with an activation code. Patients who wish to participate from home can request an activation code online. The activation code will allow you to log in and create a user name and password.

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Who do I contact if I have further questions?

For questions about activating a MyChart account, contact our Health Information Management Staff at 760-773-1213. For other questions, contact our Help Desk at 760-837-8595.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account after your physician has reviewed them. This is generally within 1-12 days.

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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. Further, tests of a very sensitive nature are not released to MyChart.

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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. Your health information is 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?

Our goal is to respond within 2 business days and is dependent on clinic volumes. If you need immediate assistance, please call your clinic directly. Response goal times do not include weekends or holidays.

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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 legal guardian access to the other person's record through their own personal MyChart account. A "Proxy Consent Form" must be completed and returned to our Health Information Management department for access to this convenient service. Click here to download the MyChart Proxy Access Authorization Form

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

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 sign and submit a Release of Information request and establish their own MyChart account.

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I forgot my password. What should I do?

You may click the "Forgot Password" link on the sign-in page to reset your password online. If you need further assistance, you can call our Help Desk at 760-837-8595.

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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?

Please contact our Health Information Management staff at 760-773-1213. Once we verify your information, a new code will be sent to you via U.S. Postal Mail. Privacy laws prohibit us from e-mailing a new code to 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 usernames, 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 owned and operated by MyChart and 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?

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 of MyChart. 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?

Activation codes automatically expire after 30 days or immediately after you use it to create your MyChart account. If you have not created an account and would like to, please contact our Health Information Management department at 760-773-1213. If you have created an account and have other issues, please contact our Help Desk at 760-837-8595.

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Am I able to message my doctor or health care provider?

You are able to message your doctor or provider if you had an appointment at an Eisenhower Health outpatient clinic, if it's an appointment that occurred in the last year, or for an upcoming appointment. If you were a patient at Eisenhower Health’s hospital and you need to contact your physician or care team, please call your doctor's office directly. Return to Top

Why don't I see my physician or provider on the list of people I can message?

If you do not have an upcoming appointment or you haven't been seen recently at an Eisenhower Health clinic, your physician or provider will not be listed. Please call your clinic directly. Return to Top

What should I do if I don't understand my health information or results?

Your MyChart information is not medical advice. Talk to your doctor if you have any questions about your health care or your information and results in MyChart. Return to Top

What should I do if I don't understand my health information?

If you have questions about your health information in MyChart, call your health care provider or discuss your questions with your caregiver at your next visit. Return to Top

Why can I not see my Bone Density or Sleep Study results in MyChart?

This information is currently not available in MyChart. If you have questions about your health information in MyChart, call your health care provider or discuss your questions with your caregiver at your next visit. You can always request copies of all your test results from our Health Information Management Return to Top

What if I cannot locate my recent lab results?

There are a few reasons why you may not see a test result that you are looking for.

  • Legally, we cannot electronically release certain results.
  • Any labs that have been sent out for specialized testing will take longer to be completed and results may not be returned in an electronic format.
  • Your doctor may want to talk to you about the results before making it available online.
  • If you have questions about the status of a test result, please contact your provider’s office.

You can always request copies of all your test results from our Health Information Management team (760-773-1211) Return to Top

How can I add a new pharmacy?

If you need to add a new pharmacy to your MyChart account, call your health care provider or discuss your questions with your caregiver at your next visit. Return to Top

What is MyChartCentral?

MyChartCentral is a portal to all of your online MyChart accounts, allowing you to access without entering your username and password for each MyChart account. If you have another MyChart account with another health care provider, you may use MyChartCentral to link your accounts and have a single login page for ease of use. You'll find your health care information in one secure, convenient place. Once you have established your Eisenhower Health MyChart account, learn more about the MyChartCentral portal at mychartcentral.com. Return to Top

What is Lucy?

Lucy is a personal health record that gives you a permanent home to organize all your medical information. You can store your past medical records in Lucy. You can also add personal information about your health and choose to share it among all organizations where you receive care. Once you log into your MyChart account, you will see information on how you may populate your own personal health record. Return to Top

How do I sign up for MyChart Central and Lucy?

Log in to your Eisenhower Health’s MyChart account and locate the Health tab. Click on Lucy and follow the instructions to sign up. Return to Top

How do I access MyChart Central and Lucy?

After signing up, you can access MyChart Central and Lucy by going to mychartcentral.com. You can also access MyChartCentral by selecting My Linked Records from the menu in any of your MyChart accounts. Return to Top

Can all medication be refilled through MyChart?

Not all medication refills can be processed through MyChart. Prescriptions from Hospital, Emergency Room or Urgent Care visits cannot be refilled through MyChart. Also, only providers that are with Eisenhower Medical Associates and Eisenhower clinics can refill prescriptions through MyChart. Providers with independent clinics cannot get refill requests, even if their clinic is located in a building on our campus. Return to Top

How long do refill requests take?

Please allow 48 hours for refill requests to be processed - If you need a refill sooner, please contact your provider’s office directly. Return to Top