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MyChart ® Epic Systems Corporation

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UTMB MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Where do I find MyChart?
What equipment do I need to access MyChart?
How do I sign up?
My Access Code does not work. What should I do?
Why do I need to provide an email address?
Is there a fee for a MyChart account?
Who do I contact if I have further questions?
Your Medical Record
What medical information is available in MyChart?
If some of my health information on MyChart is not correct, what should I do?
Who am I able to send a MyChart medical advice message to?
If I send a message to my clinic care team, when can I expect a reply?
Should I use MyChart to let me doctor know I am in terrible pain?
Are Secure Messages confidential?
When can I see my test results in MyChart?
How can I find out what my lab tests mean so I can undertand what I am reading?
Can I schedule and manage my UTMB clinic appointments on MyChart?
MyChart For My Family
Can I access another person's MyChart account to help manage their healthcare?
Do I need my own MyChart account in order to access someone else's?
Are there age requirements for family access?
What information is available when accessing another person's account?
Why can't I see my teenager's health information in MyChart? I could previously.
My child has special needs which requires that I have access to all medical information in MyChart to manage their healthcare. How do I request this?
Do I have to be a UTMB patient to receive family access?
Billing Summary
Can I pay my UTMB medical bills with an e-check in MyChart?
Why don't I see any of my medical bills from care received before April 6, 2013?
Is it safe to use my credit card on the MyChart website?
Can I pay my family's bills UTMB medical bills through MyChart, too?
Do I call MyChart Support if I have questions about my bill?
After I Have Enrolled
I forgot my password. What should I do?
Where can I update my personal information?
I left my computer while writing a message and my computer logged out of MyChart. Is all my work lost?
I am not getting email notifications for new labs or messages. What should I do to receive the alerts?
Technical Questions
Is MyChart compatible with all browsers?

What is MyChart?

MyChart is a website that allows patients or their proxies to access personal medical information and clinic services on-line, and to communicate with their UTMB health care team. This is a voluntary service, offered as a convenience and courtesy by UTMB Health to patients who receive care from UTMB providers. MyChart should only be used for non-urgent issues, and never in an emergency.

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Where do I find MyChart?

MyChart is available through a secure internet connection at www.utmb.edu/mychart

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What equipment do I need to access MyChart?

You will need a personal computer running a Microsoft Windows or Apple Mac operating system. Your computer will need an internet connection with a web browser capable of supporting 1258-bit US encryption. You will need an Internet Service Provider (ISP) and a personal email address.

You can also access MyChart from your Apple or Android smart phone once you have activated an account! The free MyChart app is available from your app store.

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How do I sign up?

UTMB Health patients 18 years and older may request to activate a MyChart account.

Sign up options:

1. Sign up during your next clinic appointment- Ask a nurse or provider to help you activate an account!

2. Ask the front desk Patient Services Specialist for an access code at check-in. Or find your access code on your After Visit Summary (AVS) following your appointment.

3. Request an Account from the MyChart website- an access code and instructions will be sent to the email address you provide.

To activate your account online, you will need your access code and your Medical Record Number. You will need to create a MyChart ID which you will use every time you log into MyChart. Be sure to create something you can remember. You are not able to change your username once created.

You will create your own personal password which should not be shared with anyone, and provide a security question and answer. These are there to protect your personal health information. Finally, you will be asked to provide an email address.

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My access code does not work. What should I do?

For your security, the access code you were issued expires after 90 days and is only valid for one-time use. The access code must be entered exactly as it is given, so you must use capital letters when entering it. Upon activation of your MyChart account, this code expires and may be safely discarded.

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Why do I need to provide an email address?

A current email address is required when you activate your account. A simple 'tickler' message will be sent to this email address to alert you when new information has been posted to your account. No personal medical information is sent within these email alerts. You will receive an alert when you have a new message or a new test result in MyChart. You then know to log-in to MyChart.

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Is there a fee for a MyChart account?

There is no cost to activate an account and use MyChart to access your personal health information.

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Who do I contact if I have questions or problems using MyChart?

If you have questions regarding information contained in your medical record, please contact your clinic directly by sending a MyChart secure message, or telephoning the clinic. They will assist you with any clinical questions you may have.

For website and technical questions, please contact the MyChart Patient Support team at (409) 77-CHART.

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What medical information is available in MyChart?

MyChart provides access to portions of your medical information stored in your UTMB Health electronic medical record. This includes things such as your allergies, immunizations, prescriptions, test results, diagnoses, preventive care needed, appointments, demographics and billing information.

MyChart does not display all information in your medical record. Each feature page will describe the information available to you. If you need information or services beyond what is available to you on-line, please call your clinic. If you need a complete copy of your medical record, please contact UTMB Health Information Management at (409) 772-1965 for information about the Release of Information process.

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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 UTMB Health electronic medical record. No information is stored in MyChart. When viewing information within MyChart you may notice information this is missing or incorrect. If this occurs, please report it to clinical staff or your provider, by sending a MyChart secure message or at your next clinic visit. The information will display in MyChart once your medical record has been updated.

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Who am I able to send a MyChart medical advice message to?

You may only communicate with established providers via MyChart. Therefore, you will find the names of all providers you have seen in the past 24 months, and may send any of them a message. A provider's name will automatically drop off of your list when more than 24 months have passed since your last clinic visit. You may always send a message to the MyChart Nurse, who will be happy to assist.

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If I send a message to my clinic care team, when can I expect a reply?

You may send non-urgent messages to clinics where you have been seen in the past two years. Clinical staff or your provider will reply to your message. Please allow 2 business days for a response. These days may be extended by UTMB recognized holiday closures.

MyChart is not for urgent needs. Never use it in an emergency. If you experience a life threatening emergency, call 9-1-1. If your need is urgent and requires an immediate response, call your clinic instead of sending a message.

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Should I use MyChart to let my doctor know I am in terrible pain?

In the event of urgent medical concerns, please do not use MyChart. Please call the clinic to speak with a clinical staff person. If you have any of the following symptoms, you should seek immediate medical attention by calling 9-1-1.

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Are Secure Messages confidential?

Messages you send will route first to your provider's clinical staff. A clinical staff person will either complete your request or forward on to your provider for resolution, based on the subject matter of your message.

In the course of your care, it is not uncommon that UTMB staff involved in your care may access your medical information. Strict UTMB policies and processes are in place to assure the protection of our patients' personal health information against unlawful access, including the ability to identify the occurrence and the violator.

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When can I see my test results in MyChart?

Labs collected and processed at UTMB will be available automatically the morning after they have been sent to your provider. In some cases, you may receive your lab results before your provider has had the opportunity to review the results. If you have questions or concerns about a result, please allow your provider 48 hours to review the results and respond to you. If you have not received communication from your provider after 48 hours, send a secure message to discuss your concerns and a plan of care. Your provider will be notified of any critical lab values and will contact you immediately. No need to worry!

Pathology and Radiology imaging reports are available automatically 4 days after the provider has received them. Not all studies are completed in the electronic medical record therefore these results will not be available in MyChart. These reports will be available to you by telephone or U.S. mail.

Labs resulted during your inpatient stay will be released 24 hours after being sent to your provider.

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How can I find out what my lab tests mean so I understand what I am reading?

While in MyChart on your test result page, click on the link About This Test. This will take you to health information options, from which you may select your specific lab result to read more detail. You may also try searching with an internet search engine like Google.

Review the list of your Upcoming Appointments. If you need to change the date and time of a scheduled appointment, select the appointment and Cancel it. Then request a new appointment to replace the canceled. There is no reschedule feature in MyChart; only request and cancel.

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Can I schedule and manage my UTMB clinic appointments on MyChart?

Log in to MyChart and open your Appointment menu. To schedule an appointment click Request an Appointment and complete the request information. Your request will route to schedulers who will look for an appointment which best meets your request, and will communicate appointment availability back to you. Select the appointment most convenient to you and schedule.

Processing labs often have their own unique name for a lab test, so you may not be able to search and find information on a particular test. In that event, send a secure message to your clinic team with a request for further explanation of the specific lab test and the meaning of the results.

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Can I access another person's MyChart account to help manage their healthcare?

Family Access, also known as proxy, allows a person to access data in another person's medical record. This may be a child, spouse, parent, or other person for whom you are caring.

The subject is the person whose chart is being accessed. The delegate is the person who wants access to the chart. The subject must give permission for the delegate to have Family "Proxy" Access. No one should ever access another person's MyChart account unless it has been linked to their own through family "proxy" access. To request family "proxy" access, from the MyChart homepage click on the "Get MyChart Access Here" link and follow the instructions under the "I want access to someone else's MyChart" section.

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Do I need my own MyChart account in order to access someone else's?

Yes! You will need to create your own MyChart account and then after logging in, will find individual folder tabs linking you to your family members' accounts. You can only access someone else's account through your own MyChart account.

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Are there age requirements for family "proxy" access?

Only adults 18 years and older may have a MyChart account. Children may not use MyChart, but their parents may access the child's medical record using MyChart family "proxy" access. Only the biological parents and legal guardians may have access to a minor child's account.

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What information is available when accessing another person's account?

When accessing accounts for children ages 0-13, or adults age 18 or older all MyChart standard features are available. These include:

When accessing accounts for children ages 14-17, the access is restricted as follows:
Available features: Immunizations, Preventive Care, Secure Messaging, Appointment Requesting, Billing and Demographics.
Not Available: Test results, Medications, Allergies, Health issues, Past Appointments.

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Why can't I see my teenager's health information in MyChart? I could previously.

The privacy of adolescents is protected under State of Texas family law and therefore access to portions of the adolescent child's medical information is not available in MyChart. This partial access becomes effective on the child's 14th birthday. At age 18 all family access is terminated and the adult child subject must give permission for the parent to have access to the record by submitting a MyChart Family Access Request form. The parent will then receive family access with full adult view to the adult child's chart. From ages 14-17, the parent may contact the Health Information Management (HIM) Department at (409) 772-1965 to request the release of medical records (protected health information) no longer accessible via MyChart.

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My child has special needs which requires that I have access to all medical information in MyChart to manage their healthcare. How do I request this?

If your minor child has documented special needs, please request PARENT-SPECIAL NEEDS MINOR access on the Family Access Request form. This request and your minor's medical record will be reviewed by a pediatrician and will be granted if documentation supports full access to the minor's medical information based on the minor's needs, regardless of age. When the minor child reaches age 18, family access is automatically terminated.

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Do I have to be a UTMB patient to receive family access?

Non UTMB patients will receive instructions for activating a non-patient MyChart account. Since the delegate is not a UTMB patient, only the links to the UTMB patient records being accessed will be available in the non-patient account. Return to Top

Can I pay my UTMB medical bills with an e-check in MyChart?

Only credit card payments may be made in MyChart to pay using an e-check, visit UTMB Health Web Pay and select e-check as the payment type. You will also find a link to UTMB Health Web Pay at the top of the Account Payment page within MyChart.

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Why don't I see any of my medical bills from care received before April 6, 2013?

UTMB launched a new Epic billing system on April 6, which is integrated with our Epic electronic medical record. This change is why it is possible for you to now see all of your charges and statements in MyChart. However, any care billed through our old billing system prior to April 6 will not be available in MyChart. You must continue to pay these bills by mailing a check or online at UTMB Web Pay.

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Is it safe to use my Credit Card on the MyChart website?

Yes. Credit card information is never stored on the MyChart site. You will be asked for your credit card each time you pay a bill in MyChart.

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Can I pay my family's bills UTMB medical bills through MyChart too?

Yes, but you must first have family access to your family members' MyChart accounts before you can pay their bills. If you do not already have family access, complete and submit a MyChart Family Access Request form.

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Do I call MyChart Support if I have questions about my bill?

No, for questions related to your bill you should contact Billing Office Customer Service at 409-747-1099 or 1-800-435-1871. While in MyChart, you may send a question directly to Billing Customer Service by clicking the link at the top of Billing Account Detail page, or by selecting Ask Customer Service from the Message Center menu on the left of the screen. Choose "Billing Inquiry" for the 'Regarding' field.

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I forgot my password.

Contact the MyChart Support Line at 409-77-CHART (409-772-4278), for password assistance 24/7.

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Where can I update my personal information?

Log into your MyChart account and from the left menu select Preferences and make the changes desired. From Preferences you can update your address, your insurance information, your PCP, and your email address and change your password.

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I left my computer while I was writing a message and my computer logged me out of MyChart. Is all my work lost?

If you remain logged into the system with no keyboard activity for more than 20 minutes, MyChart will automatically log you out. This is done to protect your personal health information from being viewed on an unattended computer by anyone other than you. We recommend you complete your task and log out of MyChart before leaving your computer for even a short period of time.

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I am not getting email notifications for new labs or messages. What should I do to receive the alerts?

Verify that the email we have on file for you is correct. Log in to your MyChart account and from the menus on the left click on Administrative. 'Demographics' lists your personal information on file in your medical record. Review the information and if the email address is old or incorrect, click on Change Email Address and provide your correct, current email. If your email address is correct, add No.Reply@utmb.edu to your email contact list to prevent emails from being blocked or routed to our spam folder.

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Is MyChart compatible with all browsers?

MyChart has been targeted to work with the following web browsers: