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?
- If some of my health information on MyChart is not correct, what should I do?
- If I send a message to my provider, when can I expect a reply?
- What are open notes?
- What is the benefit to me of seeing my health information immediately?
- What do we mean by “clinical notes”?
- Where can I view my health information?
- What should I do if I see a result that doesn't make sense to me, or is concerning?
- What if I have concerns about other information in MyChart?
- If I am hospitalized, will all notes, tests, etc. also be automatically uploaded into MyChart throughout my stay? Or is this only for outpatient services?
MyChart for My Family
- Can I view a family member's health record in MyChart?
- Can a child have their own MyChart account?
- Proxy Access for Children and Adolescents
- Why can't I automatically access my adolescent's full record if they are between the ages of 12-17?
- Why does the doctor need to sign my request to access my adolescent's full record?
- Why do I no longer have proxy access to my child's full record?
- Proxy Access for Patients Medically Unable to Obtain a MyChart Account
- Proxy Access for Adults
- I have a MyChart account. Can I give proxy access to someone else?
- I don't have a MyChart account. Can another adult access MyChart on my behalf?
- I don't want/need a proxy to access my health information through MyChart anymore. Can I discontinue their access?
- 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 (ex: address, email, or password)?
Advance Care Planning
- What is Advance Care Planning?
- What is an advance directive?
- What does a health care agent do?
- What if I want to change my health care agent or update a document?
- How do I let my provider know about my advance care planning wishes?
- Where can I get advance care planning documents?
- Why can't I view a specific document about my health care agent?
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 isn't working. What should I do?
- Can I import health information from my health record into a third-party application?
- Is there an app that you recommend that would work with MyChart?
- What is the 21st Century Cures Act and how does it impact me?
- MyChart and Share Everywhere
- MyChart and Happy Together
What is MyChart?
MyChart offers patients personalized and secure online 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:
- Request medical appointments.
- View your health summary.
- 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?
Patients can sign up for MyChart directly here. Alternately, you can sign up using a MyChart activation code or MyChart activation email you receive during a visit. This code or email will enable you to log in and create your own username and password.
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Who do I contact if I have further questions?
You can call our MyChart Patient Support Desk at 314-273-1966 (toll-free: 866-273-1966).
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When can I see my test results in MyChart?
It may take several days or even weeks for certain tests to be completed and reported. If you feel that your test results should be available but you don't see them in MyChart, call your provider's office and ask about the tests.
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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?
You will generally receive an answer within 1 to 3 business days. Please note that MyChart should not be used for urgent situations. Contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.
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What are open notes?
Open notes, or the notes written by clinical staff after a visit or that talk about your lab/test results, are available for patients to read in MyChart without having to wait for your provider to get back to you.
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What is the benefit to me of seeing my health information immediately?
Patients play an important role in their own health care. Individuals are the only ones who have first-hand experience with their health. When you are given access to your own health data, you can make sure the information is accurate and can close any information gaps that might exist.
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What do we mean by "clinical notes"?
Clinical notes are notes written by a variety of physician and clinical staff that are pertinent to your care, either in an outpatient or inpatient setting. Examples include progress notes, consultation notes, procedure notes, history and physical notes, and discharge summaries.
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Where can I view my health information?
After logging in to MyChart, your results appear on the Test Results page. To view your notes and other clinically documented information, go to the Visits -> Appointments and Visits page. Click on each encounter to see the specific documentation associated with it.
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What should I do if I see a result that doesn't make sense to me, or is concerning?
Because we release almost all results to you immediately, you may see results before your health care provider has seen them. Some results may be difficult to interpret, so you may wish to wait until your provider’s office contacts you. Please allow your provider time to review the result and follow up with you. If you have an immediate concern, please contact your provider.
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What if I have concerns about other information in MyChart?
If you have other questions or concerns about your health information, including any clinical notes, please send a MyChart message to your provider.
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If I am hospitalized, will all notes, tests, etc. also be automatically uploaded into MyChart throughout my stay? Or is this only for outpatient services?
Yes. Even when you are admitted to the hospital as an inpatient, as soon as a provider signs a note or after a test result is received, it will be available in MyChart.
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Can I view a family member's health record in MyChart?
Yes, you can. This is called proxy access, which allows a parent or guardian to log in to their personal MyChart account and then connect to information regarding their family member. Complete the appropriate digital Proxy Application Form for full proxy access for children (age 0-11) or limited access for adolescents (age 12-17). Click the link below to log into MyChart and be taken directly to the application. If you don't have a BJC/WashU MyChart account, start here to sign up.
- Digital MyChart Proxy Application Form for Children – Age 0-11 (full access)
- Digital MyChart Proxy Application Form for Adolescents – Age 12-17 (limited access)
For full proxy access for parents/guardians of 12 to 17-year-old patients, and full proxy access for any patient aged 12 or older who is medically unable to obtain a MyChart account, a paper form application must be completed in conjunction with your provider’s office:
- MyChart Proxy Application for Adolescent Patients - Age 12-17
- MyChart Proxy Application for Patients Medically Unable to Obtain a MyChart Account
Adults (age 18+ years) can log in to their own MyChart account and directly request that proxy access be given to their spouse or other loved one: Digital MyChart Proxy Application Form for Adults – Age 18+ (full access).
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Can a child have their own MyChart account?
MyChart accounts can be established by anyone age 12 years or older who is a patient at a participating BJC HealthCare or Washington University Physicians facility.
Adolescents between the ages of 12-17 must personally call the MyChart Help Desk at 314-273-1966 (toll-free: 866-273-1966) to set up their account – they will need their current insurance card information to assist in verifying their identity. Parents and guardians cannot call to set up an account on the adolescent’s behalf.
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Proxy Access for Children and Adolescents
Proxy access gives parents and legal guardians access to information for children under age 18. Through proxy access, parents and legal guardians can keep track of vaccination records, growth charts, diagnoses, and medical instructions, as well as communicate with a child's care team.
Depending on the patient's age, there are different types of proxy access:
- Children (age 0-11) cannot have their own MyChart accounts, but full proxy access can be granted.
- Adolescents (age 12-17) can have their own MyChart account. Limited access is standard for proxies of adolescents 12-17 due to legal considerations. Parents and guardians can request this access from their own MyChart account. Full access for adolescents age 12-17 requires the consent of the adolescent along with the adolescent's primary or long-term care provider. This access ends automatically the day before the adolescent's 18th birthday. For more information on the differences between full-access proxy access and limited-access proxy access, click here.
When a parent or guardian is granted proxy access to a child age 0-11, they have full access to that child’s information. To request full proxy access to a child’s record (age 0-11), log into MyChart and complete a digital Proxy Application Form:
- Digital MyChart Proxy Application Form for Children – Age 0-11
For adolescents between 12-17 years old, parents and guardians also have the ability to request limited proxy access. Proxy access is automatically limited the day before a child’s 12th birthday due to legal considerations. Existing proxies continue to be able to access limited information about their child in MyChart, as well as communicate with their care team, but full proxy access is only granted if the parent or guardian submits an application and receives the necessary approvals.
Due to legal considerations, full proxy access for adolescents between 12-17 years old requires the consent of the adolescent along with the adolescent’s primary or long-term care provider. Privacy concerns may prevent some adolescents from seeking health care. The adolescent and their care provider can discuss proxy access to determine if it is in the patient’s best interest to share their medical record with others.
To request limited proxy access to an adolescent’s MyChart record, complete a digital Proxy Application Form:
- Digital MyChart Proxy Application Form for Adolescents – Age 12-17
To request full proxy access to an adolescent’s MyChart record, complete a physical Proxy Application Form for full proxy access and receive signatures from the adolescent along with the adolescent’s primary or long-term care provider:
Adolescent patients can sign up for their own MyChart account starting at age 12 by calling the MyChart help desk at 314-273-1966. The adolescent will need their current insurance card information to assist in verifying their identity.
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Why can't I automatically access my adolescent's full record if they are between the ages of 12-17?
Under state and federal laws, there are designated pieces of medical information that even the adolescent’s parents or guardians may not view without that adolescent’s consent. These age ranges comply with regulations designed to protect the privacy of adolescent patients.
If you previously had full proxy access to your child’s information in MyChart before they turned 12, you likely have limited proxy access to their information now. We preserve this limited access so you can continue to view certain non-sensitive information about the patient and communicate with their care team.
Your adolescent should discuss proxy access with their care provider so that the provider can explain the full implications. If the adolescent and their care provider determine that full proxy access is appropriate, then the adolescent, their provider, and the parent or guardian should complete the physical Proxy Application Form for full proxy access. There should be a separate, completed application submitted for each parent or guardian that needs full proxy access. Additionally, we recommend that the adolescent sets up their own MyChart account by calling the MyChart help desk at 314-273-1966 (toll-free: 866-273-1966).
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Why does the doctor need to sign my request to access my adolescent's full record?
We want to ensure that your child is fully informed about the implications of sharing medical information with a parent. Involving the adolescent’s provider in the proxy request process ensures that a conversation between the adolescent and their provider has taken place and the adolescent can make a fully informed decision that protects and supports the adolescent's interests.
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Why do I no longer have proxy access to my child's full record?
Full proxy access to a child's information in MyChart automatically expires the day before the child turns 12. If you had any type of proxy access to the child's account when they were between 12 and 17 years old, all proxy access expires again the day before the child turns 18. You will receive reminder messages in MyChart that your access will be expiring or changing, starting 60 days before their birthday.
If the patient is turning 12, to reinstate full proxy access, you and your adolescent child will have to complete the MyChart Proxy Application for Adolescent Patients - Age 12-17 form.
When your child turns 18 years old, they can choose to grant you proxy access from their own MyChart account.
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Proxy Access for Patients Medically Unable to Obtain a MyChart Account
To obtain proxy access to the health information of patients who are medically unable to obtain a MyChart account on their own behalf, use the MyChart Proxy Application for Patients Medically Unable to Obtain a MyChart Account form.
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Proxy Access for Adults
Proxy access for adults is designed to ease the process of caring for another adult, such as an elderly parent, or for couples who wish to share health information and assist one another in managing tasks such as requesting appointments or renewing prescriptions. With proxy access, caregivers have access to appointment histories, visit summaries, medication instructions, and other important information. Patients can choose to allow an adult proxy to have full access, access for scheduling purposes only, or limited access to view and perform messaging and scheduling functions. See below for instructions on how to grant proxy access for adult patients.
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I have a MyChart account. Can I give proxy access to someone else?
Adult patients with their own MyChart account can request to give proxy access to another adult directly from their own MyChart account by completing an electronic form: Digital MyChart Proxy Application Form for Adults – Age 18+ (full access). Approximately 2 business days after you submit this information, your proxy will be sent instructions on how to access your account.
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I don't have a MyChart account. Can another adult access MyChart on my behalf?
The patient must create a MyChart account first by clicking here. They can then request to grant proxy access to another adult directly from their own account by completing a digital Proxy Application Form for full proxy access for adults.
If the patient can’t create a MyChart account, they and their proxy should complete and submit the MyChart Proxy Application for Adults form.
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I don't want/need a proxy to access my health information through MyChart anymore. Can I discontinue their access?
Yes, you can. From the MyChart menu, find the Sharing section and select the Sharing Hub. Select the option to share your health information with "A family member, close friend, or caretaker” and choose “Manage ongoing access to your MyChart account”. Under the “Who Can See My Record?” section, select the individual that you would like to remove and then select “Revoke”. If you have a proxy, but do not have a MyChart account yourself, please call the MyChart Patient Support Desk at 314-273-1966 (toll-free: 866-273-1966) and ask for your proxy's access to be discontinued.
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Can I ask questions regarding a family member from my own MyChart account?
No. MyChart offers direct access to your personal health record. Any messages about another individual's information would be placed in your health record instead, and could potentially jeopardize medical care.
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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 can click the "Forgot Password?" link on the sign-in page to reset your password online. You can also call our MyChart Patient Support Desk at 314-273-1966 (toll-free: 866-273-1966).
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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?
To replace your activation code, call our MyChart Patient Support Desk at 314-273-1966 (toll-free: 866-273-1966).
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Where can I update my personal information (ex: address, email, or password)?
Log in to MyChart. From the MyChart menu, search for or scroll to the Account Settings section and select Personal Information, Communication Preferences, or Security Settings (or Account Settings, if you're using the MyChart mobile app). Then, update the appropriate information.
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What is Advance Care Planning?
Advance care planning involves making decisions about the type of health care you would want if you became too sick or were unable to tell the doctor yourself. It involves considering those decisions ahead of time, and then letting others know — both your loved ones and your health care providers — about your preferences. These preferences are often put into an advance directive, a legal document that goes into effect only if you are incapacitated and unable to speak for yourself. It helps others know what type of medical care you want. You can add your advance care planning documents directly into your MyChart account so they can be found when needed.
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What is an advance directive?
An advance directive (also known as a health care directive or living will) allows you to express your values and desires related to end-of-life care. These fall into two categories: one having to do with instructions for medical care, and one designating a proxy, or health care agent, to make decisions for you if you are unable.
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What does a health care agent do?
A health care agent is someone you allow to make decisions for you in case you can’t make them yourself. You can pick almost any adult to be your agent. It could be a friend, family member, lawyer, or someone from your faith group. It should be someone you trust and who knows you very well. Usually, they can make choices about life support and more routine care, such as choosing to start, stop, or try a different treatment.
To make it legal, you put their name in a form called a “health care power of attorney.” You might also hear it called a “durable power of attorney for health care” or “health care proxy.” You can upload your form to your MyChart account. It’s also good to have a second health care agent listed in case doctors are not able to reach your first choice.
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What if I want to change my health care agent or update a document?
You can update your completed forms in MyChart. Go to the Advance Care Planning page, add a new document, and then click Send us a message under Planning Documents to send us a message asking to replace your original document with your new one. Contact information for your health care agent can be updated at any time by clicking Edit.
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How do I let my provider know about my advance care planning wishes?
You can add advance care planning documents to your MyChart account. Log in to your account using the MyChart website, then go to the Advance Care Planning page. Common documents include Advance Directives and Living Will and Power of Attorney. If you add Physician Orders for Life-Sustaining Treatment, Transportable Physician Orders for Patient Preferences, or Out-of-Hospital DNR documents, they must be signed by a physician before uploading. You can also take your advance care planning documents with you to your next physician visit. It’s a good idea to share your wishes with loved ones, friends, and your health care agent.
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Where can I get advance care planning documents?
First, be sure that you have the materials for each state in which you may receive health care. Advance directive forms are state-specific. You can find information and forms online, such as at aarp.org, including in links on the Advance Care Planning page in MyChart, or on sites like https://www.aarp.org. In addition, make sure to confirm your state's specific requirements for these documents. In Missouri, for example, you must sign your medical power of attorney form in the presence of a notary public.
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Why can't I view a specific document about my health care agent?
Documents added several years ago may not show up on MyChart, or may appear but give an error message when you try to view it. But as long as the document is on file, our clinical staff can still see the document and will know your wishes. For peace of mind, you could send a message to your provider asking to confirm that a specific document is on file, or even upload the document again.
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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 email, all MyChart messaging is done while you are securely logged on to our website.
Additionally, you can enable two-step verification for extra security. With this enabled, MyChart can keep your account more secure: when you log in using a computer or phone we don't recognize, we send a special verification code to your listed email address. By requiring you to enter this code, no one can log in to your MyChart account unless they know your password and can access your email. For more information, check out our helpful video on two-step verification.
You might receive email or text notifications that contain links to MyChart. These notifications allow you to log into MyChart securely using a link that expires after a short time. Keeping your MyChart account secure means keeping your phone number and email account secure. If you think that your phone number or email account may be compromised, you can change the phone number or email account on file on the "Personal Information" page in MyChart.
For further assistance, email us by clicking here or calling our MyChart Patient Support Team at 314-273-1966 (toll-free: 866-273-1966).
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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 email 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 the security of your information. While logged into MyChart, if you don't use your keyboard 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 Google Chrome or Mozilla Firefox).
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My activation code isn't working. What should I do?
For your security, your activation code expires after 90 days. If your activation code is not working or if you need a new one, please call our MyChart Patient Support Desk at 314-273-1966 (toll-free: 866-273-1966).
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Can I import health information from my health record into a third-party application?
Yes, you can share information with a third-party application if you have a MyChart account. Your MyChart user name and password would be the authentication used by the application to access and import your health information.
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Is there an app that you recommend that would work with MyChart?
BJC HealthCare and Washington University Physicians don’t endorse any third-party applications or vendors. For mobile access to your medical information, use the free MyChart app, which is available from the App Store for Apple devices and from the Google Play Store for Android devices. Some other apps we are aware of: 1upHealth, MyFHR, and MyLinks.
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What is the 21st Century Cures Act and how does it impact me?
The 21st Century Cures Act, in short, promotes patient access to their electronic health information. Providers must share not only test results, medication lists, and referral information, but also the notes written about your care. You can find these notes on the Appointments and Visits page in MyChart by clicking View notes for a past visit. If you have any questions, please contact your provider directly.
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Share Everywhere is a new way for a patient to share their medical information with the people who are taking care of them. Using their MyChart or MyChart mobile account, they can generate a share code and provide it to the person they want to share their health data with. This might be a doctor, chiropractor, physical therapist, dentist, or school nurse, for example. The share code recipient enters that code and their date of birth on the Share Everywhere website to receive one-time, temporary access to your health information. The person who views their information can also write a note back to their health system to help keep the care team informed of the care they provided.
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MyChart and Happy Together
Patients can see their health information from other organizations in MyChart through the Happy Together framework. If a patient has an existing medical record at another organization, they can link their outside chart with their BJC HealthCare and Washington University Physicians MyChart account. After a patient has linked their account, they can view their medications, allergies, and problem list from the outside organization right in their BJC HealthCare and Washington University Physicians MyChart account. If the patient has a MyChart account at the outside organization, they can also use their BJC HealthCare and Washington University Physicians MyChart account to see their test results, message their providers, and schedule appointments with the outside organization.
