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MyEChart Frequently Asked Questions

What is MyEChart?
What are the minimum requirements to access MyEChart?
Who can participate?
How do I sign up for MyEChart?
What do I do with the access code and instructions?
Can you send me a new access code if I have lost it, let it expire or did not receive it?
My access code doesn’t work, what should I do?
Is my access code my MyEChart username?
Can I create my own password and change it when I want?
When I try to login, what should I do if MyEChart keeps telling me "login unsuccessful"?
Can I request access to my child or another adult’s MyEChart information?
How do I get access to my child’s or another adult’s MyEChart account?
How is my personal health information secured by MyEChart?
Can I change my address online?
Why are certain test results not shared electronically via MyEChart?
Can I print information from MyEChart?
Why am I having trouble scheduling an appointment?
Why don’t I see the button next to an appointment I want to cancel?
MyEChart logged me out! What happened?
I am not receiving alerts to my regular email when I have new MyEChart information. What is wrong?
Some of my health information on MyEChart is not correct.  How can I get this corrected?
Will there be any charges to use MyEChart?
What is the difference between teen and parent proxy access to a teens account?

What is MyEChart?
MyEChart is your personal health connection to your medical record at Elliot Health System. You can access portions of your electronic medical record via your Internet browser or through Apple and Android devices. MyEChart will allow you to request and schedule appointments, view medication lists, request prescription renewals, and obtain test results quickly and securely. You will be able to print immunization records and copies of your most recent physical exam results.

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What are the minimum technical requirements to access MyEChart?
To access MyEChart online, four items are required:

·         You need access to a computer.

·         You need access to the Internet.

·         You need access to a browser: Internet Explorer 9.0 (standards mode and IE8 compatibility mode), Internet Explorer 8.0 (standards mode only), Mozilla Firefox 13.x and above, Safari 5.x on Mac/Windows, or Google Chrome 20.x and above.

·         Your browser must be capable of supporting 128-bit US encryption.

MyEChart access is also available through free downloadable apps from Apple and Android after an account has been established.

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Who can participate? 
MyEChart is available at nearly all Elliot Health System primary care, family medicine, senior health, and pediatric locations. All patients 12 years of age and older with a participating Elliot Physician Network provider may have a MyEChart account to access their medical record. Proxy accounts are also available for caregivers of seniors and patients with special healthcare needs. Parents with legal custody of a child up to the age of 12 may request proxy access to their child’s account. Proxy status continues after age 12 but will convert to limited status as required by state law. For specific information on limitations please refer to the attached guideline or request a MyEChart Access form available in your provider’s office.

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How do I sign up for MyEChart?
Patients who wish to participate will be issued a MyEChart access code during their office visit.  If you weren’t issued an access code during your most recent visit, you may call your provider’s office to obtain one.

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What do I do with the access code and instructions?
Your access code is a unique identifier you will use, along with your Social Security number and date of birth, to log in to MyEChart for the first time. The first time you log in, you will click on the “Sign Up Now” link and follow the directions to enter your access code. If Elliot Health System does not have your Social Security number on file, enter 0000 as the last four digits. Once you have logged in for the first time and established your own personal username and password, you will no longer need your access code. The access code expires after it is used, or after 30 days.

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Can you send me a new access code if I have lost it, let it expire or did not receive it?
If you have lost your access code, did not receive it or let it expire, contact your provider’s office for assistance in obtaining a new access code.

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My access code doesn’t work, what should I do?
For your security, your access code expires after 30 days if you have not used it to activate your account and is no longer valid after the first time you use it to establish your own personal username and password. If you allow yours to expire, contact your provider’s office for assistance in obtaining a new access code.

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Is my access code my MyEChart username?
No, your access code is not your MyEChart username or password. You will use this code only once to log into MyEChart for the first time. (The code will expire after you have used it or after 30 days). During your first MyEChart session, you will create your own unique MyEChart username and password.

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Can I create my own password and change it when I want?
Yes, you can. Please keep your password confidential, and do not share it with anyone else. Your password can be changed online at any time by you. Your password is not known by anyone at Elliot Health System. If you believe someone has learned your password, please change it. You can change your password in MyEChart at any time by choosing “Change password” under the My Account option.

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When I try to login, what should I do if MyEChart keeps telling me "login unsuccessful"?
Make sure your Caps Lock key is not on. The password field is case sensitive. Make sure you do not enter extra spaces in either the MyEChart username or password boxes and try again. If you have forgotten your MyEChart username, click on the “Forgot MyEChart Username?” link and complete the requested information. If you have forgotten your password, click on the “Forgot Password?” link and fill in the form. If Elliot Health System does not have your Social Security number on file, enter 000-00-0000. If you continue to have difficulty, contact your provider’s office during their normal business hours.

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Can I request access to my child or another adult’s MyEChart information?
You may request access to your child’s MyEChart information.  Another adult may consent to providing you access to their record.  In this case, the adult consenting must make a request of Elliot to give you access to their MyEChart information. Once you have access, you can view their health information – including allergies, current medications, immunizations, and test results. You can even schedule or cancel appointments on their behalf. Restrictions that do apply include child age restrictions, so please talk to your provider’s office for more information.

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How do I get access to my child’s or another adult’s MyEChart account?
To receive access to your child’s or another adult’s information, please contact their provider’s office.

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How is my personal health information secured by MyEChart?
Your MyEChart personal health information is carried over a secure, encrypted connection. This secure connection utilizes industry standard Secure Socket Layer (SSL) 128-bit encryption as well as server-side digital certificate authentication to ensure secure data transmission between you and Elliot Health System. To prohibit unauthorized access, all medical information is stored safely behind our firewall in our electronic medical record system. 

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Can I change my address online?
Yes. You can change your address online by clicking the “Change Demographics” link under My Account.

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Are all test results shared electronically via MyEChart?
Many test results are shared electronically.  There are instances when a provider would like to discuss the test results with you before releasing them to improve communication and the meaning of the test.  If a test result is not listed and you feel the results may be available, please call your provider’s office.

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Can I print information from MyEChart?
Yes. MyEChart offers a “Printer Friendly Page” link that will display and print your information in an easy-to-read format. You will notice a “Printer Friendly Page” link on the upper right side of most pages.

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Why am I having trouble scheduling an appointment?
MyEChart may not have the capability to schedule certain appointments. If you are having difficulty scheduling appointments, you can use the “Request an Appointment” option or contact your provider’s office directly.

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Why don’t I see the button next to an appointment I want to cancel?
If a button does not appear to the left of an upcoming appointment, you will not be able to cancel that appointment using MyEChart because the appointment was either scheduled at an office currently not using MyEChart or it is within 24 hours of the appointment. Please call your provider’s office to cancel this appointment.

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MyEChart logged me out! What happened?
MyEChart wants to protect your privacy. While logged into MyEChart, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of MyEChart. Any information you have typed will be lost. We recommend that you log out of your MyEChart session if you need to leave your computer.

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I am not receiving alerts to my regular email when I have new MyEChart information. What is wrong?
Sign into MyEChart and click the “Notifications” link under My Account. Be sure that your email address has been accurately entered. Make sure that the “MyChart Alerts” box is checked. Then click the “Save Changes” button.

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Some of my health information on MyEChart is not correct.  How can I get this corrected?
Your MyEChart information comes directly from your electronic medical record at Elliot Health System.  Ask your provider to correct any inaccurate information at your next office visit.  Your health information is reviewed and updated in your electronic medical record during each visit.

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Will there be any charges to use MyEChart?
MyEChart is a complimentary tool from Elliot Health System that provides secure and convenient web access to your provider and to your Elliot Health System record. There are no fees to access your medical record, request prescription renewals, request appointments, or to communicate with your provider’s office.

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What is the difference between teen and parent proxy access to a teens account.

·         For patients between the ages of 12 and 18 years, full access to MyEChart will be available to the individual patient (your child).  This means that the patient may have an access code that is their own allowing them to take part in their own healthcare. The patient username and password for access to the account may be shared with the patient as early as their next visit or at any subsequent visit when the patient and provider mutually agree that this would be beneficial. 

·         For parents or guardians of patients between the ages of 12 and 18 years, access to MyEChart is permitted, but specific information will be restricted.  Specifically, parental and guardian access will be limited to emailing your child’s provider and viewing patient-entered flowsheets, immunizations, health reminders, and allergies, however full access to the patient’s record will not be authorized.  For specific information on limitations, please refer to the >attached guideline or request a MyEChart Access form available in your provider’s office.

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