UCSF Frequently Asked Questions

Enrollment Questions
What is UCSF MyChart?
Is there a fee to use UCSF MyChart?
How do I sign up?
How old do I have to be to sign up for UCSF MyChart?
Can I get UCSF MyChart on my mobile device?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in UCSF MyChart?
Why are certain test results not shared electronically via UCSF MyChart?
If some of my health information on UCSF MyChart is not correct, what should I do?
If I send a UCSF MyChart message, when can I expect a reply?
Who views my messages?
I don't see all of my providers listed, what can I do?
MyChart For My Family
Can I view a family member's health record in UCSF MyChart?
Why is MyChart access for teens is different than it is for children or adults?
What happens to parents or guardians existing proxy access to MyChart when their child turns 12?
What access does a teen have to their own MyChart account?
Can a private message be sent by a teen or a teen proxy?
How does a teen or parent sign up for a MyChart account?
Can I ask questions regarding a family member from my UCSF MyChart account?
Can my spouse and I share one UCSF MyChart account?
After I Have Enrolled
I forgot my password. 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?
How can I change my password?
Technical Questions
How is UCSF MyChart secure?
What is your privacy policy?
I was logged out of UCSF MyChart, what happened?
Can I download my health summary?
What do I need in order to use UCSF MyChart?
My activation code does not work, what should I do?
Is my activation code my username?

What is UCSF MyChart?

UCSF MyChart offers patients personalized and secure on-line access to portions of their medical records. 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.
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Is there a fee to use UCSF MyChart?

There is no charge to access and use UCSF MyChart.

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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:

At your next provider visit, 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 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.

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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.

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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 cannot view radiology results via mobile. 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.

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Who do I contact if I have further questions?

You can call UCSF MyChart Customer Service at 415-514-6000 24 hours a day, 7 days a week.

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When can I see my test results in UCSF MyChart?

Your clinical lab test results drawn from a UCSF Medical Center lab are automatically released to your UCSF MyChart account once they are finalized. Click on a row to view your test results. Your radiology/imaging and microbiology reports are automatically released five days after it is finalized or sooner if your provider manually releases it to you.

If you have questions regarding results, you may message your provider in UCSF MyChart by going to Messaging, Ask a question, New Medical Question, 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.

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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 Return to Top

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.

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If I send a UCSF MyChart message, when can I expect a reply?

You will generally receive a reply within three 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.

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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, please remember that if your parent/legal guardian is included in the message, they can also view the message as well.

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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 two years 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 Visits --> Schedule an Appointment, or by calling your provider's practice.

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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.

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.

Lastly an adult can designate any other adult to be their proxy.

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Why is MyChart access for teens is different than it is for children or adults?

Safeguarding a child's health is one of the most important duties facing a parent or guardian. There are immunizations to track, milestones to monitor and colds to pamper, all naturally under a parent's total direction.

When a child becomes an adolescent, things change in the way they interact with their parents about their health care. Teens may feel uncomfortable about sexuality and other complex health issues, and at times wish to seek confidential medical advice.

This sensitivity is reflected in California state laws, which allow teens to obtain some health services without notifying their parents or guardians. These laws also limit the kind of information that that the healthcare team can share with parents or guardians without first obtaining permission from a teen patient.

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What happens to parents or guardians existing proxy access to MyChart when their child turns 12?

For parents or legal guardians who already have access to their child's MyChart, this access will automatically change from full child proxy access to the more limited teen proxy access upon the child's 12th birthday.

Parent/Guardian Teen Proxy access allows the parent to:

  • Message a teen's provider/care team
  • Request or Schedule an appointment for a teen
  • Review the teen's allergies, test results, immunizations and growth charts

By law, a teen's health-care provider cannot share records with a parent or guardian about the subjects below:

  • Family planning, contraception, pregnancy and abortion
  • Sexually transmitted diseases and some other infectious diseases, such as HIV/AIDS
  • In some circumstances, information about rape or sexual assault
  • In some circumstances, information about mental health treatment or treatment for drug- and alcohol-related problems

This is a simple view of what can and cannot be seen by parents:

Content Adolescent
(12-17 yrs)

Parent Proxy
(≥12 yrs)

Parent Proxy
(0-11 yrs)
Labs YES YES YES
Immunizations YES YES YES
Allergies YES YES YES
Growth Chart YES YES YES
Messaging to and from provider* YES YES YES
Appointment Request YES YES YES
Appointment View YES NO YES
Problem List/Summary YES NO YES
Medications/refill request YES NO YES
  *Parent and teen can send private messages to the provider.

Note: MyChart full access proxy (what is available to proxies of children 0-11) may be granted to the parent or legal guardian of a teen in some defined circumstances when the teen’s medical conditions are appropriate.

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What access does a teen have to their own MyChart account?

Patients age 12-17 may use MyChart to:

  • Message their care team
  • Request or Schedule an appointment
  • Review allergies, test results immunizations and growth charts
  • Review helpful and trustworthy health information on many topics.

By law, teens are able to obtain some kinds of health services or information without notifying their parents or guardians. In MyChart, teens must take specific action to prevent their parents with proxy access from seeing these kinds of online messages or appointment requests.

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Can a private message be sent by a teen or a teen proxy?

California confidentiality laws allow you to limit the health information that your parent or guardian can see if you are between ages 12 and 17. In MyChart, you do this by choosing the audience for each individual message, similar to the way that Facebook users can choose the audience for each individual post.

We always encourage you to share information about your health with your parents if you are comfortable doing so. They are usually excellent resources, and have often faced similar challenges.

Your teen MyChart account is set up so that any parents or guardians who have proxy access will automatically see all of your messages and appointment requests. It is up to you to remove their ability to see them, and you must do so every time that you send a message or appointment request.

To remove their access, uncheck the each proxy box at the top of the draft message before pressing send.

Example: You wish to message your doctor with a question about birth control, or request an appointment to discuss preventing sexually transmitted infections.

  • If you do not uncheck the box shown above before sending, your parent or guardian with proxy access can see your message or request. They may also be notified by email that you sent a message to your care team.
  • If you do uncheck the box before sending, your parent or guardian will not see the message or be notified.

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How does a teen or parent sign up for a MyChart account?

To sign up for a teen MyChart account, please request this in person at your next clinic visit. A parent/legal guardian will need to be present to sign the authorization form as well.

To sign up for parent/guardian proxy access to your teen's MyChart account, please request access at your child’s next in person visit. You will need to sign an authorization form in person.

PLEASE NOTE: Patient representatives must be at least 18 years of age. In accordance with California State confidentiality laws specific to teens, proxy access converts to a medium access on the child's 12th birthday and proxy access terminates on the child's 18th birthday.

Birth to 11 Years of Age: Parents and legal guardians are provided with full access to their child's MyChart account. Your access will transition to a limited teen proxy access the day of your child's birthday.

12 to 17 Years of Age: Parents and legal guardians are provided with parent/guardian limited teen proxy access to their child's MyChart account. Your access will be terminated the day before your child's 18th birthday.

For questions about how UCSF Health System's MyChart portal works for teens and their parents and guardians, please ask your primary care provider.

For general MyChart information and technical assistance, contact Customer Service by calling 415-514-6000 24 hours/7 days a week.

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Can I ask questions regarding a family member from my MyChart account?

MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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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.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online.

You may also contact our MyChart Patient Support Line at 1-415-514-6000 24 hours a day, 7 days a week.

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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 UCSF MyChart Customer Service at 415-514-6000 24 hours a day, 7 days a week. 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.

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How can I change my password?

Log into UCSF MyChart and from the left menu, go to the Preferences section and select "Change Password."

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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.

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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.

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I was logged out of 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.

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Can I download my health summary?

Click here to view instructions on downloading your health summary. This feature is compatible with PCs and not currently with MACs.

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What do I need to use UCSF MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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.

Recommended Browser versions compatible with MyChart version 2017


Browser
2017
Internet Explorer 11
Firefox 45+
Chrome V50+
Safari 9+
iPad Safari 9+
Android Tablet Chrome V50+

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My activation code does not work, what should I do?

For your security, your access code expires after 180 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, call UCSF MyChart Customer Support at 415-514-6000 24 hours a day, 7 days a week.

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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.

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