MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Whom do I contact if I have further questions?
Your Medical Record
When can I see my test results in 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?
Why don't I see my provider's name in the drop down list?
Why can't I use regular email to communicate with my provider?
MyChart For My Family
Can I view a family member's health record?
Can my spouse and I share one MyChart account?
Where do I find my family's information?
When is family access revoked?
How do I take away access from someone who has proxy to my MyChart account?
Can my child have their own MyChart account?
After I Have Enrolled
I forgot my password, What should I do?
Can you send me a new activation code 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 MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
How do I access MyChart?
My access code does not work, what should I do?
Is my access code the same as my user ID?
Virtual Visit
What are the requirements for a virtual visit?
If I have proxy access to another MyChart account, can I schedule a virtual visit for that account?


What is MyChart?

MyChart is a patient portal that 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 or MyChart mobile app to:

  • Request, review and book appointments with selected providers
  • Schedule virtual urgent care visits
  • Launch a video visit
  • View your health summary including history, medications, allergies, immunizations, provider notes, plan of care, and hospital and clinic visit notes.
  • View test results
  • Request prescription renewals
  • Access trusted health information resources
  • Communicate electronically and securely with your medical care team
  • Pay your ProHealth Care bills
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

To sign up for MyChart, you will need an authorization code that is generated just for you. There are two ways to obtain one:

1. Ask when you are in your doctor's office.

2. Click here and follow the instructions to register for MyChart.

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Whom do I contact if I have further questions?

You may call 1-877-873-6305.

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When can I see my test results in MyChart?

Most of your finalized test results are released immediately to your MyChart account. A limited number of results are not released immediately.

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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. Ask your doctor to correct any inaccurate information at your next clinic visit or print and fill out the Request for Amendment of Protected Health Information Form and mail to:

Health Information Management

Attention-Tracy Schrantz

N17W24100 Riverwood Drive, Suite 200

Waukesha, WI 53188

Phone:262-696-5856

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If I send a message to my doctor, 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 medical clinic if the situation requires immediate attention or dial 911 if it is an emergency.

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Why don't I see my provider's name in the drop down list?

Your list of providers includes physicians with whom you have had an office visit within the past three years. A Provider names will remain in your drop down list for up to three years beyond your last date of visit.

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Why Can't I use regular email to communicate with my provider?

Regular email may not be secure. The HIPAA government regulations require communication relating to health information to be secure. MyChart Secure Messaging is sent via a secure, encrypted connection. Encryption means the information is coded in such a way that no one can read it during transmission.

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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 access to another patient's account in order to help manage their healthcare. You may sign up to see a family members' MyChart by filling our the appropriate proxy forms electronically or by mailing the forms to our Health Information Management department. For additional information about Proxy access click Request Family Access.

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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 MyChart Release of Information form and establish their own MyChart account. You may electronically grant another adult access to your MyChart account by following the steps below:

  • Sign into your MyChart account
  • Search for 'Share MyRecord'
  • Select friends and family access
  • Invite someone to access your record
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    Where do I find my family's information?

    Once you have filled out the proxy signup form, it takes about 5 to10 business days to make your proxy active. Once this process has been completed you will then be able to access your family’s information through your MyChart. Once you have logged into the MyChart application you will want to choose the tab along the left hand side that says "My Family's Records". Under that location you will be able to find the individuals for whom you have proxy access . Simply click on the name of the individual's record you wish to view.

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    When is family access revoked?

    When a child turns 12, access changes from full to limited unless the child signs the MyChart Authorization Release of Information form granting the parent full access. Once a child turns 18, access expires.

    Access for adults does not expire. Adults and in limited situations a child age 12 to17 will have the ability to revoke access at any time. If a child age 12 to17 revokes access then the parent will be granted limited access until the child reaches age 18.

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    How do I take access from someone who has proxy to MyChart Account?

    You must print and fill out the MyChart Inactivation form and mail or fax to the address below:

    Health Information Management Identity - Data Integrity

    N17W24100 Riverwood Drive, Suite 200

    Waukesha, WI 53188

    Fax:262-544-9489

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    Can my child have their own MyChart account?

    To grant access, both the child, age 14 to 17, and the parent or legal guardian must print and complete the MyChart (age 14-17) Teen connection request Sign-Up form, and amil ro fax back to:

    Health Information Management Identity - Data Integrity

    N17W24100 Riverwood Drive, Suite 200

    Waukesha, WI 53188

    Fax:262-544-9489

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    I forgot my password. What should I do?

    To recover your MyChart password online click here. If you continue to have problems please contact our Help Desk at 1-877-873-6305.

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

    Contact us at 877-873-6305. After we verify your information, a new code will be either be emailed to your or sent via U.S. Postal Service.

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    Where can I update my personal information (e.g., home address, e-mail or change my password)?

    Log in to MyChart. From the left menu, go to the Preferences 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 IDs, and passwords. Each person controls the password, and the account cannot be accessed without that password. Futher, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to the ProHealth Care website.

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    What is your Privacy Policy?

    MyChart 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. Click here to access our Notice of Privacy Practice.

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    I was logged out of MyChart, what happened?

    We aim to protect your privacy and security of your information. If your keyboard remains idle for 15 minutes or more while you are logged in to MyChart, you will automatically be logged out. 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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    How do I access MyChart?

    You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer, Chrome, or Safari). You can also download the MyChart app and use it on any mobile device with an internet connection.

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

    For your security, your access code will expire 30 days after it is issued and is no longer valid after the first time you use it. If you have problems, call 877-873-6305.

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    Is my access code the same as my user ID?

    No, your access code is not the same as your MyChart ID or password. You will use this code only once to log in to MyChart for the first time. (The code will expire after you have used it or after 30 days). When you log into MyChart the first time, you will be asked to create your own unique MyChart ID and password.

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    What are the requirements for a virtual visit?

    For a more detailed list of requirements, click here

    Participants must:

    • Be six years of age or older.
    • Be located in the state of Wisconsin during the virtual visit.
    • Have an active MyChart account.
    • Also have proxy access to a dependent's MyChart account if the virtual visit is for them.
    • To obtain proxy access:

    • To your dependent's MyChart account, click here and complete the appropriate forms.
    • Test smartphone, tablet or computer at least 30 minutes prior to the virtual visit.
    • Close unneeded applications before starting the virtual visit.
    • Perform an equipment test at least 30 minutes prior to your virtual visit. Click to review Testing and Beginning

    • Technical requirements:

    • A smartphone, tablet or computer with a working microphone or headset. Computers will need Windows 7 (or higher) or MacOS 10.11 (or higher).
    • A front-facing video camera connected to your device. If possible, use a stand for your mobile device to prevent distracting movement.
    • A strong Wi-Fi or cellular connection. Opt for Wi-Fi when possible instead of a data connection (data charges will apply).
    • A MyChart phone app or MyChart website access. Find the MyChart app in the App Store (iPhone) or Google Play Store (Android).
    • A fully charged or plugged in device. A mobile device may lose up to 1.5 percent of its battery life per minute of the virtual visit.
    • A private, well-lit location for the virtual visit. To lighten your face, position yourself so a light source is in front of your face but behind your device.
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    If I have proxy access to another MyChart account, can I schedule a virtual visit for them?

    A proxy can only schedule a virtual appointment for a child b ut cannot schedule an appointment for an adult.

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