MyChart Frequently Asked Questions



Q.  When I try to login I get a message saying that session cookies are disabled. How do I enable session cookies?

A.  Follow the instructions here to enable session cookies for the browser you are currently using. If you continue to receive the error after confirming that session cookies are enabled, make sure that your internet browser is upgraded to the most current version. Visit the support page for your internet browser for instructions on upgrading your browser.

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Q.  How can I get help if I am having trouble signing up for MyChart?

A.  Click here for assistance with signing up for MyChart.

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Q.  Why am I no longer getting email notifications of new MyChart message sent to my email address?

A.  You should receive email notifications of new MyChart messages at the email address connected to your MyChart account. You can check or update your email address connected to your MyChart account using the Update E-mail Address activity, located in the My MyChart Account menu. However, email may be identified as Spam or Junk Mail. Please refer to the Help section associated with your email application for instructions on how to identify this email as Not Spam or Not Junk Mail. MyChart email notifications are sent from mychart@noreply.com.

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Q.  How can I reduce the number of Inbox messages and/or notification e-mails I receive?

A.  If you'd like to stop receiving appointment-related messages and e-mail notifications, click the Notification Preferences link found in your My MyChart Account menu, and then follow the instructions found on the page.

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Q.  What are Current Health Issues in my Health Summary?

A.  Current Health Issues are those that your OHSU doctors have marked as related to your current health.  Some of your current health issues will last only a short time.  For example, an "upper respiratory infection" may be the result of a cold or the flu, and will go away in short time.  Your doctor will eventually remove these short-term issues from your list of current health issues.  Other health issues, such as diabetes or asthma, are chronic.  These issues may remain on your Current Health Issues list for life.

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Q.  What are Preventive Care Reminders?

A.  Preventive Care Reminders are reminders to get regular medical screenings or vaccinations, which will help improve your overall health and well-being.  They may be related to how old you are, whether you are male or female, or your OHSU medical history.  Good health habits are important.  If you have a question about a particular Preventive Care Reminder, you can click the name to view more information, or ask your doctor at your next OHSU appointment.

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Q.  How do I download and view my Health Summary?

A.  We have added a new Download Health Summary link under My Health Record which allows you to download your Health Summary in a portable format. You can put this information on a USB drive and take it with you wherever you go. When downloading your Health Summary you can choose to password-protect this file. If you choose to password-protect this file you will not be able to view the information until the password is supplied, which means you may need to download and install additional software (that supports the password protection) to extract and view the files, such as 7-zip.

    To view your health summary (with password protection):
  • Extract the files
  • Open the folder to where the files were extracted
  • Open the IHE_XDM folder
  • Double click on the executable (.exe) file
  • Enter the password that you specified when downloading the file
  • Go back to the folder where the files were originally extracted
  • Open the Index.htm file
  • Click on the Patient Summary link
    To view your health summary (without password protection):
  • Extract the files
  • Open the folder that was extracted
  • Open the Index.htm file
  • Click on the Patient Summary link

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Q.  Can I use MyChart to refill or reorder one of my prescriptions?

A.  Yes.  You can view a list of your current medications in the Medications activity, found in the My Health Record menu. In this activity, you can request refills and submit renewal requests for prescriptions that have no remaining refills. Please note: you can only initiate refills for prescription filled at an OHSU pharmacy. Due to state and federal requirements, some medication renewals may require you to come in to the clinic to pick up a paper prescription to take to your pharmacy.

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Q.  I'm no longer taking some of the medications listed in my Health Summary.  Why do they still appear here?

A.  The medications that appear in your Health Summary list are currently marked as 'active' in your OHSU health record.  If you don't visit your OHSU health provider very often, your medication list may appear to be out-of-date because it hasn't been updated in awhile.  At your next OHSU appointment, your medication list will be updated.

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Q.  What types of visits are shown in MyChart?

A.  Outpatient OHSU visits and Hospital admissions can be viewed in MyChart, under the My Health Record menu. Outpatient OHSU visits during the last ten years are included in the Recent Visit activity, while Hospital admissions can be viewed in the Recent Admissions activity.

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Q.  Are any outpatient visits blocked from view?

A.  Yes.  If your OHSU doctor marks an outpatient visit "sensitive", your Recent Visits list will never show it.

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Q.  Why don't I see my test result in the Test Results page?

A.  Your doctor has not released your test result to MyChart.  Until your doctor does this, you will not be able to view your test result in MyChart. You can send a message to your provider requesting to have your test result released to MyChart. Please note: Hospital inpatient Results are not shown by default; you will need to click the Include Hospital Results button in the Test Results activity to see your inpatient results.

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Q.  Why does it take longer to post some test results on MyChart?

A.  Each of your doctors must post your test results on MyChart in order for you to view them.  If your doctors don't know you are using MyChart, they may not be doing this step or may instead be sending your results in the mail.  Talk with your doctors at your next OHSU appointment to remind them that you want to receive your test results through MyChart instead of through the mail.

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Q.  Why are older test results not listed in MyChart?

A.  Your doctor may have reviewed your previous test results before posting them to MyChart was available.  At your next appointment ask your doctor to release all of your earlier test results to MyChart.

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Q.  What is the difference between appointment scheduling and appointment requests?

A.  MyChart appointment scheduling lets you search your doctor's schedule to find a day and time that's good for you, and then lets you schedule an appointment.  Some doctors' schedules are not set up to allow direct appointment scheduling, in which case you can submit an appointment request to the doctor's scheduling staff. If you make an appointment request using MyChart, an OHSU representative may respond to your request by sending you a MyChart message, or contacting you by phone.  The representative may need to do this to ask additional information or review available appointment openings before scheduling the appointment.

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Q.  I would like to schedule an appointment type that's not displayed in the "Appointment Type" dropdown list.  What should I do?

A.  You can only schedule certain types of appointments using MyChart.  If you can't find the right type of appointment, you can send an appointment request by clicking 'request an appointment using MyChart secure messaging'.  (This link is found at the bottom of the 'Schedule an Appointment' page.)  Alternatively, you can simply contact the department by phone to schedule the appointment.  If you don't know the number, call the main OHSU switchboard at (503) 494-8311.

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Q.  After I picked an appointment type, a message said my doctor doesn't allow appointment scheduling.  Why?

A.  Some doctors have chosen not to participate in appointment scheduling.  At your next appointment, let your doctor know you'd like to schedule appointments using MyChart.  In the meantime, try making an appointment request by clicking 'request an appointment using MyChart secure messaging'.  This can be found at the bottom of the 'Schedule an Appointment' page.  However, if your doctor's name also doesn't appear on the appointment request page, you must contact your doctor's office directly to schedule an appointment.  If you don't know the number, call the main OHSU switchboard at (503) 494-8311.

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Q.  After I picked an appointment type, or when I try to make an appointment request, I don't see my doctor within the dropdown list.  Why?  And, what should I do?

A.  There are two reasons you may not see your doctor's name.  Your doctor may not allow patients to make appointments using MyChart or you haven't seen this doctor in two or more years.  If you haven't yet tried making an appointment request with your doctor (by clicking 'request an appointment using MyChart secure messaging' found on the bottom of the 'Schedule an Appointment' page), please give it a try.  However, if your doctor's name also doesn't appear on the appointment request page, you must contact your doctor's office directly to schedule an appointment.   If you don't know the number, call the main OHSU switchboard at (503) 494-8311.

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Q.  Can I use MyChart to schedule an appointment for my child or another person?

A.  You must get permission to view and use that person's MyChart account before you are able to schedule his or her appointments.  Click on 'View Access to Others' on your MyChart homepage for more information.  If you think this is something you will need to do, please talk to your doctor at your next OHSU appointment.

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Q.  How can I view and use another person's MyChart account through my own account?

A.  We protect the privacy of all of our patients.  So, you must always get permission to view and use another person's MyChart account.  Talk to your doctor or the person's doctor about getting this permission.  If the person is 15 years old or older, you and that person must go together to an OHSU visit to talk with the doctor and get permission.

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Q.  How do I let another person view and use my own Mychart account?

A.  At your next OHSU visit, tell your doctor that you want to let another person view and use your MyChart account.  Important:  The person must be 18 years old or older and must be with you at an OHSU visit in order for him or her to receive permission.

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Q.  When I change my password, it asks me to update my 'Password Reset Question' and 'Password Reset Answer'.  Why?

A.  Although you do not need to change your reset question when you change your password, it might be wise so this information is fresh in your mind, too.  If you forget your password and want to change your password online, you must be able to answer your Password Reset Question.

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Q.  What OHSU bills can I pay using MyChart?

A.  You are able to pay your bills from the OHSU Medical Group and from OHSU Hospitals and Clinics using MyChart. More information about online bill pay for OHSU can be found here.

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Q.  How can I get help understanding my OHSU Medical Group billing statement?

A.  You can click here to get help understanding your OHSU Medical Group billing statement.

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