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MyChart Frequently Asked Questions

Enrolment Questions
What is MyChart?
Who is MyChart for?
Is there a fee to use MyChart?
What do I need in order to use the MyChart website or app?
Is the functionality of the web version and mobile app the same?
How do I sign up?
After I Have Enrolled
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)?
Technical Questions
I was logged out of MyChart, what happened?
Why am I not receiving email notifications?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
Can I see information prior to activating my account?
If some of my health information on MyChart is not correct, what should I do?
Can I see my COVID-19 vaccination in MyChart?
How can I see more of my medical record?
Your Appointments
Why did my upcoming appointment disappear from MyChart?
How do I reschedule an appointment?
How do I request a change of appointment type e.g. from telephone to face-to-face?
Messaging and Contact Us
How can I send a message to a specific team?
How can I attach files to a message?
If I send a message to my doctor or nurse, when can I expect a reply?
Who do I contact if I have further questions?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
General Information
How is MyChart secure?
What is your privacy policy?

What is MyChart?

MyChart offers patients personalised and secure online access to portions of their medical records. It enables you to securely use the Internet and the MyChart mobile app to help manage and receive information about your health. With MyChart, you can use the Internet and mobile app to access many features including but not limited to the following:

  • View your health summary including allergies and medications.
  • View test results.
  • View clinic letters and discharge summaries.
  • View appointment information.
  • Access trusted health information resources.
  • Communicate electronically and securely with medical care teams.
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Who is MyChart for?

MyChart is for any patient using Cambridge University Hospitals (CUH) services. It is particularly useful for those people who are living with and managing a long-term condition which requires them to visit the hospital regularly.

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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 in order to use the MyChart website or app?

You need a CUH patient record and access to a personal computer or a smart device (e.g. mobile phone/tablet) connected to the Internet and an up-to-date browser (such as Internet Explorer 11, Chrome, Safari, Edge or Firefox). The MyChart app can be downloaded onto your mobile device from the App Store or Google Play.

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Is the functionality of the web version and mobile app the same?

No. There are small differences. The main difference is that you won’t be able to see your communication preferences or be able to suggest allergies or current health issues in the app.

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How do I sign up?

Patients who wish to participate will be activated during their clinic visit. You will be sent an instant activation code to your email address and from there you can set up your account. Patients can also sign up by completing the request a MyChart account form which triggers an automatic activation link which is valid for 24 hours. If incorrect information is provided, the MyChart technical team will be in contact to verify your information and manually send you a MyChart activation code and instructions on how to sign up.

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I forgot my password. What should I do?

Click the Forgot Password link on the sign-in page to reset your password online.

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Where can I update my personal information (e.g. home address, e-mail or change my password)?

  • To change your home address, email address and contact details - log into MyChart and select Your Menu, then Personal Information.
  • To change your password - log into MyChart and select Your Menu, then Security Settings.
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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 session remains idle for 15 minutes or more, you will be automatically logged out of all MyChart sessions you have open. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

If you have entered an incorrect password too many times (website or app) you will be automatically redirected to the password reset section. This also contains the link to the ‘Contact Us’ page if you need support re-setting your account. You will also receive an email asking you to reset your password.

If you have too many failed password reset attempts, your account will be deactivated. You will be notified by email which includes a link to the ‘Contact Us’ form so you can request to re-activate your account. You can also access the ‘Contact Us’ form link on the mobile app from the password reset page.

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Why am I not receiving email notifications?

MyChart users can manage some of their notification settings in MyChart itself, including which email address to use. Although MyChart will send the message to the email address, it cannot verify whether or not it was received. It is possible that the user’s email filter will screen out the message or place it in the spam folder. Check you have entered your correct address and that the message hasn’t been sent to your Spam folder. We also advise adding donotreply_mychart@addenbrookes.nhs.uk to your contacts or safe senders list.

In addition, you can set push notifications within the MyChart mobile app. These are pop-up messages that appear on your mobile device independently of email messages. You can switch on notifications under Account Settings.

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When can I see my test results in MyChart?

The majority of test results, such as blood and urine tests, are released to your MyChart account automatically at the same time as they are to your clinical teams/GP or whoever ordered the test for processing at CUH. This means that in many cases you will likely see information before the clinicians caring for you have had an opportunity to discuss these results with you. Please then do allow time for clinical review of your latest test results.

Histopathology, cytology and diagnostic imaging results, such as ultrasound, x-rays, echoes etc., are released 21 days from the date the reports are finalised. The imaging test results are provided as written reports. Diagnostic images are not displayed on MyChart but can be requested via the Access to Health Records department. Please see the ‘Access to Health Records’ section of the privacy policy webpage for further details: https://www.cuh.nhs.uk/patient-privacy/.

A history of your tests taken as vitals recorded in your visits can be seen in the ‘Vitals – 1 value per visit report’ in the Health Reports section of MyChart. You have the option to view your vitals in a graph or table format.

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Why are certain test results not shared electronically via MyChart?

Your clinical team determines which types of test results can be accessed through MyChart. Tests of a very sensitive nature, such as HIV and genetics, are not released to MyChart. If you have further questions regarding test results or you have not received a result that you are expecting, please discuss them at your next visit or contact your clinical team.

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Can I see information prior to activating my account?

Letters and test results that were released prior to account activation will not be visible in MyChart. It is possible for some test results to be released manually. Please contact your clinical team to request this.

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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 held at CUH. If you are concerned that information is incorrect for current health issues, allergies and medications you can request to add or remove these records from within MyChart. These requests are flagged to the clinician when they next view the patient’s chart – usually these are discussed with the patient at their next appointment. The clinician can accept the changes and they will then be reconciled within the patient’s electronic medical record or they can be rejected.

Patients also have the ability to send a message to their clinic from their MyChart account to query their records. If their specific clinic isn’t yet set up for messaging on MyChart, the patient can send a message to the technical team who will forward this on to the relevant service.

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Can I see my COVID-19 vaccination in MyChart?

Yes, if you had your vaccination at CUH you will see the details under the immunisation section.

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How can I see more of my medical record?

You will need to apply to the Hospital to request access. Please see the ‘Access to Health Records’ section of the privacy policy webpage https://www.cuh.nhs.uk/patient-privacy/.

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Why did my upcoming appointment disappear from MyChart?

If your appointment has been cancelled, it will no longer show on the upcoming appointments page and you will receive a notification of the cancellation in your Inbox.

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How do I reschedule an appointment?

You can contact the Appointments Centre to request to rebook your appointment by going to the ‘Your Menu’ and selecting ‘Reschedule an Appointment’. Alternatively you can telephone the booking team using the contact details on your appointment notification or letter.

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How do I request a change of appointment type e.g. from telephone to face-to-face?

It is not currently possible to request a change of appointment type via MyChart. You must telephone the booking team using the contact details on your appointment notification or letter.

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How can I send a message to a specific team?

On the MyChart Home page, click Messages on your shortcuts bar or from Your Menu then Ask a Question. This gives you two options; New Question for Your Clinic, and MyChart Technical Support. If your clinic is not yet live with messaging then you will only see the option for messaging Technical Support.

If you click on New Question for Your Clinic, you will be presented with a Choose a Recipient drop-down box. The options in this box will be different for different patients, according to clinical teams they normally deal with. Your message will be handled by the most appropriate person, but if you want to send a message to a particular individual then you should begin the actual message with ‘For attention of…’.

If you click on MyChart Technical Support, you will be presented with a Subject box to fill in and a ‘Regarding’ drop-down box to select either Web issue or App issue.

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How can I attach files to a message?

At the bottom of the Send a Message page, alongside ATTACH AN IMAGE, there is a button. Click on this button and you will see on the Instructions page:

  • You can attach up to 3 files.
  • The allowed file types are JPEG, JPG.
  • The maximum file size is 5.00 MB per image.
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If I send a message to my doctor or nurse, when can I expect a reply?

MyChart is used to facilitate non-urgent health concerns only. Please allow up to 5 working days for our staff to respond. For urgent or emergency attention please contact your GP or the emergency services as appropriate.

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Who do I contact if I have further questions?

  • You can contact clinical teams using the details on your clinic and appointment letters, or telephone the switchboard: 01223 245151.
  • Appointment requests or queries - please use the administration messaging option, the ‘Reschedule an Appointment’ form, or the contact details on your appointment notification/letter.
  • For technical queries or support using the MyChart website or mobile app please use the messaging option for Technical Support.
  • Concerns, complaints or compliments - please contact the Patient Advice and Liaison Service (PALS) tel: 01223 216756.
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Can I view a family member's health record in MyChart?

Yes, parents / guardians can sign up to access their child’s health record in Epic via MyChart with a proxy-enabled function. A child can have up to two proxies with access to their MyChart account:

  • For children aged 0 to 12 years, parents / guardians can request MyChart proxy access without the child’s assent.
  • For children aged 13 to 15 years, MyChart proxy access will be granted to the person with parental responsibility if the child also gives assent. If the child wishes to withdraw proxy access, the clinician may agree to that request in their absolute discretion.
  • Young adults aged 16 and 17 years can request MyChart access to their own MyChart account. Any existing proxy access for 15 year olds is automatically revoked on their 16th birthday. Young adults can grant proxy access between the ages of 16-17 and request termination of proxy accounts at any time. However proxy access will be revoked when the patient turns 18 years old.

Proxy accounts can be (re-) activated as follows:-

  • The child gives assent for continued or new proxy access.
  • The clinician confirms that the child lacks capacity. Under these circumstances discretion lies with the managing consultant to determine continued proxy access.
  • Other lawful reasons when continued access is necessary.
  • Proxy accounts for MyChart will be created by Children’s Services at an in-person appointment.

In future we will be looking at a similar model for adults. Please contact the CUH Access to Health Records Department if access is required to an adult’s health record (e.g. where there is a Lasting Power of Attorney covering health and welfare).

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

Yes, but only if you have proxy access to a MyChart account for a child under 16 years. You can message the clinic on behalf of the child if this is set up for that particular clinic.

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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. We advise new users to obtain their own personal e-mail account that can be associated to MyChart upon activation.

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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 personal usernames and passwords. Each person controls their password, and the account cannot be accessed without that password. MyChart uses the latest encryption technology which means that your MyChart sessions are encrypted to a very high level.

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What is your Privacy Policy?

MyChart is owned and operated by Epic and is fully compliant with UK laws relating 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, Epic or Cambridge University Hospitals. Please see this link for further details https://www.cuh.nhs.uk/patient-privacy/.

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