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UT Southwestern MyChart - Frequently Asked Questions


Enrollment Questions
What is MyChart?
Who can participate?
How do I sign up?
Who do I contact if I have further questions?
Is my activation code my MyChart Username?

Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?

After I Have Enrolled
Can you send me a new activation code if I have lost it, let it expire or did not receive it?
Can I change my password when I want?
I forgot my password. What should I do?
When I try to login, MyChart keeps telling me "login unsuccessful"?
I am not receiving alerts to my regular email when I have new MyChart information. What is wrong?
Where can I update my personal information (e.g., home address, e-mail or change my password)?

Technical Questions
How is my personal health information secured by MyChart?
What is UT Southwestern's privacy policy?
MyChart logged out me out! What happened?
What do I need to use MyChart?
My activation code doesn't work. What should I do?



What is MyChart?

MyChart is your personal on-line health resource that allows you to communicate with your healthcare providers, request appointments and prescription renewals, and access portions of your UT Southwestern electronic medical record using an encrypted, secure internet connection.

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Who can participate?

All patients who are at least 18 years of age and and under the care of a UT Southwestern provider will be enrolled in MyChart.

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How do I sign up?

All new patients (18 years and older) to UT Southwestern will be automatically enrolled. If you are a patient and currently not using MyChart but wish to, simple contact your provider's clinic and they will enroll you.

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Who do I contact if I have further questions?

Please call the MyChart HelpLine during normal business hours at 214-648-8888 if you have any questions about your MyChart account that are not addressed here. Please remember that MyChart is a tool to enhance your health care experience at UT Southwestern. If you have an urgent matter or question about your health condition, always contact your UT Southwestern clinic directly by telephone.

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Is my activation code my MyChart Username?

No, your activation code is not your MyChart Username or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 60 days). During your first MyChart session, you will create your own unique MyChart Username and password.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account 72 hours after they are finalized.

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Why are certain test results not shared electronically via MyChart?

Test results of a very sensitive nature are not automatically released through MyChart. Results of unreleased tests will be communicated to you by your ordering provider. There are a number of tests whose results are stored in ancillary systems, which cannot be displayed through MyChart. You will have to contact your provider's office for those results.

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Some of my health information on MyChart is not correct. How can I get this corrected?

Your MyChart information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit. Patients can also request to amendments to their medical record by contacting the UT Southwestern Health Information Management Office at 214-645-3030.

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If I send a message to my doctor, when can I expect a reply?

Please use MyChart to communicate only issues of a non-urgent nature to your clinic. Your question will be handled in the same manner as telephone calls to your provider. You can expect a reply within 24 hours, Monday through Friday. Please know, in some cases, your provider may ask you to make an appointment to discuss your question.

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

If you have lost your activation code, did not receive it or let it expire, contact the MyChart HelplLine during normal business hours at 214-648-8888 for assistance in obtaining a new activation code.

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Can I create my own password and change it when I want?

Yes, you can. Please keep your password confidential, and do not share it with anyone else. You can change your password online at any time by logging into MyChart and selecting the "Change password" option under the My Account section. Your password is not known by anyone at UT Southwestern.

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I forgot my password. What should I do?

At the sign-in screen for MyChart click “Forgot password”. You will be asked for some information and then the password “hint” you created while enrolling will be emailed to you.

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When I try to login, what should I do if MyChart keeps telling me "login unsuccessful"?

Make sure your Caps Lock key is not on. The password field is case sensitive. Make sure you do not enter extra spaces in either the MyChart ID or password boxes and try again. If you have forgotten your MyChart ID or password, click on the “Forgot Username?” or “Forgot Password?” link and fill in the form.

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I am not receiving alerts to my regular email when I have new MyChart information. What is wrong?

Sign onto MyChart and go to the My Account section, then click "Change Demographics". Be sure that your email address has been accurately entered. Make any changes needed, then click the “Accept Changes” button.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyChart and from the left menu, go to the My Account section and select the appropriate option.

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How is my personal health information secured by MyChart?

Your MyChart personal health information is carried over a secure, encrypted connection. This secure connection utilizes industry standard Secure Socket Layer (SSL) 128-bit encryption as well as server-side digital certificate authentication to ensure secure data transmission between you and UT Southwestern. To prohibit unauthorized access, all medical information is stored safely behind our firewall in our electronic medical record system.

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What is UT Southwestern’s Privacy Policy?

The UT Southwestern Medical Center at Dallas has in place detailed policies and procedures regarding access to all medical records by our staff and employees and has carefully outlined the circumstances under which your medical information may be released to parties outside the organization. These policies conform to state and federal law and are designed to safeguard your privacy.

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MyChart logged me out! What happened?

MyChart wants to protect your privacy. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. Any information you have typed will be lost. We recommend that you log out of your MyChart session if you need to leave your computer.

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What are the minimum requirements to access MyChart?

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My activation code doesn’t work, what should I do?

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you allow yours to expire, contact the MyChart HelplLine during normal business hours at 214-648-8888 for assistance in obtaining a new activation code.

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