MyChart Frequently Asked Questions

For medical issues - please call or send your health care provider a MyChart message. For help with MyChart - 614-366-6975 or 866-966-6975 (Toll Free) M-F 9am to 6pm ET

Enrollment Questions
What is MyChart?
What is MyChart Central?
What is Lucy?
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?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is MyChart secure?
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 MyChart ID?
Why am I not getting email from MyChart?
Is there any time during the week that MyChart is unavailable?
How can I quickly access new messages and results in MyChart?
What are the "More" hyperlinks?
Will I receive appointment reminders in MyChart?

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 information.
  • View test results.
  • Request prescription renewals.
  • Communicate electronically and securely with your medical care team.
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What is MyChart Central?

Do you use multiple MyChart accounts? With MyChartCentral you can access all of your MyChart accounts, including those from other Ohio healthcare organizations and other organizations nationwide, from one place using a single username and password.

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What is 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 information at any time and store it in Lucy. You can also add personal information about your health, but be aware that your OSUWMC care teams cannot view information you enter in Lucy.

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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 go to the MyChart website (https://osumychart.osumc.edu/osumc) and click the Create your Account button.

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Who do I contact if I have further questions?

You can call our MyChart Customer Support Line at 614-366-6975 or toll free 866-966-6975 Monday through Friday from 9am to 6pm.

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When can I see my test results in MyChart?

In most instances, your test results are released to your MyChart account after your physician has reviewed them. This is generally within two weeks. Some routine test results are automatically delivered to your account, while others are released by your health care provider. In both cases, your provider will receive and review all your test results, and he or she will contact you if further discussion about your test result is needed. If you have questions or concerns about your test results, please contact your health care provider.

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Why are certain test results not shared electronically via MyChart?

Posting of information is at the discretion of your individual health care provider.

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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 health care provider's office. Ask your provider to correct any inaccurate information at your next 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 2 business days. Please note that MyChart should not be used for urgent situations. Please call your health care provider's office 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 you to view another person's health information or communicate with that person's health care provider.

Proxy access is available for the following relationships: Parent, Legal Guardian to Patient (Ward) and Adult to Adult Patient with an OSUMyChart Account.

No one under 18 years of age can be a proxy, request a proxy, or have their own OSUMyChart account.

If you are a parent of an unemancipated minor patient or legal guardian of a patient and would like to access the patient's medical information in OSUMyChart, click here.

If you would like another adult to access your medical information contained in OSUMyChart, then you, as the patient, should click here

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

Your MyChart account is associated with your personal medical record and communications about another individual's information would be placed in your medical record. Information posted to the wrong person's medical record 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 establish their own MyChart account.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online. If you do not have all the information to reset your password, please contact MyChart Customer Support at 614-366-6975 or toll free 1-866-966-6975 to help you regain access to your MyChart account.

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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 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 access codes, personal IDs, 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 onto our website.

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I was logged out of MyChart, what happened?

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. The automatic log outs are used to protect your information and the system. You will receive a pop-up warning that will inform you that your MyChart session is about to time out. The pop up will display 60 seconds before your session times out. Depending upon your pop up settings on your Internet browser, you may need to accept pop ups from the MyChart web site.

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What do I need to use MyChart?

You need access to a computer connected to the Internet, an up-to-date browser (tested browsers include: Internet Explorer, FireFox, Opera, and Safari), and an email address.

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

For your security, your access code expires after 6 months and is no longer valid after the first time you use it. If you still have problems, you can call our MyChart Customer Support at 614-366-6975 or toll free 866-966-6975 Monday through Friday from 9am to 6pm.

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Is my access code my MyChart ID?

No, your access 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 6 months). 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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Why am I not getting email from MyChart?

First verify that you have a valid email address on file. Do this by logging into OSUMyChart and clicking on the Administrative button, then click on "Change E-mail Address". If your email address is incorrect, add the correct email address and click "Submit Changes". If your email is correct, verify that the OSUMyChart messages are not going into a Bulk/Spam/Junk folder. If this is still a problem try adding DoNotReply@osumc.edu and OSUMyChart_DoNotReply@osumc.edu to your address book. Internet service providers are taking drastic steps to reduce the amount of spam/junk mail. Many of these anti-spam measures block legitimate email as well. If you have completed the troubleshooting steps outlined above and do not receive email from OSUMyChart, please report it to our OSUMyChart Customer Support at 614-366-6975 or toll free 866-966-6975 Monday through Friday from 9am to 6pm. Until the problem is corrected, please visit your OSUMyChart account periodically so you do not miss any communication from your health care providers.

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Is there any time during the week that MyChart is unavailable?

Yes, MyChart is unavailable due to system maintenance every Sunday from 1am to 3am. The second Sunday of each month the system will be unavailable 1am to 4am.

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How can I quickly access new messages and results in MyChart?

MyChart sends notifications to your e-mail address when a message has been sent to you from your health care provider's office or when a test result has been released to your MyChart account. At the top of the home page you should see alerts (under the heading “You Might Want To…”) that let you know what type of new information (message or test result) is available for your review. Please be aware that some test results are automatically released and may not contain comments from your health care provider.

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What are the "More" hyperlinks?

MyChart now provides links to Krames Staywell, a leading provider of patient education materials. Staywell can be accessed by clicking the More links in Current Health Issues, Medications, Allergies, Immunizations, and Test Results.

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Will I receive appointment reminders in MyChart?

Yes, appointment reminders are sent automatically depending on how far in advance your appointment is scheduled. The reminders are system messages are sent over night. Please be aware that if you receive your email via mobile device, your notification settings may need to be adjusted. You will not receive reminders for surgical procedures or scheduled admissions.

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