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MyChart ® Epic Systems Corporation

Frequently Asked Questions

Enrollment Questions

Your Medical Record

MyChart For My Family

After I Have Enrolled

MyChartCentral and Lucy

Technical Questions

What is MyChart?

MyChart offers patients personalized and secure online access to portions of your URMC medical record. MyChart enables you to securely use the Internet to help manage and receive information about your health. 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 URMC 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.

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Is there a fee to use MyChart?

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

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How do I sign up?

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 URMC visit, so you can sign up at home when it's convenient for you. You can also request an activation code online, or by contacting our MyChart Customer Service Center 8 a.m. to 5 p.m. weekdays: 585-275-URMC (8762) or 1-888-661-6162.

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

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Who do I contact if I have further questions?

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

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What tests results can I see in MyChart and when?

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 URMC 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.

Expect longer delays on other tests, like pathology, imaging and pap smears, which will be released to MyChart 14 days after they are finalized. Sensitive test results, such as genetic tests, drug screens, HIV and STDs, are blocked from MyChart. 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 14 days after the result is finalized.
  • "Life altering" Test Results: Are blocked from appearing in MyChart:
    • Sexually Transmitted Diseases (Chlamydia, Gonorrhea, Herpes Simplex/HSV, RPR, Trichomonas, HPV)
    • HIV and HTLV
    • Pregnancy
    • Genetic Tests
    • Drug Screens
    • Hepatitis B & C

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I am trying to graph/trend my labs, and I don't see all my older labs. Why?

eRecord, URMC's electronic health system that feeds information into MyChart, began receiving lab results as of Nov. 1, 2010. Therefore, MyChart only displays results of those labs completed by a URMC lab from Nov. 1, 2010 and on.

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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. Ask your healthcare provider to correct any inaccurate information at your next clinic visit. In addition, you have the ability to electronically request changes to your allergies, medications or current health issues by clicking on the green plus sign (+) or red minus sign () in these areas. Any changes you request will reviewed and updated at your visit.

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

You will generally receive an answer within one to three 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.

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I am not receiving email alerts that I have new information in MyChart. Why?

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 did not sign up for email alerts, or you put in an incorrect email address. Click on Administrative -> Administrative Information 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 urmc_mychart@urmc.rochester.edu. If you see some messages there, you'll want to change the settings on your email filter so that it allows messages from urmc_mychart@urmc.rochester.edu 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: http://netlingo.com/more/whitelist.php.

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-URMC (8762), 1-888-661-6162. You can also submit a question online here.

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

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. URMC 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. URMC 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.

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

Yes, as long as you have been granted proxy access to their account, and ask the question in your proxy view. If you mistakenly ask a question another individual from YOUR account, the information would be placed in YOUR health record, which 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 establish their own MyChart account.

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Can anyone become a proxy on my 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.

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I'm a proxy, and I'm having problems getting into my child's/sister's/husband's account.

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 "My Family Records" and then "Family Access Settings" to see both the names of those whom you have given permission to access your MyChart, and those for whom you are a proxy and can access their MyChart. If you no longer see the name of the person under the "Access Another Account" 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 to their MyChart, please call our MyChart Customer Service Center, available 8 a.m. to 5 p.m. weekdays: 585-275-URMC (8762), 1-888-661-6162. You can also contact us through our online question form.

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I forgot my password. What should I do?

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-URMC (8762), 1-888-661-6162.

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Where can I update my password and email address?

Log into MyChart and from the left menu, go to the Account Settings section and select the appropriate option.

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I can't see my doctor to send a message to. What should I do?

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 year. If you believe you have seen the doctor in this timeframe and he/she is not in your drop-down menu, then contact our MyChart Customer Service Center for assistance: 8 a.m. to 5 p.m. weekdays: 585-275-URMC (8762), 1-888-661-6162. 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.

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What is MyChartCentral?

MyChartCentral is a hub from which you can access your URMC MyChart, along with your MyChart accounts from other institutions here in Rochester (such as Rochester General's MyCare) or nationwide. Once you sign up for MyChart Central, you can quickly connect to all of your MyCharts -- using one single login name and password -- from your URMC MyChart landing page or from www.MyChart Central.com. Please note that an institution must turn on MyChart Central for you to access your MyChart through this method. View more information here.

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What is Lucy?

Lucy is a personal health record where you can permanently organize all your medical information. You can request an updated copy of your medical record at any time and store it in Lucy. You can also add personal information about your health and choose to share it with URMC and other organizations where you receive care. If your insurance changes or you move away and need to leave your current organization, Lucy will follow you. View more information here.

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How can I sign up for MyChart Central/Lucy?

You can sign up by logging into your URMC MyChart account, and click "Learn More" under MyChartCentral & Lucy section in the menu on the left.

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My activation code has expired/does not work. What should I do?

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

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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 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.

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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 email address will be treated with the same care and privacy given your health records and will never be sold or leased by URMC.

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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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I see a "LOGIN UNSUCCESSFUL" error, and I think I might be locked out. What should I do?

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-URMC (8762), 1-888-661-6162. 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.

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I received a temporary password. What happens now?

Please login using your username and the temporary password you were given. Once you login, you will see a "Password Expired" page. This page will ask you to create a new password. You will need to enter the temporary password in the "Temporary Password" field, followed by a new password of your choice. Once you click submit, you will be logged into MyChart. For future logins, use the new password you just created.

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What type of computer do I need to use MyChart?

You can access MyChart from any computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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. The mobile app itself is produced by Epic Systems Corporation, the vendor that provides URMC the MyChart software. Once downloaded, open the app , accept the standard End User Agreement, and select/type URMC as your Health Care provider. More detailed instructions are available for Android phones (iPhone instructions coming soon).

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How do I get MyChart on my phone?

From your smart phone, you would visit your Apple® App Store or the Android™ Market to download your MyChart Mobile App. The mobile app itself is produced by Epic Systems Corporation, the vendor that provides URMC the MyChart software. Once downloaded, open the app, accept the standard End User Agreement, and select/type URMC as your Health Care provider (You may be prompted to search for a Health Care provider; type in URMC). More detailed instructions are available for Android phones (iPhone instructions coming soon).

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Is my access code my user ID?

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 60 days). When you log into MyChart the first time, you will be asked to create your own unique MyChart ID and password.

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I can login to MyChart, but I am automatically logged out once I click on something. What can I do?

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 URMC 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, Apple Safari, or Google Chrome.

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.

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My access code does not work, what should I do?

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

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