MyChart Frequently Asked Questions

  1. What is MyChart?
  2. Who can participate?
  3. How do I sign up for MyChart?
  4. How is my personal health information secured by MyChart?
  5. What are the minimum requirements to access MyChart?
  6. Can you send me a new activation code if I have lost it, let it expire, or did not receive it?
  7. My activation code doesn’t work. What should I do?
  8. Is my activation code my MyChart ID?
  9. Can I create my own password and change it when I want?
  10. What if I forget my password?
  11. When I try to log in, what should I do if MyChart keeps telling me "login unsuccessful"?
  12. Why are certain test results not shared electronically via MyChart?
  13. What is UT Southwestern’s privacy policy?
  14. MyChart logged me out! What happened?
  15. I am not receiving alerts to my regular email when I have new MyChart information. What is wrong?
  16. Some of my health information on MyChart is incorrect. How can I get this corrected?
  17. I have questions that aren’t answered here. Who can I call?
Q:

What is MyChart?

A:

MyChart is your personal, online health resource that allows you to communicate with your health care providers, request appointments and prescription renewals, and access portions of your UT Southwestern Medical Center electronic medical record using an encrypted, secure Internet connection.

Q:

Who can participate?

A:

All patients who are at least 18 years of age and under the care of a UT Southwestern provider will be enrolled in MyChart.

Q:

How do I sign up for MyChart?

A:

All new patients (18 and older) to UT Southwestern will be automatically enrolled. If you’re a patient and currently not using MyChart, simply contact your provider's clinic and they’ll enroll you.

Q:

How is my personal health information secured by MyChart?

A:

Your MyChart personal health information is carried over a secure, encrypted connection. This secure connection utilizes industry standard Secure Socket Layer (SSL) 128-bit encryption as well as server-side digital certificate authentication to ensure secure data transmission between you and UT Southwestern. To prohibit unauthorized access, all medical information is stored safely behind our firewall in our electronic medical record system.

Q:

What are the minimum technical requirements to access MyChart?

A:
  • PC, Mac, or WebTV
  • Supported Browsers:
    • Internet Explorer 5.0, 5.5, 6.0, 7.0
    • Firefox 1.0, 1.5, 2
    • Safari 3
      • Session Cookies enabled
      • Optional Features – Javascript enabled (highly recommended)
      • 128-bit SSL capability (for secure messaging)
Q:

Can you send me a new activation code if I have lost it, let it expire, or did not receive it?

A:

If you’ve lost your activation code, didn’t receive it, or let it expire, please contact the MyChart HelpLine during normal business hours at 214-648-8888 for assistance in obtaining a new activation code.

Q:

My activation code doesn’t work. What should I do?

A:

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If your code expires, please contact the MyChart HelpLine during normal business hours at 214-648-8888 for assistance in obtaining a new activation code.

Q:

Is my activation code my MyChart ID?

A:

No, your activation code is not your MyChart ID or password. You’ll use this code only once to log in to MyChart for the first time. (The code will expire after you’ve used it or after 60 days.) During your first MyChart session, you’ll create your own unique MyChart ID and password.

Q:

Can I create my own password and change it when I want to?

A:

Yes. Please keep your password confidential. You can change your password online at any time. Your password is not known by anyone at UT Southwestern.

If you believe someone has found out your password, please change it. You can change your password in MyChart at any time by choosing “Change Password” under the administrative options.

Q:

What if I forget my password?

A:

Click “Forgot Password” at the sign-in screen for MyChart. You’ll be asked for some information, and then the password “hint” you created while enrolling will be emailed to you.

Q:

When I try to log in, what should I do if MyChart keeps telling me "login unsuccessful"?

A:

Make sure your Caps Lock key is not on. The password field is case sensitive. Make sure you don’t enter extra spaces in either the MyChart ID or password boxes and try again. If you’ve forgotten your MyChart ID or password, click on the “Forgot Password?” link and fill in the form.

Q:

Why are certain test results not shared electronically via MyChart?

A:

Test results of a very sensitive nature are not automatically released through MyChart. Results of unreleased tests will be communicated to you by your ordering provider. There are a small number of tests whose results are stored in ancillary systems that cannot be displayed through MyChart. You’ll have to contact your provider's office for those results.

Q:

What is UT Southwestern’s privacy policy?

A:

UT Southwestern Medical Center has detailed policies and procedures in place regarding access to all medical records by our staff and employees and has carefully outlined the circumstances under which your medical information may be released to parties outside the organization. These policies conform to state and federal law and are designed to safeguard your privacy.

Q:

MyChart logged me out! What happened?

A:

MyChart wants to protect your privacy. While logged in to MyChart, if your keyboard remains idle for 15 minutes or more, you’ll be automatically logged out of MyChart. Any information you’ve typed will be lost. We recommend that you log out of your MyChart session if you need to leave your computer.

Q:

I’m not receiving alerts to my regular email when I have new MyChart information. What’s wrong?

A:

Sign in to MyChart and click “Preferences.” Be sure that your email address has been accurately entered. Then click the “Submit Changes” button.

Q:

Some of my health information on MyChart isn’t correct. How can I get this corrected?

A:

Patient requests to amend their medical record can be made through UT Southwestern’s Health Information Management Office. You may contact them at 214-645-3030.

Q:

I have questions that aren’t answered here. Who can I call?

A:

Please call the MyChart HelpLine during normal business hours at 214-648-8888. Please remember that MyChart is a tool to enhance your health care experience at UT Southwestern. If you have an urgent matter or question about your health condition, always contact your UT Southwestern clinic directly by telephone.

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