MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact if I have further questions?
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 an electronic message through MyChart to my doctor or nurse, when can I expect a reply?
MyChart For My Family
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new access code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is my health information protected in MyChart?
What is your privacy policy?
I was logged out of MyChart -- what happened?
What technology do I need to use MyChart?
My access code does not work -- what should I do?
Is my access code my user ID?

What is MyChart?

Fletcher Allen’s MyChart is a secure, web-based program that offers patients personalized, online 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 MyChart, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use MyChart?

We are pleased to offer MyChart to our patients free of charge.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to login and create your own user ID and password. To access MyChart, visit https://mychart.fletcherallen.org/. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You can call our Customer Service Center at 847-7500, 24 hours a day, 7 days a week. Also, you may have received a MyChart brochure at your clinic visit that has instructions about using MyChart.

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When can I see my test results in MyChart?

Most of your test results are released to your MyChart account after your physician has reviewed them. Depending on the test, your results will be available between one day and two weeks.

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Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. He or she will determine which test results are appropriate to share in person or over the phone, versus through MyChart.

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

Your MyChart information comes directly from your electronic health 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 health record at each visit.

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If I send an electronic message through MyChart to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within two business days. Please note that MyChart should not be used for urgent situations. Please contact your physician’s office via phone if the situation requires immediate attention, or dial 911 if it is an emergency

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

We strongly discourage this. MyChart offers direct access to your personal health record, and communicating about another individual’s information would be placed in YOUR health record. Thus, this medical 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 MyChart account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish his or her own MyChart account.

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I forgot my password. What should I do?

You may call our Customer Service Center at 847-7500, 24 hours a day, 7 days a week to request a new, secure password. You may also click on the “Forgot Password” link on the sign in page to reset your password online.

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

Yes. You can call our Customer Service Center at 847-7500, 24 hours a day, 7 days a week and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from emailing a new access code to you.

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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 navigation menu, go to the Preferences section and select the appropriate option.

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How is my health information protected in MyChart?

The security of your health information is extremely important to us, and we take great care to ensure your health information is kept private. Access to information is controlled through secure access codes, personal IDs, and passwords. Each person controls his or her password, and the account cannot be accessed without that password. Further, MyChart uses the latest technology to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged onto our website, keeping your email exchanges with our providers confidential.

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What is your Privacy Policy?

MyChart is owned and operated by Fletcher Allen Health Care and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by Fletcher Allen.

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I was logged our of MyChart -- what happened?

To protect the privacy and security of your information, you will be automatically logged out of MyChart if your keyboard or mouse remains idle for 15 minutes or more. 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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What technology do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser such as Internet Explorer or Mozilla FireFox.

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My access code does not work -- what should I do?

For your security, your access code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you can call our Customer Service Center at 847-7500, 24 hours a day, 7 days a week.

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Is my access code my user ID?

No, your access code is not your MyChart ID 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 30 days. When you log into MyChart for the first time, you will be asked to create your own unique MyChart ID and password.

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