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MyChart ® Epic Systems Corporation

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MyChart Frequently Asked Questions

Technical Questions
Is MyChart secure?
What is the MyChart 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?
Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Why am I receiving e-mails from Tampa General Hospital?
What will happen to my existing FollowMyHealth account?
If I am a patient of Tampa General Hospital, will I see my TGH medical information with my USF Health MyChart account?
Who do I contact if I have further questions?
Is MyChart available for smartphones?
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 someone else'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)?

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 user names, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, 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 Tampa General Hospital 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 Tampa General Hospital or USF Health.

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I was logged out of MyChart, what happened?

Our goal is 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.

Sometimes stored files or browser add ons installed on your computer can interfere with your browser and prevent MyChart from maintaining your browser session. If you are being logged out of MyChart while actively navigating the site please try deleting your temporary internet files and turn on private browsing to ensure nothing is interfering with your browser session. Instructions on how to do this are available in our MyChart Troubleshooting document.

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What do I need to use MyChart?

You need access to a computer/tablet or smartphone 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 and is no longer valid after the first time you use it. If you still have problems, send an email to send an email to support@health.usf.edu.

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Is my activation code my user name?

No, your activation code is not your MyChart user name 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 90 days). When you log into MyChart the first time, you will be asked to create your own unique MyChart user name and password.

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What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables patients to securely use the Internet to help manage and receive information about their health. With MyChart, a patient can use the Internet to:

General

Outpatient Only (doctor's office)

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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 office visit or hospital stay. This code will enable you to log in and create your own user ID and password. If you were not issued an activation code, you may receive one by one of the following ways:

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Why am I receiving e-mails from Tampa General Hospital?

The MyChart web site and related services are provided by USF Health, in affiliation with Tampa General Hospital.

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What will happen to my existing FollowMyHealth account?

We are unable to transfer all the information that is currently in FollowMyHealth to MyChart. Access to FollowMyHealth will remain available for view only, but no additional information will be added to FollowMyHealth after 08/01/2015. Scheduling and messaging will not be available from FollowMyHealth and these functions should be done in MyChart. You will receive instructions for signing up for MyChart on your after visit summary starting with any visit on or after 08/01/2015.

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If I am a patient of Tampa General Hospital, will I see my TGH medical information with my USF Health MyChart account

Because USF Health is affiliated with Tampa General Hospital, if you are a patient of TGH you will see your medical information from both USF Health and TGH when you login to your MyChart account. If you currently have a MyChart account from Tampa General Hospital, you do not need a separate MyChart account for USF Health. You may use your TGH MyChart account to view your USF Health medical record.

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Who do I contact if I have further questions?

For MyChart technical questions please send an email to support@health.usf.edu. Please allow 1-3 business days for a response.

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Is MyChart available for smartphones?

Yes. You can now safely and securely access MyChart from your iphone or android:

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When can I see my test results in MyChart?

Most lab test results are released to your MyChart account in 24 hours after they have been finalized. Some test results like imaging or pathology reports will release in 10 days or will require your doctor to release them.

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Why are certain test results not shared electronically via MyChart?

Your doctor determines which types of test results may be accessed through MyChart. Tests of a very sensitive nature are generally not released to MyChart.

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If some of my health information in MyChart is not correct, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office. The accuracy of your health information is very important. Your health information is reviewed and updated in your electronic medical record at each visit. If you should find any discrepancies, please contact your healthcare provider.

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If my doctor participates in MyChart and I send a message to him/her, when can I expect a reply? (applicable to doctor's office visits only)

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 doctor's office if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view someone else's health record in MyChart?

Yes, you can, under certain circumstances. To view someone elseís health record, you must be granted proxy access. To request an Adult proxy access the patient and the person requesting access must complete and sign a form at your primary care office or Health Information Management/Medical Records Department. For Child proxy ( up to the age of 12) a form must be signed by the legal guardian at the patients primary care office or Health Information Management/Medical Records Department. For Adolescent patients ages 12-through 17, proxy access will not be granted at this time.

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

No, unless you have proxy access to that family memberís MyChart account.

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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 create and 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 or send an email to support@health.usf.edu to request a new, secure password.

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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?

Send an email to support@health.usf.edu. After verifying your information, a new code will be generated and sent via e-mail.

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

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