Frequently Asked Questions

General Information & Signup

MyChart offers patients personalized and secure online access to portions of your UR Medicine medical record. With MyChart, you can:

  • View your diagnoses, medications, immunizations, and most lab and test results.
  • Easily submit corrections/additions to your medications and allergies; once approved by your provider, these updates automatically appear in your UR Medicine electronic chart.
  • Request appointments and prescription renewals.
  • Securely and confidentially communicate with your health care team.
  • Grant access to MyChart to other adults via proxy access, as well as export portions of your chart to bring to other healthcare institutions.

MyChart is a free service offered to UR Medicine patients seen in our outpatient clinics.

To sign up for MyChart, you will need an activation code. This code allows you to log on to create your MyChart user ID and password, which you will then use to login to MyChart.

All patients over age 18 will receive an activation code at the end of each UR Medicine visit, so you can sign up at home when it's convenient for you. You can also request access online, or by contacting our MyChart Customer Service Center 8 a.m. to 5 p.m. weekdays: (585) 275-8762 or 1 (888) 661-6162 (choose Option 1).

Patients under 18 (and/or their parent/legal guardian) must speak with their doctor in person before signing up for MyChart.

MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also submit a question online here.

Your Medical Record

You can see most tests from your inpatient stays (dated the end of November 2013 to the present) or emergency room visits at Strong Memorial or Highland hospitals, as well as those tests completed by a UR Medicine lab. If you wish to see historical test results, you may need to contact your doctor to manually release those results. In an effort to get your test results to you as soon as possible, many test results are available in MyChart the morning after they are finalized. This means that sometimes you'll see the results before your doctor; thank you in advance for your patience in allowing your physician time to communicate with you about your test results.

Since you are viewing the full, unedited results, some of the language may not be familiar to you and might even be confusing or concerning. Please discuss any questions raised by these results at your next visit. See below for more details on test results in MyChart.

  • Lab results and Imaging (excluding CT/MRI/PET/Ultrasounds): Automatically released to MyChart the morning after the result is finalized.
  • Pathology, Pap Smears, and Rest of Imaging (CT, MRI, PET scans, Ultrasounds): Automatically released to MyChart 7 days after the result is finalized.
  • "Life altering" Test Results: These sensitive results can be released to your MyChart if you ask your provider, or if your provider opts to manually release the results.
    • Sexually Transmitted Diseases (Chlamydia, Gonorrhea, Herpes Simplex/HSV, RPR, Trichomonas, HPV)
    • HIV and HTLV
    • Pregnancy
    • Genetic Tests
    • Drug Screens
    • Hepatitis B & C

MyChart graph/trend reports are only available on those results conducted at a UR Medicine lab from Nov. 1, 2010 and on, as well as test results from inpatient stays or emergency room visits at Strong Memorial of Highland hospitals from Dec. 2013 and on.

Your MyChart information comes directly from your electronic medical record. You have the ability to electronically request changes to your allergies, medications or current health issues by clicking on the Add button or hovering over the item and selecting Remove in these areas. Any changes you request will be reviewed and updated at your next in-person visit.

For additional requests, please call or message your provider's office to request the updates you would like to be made. In some instances, providers may elect to make the change at your next office visit. However, if the change is something that may impact your treatment or evaluation of your health status, your provider may request that you start an official Amendment Request process. This process is mandated by federal government (read more here), and is intended to ensure that patients have a forum to discuss disagreements with information in their medical record. Please fill out this form to begin the process.

You will generally receive an answer within two business days. Please note that MyChart should not be used for urgent situations. Please contact your healthcare provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

Alerts only are sent out if new information (lab results, messages, appointment reminders) appears in MyChart. If you are not receiving alerts, it could be for one of the following reasons:

  1. You put in an incorrect email address when you signed up. Click on Settings > Email/Text Alerts to make sure information is correct.
  2. Email alerts are being viewed as junk mail or spam by your computer. Look in your Junk Mail folder for email alerts from mychart@urmedicine.org. If you see some messages there, you'll want to change the settings on your email filter so that it allows messages from mychart@urmedicine.org to pass through (i.e., make urmc a "safe" address, add to your address book, etc.). This is called "whitelisting." For more specific instructions, try this website: How to Whitelist an Email.

If you have checked the settings and you still are not receiving email alerts, please contact our MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also submit a question online here.

You can also receive an alert directly to your cell phone when new information is available in MyChart. You'll need to opt-in for this service; click here to get started (you will need to login).

You can print your MyChart health summary, or even a summary of your clinic visits or inpatient stays:

  • Medical Record > Health Summary: Includes Health Issues, Medications, Allergies, Immunizations, Preventive Health
  • Appointments > Past Appointments: Go to Medical Record tab > Download My Record and click on Visit Records. Select the clinic visit, and click the Download button below to download an overview of your UR Medicine clinic visit.
  • Appointments > Hospital Admissions: Go to Medical Record tab > Download My Record and click on Visit Records. Select the hospital admission, and click the Download button below to download an overview of your inpatient stay at Strong Memorial or Highland hospitals.
  • Appointments > Emergency Visits: Go to Medical Record tab > Download My Record and click on Visit Records. Select the emergency visit, and click the Download button below to download an overview of your emergency visit at Strong Memorial or Highland hospitals.

If you are interested in obtaining a full copy or your UR Medicine health record, you will need to print, complete and sign the appropriate patient access form and return to one of the following locations. Sorry, we are unable to process unsigned requests, and at this time, do not accept electronic signatures.

Strong Memorial Hospital
  • Inpatient Admission
  • Emergency Room
  • Surgical Visits
Use this form and return to:
Strong Memorial Hospital
Health Information Management Department, ROI
601 Elmwood Avenue, Box 616
Rochester, New York 14642-8616
Phone: (585) 275-2605
Fax: (585) 424-2922; (585) 273-1257
Highland Hospital
  • Inpatient Admission
  • Emergency Room
  • Surgical Visits
Use this form and return to:
Highland Hospital
Health Information Management Department, ROI
1000 South Avenue, Box 55
Rochester, New York 14620
Phone: (585) 341-6766
Fax: (585) 341-8493
For Clinic or Office Visits Please contact your clinic or office for assistance.
For Flaum Eye Institute Please call 585-273-3937 for assistance.
For Eastman Dental Please call 585-275-5051 for assistance.

MyChart For My Family

Yes, you can view another person's MyChart with appropriate consents. This is called proxy access and allows you to log into your personal MyChart account, and then connect to another person's MyChart account. UR Medicine offers two types of proxy access:

  • Full Proxy Access: A full proxy is able to see all items that appear in another person's MyChart. UR Medicine patients over age 18 can appoint any other adult as a proxy. Parents and legal guardians of children under 12 also can request full proxy access. Click here to request full proxy access now, or ask about proxy access at your next doctor's appointment.
  • Limited Proxy Access: This option is available to parents and legal guardians for their children ages 12 to 17, and allows them to see their child's allergies, immunizations and letters. Click here to request limited proxy access. Full access to your teen's MyChart is available, but requires his/her permission (per New York State law), and must be requested in-person at your child's doctor's office.

More information on proxy access is available here.

Yes, as long as you have been granted proxy access to his/her account, and ask the question in your proxy view. If you mistakenly ask a question about another individual from YOUR account, the information is placed in YOUR health record, which could potentially jeopardize medical care.

No, due to the sensitive nature of medical information, each adult must establish his/her own MyChart account.

Patients over 18 can select any other adult to become a MyChart proxy. Proxies for patients 17 and under are limited to parents and legal guardians.

Patients over 18 control proxy access, and can choose to start/stop proxy access at any time. If you are a proxy for your child, changes occur when children "age out" of proxy categories. For example, when a child turns 12, proxy access is automatically transitioned to a limited view of MyChart items due to New York State law, which requires a child's permission for parents to continue with full electronic access to his/her health information. Likewise, when a child turns 18, proxy access expires, and he/she must give permission to continue the proxy relationship.

Click on Settings > Access for Family & Friends to see whose MyChart account you can view, and who can view your MyChart. If you no longer see the name of the person under the "Whose Records Can I View" heading, then you should talk with him/her to find out more information. If the name is listed there, and you are having difficulties connecting, please call our MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also contact us through our online question form.

After I Have Enrolled

Look for the "Forgot MyChart Username" or "Forgot Password" links right under the white boxes where you usually login to reset your password online. If you are unable to complete the steps online, please call our MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1).

Log into MyChart, click on Settings and select the appropriate option: Email/Text Alerts or Password Settings

MyChart allows you to send messages to a provider who you are scheduled to see within the next six months, or, a provider you have been seen by in the past two years. If you believe you have seen the doctor in this timeframe and he/she is not in your drop-down menu, you can ask if your doctor can be enabled for messaging by contacting our MyChart Customer Service Center for assistance: 8 a.m. to 5 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). You can also submit a question online here. As a reminder, please remember that MyChart should not be used for urgent or acute health matters. Please contact your healthcare provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

Shared Visit Notes

During your appointment, your provider makes a note about the visit in your electronic medical record. The note - written primarily to keep your health-care team updated - may include information you shared, as well as your doctor's thoughts about your diagnoses and treatments. Now, you can see these notes online if you have access to our secure patient web portal, UR Medicine MyChart.

By sharing your visit notes with you (and with anyone you have granted MyChart proxy access), we hope to further strengthen the relationship between you and your care team and give you more control of your health. However, sharing notes is not meant to replace the ongoing communication you already have with your provider.

Reading your notes can help you:

  • Better remember and follow your treatment plan
  • Better understand your health and medical conditions
  • Remember how and why to take your medications
  • Review next steps, and easily share notes with family, friends, and other caregivers

After your office visit, your provider will write a note in your electronic medical record. You will receive an email message letting you know when a note is available. To see the note, you must have an active MyChart account.

  • STEP 1: Log in to your MyChart account
  • STEP 2: Click on the Visits menu icon. Choose Appointments and Visits from the drop-down menu (or you can click on "Read visit notes" quick link from the homepage).
  • STEP 3: Select an appointment from the Past Visits section and click the Visit Notes tab.
  • STEP 4: Read your note.
  • Note: At times, some providers may opt not to make visit notes available, as note sharing is at the provider's discretion.

Not all notes are automatically shared with patients via MyChart, but patients always have the ability to request a copy of their medical record, including visit notes, from our Health Information Management Department. Please follow the instructions from the "How can I get a copy of my medical record?" FAQ (above in the Your Medical Record section) to submit your form.

Your visit notes serve as a way for your health-care team to stay connected on your care. The notes may include technical medical terms that may not be easy to follow. Your provider is more focused on providing important information than on spelling or grammar, so we ask you to ignore those types of errors if they occur. If you have a serious concern about a note, contact the office or bring it up at your next visit.

At this time, visit notes can only be viewed in MyChart from a web browser, not from the mobile app.

  • Review your notes to prepare for follow-up appointments or referrals
  • Remind yourself of your treatment plan, procedures, tests or appointments
  • Look up any terms you don't understand or ask the office for more information
  • Make a "to-do" list based on the notes and take it to your next office visit
  • Consider sharing your notes with family or caregivers, to make sure your care team is on the same page

Sharing Visit Notes does not change the confidential relationship you have with your provider. Only you (and any family or friends who have your permission to view your MyChart) will be able to read your notes. Please talk to your provider if there is any information discussed at your visit that you don't want shared with family or friends.

Billing and Insurance

We've recently modernized our billing system, and only those bills generated from this new system can be seen in MyChart:

  • Any visit to Highland Hospital after May 1, 2017
  • Any services provided at Strong Memorial Hospital, Highland Hospital and all UR Medicine physician practices, lab and imaging sites, and Urgent Care centers after March 4, 2018.

All MyChart payments are made through a secure third-party company called InstaMed, one of our nation's largest and trusted payment networks. InstaMed handles more than two-thirds of the health care industry's payments, processing tens of billions of dollars in payments annually. Using this system means that UR Medicine is partnering with a vendor to keep your information as safe and secure as possible. In fact, UR Medicine is never in possession of your credit card information. Instead, with your approval (via the "Remember my card" option), UR Medicine receives a "token" that may be reused by you at a later date to authorize additional payments.

Yes. In addition to paying your bill online, you can use MyChart to set up payment plans, sign up for paperless billing, and view your statements. We have established minimum monthly payment amounts based on your outstanding balance. You can adjust your payment plan, as long as it meets the minimum monthly payment amount, by typing a new amount in the box under "Monthly Payment of" and then click outside the box to see the number of payments.

If you made an error when making a payment, send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or call us at 585-758-7650 or 888-925-4301.

Send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or call us at 585-758-7650 or 888-925-4301.

Yes. Look for the Sign Up for Paperless billing under the Billing Account Summary in MyChart.

Send a message to our Patient Financial Services Team (found under the MyChart Messaging tab, Ask Billing Question) or call us at 585-758-7650 or from outside the Rochester area at 888-925-4301.

Login to MyChart, go to the Billing tab, and select Insurance Summary. From there you can edit, add, and remove insurance information. Or you can call us at 585-758-7650 or from outside the Rochester area at 888-925-4301.

Technical Questions

Contact our MyChart Customer Service Center for assistance: 8 a.m. to 5 p.m. weekdays: (585) 275-8762, or 1 (888) 661-6162 (choose Option 1). After we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from emailing a new access code to you.

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal IDs, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your MyChart session. Unlike conventional email, all MyChart messaging is done while you are securely logged on to our website.

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

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.

If you tried to login five times or more and were unable to access MyChart, we have locked your account for security reasons. To reactivate your account, please contact the MyChart Customer Service Center 8 a.m. to 5 p.m. weekdays: (585) 275-8762, 1 (888) 661-6162 (choose Option 1). After verifying your identity, we will give you a temporary password to use to login; you'll then be asked to create a new password.

Please login to the MyChart website using your username and the temporary password you were given. If you are using a mobile phone, please use the web browser on your phone. This will not work using th MyChart Mobile App. Once you login, you will see a "Create A New Password" page. This page will ask you to create a new password. You will need to enter a new password of your choice, and retype that new password for confirmation. Once you click next, you will be logged into MyChart. For future logins, use the new password you just created.

You can access MyChart from any computer connected to the Internet and an up-to-date browser (such as Internet Explorer, Google Chrome, or Mozilla Firefox).

You can also view MyChart from your iPhone or Droid phones. Go to Apple® App Store or the Android™ Market to download your MyChart Mobile App. See the next question for more information.

From your smart phone, visit your Apple® App Store or the Android™ Market to download the MyURMedicine App, where you can find doctors, urgent care, hospitals, labs and imaging locations. The app includes access to MyChart, which provides you with secure access to frequently used features of UR Medicine MyChart such as messaging your doctors, upcoming and past appointments, test results and much more. Click here to learn more.

No, your access code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 120 days). When you log into MyChart the first time, you will be asked to create your own unique MyChart ID and password.

For most users (not including AOL):

  • Reboot your computer and try to access MyChart again. If the problem persists, try the next step.
  • If you are on a Windows-based PC (not an Apple or Mac) AND you are using IE7 or IE8 to access MyChart, you may have the Content Advisor feature enabled on your Internet Explorer browser; adding MyChart to your list of approved sites may resolve this issue logging out issue.

    To determine if Content Advisor is enabled:

    • Open Internet Explorer.
    • Click on Tools and then select Internet Options.
    • The Internet Options window will open. Click on the Content tab. Take note of the first button below the Content Advisor heading.
      • If this button says 'Disable', this means that Content Advisor is currently enabled.
      • If this button says 'Enable', this means that Content Advisor is NOT currently enabled. Please do not change Content Advisor settings at this time.

    To add MyChart to your list of approved sites:

    • Open Internet Explorer.
    • Click on Tools and then select Internet Options.
    • The Internet Options window will open. Click on the Content tab.
    • Click on the Settings button only if Content Advisor is currently enabled.
    • You will be prompted to enter the supervisor password. You must know the supervisor password to add MyChart to the list of approved sites.
    • After entering the password, the Content Advisor window will open. Click on the Approved Sites tab.
    • Enter https://mychart.urmc.rochester.edu/mychart/ in the 'Allow this website:' box and click the Always button.
    • Click OK until all windows are closed.
    • Close and restart Internet Explorer. Access UR Medicine MyChart.
  • If the previous steps do not resolve the problem, please use a different web browser available on your PC. If you do not have other browsers installed, you may download any one of the following web browsers for free: Mozilla Firefox, Google Chrome, or Apple Safari.

If you are an AOL user:
Please note: This issue has been reported and can be reproduced with AOL 9.5. At this time, there is no known solution.

Please follow these instructions as a workaround to using the AOL 9.5 browser:

  • While logged into AOL, click on the blue 'e' icon in the lower left-hand corner of the screen. It is located next to the Windows button (Windows 7 and Vista) or Start menu button (Windows XP, 2000, etc.). This will open a new Internet Explorer window outside of your AOL workspace.
  • Type https://mychart.urmc.rochester.edu/mychart/ in the address bar of the Internet Explorer window and press Enter.
  • Log into MyChart in the Internet Explorer window.

Please contact our MyChart Customer Service Center for assistance: 8 a.m. to 5 p.m. weekdays: (585) 275-8762, or 1 (888) 661-6162 (choose Option 1)

If you're using the Safari browser on an Apple® device (i.e., iPhone®, iPad®, laptop), and are seeing a login error, you may need to enable cookies on your Safari browser in order to login to MyChart.

  1. From your Home screen, go to Settings > Safari.
  2. For iOS 7: set Block Cookies to Never. For iOS 8, 9, & 10: set Block Cookies to Always Allow.
  3. Once this is set, you should be able to login to MyChart using your username and password.

If you continue to see an error, you may have locked yourself out of your MyChart. Please contact our MyChart Customer Service Center for assistance: 8 a.m. to 5 p.m. weekdays: (585) 275-8762, or 1 (888) 661-6162 (choose Option 1)