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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 or nurse, when can I expect a reply?
Can I schedule an appointment with my doctor?
MyChart For My Family
Can my spouse and I share one MyChart account?
Can I view my child’s health records?
Can I view an adult family member’s health records?
Can I get access to my child’s or family member’s MyChart account if I don’t receive my healthcare at Contra Costa Regional Medical Center & Health Centers?
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
My activation code does not work, what should I do?
Is my activation code my user ID?
How is MyChart secure?
What is your privacy policy?
What do I need to use MyChart?
What browsers work well with MyChart?
What operating system do I need on my computer to use MyChart?
When I type in the Web address “MyChart.cchealth.org,” it doesn’t take me to the MyChart website. What is wrong?
I’m still having problems connecting to MyChart. What else could be wrong?
OK, now I’m logged into MyChart, but I can’t view some documents. Why?
I was logged out of MyChart, what happened?
The site is automatically logging me out without notifying me first. Why am I not being warned?
I just typed a long message to my doctor. When I went to send it, I got a timeout message, and I lost the entire message. What should I do?

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:

  • Schedule medical appointments.
  • Communicate electronically and securely with your primary care team.
  • View your current health issues from the MyChart electronic health record.
  • Request prescription refills.
  • View selected test results.
  • Access trusted health information resources.
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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 log in 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. Or you can contact the MyChart help desk at 1-844-622-5465 or contact us using email by clicking here: MyChart Support Staff.

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Who do I contact if I have further questions?

You may call our MyChart Support Line at 1-844-622-5465.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account after your doctor/nurse practitioner has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via MyChart?

Your doctor/nurse practitioner is able to determine which types of test results are able to be accessed through MyChart.

Most test results are available on MyChart. However, state and federal law prohibits test results for sensitive conditions such as HIV, reproductive health and cancer from being displayed online. Patients will be given test results for these sensitive conditions either during a followup appointment or by a phone call from a health representative. If you have questions about your test results, you can send a message to your primary care team or call an advice nurse at 1-877-661-6230.

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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. Ask your doctor to correct any inaccurate information at your next 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 3 business days. Please note that MyChart should not be used for urgent situations. For medical advice, please call the Advice Nurse line at 1-877-661-6230, and select option 1. If this is a medical emergency, dial 9-1-1.

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Can I schedule an appointment with my doctor?

Yes! You can schedule regular office visits with your own primary care provider or urgent-care appointments with any available doctor. Parents or guardians with family-access privileges can also schedule well-child checkups for their children under 12.

Please keep in mind that you can only use MyChart to schedule appointments with you or your child’s primary care provider. To schedule other appointments, please call the appointment unit at 1-800-495-8885.

We only make a few appointments available for online scheduling each day. If you do not find your preferred day or time on MyChart, please call the appointment unit (1-800-495-8885) to check for other available times.

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Can my spouse and I share one MyChart account?

No.

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Can I view my child’s health records?

Yes, you can for children up to age 11 through our family access program (also known as proxy access). Parents and legal guardians can submit a proxy-access request online from their own MyChart accounts. Once authorized, you will have access to your child’s health records on MyChart until his or her 12th birthday. Please note that foster parents cannot get proxy access for children in their care at this time.

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Can I view an adult family member’s health records?

Yes, under certain circumstances patients can give permission to another adult (e.g. a spouse, adult child or caregiver) to view their medical information through our family access program (also known as proxy access). The patient must complete and sign a form authorizing another person to access their health records on MyChart. The completed form must be submitted to the Health Information Management department at Contra Costa Regional Medical Center or one of our health centers. The form may need to be submitted with one of the following documents: marriage certificate, court order appointing guardian, letters of guardianship, durable power of attorney for healthcare or an advanced healthcare directive. The patient can revoke proxy access at any time.

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Can I get access to my child’s or family member’s MyChart account if I don’t receive my healthcare at Contra Costa Regional Medical Center & Health Centers?

Yes.

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I forgot my password. What should I do?

You may contact our MyChart Support Line at 1-844-622-5465 to request a new, secure password.

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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?

Contact us at 1-844-622-5465 and after we verify your information we will email or text you an activation code.

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

Log into MyChart. Hover over the Profile icon at the upper right, then click on "Personal Information".

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

Your activation code expires after 45 days and is no longer valid after the first time you use it. If you still have problems, call our MyChart Support Line at 1-844-622-5465.

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Is my activation code my user ID?

No, your activation code is not your MyChart username or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 45 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID (username) and password, and you will no longer need your activation code.

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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 activation codes, personal ID's, 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 Contra Costa 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 to any other entities.

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What do I need to use MyChart?

You need an activation code, and access to a computer connected to the Internet with an up-to-date browser (such as Internet Explorer 9).

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What browsers work well with MyChart?

MyChart works well with Google Chrome 38.x and above, Mozilla Firefox 33.x and above, and Safari 6.x on Mac computers. Javascript MUST be enabled on your browser to use MyChart.

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What operating system do I need on my computer to use MyChart?

Windows 7 Enterprise x64 with SP1, Windows 7 Enterprise x64, Windows 7 Professional, Windows XP Professional SP3 x86, Mac OSX v10.5 and above.

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When I type in the Web address “MyChart.cchealth.org,” it doesn’t take me to the MyChart website. What is wrong?

If you don’t type “https://” at the beginning, some web browsers may try to use a Google or Bing search to find MyChart instead of going to that web address. If that is happening to you, try putting the “https://” at the beginning of the web address.

Another possibility is that you may be inadvertently typing “MyChart.cchealth.org” into the search bar instead of the Web address (or URL) bar on your browser. Make sure that you are using the top left-hand URL bar, and not a search bar when you type in your web address.

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I’m still having problems connecting to MyChart. What else could be wrong?

Your Windows Firewall or your anti-virus software may be preventing you from connecting to MyChart. Look at the settings in your anti-virus software to see if there is a place to “white-list” websites, or enter exceptions so that they aren’t blocked. If so, put in the web address for MyChart and see if that takes care of the problem.

It is possible that your security settings on your browser won’t allow some scripts to run, or won’t allow you to connect to a site if it has been redirected. If that is the case, you need to change the security settings in your browser to add exceptions to allow you to get to MyChart.

Some security programs may stop content from websites that have Javascript or Active X scripts in it. Since MyChart uses Javascript, this feature may need to be configured to allow the content from MyChart to run.

There are so many possibilities, it is impossible to cover all of them here, but these are the most common problems.

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OK, now I’m logged into MyChart, but I can’t view some documents. Why?

Some documents on MyChart are pdf documents, and those require that you download and install Adobe Reader onto your computer.

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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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The site is automatically logging me out without notifying me first. Why am I not being warned?

If your pop-up blocker is enabled on your browser, it will prevent you from seeing the message warning you that you are going to be logged out. If that happens to you when you are using MyChart, you need to set your pop-up blocker to allow pop-ups from MyChart. To do that, you usually would click on the notification from the pop-up blocker, and set it to allow pop-ups from this site.

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I just typed a long message to my doctor. When I went to send it, I got a timeout message, and I lost the entire message. What should I do?

Unfortunately, at that point, you cannot get your message back. Here are a few suggestions:

If possible, keep your message short so you can send it within the timeout period (15 minutes).

If you want to send your doctor a longer message, you can extend your online session when you receive a pop-up notification. (Make sure your browser is set to allow pop-ups from the MyChart website.)

Another option is to write your message in a program like Notepad or MS Word before you go into MyChart. When you’re done, copy and paste the message into MyChart and send it to your doctor.

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