MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
Why use MyChart?
How do I sign up?
Can I sign up before my first visit?
Is an email address required to sign up for MyChart?
Can I use the same username and password I had on another patient portal?
Is my activation code my username?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
If some of my health information on MyChart is incorrect or missing, what should I do?
I visited a clinic when I was on vacation. How do I add those documents to my medical records?
If I send a message to my doctor or nurse, when can I expect a reply?
Why can't I see my doctor in the list of available doctors to message?
MyChart for My Family
Can I view a family member's health record in MyChart?
If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Managing My Profile
What can I do if I forgot my username?
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., home address, email or change my password)?
Technical Questions
Is MyChart secure?
What is your privacy policy?
I was logged out of MyChart. What happened?
What should I do if my activation code is disabled or does not work?
Why don't I receive notification when there are new messages or new test results?
What do I need to use MyChart?

What is MyChart?

MyChart offers patients personalized and secure access to portions of their medical records. It gives you convenient, 24-hour access to securely use the internet to help manage and receive information about your health. With MyChart, you can:

  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.

MyChart is owned and operated by Atlantic Health System and is fully compliant with federal and state laws pertaining to your privacy.

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Is there a fee to use MyChart?

MyChart is a free service offered to Atlantic Health System patients.

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Why use MyChart?

Accessing your personal medical records through MyChart can help you be more actively involved in your own health care, and accessing your family members' health information can help you take care of them more easily. Self-service options like messaging your doctor's office or requesting medication refills can eliminate phone tag with your doctor and sometimes even save a trip to the office.

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How do I sign up?

In order to set up your MyChart account, we need to confirm your identity – either in person during a visit or by using a secure third-party verification system. There are a few ways you can enroll:

  • During an office visit with your doctor, front desk or registration staff may ask if you are interested in enrolling and can send you an email with an activation code.
  • If you aren't asked to enroll during check-in, you should receive an activation code on your after visit summary (AVS) paperwork before you leave the office or on your discharge summary when leaving the hospital or emergency department.
  • If you weren't issued an activation code, you can visit the MyChart home page and select "I do not have an activation code" under the New User section.
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Can I sign up before my first visit?

Enrollment usually occurs after your first visit to an Atlantic Health System hospital or medical office. If you don't have an upcoming appointment or don't want to wait, you can visit the MyChart home page and select "I do not have an activation code" under the New User section.

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Is an email address required to sign up for MyChart?

Yes. Providing your email address lets us inform you when you have new information in MyChart and also allows you to use tools for remembering your username or resetting your password.

If you would like to change the types of information you receive by email, you can edit your preferences by selecting Settings > Notifications.

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Can I use the same username and password I had on another patient portal?

During your enrollment, MyChart asks you to create your own unique username and password. Your username can be anything you'd like, as long as another Atlantic Health System patient hasn't already selected that username.

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Is my activation code my username?

No. You will use your activation code only once – during enrollment. When you log into MyChart the first time, you will be asked to create your own unique username and password.

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Who do I contact if I have further questions?

If you have more questions about MyChart enrollment or benefits, please ask us! Request Technical Support

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When can I see my test results in MyChart?

The results of most tests can be viewed in your MyChart account 2-4 days after the test is performed. New results from a hospital stay are not sent to your MyChart account until after your discharge. Certain sensitive results may not be visible within MyChart, especially for minors. Call your doctor's office if you have any questions about your results.

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If some of my health information on MyChart is incorrect or missing, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office and/or Atlantic Health System medical centers. Your health information is reviewed and updated in your electronic medical record each time you visit. At your next visit, talk to your doctor about correcting or adding health information to your record.

As Atlantic Health System transitions our hospitals and medical offices to one single, fully-connected electronic medical records system through 2018, your medical information available on MyChart may change and become more complete.

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I visited a clinic when I was on vacation. How do I add those documents to my medical record?

Your doctor's office can add to your medical record. Please note that documents added like this may not be viewable from your MyChart account.

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

You will generally receive an answer within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Why can't I see my doctor in the list of available doctors to message?

In general, you are able to message doctors who have seen you in an office visit, called you on the phone, or sent you a letter within the last 3 years. You are also able to message those doctors with whom you have scheduled an appointment within the next year.

A doctor may be listed on your Care Team in MyChart, but without having that direct connection to you, cannot be messaged. You also do not have the ability to send a message to doctors who provided your care during a hospital admission or emergency department visit.

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

Yes. This is called Proxy access and allows a parent, guardian or adult caregiver to log into their personal MyChart account, and then connect to medical information regarding their family member. Complete a Proxy Consent Form and return it to your doctor's office to request access to this convenient service.

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Can I remove someone who currently has proxy access to my account?

Yes. You may revoke proxy privileges to your account at any time by selecting Settings > Personalize and looking under Who Can View My Record? Select the applicable Proxy and click on "Revoke Access." This change will take effect immediately.

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If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse?

No, all messages you send to your doctor's office are private and will not be visible to individuals who have Proxy access to your account.

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

No. MyChart offers direct access to your personal medical information and communications about another individual's information would incorrectly 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 sign and submit a Release of Information request and establish their own MyChart account.

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What can I do if I forgot my username?

In the Sign In section, click on "Forgot Username?". After verifying your information, we'll send your username to the email address on file for your account. If you need additional assistance, please Request Technical Support.

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I forgot my password. What should I do?

In the Sign In section, click on "Forgot Password?". After entering your information, you will be prompted with the password security question you entered when first creating your account. After correctly answering this question, you'll be able to create a new password. If you need additional assistance, please Request Technical Support.

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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 can either request a new activation code during your next visit or contact your doctor's office. Privacy issues prevent us from emailing a new activation code to you.

If you don't have an upcoming appointment or don't want to wait, you can sign up without a code by visiting the MyChart home page and selecting "I do not have an activation code" under the New User section.

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

You can update your personal information directly in MyChart.

  • Update your email address by selecting Settings > Other Preferences and look under Notification Preferences.
  • Change your screen name by looking under Settings > Personalize.
  • Update your password or security questions by selecting Settings > Change Password.

To update your address, please call your doctor's office or ask at your next visit, or you can visit any Atlantic Health registration desk for assistance.

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Is MyChart secure?

We take great care to ensure your medical information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames 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 personal information. Any information provided to you is scrambled en route and decoded once it reaches your computer, smartphone or tablet. This is the same security used by the online banking industry.

Unlike conventional email, all MyChart messaging is done while you are securely logged in. Additionally, when MyChart sends you alerts regarding new information available in your account, we will never include details in the email alert. You will need to log into MyChart to view medical information.

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What is your Privacy Policy?

MyChart is owned and operated by Atlantic Health System and 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. For more details, you can read the Atlantic Health System Privacy Policy linked from the bottom of this page.

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I was logged out of MyChart. What happened?

We aim to protect your privacy and the 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 should I do if my activation code is disabled or does not work?

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. You can sign up without a code by visiting the MyChart home page and selecting "I do not have an activation code" under the New User section. If you've already received an activation code, but it is disabled, expired, or does not work, you can Request Technical Support.

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Why don't I receive notification when there are new messages or new test results?

Verify that you have the correct email address for receiving notifications. Log into MyChart and select Settings > Other Preferences. You will find your current email address listed under Notification Preferences with a link to change it if needed. If the email address is correct, check your spam or junk folder – notifications for MyChart will come from No-Reply@AtlanticHealth.org.

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What do I need to use MyChart?

You can access MyChart if you have access to a computer connected to the Internet and an up-to-date browser. MyChart is supported on Internet Explorer 11, Edge, Firefox 45+, or Chrome 50+.

MyChart can also be accessed securely from your iPhone, iPad, or Android device. Simply go to the Apple Store or Google Play/Google Market and search for MyChart, by Epic. When you open the app, you will be asked to select the organization that provides your care. By logging in with your MyChart username and password, the app will automatically recognize you as an Atlantic Health System patient and connect you to your personal account details and medical information.

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