Frequently Asked Questions
If your question was not featured below, please contact us for more information.
Our MyChart text messaging will be changing on April 29! Keep an eye out in your MyChart app and your email inbox for the button to opt in to the new number.
MyChart offers patients personalized and secure online access to portions of their medical records. It enables you to securely use your computer, tablet, or smartphone to help manage and receive information about your health.
With MyChart, you can:
- Request or schedule medical appointments with your MWHC physician
- View your health summary from the MyChart electronic health record, including vaccinations
- View test results
- Request prescription renewals
- Access trusted health information resources
- Communicate electronically and securely with your primary care provider
- Pay your bill
How do I use MyChart
Is there a fee to use MyChart?
MyChart is a free service offered to our patients.
Who can sign up for MyChart?
Anyone receiving services at a Mary Washington Healthcare facility can sign up for MyChart. This includes, but is not limited to, Mary Washington and Stafford Hospitals, Medical Imaging of Fredericksburg, the Regional Cancer Center, medical laboratories, and all of our medical practices.
You must be at least 18 years old to sign up for MyChart. Patient parents/guardians can request proxy access for a child up to the age of 18.
Who do I contact if I have further questions?
Call our MyChart Patient Support Line at
540.741.1404.
Hours of operation: Monday–Friday, 8:00 a.m.–5:00 p.m.
Activation & Enrollment
Sign up with an activation code
Patients who wish to participate may sign up online at home, or during an office visit, by using an activation code provided on their visit summaries. This code will enable you to login and create your own user ID and password. You may access your MyChart account by logging on to mychart.mwhc.com. If you have misplaced your code from your hospital stay, you may call our MyChart Patient Support Line at 540.741.1404.
When you get to the first MyChart page, click the Sign Up Now button on the right.
On the following pages, you'll need to create a username and password, and decide how you want to be notified of new results or information in your MyChart account.
On the following pages, you'll need to create a username and password, and decide how you want to be notified of new results or information in your MyChart account.
Sign up without an activation code
You can still sign up for MyChart without an activation code. Simply visit mychart.mwhc.com, then click the green SIGN UP NOW button on the right.
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On the next page, click the green SIGN UP ONLINE button.
On the next page, fill out your name, address, and other information before continuing on to create your username and password.
Benefit to using an activation code
If you sign up with the activation code that you receive after your encounter, you will get a full population of your encounter, such as medical history and medication which won’t populate otherwise.
My activation code does not work
For your security, your activation code expires after 45 days and is no longer valid after the first time you use it. If you continue to experience difficulty logging in, call our MyChart Support Line at 540.741.1404.
Is my activation code my user ID?
No, your activation 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 45 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Contact us at 540.741.1404 and after we verify your information, a new code will be sent to you.
MyChart ID & Password
How do I choose a MyChart ID and password?
Choose a MyChart ID and password that is easy for you to remember, but hard for others to guess. Your MyChart ID must be between five and 20 characters, but cannot include symbols. If you forget your MyChart ID please call MyChart support at 540.741.1404.
Your MyChart password must be between eight and 20 characters and different from the MyChart ID. The password must include at least one letter and one number. Customer Service will not have access to this information.
I forgot my MyChart ID and/or password. How do I get a new one?
If you have forgotten your MyChart ID or password, you may click on the corresponding link on the sign-up page. When you click on the “Forgot User ID” link you will be prompted to enter your first name, last name, last four numbers of your Social Security number and date of birth. Once the information is matched, your ID will be emailed to you.
When you click the "Forgot Password" link, you will be prompted to enter your MyChart ID, the last four numbers of your Social Security number and date of birth. Next, answer the password reset question you created when you first signed up for MyChart. After answering the password reset question, you will be asked to select a new password.
Alternatively, you may call the MyChart Support Line at 540.741.1404 to get live assistance with retrieving your MyChart ID. You will be given a new access code to sign in to MyChart. Once you have entered your access code, the last four numbers of your Social Security number and date of birth, your original MyChart ID will appear in the MyChart ID field. Our support staff can also assist with creating a new, secure password.
How does the password reset question and answer work?
When you signed up for MyChart you were asked to enter a password reset question. This will allow you to reset your password if you forget it or want to change it for security reasons. Please keep in mind that your password reset answer cannot be the same as your MyChart password.
Your Medical Record
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. Your health information is reviewed and updated in your electronic medical record during each visit. If the medical information was gathered during a hospitalization, a written request for an amendment must be submitted to medical records as per MWHC policies.
How do I update/edit my medication list in MyChart?
You can request a medication list update via MyChart. Once your healthcare provider confirms changes, updates will be reflected in MyChart. To request an update, you may click on the “View them or request additional updates” link.
What should I do if I don’t understand my health information?
If you do not understand your health information in MyChart, call your primary care physician for clarification or discuss your questions with him/her during your next clinic visit.
Can my MWHC provider contact me through MyChart?
Yes, your providers may release new test results, recommend that you make a follow-up appointment, provide you with additional instructions, or ask you to call his or her office to discuss your test results. Be sure to login to MyChart often to check for new information.
How can I initiate communication with my provider through MyChart?
If you have had a scheduled appointment within the past year or scheduled within the next month, you may select your provider’s name from “Message Center” under the get medical advice dropdown list.
If I send a message to my doctor or nurse, when can I expect a reply?
You will generally receive an answer within one to three business days. Please note that MyChart should not be used for urgent situations. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.
My preventive care recommendations don’t seem right to me. What do I need to do?
Preventive care procedures are suggested based on your age and gender and in some cases a specific diagnosis you may have. You are encouraged to discuss this information with your primary care physician during your next visit. Your primary care physician can override preventive care recommendations that may not apply to your specific situation.
Why is the “Last Done” date on a preventive care procedure wrong?
The "Last Done" date on your preventive care procedure may not have been recorded if the procedure or test was not performed at an MWHC facility. If you see a date that is inaccurate for a preventive care procedure performed at MWHC, please discuss it with your primary care physician at your next visit so the record can be updated.
Appointments
Why can I only schedule certain appointments using MyChart?
Only a limited number of Mary Washington Medical Group practices accept appointments via MyChart. In addition, MyChart may not have the capability to schedule complex appointments. If you are having difficulty scheduling appointments with multiple caregivers or for multiple patients (such as two or more children), please call your practice directly.
Can I view upcoming appointment times in MyChart?
Yes. You can view the details of your upcoming appointment and even confirm your appointment. If a button does not appear to the left of an upcoming appointment, you will not be able to cancel that appointment using MyChart. Please call your clinic to cancel this appointment.
Who sees my request for an appointment or an appointment cancellation?
These requests are routed to appointment schedulers. Your doctor will not see this information. Please do not include any personal health information with an appointment request or an appointment cancellation.
If you see that you are overdue for a regularly scheduled preventive care item please request an appointment with your primary care provider through the MyChart appointment request.
Can I schedule an appointment for someone other than myself?
Yes. You can schedule an appointment for someone if you have received proxy access to that person’s information as described below under "MyChart for Family and Legal Guardians". To schedule an appointment follow the same steps as if you were scheduling an appointment for yourself.
e-Check In (with or without MyChart) - VIDEO
Medications
Why aren't all my medications in my MyChart record?
Prescriptions written outside of MWHC will not appear on your medication list unless they are documented by your MWHC provider in your electronic medical record.
What information should I provide for a prescription renewal?
You should update your preferred pharmacy when requesting a prescription renewal.
Who sees my request for a prescription renewal?
Many people on your healthcare team are involved with these types of requests. Please do not include personal health information intended for your doctor. A prescription renewal is not a method by which to communicate electronically with your physician on health related matters.
How long does it take if I request a prescription renewal through MyChart?
Every attempt is made to process prescription renewals within 24 hours of receipt during normal business hours. If you submit your request on a weekend or holiday, it will be received and processed the following business day.
Why do some of my medications listed say “Contact your prescribing provider” where the doctor’s name should be?
Your primary care physician will document all medications in your electronic medical record. If your primary care physician did not originally prescribe the medications but documented them in your record, you will see "contact your prescribing provider" in the provider information listed on the medication page. Medications in this category cannot be renewed through MyChart.
Why is the "Request a Renewal" link missing for some of my medications?
Medications that have been documented - but not prescribed - by an MWHC physician cannot be renewed through MyChart. The "Request a renewal" link won't show up in this case.
Test Results
How do I see my test results?
Open the menu, and under "My Record" select the "Test Results" link. On the "Test Results" page, click anywhere within the row to display the results for that test. For labs resulted during hospitalization, select “Click to include labs taken during hospital stays.” You can also use the quick Test Results link on the top bar to the right of the menu.
When will I be able to see my test results in MyChart?
Your test results are released to your MyChart account after your physician has reviewed them. This is generally within 72 hours after final results. If you feel that your test results should be available but you don't see them in MyChart, it is best to call your physician’s office to discuss the test results.
Why are certain test results not shared electronically via MyChart?
Your provider is able to determine which types of test results can be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart.
Can I see radiology images through MyChart?
The text portion of radiology reports can be viewed in MyChart and are released at the discretion of the ordering physician. Radiographic images are not transmitted through MyChart at this time. If you would like to obtain an image, you may request it from the Health Information Management (Medical Records) department at 540.741.1620.
Pay Your Bill
Pay your bill in MyChart - VIDEO
Log into your MyChart account at mychart.mwhc.com or use the My MWHC MyChart app on your mobile device. Click on Billing to access any outstanding bills on your account. If you haven't yet enrolled in MyChart, use the 15-digit activation code provided in the green box on your statement to enroll in MyChart to pay bills, view test results and more.
Access Financing Options in Your MWHC MyChart and Pay Your Bill Over Time
CareCredit, a healthcare credit card, provides flexible financing that can be used for co-pays, deductibles and out-of-pocket medical expenses. CareCredit is now available as a payment option in your MWHC MyChart. You can access CareCredit from the Billing Summary page in the online portal, enter your CareCredit credit card information, and choose a financing promotion on purchases of $200 or more that best fits your budget.*
*Subject to credit approval. See carecredit.com for details.
Video Tutorial on Paying in MyChart and Setting Up a Payment Plan
Pay in MyChart as a guest
If you have a single bill from Mary Washington Healthcare and do not wish to create a MyChart account, you are still able pay your bill online using MyChart as a guest. Head to mychart.mwhc.com and click the green Pay as Guest button in the right column. We do not recommend using Internet Explorer to access MyChart. Use Chrome, Firefox, Safari, or Edge.
MyChart for my Family and Legal Guardians
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 into their personal MyChart account and then connect to information regarding their family member. Proxy access to MyChart can be established between a parent or guardian and a child up to the age of 18.
MyChart Tip Sheet: Share Access to Your Record From MyChart
Comparta con sus familiares y/o amigos el acceso a su historial médico en MyChart
Can my spouse and I share one MyChart account?
No, due to the sensitive nature of medical information, each adult must sign up and establish his/her own MyChart account. However, a MyChart Proxy Form for Adults can be submitted to allow spouses access to each other's MyChart accounts.
How do I get access to my child’s information?
To receive access to your child’s information, simply click on "Ask a Question" under the Communication section in MyChart. Select "Customer Service Question", then "Patient Record Request". Our Medical Records team will receive your request and give you the appropriate access.
Can a legal guardian have access to a patient’s MyChart?
Yes, proxy access is given to court-appointed legal guardians. In order to have access granted, you will need to provide a copy of the court order that grants the legal guardian access to the patient’s medical record. Attach a copy of the court document to the proxy access form and return to address on the form. If you have a family member with diminished capacity under your care, you may establish MyChart proxy access from their provider’s office.
Update Personal Information
Where can I request an update to my personal information (e.g., home address, email or change my password)?
Log into MyChart and from the left menu, go to the Preferences section and select “Change Address."
Privacy & Security
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 IDs and passwords. Each person controls his or her password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional email, all MyChart messaging is done while you are securely logged on to our website.
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 email address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.
Technical Questions
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 20 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.
What do I need to use MyChart?
You need access to a computer connected to the Internet and an up-to-date browser.
What internet browser should I use?
MyChart works best on Chrome, Firefox, Safari, or Edge. We do not recommend using Internet Explorer.
Can I access MyChart on my smartphone?
Yes. The MyChart® mobile application is currently available for your Apple© or Android™ device. You must have an existing MWHC MyChart username and password to use the application. Download the MyChart app in the App Store or on Google Play. Then login with your MyChart username and password. If you need assistance downloading the app, please contact our support team at 540.741.1404.
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