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?
Why am I not able to find inpatient or surgery related records on MyChart?
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 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 do I need to use MyChart?
My activation code does not work, what should I do?
Is my activation code my user ID?
Video Visit Questions
What are video appointments/visits?
How does a video appointment/visit work?
Who can use video appointment/visit?
What are the technology requirements for video appointment/visit?
Will the video appointment/visit be recorded?
Can I use the MyChart website version for video appointment/visit?
What is the difference between Video appointment/visit, eVisit, and MyChart Messaging?
How do I schedule a video appointment/visit?
How far in advance can I connect to video appointment/visit?
What if I am late for a video appointment/visit?
What is the cost of a video appointment/visit?
Are video appointments/visits covered by insurance?

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.
  • Download your medical records.
  • View your test results.
  • Request prescription renewals.
  • View your billing summary, pay your balances.
  • Update your personal information.
  • 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?

Portland Patients - please call 503-261-6054 and Tillamook Patients - please call 503-815-2472, Monday through Friday 7:30am to 4pm.

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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. This is generally within 1 to 2 business days.

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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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Why am I not able to find inpatient or surgery related records on MyChart?

Adventist Health Portland Hospital is on a separate Electronic Medical Records system than the clinic locations. For your inpatient chart please use this link to see your inpatient/ hospital records.  Patients may request their inpatient records from the hospital by phone at 503-251-6128. 

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

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

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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.

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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 sign and submit a Release of Information request and establish their own MyChart account.

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I forgot my password. What should I do?

You may contact our MyChart Patient Support Line- Portland Patients - please call 503-261-6054 and Tillamook Patients - please call 503-815-2472, Monday through Friday 7:30am to 4pm. to request a new, secure password. You may also click the "Forgot password" link on the sign-in page 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 can request a new activation code when you come in to one of our clinics for your next appointment or Portland Patients - please call 503-261-6054 and Tillamook Patients - please call 503-815-2472, Monday through Friday 7:30am to 4pm.

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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 top, go to the Profile tab and Personal information section and edit appropriate information. Once you had set your Username, you will not be able to change MyChart Username.

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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 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 version 11 or above, Google Chrome version 50 or above, Mozilla Firefox version 45 or above, Safari 9 or above or use MyChart mobile app for iOS or Android). Note: Microsoft Edge is not a supported 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 still have problems, Portland Patients - please call 503-261-6054 and Tillamook Patients - please call 503-815-2472, Monday through Friday 7:30am to 4pm.

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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 log into 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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What are the technology requirements for video appointment/visit?

  • iOS (iPhone) 8.0+ or Android 4.0+ or computer/laptop with web camera
  • Functioning built-in video camera connected to device
  • Network Connectivity: Wi-Fi or Cellular
  • Adventist Health MyChart Mobile App (most updated version) on mobile device or MyChart Website and active MyChart account
  • Charged phone/mobile device
  • When initiating video appointment/visit the front ("selfie") camera will be used. This camera may offer a grainy picture, so if a clearer picture is needed, you can rotate to the back camera on the mobile device which offers better picture quality.

    For additional requirements, please click here.

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    How does a video appointment/visit work?

    At the time of appointment, open MyChart Mobile App and go to Appointment icon. From the patient appointment list, click upcoming video visit appointment and complete echeck-in. A [Test Connection] button will display until 15-minutes before appointment start time and when it is 15-minute before appointment time, test connection button will turn in to Green [Begin Visit] button [if echeck-in is completed by then]. Once video visit is initiated by patient, but doctor has not yet connected, the patient will be placed in virtual waiting room. Once doctor joins the visit, he/she will appear in the top box, framed in red. While the patient will appear in the lower box. When the patient disconnects, patient is prompted to end/leave the appointment. NOTES:

  • Your mobile device may lose anywhere from 0.5-1.5% of battery life per minute of video appointment/visit, so please ensure that your mobile device is fully charged or plugged in while on a video appointment/visit.
  • If patient gets disconnected from video call during the visit they should return to this screen to re-enter the video call.
  • If patient clicks out of MyChart Mobile App (i.e. to open photos or other app), video visit will still be running in the background (audio only) and shows a band at top of screen to signify video visit in progress. Patient can navigate to open apps to re-open video visit.
  • If patient navigates away from MyChart Mobile App (i.e. low battery, appointment reminders, etc.) the doctor will lose video only and audio will be maintained until patient closes or clears notification and navigates back to MyChart.
  • If mobile device runs out of charge/power you will have to re-connect to MyChart mobile app using another device or by plugging in device. Both doctor and patient will need to reconnect to video appointment/visit.
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    What are video appointments/visits?

    Video appointments/visits allow returning patients to connect with their doctor in real time over a video call using their MyChart Mobile App on their smartphone or mobile device or website(Chrome/Safari/ Internet Explorer). These appointments/visits will occur at a scheduled time with patients who have an active MyChart account. The patient does not have to go to the doctor’s location for this visit. Please note, be aware of your environment as you initiate video call for your own privacy (personal health care information will be shared during this visit). Driving during video visit is unsafe and is not recommended. Doctors will end the visit and reschedule in the event you are driving and unable to park during your video visit.

    Virtual Care, also referred to as telemedicine or telehealth, uses computers, cell phones, tablets or other mobile devices to have a video appointment/visit with your Doctor. Virtual Care offers an opportunity to receive the same high quality healthcare expertise with added convenience, removing barriers like time, travel and distance, allowing great care anywhere, anytime.

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    Who can use video appointment/visit?

    Patients interested in having a video appointment/visit must meet the following requirements:

  • An active MyChart account
  • Access to an iPhone/iPad or Android Device (with MyChart Mobile App downloaded)
  • A return patient (established relationship)
  • Not a medical emergency (non-emergent)
  • Patients must have an iOS or Android device with the MyChart Mobile App downloaded or access to MyChart website and an active MyChart account, and have an established relationship with a doctor offering video appointment/visit.

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    Will the video appointment/visit be recorded?

    No, the video is not recorded or saved.

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    Can I use the MyChart website version for video visit appointment?

    The web version of MyChart can only be used if you are connecting via a desktop computer or laptop. Please ensure that you have a camera connected to the desktop computer and test connectivity to ensure that you have the required web plugin (Vidyo). If you are using a mobile device (phone or tablet), you must use the MyChart App to connect to your video visit. Please note: Safari on a desktop/laptop will not support a video visit connection if using Mac OS X High Sierra version(version 10.13) or a later version. Please connect using Internet Explorer or Google Chrome.

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    What is the difference between Video appointment/visit, E-Visit, and MyChart Messaging?

    Video Appointment/Visit is a scheduled appointment with your doctor where the patient does NOT need to come to a clinic to see the doctor in person. The patient may be at their home, office, or other location and using the MyChart Mobile App on their smartphone can have the video call with your doctor.

    SmartExam E-Visit is used as a non-urgent electronic visit, where patients answer a series of online questions based upon their symptoms. This information is sent via electronic message to Adventist Health doctor to be assessed for diagnosis and treatment.

    MyChart messaging is used to ask common, non-urgent questions such as advice about common illnesses, visit follow-up clarifications, test result follow-up, medication dosage clarifications, or asking if an appointment is needed for some other reason. It is not used as a means to obtain diagnosis or treatment.

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    How do I schedule a video appointment/visit?

    The doctor’s front desk staff can help review and schedule a video visit.

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    How far in advance can I connect to video appointment/visit?

    You will be able to connect to a video visit 15 minutes before the scheduled appointment time using the green “Begin Visit” button. Any time more than 15 minutes before the visit, the patient will see a “test Connection” button.

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    What if I am late for a video appointment/visit?

    Video visits are time sensitive. If you are not able to log in or connect to your visit on time, the provider may no longer be available. Please cancel your appointment 2days in advance, if you know you are not able to attend.

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    What is the cost of a video appointment/visit?

    Video visits are billed as a regular office visit. Most insurance plans cover these visits. Patient copay, coinsurance and deductible still apply. Patient is responsible to check with their specific insurance plan to determine if visit is covered.

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    Are video appointments/visits covered by insurance?

    Video visits are covered by most insurance plans. The patient’s copay, coinsurance and deductible would still apply.

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