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MyChart Frequently Asked Questions (FAQ)

About MyChart
What is MyChart?
How much does MyChart cost?
Getting Started
Who can sign up for MyChart?
How do I sign up for MyChart?
Where do I sign up for MyChart?
I want to sign up for MyChart online. Why do I have to go to a clinic?
How long does it take to sign up for MyChart?
Why do you need my email address?
What if I don't have an email address?
What browsers are supported by MyChart?
Will my MyChart account expire?
Parent Access
How do I view my child’s health record in MyChart?
Can my family share a MyChart account?
How do I get MyChart proxy access?
What qualifies as proof of guardianship for MyChart registration?
Can a foster parent access his/her foster child’s records in MyChart?
I have more than one child at Cincinnati Children’s. Can I view each child’s information through one account?
What happens to my proxy access when my child turns 13, and when my child turns 18?
How does proxy access work in a shared parenting relationship?
Can a child choose to allow one parent proxy access and deny proxy access to the other parent?
Information in MyChart
Who enters information into MyChart?
Can my primary care physician access this information?
Where can I view/print the After Visit Summary from a previous appointment?
What is the difference between the Health Summary and the Health Issues?
Appointments
Can I schedule, change or cancel appointments through MyChart?
Can I receive appointment reminders electronically instead of by mail?
Test Results
How do I view test results in MyChart?
Does MyChart provide interpretation of test results?
Can I view radiology images in MyChart?
Support
How can I get help with MyChart?
What if my code expires or doesn’t work?
I signed up for email alerts but I’m not receiving them. What’s wrong?
Why are some health records not showing in MyChart?
What should I do if I see inaccurate information in my child’s MyChart record?
Why are some of my child’s medications missing from MyChart?
How can I obtain my child’s complete medical record?
Contact Us
Where can I send my feedback or suggestions about MyChart?

What is MyChart?

MyChart offers personalized and secure online access to portions of your child’s Cincinnati Children’s electronic medical record. MyChart allows you to view:

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How much does MyChart cost?

At Cincinnati Children’s, MyChart is provided free to patients and their parents/legal guardian(s).

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Who can sign up for MyChart?

Parents and legal guardians can sign up to access MyChart for their children under the age of 13.

For patients 13–17, parents/guardians can access their child’s account as long as the child signs the MyChart Assent agreement. (This is necessary to make sure adolescents understand that some aspects of their health information will be available to their parents/guardians.) In addition, patients who are 13-17 may sign up for their own personal MyChart account as long as at least one parent or guardian has an account as well. If a child 13–17 declines to sign the Assent agreement, neither the patient nor parents/guardians can access the medical record using MyChart. (Exceptions to this policy are made for children with diminished capacity.)

Patients over age 18 may sign up for their own MyChart account. Typically, parents/guardians cannot have access to the MyChart account of an over-18 patient. Exceptions require proof of continued legal guardianship after the age of 18, or an Adult Proxy Access Form signed by the patient. Adult Proxy Access expires every 18 months and must be renewed in person by the patient.

Relatives who are not legal guardians (siblings, stepparents, spouses, grandparents, etc.) cannot access a patient’s MyChart record.

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How do I sign up for MyChart?

To set up your MyChart account, stop by a Cincinnati Children’s clinic anytime and ask for a MyChart account activation code. No appointment is necessary and you can go to any location, even our neighborhood locations.

If you already received an activation code from a Cincinnati Children’s clinic, follow the registration instructions in the letter you received with the activation code to set up your account. If you’ve lost your letter or activation code, please call 513-636-5019 or 1-877-508-7607 for help.

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Where do I sign up for MyChart?

You can sign up for MyChart at any Cincinnati Children’s clinic at any time (Burnet Campus, Liberty Campus or any neighborhood location). No appointment is necessary. You can also visit the Family Resource Center.

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I want to sign up for MyChart online. Why do I have to go to a clinic?

You must come to a Cincinnati Children’s clinic to receive an activation code for your child’s safety and to sign the necessary paperwork. We want to keep your children – and their information – safe.

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How long does it take to sign up for MyChart?

Registration for MyChart is a two-step process, allowing you to complete your registration when it’s convenient for you. First, go to any Cincinnati Children’s clinic and ask for a MyChart account. This process shouldn’t take long; it just depends on how busy the clinic is. Clinic staff will give you an activation code and instructions. You have 45 days to go online and complete your account activation. It shouldn’t take long, but the account activation has security measures built in to keep your child’s health information safe and secure.

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Why do you need my email address?

Your email address is used to send you alerts about new messages in your MyChart account, such as new lab or test results. Since the messages in your MyChart account may contain private health information, we can’t send the messages directly over email.

We’ll never sell your email address to another company or use it to send you unsolicited information from Cincinnati Children’s.

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What if I don't have an email address?

In order to receive all of the benefits from MyChart, such as appointment reminders and email alerts when new test results are available, you need an email account. You can get one for free from lots of providers; these are some of the most popular:

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What browsers are supported by MyChart?

MyChart currently supports:

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Will my MyChart account expire?

MyChart accounts for Cincinnati Children’s patients will not expire. Parent/guardian proxy access will expire according to these rules:

Cincinnati Children’s reserves the right to deactivate your account if your provider deems it necessary, or if our Legal or Health Information Management department detects suspicious activity (too many logins, inactivity, etc.).

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How do I view my child’s health record in MyChart?

MyChart proxy access allows you to log into your personal MyChart account and view your child’s information.

Due to state and federal laws providing additional privacy rights for adolescents’ medical records, patients between 13 and 17 must sign an Assent Agreement granting permission for a parent to access their medical record. If a child 13–17 declines to sign the assent agreement, neither the patient or parent/guardian can access the medical record using MyChart.

After a patient turns 18, a parent/legal guardian can have continued proxy access to MyChart if he/she can provide Cincinnati Children’s with appropriate proof of ongoing legal guardianship (as in cases of diminished capacity). A patient over the age of 18 may also sign an Adult Proxy Access Form, granting access to other family members, such as a parent or spouse. This type of adult proxy access expires every 18 months and must be renewed by the patient.

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Can my family share a MyChart account?

No. To ensure the safety of your child’s information, patients cannot share an account with a parent and parents cannot share an account. Two parents who both wish to access their child’s information must each sign and submit a Parent/Legal Guardian Agreement and create a MyChart account. If the child is age 13–17, he/she can have a MyChart account also; you will all see the same information. See “How do I get MyChart proxy access” for more information.

If your child is under 12, you can view the information in MyChart together (as appropriate) and use MyChart as an opportunity to involve your child is his/her care.

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How do I get MyChart proxy access?

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What qualifies as proof of guardianship for MyChart registration?

Proof of guardianship is a legal document signed by a judge or magistrate.

For MyChart, proof of guardianship (a legal document signed by a judge or magistrate) is only required for legal guardians of children over 18 to maintain access to MyChart records. In the case of a child over 18 with diminished capacity, legal documentation of the child’s status will be required. If you have questions about guardianship or the acceptable forms of proof, please contact HIM at 513-636-4217.

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Can a foster parent access his/her foster child’s records in MyChart?

No, unfortunately. Foster parents aren’t considered legal guardians, so they can’t access MyChart for children in their care.

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I have more than one child at Cincinnati Children’s. Can I view each child’s information through one account?

Yes. If you have more than one child who has been treated at Cincinnati Children's, you can get proxy access to each child’s account. If you have children age 13-17, they each will need to sign a Cincinnati Children’s Assent form to grant you proxy to their MyChart accounts.

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What happens to my proxy access when my child turns 13, and when my child turns 18?

When your child turns 13

Your proxy access expires when your child turns 13. To ensure you both have ongoing access, your child must sign the Cincinnati Children’s Assent form designating at least one parent/legal guardian as his/her proxy.

After turning 13 your child may create his/her own MyChart account, but must allow at least one parent/legal guardian proxy access.

When your child turns 18

Your MyChart account will expire unless you provide Cincinnati Children’s with appropriate proof of ongoing legal guardianship (i.e., in cases of diminished capacity). A patient over the age of 18 may also sign an Adult Proxy Access Form, granting access to other family members, such as a parent or spouse. This type of adult proxy access expires every 18 months and must be renewed by the patient.

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How does proxy access work in a shared parenting relationship?

Each parent, regardless of their relationship, should have their own MyChart account. To do this, each parent signs a Cincinnati Children’s Parent/Legal Guardian Agreement. Your child will only have to sign one Cincinnati Children’s Assent form, which covers all parents/guardians.

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Can a child choose to allow one parent proxy access and deny proxy access to the other parent?

No. To have a MyChart account, a patient age 13 to 17 (who is not of diminished capacity) must sign an Assent form granting proxy to a parent/legal guardian. The language in the Assent form covers proxy for both parents.

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Who enters information into MyChart?

The information in MyChart comes directly from our electronic medical record, Epic. It’s entered into our electronic medical record by your healthcare providers during your visits to Cincinnati Children’s. If you have concerns about the accuracy of the information in your child’s medical record and/or MyChart, please contact Health Information Management at 513-636-4217 (Monday through Friday, between 8:30 am and 5 pm) or discuss your concerns with your provider during your next visit.

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Can my primary care physician access this information?

No. Only patients and their parents/legal guardians can access MyChart. Cincinnati Children’s offers community physicians other ways to access the information in our electronic medical record.

If you want to discuss the information in MyChart with your primary care physician, we suggest you print the information and take it with you to your next visit. You can also ask him/her to add it your child’s record at his/her office. At the top of most pages in MyChart you’ll see a printer icon; click the icon for a printer-friendly, black and white version of the information. Be careful when printing this information in public locations since it contains your child’s health information.

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Where can I view/print the After Visit Summary from a previous appointment?

Log in to MyChart. Click on the Visits tab at the top of the screen, then click Visit Summaries. Find the appointment for which you want to view the After Visit Summary (AVS) and click on it. The AVS will open. For a printer-friendly view, click on the printer icon in the top right corner.

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What is the difference between the Health Summary and the Health Issues?

The Health Summary provides an overview of the information in MyChart, including health issues, allergies, immunizations and more. The Health Issues section only provides information on the conditions a patient is being treated for at Cincinnati Children’s.

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Can I schedule, change or cancel appointments through MyChart?

At this time, appointment scheduling for follow-up visits is only available for patients who’ve been seen in the Division of Pediatric Surgery, the Division of Endocrinology, the Division of Developmental and Behavioral Pediatrics (DDBP), Transition Medicine, or the Division of Occupational and Physical Therapy (OTPT). We’re working on making appointment scheduling available for all of our families in the future. For all other appointments, please call your clinic or the Scheduling Center to schedule your/your child’s next visit to Cincinnati Children’s.

You can cancel many of your/your child’s appointments through MyChart. If you do not have the option to cancel an appointment through MyChart, please call your clinic or the Scheduling Center to change or cancel appointments.

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Can I receive appointment reminders electronically instead of by mail?

Yes. You can opt to view appointment reminders via email instead of receiving letters. If you opt into receiving reminders via email, you will continue to receive phone reminders, but you’ll no longer get paper reminder letters in the mail.

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How do I view test results in MyChart?

To view the results, click on My Medical Record and select the Test Results link. On the Test Results page, click anywhere within the row to display the results for that test.

If you don’t see your child’s test results, please note:

If you feel that your test results should be available but you don’t see them in MyChart, please call your clinic to discuss the test results or discuss them with your provider during your next visit.

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Does MyChart provide interpretation of test results?

MyChart provides the test result and, where available, a normal range for that test result. Please be aware that the normal range for a test result may not apply to children with certain conditions. MyChart is not intended to replace communication with your provider. Your provider will continue to communicate with you about your test results and the action you should take based on the result.

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Can I view radiology images in MyChart?

Comments by the radiologist about the images can be viewed in MyChart, but the images themselves are not available in MyChart. Please consult your provider if you have any questions about your child’s radiology result images.

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How can I get help with MyChart?

Contact MyChart Support by phone at 513-636-5019 or 1-877-508-7607. Analysts are available Monday through Friday from 8 am to 5 pm to help solve problems. Support is also available by email at mychart@cchmc.org.

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What if my code expires or doesn’t work?

MyChart activation codes are good for 45 days. If your code expires, ask for a new code at any Cincinnati Children’s clinic.

If your code hasn’t expired but doesn’t work, call MyChart Support at 513-636-5019 or 1-877-508-7607 or send an email to mychart@cchmc.org.

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I signed up for email alerts but I’m not receiving them. What’s wrong?

Your email provider might be marking your MyChart emails as junk mail or “spam.” To be sure you receive your MyChart messages, add DoNotReply@cincinnatichildrens.org to your email address book. You should also access your account’s junk mail settings and add CincinnatiChildrens.org to your “safe list” or “trust list.”

If you complete these steps and still don’t receive the reminders you registered for in MyChart, please contact MyChart Support at 513-636-5019 or 1-877-508-7607 or send an email to mychart@cchmc.org.

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Why are some health records not showing in MyChart?

Not all parts of the medical record are available in MyChart. For example, some lab and test results are not available in MyChart because it is important that your provider discusses the results with you.

Our clinics at Cincinnati Children’s began using our electronic medical record at different times. View the list of clinics and when each began using our electronic medical record.

Our inpatient units began documenting in our electronic medical record in January 2010. For discharge instructions for an earlier hospital admission, please contact Health Information Management (HIM) at 513-636-4217, Monday through Friday from 8:30 am to 5 pm. You can also complete the Medical Record Request questionnaire in MyChart. To find the questionnaire, click on the My Medical Record tab at the top of the screen, then select Medical Record Request.

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What should I do if I see inaccurate information in my child’s MyChart record?

MyChart information comes directly from Cincinnati Children’s electronic medical record. If you see something in MyChart you think is inaccurate, please contact Health Information Management (HIM) at 513-636-4217, Monday through Friday between 8:30 am and 5 pm. You can also submit a chart correction request through MyChart. Simply click on the "request a chart correction" link from the page where you found the incorrect information. Please do not report inaccuracies to MyChart Support.

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Why are some of my child’s medications missing from MyChart?

Only the medications we have documented in our electronic medical record that your child is currently taking appear in MyChart. Discontinued medications are not available for viewing in MyChart.

Medications prescribed by non-Cincinnati Children’s providers will not appear in the medication list unless they are documented in your child’s medical record by your Cincinnati Children’s provider.

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How can I obtain my child’s complete medical record?

Please contact Health Information Management at 513-636-4217 Monday through Friday from 8:30 am to 5 pm. You can also complete the Medical Record Request questionnaire in MyChart. To find the questionnaire, click on the My Medical Record tab at the top of the screen, then select Medical Record Request.

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Where can I send my feedback or suggestions about MyChart?

Please send an email to mychart@cchmc.org. All suggestions are reviewed by a member of our team; they will be incorporated into MyChart when possible.

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