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

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

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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 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 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:

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.

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.

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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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