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MyChart Frequently Asked Questions

Sign-Up Questions
What is MyChart?
Who is eligible for MyChart?
I already have a MyChart account at another hospital, is that the same?
What will I be able to access?
How do I sign up?
General Questions
Who do I contact if I can't sign in or if I have further questions?
Can I share an account with another person in my household?
I have more than one child who is a patient at Seattle Children's, can I pay bills and schedule for all of my children?
I have more than one billing account for my child (medical and mental health). Can I link them all into one MyChart account?
I can no longer see some of my Child's information. What happened?
How can I get a complete set of my child's medical records?
If I add a photo for my MyChart account, who will see it?
Is there a mobile application?
Video Visits
What is a video visit?
When can I schedule a video visit instead of an in person one?
What technical requirements do I need for a video visit?
Why can't I join my video visit?
What should I do if my video visit says "Please wait for the host to admit you"?
Can multiple parents join a video visit?
Security
I was logged out, what happened?
Is MyChart secure?
What if I forgot my username?
What if I forgot my password?
Can I change my password?
Communication and Messaging
How do I communicate urgent medical issues?
Will Seattle Children's contact me through MyChart?
How will I know if there's something I need to see in MyChart?
Can I update or change how I get notified through MyChart?
Why don’t I see my provider in the list under the Non-Urgent Medical Question?
What type of messages can I send to my provider?
Will my message go directly to my provider?
Who will see my messages?
What if I have a non-medical question, how do I contact Customer Service?
eCheck-in
What is eCheck-in?
Do I need to fill out the questionnaires during eCheck-in?
Should I take the time to update medications, allergies and other health issues during eCheck-in?
Since I used eCheck-in, what does that mean for the day of my appointment?
Test Results
Will I get my test results in MyChart?
I didn’t see any comments from my doctor about my test results, does that mean there’s something wrong?
I don't understand the results, who can help me?
Medications
Who sees my request for prescriptions refill?
Why can't I add my pharmacy?
When I select "Request Refills" link it won't allow me to select any of medications?
How long does it take if I request a prescription renewal through MyChart?
Visit Summaries
Why am I not seeing notes from my last visit?
What should I do if I have a question about my visit summary?
Why don't I see my visit summary?



What is MyChart

MyChart is a free, secure way for patients and legal guardians to access portions of the electronic medical record from any device connected to the Internet. In MyChart you can:

  • Request, schedule and view scheduled appointments
  • Message your provider
  • Review provider notes
  • See lab results
  • Review medications
  • Fill out questionnaires
  • Use eCheck-in to save time in clinic
  • Pay and view your bills
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Who is eligible for MyChart?

MyChart is available to patients 13 years and older, and to legal guardians of patients who have been treated by a Seattle Children's provider.

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I already have a MyChart account at another hospital, is that the same?

No. MyChart is an online tool used by many healthcare systems, but each requires its own registration and has separate MyChart systems. Once you have activated your Seattle Children's account, you can connect your account with other participating organizaitons to bring all your information in one place by going to "Link My Accounts". This includes pulling information such as allergies, health history, medicaitons, messages, test reulsts, appointments and care team members.

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What will I be able to access?

Patients 13 years or older:

  • Patients ages 13-17: Appointments, conduct telehealth visits, sign consents, message provider
  • Patients ages 18+: Appointments, conduct telehealth visits, sign consents, message provider, see test results, medications, visit summaries and provider notes

Adults in our records who are legal guardians:

  • Accessing patients under 13: Appointments, conduct telehealth visits, sign consents, message provider, see test results, medications, visit summaries and provider notes
  • For patients 13-17 years old: Appointments, conduct telehealth visits, sign consents, message provider

** One adult per patient will also have access to pay bills.

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How do I sign up?

Ask the next time you are scheduling an appointment or at Seattle Children's for a visit. Or you can also fill out a online form and within 7 business days, you will receive an email with a MyChart activation code. You can use the link sent to you to log in and create your own username and password.

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Is there a mobile application?

Yes. You can download the MyChart applicaiton from the Apple App Store or Google Play. Once the app is downloaded, search for Seattle Children's Hospital.

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Who do I contact if I can't sign in or if I have further questions?

  • Username or Password help: From the login page, select Forgot Username or Forgot Password for self service, or call 206-987-4444
  • Request new activation code, account or technical help: Call 206-987-4444.
  • Billing questions: Call 206-987-5770, Monday through Friday, 8 a.m. to 4 p.m. Or, visit www.seattlechildrens.org/paymybill.
  • Scheduling questions: Call your clinic or call 206-987-2000 and ask for the clinic you need to reach.
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Can I share an account with another person in my household?

No. Each person must have their own account.

If you already have a MyChart account: The other person you wants access can create their own account by filling out the applicable Seattle Children's MyChart Access form.

If you do not have a MyChart account: Fill out the applicable Seattle Children's MyChart Access form.

Note: Only the person designated in our records as the person who pays the bills will be able to access billing information in MyChart. We can only have one designated person per patient (called a guarantor). Anyone who is in our records to bring patients to appointments will be able to access scheduling.

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I have more than one child who is a patient at Seattle Children's, can I have access for all of my children?

Yes. You just need to let us know to add your other children to your account. You can do so the next time you are scheduling an appointment or coming in for a visit, or by filling out this online form and under Patient Information add your other child's information.

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I have more than one billing account for my child (medical and mental health). Can I link them all into one MyChart account?

Yes, if the designated person who pays the bills (called a guarantor) on each billing account is the same. Call 206-987-5770 for help.

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I can no longer see some of my Child's information. What happened?

To comply with Washington state law, as well as protect your child's privacy, we reduce your access to some clinical information starting on their 13th birthday, and remove all access except the abaility to pay bills on their 18th birthday. If your child is impaired, you may be eligible to continue accessing clinical information. Please discuss this with your provider or call 206-987-444 for more information.

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How can I get a complete set of my child's medical records?

You can obtain your child's medical records by contacting your provider or calling 206-987-4444.

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If I add my photo in my MyChart account, who will see it?

If you are a Seattle Children's patient, your photo will be part of your medical record and visible to clinical staff members as well as anyone who has access to your account through MyChart. To help us ensure that the photos uploaded are an accurate representation of the patient, please follow our MyChart User Photo Guidlines.

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Is there a mobile application?

Yes. You can download the MyChart applicaiton from the Apple App Store or Google Play. The applicaiton is not specific to Seattle Children's.

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What is a video visit?

A video visit is a teleconference with a provider a Seattle Children's where you can discuss meds, problems, treatments etc. Generally anything that would be done in your regular in person visit, except a direct physical exam, can be completed over a video visit.

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When can I schedule a video visit instead of an in person one?

Any time your visit would not require a physical examination it could be a candidate for moving to video, however not all providers are currently able to perform video visits so you should inquire with your office about the possibility of transitioning your next appointment to video.

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What technical requirements do I need for a video visit?

To complete a video visit you will need a computer or smartphone with: webcam, microphone, speakers, and high speed internet. Please also download Zoom on the device you intend to use. Additionally you will want to have a private space without excessive background noise to complete your visit in.

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Why can't I join my video visit?

You must complete eCheck-in before you will be allowed to join your video visit. For video visits, eCheck-in is available 45 minutes prior to the appointment time. Once you complete eCheck-in, you will see the button to "begin video visit".

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What should I do if my video visit says "Please wait for the host to admit you"?

This message indicates that your provider has not yet joined the visit, simply wait on this screen for them to join. If this message persists more than 10 minutes past the scheduled start time then call your provider's office.

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Can multiple parents join a video visit?

Yes, multiple parents/guardians can join the video visits, as long as they each have their own MyChart account. Parents/guardians can join a video visit from different devices and/or locations.

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I was logged out, what happened?

We want to protect your privacy and security of your information. If your keyboard remains idle for 15 minutes or more, you will be automatically logged out. We recommend that you log out if you need to leave your computer for even a short amount of time.

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Is MyChart secure?

Yes. Access to MyChart and the information in it is controlled by security measures. As a member, you control all of your own account information, including your personal username and password. Learn about our privacy policy.

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What if I forgot my username?

You can recover your username online by accessing Forgot Username? or calling 206-987-4444.

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What if I forgot my password?

You can recover you password online by accessing Forgot Password? or calling 206-987-4444.

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Can I change my password?

Yes. Your password can be changed online at any time by going to the Security Settings option. It is important to keep your password confidential and do not share it with anyone. If you believe someone may have discovered your passwored, please change it.

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How do I communicate urgent medical issues?

MyChart should not be used to communicate urgent medical issues. Expected response time on messages through MyChart is two business days.

For urgent medical issues, please call 911 or go to the nearest emergency room.

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Will Seattle Children's contact me through MyChart?

Yes, your provider and care team may communicate directly through MyChart, as well as administrative team members regarding follow-up appointments or additional instructions for upcoming visits. A notification will be sent to the email address associated with your MyChart account to alert you when a new message is available.

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How will I know if there's something I need to see in MyChart?

When new information is available to you in MyChart, you will recieve a notification sent to the email address associated with your MyChart account to alert you of the new activity. You will have to sign into MyChart to see the details. No personal information will be sent directly to your email address in order to protect your privacy.

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Can I update or change how I get notified through MyChart?

Yes. You have the option to recieve these notifications via email or text messages. You can updated your preferences for MyChart notification by going to Account Settings and select Communication Preferences. Due to the importance of some message types, you may not be able to opt out of email. To enroll in text messaging, you may need to associate a mobile number with your MyChart account first, then select the options from the menu to customize. As a parent/guardian, you can do this from your account and apply it to all the records you can access. These settings do not apply to how appointment reminders are sent, nor texts sent during your visit. They only control MyChart notifications.

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Why don’t I see my provider in the list under the Non-Urgent Medical Question?

Messaging your provider is only available for outpatient visits and sometimes not until the day after your visit. There are some visits, such as in Urgent Care or the Emergecy Room, that are not included in provider messaging. Also, you need to have had a visit with your provider within the last year to be able to use MyChart to message your provider

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What type of messages can I send to my provider?

General follow-up questions about your most recent visits, questions about medications prescribed at that visit or test results from your visit.

For urgent medical issues, please call 911 or go to the nearest emergency room.

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Will my message go directly to my provider?

In most cases your message will go to the nurses who support your provider, but there are some who may receive the message directly. Please note that your message will become a legal part of your health record.

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Who will see my messages?

When sending a message, you will see a list of people who will also be able to view the sent message in MyChart. This will include anyone else who also has MyChart access to the patient. You have the ability to uncheck the other MyChart users, which will prevent them from seeing the message sent. By default, all MyChart users with access to the patient are selected. Please note that your message will become a legal part of your health record.

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What if I have a non-medical question, how do I contact Customer Service?

From the Messages menu, click Ask a Question, select Customer Service and pick what this is regarding in the drop down menu.

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What is eCheck-in?

eCheck-in is available up to seven days prior to your visit, this can allow you to fill out questionnaires, validate demographics and insurance, update allergies and medications, as well as sign consents. You will still need to stop at the front desk upon your arrival in clinic, but eCheck-in will speed up the process.

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Do I need to fill out the questionnaires during eCheck-in?

Yes, if you have questionnaires that are for your visit that you have not yet filled out, you will need to complete them during the eCheck-in process. By filling these out in advance, your providers will have your responses, saving time in clinic. They may ask to review and validate them with you.

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Should I take the time to update medications, allergies and other health issues during eCheck-in?

Yes. What you fill out during eCheck-in will be seen to your providers in clinic, saving you from having to remember in the moment. Your provider will review them before submiting them to your medical record.

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Since I used eCheck-in, what does that mean for the day of my appointment?

You will still need to check-in with staff when you arrive at your visit to let them know you are there and possibly verify other information. The eCheck-in process can save time at registration, and also saves time in clinic.

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Will I get my test results in MyChart?

Results will only appear for tests that were ordered by your provider and have been finalized. Some tests may be dealyed from a day to a few weeks after resulting before they are avaliable in MyChat. If you have any questions regarding test results, please contact your clinic. For non-urgent question you can send a secure message by going to Messsaging, selecting your provider's name from the drop down list and use the subject of test results question.

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I didn’t see any comments from my doctor about my test results, does that mean there’s something wrong?

The tests results are sent to MyChart automatically, so you may not always see comments from your provider.

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I don't understand the results, who can help me?

For urgent needs, please call your clinic. All other questions can be submitted via a secure message by going to Messsaging, selecting your provider's name from the drop down list and use the subject of test results question.

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Who sees my request for prescriptions refill?

Prescritpion refill requests are sent via secure message to the clinic where the medication was ordered.

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Why can't I add my pharmacy?

At this time, you can only add Seattle Children's pharmacies.

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When I select "Request Refills" link it won't allow me to select any of medications?

If your prescriptions was not filled at a Seattle Children's pharmacy, you will need to contact your pharmacy directly to refill and cannot use MyChart to refill your prescription.

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How long does it take if I request a prescription renewal through MyChart?

For urgent needs, please call your clinic. Otherwise, every attempt is made to process renewal requests within two business days.

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Why am I not seeing notes from my last visit?

While Seattle Children’s will be sharing notes with patients and parents/guardians as of October 3, 2020, there may be visits where notes can not be shared based on the type of provider or type of visit.

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What should I do if I have a question about my visit summary?

You can securely message your provider by going to Messsaging, selecting your provider's name from the drop down list and use the subject of non-urgent medical quesiton. Note: Visits prior to October 3, 2020 will not have detailed summaries. You will not be able to see medications, instructions or any other medical record information.

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Why don't I see my visit summary?

Often times, the visit summary may not be available until the day after your appointment. If you saw your provider today, please check back tomorrow.

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