NYC Health + Hospitals MyChart FAQs


Enrollment Questions

What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Is there a Mobile app for MyChart?

After I Have Enrolled

I forgot my password. What should I do?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Who do I contact if I have further questions or need help?

Your Medical Record

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?
How do I submit updates to my current Health Issues-Allergies or Medications?
Will I be able to see notes from my provider?
If some of my information is not available in MyChart, what should I do?

Medications

Why don’t all my medications show up in my MyChart record?
What information should I provide for a prescription renewal?
How long does it take if I request a prescription renewal through MyChart?
Why do some of my medications listed say “contact your prescribing provider” where the doctor’s name should be?
Why is the request for renewal link missing for some of my medications?

Test Results

How do I see my test results?
When can I see my test results in MyChart?
I see some test results but not all of them from all of my physicians. Why?
Why are certain test results not shared electronically via MyChart?

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?

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?
What browser requirements do I need?


Enrollment Questions

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:

  • 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.
  • Schedule appointments and check-in online prior to your appointment

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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 log in and create your own username 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 your next office visit.

No Activation Code? You may also click here to sign up using a third-party verification system.

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

Click here to submit a request for an activation code. A member of our team will reach out to the provided e-mail address with instructions to complete the registration process for your MyChart account.

Is there a Mobile app for MyChart?

Yes, current MyChart users can download the MyChart mobile application, available at no cost. View test results, medications, immunizations, past and future appointments and more. The MyChart® mobile application is currently available on the Apple® App Store and the Android Market.

Return to Top


After I Have Enrolled

I forgot my password. What should I do?

Click here and answer a few questions to reset your MyChart password. If you are unable to answer these questions, submit a password reset request here.

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

  1. To change your password, login to MyChart and navigate to: Settings >> Security Settings.
  2. To change your address: bring proof of address change to your providers office and they will update.
  3. To change your email, login to MyChart and navigate to: Settings >> Notifications. Click on the pencil next to your email to edit or change it.

Who do I contact if I have further questions or need help?

For technical questions not related to your medical care, you can contact our MyChart team here. For questions regarding your medical care, login to MyChart and navigate to: Messaging >> Message Doctor's Office. Select from the list of available message types, fill out the form, and click submit.

Return to Top


Your Medical Record

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.

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

You will generally receive an answer within 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.

How do I submit updates to my current Health Issues, Allergies, or Medications?

When reviewing your current Health Issues, Medications or Allergies in MyChart just click the “+ Add” and update accordingly. You can also request that any of the above be removed. When you hover over an item, a red remove button will appear in the bottom right corner. When clicked, a box will pop up asking for a reason for the removal. This information will be reviewed by your provider at your next visit to determine if it should be added or removed from your medical record.

Will I be able to see notes from my provider?

Yes, if your doctor decides to share their notes from your visit, you will be able to see them in MyChart. Per H+H policy, Psychiatry and Behavioral Health notes are not shared to MyChart.

Return to Top


Medications

Why don’t all my medications show up in my MyChart record?

The medication list in MyChart will only show current medications. Discontinued Medications are not included. Prescriptions written by Non-NYC H+H providers will also not appear on your medication list unless they are documented by your NYC H+H Provider in your NYC H+H Medical Record. You will only have the ability to request a renewal for active medications which are prescribed by a NYC H+H clinic provider.

What information should I provide for a prescription renewal?

Renewal Requests are only available for current medications that have been prescribed by a NYC H+H clinic provider.

How long does it take if I request a prescription renewal through MyChart?

Many people on your health care team are involved with these types of requests. Every attempt is made to process prescription renewals within 48 hours of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received the following business day.

Why is the request for renewal link missing for some of my medications?

Medications that have been documented – but not prescribed – by a NYC H+H provider cannot be renewed through MyChart. These medication(s) won’t show up on the “Request Rx Refill” page in this case. There also might not be any remaining refills left on your prescription, in which case it would not be available for refill and you would need to call your provider's office.

Return to Top


Test Results

How do I see my test results?

From the home page, hover over the Health folder, scroll down to and click on Test Results. Click on the test result you wish to review. The Test Details page for that test will open.

When can I see my test results in MyChart?

Several tests are released to MyChart as soon as the results are available, with the exception of certain sensitive tests. It may take several days or even weeks for certain tests to be resulted and released to MyChart.

I see some test results but not all of them from all of my physicians. Why?

If you do not see results in MyChart for a particular test, please call the office of the provider who ordered the test and request the release of your information, or set up an appointment to discuss the results with your provider. Not every test result is made available in MyChart.

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. Some test are of a very sensitive nature and are not released to MyChart.

Return to Top

MyChart for My Family

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 their own personal MyChart account and then view information regarding their family member. To request this access, obtain a Proxy Consent Form from your provider’s office and give the completed form to one of our medical facilities.

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

This would depend on the type of proxy access you have and to whom. Once you have logged into your own MyChart account, select a family member for whom you have proxy access to flip MyChart to their information. If you see ‘Message doctor’s office’ under the 'Quick Links' section on the right-hand side of the page, then you can send a message to the provider for that family member. If all you see is 'Review Health summary', then you do not have the ability to send a message through MyChart to that family member’s provider. You would need to call the providers office directly.

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.

Return to Top


Technical Questions

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 activation codes, personal usernames, and passwords. Each person controls their password and the account cannot be accessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

What is your privacy policy?

MyChart is owned and operated by MyChart 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 by MyChart.

I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes, 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 web browser, such as Internet Explorer.

What browser requirements do I need?

NYC H+H MyChart is supported when using the browsers listed below:

  • Internet Explorer 9.0 and above
  • Mozilla Firefox 33.0 and above
  • Safari 6 on Mac/Windows
  • Google Chrome 38.x and above
If you are having issues, please check your browser and update if needed.

Return to Top