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MyChart ® Epic Systems Corporation

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Frequently Asked Questions


About MyChart-MyHealth


▼ What is MyChart-MyHealth?

MyChart-MyHealth is a way to see parts of your health record on the Internet, and to communicate with your provider online.

With MyChart-MyHealth you can:

  • ask for medical appointments
  • look at some parts of your health information stored in your electronic health record
  • look at test results (such as blood tests and x-rays)
  • renew your prescriptions/medications
  • send and receive e-mails from your health care provider
  • get important health information from trusted sources




▼ Is there a fee to use MyChart-MyHealth?

MyChart-MyHealth is a FREE service offered to all patients of the Institute for Family Health.




▼ Where are the MyChart-MyHealth Centers located?

The MyChart-MyHealth Centers are located in Manhattan, the Bronx, and The Mid-Hudson Region. To view a complete list of centers please click here.



Enrolling in MyChart-MyHealth for the First Time


▼ How do I sign up for MyChart-MyHealth?

You can sign up for MyChart-MyHealth at your health center.  Ask your doctor for the MyChart-MyHealth sign up form and you will be given an access code.  You use this access code to create your MyChart-MyHealth account.  Go to www.mychartmyhealth.org and click on the “Sign Up Now” link.  Type in the access code and create your own MyChart-MyHealth user ID and password. You have 60 days to do this or the code will expire.




▼ How old do I need to be to sign up for MyChart-MyHealth?

At this time you must be 10 years or older to sign up for MyChart-MyHealth.




▼ What do I need to use MyChart-MyHealth?

You need a computer connected to the Internet and an e-mail address. You can use a computer at home, at a public library, or any other place you feel comfortable using it. If you don’t have an e-mail address you can click on one of the links below to sign up for a free one.

Gmail    Yahoo! Mail    Hotmail




▼ My access code does not work. What should I do?

For your security, your initial access code expires after 60 days, and is no longer valid after the first time you use it.  If you receive an access code, and you do not sign up in 60 days, the access code will expire. This means you have to then get a new access code. If you need a new access code or have any problems, you can call the patient support line at 800-444-6107 or e-mail us at mychart@institute2000.org.  Please include your name and telephone number.  Someone will return your message within 1-2 business days.




▼ Who do I contact if I have more questions?

You can call the patient support line at 800-444-6107 or e-mail us at mychart@institute2000.org. Please include your name and telephone number.  Someone will return your message within 1-2 business days.  Please do not send any confidential information by email. 



Using MyChart-MyHealth


▼ I forgot my password. What should I do?

Click the "Forgot Password" link on the MyChart-MyHealth sign-in page to reset your password online.  You will be asked to verify your information and answer your password reset question.




▼ How do I change/update my personal information (for example home address, e-mail, or password)?

Log in to MyChart-MyHealth and click the “My Address/Settings” section (listed on the left side of screen), then choose the option you want.




▼ What should I do if some of my health information on MyChart-MyHealth is not correct?

Your MyChart-MyHealth information comes directly from your electronic medical record at your health center. If you think that any information in MyChart-MyHealth is not correct, please talk with your doctor at your next visit.  Your health information is reviewed and updated in your electronic medical record each visit.




▼ How do I ask for medical advice?

Log into MyChart-MyHealth and select “Message Center (left side of your screen), then select “Ask a Medical Question”. Follow the prompts, and then select the doctor you'd like to ask. Type your question and press the SEND button. Please note that your questions may be forwarded to other staff members to assist in your care. All messages will become part of your medical record.

REMEMBER: MyChart-MyHealth SHOULD NEVER BE USED FOR EMERGENCIES. Please contact your health center if you have a problem that needs attention right away or dial 911 if it is an emergency.




▼ When can I expect a reply for a medical advice request?

In most cases, your doctor will reply to your question within 1-2 business days.  It is very important that you only use this service for questions that are not emergencies. 




▼ How do I read/view my messages?

Log in to MyChart-MyHealth and click on the “Message Center button.  Then select “My mailbox” from the menu (left side of screen). Messages from your health care team will be on this screen. You can read and reply to any message by clicking on message.  To remove messages you have already read, select the box to the left of the message and click the “Delete” button.




▼ How do I make a new appointment?

Log in to MyChart-MyHealth and click on the “Appointments” button (left of screen) and select “Schedule an Appointment”. Then choose your health center, doctor, type of visit and time.




▼ Why can’t I schedule an appointment for my provider?

Just because you are unable to schedule an appointment through MyChart-MyHealth does not mean that your provider is unavailable. There are a number of reasons why you may not be able to schedule an appointment using MyChart-MyHealth. Due to provider scheduling restrictions not all providers can be scheduled through MyChart-MyHealth.  Some schedules may be full for the type of visit you need.  The provider may be away during the time you are requesting.  If you cannot schedule an appointment through MyChart-MyHealth, please call your health care center and they will be able to help you.




▼ When can I see my test results in MyChart-MyHealth?

You can read and review your test results after your health care provider has looked at them.  This is usually in 2-3 days.  However, some test results can take up to a few weeks.  Pap smears usually take longer.  When you go for tests you can ask your provider, “How long will it take to get these results?”  Please note not all tests are released through MyChart-MyHealth. Imaging tests, such as x-rays and mammograms, EKGs and progress notes are not available at this time.




▼ Why can’t I see all of my test results in MyChart-MyHealth?

There are a number of reasons why you may not be able to see your tests. Not all tests can be viewed through MyChart-MyHealth. Imaging tests, such as x-rays and mammograms are not available at this time.  Blood tests are usually available as soon as the provider has looked at them or one week after they are completed. Any tests not done at our health care center cannot be seen in MyChart-MyHealth.




▼ How do I print out my immunization record using MyChart-My-Health?

Click on the “My Medical Record” section on the left and select “Vaccines”. Click on the image of the printer located on the top right of the Immunizations page and a new window will appear. Click “Print This Page” on the top of the window. Please note that your vaccination record in MyChart-MyHealth is a list of vaccines that your health center has on record for you.  If you have had vaccines done at another site please bring your immunization card to your health center so that we can update our records.




▼ How do I print out my child’s immunization record using MyChart-My-Health?

At this time we do not allow a parent to access the records of their child, however this will be available within the upcoming months.




▼ How do I request a refill for my medications through MyChart-MyHealth?

Log into MyChart-MyHealth and select “Message Center (left side of your screen), then select “Renew a prescription”.  Check the medication you would like refilled and type in whether you would like to pick it up, mailed to your home or have it called in to a pharmacy. If you would like it called into a pharmacy please include the pharmacy’s telephone number in the space provided.  We will contact you when your prescription has been called in which is usually within 1 business day. If you have not been contacted within 1 business day please call your health center to assist you.




▼ How do I download my medical record through MyChart-MyHealth?

Log into MyChart-MyHealth and select “Personal health record (left side of your screen), then select “Download Summary”. Select the option you prefer for your Lucy download. "Lucy record" OR "Lucy record with Password".The first option downloads into a zip folder and you can save the zip folder to your computer. Open the zip folder and you can open the PDF file which is a copy of your medical record. The second option prompts you to put in the password before you download Type a password to protect your download and re-confirm password. Then click "Download".




▼ Why can’t I request a refill on certain medications through MyChart-MyHealth?

If your medication was prescribed by a provider who is not yet using MyChart-MyHealth it may not be able to be refilled through MyChart-MyHealth. If a medication has been stopped by your provider or was only supposed to be used for a short period of time you may not be able to request a refill.  Please send a message or speak with your doctor if you require a refill and are unable to request one through MyChart-MyHealth. Please note, if a medication was prescribed by another doctor’s office it will not be listed in MyChart-MyHealth unless your provider has added it to your record. Please inform your doctor of any new medications you are taking.




▼ How do I Signup for Text alerts through MyChart-MyHealth?

Log into MyChart-MyHealth and select “My Settings (left side of your screen), then select “Change e-mail address”. Check the boxes you wish to receive SMS alerts for under "Text".Make sure to update your e-mail and phone number with which you wish to receive the alerts at the bottom of the page.Then click "Save Changes" and you are all set.




▼ Why don’t I see some of the medications I am taking in MyChart-MyHealth?

If a medication has been stopped by your provider or was only supposed to be used for a short period of time you may not be see the medication listed.  If a medication was prescribed by another doctor’s office it will not be listed in MyChart-MyHealth unless your provider has added it to your record. Please inform your doctor of all medications you are taking.



MyChart-MyHealth for My Family


▼ Can I view a family member's health record in MyChart-MyHealth?

Yes! With your family member’s consent, you can get proxy access to his/her record.




▼ Can my husband or wife and I share one MyChart-MyHealth account?

No. Every patient has a separate health record and must have a separate MyChart-MyHealth account.



Technical Questions


▼ Do I need any special software to use MyChart-MyHealth?

The only thing you need is a Web browser with ‘SSL’ (Secure Socket Layer) compatibility. The following browsers are recommended:

  • Firefox 2.0 or above
  • Internet Explorer 6.0 or above
Other browsers that are popular among MyChart-MyHealth users include Google Chrome and Apple Safari.


▼ I was automatically logged out of MyChart-MyHealth.  What happened?

MyChart-MyHealth is designed to protect the privacy and security of your health information.  If you leave your computer for 3 minutes or more while you are logged into MyChart-MyHealth, you are automatically logged out.  This protects you and doesn’t let someone else see your health information.  We recommend that you log out of your MyChart-MyHealth session if you need to leave your computer for even a short period of time.



MyChart-MyHealth Security


▼ How do I know that my health information is secure?

We are very careful about making sure your health information is kept private and secure.  Your information cannot be viewed without secure access codes, personal IDs, and passwords.  You control your own password, and your MyChart-MyHealth account cannot be seen without that password.  Special encryption technology makes your information unreadable to others.  And unlike regular e-mail, all messages between you and your health center are sent while you are securely logged on to our website.




▼ What is your Privacy Policy?

MyChart-MyHealth follows all federal and state laws about your privacy. Your name and e-mail address are treated with the same care and privacy as your health records and are never provided to any other person or organization.



MyChart-MyHealth Mobile App


▼ What is it?

MyChart is a free app for devices such as an Android®, iPhone®, iPad™, or iPod touch® that provides fast, secure access to the most frequently used features of MyChart. With this app, a user can quickly and easily access his/her medical records, send private messages to an Institute for Family Health care provider, see upcoming appointments, get instant lab results, get maps to clinic locations and much more.




▼ Why would I use it?

The free Epic MyChart app offers secure instant access and optimized convenience. Users are not required to be in front of a traditional desktop or laptop computer to access the benefits of the MyChart MyHealth system. Typical users would be patients who travel frequently, salespeople who spend a lot of time on the road, students, and those who have come to rely on an Apple or Android mobile device for internet access and messaging.




▼ How do I get it?

The app is free, but is only available from the App Store & Android Market. To get the app, you need an iPhone, iPad or iPod touch (go to the App Store app) or an Android device (go to the Market). Alternatively, you can access the App Store or Market on a desktop or laptop computer, download the app, and install it when the mobile device is synched. To use the mobile MyChart app, you must first have a MyChart account. If you do not already have a MyChart account setting one up is quick and easy. Click here to request a MyChart account.




▼ Are all MyChart features available?

No. Epic has included only the most popular ones in this first version. They include:

  • Appointments (Past and Future)
  • Messages (Inbox)
  • Health Summary (Health Issues, Medications, Allergies, Immunizations)
  • Test Results
  • Message Doctor



▼ Which commonly used features are not available?

No. Epic has included only the most popular ones in this first version. They include:

  • Appointment Request
  • Demographic Update Request
  • Medication Renewal Request
  • Bill/Statement Question
  • Health Library / Hyperlinked terms
  • Graphing
  • Medical History



▼ Is the App only for Apple and Android products?

Yes, the App is for use on all Apple “i” products (such as iPhone, iPad, iPod Touch) and Android-based devices. There are no immediate plans for an equivalent application for other smart devices such as Blackberries.




▼ Who should I call with problems and questions?

Our MyChart MyHealth Support help desk 800-444-6107 has been notified and will assist as they do with all MyChart MyHealth features, capabilities, etc.