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MyChart ® Epic Systems Corporation

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Urgent Medical Matters

Please do not use MyChart to send any messages requiring urgent attention.

For urgent medical matters, contact your doctor's office.


MyChart Frequently Asked Questions


Enrollment Questions

What is MyChart?
Is there a fee to use MyChart?
Are all the doctors at University of Utah Health Care using MyChart?
How do I sign up?
How can I access MyChart on my Smartphone?
Who do I contact if I have further questions?

What is MyChart?

MyChart is a secure, online health management tool that connects University of Utah Health Care patients to portions of their personal medical record and University Health Plan members to their insurance information.

MyChart is part of the electronic medical record system that is used throughout our University of Utah Health Care facilities. This includes Moran Eye Centers, the University Orthopaedic Center and Huntsman Cancer Institute. If you've been seen at our hospitals or clinics, you can use MyChart to:

Members who are also University Health Plan members can:

Is there a fee to use MyChart?

No. MyChart is a complimentary service offered to University of Utah Health Care patients and University Health Plan members.

Are all the doctors at University of Utah Health Care using MyChart?

All of our outpatient clinic providers are available for messaging and appointment requests through MyChart. Clinicians you have seen during a hospital admission or in our emergency departments are not available for messaging or appointment requests.

To confirm that your provider is available for MyChart messaging, you can call your clinic or visit your provider's page on our website. Simply search for your provider and look for the MyChart Provider logo on the provider details page.

How do I sign up?

First, you need to obtain an Activation Code to set up your personal MyChart account. You can request an activation code at your next clinic visit, or you can request one now by contacting MyChart Support. Once you have your activation code, click here to complete the sign up process.

How can I access MyChart on my Smartphone?

If you have an iPhone or Android device, you can download and install a free MyChart App. Once downloaded, select University of Utah Health Care as your provider and then enter your MyChart ID and password. You must already have an active MyChart account in order to use the Smartphone app.

Unfortunately, at this time, the University Health Plans features are not accessible through the MyChart app.

Visit the iPhone App Store or Android Market to get started.

Who do I contact if I have further questions?

You may contact us through MyChart Support.

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Billing Questions

What is MyChart Billing?
Can I receive paperless statements?
Can I pay my bill online?
Can I see my children's accounts?
Why can't I see a balance?

What is MyChart Billing?

MyChart Billing is a feature that allows you to view current open accounts, previous statement information and previous payments.

Can I receive paperless statements?

You can view all your recent statements in MyChart. They look a little different from your paper statements, but contain the same visit information. In the future we may offer you the choice to receive only paperless statements in MyChart.

Can I pay my bill online?

Yes! With MyChart Billing you can pay your bill online and receive a confirmation number sent directly to your MyChart message center.

Can I see my children's accounts?

Yes, as long as you are the guarantor for your child and you have an active MyChart account you will be able to view your child's billing information.

Why can't I see a balance?

If the account is in a closed status, paid in full or qualifies for a billing hold it will not appear in MyChart. For questions regarding an account that you are unable to view in MyChart please contact the customer service department at 801-587-6303 or 800-862-4937.

Your Medical Record

Can I see information from my hospital stay?
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 doctor, when can I expect a reply?

Can I see information from my hospital stay?

Yes, after you've been discharged, you can see a summary of your hospitalization including any discharge instructions you were given by your provider.

When can I see my test results in MyChart?

If you had lab tests ordered during a clinic visit with a University provider, these tests will be viewable in MyChart within 3 days. Please note: this is 3 days after the results are returned to your doctor, not necessarily 3 days after the test took place. Imaging and many pathology results are made available within 7 days.

If you were admitted to one of our hospitals, your results are available within 24 hours from the time you were discharged.

Some sensitive tests will not automatically be sent to MyChart, but your provider can make them available to you.

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 or by sending your doctor a message through MyChart.

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

Your message will be responded to within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please call your clinic if the situation requires immediate attention or dial 911 if it is an emergency.

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Your Appointments

May I schedule an appointment for a doctor’s visit in MyChart?
Will I be given a confirmation regarding the appointment request?
May I view upcoming appointment times in MyChart?
May I cancel a clinic appointment in MyChart

May I schedule an appointment for a doctor’s visit in MyChart?

At this time, you can request an appointment with participating University providers through MyChart. Our staff will then schedule the appointment. In the future, you will be able to schedule your own appointments in MyChart.

Will I be given a confirmation regarding the appointment request?

Yes, you will receive a confirmation message with the exact date and time of your appointment.

May I view upcoming appointment times in MyChart?

Yes. You can view the details of your upcoming appointment and even confirm your appointment.

May I cancel a clinic appointment in MyChart?

Yes, you can cancel appointments up to 36 hours before your appointment. If your appointment falls within the next 36 hours, please contact your doctor’s office to cancel your appointment.

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MyChart for Your Family

May I view a family member's health record in MyChart?
May I ask questions regarding a family member from my MyChart account?
How long does it takes for proxy access to be granted?

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

Yes, this is called Proxy Access. Proxy Access allows you to see health records for other individuals through your own MyChart login. Common relationships where Proxy Access is used include:

Proxy access can also be used by legal guardians or caregivers with Durable Power of Attorney for healthcare of dependent adults.

To obtain Proxy access you will need to request access in person at a clinic. A Proxy Consent Form must be completed and signed before access will be granted.

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

No. 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.

Please use proxy access to communicate with your family member’s providers, in their record.

How long does it takes for proxy access to be granted?

Once you complete the proxy form in clinic, it is sent to our Health Information department. Once Health Infomation receives the form, they will look over the form to check that everything has been completed correctly.

If everything is in order, the request is processed immediately and proxy access is granted. This should take less than one business day from when the form was completed in the clinic.

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Your University Health Plans

Can I see information for non University policies?
How much of my coverage history can I find on MyChart?
Can I get a letter of Creditable Coverage through MyChart?
My child’s Healthy U coverage is not appearing under my benefit information, what can I do?
How do I grant some Access Control of my MyChart account?

Can I see information for non University policies?

University of Utah Health Plans is the only insurance carrier to implement functionality within MyChart. If you have a secondary insurance, that is not a University Policy, you will not be able to access it on MyChart.

How much of my coverage history can I find on MyChart?

MyChart displays the last 2 years of your coverage history. If you require information further back than the 2 years please contact customer service at 801-587-6480, or toll-free at 888-271-5870.

Can I get a letter of Creditable Coverage through MyChart?

Please contact customer service (801)587-6480 to request a letter of Creditable Coverage

My child’s Healthy U coverage is not appearing under my benefit information, what can I do?

A child’s Healthy U coverage is under their name so you will have to get Proxy access to view their information. Please see May I view a family member’s health record in MyChart? to see how to gain access.

How do I grant some Access Control of my MyChart account?

Subscribers have the ability to view eligibility information for everyone on their policy plan and all insurance information on their dependents younger than 18 years old. If a subscriber would like additional access to their spouse or a dependent over 18 that member will need to grant the subscriber access control. The subscriber, in turn, may grant access control of their information to the other members on their plan.

There are a few things to keep in mind when granting someone access to your Health Plan information on MyChart. You can only grant access to someone who is currently on your plan and that person must also have an active MyChart account. Please remember that granting an individual access control is not the same as obtaining Proxy access.

After You 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 (e.g., e-mail address or password)?
What are Lucy and MyChart Central?

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.

Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Contact us at MyChart Support and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new access code to you.

Where can I update my personal information (e.g., e-mail address or password)?

Log into your personal MyChart account and from the left menu, go to the Preferences section and select the appropriate option.

What are Lucy and MyChart Central?

Lucy is a personal health record that gives you a permanent home to organize all of your medical information. You can upload a copy of your medical record from University of Utah Health Care at any time and store it in Lucy. You can also add personal information about your health and choose to share it among all organizations where you receive care.

In addition, if you have MyChart accounts with more than one healthcare organization, MyChartCentral will give you quick access to all your accounts from one place using a single username and password. This includes MyChart accounts from Wasatch-area healthcare organizations and other organizations nationwide.

Lucy and MyChartCentral are products offered by Epic Systems Corporation, a healthcare software company that provides University of Utah Health Care's electronic health record. To access Lucy or MyChartCentral, you must create an account. Read more in Epic’s FAQs on Lucy and MyChartCentral (https://www.mychartcentral.com/FAQ.aspx).

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Technical Questions

Is MyChart secure?
What is your privacy policy?
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 other features may I expect in the future?

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 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.

What is your Privacy Policy?

MyChart 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 University of Utah Health Care.

What do I need to use MyChart?

All you need is access to a computer, an email account, and an Internet connection.

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

For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, contact us at MyChart Support.

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

What other features may I expect in the future?

We are committed to providing an exceptional experience at University of Utah Health Care. We are exploring ways to allow you to directly schedule your appointment and participate in an “E-Visit” with your doctor where, depending on the condition, you might be able to be treated without coming into the clinic. We hope to add other features as they are made available to us.

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