UW Health MyChart - Frequently Asked Questions

Enrollment Questions

  • What is UW Health MyChart?

    UW Health MyChart is an Internet based service that allows patients or their proxies to access personal medical information and clinic services on-line. MyChart is available through a secure internet connection at http://uwhealthmychart.org. This is a voluntary service, offered as a convenience and courtesy by UW Health to patients who receive care from UW Health providers.

  • How do I sign up?

    UW Health patients age 18 and older may request an account.

    Sign up options

    1. Sign up during your next appointment. Ask a receptionist, nurse or provider for an activation code at your next visit.

    2. Sign up at your UW Health Clinic -- no appointment needed! Ask any receptionist for assistance (photo identification required).

    3. Request an Account Online -- an Activation Code will be mailed to your home in 7 to 10 days. Request an Account

  • Is there a fee to use UW Health MyChart?

    UW Health MyChart is a free service.

  • Why do I need to supply an e-mail address?

    UW Health requires that you provide a current e-mail address when you activate your account. A simple message will be sent to this e-mail address to alert you when new information has been posted to your MyChart account, or to any other account to which you have access. No personal medical information is sent within these e-mail alerts. You will receive an alert when a new test result, appointment reminder, message or other personal information has been posted to your UW Health MyChart account.

  • Who do I contact if I have further questions?

    If you have questions regarding information contained in your medical record, please contact your clinic. They will assist you directly or connect you to someone who can help you.

    For website and technical questions please call the toll free MyChart patient helpdesk at (877) 768-0732.

Your Medical Record

  • What medical information is available in UW Health MyChart?

    UW Health MyChart provides access to portions of your medical information stored in the UW Health medical record and clinical summaries. This includes things such as your allergies, immunizations, prescriptions, laboratory results, diagnoses, appointments, demographics, instructions and billing information. You may also take advantage of on-line clinic services such as scheduling appointments and sending secure messages to clinic staff.

    UW Health MyChart does not display all information from your medical record, nor does it give access to every clinic service. Each web page will describe the information available to you. If you need information or services beyond what is available to you on-line, please call your clinic. If you need a complete copy of your medical record, please contact UW Health for information about the Release of Information process.

  • When can I see my test results in UW Health MyChart?

    MyChart displays lab results for tests collected at UW Health Clinic Laboratories. Most results are available after your physician has reviewed them, or automatically after 4 days. Some results, such as genetic tests and tumor markers, are released at 14 or 30 days. Labs resulted during your inpatient stay will be released at 24 hours, labs resulted after your discharge will follow the automatic release described above. Radiology results and other tests that are not available in MyChart will be communicated to you by telephone or U.S. Mail. If you have any questions or concerns about a test result, please contact your provider.

  • If some of my health information on UW Health MyChart is not correct, what should I do?

    Your UW Health MyChart information comes directly from your UW Health electronic medical record. When viewing information within UW Health MyChart you may notice information that is missing or incorrect. If this should occur, please report this to clinical staff or your provider at your next office visit. Your information will be corrected in your medical record at that time, and the update will appear in UW Health MyChart.

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

    You may send non-urgent messages to clinics where you have been seen. Clinical staff or your provider will reply to your message. Messages received before 4:00pm Monday through Friday will be responded to same-day. Messages received after 4:00pm Monday through Friday will be responded to the next business day.

    UW Health MyChart is not for urgent needs. If you experience a life or limb threatening emergency, call 911. If your need is urgent call your clinic instead of sending a message.

MyChartCentral, Lucy and Sharing Your Health Information

  • What is MyChartCentral and Lucy?

    MyChartCentral is a secure web site portal maintained by Epic Systems Corporation that helps you conveniently organize your health information and connect multiple MyChart accounts from multiple organizations. With MyChartCentral, you don't need to remember a handful of passwords and visit multiple web sites looking for your medical data: You can find it all in one place.

    Lucy is a feature of MyChartCentral that allows you to view, enter, and manage your own personal health information. With Lucy, you can enter information about your health that you maintain and update.

    MyChartCentral and Lucy are not maintained by UW Health. For more information on MyChartCentral and Lucy, please click here.

  • What is the Patient Health Summary?

    The Health Summary contains your MyChart information in one convenient place. The patient health summary is a portable copy of your allergies, medications, current health issues, procedures, test results, and immunizations from MyChart. You can put your download summary on a USB drive and take it with you to share with family or other health care providers. Information displayed in UW Health MyChart comes directly from your UW Health medical record.

  • What is the Continuity of Care Document?

    A Continuity of Care Document is a summary of a specific visit. The Continuity of Care Document is a portable copy of your allergies, medications, current health issues, procedures, test results, immunizations and includes information regarding upcoming appointments, patient instructions and other visit specific details. You can put your Continuity of Care Document on a USB drive and take it with you to share with family or other health care providers. Information displayed in UW Health MyChart comes directly from your UW Health medical record.

UW Health MyChart For My Family or Others I Care For

  • How can I access the MyChart account a child, spouse, parent, or other person I care for?

    To request access to another person's MyChart account, you must first activate a MyChart account for yourself. Once your account is activated, log into your personal account and complete the appropriate form(s) from the "Other Accounts" menu. Access to other accounts is strictly controlled, and only granted with appropriate authorization and consent forms on file. All requests are reviewed by UW Health Medical Records, and are normally processed in 1-3 business days from the date of receipt.

    Request a personal account

  • What information is available when accessing another person's account?

    When accessing accounts for children age 0-11, or adults age 18 or older (such as a spouse, parent, or other person you care for), all standard features are available. This includes:

    • Test Results
    • Medications - View current medications
    • Allergies - View current allergies
    • Immunizations - View all immunizations
    • Health Issues View current health issues when shared by the patient's provider
    • Secure messaging with clinic staff where the patient has received care
    • Appointment scheduling for routine, simple appointments in Primary Care
    • View future and past appointments scheduled at UW Health
    • Demographics - View and update

    When accessing accounts for children age 12-17 the following restrictions apply:

    • Available features: Allergies, Immunizations, Secure Messaging, and Scheduling for routine, simple appointment in primary care
    • Not available: Test results, Medications, Health Issues, Medications, view Future and Past Appointments.
  • Can I ask questions regarding a family member from my UW Health MyChart account?

    No. Information you send is filed to your medical record. For patient safety, it is important that you do not submit questions regarding other people from your account.

    If you have proxy access to another patient, please send messages regarding that patient from his/her account rather than your own account.

After I Have Enrolled

Technical Questions

  • How is UW Health 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 ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, UW Health MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with UW Health MyChart. Unlike conventional e-mail, all UW Health MyChart messaging is done while you are securely logged on to our Web site.

  • I was logged out of UW Health MyChart, what happened?

    We aim to protect your privacy and security of your information. While logged into UW Health MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of UW Health MyChart. We recommend that you log out of your UW Health MyChart session if you need to leave your computer for even a short period of time.

  • I am not getting email notifications that I have new labs/messages, what should I check?

    First, verify the email we have on file is correct, you can review this in the Update My Information menu. If it is incorrect or old, you can update it directly from MyChart. If your email is correct, please add "uwhealthmychart_noreply@uwhealth.org" to your email contact list, this should prevent emails from being blocked or routed to your spam folder.

  • What do I need to use UW Health MyChart?

    You need access to a computer connected to the Internet and an up-to-date browser (see a list of supported browsers).

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

    For your security, your access code expires after 45 days and is only valid for one-time use. Upon activation, this code expires and may be safely discarded. At the time you activate your account, you create an ID and Password that only you will know. If you have trouble logging in or need a new access code generated, please call the toll free MyChart patient helpdesk at (877) 768-0732.

  • Is my access code the same as my user ID?

    No, your access code is not your UW Health MyChart ID or password. You will use this code only once to log into UW Health MyChart for the first time. (The code will expire after you have used it or after 45 days). When you log into UW Health MyChart the first time, you will then be asked to create your own unique UW Health MyChart ID and password.

  • Who Provides Technical Support for MyChart?

    UW Health has contracted with Paragon Development Systems (PDS) to provide 24X7 technical support for MyChart to ensure you, our patients, are able to receive assistance at the time best for you. To reach a technical support representative, please dial (877) 768-0732.

    PDS Representatives do not have access to patient medical information.

    If your questions relate to information provided by your clinic (communication, results), please DO NOT call the technical support number provided above, rather, contact your care provider during clinic hours.