FAQ Categories



Getting Started



What is MyChart?

MyChart is a secure, online health management tool that connects patients to portions of their medical record and members to their insurance information.

MyChart is part of the electronic medical record system that is used by University of Utah Health, Carson Tahoe Health, Sublette County Rural Health Care District and Fourth Street Clinic. This includes Huntsman Cancer Institute, Moran Eye Centers, the University Orthopaedic Center and University Neuropsychiatric Institute(UNI). 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.
  • Review instructions and provider notes from recent appointments and hospital admissions.
  • Schedule medical appointments.
  • Request prescription renewals.
  • Track your immunization history.
  • Communicate electronically and securely with your medical care team.
  • Access trusted health information resources.

Members with insurance coverage through University of Utah Health Plans or Montana/Mountain Health CO-OP 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 members.


Are all of my providers using MyChart?

If you've received care from any of our outpatient clinic providers in the last two years, those 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.

Please note: Some features are only accessible through the MyChart website.

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?

Our MyChart Support team is happy to help. Call us at 801-213-5555 or use this online form.

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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 provider to correct any inaccurate information at your next clinic visit or by sending your provider a message through MyChart.


If I send a message to my provider, 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 notes my doctor writes following each appointment?

Yes! Just click Visits at the top of the screen and navigate to Appointments / Admissions to view information from your past appointments. Read more about how reading your provider's notes can empower you in your own care at OpenNotes.org.

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Medication and Prescription Questions



Can I view my current medication information in MyChart?

Yes, the Medications page contains complete information on the medications we have documented as taking. There is also a printable medication list that makes it easy for you to have a copy of this list to share with family and other care providers.


Can I view my past medication information in MyChart?

Yes, however, medications that are more than one month past their end date are no longer shown in MyChart.


Can I request prescription refills in MyChart?

If you fill your prescriptions at a University of Utah pharmacy, or if you use our mail order service, you can submit your refill request electronically in MyChart

If you fill your prescriptions at a different retail pharmacy such as Walgreen's, CVS, Smith's or Target, please contact that pharmacy directly to get your refill.

If you have no refills available at your pharmacy and would like to ask your provider for a new prescription, submit that request in MyChart.


Can I add medications that I am taking in MyChart?

Yes, if the medications page in MyChart doesn't accurately reflect the medications you are taking, you can request to have medications added and removed. These requests will need to be reconciled by your provider or care team before they reflect in your medical record.

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Your Appointments



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

Yes! Any outpatient providers you've seen in the last two years are available on the Schedule an Appointment page. Many of our providers allow their patients to schedule their own appointments right in MyChart, and all of our providers accept appointment requests where our staff will process your request and schedule your appointment.

If you're looking for a new specialist or provider, click Find a New Provider to begin scheduling.


May I view upcoming appointment times in MyChart?

Yes. You can view the details of your upcoming appointments in MyChart and even perform pre-visit tasks like confirming your appointment, verifying your insurance and paying your copay seven days before your appointment.


May I cancel a clinic appointment in MyChart?

Yes, most of our clinics will let you cancel your appointment directly in MyChart. You may also be able to reschedule your own appointment. If an appointment cannot be cancelled directly in MyChart, the clinic phone number is provided so you can get assistance.

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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 or text 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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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.

If you would like another adult to have Proxy Access to your MyChart account, please login to your account for access to the appropriate form.

If you would like Proxy Access to your child aged 11 or under, please login to your account for access to the appropriate form.

If you would like Proxy Access to an adolescent between the ages of 12-17, or to a diminished capacity patient for whom you have Durable Power of attorney, you will need to complete a signed and witnessed paper form, available in any of our clinics.


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

Once you complete an online proxy form or a paper form in clinic, it is sent to our Health Information department. Once Health Information 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.


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

No. MyChart offers direct access to your medical 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.

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Your University Health Plans



Which policies can I view in MyChart?

MyChart provides coverage details for policies owned or administered by University of Utah Health Plans. This includes coverages offered through Montana Health Co-Op and Mountain Health Co-Op. If you have a secondary insurance, that is not a University or MHC 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.


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 the child's name so you will need MyChart 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 someone 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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Technical Questions



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 11.0 and higher

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. Please read the Terms and Conditions for complete information.


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.


I don't know my MyChart ID. How do I get help?

Your MyChart ID is a unique username that you created when you activated your MyChart account. Some people use their email address as their MyChart ID. If you don't remember the MyChart ID you chose, click Forgot MyChart ID? and enter your identifying information. If it matches a MyChart account in our records, your ID will be sent to the email address on file.

Note: Your activation code is not your MyChart ID or password. This code is used only once to activate your MyChart account. (The code will expire after you have used it or after 60 days). During activation, you create your own unique MyChart ID and password.


I forgot my password. What should I do?

Click the Forgot password link to reset your password online. You can choose to have a one-time use security code sent to either the email address or cell phone on file. Use this code to regain access to your account and reset your password.

If you are still having trouble accessing your account, you can contact MyChart Support for assistance.

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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?

Contact us at MyChart Support and after we verify your information, a new code will be sent to your email address.

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Miscellaneous



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

Log into your MyChart account and choose the Profile menu. Select Personal Information to update information like your address or phone number. Select Security Settings to update your password or turn on Two-Step Verification.


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).


What other features may I expect in the future?

We are committed to providing an exceptional patient experience. We are adding more electronic patient questionnaires to MyChart, making it easier to complete at-home instead of filling out paper forms at the doctor's office. We are also expanding the ways virtual video visits can be used to provide care wherever you are, avoiding trips into the clinic. We hope to add other features as they are made available to us.

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