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MyChart ® Epic Systems Corporation

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MyChart Frequently Asked Questions

About MyChart
What is MyChart?
Why should I signup for MyChart?
Is there a fee to use MyChart?
What do I need to use MyChart?
Who can use MyChart?
Signing Up
How do I Sign Up?
Who do I contact if I have further questions?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
My activation code does not work; what should I do?
Is my activation code the same as my MyChart Username?
Your Medical Record
When can I see my test results in 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?
Your Family's Accounts
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
How can I view my child’s MyChart records?
Why can’t I see my child’s full MyChart record?
How do I gain/grant access to my spouse’s/another adult’s MyChart record?
I am the caregiver for an adult or child who is unable to make medical decisions due to his/her condition and/or disability. How do I access his/her MyChart records?
After Sign Up
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)?
Where do I go to download the mobile MyChart App?
I was logged out of MyChart, what happened?
Security & Privacy
How is MyChart secure?
What is your privacy policy?

What is MyChart?

MyChart is a secure online patient portal that allows you to do access portions of your personal health records, including immunization records, manage your contact and insurance information, and communicate with your MercyCare and Mercy Medical Center (starting June 1, 2013) providers. With MyChart, you can use the Internet to:

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Why Should I signup for Mychart?

MyChart gives you online access to your medical record. Whether you’re at work, on the road, or at home, you can view test results, messages from your doctor, and your key medical information. You can even access your family’s records and schedule your next appointment online..

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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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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Who can use MyChart?

You can sign up for and use Mercy’s MyChart if you:

  • Are age 18 or older,
  • Are or have been a patient of Mercy Medical Center, MercyCare clinics, MercyCare Urgent Care clinics, Internist Associates of Iowa, and
  • Have received an activation code.
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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. The activation code expires 14 days from when it was issued. If you were not issued an activation code, you may fill out an access request form by visiting https://mychart.mercycare.org and clicking “Sign Up Now.” To create your MyChart account: 1. In your Internet browser, go to https://mychart.mercycare.org 2. Click on the “Sign Up Now” link in the “New User?” box. 3. Enter your MyChart activation code exactly as it appears. Your activation code will be printed on your after-visit summary, can be printed for you or sent to the email address we have on file for you, upon your request. You will not need to use this code after you have completed the sign-up process. If you do not sign up before the expiration date, you must request a new code. 4. Enter the last four digits of your Social Security Number and your date of birth as indicated and click “Next .” If you do not have your Social Security Number on file, please enter 0000 as your last four digits and click “Next.” You will be taken to the next sign-up page. 5. Create a MyChart username. Think of one that is secure and easy to remember. 6. Create a MyChart password. You can change your password at any time. 7. Choose a security question, enter your answer, and click “Next.” This can be used to access MyChart if you forget your password. 8. Select your communication preference. Enter a valid e-mail address to receive e-mail notifications when new information is available in MyChart. 9. Click “Sign In.” You can now view your medical record.


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Who do I contact if I have further questions?

If you have any questions about the benefits of MyChart, please contact your MercyCare clinic. For technical assistance, e-mail mychart@mercycare.org

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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?

Contact us at (319) 398-6161 or fill out an access request form by visiting https://mychart.mercycare.org and clicking “Sign Up Now.” You may also receive a new code during your next visit.

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

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, email us at mychart@mercycare.org

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Is my activation code the same as my MyChart Username?

No. Your activation code is a 15-digit code used to verify you and associate you with your online medical record. You will only use this code once to create your MyChart account. The activation code expires 14 days from when it was issued or after it is used.

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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 1-3 days.

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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 at each visit. Some sections, such as Allergies and Current Health Issues, do allow you to add information that will be sent to your provider to be verified before it’s officially added to your record.

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If I send a message to my doctor, 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 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.However, if you have Proxy access to another account, you can ask questions on their behalf.

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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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How can I view my child’s MyChart records?

If you are a parent or legal guardian of a child under 18, complete one MyChart Parental/Guardian Access Application (CLICK HERE) for each child whose records you wish to access. When the application has been processed, you will see a new tab for the family member in your MyChart account.

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Why can’t I see my child’s full MyChart record?

Parents/guardians may access their child’s full MyChart record if the child is 11 years old or younger; you will receive partial access to his/her immunization records only if your child is between 12 and 17 years old. This policy is in place to protect the private conversations minors may have with their healthcare providers regarding their care.

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How do I gain/grant access to my spouse’s/another adult’s MyChart record?

To gain or grant access to another adult’s MyChart record, both adults must have an existing MyChart account. Learn how to sign up for MyChart. If both adults already have MyChart accounts, please complete the Adult/Adult Access Application (CLICK HERE). If one of the adults is incapacitated, please complete the MyChart Incapacitated Access Application (CLICK HERE) and provide copies of legal guardianship or durable power of attorney for healthcare documentation. This access will need to be resubmitted annually.

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I am the caregiver for an adult or child who is unable to make medical decisions due to his/her condition and/or disability. How do I access his/her MyChart records?

Please complete the MyChart Incapacitated Access Application (CLICK HERE) and provide copies of legal guardianship or durable power of attorney for healthcare documentation. This access will need to be resubmitted annually.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the login page to reset your password online. If you are unable to reset your password, you may contact our MyChart Patient Support mychart@mercycare.org to request a temporary password.

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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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Where do I go to download the mobile MyChart App?

Android users can click here to download
iPhone/iPod Touch users can click here to download
There is no app for iPad users, we recommend that you use the regular MyChart website.

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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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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. 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 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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