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MyChart Frequently Asked Questions

MyChart Questions
What is MyChart?
Is there a fee to use MyChart?
How secure is MyChart?
What is your privacy policy?
Am I required to use MyChart if I am a patient at PacMed?
Why am I not receiving e-mail notifications?
Enrollment Questions
How do I sign up for MyChart?
What is an access code and how can I get one?
My access code does not work. What happened?
I don't have a personal e-mail account. How do I get one?
How do I create a MyChart ID and password?
How can I have my account deactivated if I choose to no longer utilize MyChart services?
Your MyChart Record
Where can I update personal information (e.g., home address, e-mail or phone, or change password)?
If I believe some of my health information is not correct, what should I do?
When can I see my test results in MyChart?
If I send a request to my medical care team, when can I expect a reply?
MyChart for my Family
Can I view a family memberís health record in MyChart?
Is MyChart available for patients who are 13–17 years old?
How do I get medical record information for my child between the ages of 13-17?
Can I share a MyChart account with a family member?
MyChart Messaging Questions
What types of questions can I send using MyChart?
Will my message be sent directly to my provider?
When should I expect a response?
Can I use MyChart to send questions to my provider for my friends and family?
MyChart Functional Questions
I forgot my password or MyChart ID. What should I do?
The "Reply" button doesn't work when messaging my providerís office.
I was ready to send a message, but the "Send" button wouldn't work.
I was logged out of MyChart. What happened?
What if I have questions about MyChart services?
MyChart Technical Questions
Are there any minimum system requirements to use MyChart?
I've heard that I should clear my cache for security reasons. How is that done?

What is MyChart?

MyChart is a secure, web-based portal that gives patients at Pacific Medical Centers access to key elements of their personal health record. Through MyChart, users can:

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Is there a fee to use MyChart?

No. MyChart is currently offered as a free, convenient service for PacMed patients. If we should ever decide to charge a fee for this service, you will be notified of this change and asked to reactivate your MyChart account if you agree to the fee and wish to continue with the service.

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How secure is MyChart?

All communication between you and members of the PacMed team using MyChart is transmitted over a secure, encrypted connection. While you may receive e-mail messages notifying you of new messages in your MyChart Inbox, these e-mail messages will not contain any confidential medical information.

Note: By using MyChart, you acknowledge and agree that e-mail messages may identify you as a patient of PacMed.

As an added security precaution, DO NOT SHARE your MyChart ID and password with anyone. By sharing a MyChart ID and password with another person, you bear the risk that the person may share or disclose confidential medical information with someone else without authorization. By agreeing to the MyChart terms and conditions, you agree to bear all liability for any damages or harm that may arise from disclosing your MyChart ID and password with anyone else.

Never respond or reply to an e-mail, cold call, or text message that:

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What is your privacy policy?

Messages sent through MyChart may be seen by PacMed professionals other than your Provider. Your physician or other professional healthcare provider may designate other PacMed personnel, such as nursing or administrative staff, to review incoming messages and either respond to them or route them to an appropriate Provider for response. Accordingly, you may not wish to use MyChart messaging to communicate sensitive matters that you wish to discuss directly with a specific healthcare provider.

Any information you transmit via MyChart may become a permanent part of the corresponding patient medical record. You should be aware that once information is transmitted via the MyChart system, it will be accessible to current and future PacMed healthcare provider(s) and medical care teams who are appropriately involved with providing care, and may be made available to authorized third parties consistent with the Privacy Policy for this site.

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Am I required to use MyChart if I am a patient at PacMed?

No. Signing up for MyChart is voluntary and has no effect on your treatment or ability to seek care at PacMed. We highly recommend that you use MyChart, however, as this tool has many features to assist you and your medical care team.

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Why am I not receiving e-mail notifications?

You will receive an e-mail message alerting you when new information is available in your MyChart account. If you believe you have messages that you are not receiving, please check your ĎSPAMí folder.

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How do I sign up for MyChart?

Patients can sign up for MyChart by requesting an access code from their provider's office. Patients may be asked to present picture identification to receive an access code.

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What is an access code and how can I get one?

The access code is a temporary code that you will use to activate your MyChart account. You will not need to use this code after you have completed the sign-up process.

Note: You will have 30 days to log in and activate your MyChart account once you receive your access code. After 30 days, the access code will expire.

An access code can be requested from your provider's office. You may be asked to present picture identification to receive an access code. If youíve lost your access code or it has expired, you will need to request a new one from your providerís office.

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My access code does not work. What happened?

For your security, if you do not activate your MyChart account within 30 days, your access code expires and is no longer valid. If your access code has expired, you will need to request a new one from your providerís office.

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I don't have a personal e-mail account. How do I get one?

You will not be able to access MyChart without a personal e-mail account. Messages are sent to your personal e-mail to advise you that new information is available in your account. There are many web-based services that offer free email accounts. Some of the more common ones are Hotmail, Yahoo and Google. You can go to their websites (e.g. hotmail.com, yahoo.com or gmail.com) and follow the instructions for setting up a personal e-mail account.

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How do I create a MyChart ID and password?

When you activate your MyChart account, you will be asked to create your own MyChart ID, password, and password hint. Once you create a MyChart ID, it cannot be changed, so think of one that is secure and easy to remember.

Your MyChart password must be at least eight (8) characters long and contain at least one (1) letter and one (1) number. Passwords cannot be the same as the MyChart ID.

Save your MyChart ID and password in a secure location and DO NOT SHARE them with anyone. After you have activated your MyChart account, you can begin using the services available to you.

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How can I have my account deactivated if I choose to no longer utilize MyChart services?

Your MyChart account can be deactivated by contacting your providerís office at 1-888-4-PACMED (888-472-2633).

PacMed also reserves the right to deactivate your account if it is determined that your communications violate our Terms and Conditions.

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

Log into MyChart. From the left menu options, click ďPreferencesĒ to make updates to your MyChart account. To make changes to your address and phone number, please contact your providerís office at 1-888-4-PACMED (888-472-2633).

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If I believe some of my health information is not correct, what should I do?

If you believe your MyChart clinical care data is incorrect, you should notify your healthcare provider. This is an excellent opportunity to open the lines of communication with your provider's office and become actively involved in your care.

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When can I see my test results in MyChart?

Test results will be viewable after your provider has reviewed and released them. You will receive an e-mail message alerting you when this information is available in your MyChart account. It is your providerís sole discretion whether or not to release any or all results. Some results are not automatically released to your online record. If you're expecting test results that have not been posted, contact your provider to check on their status or to ask that your provider release your results to MyChart.

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If I send a request to my medical care team, when can I expect a reply?

PacMed providers and staff do their best to read and respond to requests within three (3) business days. However, delays may occur, and requests may be lost as a result of technical or human error.

Note: For all URGENT medical matters, call your providerís office immediately, or go to an emergency room or call 911. Please do not send an urgent request through MyChart.

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Can I view a family memberís health record in MyChart?

Yes. PacMed allows proxy access for children 12 years of age and younger with a signed Proxy Access Consent form.

Adult legal representatives may also obtain proxy access to the MyChart account of another adult whose medical care they help manage. To request access, a signed MyChart Adult Proxy Access Form must be completed and submitted along with legal documentation establishing your authority for the patient for whom you serve as proxy.

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Is MyChart available for patients who are 13–17 years old?

We are not currently offering MyChart for our 13-to-17-year-old patient population due to specific Washington State statutes that govern certain sensitive information related to this age group. In addition, the HIPAA Privacy Rule does not afford us the capability of offering this service to minors or their guardians at this time.

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How do I get medical record information for my child between the ages of 13-17?

Medical records can be requested through our health information management department. A release of information form for non-sensitive issues will need to be filled out in order to process your request. Sensitive information will not be released without specific authorization from the minor. These records are specially protected under Washington State law. The HIPAA Privacy Rule does not afford us the capability of releasing this information without informed consent by the minor.

To get more information on medical record requests or to print a copy of the Release of Information Form, visit our website at www.pacificmedicalcenters.org and click the FAQ tab on the left side of the home page.

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Can I share a MyChart account with a family member?

No. Each MyChart account is specific to an individual patient. Each patient must have his or her own MyChart account.

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What types of questions can I send using MyChart?

Mychart can be used to send a non-urgent message to your provider's healthcare team for the following:

If you have any new medical concerns or need urgent medical advice, please contact your providerís office directly at 1-888-4-PACMED or 1-888-472-2633.

MyChart should NOT be used as a substitute for a visit to your providerís office or for urgent medical matters.

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Will my message be sent directly to my provider?

Messages sent through MyChart will be reviewed and answered by your providerís healthcare team. Your provider will be consulted when necessary.

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When should I expect a response?

After being reviewed by your providerís healthcare team, a response to your question will be sent to your MyChart account within 2 to 3 business days.

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Can I use MyChart to send questions to my provider for my friends and family?

No. All information sent through MyChart will become a part of your permanent medical record. Therefore, only questions directly related to the needs of the patient who owns the MyChart account should be submitted.

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I forgot my password or MyChart ID. What should I do?

Click ďForgot password?Ē on the MyChart login page to reset your password online. To complete the password reset, you will be asked to answer a secret question that you create during the MyChart account activation process.

After five (5) failed login attempts, your MyChart account will be disabled. To unlock your MyChart account or verify your MyChart ID, you can contact a MyChart administrator at 206-621-4070.

We strongly recommend that you write down your MyChart ID and password and keep them in a safe place for future reference.

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The "Reply" button doesn't work when messaging my providerís office.

You can reply to most messages for 30 days after they appear in your Message Inbox. After 30 days, you will no longer be able to reply to a message.

In some cases, the original message may not have a Reply button. This might happen, for example, if your regular provider is out of the office and is not available to respond to follow up messages. Most providers will have their messages forwarded to another healthcare provider who can assist you, so this should not happen often.

If you want to message your healthcare team and can't use the Reply button, start a new message.

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I was ready to send a message, but the "Send" button wouldn't work.

The Send button won't be active until all parts of the request are complete. You must type something in both the subject and message fields. If you pasted your whole message in the message field, try typing in another period or any other character.

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I was logged out of MyChart. What happened?

MyChart will automatically close a session after 15 minutes of inactivity. To protect your account, we recommend that you log out of any active sessions of MyChart before stepping away from a computer that is in a public location, or any other location where unauthorized persons might access the computer.

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What if I have questions about MyChart services?

Open the MyChart service you have a question about—renewing prescriptions, requesting appointments, viewing lab results, and so forth—and click on the Help icon at the top of the page. Each type of MyChart service has its own Help button, which explains how the MyChart service works and answers common questions.

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Are there any minimum system requirements to use MyChart?

To access MyChart, you will need:

The MyChart site has been tested on, and performs best, with these commonly used browsers:

If you are using an older browser, such as Internet Explorer 7, you should consider upgrading to a more recent version to get the most satisfactory experience on the MyChart site.

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I've heard that I should clear my cache for security reasons. How is that done?

The cache is a collection of web pages you've recently visited. Your Internet browser saves these pages in a list that you can review. Saving the cache helps pages reload faster when you return to them.

Clearing the cache will increase the security and privacy of your information because no one will be able to see your browsing history. This is important if you're using a public computer, such as at a library.

For information about how to clear your cache, go to the Help section in your browser window.

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