MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Why can't I request a medication renewal for some of my current medications?
Why can't I request or schedule an appointment?
Why is my physician not listed as a recipient in the Medical Advice message screen?
Who do I contact if I have further questions?
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 a family member's health record or allow another person to view my records 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 access 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, email or change my password)?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My access code does not work, what should I do?
Is my access code my user ID?

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:

With MyChart, you have 24/7 access to:

  • Connect with your doctor and care team.
    • Schedule appointments.*
    • Email your doctor with questions.
    • View summaries of your doctor visits..
  • Manage your health.
    • Get prescription refills and update medications.
    • View test results securely.
    • Get online medical records downloaded for free.
    • Update allergy information.
  • Help family members track their health care.
    • Track annual appointments and immunizations.
    • Update care details for seniors.
  • Manage your account.
    • Pay bills online.*
    • Access a comprehensive history of treatments.
  • Optimize your appointments.
    • E-check in.*
    • Request to be notified of earlier possible appointments.
    • Fill out required forms in advance, and save time during registration.

*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 can't 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 can't I request or schedule an appointment?

Some appointments may require you to contact your physician's 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 physician's 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 or allow another person to view my records in MyChart?

Yes, you can by using "proxy" access. We offer child proxy access for parents (or guardians) and adult proxy access for adult-to-adult access. Proxy access allows a proxy to log into their own personal MyChart account and then connect to the MyChart record for the designated child or adult. We will create a MyChart account for you in the process if you don't already have one.

Parents may complete the Child Proxy Access Form for child proxy access and return it to your child's doctor's office. If you are an adult and would like to grant proxy access to another adult so they can view your records in MyChart, please complete the Adult Proxy Access Form and return it to your physician's office for processing. Proxy access will be available within 4 business days of submitting the proxy access form.

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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 member's MyChart account, you will be able to send a secure message to your family member's 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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