FAQ Categories

Enrollment Questions

What is MyChart?

MyChart is a secure, online health management tool that connects patients to portions of their 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 and Sublette County Rural Health Care District facilities. This includes Moran Eye Centers, the University Orthopaedic Center and Huntsman Cancer Institute. If you've been seen at any of our hospitals or clinics, you can use MyChart to:

  • View your health summary, current medications, allergies, and test results released by your physician.
  • Request medical appointments.
  • Request prescription renewals.
  • Track your immunization history.
  • Communicate electronically and securely with your medical care team.
  • Access trusted health information resources.

Members who are also University Health Plan members can:

  • View benefit information.
  • Check claim status.
  • Print EOBs (explanation of benefits).
  • Check eligibility.
  • Check out-of-pocket benefits.
  • Print temporary ID wallet cards.

Is there a fee to use MyChart?

No. MyChart is a complimentary service offered to our patients and to University Health Plan members.

Are all of my doctors 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.

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 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?

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

Can I receive paperless statements?

Yes, you can sign up for paperless billing right in MyChart. You will have secure online access to your past 18 months of statements, and will receive an email when a new statement is available for viewing 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. If you are a patient with Sublette Health Care (Pinedale and Marbleton Clinics), please contact 307-367-4757.

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Your Medical Record

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?

Tests ordered during an outpatient clinic appointment will be made available to you in MyChart through an automated process. This includes lab tests, radiology exams and pathology.

During the times listed below, we release results to your MyChart account two hours after the test is processed and the result is finalized:

  • Monday-Thursday, 8am - 8pm
  • Fridays, 8am - 5pm

Results received on nights, weekends or holidays will be released the next weekday morning.

If you were admitted to one of our hospitals, all results that were finalized before you were discharged will be posted in MyChart approximately two hours after your discharge.

Please be aware that we do not prevent sensitive or abnormal tests from being automatically posted in your MyChart account. This means you may see your results before your provider has reviewed them. If you are not comfortable seeing this information before you have discussed your results with your provider, please wait to view them.

Please note: results from research study tests are not automatically sent to MyChart.

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, 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.

Can I use MyChart to access and review the clinical progress notes my doctor writes following each appointment?

Yes! Just click the Visits tab and navigate to Appointments / Admissions to view information from your past appointments. Read more about OpenNotes.

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Your Appointments

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

Many of our providers are available for online scheduling through MyChart, and we are adding more providers each month. If you don't see a Schedule an Appointment link for your provider, you can still request an appointment through MyChart. Our staff will then process your request and schedule the appointment.

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 24 hours before your appointment. If your appointment falls within the next 24 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?

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:

  • Parents or legal guardians wanting to view the record of minor children
  • Adult children helping in the care of aging parents
  • Spouses

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?

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.

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After You Have Enrolled

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 to your email address.

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

Log into your personal MyChart account and from the top 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 MyChart 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'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?

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 email, 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 email address will be treated with the same care and privacy given your health records.

What do I need to use MyChart?

All you need is access to a computer, an email account, and an Internet connection. Current supported browsers and mobile platforms are listed below:

Supported Browsers

  • Microsoft Edge
  • Internet Explorer 11.0
  • Mozilla Firefox 59.x and above
  • Safari 10+ on Mac
  • Google Chrome 65.x and above

Supported Mobile Platforms

  • Android OS 5.0 and higher
  • iOS 9.0 and higher

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 patient experiencee. We are adding more electronic patient questionnaires to MyChart, so you don't have to answer the same questions over and over again. We are also exploring ways to allow you to 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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