MyChart Frequently Asked Questions

Below are some frequently asked questions about MyChart. If you cannot find the answer, please call our Technical Support team at 802-847-7500 or toll-free at 1-888-979-1414.



Important message for patients of Central Vermont Medical Center, Porter Medical Center, and Champlain Valley Physicians Hospital.


As of November 9, 2019, these hospitals’ outpatient portals have been replaced by MyChart, a new and improved patient portal powered by Epic. This change is part of a UVM Health Network-wide transition toward a more connected, safe, secure, and convenient online health experience for all patients.



Details for CVMC patients


As of November 9, 2019, no new information, appointments, and messages will show up in your previous Medical Group Practices portal (powered by eClinicalWorks). You will still have access to your outpatient information in that portal after November 9, but no new information will be added. To view new medical information and test results, see upcoming appointments, and send messages, you should create a MyChart account at MyChart.UVMHealth.org.


MyChart is NOT replacing CVMC’s inpatient health portal-Meditech Central to Your Well Being—at this time. Patients receiving inpatient services, which often involve hospital stays, will maintain access to the existing inpatient portal until October 2020.


Details for Porter patients


As of November 9, 2019, you should stop using your existing MyHealth patient portal to access information from outpatient practices and clinics. You will still have access to your information in this portal after November 9, but no new outpatient information will be added. To view new outpatient medical information and test results, see upcoming appointments, and send messages, you should create MyChart accounts atMyChart.UVMHealth.org.


Please note: MyChart is NOT replacing the inpatient information and features within the MyHealth portal at this time. Patients receiving inpatient services, which often involve hospital stays, will continue to use MyHealth as their inpatient portal until October 2020.


Details for CVPH patients


As of November 9, 2019, you will now have access to MyChart for outpatient practice information and services, like secure messaging with your doctor’s office, online appointment requests, prescription renewal requests, real-time test results, and more. To get started with MyChart, you should create an account at MyChart.UVMHealth.org.


Please note: MyChart is NOT replacing the information and features within the HIXNY portal. Patients may continue to use HIXNY at this time.



General Questions:
What is MyChart?
Who can access MyChart?
Is there a fee to use MyChart?
I'm not very good with computers. Will MyChart be confusing?
How do I sign up?
Who do I contact if I have further questions?
If I already have a UVM Medical Center MyHealth Online account, do I need a new MyChart account?
Your Medical Record:
When can I see my test results in MyChart?
What historical test results are visible 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 or request an appointment through MyChart, when can I expect a reply?
Can I send data, like blood sugar readings, to my provider in MyChart?
How do I access my After Visit Summary and visit notes?
Can I download my medical records from MyChart?
MyChart For My Family:
Can I ask questions regarding a family member from my MyChart account?
Why can’t I share a MyChart account with my spouse, or use the same email address for all accounts in my family?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new access code since I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is my health information protected in MyChart?
I was logged out of MyChart -- what happened?
What technology do I need to use MyChart?
My activation code or link does not work—what should I do?
Is my activation code my user ID?
Billing
Which bills can I pay within MyChart?
Can I see and pay a bill for another person’s account?
How do I pay a bill in MyChart?
Can I request financial assistance or set up a payment plan?
Viewing Another Patient’s Account (Proxy Access)
How can I access the medical information of a person I care for?
What information can be seen with proxy access?
What information cannot be seen with proxy access?
How long does proxy access last?
How can I remove someone from having proxy access to my account?

What is MyChart?

UVM Health Network’s MyChart is a secure, web-based patient portal that offers personalized, online access to portions of your medical records. It enables you to securely manage and receive information about your health.

With MyChart, you can:

  • Request medical appointments.
  • Begin the check-in process online before an upcoming appointment.
  • View your After Visit Summary and provider notes.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Customize your MyChart account by choosing your pronoun and preferred nickname.
  • Easily switch from your account to the accounts you have permission to view (proxy accounts).
  • Send secure messages to your medical care team.
  • Link your accounts from other organizations that use MyChart.
  • Grant one-time, online access to health information available in MyChart.
  • And more.

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Who can access MyChart?

If you have an existing UVM Medical Center MyHealth Online account, then you will automatically have an account within MyChart. This is because on November 9, 2019, MyHealth Online was upgraded and renamed MyChart. Patients with existing MyHealth Online accounts do not need to create new MyChart accounts.


On November 9, MyChart also became available to patients of outpatient practices at:

  • Central Vermont Medical Center (CVMC)
  • Champlain Valley Physicans Hospital (CVPH)
  • Porter Medical Center

If you are a patient of these organizations, you can start using MyChart by activating your account (as long as you do not have an existing UVM Medical Center MyHealth Online account).


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Is there a fee to use MyChart?

We are pleased to offer MyChart free of charge, including the mobile app available to Apple and Android users.


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I'm not very good with computers. Will MyChart be confusing?

If you have ever ordered anything online, then you will be able to use MyChart. If you have any questions, please call 1-888-979-1414 (toll-free).


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How do I sign up?

Patients can sign up for MyChart via the following methods:


  • Sign up Online: You can go to MyChart.UVMHealth.org and verify your email and other personal information. You will then receive a verification email with an activation link.

  • Sign up in person: You can request access to MyChart at your next appointment. Office staff will issue an activation link that is emailed ot you and you will have 24 hours to activate an account.
  • After Visit Summary Document:If you are seen by a provider and issued a printed After Visit Summary after the appointment, you will have an activation code printed at the bottom of this document. The code will be active for 45 days from the time it is printed. To use this code, go to MyChart.UVMHealth.org and click “Sign Up Now.”
  • Billing Statement: If you’re a patient of the UVM Medical Center or Porter Medical Center and have a printed billing statement, you will have an activation code printed at the bottom of this document. To use this code, go to MyChart.UVMHealth.org and click “Sign Up Now.”

Please note: Patients with existing UVM Medical Center MyHealth Online accounts do NOT need to create new MyChart accounts.


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Who do I contact if I have further questions?

You can call our Technical Support Team at 1-888-979-1414 , 24 hours a day, 7 days a week.


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If I already have a UVM Medical Center MyHealth Online account, do I need a new MyChart account?

For patients who had a UVM Medical Center MyHealth Online account, even though the portal’s name has changed to MyChart, you do not need to create a new account. Your existing username and password will still grant you access to everything that MyChart offers. If you have forgotten your password, go to MyChart.UVMHealth.org and click the “Forgot Password.”


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When can I see my test results in MyChart?

Most of your test results are released to your MyChart account after your provider has reviewed them. Depending on the test, most results will be available within three days, but some more sensitive or complex tests may take up to two weeks. If you have a question about your test results, please contact your doctor’s office directly.


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What historical test results are visible in MyChart?

As of November 9, 2019, if you have had tests completed at the UVM Medical Center and/or outpatient practices at CVMC, Porter, and CVPH, you will see the following:

  • General and microbiology lab results (like blood and urine tests) going back 3 years
  • Pathology and cytology lab results (like biopsies) going back 10 years
  • Imaging results interpretation for radiology (X-rays, CTs, MRIs) and cardiology (EEG, EKG) going back 5 years

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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 are visible in MyChart. He or she will determine which test results are appropriate to share in person or over the phone, versus through MyChart.


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If some of my health information on MyChart is not correct, what should I do?

Your MyChart information, such as current issues, medication list, allergies, and immunizations, comes directly from your electronic health record at your doctor’s office. Ask your provider to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic health record at each visit.


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If I send a message or request an appointment through MyChart, when can I expect a reply?

You will generally receive an answer within two business days. Please note that MyChart should not be used for urgent medical situations. Please contact your doctor’s office by phone if the situation requires immediate attention, or

dial 911 if it is an emergency.


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Can I send data, like blood sugar readings, to my provider in MyChart?

Yes. If you monitor your health from home – whether it is your blood glucose levels or your blood pressure – you can record this data online to share with your provider. But if you have an urgent question or abnormal data to report, please call your provider's office. And, as mentioned above,

dial 911 if it is an emergency.


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How do I access my After Visit Summary and visit notes?

If you have a MyChart account, you will receive an email when your appointment’s After Visit Summary and visit notes are available. At this time, notes from inpatient hospital stays are not available online, and behavioral notes written by Psychiatry are not available online unless the health care provider opts to share them.


To view your After Visit Summary and notes from past appointments, sign in to your MyChart account and navigate to the Visits tab in the top toolbar and click on Appointments and Visits.


In the Past Appointments section, you will see your After Visit Summaries and notes below each appointment date.


Please note: If you are a UVM Medical Center patient, notes are available from visits that take place on or after June 15, 2017. If you are a patient of CVMC, CVPH, or Porter, notes are available from visits that take place on or after November 9, 2019.


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Can I download my medical records from MyChart?

MyChart allows you to view portions of your medical record, such as ongoing medical issues, lab results, medications, allergies, immunizations, and more. You can download and print your MyChart record as a PDF.


While logged in, navigate to the Health tab in the top toolbar. Under the Medical Tools section, choose Visit Records. You have the option to view and download your visit summaries individually, by date, all visits, or as your Lucy Summary, which is a list of your allergies, medications, current health issues, procedures, test results, and immunizations.


If you are looking for radiology images, or a copy of your entire medical health record, you may request it through the Medical Records office your specific affiliate hospital. Learn more and get instructions for requesting your entire medical record.


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

We strongly discourage this. MyChart offers direct access to your personal health record and communicating about another individual’s information would be placed in YOUR health record. Thus, this medical information would not appear in the correct health record and could potentially jeopardize medical care.


To learn more about becoming a proxy for a child, teen, or adult, which grants you access to their MyChart account, see How can I access the medical information of the person I care for?


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Why can’t I share a MyChart account with my spouse, or use the same email address for all accounts in my family?

The privacy of each individual’s personal health information is essential. MyChart protects information from unauthorized access by giving each person their own account. This means each person needs their own email address and password.


To learn more about becoming a proxy for a child, teen, or adult, which grants you access to their MyChart account, see How can I access the medical information of the person I care for?


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I forgot my password. What should I do?

To reset your password, navigate to MyChart.UVMHealth.org and click on the “Forgot Password” link. You may also call our Technical Support Team at 1-888-979-1414, 24 hours a day, 7 days a week to request a new, secure password.


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

Yes. You have two options to get a new activation code:


  • Sign up online: Browse to MyChart.UVMHealth.org and verify your email and other personal information. You will then receive a verification email with an activation link.
  • Sign up in person: Request a new activation code at your next appointment. Office staff will issue an activation link that is emailed to you and you will have 24 hours to activate an account.

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Where can I update my personal information (e.g., home addres, e-mail, or preferred name and pronoun)?

Log into MyChart. From the top navigation menu, navigate to the Profile tab and select Personal Information. Allow 24 hours for changes to show up in your medical record.


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How is my health information protected in MyChart?

The security of your health information is extremely important to us and we take great care to ensure it is kept private and secure. Access to information is controlled through several methods: secure access codes, personal IDs, strong passwords and—as of November 2019—two-factor authentication.


If you are a new MyChart user, or an existing user who has not signed in recently or is signing in from a new device, you will be asked to confirm your identity by entering a code sent to your email on file.


MyChart uses the latest technology to automatically encrypt your session with MyChart. Unlike conventional email, all MyChart messaging is done while you are securely logged onto our website, keeping your email exchanges with our providers confidential.


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I was logged our of MyChart -- what happened?

To protect the privacy and security of your information, you are automatically logged out of MyChart if your keyboard, touchpad, or mouse remains idle for 15 minutes or more. To ensure privacy, 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 technology do I need to use MyChart?

You need access to a computer or mobile device—such as a smartphone or tablet—that are connected to the internet and have an up-to-date browser.


MyChart is also available as a free mobile app for Apple and Android devices.


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My activation code does not work—what should I do?

For your security, your activation code expires after 45 days and is no longer valid after the first time you use it. If you still have problems, you can call our Technical Support Team at 1-888-979-1414, 24 hours a day, 7 days a week.


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Is my activation code my user ID?

No, your activation 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 45 days. When you log into MyChart for the first time, you will be asked to create your own unique MyChart ID and password. You will also be asked to complete two-factor authentication: How is my health information protected in MyChart?


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Which bills can I pay within MyChart?

It depends.


UVM Medical Center bills:


  • If you have a UVM Medical Center bill dated on or before November 8, 2019: You will need to pay your bill outside of MyChart, using the QuickPay tool: UVM Medical Center Quick Pay
  • If you have a UVM Medical Center bill dated on or after November 9, 2019: You will be able to view and pay your bill within MyChart. Sign in to your account and navigate to the Billing tab in the top toolbar and click Pay My Bill. For more information on paying your bill in MyChart, see: How do I pay a bill in MyChart?

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Porter Medical Center bills:


  • If you have a Porter bill dated on or before November 8, 2019: You will need to pay your bill outside of MyChart. You can view and pay your bill online in the My Health portal (powered by Meditech).
  • If you have a Porter bill dated on or after November 9, 2019:You may be able to pay for it in MyChart. MyChart allows you to view and pay Physician bills but not Hospital bills dated on or after November 1, 2019.
    • PHYSICIAN bills include physician evaluation, consultation, order management, test interpretation, and office procedures. To view and pay your PHYSICIAN bill (after November 1) in MyChart, sign in to your account and navigate to the Billing tab in the top toolbar and click Pay My Bill. For more information on paying your bill in MyChart, see: How do I pay a bill in MyChart?
    • HOSPITAL bills include facility use, supplies, lab and radiology services, surgical and medical procedures, and hospital stays. To view and pay your HOSPITAL bill (after November 1), visit: My Health portal (powered by Meditech).
  • For billing help, please contact Porter's billing department directly:

CVPH bills:

  • If you have a CVPH bill: You will not be able to view or pay any of your bills within MyChart.
    • To view and pay your bills online, visit CVPH Online Payment Center
    • For billing help, contact CVPH’s billing department directly:
      • Phone: 518-562-7075

CVMC bills:

  • If you have a CVMC bill: You will not be able to view or pay any of your bills within MyChart.

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Can I see and pay a bill for another person’s account?

A financial guarantor, or a person who is financially responsible for payment, can view billing information and pay bills for any patients for which they are financially responsible.


Please note: Financial guarantors can only view billing or financial information for patients under the age of 18. Patients become their own financial guarantors after age 18.


Financial guarantors of patients 18 older cannot pay in MyChart. These payments must be made by mail, phone or online using MyChart Guest Pay.


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How do I pay a bill in MyChart?

If you have any type of UVM Medical Center bill or a Porter Physician bill, you can pay your bill in MyChart. Begin by signing in to MyChart and navigating to the Billing tab at the top of the page. Select Pay Your Bill and find the appropriate link that describes your situation.


Within MyChart, invoice balances are displayed first by group or practice. Then the invoices are organized into two categories:

  • Invoices that the patient or guarantor can pay (patient balance invoices).
  • Invoices with an insurance carrier responsibility and/or invoices with no remaining balance due.

Please note: If you are the guarantor for any dependents, you can view a dependent's invoice under the guarantor category.


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Can I request financial assistance or set up a payment plan?

The UVM Health Network and its affiliate hospitals using MyChart offer many options, including payment plans and discounted or free care, for people who do not have insurance, who are not eligible for a government program, or who are insured but cannot pay for some reason. To learn if you are eligible, please contact the financial assistance department of the hospital from which you have an outstanding bill.


Please note: Once you have applied for financial assistance, the status of your application is visible within MyChart’s Billing tab in the top toolbar.


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How can I access the medical information of a person I care for?

If you are a spouse, caregiver, or parent who needs access to another patient’s MyChart account, you must first have your own MyChart account and then request to become a proxy. A proxy is a person who has been granted access to another patient’s MyChart account.


To request proxy access, you will need to submit a MyChart Proxy Access Request & Authorization Form to the patient’s provider office. Which proxy request form you need depends on the age of the patient.


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What information can be seen with proxy access?

Proxies can view any medical information available in MyChart. This includes upcoming visit details, After Visit Summaries, doctor’s notes, health summaries, current medications, health alerts and reminders, test results, and care team messages.


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What information cannot be seen with proxy access?

Proxies cannot see sensitive demographic information like sexual orientation and gender identification. In addition, proxies cannot view any billing or financial information.


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How long does proxy access last?

It depends on the age of the patient.

  • Patients ages 11 and younger: Proxy access lasts until the patient turns 12. Proxies will be notified prior to this date.
  • Patients ages 12-17: Proxy access lasts until the patient turns 18 or revokes access.
  • Patients 18 and older: Proxy access lasts until the patient revokes access.

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How long does proxy access last?

You can remove someone’s access to your medical information in two ways. First, you can call your doctor’s office and ask them to remove a person’s proxy access. Or, if you have your own MyChart account, login and navigate to the Profile section in the top toolbar and click on Family Access Settings. On this page, you can click and remove people in the ‘People who can view my account’ section.


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