MyChart Merger Update

MyChart

Your electronic health record

MyChart is a secure, online patient portal that gives you access to your health information from anywhere, at any time and at no cost. It allows you to access your medical and personal health information in one record, and helps you monitor your health status to make more informed decisions about your health.

All you need is access to a computer or mobile device connected to the Internet with an up-to-date browser. You can access MyChart from Apple or Android devices if you have installed the MyChart app.

 

Log in to MyChart 

Laptop with MyChart on screen

Your health information will be 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.

To learn more about MyChart and how to sign up, read the MyChart FAQs or download the MyChart Quick Start Guide.

Sign up or login in to MyChart now.

 

What’s New for MyChart - Fall 2021 

 

Nouveautés de MyChart - Automne 2021 

 

 

Form 

MyChart access

 

MyChart Frequently Asked Questions

General Information

What is MyChart?

MyChart is a secure, online patient portal that gives you access to your health information from anywhere, at any time and at no cost. It allows you to access your medical and personal health information in one record, and helps you monitor your health status to make more informed decisions about your health.

Who can have access to MyChart?

All patients who receive care at these health-care partners will have access to MyChart:

  • The Ottawa Hospital
  • Hawkesbury and District General Hospital
  • Renfrew Victoria Hospital
  • St. Francis Memorial Hospital (in Barry’s Bay)
  • The Ottawa Hospital Academic Family Health Team
  • The University of Ottawa Heart Institute
  • Deep River and District Hospital
  • Kemptville District Hospital
  • Winchester District Memorial Hospital

 

Signing Up

How do I sign up?

There are a few ways to sign up for MyChart—for all of these you will need a valid email address.

  1.  The clerk at your clinic can send you an email with an activation code when you check in for your appointment.
  2.  Clinic staff can sign you up directly when you are in the exam room.
  3.  You can receive a MyChart activation code on your After-Visit Summary.
  4.  You can complete a paper form to request an activation code, after which you’ll receive an activation code by email.
  5.  Visit the hospital’s Health Records Department.

I just received my activation code. Now what?

You will need access to a computer or mobile device connected to the Internet with an up-to-date browser.

  1.  From the MyChart login page, epicapps.toh.ca/mychart, click ‘Sign Up Now’ in the New User section.
  2.  Enter your activation code and other personal verification items, such as your health card number and your date of birth. Click Next.
  3.  On the next page, choose the following:
    • MyChart username. This should be something that others wouldn’t be likely to guess but easy for you to remember. It cannot be changed at any time.
    • Password. This should be a unique combination of numbers and letters, using both uppercase and lowercase letters. Your password must be at least eight characters long, and must be different from your MyChart username. Choose a password that you don’t use for other websites.
    • Security question. This question will be used to verify your identity if you forget your MyChart password. Choose a security question from the list and enter your answer. Your answer cannot include your MyChart password.
  4.  On the next page, choose whether you want to receive a notification message in your personal email when there is new information available in your MyChart account. If you opt to receive email alerts, enter your email address.

 

Is there an app for that?

MyChart for iOS and MyChart for Android are portable versions of MyChart that you can use to manage your health information on the go! The mobile apps contain many of the same features as the MyChart website.

To install the MyChart app, go to the App Store or Google Play Store and search for “MyChart.”

What do I need to view MyChart?

You will need access to a computer or mobile device connected to the Internet with an up-to- date browser. You can access MyChart from Apple or Android devices if you have installed the MyChart app.

 

Your Medical Record

What do I see in MyChart?

You will see:

  • A list of your health issues, allergies and medications
  • Most lab and imaging results
  • Upcoming and post ambulatory care appointments, along with summaries from you visits
  • Visit summaries from the Emergency Department and inpatient units

How far back will my medical information go in MyChart?

MyChart will show your medical information from January 2016 forward.

How do I see my test results?

In MyChart, click on “Health” and select “Test Results.” On the “Test Results” page, click anywhere within the row to display the results for that test. Your lab results will appear within five business days from being resulted, and your imaging results will be available within seven days after the completion of the reporting on the studies. Please note that some results will not be available in MyChart

How do I see my notes in MyChart?

To view clinical notes, log on to MyChart and click on the “Health” tab and select “Appointments and Visits.” If applicable, clinical notes will be available under “After Visit Summary” or “Notes” tab.

Some of my health information on MyChart is incorrect. What should I do?

Your health-care provider reviews and updates your health information in the electronic health system during and after each visit. Ask your healthcare provider to correct any incorrect information at your next clinic visit.

Patients and proxies can add and update information about allergies and medications through MyChart. Once this information is added, your health-care provider will discuss it during your next visit.

 

MyChart for My Family

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

Yes, you can. This is called a proxy access.

There is a procedure in place if you would like access to a patient’s MyChart, or give someone access to your MyChart. Please ask about this feature during your next registration, or visit our Health Records Department to complete a Proxy Consent Form.

 

Security and Privacy

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.

What should I do to help keep my account secure?

Play your part in protecting your personal health information by:

  • Giving accurate information when you sign up (for example, your email address, your names and your date of birth)
  • Keeping all private information secure: your MyChart activation code, MRN number, username, password and the security question you chose to recover your password if needed
  • Setting a strong password. Your password should be at least eight characters and include one letter and one number. Use both upper and lower case letters with numbers and symbols to make your password stronger
  • Protecting your device (Computer or mobile device) with a password
  • Using a password protected screen lock with a timeout on your device
  • Installing up-to-date personal firewall software, anti-malware and anti-spyware protection
  • Installing the latest updates to your operating system (Windows, iOS, etc.)
  • Not logging into MyChart from a shared or public computer, where you cannot be sure of the device security
  • Never responding to emails that ask you to change your MyChart username and password. We will never ask you to change your MyChart username or password by email.

 

Having an Issue?

I forgot my MyChart ID/password. What should I do?

Click the link below the login or password field for assistance. You will have to enter your username, date of birth and health card number or medical record number. The next screen will explain the process to regain access. You will be sent a code by email that you will have to enter. Once this is done, you will be logged in. If you are still having trouble logging in, you can contact the support team at the hospital where you typically receive care.

My activation code does not work. What should I do?

For your security, your activation code expires after 14 days. Also, it is no longer valid after the first time you use it.

I was suddenly logged out of MyChart. What happened?

If your keyboard remains idle for more than 15 minutes, you will automatically be logged out. This helps protect your privacy and the security of your information. Log out of your MyChart session if you ever need to leave your computer, even for a short time.

I am not getting email alerts about new information in MyChart. Why?

You only receive email alerts when new information (like lab results, messages and appointment reminders) appear in MyChart. If you are not getting alerts:

  • Check your Junk Mail folder for email alerts. If you see messages there, change the settings on your email filter to allow these messages.
  • Check your notification preferences in MyChart. Click on “Settings” and select “Notifications” to make sure your correct email address is entered and that you are signed up for the alerts you want to receive.


MyChart Merger Update

During a recent update of our electronic health record system, an error occurred that led to incorrect information being added to some patient charts. The error incorrectly identified some patients as the same person and combined their health records.  

As soon as the issue was identified, these charts were temporarily restricted in MyChart, to protect patient privacy. Care teams were also alerted immediately, and they have taken extra precautions to ensure the information they have for every patient is accurate. The original merge error has been fixed, and there is no risk that any further charts will be combined.  
The Digital Solutions teams have separated all charts that were combined because of this issue, and they are now working with care teams to confirm that all the information in these charts is accurate. Throughout this process, we continue to ensure that our care teams have the information they need to provide safe and effective care to all patients.  
How to know if your chart was impacted:
If you have questions, please contact: inquiries@myatlasalliance.ca

This is not a cyber security issue. 

If your personal information or personal health information may have been breached, you will receive a letter from our Privacy Office in the coming weeks. 

In the process of correcting this information, some patient appointments were also affected. Care teams are working to rebook patients as soon as possible.   

Some patients may continue to experience disruptions in accessing MyChart or may receive updates from MyChart as this information is corrected. We apologize for the inconvenience and thank everyone for their patience.       

 

Hello World

Introducing Hello World, a communication platform which enables secure patient text messaging, streamlining care-related messaging to patients across the Atlas Alliance. With Hello World, patients will receive timely SMS reminders for their scheduled appointments and have the ability to confirm their appointment.

 

For more information, please read the Hello World FAQs:

What are appointment and case (procedure) text messages?

You can choose to receive text messages to help you keep track of upcoming appointments and procedures with Atlas Alliance organizations.

When you receive a confirmation message, you can reply to let your care team know that you plan to attend. The message will come from the five-digit number 28527.

You cannot use these messages to cancel or reschedule an appointment or procedure, ask questions or send personal health information. If you do not reply, your appointment or procedure will remain scheduled.

What will the text message look like?

The message will come from 28527 and identify the Atlas Alliance as the sender. You may want to save this number in your contacts.

The message will include instructions for confirming your appointment or procedure.

How do I confirm my appointment or procedure?

Follow the instructions in the text message. You may be asked to reply with a word or number, such as YES or 1.

Reply using only the word or number shown in the message.

Will I receive a message after I confirm?

Yes. After you confirm, you will receive another text message letting you know that your appointment or procedure has been confirmed.

If you cannot confirm by text, contact the clinic directly.

What should I do if my reply does not work?

Check the instructions in the message and try again.

When you reply:

·         Use the word or number shown in the message.

·         Do not add other words, punctuation or emojis.

·         Reply from the same phone that received the message.

If you still cannot confirm, contact the clinic directly. Not confirming by text does not cancel your appointment or procedure.

Can I cancel or reschedule by text message?

No. You can only use the text message to confirm that you plan to attend.

To cancel, reschedule or ask a question, contact the clinic directly at the phone number provided.

What happens if I do not reply to confirm?

Your appointment or procedure remains scheduled unless you communicated directly with the clinic.

Contact the clinic if you are unsure about the status of your appointment.

Can I confirm more than one appointment?

If you have more than one appointment on the same day, you may receive one message asking you to confirm all of them. Follow the instructions in the message.

How do I start receiving confirmation text messages?

You must agree to receive text messages before the Atlas Alliance can send them to you.

You can:

·         Text START to 28527.

·         Turn on text messages in your MyChart communication preferences.

·         Ask registration or clinic staff to update your preferences.

·         Contact MyChart Support.

In MyChart, open the menu and select Account Settings, followed by Communication Preferences.

Do I need a MyChart account?

No. You do not need a MyChart account to receive confirmation messages if you have agreed to receive text messages.

If you have a MyChart account, you can use it to review and update your communication preferences.

How do I stop receiving text messages?

You can:

·         Text STOP to 28527.

·         Update your communication preferences in MyChart.

·         Ask registration or scheduling staff to update your preferences.

·         Contact MyChart Support.

Texting STOP to 28527 stops both appointment and procedure confirmation messages from the Atlas Alliance.

If you use text messages to verify your identity when signing in to MyChart, you will continue to receive those security codes.

Choosing not to receive text messages does not cancel your appointments or procedures.

What if I stopped the messages by mistake?

Text START to 28527 to begin receiving messages again. You can also update your communication preferences in MyChart.

Will I be charged for the text messages?

There is no fee from the Atlas Alliance for these messages. Standard text message or data charges from your mobile service provider may apply.

Will I receive messages in my preferred language?

If your preferred language is selected in Epic during registration or check-in is available for these messages, you will receive them in that language. If a translation is not available, the message will be sent in English.

Languages offered: English, Arabic, Danish, German, Spanish, Finnish, French, Dutch, Portuguese, Russian, Swedish, Tagalog, Vietnamese, and Chinese (Simplified).

 

What should I do if my telephone number changes?

Update your telephone number:

·         In the Personal Information section of MyChart.

·         By contacting your clinic or hospital.

·         By contacting MyChart Support.

You will need to agree to receive text messages at your new number.

Why did I receive a message for someone else?

You may receive a message for someone else if:

·         You are their parent, legal guardian or authorized MyChart proxy.

·         Your telephone number was added to their health record by mistake.

·         The telephone number in their health record is out of date.

Do not share or forward the message. If you think you received it by mistake, contact the clinic so the patient’s information can be updated.

How is my personal information protected?

Confirmation messages contain limited information about your appointment or procedure. Do not forward the message or share its contents with others.

Text messages will contain only the minimum information necessary to help you confirm your appointment or procedure. To protect your privacy, detailed health information will not be included in text messages.

The Atlas Alliance will never ask you to provide your password, banking information, credit card information, or personal health information by text message. If you receive a message requesting this information, do not respond.

Because text messages may be viewed by anyone with access to your mobile device, please do not forward messages or share their contents with others.

Will I still receive automated telephone calls?

Depending on the organization in the Atlas Alliance, you may receive an automated telephone call, a text message or both, depending on the type of appointment and your communication preferences.

Stopping text messages does not stop automated telephone calls.

What happens if I manage another patient’s MyChart account?

If you are a parent, legal guardian or authorized MyChart proxy, you will receive SMS reminders if the underlying account does, i.e., their communications preferences are what controls communication. Your personal account has separate preferences.

Who should I contact if I need help?

For questions about your appointment or procedure, contact the clinic using the telephone number in your appointment information.

For help with MyChart or your communication preferences, contact MyChart Support.

Do not send personal health information by text message.

What is the Atlas Alliance?

The Atlas Alliance is a group of hospitals and health-care partners in the Ottawa region and beyond that use the same digital health record system.

Atlas Alliance participating organizations (joining partners are in bold):
Arnprior Regional Health, Deep River & District Health, Glengarry Memorial Hospital, Group Health Centre (Sault Ste. Marie), Hawkesbury District General Hospital, Kemptville District Hospital, Hôpital Montfort, Mississippi River Health Alliance (Almonte General Hospital, Carleton Place & District Memorial Hospital), Pembroke Regional Hospital, Queensway Carleton Hospital, Renfrew Victoria Hospital, St. Francis Memorial Hospital, The Ottawa Hospital, The Ottawa Hospital Academic Family Health Team, The Royal (Ottawa and Brockville campuses), The University of Ottawa Heart Institute, and Winchester District Memorial Hospital.