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MyChart ® Epic Systems Corporation

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MyChart Frequently Asked Questions

General Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up for MyChart?
Can I request an account online?
What do I need to use MyChart?
What do I do if I no longer want a MyChart account?
Who do I contact if I have additional questions?
Your Electronic Health Records
Where does the information in MyChart come from?
What can I see in MyChart?
Will I be able to view my entire medical record in MyChart?
How do I see my test results in MyChart?
When can I see my test results in MyChart?
Why are some test results not available in MyChart?
I had a test a week ago but I don't see the results. Why?
If some of my health information in MyChart is not correct, what should I do?
Why don't all my medications show up in MyChart record?
I've been to CHEO before but I don't see all those visits in MyChart. Why not?
Can I send a message to my doctor using MyChart?
How do I get the complete set of my health record?
How do I communicate my medical concerns?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can my child have his/her own MyChart account?
Can anyone become a proxy on my account?
Can my spouse and I share one MyChart account?
Can I submit one proxy access request form for my entire family?
I'm a proxy, and I'm having problems getting into my child's account. Why?
Security and Privacy
How is MyChart secure?
What do I have to do to help keep my MyChart account secure?
What is CHEO's Privacy Policy?
I forgot my password, What should I do?
My activation code does not work, what should I do?
I don't know my MRN number, what should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g. e-mail or change my password)?
Why do I have to have an email address to use MyChart?
Troubleshooting
I was logged out of MyChart, what happened?
I am not receiving email alerts that I have new information in MyChart. Why?
I see a "LOGIN UNSUCCESSFUL" error, and I think I might be locked out. What should I do?


What is MyChart?

MyChart is a secure, online patient portal that connects patients (and their parents, legal guardians, or 'proxies') to parts of their CHEO health record.

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Is there a fee to use MyChart?

No. MyChart is free to patients and their parents or legal guardians once we approve your application.

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How do I sign up for MyChart?

To apply for MyChart access, please fill out the MyChart Access Request Form. You can also ask your healthcare provider to help you get started. CHEO's Health Records team reviews all applications. If we approve your application, we'll send you an email with your activation code and instructions on how to login.

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Can I request an account online?

Online enrollment isn't available at the moment.

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What do I need to use MyChart?

You need access to a computer or mobile device connected to the Internet. You'll also need an up-to-date browsers. Supported browsers include:

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What do I do if I no longer want a MyChart account?

You may ask us to deactivate your account at any time. Just complete the MyChart De-activation Request Form. We'll send you an email to confirm that your account has been deactivated within 10 working days.

You can also click on the "Preferences" menu and select "Personalize". From here, you can revoke access to a proxy who can view your record. Proxies cannot revoke MyChart access.

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Who do I contact if I have additional questions?

You can e-mail us at MyChart@cheo.on.ca or call 613-737-7600 at extension 6789 (or say "My Chart"). Please remember that you should not send personal medical information to this email address. Talk to your health care provider about any questions or concerns you have about your medical information.

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Where does the information in MyChart come from?

The information found in MyChart comes directly from our electronic health record, Epic. Your health care provider enters information into Epic during your visits to CHEO.

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What can I see in MyChart?

In MyChart you will see:

Through MyChart, you can see information from all ambulatory clinics that are using Epic, CHEO's electronic health record system. Epic is being implemented in phases at CHEO across the hospital.

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Will I be able to view my entire medical record in MyChart?

Currently, not all of the information about your care at CHEO is available in MyChart. You will not be able to see your providers' clinical notes and certain test results. Also, the information from areas of CHEO not yet using Epic, CHEO's electronic health record system may not be available. Epic is being implemented in phases at CHEO across the hospital.

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How do I see my test results in MyChart?

Click on the "My Medical Record" menu and select the "Test Results" link. On the "Test Results" page, click anywhere within the row to display the results for that test.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account after your doctor has reviewed them. This will generally happen within 1-10 business days. Tests of a sensitive nature may not be available in MyChart.

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Why are some test results not available in MyChart?

Your health care provider will decide which test results are appropriate for access through MyChart. Tests of a very sensitive nature are not released to MyChart. If you feel that your test results should be available but you don't see them in MyChart, it's best to call your clinic to discuss the test results.

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I had a test a week ago but I don't see the results. Why?

It may take several days or even weeks for certain tests to be completed. Once your health care provider receives the result, it will then take up to 10 days for it to appear on MyChart. If you feel that your test results should be available but you don't see them in MyChart, it's best to call your clinic to discuss the test results.

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

Your MyChart information comes directly from your electronic health record at CHEO. Your provider reviews and updates your health information in your electronic health record at each visit. Ask your health care provider to correct any inaccurate information at your next clinic visit.

Patients and proxies can now also add and update information about allergies and medications through MyChart. Once this information is added, it will be highlighted so that the health care provider can discuss it with the patient during their next visit.

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Why don't all my medications show up in MyChart record?

Prescriptions written by a doctor outside of CHEO will not appear on your medication list unless documented by your CHEO doctor in your CHEO electronic health record.

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I've been to CHEO before but I don't see all those visits in MyChart. Why not?

In MyChart, you will be able to see any Emergency visits you have made and hospital admissions you have had since October 2013, but we cannot provide information about visits or admissions that took place before that date. You will also see any clinic visits you have made since that particular clinic began using Epic, our electronic health record system.

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Can I send a message to my doctor using MyChart?

The Get Medical Advice feature is available to send messages for some clinics. Response times to MyChart messages vary by clinic and not all clinics use MyChart Medical Advice.

How do I get the complete set of my health record?

You can view your health record, or get a copy of it by contacting CHEO's Health Records Services. Call 613-737-7600 or fax 613-738-4855. Please refer to the Release of Information section on CHEO's webpage for fees and how to obtain a copy of your personal health information. http://www.cheo.on.ca/en/PHIPA

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How do I share my medical concerns?

MyChart is not the way to communicate medical concerns to your doctor.
If there is an urgent medical problem, call 911 or your doctor's office right away.

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

Yes. This is called "proxy access" and allows a parent (or guardian) to log into his or her personal MyChart account and connect to information about a family member. To apply for proxy access, you must complete and submit a MyChart Access Request Form.
The following age ranges govern a proxy's use of MyChart. These ranges help us ensure patient privacy and that only the appropriate people can see a patient's MyChart account.

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Can my child have his/her own MyChart account?

MyChart accounts can be established by anyone who is a CHEO patient. Children under the age of 12 must have their parents' permission.

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Can anyone become a proxy on my account?

Yes. Any patient over the age of 12 can grant access to their MyChart proxy account. A parent/guardian can grant access as well, providing the child is under the age of 12.

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Can my spouse and I share one MyChart account?

No. Because medical information is sensitive, each adult must sign and submit a MyChart Access Request Form and create his or her own MyChart account. This helps us to protect patient privacy.

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Can I submit one proxy access request form for my entire family?

The request for up to two family members can be submitted on one MyChart Access Request Form. Each requested access (patient or proxy) must include a unique email address and the signature of the proxy. We use this to set up the MyChart account and to identify users. These forms become part of the patient's electronic health record.

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I'm a proxy, and I'm having problems getting into my child's account. Why?

If you are experiencing problems logging into your proxy account, please note that the login for a proxy account is your date of birth and not the child's. If the child has their own MyChart account and has not logged in, then a proxy will not be able to access the patient's account.
Patients over the age of 16 control proxy access and can choose to start/stop proxy access at any time.
If you are a proxy for your child, deactivation will happen automatically at 12 and 16. Parents and patients must resubmit a MyChart Access Request Form to maintain access. This is meant as an opportunity to inform a patient that his/her parent will be able to view personal health information. At age 12, children may request that their parent NOT have access to their MyChart account. At age 16, a patient must give permission to continue the proxy relationship. On your home page you will see the names of patients whose MyChart accounts you have permission to access.
If you no longer have access to a MyChart account you expected to see, then you should talk to him or her to find out more information. If the name is listed there, and you are having difficulties connecting to their MyChart, contact us at mychart@cheo.on.ca

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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 his or her own password, and the account cannot be accessed without that password. In addition, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart.
All personal health information found in MyChart can only be accessed when you are securely logged on to the website. If you have new information available on your MyChart account, you will receive an email to tell you to login to MyChart to check it out.

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What do I have to do to help keep my MyChart account secure?

You play an important role in protecting your personal information in MyChart. This includes:


If you think your MyChart account has been compromised, it is your responsibility to change your password right away and contact CHEO at 613-737-7600 x6789

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What is CHEO's Privacy Policy?

We keep all personal health information available on MyChart private. CHEO follows privacy laws outlined in the Personal Health Information Protection Act ("PHIPA").
CHEO will never share or sell your name or email address. For more information about how CHEO protects your privacy visit http://www.cheo.on.ca/en/PrivacyandConfidentiality or contact CHEO's Privacy Officer at privacy@cheo.on.ca

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I forgot my password, What should I do?

You can click the "Forgot password" link on the sign-in page to reset your password online. You can contact mychart@cheo.on.ca if you still have problems

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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, email us at mychart@cheo.on.ca

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I don't know my MRN number, what should I do?

You can find your MRN number on the after visit summary from an earlier visit to CHEO. If you have been to CHEO's emergency department, it will be on the white and blue card we gave you during your visit. If you don't have your MRN number, email us at mychart@cheo.on.ca to ask for it. Your request should come from the email address you used on your access request form. We will then send an email asking for the patient and parent's date of birth. This process helps to protect your privacy. Once we receive the correct information, we'll send your MRN number by email.

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

Contact mychart@cheo.on.ca and after we check your information, a new code will be sent via email.

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Where can I update my personal information (for example, new e-mail or change my password)?

Log into MyChart. Click on the "Preferences" menu and select "Change Password" to update passwords and security questions. To update your email address, click on the "Preferences" menu and select "Notifications". Make sure to click "Accept Changes".

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Why do I have to have an email address to use MyChart?

An email address is needed so you can receive email alerts when new information is sent out to your MyChart account.

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I was logged out of MyChart, what happened?

If your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. This helps us protect your privacy and the security of your information. 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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I am not receiving email alerts that I have new information in MyChart. Why?

We send alerts only when new information (like lab results, messages, appointment reminders) appears in MyChart. If you are not receiving alerts, it's possible your computer sees them as junk mail or spam. Check your Junk Mail folder for email alerts from mychart@cheo.on.ca. If you see some messages there, change the settings on your email filter to allow messages from mychart@cheo.on.ca. For example, make CHEO a "safe" address or add "mychart@cheo.on.ca" to your address book.
Also, check your Notification preferences in MyChart. Click on the "Preferences" menu and select "Notifications" to make sure we have the correct email address and that you're signed up for the Alerts you want to receive. If you have checked these settings and you still are not receiving email alerts, please contact us at mychart@cheo.on.ca

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I see a "Login Unsuccessful" error, and I think I might be locked out. What should I do?

If you tried to login five times or more and couldn't access MyChart, we have locked your account for security reasons. To reactivate your account, please contact mychart@cheo.on.ca

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