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To communicate with any non-Alameda Health System clinicians, please call their office or use their version of the patient portal. This patient portal only allows you to communicate with your Alameda Health System team.
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Frequently Asked Questions

What is MyChart?

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.
  • 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.

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic 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 to get one or ask to sign up during your next office visit.

Who do I contact if I have further questions?

You can call our MyChart Patient Support Line at 1-510-437-4108.

When can I 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 1-12 days.

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.

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 each visit.

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.

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 or select Share My Record from the Health menu. From there you can select "Friends and family access" and modify or add new access to your health record.

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.

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.

I forgot my user name / password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online.

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

Click up the Sign Up Now button and follow the No Activation Code link at the bottom of the screen. A new code will be sent to you via the email address on file.

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

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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. Unlike conventional e-mail, 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 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.

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.

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).

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

For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, you can call our MyChart Patient Support Line at 1-510-437-4108.

MyAlamedaHealth Terms and Conditions

This website (“Site”) and related services are provided by Alameda Health System (AHS) to its patients is subject to compliance with the terms and conditions set forth below. This includes access to the web portal MyAlamedaHealth that gives you online access to your medical records and to self-service functions for improved patient care. Before registering for an account with MyAlamedaHealth, it is important that you understand the following:

  1. MyAlamedaHealth provides only portions of your medical and health records. MyAlamedaHealth is not a complete copy of a patient’s medical record and will only provide a subset of some information that you might find helpful.
  2. MyAlamedaHealth is intended for communicating non-urgent matters.
  3. For children 11 years old or younger, parents or guardians can set up a proxy account to access portions of your child’s medical records on MyAlamedaHealth.
  4. For children ages 12 through 17, state and federal law limits parental access to their child’s medical records. Parents or legally designated representatives of the patient must request proxy access to a minor’s MyAlamedaHealth account.
  5. Responses to MyAlamedaHealth communications are not immediate and may take several business days.
  6. The law prohibits electronic distribution of certain laboratory results. To obtain those results, you will need to file a request with the HIM (Medical Records) Department.
  7. AHS may terminate your MyAlamedaHealth access without prior notice and/or without cause.
  8. AHS cannot guarantee absolute security against intrusions, disclosure, unauthorized access, or compromised integrity of the records within MyAlamedaHealth.
  9. By registering for access to MyAlamedaHealth, you assume all risks associated with using websites, such as viruses, defects, interceptions, etc.

Please read the following information carefully. Please note that AHS may revise and update these Terms and Conditions at any time. If you access, use, or view this Site after such revisions have been made, you may be forced to accept the revised Terms and Conditions and you will be bound by them. Please periodically review this page for such revisions and updates. Your continued use of this Site and/or MyAlamedaHealth will indicate your agreement to be bound by the terms and conditions set forth below. If you do not agree to be bound by these terms and conditions, promptly exit this Site.

I. Privacy

Your privacy is of the utmost importance to us. Alameda Health System (AHS) will use your confidential medical information in order to provide you health care services. Alameda Health System will, at all times, maintain your confidential medical information in strict confidence and will not disclose any information regarding you to any unaffiliated third party unless you authorize that person to receive your information or the information is permitted to be disclosed by law. Please review AHS Notice of Privacy Practices for a thorough description of how we gather, use and protect your confidential medical information. All messages sent and received within MyAlamedaHealth that contain medical information are subject to all state and federal laws governing the security and confidentiality of medical records. AHS may use the information you’ve provided on MyAlamedaHealth for its internal business purposes or share it with third parties who are performing services on its behalf, but otherwise your information will not be sold to or shared with any other party, unless disclosure is required by law.

Communications containing confidential medical information that are transmitted and received through the MyAlamedaHealth portal and Site are subject to all state and federal laws guarding the security and confidentiality of medical records.

Upon accessing this Site, our web server collects and stores the following information: (1) the domain name from which you access the Internet; (2) the date and time you access the site; (3) the pages you visit; (4) the address of the website from which you linked directly to us; (5) the name and release number of the web browser software you are using; and (6) the IP (Internet Protocol) address of the computer you are using. This information may be used by AHS for internal evaluation, quality control, and other reasons deemed appropriate by AHS. Further information might be collected through web server logs, where information you’ve entered is stored automatically by a web server, such as the domain name from which you accessed the Internet, date and time of access to MyAlamedaHealth, pages you’ve visited, Internet Protocol (IP) address of the computer you are using, etc.

II. MyAlamedaHealth Features

A. Electronic Messaging

MyAlamedaHealth should never be used for urgent matters. The anticipated turnaround time for response to electronic messages is 2 business days. Therefore, for all urgent medical matters, please contact your physician’s office by phone, go to an emergency room, or dial 911. If your provider is out of the office or unavailable, messages sent via MyAlamedaHealth may be routed to other authorized caregivers within AHS in order to facilitate a timely response to your request.

B. Secure Communications

All communications between you and AHS using MyAlamedaHealth occur over a secure connection. You will receive Internet e-mail messages notifying you that new information is available in your MyAlamedaHealth account. These e-mail messages, however, will not contain any confidential medical information. All of the confidential medical information available to you in MyAlamedaHealth is protected and securely maintained by AHS.

Please be advised that the MyAlamedaHealth portal is not intended to replace or to serve as a substitute for in-person meetings or personal conversations with your physician. Please also be advised that the contents of any MyAlamedaHealth communication may become part of your permanent health record.

C. Access Code

When you initially enroll in MyAlamedaHealth, you will be provided with an access code. The access code you receive will give you the opportunity to create a personal login name (called “MyAlamedaHealth ID”) and a password. Once this access code has been used it will no longer be valid. It is extremely important that you keep your login name and password completely confidential. Anyone with access to your login name and password will be able to access your confidential medical information. That person will also be able to read your messages and send new messages as if they were you. It is your responsibility to prevent disclosure of your login and password, and to change your password if you feel that your security has been compromised. You may change your password at any time.

The security of your personal health information contained in your MyAlamedaHealth account is dependent upon selecting a secure password. It is important that you keep your access code, user ID, and password confidential, as anyone who knows them will have access to your confidential medical information and can send and receive electronic communications as you. It is your responsibility to safeguard your user ID and password.

D. Test Results

By agreeing to these Terms and Conditions you provide AHS the right to post all test results to the MyAlamedaHealth portal that are not expressly forbidden by law. Should you decide you would no longer like electronic transmission of your test results, you can choose to deactivate your MyAlamedaHealth account.

Not all test results and related information are posted to the MyAlamedaHealth site. It is your responsibility to ensure that you request and verify results for all tests you have taken by contacting AHS directly.

Pursuant to the California Health and Safety Code, the following clinical laboratory test results may not be posted on MyAlamedaHealth:

  1. HIV antibody tests;
  2. Presence of antigens indicating hepatitis infection;
  3. Substance abuse;
  4. Test results relating to routinely processed tissues, including skin biopsies, pap smear tests, products of conception, or bone marrow aspirations for morphological evaluation, if they reveal malignancy.

Other clinical laboratory test results might not be posted due to the sensitivity of the test or your healthcare provider’s discretion.

III. Information Does Not Constitute Medical Advice

Alameda Health System (AHS) assumes no responsibility for how you use the information you obtain from this Site. You should consult with a physician or other health care provider regarding your own condition and how this Site content may or may not apply to you. You may be accessing your own medical information via the MyAlamedaHealth application and may wish to communicate with one of your AHS providers about that or related information. If you have an emergency, or think you need to speak to someone urgently, please do not use the email communication options provided to you by MyAlamedaHealth. Neither MyAlamedaHealth nor any other application available through this Site is a substitute for appropriate and timely contact with your physician. This Site is not a substitute for consultation with your physician. You should never change or stop any course of treatment prescribed by your physician without first consulting him or her.

IV. Termination of Access

Alameda Health System (AHS) may restrict or terminate access to MyAlamedaHealth at any time. If access is restricted for planned maintenance of the MyAlamedaHealth system, every effort will be made to communicate downtime to all users in advance. However, there may be reasons to restrict access to MyAlamedaHealth without advance notice. If your use of MyAlamedaHealth violates these Terms and Conditions, AHS reserves the right to permanently terminate access to MyAlamedaHealth.

In compliance with state and federal adolescent confidentiality laws, proxy access to your child’s account could also automatically terminate upon the child’s 12th birthday and/or 18th birthday, at which time new accounts would need to be set up.

V. Restrictions on Use and Ownership

All pages within this Site and any material made available for download are the property of Alameda Health System (AHS) and/or its subsidiaries and affiliates. The content on the Site is provided for AHS and its patients only. The words “Alameda Health System” and its logo are the trademarks and service marks of Alameda Health System. All other trademarks, service marks, and logos used in this Site, including but not limited to MyAlamedaHealth and Epic, are the trademarks, service marks, or logos of their respective owners. Nothing on this Site should be construed as granting any license or right to use any trademark, service mark, or logo displayed on this Site without the express permission of AHS or the third party that may own the trademark, service mark, or logo.

VI. Accuracy and Integrity of Information

Although Alameda Health System (AHS) attempts to ensure the integrity of the Site, it makes no guarantees whatsoever as to the correctness or accuracy of the Site. It is possible that the Site could include typographical errors, inaccuracies or other errors. In the event that an inaccuracy arises, please inform AHS so that it can be corrected. Information contained on the Site may be changed or updated without notice.

Although AHS works to communicate when MyAlamedaHealth will be unavailable due to maintenance, backup procedures, or other system outages, providing such advance notice may not be possible at all times. AHS cannot guarantee that you will be able to access MyAlamedaHealth at any particular time. During times when the Site or MyAlamedaHealth is unavailable, other communication methods, such as the telephone, should be used to contact AHS.

VII. Links to Other Sites

Alameda Health System (AHS) makes no representations whatsoever about any other web site that you may access through this site or any entity that may post its advertisements on this Site. When you access a non-AHS site, please be advised that it is independent from AHS, and that AHS has no control over the content on that web site. AHS does not endorse or accept any responsibility for the content or use of any other linked site. If you decide to access any third-party sites linked to this Site, you do so entirely at your own risk.

VIII. Minors and Proxy Access

At present, the State of California regulations and the Health Insurance Portability and Accountability Act (HIPAA) limits parent or guardian access to records for individuals between the ages 12 and 17 years old. MyAlamedaHealth offers account access to both parents and patients who are 12 to 17 years old, to help these minors begin to take responsibility for their own health.

You may request proxy access to a minor’s MyAlamedaHealth account. Such access will be granted to the parties with parental rights or legal guardianship over the patient and only to the extent that the party requesting can demonstrate the legal right to that patient’s medical information.

If the proxy’s legal relationship with the account holder changes, you are required to notify AHS immediately. AHS reserves the right to revoke proxy access at any time for any reason.

To create a MyAlamedaHealth account, children under the age of 13 must obtain the permission and be under the direct supervision of a parent or guardian and are specifically prohibited from use of the Site otherwise. Any minor using this Site or MyAlamedaHealth must do so under the supervision of a parent or guardian and in compliance with the U.S. Family Educational Rights and Privacy Act ("FERPA") and Children’s Online Privacy Protection Act and its rules (collectively “COPPA”).

At the age of 18, your child can create his/her/their own MyAlamedaHealth account and access their own records.

IX. Security Risks with Web Access

AHS uses industry-standard encryption and information security technologies to protect this Site, including secure messaging function. However, while AHS takes measures to safeguard your security, we cannot guarantee absolute security against inadvertent disclosure or intentional intrusions. There is in unavoidable, inherent risk in using electronic communication systems, even secure messaging, where electronic communications could be copied, circulated, forwarded, or stored in an unauthorized way to both you and AHS, or could be discoverable, used as evidence in court, host systems can be compromised, leading to unauthorized disclosures of personal information, and/or passwords can be stolen or misused. Thus, AHS cannot guarantee the security and confidentiality of information submitted through the web platform. Furthermore, data could be corrupted, transmissions interrupted, or there could be other intentional intrusions or unauthorized disclosures. By using this Site and/or MyAlamedaHealth, you assume these risks.

X. Consent to Receive Text Messages

By activating a MyAlamedaHealth account, an individual authorizes AHS to contact them by SMS text message to serve the individual better. AHS will send text messages through its member outreach program to help you or your loved ones stay healthy, including:

  1. Timely reminders about needed doctor or dental visits,
  2. How to get help to schedule visits and transportation at no cost,
  3. Tips for keeping you and your family safe, or
  4. Information about your health and overall well-being.

By authorizing AHS to send you SMS text messages, you understand and agree that message/data rates may apply to messages sent from AHS to your mobile device. You understand that you are under no obligation to authorize AHS to send text messages. By using the SMS text message services, you further understand and acknowledge that text messages are not a substitute for professional or medical attention.

XI. License and Site Restrictions

AHS grants you a limited, revocable, nontransferable, and nonexclusive license to access and make personal use of the contents on this Site and the materials provided hereon, in addition to the accompanying services. However, you are not permitted to produce or copy proprietary MyAlamedaHealth site contents, in part or in whole. Furthermore, this limited, revocable license does not include the right to: (i) any use of the content of the Site for the benefit of a third party or for personal financial benefit, except as MyAlamedaHealth has contemplated by these Terms and Conditions; (ii) any derivative use of the Site or its contents; (iii) any transmission or provision of any content from the Site or MyAlamedaHealth to a third party, except as specifically provided by these Terms and Conditions; (iv) any incorporation of data or other content from MyAlamedaHealth into a product designed, developed, marketed, sold, or licensed by you or on your behalf; (v) any use of data mining, robots, or similar data gathering and extraction tools; or (vi) any use of MyAlamedaHealth or the Site in a manner contrary to any applicable law.

This Site or any portion thereof and all of its content is the property of AHS, its licensees, or its content providers, protected by United States and international copyright and other laws, and cannot be reproduced, duplicated, copied, published, sold, visited, or otherwise exploited for any commercial purpose without express written consent from AHS. Any unauthorized use automatically terminates the licenses and permission granted above by AHS. AHS reserves the right to block access, refuse services, or remove or edit content in connection with this website.

By signing up for a MyAlamedaHealth account or using this Site, you are acknowledging and agreeing to all of the terms above.

All Rights Reserved.

Last Updated:
16 September 2021

Privacy of Your Health Care Information

For additional information regarding Alameda Health System privacy practices, please reference the below documents: