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MyChart ® Epic Systems Corporation

Please do not use OSUMyChart to send messages that require urgent attention. For Urgent Medical matters call your Health Care Provider's office or Dial 9-1-1 in the event of an emergency.

OSUMyChart Frequently Asked Questions

Customer Support

For medical issues - please call or send your healthcare provider an OSUMyChart message
For help with OSUMyChart- 614-366-6975 or 866-966-6975 (Toll Free)
M-F 9am to 6pm ET

Enrollment Questions
What is OSUMyChart?
What is MyChart Central?
What is Lucy?
What locations offer OSUMyChart?
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 OSUMyChart?
Why are certain test results not shared electronically via OSUMyChart?
If some of my health information on OSUMyChart is not correct, what should I do?
What are Patient Recalls/Scheduling reminders?
OSUMyChart For My Family
Can I view a family member's health record in OSUMyChart?
Can I ask questions regarding a family member from my OSUMyChart account?
After I Have Enrolled
I forgot my password. What should I do?
Technical Questions
How is OSUMyChart secure?
What is your privacy policy? (Requires Adobe Reader)
I was logged out of OSUMyChart, what happened?
What do I need to use OSUMyChart?
My access code does not work, what should I do?
Is my access code my OSUMyChart ID?
Why am I not getting email from OSUMyChart?
Is there any time during the week that OSUMyChart is unavailable?
How can I quickly access new messages and results in OSUMyChart?
What are the “More” hyperlinks?
Will I receive appointment reminders in OSUMyChart?



What is OSUMyChart?

OSUMyChart offers patients personalized and secure on-line access to portions of your medical record. It enables you to securely use the Internet to help manage and receive information about your health. With OSUMyChart, you can use the Internet to:

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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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What locations offer OSUMyChart?

OSUMyChart is available at most OSU outpatient clinics within the Columbus, Ohio metropolitan area. It is also available at Madison County Hospital outpatient clinics.

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How do I sign up?

Patients who wish to participate should discuss OSUMyChart with your health care provider at your next office visit. You will be issued an OSUMyChart activation code during the office visit. This code will enable you to login and create your own OSUMyChart ID and password. OSUMyChart is available at certain sites within the OSU Medical Center and Madison County Hospital outpatient clinics.

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Who do I contact if I have further questions?

You can call Customer Support 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 OSUMyChart?

In most instances, your test results are released to your OSUMyChart 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 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 OSUMyChart?

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

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If some of my health information on OSUMyChart is not correct, what should I do?

Your OSUMyChart 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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What are Patient Recalls/Scheduling reminders?

You may receive schedule appointment reminders in OSUMyChart to let you know when it’s time to schedule appointments such as mammograms and ophthalmology visits. These messages are automated and will provide you instructions for how to schedule the appointment. Any questions about these reminders should be directed to your health care provider’s office.

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

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:

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

To request this convenient service, please view our OSUMyChart Proxy Access page.

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

Your OSUMyChart 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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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 OSUMyChart Customer Support at 614-366-6975 or toll free 1-866-966-6975 to help you regain access to your OSUMyChart account.

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How is OSUMyChart 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. Unlike conventional e-mail, all OSUMyChart messaging is done while you are securely logged on to our website.

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I was logged out of OSUMyChart, what happened?

While logged into OSUMyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of OSUMyChart. We recommend that you log out of your OSUMyChart 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 OSUMyChart 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 OSUMyChart web site.

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What do I need to use OSUMyChart?

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 access 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 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 OSUMyChart ID?

No, your access code is not your OSUMyChart ID or password. You will use this code only once to log into OSUMyChart for the first time. (The code will expire after you have used it or after 6 months). When you log into OSUMyChart the first time, you will then be asked to create your own unique OSUMyChart ID and password.

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Why am I not getting email from OSUMyChart?

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 OSUMyChart is unavailable?

Yes, OSUMyChart is unavailable due to system maintenance every Saturday from 9pm to 11pm. The first Saturday of each month the system will be unavailable 9pm to 3am.

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

OSUMyChart 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 OSUMyChart 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?

OSUMyChart 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 Tests Results.

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Will I receive appointment reminders in OSUMyChart?

Yes, appointment reminders are sent automatically depending on how far in advance your appointment is scheduled. The reminders are system messages 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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