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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
Who do I contact if I have further questions?
Your Medical Record
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?
How do I request my medical records?
How do I download my medical records?
Plan of Care
Can I view my clinical goals?
What is in the To Do section?
Health Summary
What are my current health issues?
When can I see my test results?
Which test results can I view?
Can I view my medications?
What are my allergies?
Can I view my immunizations?
Medical History
Can I view my medical history on file?
Health Trends
Are there any health trend reports available for me to view?
Appointments and Visits
Will I be able to see upcoming and past visits?
Insurance Summary
Can I view my insurance summary?
Coverage Detail
Can I view my coverage details?
MyChart For My Family
Can I view a family member's health record in MyChart?
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?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is MyChart secure?
How do I sign up?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?

What is MyChart?

The website address to MyChart is: https://mychart.primehealthcare.com. 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 MyChart, you can use the Internet to:

  • Request medical appointments. (Applicable to Outpatient clinics)
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals. (Applicable to Outpatient clinics)
  • Communicate electronically and securely with your medical care team. (Applicable to participating Prime Hospitals/Clinics/Providers)
  • View Plan of Care
  • View Medical History
  • View Health Trends
  • View Appointments and visits
  • View Current Health Issues
  • View Medications
  • View Allergies
  • View Immunizations
  • View Insurance Summary
  • View Coverage Details
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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Who do I contact if I have further questions?

You may e-mail us at MyCharthelp@primehealthcare.com, or you can call our MyChart Patient Support Line at (909)235-4357.

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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. Further, tests of a very sensitive nature are not released to MyChart. All the lab and imaging results will be released after 24 hours of test resulted.

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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 medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit or hospital visit. Your health information is reviewed and updated in your electronic medical record each visit.

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

You will generally receive an answer within 1-3 business days. Please note that MyChart should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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How do I request my medical records?

You can request your medical records by clicking on the Health menu. Under the Medical Tools section, click on Document Center. In the document center screen select Requested Records. In the requested record screen, click on the link: send us a customer service request. Fill out and submit the Medical Record Request form. Please provide all the necessary details like dates of service for which you need records, list of documents if you need specific documents etc. Records will be released to your MyChart account within 15 days of receipt of the request. If you need the records sooner please specify the due date in the comments section. You can utilize comments section to provide additional details that would help us process your request accurately. Please note that medical record requests apply to hospital visits only.

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How do I download my medical records?

You can request medical records by clicking on the Health menu, then under the Medical Tools section, click on Document Center. In the document center screen select Requested Records. In the requested record screen, you can verify the requested records with the requested date. Then click on the Download button. Please make a note of the system generated password. Then unzip the downloaded zip folder using any of the third-party tools like 7-Zip, WinZip etc. and extract files using the system generated password.

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Can I view my clinical goals?

Yes, you can view the goals as set by your care team.

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What is in the To Do section?

The To Do section displays information on upcoming appointments, tests, procedures, and preventive care.

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What are my current health issues?

You can view medical issues that are currently shared in your problem list and the date on which each problem was noted.

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When can I see my test results?

Your test results are released to your MyChart account after your physician has reviewed them. This is generally within 1-12 days.

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Which test results can I view?

You can view test results and hospital results. Your provider is also able to determine which types of test results are to be accessed through MyChart. Tests of a very sensitive nature are not released to MyChart.

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Can I view my medications?

Yes, you can see a full medication list of past and current medications. Click on a medication to view the details.

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Can I view a list of my allergies?

You can view the allergies on file, including both the allergen and the reaction.

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Can I view my immunizations?

You can view a list of immunizations you have received in the past, along with the associated dates.

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Can I view my medical history on file?

Yes, you can view an overview of your medical history. You will see different types of patient histories, including:

  • Medical History
  • Surgical History
  • Family Medical History
  • Social History
  • Family Status History
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Are there any health trend reports available for me to view?

Yes, the health trends contain information about your vitals or test results and allows you to chart or graph the progress over time. The following reports are available to you in MyChart:

  • Vitals - 1 value per visit
  • Hypertension Results
  • Lipids
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Will I be able to see upcoming and past visits?

You can view upcoming and past appointments. You can also view upcoming appointments in a calendar view. Click on an appointment, to view location information, provider information, and appointment instructions.

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Can I view my insurance summary?

The insurance summary displays information about your health insurance, including:

  • Payor
  • Plan
  • Subscriber number and name
  • Group number

From the insurance summary, you can also click on a payor name to go to the plan details page for their coverage. This page displays information about a specific member benefit plan. It includes information about deductibles, maximum out-of-pocket expenses, and additional information about coverage of specific services or groups of services.

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Can I view my coverage details?

Yes, you can view the coverage details about your insurance. You can also view information about other members on your coverage like spouse or children. The main coverage details show you a list of your coverages.

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

Yes, you can. This is called proxy access and allows a parent (or guardian) to log in to 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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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. Any questions should be asked from the patients MyChart account by the patient requesting information.

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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 their own MyChart account.

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I forgot my password. What should I do?

Click the Forgot Password? link below the password field for assistance. You will be prompted to answer some security questions to verify your identity. If you are still having trouble logging in, email us at MyChartHelp@Primehealthcare.com or call our MyChart Patient Support Line at 909-235-4357.

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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 top menu, go to the Profile section and select the appropriate option.

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password.

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How do I sign up?

If you don't have an activation code, you can request one online. To request an activation code online:

  1. On the MyChart login page, click Sign Up Now in the New User? section.
  2. Click Request Online.
  3. Complete the form and have an activation code sent to your email address. Patients who wish to participate in viewing their health information online will be issued a MyChart activation code during their clinic visit or hospital visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic or last hospital visit to get one or ask to sign up during your next hospital or clinic visit.
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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?

  1. On the MyChart login page, click Sign Up Now in the New User? section.
  2. Click Request Online.
  3. Complete the form and have an activation code sent to your email address.
  4. If you are still having trouble logging in, email us at MyChartHelp@Primehealthcare.com or call our MyChart Patient Support Line at 909-235-4357.
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What is your Privacy Policy?

MyChart is owned and operated by Epic and is fully compliant with federal and state laws pertaining to your privacy. 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 MyChart. You will find a link to our Privacy Policy and Terms and Conditions on the MyChart log in page located at the bottom of the page. You can also click here to view our Privacy Policy, or click here to view the Terms and Conditions.

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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 MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. 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 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, Mozilla, Chrome, Safari). You may also access MyChart from your smartphone as well by installing the MyChart App from Google Play or from the Apple App Store.

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. You can click on the Sign Up Now link in the New User? section to request a new activation code:

  1. On the MyChart login page, click Sign Up Now in the New User? section.
  2. Click Request Online.
  3. Complete the form and have an activation code sent to your email address. If you are still having trouble logging in, email us at MyChartHelp@Primehealthcare.com or call our MyChart Patient Support Line at 909-235-4357.
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