MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
I am already enrolled in Baylor's MyChart, do I have to re-enroll in St. Luke's MyChart?
How can I become a St. Luke's patient?
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 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?
Where can I update my personal information (e.g., home address, e-mail 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 activation code does not work, what should I do?
Is my activation code my user ID?
What can I do if I am having trouble accessing MyChart via the web browser on my mobile device?
Is there a MyChart Mobile App for my mobile device?
My MyChart Mobile App is no longer working. What might have happened?

What is MyChart?

MyChart offers patients personalized and secure on-line 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:

  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Access trusted health information resources.
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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 will be issued a MyChart activation code during their clinic visit or on the After Visit Summary they are provided at the end of their visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may ask to sign up during your next office visit, call MyChart Support Services at (844) 528-8383 to receive your MyChart activation instructions or sign up online.

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I am already enrolled in Baylor's MyChart, do I have to re-enroll in St. Luke's MyChart?

Yes

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How can I become a St. Luke's patient?

To receive information about Primary Care Physician's at St. Luke's, please fill out the referral questionnaire at the following link:
https://www.stlukeshouston.com/Forms/PhysicianReferral.cfm

Or you may call the physician referral line at the number below:
(832) 355-DOCS (3627) (US Callers)
(832) 355-3350 (Non US Callers)

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Who do I contact if I have further questions?

For technical questions, contact MyChart Support Services at (844) 528-8383.
For clinical questions, please contact your provider.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account after your visit with St. Luke's. This is generally within 1-12 days. Some may take up to thirty days depending on the complexity of the test.

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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 able to 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 St. Luke's electronic medical record. Ask your health care provider to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic medical record 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 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Can I view a family member's health record in MyChart?

At this time, you can only view your information.

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

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.

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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.

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I forgot my password. What should I do?

You should contact MyChart Support Services at (844) 528-8383.

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

MyChart does not allow editing of demographic information at this time.

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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 activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart is owned and operated by Epic and is fully compliant with federal and state laws pertaining 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 Epic.

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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).

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, contact MyChart Support Services at (844) 528-8383.

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Is my activation code my user ID?

No, your activation code is not your MyChart username 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 username and password.

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What can I do if I am having trouble accessing MyChart via the web browser on my mobile device?

Please ensure that cookies are enabled on your device or computer. This should correct any issue you are having. If you still need assistance, please feel free to contact MyChart Support Services at (844) 528-8383.

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Is there a MyChart Mobile App for my mobile device?

MyChart for iPhone and MyChart for Android are portable versions of MyChart that patients can use to view their health information.
We know that patients can be very busy and secure online access to accurate and timely information gives you the opportunity to keep track of your health regardlesss of the time or your location.

How do I access MyChart Mobile?
patients can download the MyChart application to their iPhone or Android device to access medical information "on the go".

Android app on Google Play   Download from the Apple App Store

After downloading and installing MyChart, patients are prompted to identify their healthcare organization.

What features are available?
The MyChart for mobile apps offer several popular features that patients can use to review their electronic medical record.

  • View test results
  • View Medical information including Medications, Allergies, Immunizations and Current Health Issues
  • Viewing past and future appointment/visit details

Patients who have seen a MyChart active provider in St. Luke's outpatient clinic will also have the following additional features:

  • Confirm or cancel appointments directly from the mobile device
  • Medication refills
  • Send and Reply to Medical Advice Requests with your provider
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