UCSF MyChart Patient Handbook January 2016 1
UCSF MyChart Important Information UCSF MyChart: Empowering Patients to Participate in the Care Process As the UCSF Medical Center strives to deliver a brand of care that is truly patient-and-family centered, UCSF MyChart has delivered on the promise of being an incredibly important tool. UCSF MyChart is an easy, confidential way to stay in touch with UCSF Medical Center... while at home, work, anytime or anyplace you have an Internet connection. This "patient portal," is an online resource for your routine healthcare needs. There's no charge for requesting appointments or referrals, checking lab results and requesting medication refills. Unlike email, UCSF MyChart s messages use secure technology. Only you, your provider and your provider s authorized staff have access. UCSF MyChart patient portal is a milestone in the way we deliver healthcare to our patients. UCSF MyChart works by giving our patients views to portions of their official medical record housed in APeX, UCSF s electronic health record system. APeX stands for Advancing Patient-centered Excellence what we do best here at UCSF. While you will find this information very helpful in keeping track of your health information, MyChart does not include all of your medical information, and is not your legal medical record. If you would like a copy of your legal medical record, you will need to file a request for information with our Health Information Management department, call (415)353-3202 or visit: http://hims.ucsfmedicalcenter.org In addition to this booklet, you can find answers to your Frequently Asked Questions on the UCSF MyChart login web page: https://www.ucsfhealth.org/ucsfmychart/ 2
UCSF MyChart Basics MyChart Basics When you first login to MyChart, you will come to your personal landing page. You will know this is your page because your name will be in the top right corner. If you have access to more than your MyChart account, any proxies can be accessed by the tabs on the right side of the screen. If new information is available in your MyChart (i.e., a new test result has been posted, or a new message from your doctor or his staff), an alert will appear in the top box. Click on the alert to see your new information. All Features will be available on the top tabs/sections. Hover over each tab to see what features are available. You can get a snapshot of your health by clicking on My Medical Record, and then click on Health Summary. You ll be able to see, on one screen, information from your medical record such as current health issues, allergies, medications, immunizations. 3
UCSF MyChart Basics Current Health Issues Health Issues are recurring, long-term health problems, such as high blood pressure or lower back pain. They are viewable in MyChart in two areas; both are listed under My Health Info: 1. In your overall Health Summary 2. Under Current Health Issues Your provider has the option to not include all of your diagnoses in this section. If you believe an item is missing, or wish to make changes, you can request changes by speaking with your provider at your next visit. A patient can request a refill directly from MyChart by choosing My Medical Record and then Medications from the menu and clicking Request Refills button. 4
UCSF MyChart Basics Patient Appointment Requests Patients can request a new appointment through MyChart by clicking on Visits, and then clicking Request an Appt. This will open up the screen where you can designate an appointment request from your list of providers, type of visit and desired timeframe. The request will be sent to your provider s office, who will confirm the appointment with you through a MyChart message. You also have the option to view upcoming appointments, cancel appointments and view After Visit Summaries in this area of the menu. Make An Appt Patients can schedule and make their own appointment through MyChart for Primary Care Practices and some limited Specialty providers. If your provider allows Make an Appointment click on Visits, and then clicking Make an Appt. This will open up screens where you can designate Reason for Visit, Provider and the exact time and date that you would like to schedule. Please follow all 6 steps which will end at the Upcoming Appts to view the appointment you just scheduled. 5
UCSF MyChart Basics Visit Summaries The Visit Summaries/AVS menu option will list your past appointments. Any visit with an After Visit Summary or Provider Notes available will display disc/file icons in the Actions Column. Click on the Appointment row to view the After Visit Summary. Click Notes to view any provider notes that may be available. 6
UCSF MyChart Basics Cancellation requests can be submitted ONLY for those appointments that are scheduled to occur at least 24 hours in the future and for those practice areas that support this function; otherwise, you must call your doctor s office. Click on Visits, and then Cancel Appts. You ll see your upcoming appointments listed. Click the radio buton on the appointment you d like to cancel, and click continue to complete the Cancellation. Click the Confirm Cancellation button to complete the Cancellation workflow. 7
UCSF MyChart Basics Message Your Provider You can send a non-urgent medical question to your provider s office by clicking on Messaging and then clicking on Get Medical Advice. The names that appear in the To the office of drop down box are providers that you have had an appointment with in the past two years.! When you send a message, please be aware that this may be read by your providers care team. You should expect a response within three business days. This is also where you will view messages coming from your doctor s office. To read a message, click on Inbox, highlight the message and click. 8
UCSF MyChart Basics Patient Test Results You can view your test results by clicking on My Health Info and Test Results in the main menu. Clinical labs are sent to you automatically when they are completed and radiology results are sent five days after completion. Hospital Lab results can be viewed by clicking on the Include Hospital Results button.! Clinical lab results are automatically sent to you once they are finalized by our UCSF Medical Center lab, so please allow time for all results your provider ordered to be sent to you. Since you are viewing the full, unedited results, some of the language may not be familiar to you and might even be confusing or concerning. Please discuss any questions raised by these results at your next visit or message your provider through the Messaging menu. What test results are Available in MyChart? Only those labs completed by a UCSF Medical Center lab or released to UCSF via Sunquest or Quest are viewable in MyChart. Lab results are automatically released to MyChart.. Pathology reports and other results are not included in your electronic test results. In addition, sensitive test results, such as genetic tests, drug screens, HIV and STDs, are automatically blocked from appearing in UCSF MyChart. 9
UCSF Family s Records My Family s Records For patients under age 18, proxy access can only be given to their parents or legal guardians; these parents/guardians must talk with their child s provider s office in person to begin the process. A proxy permission form must be completed before proxy access can be granted. Proxy access is also offered to legal guardians of patients with disabilities. Certain documents may be required to sign up for this access. Contact the patient s practice for more information. Family Access Settings Once proxy access is established, go to Preferences, and then click on Personalize to view who you can access. You can access the family member by clicking on their name tab on the left hand corner side. 10
UCSF Family s Records Peds and Teen Proxy Access Before a child turns 12, the parent/guardian can view the child s entire UCSF MyChart. After their child turns 12 and until he/she turns 18, the parent/guardian proxy can only some things on the child s MyChart: Proxy access is automatically adjusted as children and teens age: the day before a child turns 12 and again when he/she turns 18. In order to sign up for either pediatric or teen proxy, talk with the front desk at your next provider visit in person. There is a process that needs to take place in order to receive an activation code: o A Ped or Teen Proxy Authorization Form MUST be signed by the parent/guardian prior to either party receiving an activation code o Children under 12 do not have their own access to MyChart o Parents can sign up & receive an activation code without their teen being on MyChart o Teens can receive an activation code without their parent being on MyChart o There s no limit to the number of parents/guardians that can be signed up for one teen or child 11
UCSF MyChart Download Summary Download Summary What s your Lucy record? It s a Download Summary - a portable copy of your allergies, medications, current health issues, procedures, test results, and immunizations from UCSF MyChart. You can put your Lucy record on a USB drive and take it with you to share with your other healthcare providers. You can also preview your own Lucy health record. Follow the steps outlined on UCSF MyChart and be sure to remember your password and make it at least eight characters long. This feature is compatible with PCs and not currently with MACs. Once you retrieve your file, keep your personal file in a safe place if you choose to print it. 12
Common Patient Questions What is UCSF MyChart? UCSF MyChart offers you (patients) personalized and secure on-line access to portions of your health information. It enables you to securely use the Internet to help manage and receive information about your health. With UCSF MyChart, you can use the Internet to: Message your health care provider Request an appointment or referral View some past visit information and upcoming appointments Check some results and graph your trends Refill a prescription Link to your child s health information by proxy if your child is 0-11, Link to some of your adolescent s health information by proxy if your adolescent is 12-17 View some of your electronic health information Is there a fee to use UCSF MyChart? There is no charge to access and use UCSF MyChart. How do I sign up? You need an activation code in order to sign up as a new user to UCSF MyChart. This activation code will enable you to login and create your own username and password. There are a few different ways to secure your activation code: Ask your provider at your next provider visit or ask at the practice s front desk and they will print you an activation code. Also, you can look on your After Visit Summary (AVS) that you are given at the close of your visit. If you aren t currently on UCSF MyChart, the system automatically issues an 13
activation code to you. This code is good for 60 days. Please activate your account as soon as possible. You can also call UCSF MyChart Customer Service and they will send you an activation code through the US Mail or by email. You can also contact UCSF MyChart Customer Service by emailing them and they will send you an activation code either through the US Mail or by return email; email UCSFMyChart@ucsfmedctr.org and send us our required means of identifying you (name, address, date of birth and last four digits of your social security number). Include how to call you if we have additional questions. How old do I have to be to sign up for UCSF MyChart? You must be 12 years old to sign up for UCSF MyChart. If you are 0-11, your parents or guardians can access UCSF MyChart on your behalf. If you are 12-17, you can access your own UCSF MyChart account and your parents/legal guardians can access some of this information as your proxy. Can I get UCSF MyChart on my mobile device? Yes! Download the UCSF MyChart APP from the APP store.. Download the Epic MyChart APP and search under California for UCSF MyChart. A few things are different on your mobile UCSF MyChart than the complete online UCSF MyChart for instance, you will not be able to request an appointment through the mobile APP. However, you will be able to message your provider, request escript refills, access test results and view past visit history. This is for the iphone, ipad and Android. Who do I contact if I have further questions? You may e-mail us at UCSFMyChart@ucsfmedctr.org, or you can call UCSF MyChart Customer Service at 415-514-6000 from 8am-5pm (M-F) Pacific Time. When can I see my test results in UCSF MyChart? Your clinical lab test results drawn from a UCSF Medical Center lab are released to your UCSF MyChart account once they are finalized. Click on a row to view your test results. 14
If you have questions regarding results, you may message your provider in UCSF MyChart by going to Message Center, Message Your Provider and select Test Results Question as the subject. Additionally, when you first sign up for UCSF MyChart your past historical results are released to your UCSF MyChart account. Why are certain test results not shared electronically via UCSF MyChart? Some results are not allowed to be released electronically by law or university policy these results include sexually-transmitted diseases and genetic tests for example. If you have questions regarding results, you may message your provider in UCSF MyChart by going to Message Center, Message Your Provider and select Test Results Question as the subject. If some of my health information on UCSF MyChart is not correct, what should I do? Your UCSF MyChart information comes directly from your electronic medical record at your provider's office. Ask your provider to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic record each visit. If you feel the information needs to be changed before your next visit, you may message your provider in UCSF MyChart by going to Message Center, Message Your Provider and select Non-Urgent Question as the subject. If I send a UCSF MyChart message, when can I expect a reply? You will generally receive a reply within two business days. Please note that UCSF MyChart should not be used for urgent situations. If the situation requires immediate attention, in an emergency, dial 911. Who views my messages? Please be aware that your message may be viewed by staff and becomes part of your UCSF electronic medical record. At times, nurses who collaborate with providers may respond directly to your message even if it is directed to your provider. If you are an adolescent between the ages of 12-17, messages can be sent to you confidentially by your provider and practice staff. You can also message your provider confidentially. However, 15
please remember that if your parent/legal guardian is included in the message, they can also view the message as well. I don t see all of my providers listed, what can I do? In order to message your provider, you need to have had an appointment with that provider in the past year so that you have an established relationship with him/her. Please feel free to make an appointment with your provider either requesting an appointment under Appointments Request an appt, or by calling your provider s practice. Can I view a family member's health record in UCSF MyChart? Yes, you can in some situations. One way is called Proxy access and allows a parent (or guardian) to log into UCSF MyChart, and connect to information regarding his/her child. Request this proxy access at your child s next visit. Your child must be 0-11 years old. If your child is an adolescent and between the ages of 12-17, you can also be his/her proxy and access some of his/her information. Proxies of adolescents are allowed to view adolescent test results, allergies, and immunizations; they can message their adolescent s providers and request appointments on their adolescent s behalf. Parents/guardians will not view the adolescent patient s full health summary, medications, medical history, current health issues, messages sent from the provider confidentially to the adolescent, messages sent from the adolescent confidentially to the provider, upcoming appointments, past appointments, or the Patient Summary section; they will also not be able to change demographic information in MyChart as a proxy on behalf of the adolescent. Request this proxy access at your adolescent s next visit. Your adolescent must be 12-17 years old. This is a simple view of what can and cannot be seen by parents: 16
Another way to access for a family member is if you are a legal guardian for a patient who is over the age of 18 and disabled. By university policy, certain documentation is required prior to being able to set up a proxy account in these cases. Please contact the patient s practice for more information. Can I ask questions regarding a family member from my UCSF MyChart account? No, you cannot ask a question from your own UCSF MyChart account. You must be accepted as a proxy, link to that patient, and ask the questions from your family member(s) account. Can my spouse and I share one UCSF MyChart account? No, due to the sensitive nature of health information, each adult must establish their own UCSF MyChart account and sign on separately. I forgot my password. What should I do? Click the Forgot Password link on the sign-in page to reset your password online. If you still have issues with your password, call UCSF MyChart Customer Service at 415-514-6000 from 8am-5pm (M-F) Pacific Time. Can you send me a new activation code as I have lost it, let it expire or did not receive it? Contact us at UCSFMyChart@uscfmedctr.org or call UCSF MyChart Customer Service at 415-514- 6000 from 8am-5pm (M-F) Pacific Time. After we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new access code to you. Return to Top 17
How can I change my password? Log into UCSF MyChart and from the left menu, go to the Preferences section and select Change Password. How is UCSF MyChart secure? We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal user names, passwords and matched against personal identification such as the last four digits of your social security number, date of birth and address. Each person controls their password, and the account cannot be accessed without that password. Further, UCSF MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with UCSF MyChart. Unlike conventional e-mail, all UCSF MyChart messaging is done while you are securely logged on to our UCSF MyChart website. What is your Privacy Policy? UCSF MyChart is fully compliant with federal and state laws pertaining to your privacy under the Health Information Portability and Accountability Act (HIPAA) of 1996. 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 UCSF MyChart or UCSF Medical Center. I was logged out of UCSF MyChart, what happened? We aim to protect your privacy and security of your information. While logged into UCSF MyChart, if your keyboard remains idle for 15 minutes, you will be automatically logged out of UCSF MyChart. We recommend that you log out of your UCSF MyChart session if you need to leave your computer for even a short period of time. Can I download my health summary? Yes. This feature is compatible with PCs and not currently with MACs. What do I need in order to use MyChart? You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer). 18
Please do not use AOL 9.5 version. Currently, AOL 9.5 is not compatible with UCSF MyChart and we ask that those patients trying to access UCSF MyChart with AOL 9.5 upgrade to a more recent version. My activation code does not work, what should I do? For your security, your access code expires after 60 days. After you initially log on, your username and password are used for logging on. If your activation code does not work for some reason or you still have problems, email us at UCSFMyChart@ucsfmedctr.org or you can call UCSF MyChart Customer Support at 415-514-6000 from 8am-5pm (M-F) Pacific Time. Is my activation code my username? No, your access code is not your UCSF MyChart username or password. You will use this code only once to log into UCSF MyChart for the first time. (The code will expire after you have used it or after 30 days). When you log into UCSF MyChart the first time, you will then be asked to create your own unique UCSF MyChart username and password. 2013 Epic Systems Corporation. All rights reserved. This guide is based on Epic 2012. Version: 10/6/2013 2013 Epic, URMC v3.0 02/07/13 19