MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up for MyChart?
Who do I contact if I have further questions?
What about my privacy? Is it protected?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
My doctor says I can see a summary of my office visit online. How do I view it?
How do I read my doctor's notes online?
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?
I can't message my doctor. How do I add my doctor to my message list?
How do I update my medication list?
Can I request a refill of my medications through MyChart?
How do I download a record that I requested or that has been requested for me?
Scheduling and Appointment Questions
How do I schedule an appointment with my doctor?
Why are there no appointment times available to schedule?
What is a Scheduling Ticket? How do I schedule it?
Can I choose more than one location in the appointment search?
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?
My account is disabled. What should I do?
I did not receive an activation code, or I lost it or let it expire. Can you send me a new activation code?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
How do I un-enroll or deactivate my MyChart Account?
Billing Questions
How do I pay my bill online?
I do not see my bill online. Where is it?
I have a question about my bill. Who can I contact?
Technical Questions
How is MyChart secure?
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?
Is my activation code my user ID?
How do I enable/disable notifications on my mobile phone?

What is MyChart?

MyChart offers patients personalized and secure online access to portions of their medical records. It enables patients to securely use the Internet to help manage and receive information about their health. With MyChart, you can:

  • 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;
  • And more!
Return to Top

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

Return to Top

How do I sign up for MyChart?

Patients who wish to participate in MyChart can submit a form online to request access. To access this form, click the Sign Up Now button on the sign-in page, then click the Sign Up Online button and complete the form to sign up for a MyChart account. Patients may also be issued an activation code during a clinic visit. This code will enable you to create your own user ID and password on mychart.stph.org/mychartstph/. If you have an activation code, click the Sign Up Now button and type in your activation code and date of birth to create a MyChart account.

Return to Top

Who do I contact if I have further questions?

You may e-mail us at MyOchsner@Ochsner.org, or you can call our MyChart Patient Support line at 1-877-339-2637.

Return to Top

What about my privacy? Is it protected?

The Health Insurance Portability and Accountability Act (HIPAA) privacy rule, a federal law, gives you rights over your health information and sets rules and limits on who can look at and receive your health information. This law applies to all forms of individual's protected health information, whether electronic, written, or oral. This law requires security for health information in electronic form.
HIPAA document

Return to Top

When can I see my test results in MyChart?

Your test results are released to your MyChart account within 1-3 days. Some procedures are not automatically released to the portal.

Return to Top

Why are certain test results not shared electronically via MyChart?

Your provider can determine which types of test results are able to be accessed through MyChart. Test results of a very sensitive nature are not released to MyChart.

Return to Top

My doctor says I can see a summary of my office visit online. How do I view it?

Under the Visits menu, select Appointments and Visits. You will see upcoming and past appointments. Select a past office visit to view the After Visit Summary and the Notes tabs. If you would like to download your visit summary or email the summary to another doctor’s office, you can do so by clicking on the Health menu, selecting Request or Download Records, and selecting the Visit Records tile. Admission summaries provide a visit summary of an emergency room visit or hospital admission, including discharge instructions.

Return to Top

How do I read my doctor's notes online?

To access your progress notes, select Appointments and Visits from the Visits menu. Click on an appointment to view the AVS, or After Visit Summary, which includes an After Visit Summary tab and a Notes tab. The Notes tab contains progress notes from your doctor dated after April 6, 2015. Certain specialties, including Behavioral Health and Pain Management, are not included in the open progress note program at this time, so those notes are not currently available online.

For notes that are unavailable online, you can submit a medical records request from the Health menu. Click Document Center, then click on the Request Records tile. The link to submit a new medical records request is at the bottom of the list of past documents.

Return to Top

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. Your health information is reviewed and updated in your electronic medical record each visit. At your next clinic visit, ask your doctor to correct any inaccurate information in your chart.

Return to Top

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.

Return to Top

I can't message my doctor, how do I add my doctor to my message list?

The list of providers you see in MyChart shows your primary care doctor and doctors with whom you have an upcoming visit in the next 90 days or have had an office visit (face-to-face) in the last 3 years. If your doctor is not on your message list and meets those criteria, you can request that your doctor be added by sending a customer service message via the Ask a Question feature in the Messaging menu.

Return to Top

How do I update my medication list?

From the Health tab, select Medications and click Add a Medication to submit an update to your record. Your request will be reviewed by your doctor.

Return to Top

Can I request a refill of my medications through MyChart?

If your prescriptions are filled by an Ochsner pharmacy, you can request refills of your medications through MyChart. When you have run out of refills, your request will be directed to your provider for approval before the Ochsner pharmacy fills the request.

If your prescriptions are filled at a non-Ochsner pharmacy,such as CVS, you can request prescription renewals from your provider. You will need to contact your pharmacy for medication refills. If you have questions about your medications, you can send a Communicate with Your Provider message with Prescription in the subject line.

Return to Top

How do I download a record that I requested or that has been requested for me?

Select the Document Center from the Health menu. Click on the Request Records tile; if a record has been requested for you, it will be available there for download.

Return to Top

How do I schedule an appointment with my doctor?

From the Visits tab, select Schedule an Appointment. Please note that some specialty providers do not allow online scheduling. You can request an appointment through MyChart, or call your provider's office.

Return to Top

Why are there no appointment times available to schedule?

This may occur because:

  • The schedule is full for the day.
  • The schedule has not yet been created for the selected day or time range.
  • Some specialty providers do not allow online scheduling.

You can request an appointment from the Visits tab or send a message to your provider’s office via the Message Center menu. For urgent situations, you can call your provider’s office.

Return to Top

What is a Scheduling Ticket? How do I schedule it?

A Scheduling Ticket is attached to an order that your provider placed for you, like a chest x-ray. The scheduling ticket makes it easier for you to schedule your own appointment, while also keeping the appointment details accurate for your provider’s office. Your provider orders these tests during an office visit. If your doctor's office does not schedule this test during regular clinic hours, you can schedule this test yourself online.

Under the Visits tab, select Schedule an Appointment. If you have any orders with scheduling tickets attached to them, they will appear under the heading for Appointments you need to schedule. Click on the tile for each order, and follow the steps to schedule the appointment.

Return to Top

Can I choose more than one location in the appointment search?

Yes; you may select as many locations as you wish to choose.

Return to Top

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. At your next appointment, ask your provider's office to assist you.

Return to Top

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

MyChart offers direct access to your personal health record. Any communication 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.

Return to Top

Can my spouse and I share one MyChart account?

No. Due to the sensitive nature of medical information, each adult must establish their own MyChart account. MyChart users can request to give another adult proxy access to their account by contacting their provider's office.

Return to Top

I forgot my password. What should I do?

Click the Forgot password link on the sign-in page to reset your password online. You may also contact our MyChart Patient Support Line at 1-877-339-2637 to request a new, secure password.

Return to Top

My account is disabled. What should I do?

For security purposes, your account is disabled after 10 attempts. When your account has been disabled, it must be reactivated by an administrator, who will need specific information to make sure that the correct account is being reactivated. Please email your full name, date of birth, and your MyChart username (if you know it) to MyOchsner@ochsner.org, or call the MyChart Patient Support line at 1-877-339-2637 and provide the same information to reactivate your account. An administrator will contact you if any additional information is needed, and they will notify you when your account has been reactivated.

Return to Top

I did not receive an activation code, or I lost it or let it expire. Can you send me a new activation code?

You may follow the Sign Up Now link or request an account online at mychart.stph.org/mychartstph/signup. After your information is verified, you will be directed to create a username and password. You may contact us at MyOchsner@Ochsner.org or MyChart Support Line at 1-877-339-2637 for assistance.

Return to Top

How do I un-enroll or deactivate my MyChart account?

Use the Ask a Question feature in the Messaging menu to send a Customer Service message to MyChart Support, or email MyOchsner@Ochsner.org to request that your account be deactivated.

Return to Top

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

Click Personal Information from the Profile menu, hover over the Contact Information tile or Details About Me tile, and select Edit to edit your personal information (home address, e-mail address preferred name, etc.).

To change your password, select Security Settings from the Profile menu and follow the instructions to update your password and/or your security questions/answers.

Return to Top

How do I pay my bill online?

To make a payment, visit the Billing Account Summary page under the Billing menu. Select the Pay Now button, and enter your credit card and billing information. MyChart accepts Visa, MasterCard, American Express, and Discover debit and credit cards. Click Continue to verify your information. Once verified, click Submit Payment. A receipt will be sent to your MyChart inbox.
If you have an outstanding balance with one of our partner facilities and are attempting to make a payment, but do not see the Pay Now button, please click here for more contact information.

Return to Top

I do not see my bill online. Where is it?

A delay exists between the time you have your appointment and the time your bill is available. Due to billing processes, there is a minimum of four days between your appointment and when your bill becomes available.

Return to Top

I have a question about my bill. Who can I contact?

You can contact the billing department by sending a Customer Service Question message from the Billing Account Summary page. You can can also contact the Patient Account Customer Service department at 1(800)343-0269.
If you have questions about bills from one of our partner facilities, please click here for more contact information.

Return to Top

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 ID's, and passwords. Each person controls their 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 e-mail, all MyChart messaging is done while you are securely logged on to our website.

Return to Top

What is your privacy policy?

MyChart is owned and operated by MyChart 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.

Return to Top

I was logged out of MyChart. What happened?

We aim to protect your privacy and the security of your information. If your keyboard remains idle for 15 minutes or more while you are logged into MyChart, 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, even for a short time.

Return to Top

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 Google Chrome, Mozilla Firefox). You can also download the MyChart mobile app from the Apple App Store or Google Play.

Return to Top

My activation code does not work. What should I do?

For your security, your activation code expires after 45 days and is no longer valid once you use it. You can now sign up for MyChart directly by clicking the Sign Up Now button on the sign-in page, and then the Sign Up Online button. Once you fill out and submit the form, your MyChart account will be created. If you are still experiencing issues, email us at MyOchsner@Ochsner.org or call our MyChart Patient Support Line at 1-877-339-2637.

Return to Top

Is my activation code my user ID?

No, your activation code is not your MyChart user 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 be asked to create your own unique MyChart ID and password.

Return to Top

How do I enable/disable notifications on my mobile phone?

For Android users, notifications are automatically enabled.

For iOS users:

  • 1. Tap the Settings icon on your device’s Home screen to launch the Settings app.
  • 2. Select Notifications.
  • 3. Select MyChart.
  • 4. Toggle ‘Allow Notifications’ to the preferred choice.


Return to Top