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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?
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 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 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?
Is my activation code my user ID?

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?

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 Sansum Clinic Wave Department at (805)898-3333 to get an activation code mailed to you or ask to sign up during your next office visit.

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Is my activation code my user ID?

No, your activation code is not your MyChart ID or password. You will use this 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 call Sansum Clinic Wave Department 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 4 business days. If your provider reviews them sooner, they have the option to release them.

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Why are certain test results not shared electronically via MyChart?

Due to their complexity there are some test results Sansum Clinic has optioned not to release to MyChart. In addition, by state law some test results cannot be released electronically; for instance 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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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. Proxy access allows a parent (or guardian) to log into their own personal MyChart account, and then connect to information regarding their family member. Complete a Consent and Authorization Form.
Deliver your request in person to:
Sansum Clinic Health Information Services
Release of Information
317 West Pueblo Street
Santa Barbara, CA

Contact the Release of Information department at (805)898-3188 for more information.

**NOTE**This form must be completed and presented in-person to our Release of Information (ROI) window.

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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 and communicating about another individual's information would be placed 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, 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. What should I do?

You may contact Sansum Clinic Wave Department at (805)898-3333 to request a temporary, new, secure password. You may also click this "Forgot password" link to reset your password online.

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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?

You may contact Sansum Clinic Wave Department at (805)898-3333 and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new access code to you.

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Where can I change my e-mail address?

Log into MyChart and from the left menu, go to the Preferences section and select the Change E-mail Address 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 access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, MyChart 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 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. In addition, certain web browsers (such as Google Chrome, IE, FireFox) have their own time-out settings.

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 (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 30 days and is no longer valid after the first time you use it. If you still have problems, contact the Sansum Clinic Wave Department at (805)898-3333.

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