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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 web site (“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. Please read the following information carefully. Your continued use of this Site 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.

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.

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.

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.

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.

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. Minor Eligibility

An individual must be age 18 or older to request a personal account. Parents or guardians of minor children may request access to the minor child's account by following the terms outlined in the "Proxy Access" section of this Terms and Conditions statement. Minor children between the ages of 12 and 17 (inclusive) will not be eligible to participate in MyAlamedaHealth services. Under State and Federal law, there are certain types of medical information that the parent or guardian of a minor patient age 12 or older may not view without consent of the minor patient. Because of these requirements, we cannot offer service to parents of minor patients in this age category. Thus, when a minor patient reaches age 12, proxy access is revoked.

IX. Proxy Access

Individuals may request proxy access to a minor’s (under the age of 12) MyAlamedaHealth account by completing the Proxy Access portion of the MyAlamedaHealth Consent Form and submitting it to AHS. Such access will only be granted to parties with parental rights or legal guardianship over the MyAlamedaHealth account holder and only to the extent that the party requesting proxy access can demonstrate the legal right to account holder's medical information. A MyAlamedaHealth account will be activated for both the proxy and the account holder. If the proxy’s legal relationship with the account holder changes, the proxy must inform the clinic immediately by calling AHS at (510) 437-4108, or sending written notice to Alameda Health System, Attention: MyAlamedaHealth reserves the right to revoke proxy access at any time for any reason.

X. Consent to Receive Text Messages

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

timely reminders about needed doctor or dental visits how to get help to schedule visits and transportation at no cost tips for keeping me and my family safe information about your health and overall well-being I understand that message/data rates may apply to messages sent from AHS to my cell phone. I know that I am under no obligation to authorize AHS to send me text messages. I understand that text messages are not a substitute for professional or medical attention.

XI. Test Results

By agreeing to these Terms and Conditions you request Alameda Health System to post all test results to MyAlamedaHealth that are not expressly forbidden by law. Should you decide you no longer would like electronic transmission of your test results, you can choose to deactivate your account. Not all test results and other such information are posted to the MyAlamedaHealth site. Therefore, it is your sole responsibility to ensure that you request and verify results for all tests you have taken by contacting AHS directly.

Privacy of Your Health Care Information

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