Frequently Asked Questions


General Questions
What is CHEO MyChart?
Does it cost money?
How do I sign up?
Can I sign up online?
What do I need to view CHEO MyChart?
What if I no longer want a CHEO MyChart account?
If I have more questions, whom do I ask?
Your Electronic Health Records
Where does the information in CHEO MyChart come from?
What do I see in CHEO MyChart?
Will I see my entire medical record?
How do I see my test results?
When can I see my test results in CHEO MyChart?
Why are some test results not available in CHEO MyChart?
I had a test a week ago but I don't see the results. Why?
If some of my health information in CHEO MyChart is not correct, what should I do?
Why don't all my medications show up in CHEO MyChart?
I've been to CHEO in the past but I don't see all those visits in CHEO MyChart. Why not?
Can I send a message to my doctor using CHEO MyChart?
How do I get my complete health record?
How do I share my medical concerns?
For My Family
Can I view a family member's health record in CHEO MyChart?
Can children have their own CHEO MyChart accounts?
Can anyone become a proxy on my account?
Can my spouse and I share one CHEO 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 CHEO MyChart secure?
What should I do to help keep my 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, what should I do?
Can you send me a new activation code? I have lost it, let it expire or did not receive it.
Where can I update my personal information (for example, new e-mail or change my password)?
Why do I need an email address to use CHEO MyChart?
Troubleshooting
I was suddenly logged out of CHEO MyChart, what happened?
I am not getting email alerts about new information in CHEO MyChart. Why?
I see a "Login Unsuccessful" error and I think I might be locked out. What should I do?


What is CHEO MyChart?

CHEO MyChart is a secure, online portal that connects children and youth to parts of their CHEO health record. It can also connect parents or legal guardians (called "proxies") to their child's CHEO health records.

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Does it cost money?

CHEO MyChart is free to patients, their parents or legal guardians.

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How do I sign up?

Fill out a MyChart Access Request Form and drop it off at CHEO Health Records or scan and email the form to MyChart@cheo.on.ca. You can also ask your health-care provider for help. When you are approved, you will get an email containing your activation code and login instructions.

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Can I sign up online?

Online enrolment is not available. You must deliver your completed MyChart Access Request Form to CHEO Health Records or scan and email the form to MyChart@cheo.on.ca.

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What do I need to view CHEO MyChart?

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

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What if I no longer want a CHEO MyChart account?

Complete a MyChart De-activation Request Form and deliver it to CHEO Health Records. Within 10 business days, you will get an email confirming that your account has been deactivated.

If you want to block someone from seeing your CHEO MyChart account, you can stop proxy access in CHEO MyChart. Click on "Preferences" and select "Personalize". From there, you can stop proxy access and limit who can see your account.

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If I have more questions, whom do I ask?

Email MyChart@cheo.on.ca or call 613-737-7600, extension 6789. Please do 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 CHEO MyChart come from?

The information available to you in CHEO MyChart comes directly from Epic, CHEO's electronic health record. Your health-care provider enters information into Epic during or after your visits to CHEO. This information automatically becomes available to you in CHEO MyChart.

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What do I see in CHEO MyChart?

You will see:

  • A list of health issues, allergies and medications
  • Most lab and imaging test results
  • Upcoming and past ambulatory care appointments, along with summaries from your visits
  • Growth chart information
  • Visit summaries from the Emergency Department and inpatient units
  • Password protected PDF versions of other health information you have requested from Health Records
  • In a small number of outpatient clinics, CHEO provides interactive MyChart access which allows two-way, secure communication between clinicians, patients and families.

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Will I see my entire medical record?

Not all personal health information is available in CHEO MyChart. You will not see all of your health-care providers' clinical notes. And there are some test results you will not be able to see. Also, some units at CHEO are not yet using Epic. Epic is being adopted in stages throughout CHEO. As units come onboard, their information becomes available on MyChart.

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How do I see my test results?

In CHEO 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.

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When can I see my test results in CHEO MyChart?

Test results will generally appear within 10 business days of your test date but some tests take longer to be completed. Some test results will not be available in CHEO MyChart.

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Why are some test results not available in CHEO MyChart?

Some test results are always given in person or over the phone. These kinds of tests results are not normally available on CHEO MyChart. If you feel that your test results should be available but you don't see them, please contact your health-care team.

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

It may take a few days or even weeks for some tests to be completed. Once your health-care provider receives the results, it will then take up to 10 business days for them to appear in CHEO MyChart. If you feel that your test results should be available but you don't see them, please contact your health-care team.

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

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

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

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

Prescriptions written by a doctor outside of CHEO will not appear on your medication list unless you or a CHEO health-care provider adds them.

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

You will see your Emergency Department visits and hospital admissions since October 2013. You won't see information about visits or admissions before October 2013. You will also see clinic visits you have made from the time the clinic began using Epic, CHEO's electronic health record system.

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Can I send a message to my doctor using CHEO MyChart?

Sometimes you can. The "Get Medical Advice" feature is not available in every CHEO clinic. Response time may vary. Ask your health-care provider about how to use the "Get Medical Advice" feature.

How do I get my complete health record?

You can view your health record, or get a copy of it by contacting CHEO Health Records. Call 613-737-7600 or fax 613-738-4855. Please visit the Release of Information section on CHEO's webpage to find out about fees and how to get a copy of your personal health information.

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How do I share my medical concerns?

CHEO MyChart is not the best way to share your concerns with your doctor. If you are having an urgent medical problem, call your doctor's office right away or call 9-11.

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

Yes, this is called "proxy access." A proxy is usually a parent or guardian. If you have granted "proxy access" to someone then he or she can view your information on CHEO MyChart. To apply for proxy access, complete and submit a MyChart Access Request Form.

The following age ranges outline who can access MyChart. This helps ensure patient privacy:

  • Ages 0-11: For CHEO to disclose personal health information, the child's parent or guardian must give consent. The parent or guardian controls MyChart access.
  • Age 12+: For CHEO to disclose personal health information, the youth receiving care must give "proxy access" by signing a CHEO MyChart Access Request Form and giving it to the clerk in their clinic. When patients turn 16, they must confirm this proxy access for parents or guardian.

Sometimes, there are exceptions to these age guidelines. If you have any questions, please contact MyChart@cheo.on.ca or call (613) 737-7600 and say "MyChart".

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Can children have their own CHEO MyChart accounts?

MyChart accounts can be opened 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?

Any patient over the age of 12 can grant proxy access to his or her CHEO MyChart to anyone else. A parent or guardian can also grant access, but only if the child is under the age of 12.

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Can my spouse and I share one CHEO MyChart account?

Health information must be handled carefully. Each adult must create his or her own account, by signing and submitting a MyChart Access Request Form. This helps protect patient privacy.

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

Up to two family members can use one CHEO MyChart Access Request Form. For example, a patient and proxy could use one form. Each form must include:

  • A different email address for each person
  • The signature of the account holder
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I'm a proxy and I'm having problems getting into my child's account. Why?

You may be having problems because:

  • You are using your child's date of birth to log in. For a proxy account, you must use your date of birth.
  • Your child has never logged in before. If your child has his or her own MyChart account, a proxy can't access it until the child logs in at least once first.
  • Your child has stopped your proxy access.
  • Proxy access is automatically stopped when a patient turns 12, and again when a child turns 16. At these points, patients and parents must submit a MyChart access request form to regain access. This reminds patients that proxy access allows their parents to view personal health information.

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How is CHEO MyChart secure?

CHEO always ensures that your health information is kept private and secure. We control access to CHEO MyChart by:

  • Using secure activation codes, personal usernames and passwords.
  • Requiring your password to access accounts. Each person controls his or her own password.
  • Automatically encrypting your sessions with the latest 128-bit SSL encryption technology with no caching.
  • Requiring that you log on securely to the website, before accessing personal health information in MyChart.

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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 CHEO MyChart activation code, CHEO 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 CHEO 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 CHEO MyChart username and password. CHEO will never ask you to change your CHEO MyChart username or password by email. Don't be fooled by emails that look like they are coming from CHEO.

If you think your CHEO MyChart account has been hacked, change your password right away and contact CHEO at 613-737-7600 x6789.

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What is CHEO's Privacy Policy?

CHEO keeps all personal health information 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?

Click "Forgot password" on the sign-in page to reset your password online. 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. Also, it is no longer valid after the first time you use it. If you still have problems, email 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? I have lost it, let it expire or did not receive it.

Email mychart@cheo.on.ca. After we confirm your information we'll send you a new activation code by email.

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

To update passwords and security questions:

1. Log in to CHEO MyChart
2. Click on "Settings"
3. Select "Change Password"

To update your email address:

1. Log in to CHEO MyChart
2. Click on "Settings"
3. Select "Notifications" and click on the pencil icon
4. Make sure to click "Accept Changes"

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Why do I need an email address to use CHEO MyChart?

You need an email account to receive email alerts when new information is sent to your CHEO MyChart account.

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I was suddenly logged out of CHEO 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 CHEO MyChart session if you ever need to leave your computer, even for a short time.

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

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

  • 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.
  • Check your notification preferences. 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. If you have checked these settings and you still are not receiving email alerts, please contact CHEO 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 or more times and could not access MyChart, your account will be locked for security reasons. To reactivate your account, please contact mychart@cheo.on.ca.

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