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 a child have their own MyChart account?
Proxy Access for Children
Proxy Access for Adults
Proxy Access for Legal Representatives
Why can't I automatically access my teenager's record if they are between the ages of 12 and 17?
Why does the doctor need to sign my request to access my teen's records?
Why do I no longer have access to my child's record?
I have a MyChart account. Can I give proxy access to someone else?
I don't have a MyChart account but want another adult to access MyChart on my behalf
I don't want/need a proxy to access my health information through MyChart anymore. Can I discontinue their access?
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?

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.
  • View test results.
  • Request prescription renewals.
  • 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?

You may email us at MyChart@bjc.org, or you can call MyChart Patient Support at 314-273-1966 | Toll free 866-273-1966

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When can I see my test results in MyChart?

It may take several days or even weeks for certain tests to be completed and reported. If you feel that your test results should be available but you don't see them in MyChart, call your provider's office and ask about the tests.

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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 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.

Adults (ages 18+years) can log into their own MyChart account and directly request proxy access be given to their spouse or other loved one.

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Can a child have their own MyChart account?

MyChart accounts can be established by anyone age 12 years or older who is a patient at a participating BJC HealthCare or Washington University Physicians facility.

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Proxy Access for Children

Gives parents and legal guardians access to information for children under age 18. Through proxy access, parents and legal guardians can keep track of vaccination records, growth charts, diagnoses, and medical instructions, as well as communicate with a child's care team. Due to legal considerations, proxy access for teenagers between the ages of 12 and 17 years requires the consent of the teen along with the teen's primary or long term care provider. Privacy concerns may prevent some teenagers from seeking health care. The teen and their care provider can discuss proxy access to determine if it is in the best interest of the teen to share their medical record with others. To request access to a child's record, please complete the correct MyChart application form based on your child’s age: MyChart Proxy Application for Minor Patients Ages 0-11 Years form or the MyChart Proxy Application for Adolescent Patients Ages 12-17 Years form.

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Proxy Access for Adults

Proxy for adults is designed to ease the process of caring for another adult, such as an elderly parent, or for couples who wish to share health information and assist one another in managing tasks such as requesting appointments or prescription renewals. With proxy access, caregivers have access to appointment histories, visit summaries, medication instructions and other important information. Patients can choose to allow an adult proxy to have full access, access for scheduling purposes only, or limited access to view and perform messaging and scheduling functions. See below for instructions on how to grant proxy access for adult patients.

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Gives legal representatives access to information for patients who are unable to act on their own behalf. Use the MyChart Proxy Application for Patients with Diminished Capacity form if you are a legal representative for a patient.

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Why can't I automatically access my teenager's record if they are between the ages of 12 and 17?

Under state and federal laws, there are designated pieces of medical information that even the teen's parents or guardians may not view without that teen's consent. These age ranges comply with regulations designed to protect the privacy of teenage patients. Your teenager should discuss proxy access with his/her care provider so that the provider can explain the full implications of proxy access. If the teen and the teen's care provider determine that proxy access is appropriate, the teen, the teen's provider, and the teen's parent should complete the MyChart Proxy Application for Adolescent Patients Ages 12-17 Years form.

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Why does the doctor need to sign my request to access my teen's records?

We want to ensure that your child is fully informed about the implications of sharing medical information with a parent. Involving the teen's provider in the proxy request process ensures that a conversation between the teen and his or her provider has taken place and the teen can make a fully informed decision that protects and supports the teen's interests.

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Why do I no longer have access to my child's record?

Access to a child's MyChart account automatically expires when the child turns 12 and 18 years old. You will receive reminder notifications in MyChart that your access will be expiring and you and your child will have to complete the MyChart Proxy Application for Adolescent Patients Ages 12-17 Years form to reinstate your access to your teenage child's account. When your child turns 18 years old he/she can grant you proxy access from their own MyChart account.

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I have a MyChart account. Can I give proxy access to someone else?

Adult patients with their own MyChart account can request proxy access to another adult directly from their own MyChart account. From the "Settings" tab, click on "Personalize." Click the link to the "Adult Proxy Request Form." Approximately 2 business days after you submit this information, your proxy will be sent instructions on how to access your account.

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I don't have a MyChart account but want another adult to access MyChart on my behalf

The patient and his/her proxy should complete the MyChart Proxy Application for Adults form.

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I don't want/need a proxy to access my health information through MyChart anymore. Can I discontinue their access?

Yes, you can. From the "Settings" tab, click on "Personalize." Under the "Who Can View My Record" section, select the individual that you would like to remove, and click "Revoke Access". If you have a proxy, but do not have a MyChart account yourself, please call the MyChart Patient Support Desk (314-273-1966 or toll free 866-273-1966) and ask for your proxy's access to be discontinued.

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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 can click the "Forgot password" link on the sign-in page to reset your password online. You may also email MyChart@bjc.org, or you can call our MyChart Patient Support at 314-273-1966 | Toll free 866-273-1966.

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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?

To replace your activation code, email MyChart@bjc.org, or call our MyChart Patient Support at 314-273-1966 | Toll free 866-273-1966

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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 left menu, go to the Preferences section and select the appropriate 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 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).

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My activation code does not work, what should I do?

For your security, your activation code expires after 90 days. If your activation is not working or if you need a new one, please email us at MyChart@bjc.org, or you can call our MyChart Patient Support at 314-273-1966 | Toll free 866-273-1966

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