MyChart Frequently Asked Questions

Enrollment
What is MyChart?
How do I sign up?
Who should I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are some test results not displayed in MyChart?
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 may I expect a reply?
I have a MyChart account at a different health care organization. How can I see that 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?
Where can I change my e-mail address?
Technical Questions
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 free, secure on-line access to their medical records. It enables you to securely manage and receive information about your health. With MyChart, you can:

  • Request medical appointments
  • View your after visit summaries
  • View test results
  • Request prescription renewals
  • Communicate electronically and securely with your medical care team
...and more.

Return to Top

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.

Return to Top

Who should 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.

Return to Top

When can I see my test results in MyChart?

Most lab results are automatically released to you within 48 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 they have been automatically released, please send a Contact Your Doctor's Office message to your provider's office.

Return to Top

Why are some test results not displayed in MyChart?

Due to technical or format constraints (e.g., EKG rhythm strips), there are some test results that are not available in MyChart. In addition, by state law some test results cannot be released electronically until they have been discussed with the patient. To ensure this occurs, these types of results (e.g., pathology) are not displayed in MyChart. You may request copies of any/all test results at any time from our Medical Records department.

Return to Top

Some of my health information on MyChart is not correct. What should I do?

MyChart information comes directly from your electronic medical record at your doctor's office. Send a message to your doctor's office with the specifics of what needs to be corrected, or 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.

Return to Top

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

A provider is available as a message recipient if you have had a face-to-face appointment with them in the past three years. For Urgent Care providers, they will appear as a possible message recipient if you have had a face-to-face appointment with them in the past 30 days.

The list of providers available for you to message cannot be manually edited. If you need to contact a provider who is not listed as a possible MyChart message recipient, please call the provider's office.

Return to Top

If I send a message to my health care provider, when may 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 call your provider's office if a situation requires immediate attention, or dial 911 if it is an emergency.

Return to Top

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

Information from many other health care organizations may be viewed in MyChart. To see if the organization you're looking for offeres this service, go to Profile> Manage My Accounts, and see if that organization is listed.

Return to Top

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 see information about other family members (adults and/or children). Proxy access requires having your own MyChart account.

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

Go to Messaging> Share Your Record, and follow the instructions on the screen.

Return to Top

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.

Return to Top

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.

Return to Top

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.

Return to Top

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.

Return to Top

Where can I change my e-mail address?

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

Return to Top

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.

Return to Top

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.

Return to Top

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.

Return to Top

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.

Return to Top

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.

Return to Top