UCSF Benioff Children's Hospital Oakland MyChart Frequently Asked Questions

What do I do if my activation code expires, I lose my activation letter, or I receive an error message during activation?
If I forget my Username, how can I retreive it?
How can I reset my password?
What is MyChart?
How is MyChart access configured for different aged patients?
How do I sign up for MyChart?
Is an email address required in order to activate a MyChart account?
Do you offer MyChart in Spanish?
How can I update my telephone number or address in MyChart?
How do I view my child's health record in MyChart?
Can a fmaily member and I share a MyChart account?
Can there be more than one designated Caregiver for a single patient?
Can there be more than one patient assigned to a single Caregiver?
Can an aunt, uncle, grandparent, or other non-parent be a MyChart Caregiver?
Where can I view/print the After Visit Summary from a previous appointment?
If some of my health information is not correct, what should I do?
Can I email my physician through MyChart?
Can I request or cancel appointments through MyChart?
How do I view test results in MyChart?
Can I view test result interpretations in MyChart?
When do my test results appear in MyChart?
Why can't I see certain test results in MyChart?
How do I request additional assistance with MyChart?
How do I download the MyChart Mobile App?

What do I do if my activation code expires, I lose my activation letter, or I receive an error message during activation?

Your MyChart activation code is valid for 180 days. If your code expires before you activate your account, ask for a new code at any BCHO clinic, inpatient unit, Emergency Department, Patient Financial Counselor Office, or call MyChart Support at 510-428-3200 24 hours a day, 7 days a week.

If you receive an error message during activation, check that you entered the code correctly (it can be entered in upper or lower case), and that the birthdate and zip code entered are applicable to the person that the letter is addressed to. Caregiver letters require input of the caregiver birthdate and zip code, while patient letters require input of the patient birthdate and zip code.

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If I forget my Username, how can I retreive it?

  • Navigate to the MyChart sign-in page
  • Under the My Chart Username entry field, click the "Forgot MyChart Username?" link.
  • Follow the prompts.
Or, call MyChart Support at 510-428-3200 24 hours a day, 7 days a week.

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How can I reset my password?

When you signed up for MyChart you were asked to choose a password reset question. This will allow you to reset your password if you forget it or want to change it for security reasons.

  • Navigate to the MyChart sign-in page
  • Under the password entry field, click the "Forgot Password" link.
  • Follow the prompts. The system will ask you the password reset question. If you correctly answer this question, you will be allowed to reset your password.
If you cannot reset your own password, call MyChart Support at 510-428-3200 24 hours a day, 7 days a week.

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What is MyChart?

MyChart offers free, personalized, and secure online access to portions of your or your child’s UCSF Benioff Children’s Hospital Oakland electronic medical record. MyChart allows you to view:

  • A summary of your/your child’s medical history at UCSF Benioff Children’s Hospital Oakland
  • Medications prescribed by Children’s providers
  • Non-sensitive lab test results taken during a clinic visit, emergency room, or inpatient stay
  • Past appointments and After Visit Summaries
  • Hospital admissions and discharge instructions
  • Allergies and immunizations
  • Appointment reminders

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How is MyChart access configured for different aged patients?

Patients age under 12:

Parents and legal guardians can sign up to access MyChart for patients under the age of 12. The parent/guardian must sign the MyChart Consent agreement. Patients under 12 cannot have their own MyChart account.

Patients age 12–17:

Both the patient and parent/guardian can sign up for MyChart. Access can be granted to just one party. If just one party wants access to a MyChart account the parent/legla guardian must sign the MyChart Consent form.

Due to California state law, parents or guardians of patients aged 12-17 have reduced access to their child’s records in MyChart. They are restricted from viewing patient medications and appointments for sensitive services. Patients can access their own records without these restrictions, although sensitive lab results are blocked from all MyChart users.

Patients age 18 and over:

Patients may sign up for their own MyChart account. Typically, parents/guardians cannot have access to the MyChart account of an over-18 patient (exceptions require proof of continued legal guardianship after the age of 18).

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How do I sign up for MyChart?

Patients/Parents/Guardians can sign the MyChart Consent Agreement and subsequently request a MyChart activation code during their clinic visit, Inpatient stay or ED visit. This code will enable you to create your own username and password and establish a security question and answer. If you have not created your account within 180 days of receipt of the activation code, you will need to request a new code. Computers are provided for patient exclusive use to activate MyChart accounts in the Cafeteria, OPC Lobby, Teen Clinic, Primary Care Clinic, and Walnut Creek campus. Once your account is active, you may access it via any web browser or through the free MyChart Mobile app on any Android or Apple device.

If you’ve lost your letter or activation code, please phone: 510-428-3200 to access MyChart Support, 24 hours a day, 7 days a week. You will receive a call back within 48 business hours.

Foster parents are not permitted to access MyChart.

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Is an email address required in order to activate a MyChart account?

Providing an email address is optional but strongly encouraged. Your email address is used to send you “tickler” alerts when there is new information in your MyChart account, such as new lab test results or an upcoming appointment. You will always need to log into MyChart to view the new information. BCHO will never sell your email address to another company or use it to send you unsolicited information from BCHO. For more information on ways UCSF Benioff Children’s Hospital Oakland protects your privacy, visit our Health Information Privacy Practices.

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Do you offer MyChart in other languages, such as Spanish?

Currently, the only language supported in MyChart is English.

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How can I update my telephone number or address in MyChart?

  1. Log into MyChart and on the left menu click: Preferences
  2. Click: Change Address
  3. Make your corrections and click: Accept Changes.
A message will be sent to your physician's office requesting an update to your phone number or address.

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How do I view my child's health record in MyChart?

MyChart Caregiver access allows you to log into your personal MyChart account and view your child’s information. Due to state and federal laws providing additional privacy rights for adolescents’ when the child is between ages 12 - 17 the caregivers MyChart access is limited.

Parents/legal guardians cannot have Caregiver access to a child’s record after he/she turns 18 years unless they have proof of ongoing legal guardianship (as in cases of diminished capacity).

Caregiver Access for Parents/Legal Guardians: Gives parents and legal guardians access to information for patients under age 18. Through Caregiver access, parents and legal guardians can keep track of vaccination records, growth charts, diagnoses, appointments, lab test results, and medical instructions.

  • For children under age 12, parents and legal guardians can establish Caregiver access with full access to their child’s MyChart. When the child turns 12, Caregiver access is automatically modified to limited access.
  • For children ages 12-17, features and information available to the Caregivers is limited. Caregiver access is automatically terminated when the patient turns 18.
  • At age 18, Patients age 18 and over do not need to sign a Consent agreement in order to have a MyChart account. Caregiver access for parents/guardians is not offered except in cases of diminished capacity.
  • Caregiver Access for Legal Representatives: Gives legal representatives access to information for patients who are incapacitated, have an intellectual disability, or may otherwise be unable to act on their own behalf. For more information, contact Health Information Management at 510-428-3730 or 510-428-3201.
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Can a family member and I share a MyChart account?

To ensure the safety of your child’s information, patients cannot share an account with a parent and parents cannot share an account. Two parents who both wish to access their child’s information must each sign and submit a Parent/Legal Guardian Agreement and create their own MyChart accounts.

For information about guardianship or the acceptable forms of proof, please contact Health Information Management at: 510-428-3730 or 510-428-3201

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Can there be more than one designated Caregiver in MyChart for a single patient?

Yes. Yes there can be more than one parent or legal guardian to have access to his/her MyChart information. A separate Consent must be completed for each Caregiver account.

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Can there be more than one patient assigned to a single Caregiver?

Yes. An individual can serve as a Caregiver for more than one child and/or adult. A separate Consent form must be completed for each Caregiver relationship. A Caregiver for multiple patients will see a separate profile icon for each patient when they log into MyChart.

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Can an aunt, uncle, grandparent, or other non-parent be a MyChart Caregiver?

No. MyChart access can only be granted to parents and legal guardians. Foster parents are not permitted to have access to MyChart.

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Where can I view/print the After Visit Summary from a previous appointment?

  • Log in to MyChart.
  • Click on the "Visits" option.
  • Select the "Appointments and Visits" option.
  • Locate the appointment for which you want to view the After Visit Summary (AVS).
  • For a printer-friendly view, click on the printer icon.

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

Your MyChart information comes directly from your electronic medical record. Ask your provider to correct any inaccurate information at your next clinic visit or submit update requests directly from the Current Health Issues, Medications or Allergies sections on the left menu in MyChart.

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Can I message my physician through MyChart?

Yes

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Can I request or cancel appointments through MyChart?

Certain clinics allow these features. In the future we plan to offer these features for all clinics. In the meantime, please continue to call your BCHO clinic to schedule, change, or cancel appointments.

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How do I view test results in MyChart?

To view results:

  • Click on the "Health" option
  • Click: Test Results
  • On the Test Results page, click anywhere within the row to display the results for that test.
If you don’t see your child’s test results, please note:
  • It may take some time for your tests to come back. Different results vary in the amount of time it takes for them to appear in MyChart.
  • Test results that are stored in your/your child’s medical record as a PDF cannot be displayed in MyChart. These include EEGs, EKGs, Echos, and hearing tests. Please contact Health Information Management at 510-428-3730 or 510-428-3201 for those results. You may also directly request a copy of the results from your physician's office.
  • Certain sensitive lab tests are not displayed in MyChart.
  • If you feel that your test results should be available but you don’t see them in MyChart, call your physician’s office.

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    Can I view test result interpretations in MyChart?

    MyChart provides the test result and, where available, a normal range for that test result. Please be aware that the normal range for a test result may be different for different patients. MyChart is not intended to replace communication with your provider. Your provider will continue to communicate with you about your test results and the action you should take based on the result.

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    When do my test results appear in MyChart?

    It may take several days or even weeks for certain tests to be resulted. If you feel that your test results should be available but you don't see them in MyChart, call your physician’s office to discuss the test results. Inpatient test results will typically be available in MyChart 36 hours after discharge, and outpatient test results will typically be available in MyChart 72 hours after the final result is communicated to your physician.

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    Why can't I see certain test results in MyChart?

    MyChart provides access to portions of your medical information stored in yours / your child's medical record. The MyChart homepage displays a list of information currently available.

    If you need a complete copy of your medical record, please contact Health Information Management for information about the Release of Information process.

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    How do I request additional assistance with MyChart?

    Call MyChart Support at 510-428-3200 24 hours a day, 7 days a week.

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    How do I download the MyChart Mobile App?

    To use the free mobile MyChart app for Android or Apple devices, you must first activate a MyChart account and create your username and password.

    1. Search for the free "MyChart" app from Epic Systems in the Apple App Store or Google Play Store
    2. Download and install the MyChart App onto your device
    3. Select "UCSF Benioff Children’s Hospital Oakland" from the list of healthcare providers
    4. Login with your MyChart ID and password
    Note: the MyChart app does not accept special characters in your password with Android devices. If you have special characters in your MyChart password, please logon to Mychart and change your password, THEN download the app.

    To protect your personal information, the app uses the same type of security measures as mobile banking apps. No sensitive data is stored on the device’s memory. You should always log-out at the end of your session to further protect your personal health information.

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