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MyChart ® Epic Systems Corporation

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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?
Is my activation code my user ID?
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?
Why do some of my doctors appear on my message list and others don't?
If I send a message to my provider, when can I expect a reply?
I have a MyChart account at a different health care organization. How can I see that information??
How can I edit or personalize my online health information?
MyChart For My Family
Can I view a family member's health record in MyChart?
How can I grant another adult access to my MyChart information?
How can I request access to my child's MyChart information?
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 and/or Username. What should I do?
Can you send me a new activation code?
Where can I change my e-mail address?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart. What happened?
What do I need to use MyChart?
My activation code does not work. What should I do?

What is MyChart?

Sansum Clinic's 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:

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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?

You can sign up online by clicking the Sign Up Now button on the login page. If you prefer to sign up via phone, please call the MyChart Help Desk at (805) 898-3333. You can also ask to sign up when you come in to be seen in the clinic.

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Is my activation code my user ID?

No. You will use your activation code only once, to activate MyChart for the first time. The code will expire after you have used it, or after 30 days. When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

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Who do I contact if I have further questions?

You may contact the MyChart Help Desk at (805) 898-3333. Our hours of operation are Monday through Friday, 8:00am-5:00pm.

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When can I see my test results in MyChart?

In general, most lab results are automatically released to you by the system within 72 hours of the test being done. If your provider reviews results sooner, s/he has the option to release them manually. If you would like to request release of results before 72 hours have passed, please send a Get Medical Advice message to your provider's office.

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Why are certain test results not shared electronically via MyChart?

Due to their complexity there are some test results that are not available in MyChart. In addition, by state law some test results cannot be released electronically, such as pathology results.

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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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Why do some of my doctors appear on my message list and others don't?

You can see a list of the providers available for you to message by going to Messaging>Get Medical Advice, and clicking on Choose a Recipient. Here are general guidelines regarding which providers can be messaged through MyChart:

Please note that the above are system settings, and the list of providers available for you to message cannot be manually changed. If you need to contact a provider who is not listed as a possible MyChart message recipient, please call the provider's office.

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If I send a message to my health care provider, 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 matters. Please contact your provider if the situation requires immediate attention, or dial 911 if it is an emergency.

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I have a MyChart account at a different health care organization. How can I see that information?

Information from MyChart accounts at other organizations can be viewed by logging in to your Sansum Clinic MyChart account, then going to My Medical Record> MyChartCentral/Lucy. MyChartCentral is a hub from which you can access your Sansum Clinic MyChart account, other MyChart accounts from other health care organizations, and Lucy (see next paragraph). MyChartCentral allows you to easily access any MyChart account without needing to remember different usernames and passwords. As of October 1, 2016, MyChart Central can also include information on care delivered at Cottage Hospital if you have a MyChart account there.

Please note that MyChart Central and Lucy are third-party systems administered by Epic Corporation, the company that provides our medical records software. However, like your MyChart account/s, MyChartCentral and Lucy are password-protected and delivered via an encrypted connection to keep your health information safe from unauthorized users.

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How can I edit or personalize my online health information?

You can edit and personalize your health information by using an application called Lucy. Lucy can be accessed by logging in to your Sansum Clinic MyChart account, then going to My Medical Record> MyChartCentral/Lucy. Lucy is a personal health record that gives you a permanent home to organize all your medical information. You can request an updated copy of your medical record at any time and store it in Lucy. You can also add personal information about your health and choose to share it with Sansum Clinic or other organizations. Please note that once shared, any edits or updates to your Sansum Clinic medical record will need to be be done by clinical staff.

Please note that MyChart Central and Lucy are third-party systems administered by Epic Corporation, the company that provides our medical records software. However, like your MyChart account/s, MyChartCentral and Lucy are password-protected and delivered via an encrypted connection to keep your health information safe from unauthorized users.

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

Yes, you can. This is called proxy access. Proxy access allows adults 18 and older to log into their own personal MyChart account and access information regarding their family member/s.

How can I grant another adult access to my MyChart information?

Proxy access can be granted to other adults by clicking My Account>My Family's Records, and clicking on the link to complete and submit the form. Requests are typically processed within three business days.

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How can I request access to my child's MyChart information?

To request proxy access to a child's (ages 0-11) records, please go in to a Sansum Clinic Pediatrics location. No appointment is needed for proxy access requests. Due to consent requirements, Sansum Clinic does not grant proxy access to records of children between the ages of 12-17.

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

MyChart offers direct access to your personal health record. Using your account to communicate about another individual's information would place that information in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care. In order to ask questions regarding a family member via MyChart, you must complete the proxy access process.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must establish their own MyChart account.

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I forgot my password and/or Username. What should I do?

On the MyChart login page, click the "Forgot MyChart Username?" or "Forgot Password?" link, then follow the on-screen prompts. If this does not resolve the issue, please contact the MyChart Help Desk at 805-898-3333, 8:00 AM-5:00 PM, Monday-Friday.

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Can you send me a new activation code?

Please contact the MyChart Help Desk at 805-898-3333. After we verify your information, we can issue you a new code.

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Where can I change my e-mail address?

Log into MyChart, then click My Account>Demographics Update.

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Is MyChart secure?

Yes. We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. MyChart also uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. 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 Sansum Clinic 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 the privacy and security of your information. If the system does not detect activity while logged into your MyChart account for 20 minutes or more, you will be automatically logged out of MyChart.

Please note: The system does not detect activity when you are typing a message to your provider using the Get Medical Advice activity. After 20 minutes, you will see a pop-up warning asking if you want to stay logged in. Clicking Yes will reset the activity timer and you won't loose your message. If you don't see this pop-up message, you may have the "Allow Pop-ups" setting set to No in your browser. 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 do I need to use MyChart?

You need a current, active e-mail address, access to a computer connected to the Internet, and an up-to-date browser.

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you are having problems, please contact the MyChart Help Desk at (805) 898-3333.

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