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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via 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?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
After I 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., home address, e-mail or change my password)?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
Is my browser supported by MyChart?
My activation code does not work, what should I do?
Is my activation code my user ID?

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during you next office visit.

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Who do I contact if I have further questions?

You may e-mail us at MyChartCustomerSupport@providence.org, or you can call our MyChart Help Desk at 1-877-569-7768 between 7 a.m. and 6 p.m. Monday through Friday.

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When can I see my test results in MyChart?

Depending on the test, results are generally released to MyChart within one to three business days. Certain types of tests and results are not shared via MyChart. If you are unable to see a test result, you may send a “Get Medical Advice” request through MyChart to your physician asking to have specific results released to you.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart.

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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 at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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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 two business days. Please note that MyChart should not be used for urgent situations. Please contact your clinic if the situation requires immediate attention or dial 911 if it is an emergency.

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

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into a family member’s MyChart account to access information and connect with providers on their behalf. Please contact your clinic team for more information regarding Proxy access.

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

No, MyChart offers direct access to your personal health record and communications about another individual's information would be placed in your health record. Because of this, information would not appear in the correct health record and could potentially jeopardize medical care. Instead you should send a message from your family member’s chart, if you have proxy access, or ask the family member to send a message from his or her account. Please contact your clinic team for more information regarding Proxy access.

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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 establish his or her own MyChart account.

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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. You may also contact our MyChart Help Desk at 1-877-569-7768 between 7 a.m. and 6 p.m. Monday through Friday to request a new, secure password.

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

Contact us at MyChartCustomerSupport@providence.org and after we verify your identity, a new code will be sent to the email address listed in your medical record.

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

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

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How 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 IDs, 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.

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What is your Privacy Policy?

MyChart is owned and operated by Providence Health & Services and 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.

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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 20 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.

What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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Is my browser supported by MyChart?

Currently, MyChart works with popular internet browsers, such as Internet Explorer, Firefox and Google Chrome on Microsoft Windows based machines, and Safari and Firefox on Mac OS:X. If you are having difficulty getting MyChart to work in your browser, contact the MyChart Help Desk at 1-877-569-7768 between 7 a.m. and 6 p.m. Monday through Friday. The MyChart Help Desk may recommend the use of a different browser. Please also be aware that certain toolbars and browser extensions are known to cause problems with signing into or using MyChart.

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

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, email us at MyChartCustomerSupport@providence.org or you can call our MyChart Help Desk at 1-877-569-7768 between 7 a.m. and 6 p.m. Monday through Friday. If your security code is still valid, please check to make sure that the correct location appears in the upper right hand corner of the MyChart login Page. If the correct location does not appear, click on the “Not from these areas” button and select the appropriate area.

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Is my access code my user ID?

No, your access code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. This 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.

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