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MyChart Frequently Asked Questions

About MyChart

What is MyChart?

MyChart offers patients personalized and secure online 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:

  • Email your doctor with questions about your health
  • View recent test results quickly and securely
  • Help family members track their health care
  • View a summary of your doctor visits
  • Get prescription refills
  • Schedule doctor appointments*
  • Pay bills online*

*Not all MyChart features are available at all locations.

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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 can receive a MyChart activation code during their clinic visit or by going online to the MyChart Sign-up page. This code will enable you to login and create your own user ID and password.

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Why canít I request a medication renewal for some of my current medications?

To request medication renewals in MyChart, the prescribing physician will need to be using MyChart. Please contact them by phone if you need to reach them or you are not able to renew the medication from MyChart.

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Why canít I request or schedule an appointment?

Some appointments may require you to contact your physicianís office via phone.

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Why is my physician not listed as a recipient in the Medical Advice message screen?

If you have not seen your provider in the last 18 months or if your provider is not using MyChart, you may need to contact your physicianís office.

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Who do I contact if I have further questions?

If you have questions about your appointments or health information that you viewed in MyChart, please contact your physician's office. If you are having technical problems with MyChart, please contact the MyChart Support Line at 535-7725 (Oahu), 246-1663 (Kauai) or 1-877-228-1894 (toll free).

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When can I see my test results in MyChart?

Some lab results are generally released after 3 days. During this time, your physician is reviewing the results and may release the results to you via MyChart.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results can be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart.

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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 during 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 contact your clinic if the situation requires immediate attention or call 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 and allows a parent (or guardian) to log into their personal MyChart account and then connect to information regarding their family member. You can request a Proxy Consent Form from a clinic that is using MyChart or download a Proxy Consent Form. Upon your completion and return of the consent form, proxy access will be available within 4 business days.

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

No. 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 your family memberís MyChart account, you will be able to send a secure message to your family memberís physician.

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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 his or her 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 immediately reset your password after verifying your personal information. You may also call the MyChart Support Line at 535-7725 (Oahu), 246-1663 (Kauai) or 1-877-228-1894 (toll free).

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

Please contact the MyChart Support Line at 535-7725 (Oahu), 246-1663 (Kauai) or 1-877-228-1894 (toll free).

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Where can I update my personal information (e.g., home address, email 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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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 ID's, and passwords. Each user controls his or her 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 email, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart by Hawaii Pacific Health is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given to your health records and will never be sold or leased by MyChart by Hawaii Pacific Health.

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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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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 or Google Chrome).

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

For your security, your access code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you can call our MyChart Support Line at 535-7725 (Oahu), 246-1663 (Kauai) or 1-877-228-1894 (toll free).

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Is my access code my user 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 30 days). 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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