Updated May 2021 Page 1
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. What is myChart?
A. myChart is an easy-to-use secure website that gives you access to your health information. With myChart, you can
view your medications, test results, health summary and immunizations, as well as access other services such as
requesting prescription renewals and communicating with your care team.
Return to Top
Q. Is there a fee to use myChart?
A. No. myChart is a free service offered by UMass Memorial Health (UMMH) to patients, as well as their designated
myChart proxy whom they wish to share their information with.
Return to Top
Q. What do I need to use myChart?
A. You will need access to the Internet, via either a computer, laptop or a mobile device like a Health or smartphone, as
well as an up-to-date browser (such as Chrome, Firefox, or Safari). Please note that Internet Explorer is no longer a
supported browser for use with myChart. You will also need to create a secure username and password and provide an
email address for receiving notifications.
Return to Top
Q. Who else can see my myChart information?
A. No one else can access your myChart account. However, your provider and care team can see your health
information through the electronic medical record maintained at the clinic and/or hospital so that they can care for you.
Other people will not be able to see your myChart information unless you give them permission via myChart Proxy
access or via Share my Record on the My Record submenu of Your Menu.
Return to Top
Q. Is my information in myChart secure?
A. Yes. myChart is secure, which means your information is safe and protected. We follow strict federal and state
confidentiality laws and have the highest security measures in place to protect the privacy of your information. Access
to information is controlled with usernames and passwords. Unlike conventional email, all myChart messaging is done
while you are securely signed into the myChart website. We utilize two-factor authentication when using the forgot
password function. As an opt-in feature, we also offer two-factor authentication for all access to myChart.
Return to Top
Q. Is myChart offered at all UMass Memorial Health locations?
A. Yes. All UMass Memorial hospitals and clinics offer myChart. With one myChart account, you can view information
from any UMass Memorial location in one record/location.
Return to Top
Updated May 2021 Page 2
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. Who can sign up for myChart?
A. You must be a UMass Memorial Health patient and at least 16 years old to sign up for a myChart account. This does
not mean your primary care provider has to be a UMass Physician. You can benefit from using myChart if you have your
Laboratory or Radiology testing done at a UMass Memorial Health site.
If you are not currently a UMMH patient but you have a loved one who is, you can call 855-UMASS-MD (855-862-7763)
to request registration and an activation email. This is a prerequisite for becoming a myChart Proxy.
Return to Top
Q. How do I sign up for myChart?
If you have a smartphone, upon check-in to your provider appointment you should receive an Instant Activation email.
Upon receipt, you can create your username and password all while sitting in the waiting room. You can then download
the mobile application and begin reaping the benefits of direct access to your electronic medical record. (see
instructions to download later in this document). If you did NOT receive the email, please ask the office staff to send
you the activation email post confirmation of your email address.
You will also receive this activation email after scheduling an appointment, again provided you have a valid email
address on file.
When scheduling an appointment, if you are not asked for your email address please ask the registration person to
update your email address and send you an activation email, from which you can signup.
There is a 14-day expiration on this activation invite.
OR
You can contact 855-UMASS-MD and they can send you an activation email, after confirming your identity.
OR
You can also go directly to the myChart website at myChart.umassmemorial.org to sign up. We use a secure, 3
rd
party
identification tool for self-signup. You must answer unique identifying questions about yourself, as well as match the
name, date of birth and other fields that we have on record for you.
Q. I have an activation email from my provider’s office, but it’s not working?
A. For your security, activations are only valid for 14 days. You can sign up at your next provider’s office visit or contact
your provider’s office and ask them to send you a new activation email. You can also call 855-UMASS-MD (855-862-
7763) to request a new activation email.
Return to Top
Q. Can my spouse and I share one myChart account?
A. No. Due to the sensitive nature of the information, each adult must establish their own myChart account with a
unique username, password, and email address. If your spouse allows, you can obtain myChart Proxy access to his/her
account from your myChart account. This is done by your spouse’s provider’s office. You can even INVITE your spouse
to have access to your myChart account, provided they have their own myChart account. See Proxy section.
Return to Top
Updated May 2021 Page 3
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. Can I share an email address with a family member (for myChart account)?
A. Although this is technically possible, we do NOT recommend using the same email address. Due to the sensitive
nature of the information and potential confusion with email notifications, each adult should establish their own
myChart account with a unique user name, password, and email address.
Return to Top
Q. Can I send a message to my provider through myChart?
A. Yes. Messages will be sent to clinical support staff at your provider’s office who will answer your question or share
with/send to your provider for response. Available providers are those listed on your care team with whom you have
had an appointment in the last 3 years. Your provider is always available to message to, provided s/he is a UMMH
provider. Please limit message content to ONE Subject per message so that staff can best triage and respond. You can
send multiple messages if you have multiple questions or concerns.
You should expect a response within 2 business days – if that is not acceptable, then please call your provider’s office
instead of sending a message.
NOTE: myChart should NOT be used for emergency situations. Please call 911 if you have an emergency.
Return to Top
Q. Can I attach a picture to a message to my provider through myChart?
A. Yes. When sending a message to your provider’s office, you can attach an image. This image WILL be added to your
electronic medical record, so it should only be related to the clinical question that you are asking. There is a maximum
size of 5 MB, and a maximum of 3 images - so there are limitations.
Return to Top
Q. I’m not receiving myChart notifications in my personal email – why not?
A. First, check your email address in Personal Information – we know patients sometimes change their email addresses.
It could also be that your email provider is filtering them to a spam filter – please check that folder. If you use the
mobile application on your phone, you can have it send PUSH notifications which may work better for your means of
notification than the emails.
Return to Top
Q. Can I print information from myChart?
A. Yes. You can print information in an easy-to-read format by selecting the printer icon from the web application.
Printing is not available from the mobile application, nor can you take a screenshot from the mobile application.
The print icon is located at the top right-hand corner of the pages that contain health information. This makes it easy to
share health information with a non-UMass Memorial provider, an employer or school. You can also download the
information by selecting the Download My Record option in the Document Center activity in the My Record submenu of
Your Menu.
Return to Top
Updated May 2021 Page 4
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. What if I see something (result, appointment, medication) in myChart that I don’t believe is mine?
A. myChart is a window into your UMMH chart/record – it is not a separate location of data. If you have questions or
concerns about the information in your myChart account, please contact your provider. Only your provider can
authorize changes to your medical information.
You can also send a Non-Medical Question message and select Patient Chart Correction Request from the Regarding
field.
Return to Top
Q. How can I request a printed copy of my health record?
A. There is a lot information that can be printed and/or downloaded from your myChart record. However, if you would
like to request a copy of your formal record, you can request from the Health Information Management department. This
activity is found on Your Menu under the My Record submenu. When HIM fulfills the request, you can then download
and print or send to another provider.
Return to Top
Q. When can I see my test results in myChart?
A. In general, your test results are released to your myChart account within 4 hrs. of the result being finalized. This may
mean that you see a result before your provider has had a chance to contact you. This means that you may see results
even before your healthcare provider has seen them. Some test results may be hard to understand. Other results may
show a serious disease, like cancer. Most patients look up their results immediately. Others may prefer to wait until their
provider’s office contacts them. If you have not heard within a few days, or if you cannot wait, you may want to contact
your provider’s office before viewing the results on your own.
If your result displays outside of the normal range, this does not necessarily mean your result is clinically significant. Your
provider will be in contact with you as soon as possible if there is concern.
Return to Top
Q. Will I be able to see all of my test results in myChart?
A. Yes. Although, your provider may delay some test results for if he/she would like to speak with you first.
Return to Top
Q. Will I be able to see the notes the provider wrote from my last visit?
A. Yes, for the most part. We are not currently sharing notes from Behavioral Health visits and are not sharing for all
providers yet. Full note sharing will be available in April 2021.
Return to Top
Updated May 2021 Page 5
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. Can I schedule an appointment using myChart?
A. Yes. We have turned on the ability to schedule an appointment for selected providers/practices. We have approx.
300+ providers and continue to add more. If your provider has been added to online scheduling, you can book an
appointment with your primary care provider or any provider with whom you’ve had an appointment in the last 3 years.
You will NOT be able to book with a provider that is new to you. To Schedule an appointment with a new provider, visit
www.ummhealth.org and select either FIND A DOCTOR, MAKE AN APPOINTMENT or BOOK NOW. You can also get on a
wait list for an earlier appointment by selecting that option at the end of booking or at a later time by accessing your
appointment details under Appointments.
We also have ZOOM Video Visits. You can not schedule these yourself at this time but may be able to in the future.
Return to Top
Q. Can I cancel an appointment using myChart?
A. Yes. You can cancel or reschedule most appointments using myChart up to the time of your appointment. You can
also view future and past appointments. In some cases, you may see a message indicating that your department/clinic
also requires a call to cancel the appointment. If you cannot see the option to cancel, that is because the department
requested that cancellations be done by calling them.
Return to Top
Q. Can I have a Video Visit with my provider if I don’t want to have to come into the office?
A. Yes. Whether your situation allows for a Video Visit will be decided by your provider. But starting July 13, 2020 we
have ZOOM as our Video Visit platform. Although similar in functionality, this is not the same version of ZOOM that you
might be using with your family and friends. UMass Memorial uses a special Healthcare version with privacy protection.
Also beneficial is that it’s used with myChart, you can begin your video visit from your appointment in your myChart
account. You can also participate in video visits if you are a myChart proxy for your loved one. Simply navigate to their
myChart from yours and begin video from the appointment details.
NOTE: to conduct a Video Visit, you must complete the PreCheck-in step in myChart. This can be done up to 3 days in
advance.
Return to Top
Q. I don’t see the PreCheck-In button on my upcoming appointment?
A. We do not allow PreCheck-In until 3 days prior to the appointment. This is because we want to assure that the
information you update is current. We also want your clinical updates to be reviewed with/by the provider whom you
are seeing in the next week (at the appointment).
Return to Top
Q. I see a To Do item for something that it says I am overdue for. What am I supposed to do with these?
A. We have started providing reminders for health and wellness recurring checks (procedures or tests). If you select the
[Request This] button to the right, you can send a message to your PCP to coordinate getting it done/scheduled. If your
PCP is not a UMMH provider, we are working to suppress these as your PCP, not a specialist, coordinates these efforts.
Return to Top
Updated May 2021 Page 6
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. Where can I update my personal information (e.g., contact info, race, ethnicity, preferred language)?
A. You can update your information by signing into myChart. Select Personal Information from Your Menu. There are
multiple sections which can be edited to allow modifications which will then update your UMMH chart.
Return to Top
Q. Can I add clinical information/history to my myChart record?
A. Yes. During an appointment PreCheck-In, you can update information such as your address, billing information,
medication, current health issues, and allergies. However, this information is reviewed by a UMass Memorial Health
staff member who does the actual update. This update may not be visible to you in myChart as it will be reviewed
with you by your provider at your next visit. If you want to add information about your health care that took place
someplace other than UMass Memorial Health, you can setup a Personal Health Record in myChart. This feature
allows you to keep your own permanent record of your healthcare. From within your myChart record, select the
Personal Health Record (Lucy) activity on Your Menu.
Return to Top
Q. Can I add my own picture or pictures of my family members on the proxy profile pics?
A. Yes, you may already see a picture of yourself taken during one of your/your proxy’s UMass Memorial Health visits.
This is used to help our staff identify patients. You can now ADD your own photo which you will see immediately but
will not be added to your UMMH chart until your next visit. Upon check-in, staff will review your submitted photo and
determine if appropriate. This can be done via the PERSONALIZATION activity – be sure to pay attention to the
photograph requirements and Tips for taking a high-quality photograph.
Return to Top
Q. Can I pay my bill online?
A. Yes, you may pay your bill (or you child’s bill) online via myChart. Sign on to myChart and select the notification in
the center of the page under “You might Want to…”, which alerts you to an outstanding bill OR Select Account Summary
from Your Menu and look for the green PAY button.
Be sure to access your own chart and not your child’s when you are a proxy wanting to pay their bill. Please note if you
are not the guarantor, you may not be able to pay your child’s bill from myChart. You may contact the Billing office 508-
334-1840 or 855-UMASS-MD and they can assist with a modification to your child’s chart which will allow you to pay via
myChart OR you can use our PAY AS GUEST feature.
The PAY AS GUEST feature allows spouses, family members and others to make online patients on behalf of the loved
one without the need for a myChart account. You can find this option on the myChart Log in page or from Your Menu
inside of myChart.
You can also authorize Copay payments during the PreCheck-In for upcoming appointments (your credit card will not be
charged until you present at the appointment).
Return to Top
Updated May 2021 Page 7
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. Can I attach my insurance card to my account for staff to see?
A. Yes, during PreCheck-In for an upcoming appointment you can attach a copy of your insurance card.
a) If you have the mobile app for your health insurance which provides electronic versions of your insurance card
you can now upload that to your myChart account in preparation for your upcoming appointment insurance.
b) If you don’t use the mobile app, you can scan your insurance card and attach it to your account using the web
application as well. Either way, you can save yourself time for an upcoming appointment by providing UMMH
with an electronic version of your insurance information.
Return to Top
Q. Can I be texted with reminders instead of getting emails?
A. No, the texting feature is currently not available (but we are planning to offer this later in 2021). We do provide
PUSH notifications if you use the mobile application. This feature is enabled from the UMMH myChart. If you do NOT
want push notifications from myChart, disable them via Settings on your personal phone.
Return to Top
Q. I forgot my myChart password. What should I do?
A. Select the "Forgot Password" link on the UMass Memorial Health myChart sign in page to reset your password online.
You will be asked to provide your username and Date of Birth. You will then receive an email or text with a code that
you can then enter and will be prompted to create a new password.
You can also contact our myChart Support Line at 855-UMASS-MD (855-862-7763) for assistance.
Return to Top
Q. I was signed out of myChart, what happened?
A. Protecting the privacy and security of your information is very important to us. You will automatically be signed out
of myChart if your activity remains idle for 15 minutes or more (activity is typically considered keystrokes on a keyboard
or any navigation on a mobile device). We recommend that you sign out of your myChart session if you need to leave
your computer/mobile device for even a short period of time.
Return to Top
Q. I can no longer see my child’s health information in myChart?
A. myChart access changes for the parent (proxy) accessing their child’s information as the child gets older. When a
child turns age 13, the level of access for what the parent can see is reduced.
When the child turns 18, the parent (proxy) will no longer have access to the child’s myChart account. If the adult child
(older than age 18) would like the parent to have access, they can grant them access from their own myChart account in
the Share my Record activity.
Return to Top
Updated May 2021 Page 8
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. Can I get access to another person’s information via myChart?
A. Yes. This is called myChart Proxy access and allows a parent, legal guardian, or other adult to sign into their personal
myChart account to view information regarding their family member or other requested patient.
The designee must create a myChart account to view the patient’s record. What information can be seen depends upon
the age of the patient and the level of access you have been granted. If you have any questions about what you
can/cannot see, speak to a member of your care team at your provider’s office.
To request access, complete the appropriate Authorization to Access a myChart Record form available at
myChart.umassmemorial.org and return it to the patient’s provider’s office. There is an Adult to Adult and an Adult to
Child form, depending on the access needed.
The form may also be completed while at the provider’s office. Proxy Guidelines, as well as the TWO Forms; Adult-Adult
and Adult-Child can be found at myChart.umassmemorial.org. The patient can complete the form (including signature)
and bring it to their next visit with their provider (or drop off at their provider’s office). They can also get the form from
their provider’s office or if you are a child’s legal guardian, the office can simply add you during your child’s next visit.
If the proxy requesting is not currently a UMMH patient, then the proxy must call 855-UMASS-MD (855-862-7763) first
to get ‘registered’. The agent at 855 will also send the proxy an activation email which requires only 3 steps to
complete. Once the proxy has setup their myChart account, then the patient’s provider’s staff can complete the proxy
setup.
A patient WITH a myChart account can also now INVITE another family member that also has a myChart account to have
proxy access. This is done via the Share My Record activity.
Return to Top
Q. The myChart mobile application won’t let me in, after I signed up?
A. After setting up your account, if you are unable to sign on to the mobile application this could be because you
selected the wrong organization during the download process. Select the top right for options and select “Manage
Providers”. Make sure you select UMass Memorial Health.
Return to Top
Q. I have a myChart account from another hospital, can I link the accounts in any way?
A. Yes, Visits Summaries from other organizations may appear in VISIT SUMMARY alongside your UMMH visits. You will
be prompted with a new linking screen when signing into myChart. This will display other organizations where you have
been and to which UMMH has created a link. You can also find this via the Share My Record Activity under the My
Record submenu of Your Menu.
Feel free to speak with your UMMH provider at your next visit to establish links to your visits at other organizations not
currently linked. And, you don’t even have to have setup a myChart account at the other organization.
NOTE: Not all Epic organizations are at the same version and might not have all the same features and functionality.
Return to Top
Updated May 2021 Page 9
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. How do I get the myChart mobile application on my phone?
A. After setting up your account from a laptop or a computer, you can then download the myChart application from
iTunes or Android Play Store.
From iTunes or the Android Play Store, enter MyChart in the search field. Find and select the MyChart entry with the
following icon.
Open the newly loaded MyChart application and read/accept the Epic terms. When prompted to allow the application
to access your location, select YES so that you can see all of the Epic Healthcare organizations near you (else you will
have to search through all 50 states). Find and select the UMass Memorial Health logo.
and you are now ready to sign in and begin using your myChart mobile application.
UMMH recommends setting either a fingerprint or code with the mobile application on your phone for ease of access
and added security.
Return to Top
Q. I was told that I need to download the ZOOM application, how do I do that?
A. From your personal device, you can then download the myChart application from iTunes or Android Play Store.
From iTunes or the Android Play Store, enter ZOOM in the search field. Find and select the application with the
following icon.
Once you have downloaded the ZOOM App you do not need to Sign -Up, this will automatically open once you are in
myChart starting the Video Visit – it connects behinds the scenes.
After downloading ZOOM, you can test that it works correctly on your device by starting a test ZOOM by navigating to
Navigate to https://ZOOM.us/test
Return to Top
Updated May 2021 Page 10
MYCHART
FREQUENTLY ASKED QUESTIONS
Q. I use Apple Health, does myChart communicate with the application at all?
A. Yes, you can have your health record saved locally on your iPhone and available to be shared with providers, family
members, etc. using Apple’s Health. This initial setup is done via your Apple Health application. You can see your linked
Apple ‘device’ via the Share my Record activity on Your Menu.
Please note that once your personal health data is downloaded to your personal phone, the data can no longer be
protected by HIPAA and can be subject to the terms of your service agreement with Apple.
In the future, we will be looking into bringing your Apple Health data (such as Fitbit, Withings, etc.) into your UMMH
Epic record.
Return to Top
Q. Who do I contact if I have further questions?
A. You can email us at myChartSupport@umassmemorial.org or you can call our myChart Support Line at 855-UMASS-
MD (855-862-7763), hours are Monday through Friday from 7 am to 8 pm.
Also, you can always speak to your provider or any member of your care team at your provider’s office.
Return to Top
