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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, when can I expect a reply?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I access my child’s health record in MyChart?
What information will I have to if I become a proxy for my child or another adult?
Can a child have their own MyChart account?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
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
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What if my account is disabled or I get locked out?
What do I need to use MyChart?
My activation code does not work, 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:

  • Request medical appointments.
  • 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.
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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 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.

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Who do I contact if I have further questions?

You may e-mail us at MyChartSupport@mdmercy.com, or you can call our MyChart Patient Support Line at 410-332-9690. For billing inquiries please call 1-888-661-3834.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account after your physician has reviewed them.

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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. Further, tests of a very sensitive nature are not released to MyChart.

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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 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.

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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 1-3 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.

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Can I view a family member's health record in MyChart?

Yes, you can. This is called “proxy access,” and it allows you to view the MyChart records of a family member or someone under your care. First, the patient or the patient’s legal representative must complete the applicable proxy request form at the patient’s provider’s office and Mercy must approve such request to give you access the patient’s MyChart records.

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Can I access my child’s health record in MyChart?

Yes, the parent or legal guardian may access the MyChart records of a child if the parent or legal guardian becomes authorized as a proxy of the child. To establish proxy access for children ages 12 and under, the parent must complete a MyChart Child Proxy Request Form. To establish proxy access for children ages 13-17, both the parent/guardian and the patient must complete a MyChart Teen Proxy Request Form. To obtain and complete a proxy request form for access to your child’s MyChart account, please ask the front desk staff at your child’s next office visit.

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What information will I have to if I become a proxy for my child or another adult?

Mercy provides three categories of proxy access depending on the age of the patient. These categories include:

  • Proxy Access for an Adult Patient (18 years of age and older): An adult patient can authorize you to be a proxy. Proxies of adults have access to the full MyChart record of an adult patient.
  • Proxy Access for Children Ages 0-12: A parent or legal guardian may request proxy access for their child between the ages of 0-12. Proxies for this age group have access to the full MyChart record of the child. When the child turns 13, the parent or legal guardian’s proxy access will automatically end. If you would like to continue to have proxy access to your teen’s MyChart account, you and your teen will need to complete and submit a Teen Proxy Request Form.
  • Proxy Access for Teens Ages 13-17: A parent or legal guardian, with the consent of their teen, may request proxy access for a teen between the ages of 13-17. The features and information available to proxies for teens are limited to protect the privacy of the teen. When the teen turns 18, proxy access will automatically end.
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Can a child have their own MyChart account?

Any MyChart patient that is age 13 or older may request their own MyChart account. Children ages 12 and under are not eligible for their own MyChart accounts. Parents and legal guardians can request proxy access to a child’s MyChart record until the child turns 18 years old.

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

If you are authorized as a proxy for your family member, you can send a message to your family member’s provider asking a question related to your family member’s health care. If you are not an authorized proxy for your family member, you should not send messages about that person from your MyChart account, since that information would not appear in their MyChart account nor reach their provider.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information and to ensure that information is associated with the correct patient, each adult must establish their own MyChart account.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online. Or you may email us at MyChartSupport@mdmercy.com for help.

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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 MyChartSupport@mdmercy.com and we will verify your information.

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

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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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 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.

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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.

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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 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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What if my account is disabled or I get locked out?

If your account becomes disabled, or you get locked out, please email us at MyChartSupport@mdmercy.com for support. Messages are not monitored during weekends and holidays, or outside of normal business hours. You can expect a response within 2 business days.

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What do I need to use MyChart?

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

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

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, email us at MyChartSupport@mdmercy.com.

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