MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Is an email address required to sign up for MyChart?
I don't have an email address, how do I get one?
How can I update my email address in MyChart?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Will my physician contact me through MyChart?
How do I communicate my medical concerns?
Can I email my physician through MyChart?
Why don't all my health issues show up in my MyChart record?
My Preventive Care recommendations don't seem right to me, what do I need to do?
Why is the "Last Done" date on a Preventive Care procedure wrong?
Who sees my request for an appointment or an appointment cancellation?
If some of my health information on MyChart is not correct, what should I do?
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?
Medications
Why don't all my medications show up in my MyChart record?
What information should I provide for a prescription renewal?
Who sees my request for a prescription renewal?
How long does it take if I request a prescription renewal through MyChart?
Why is the "Request a refill" link missing for some of my medications?
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?
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?
Is my activation code my user ID?

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:

  • View your health summary, including allergies and medications.
  • View current health issues and test results released by your physician.
  • View after visit summaries from your clinic visit.
  • View your discharge instructions from your hospital visit.
  • 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 obtain a MyChart activation code as part of the inpatient visit discharge process or from the visit summary provided at specific outpatient practices. This code will enable you to log in and create your own user ID and password. You you will be able to sign up directly for MyChart after answering a few questions to verify your identy from the Sign up for your MyChart Account page. After your information is validated, you will be able to complete the activation process.

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Is an email address required to sign up for MyChart?

Yes an email address is required. This allows us to inform you when you have new information in MyChart and also allows you to utilize the links to reset your password and have the system inform you of your login if you forgot it.

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I don't have an email address, how do I get one?

There are many web-based services that offer free email accounts. Check with your local library for more information.

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How can I update my email address in MyChart?

Click on the "Preferences" menu and select "Notifications". You must enter your new email address twice and then click the "Save Changes" button. This will instantly update your info in MyChart and your electronic medical record.

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Who do I contact if I have further questions?

You may send an e-mail to us if you have additional questions. We respond to you within three business days.

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When can I see my test results in MyChart?

The results of most tests are viewable in your MyChart account in 3 business days after it is posted to your chart. Results from tests such as Cancer Markers, Anatomic Pathology, HIV, STD, Hepatitis, Pregnancy, and Genetics are viewable in 14 days. Contact your physician's office directly if you have any questions about any of your results.

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Will my physician contact me through MyChart?

Yes, when your physician releases new test results they may send you a note attached to your results or a secure patient message to help you understand the significance of the test result. They may also recommend that you make a follow-up appointment, provide you with additional instructions, or your provider may ask you to call her or his office to discuss your test results. Be sure to login to MyChart often to check for new information.

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How do I communicate my medical concerns?

MyChart is not used to communicate medical concerns to your doctor. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.

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Can I email my physician through MyChart?

MyChart is not an email system and we do not recommend sending any confidential information through standard Internet email due to security concerns. You will be asked to provide your email address so that you can receive email notification to log on to MyChart whenever new information has been made available.

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Why don't all my health issues show up in my MyChart record?

Your Health Summary contains the record of health issues that have been released by your doctor. You can discuss this with your Physician during your next visit.

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My Preventive Care recommendations don't seem right to me, what do I need to do?

Preventive Care procedures are suggested based on your age and gender and in some cases a specific diagnosis you may have. You are encouraged to discuss this information with your physician during your next visit.

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Why is the "Last Done" date on a Preventive Care procedure wrong?

The "Last Done" date on your Preventive Care procedure may not have been recorded if the procedure or test was not performed at the Hackensack Meridian Health. If you see a date that is inaccurate for a Preventive Care procedure performed at the Hackensack Meridian Health, please discuss it with your physician at your next visit so the record can be updated.

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Who sees my request for an appointment or an appointment cancellation?

These requests are routed to appointment schedulers. Your doctor will not see this information. Please do not include any personal health information with an appointment request or an appointment cancellation. If you see that you are overdue for a regularly scheduled Preventive Care item please request an appointment through the MyChart appointment request.

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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 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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Why don't all my medications show up in my MyChart record?

Prescriptions written by non-Hackensack Meridian Health physicians or physicians who do not utilize our EPIC system will not appear on your medication list.

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What information should I provide for a prescription renewal?

You should provide the following information for a prescription renewal:

  • Your preferred pharmacy.
  • The number of pills (30 or 90 day supply).
  • The number of refills for the prescription.
  • The method by which the renewal should be processed (i.e., should it be called into the pharmacy or mailed to your home).
  • Any new allergies that you have experienced.
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    Who sees my request for a prescription renewal?

    Many people on your health care team are involved with these types of requests. Please do not include personal health information intended for your doctor. A prescription renewal is not a method by which to communicate electronically with your physician on health related matters.

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    How long does it take if I request a prescription renewal through MyChart?

    Every attempt is made to process prescription renewals within 24 hours of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received and processed the following business day.

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    Why is the "Request a refill" link missing for some of my medications?

    Only medications that have been prescribed by a Hackensack Meridian Health physician from your clinic can be renewed through MyChart. Otherwise, the "Request a refill" link will not appear

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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 guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Access Form from The MyChart Access Forms page and return it to the Hackensack Meridian Health Health Information Department to request access to this convenient service.

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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 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 experience further difficulties contact our MyChart Support team or dial 551-996-1046.

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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?

    You are now able to sign up directly without an activation code. Click Sign-Up without a code and you will be able to complete sign up with a few steps.

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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 ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. 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 Hackensack Meridian Health 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 Hackensack Meridian Health.

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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, Safari or Google Chrome).

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

    For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If your code is no longer valid, simply follow this link Sign-Up without a code to complete sign up.



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    Is my activation code my user ID?

    No, your activation 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 30 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

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