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MyChart ® Epic Systems Corporation

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eCLINICIAN MyChart Frequently Asked Questions

Enrollment Questions

Your Medical Record

Send and Receive Messages

MyChart for My Family

After I have Enrolled

Technical Questions

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Q: What is eCLINICIAN MyChart?

A: eCLINICIAN MyChart offers patients personalized and secure on-line access to portions of their health information. Patients can use eCLINICIAN MyChart to:

  • View personal health information including, your test results, medications and past and future appointments.
  • Test Results you see in eCLINICIAN MyChart are also seen and monitored by your doctor. You may see an abnormal result; however, depending on your medical conditions and the medications you might be taking, this result could be considered normal by your physician. If you have questions about your results, call your physician.
  • Send non-urgent messages to your healthcare team who will respond within 5 business days (Monday through Friday 8am-4pm, excluding statutory holidays).
  • Request appointment dates and times that work best for you (clinic staff will contact you when they have booked your appointment).
  • Some specific clinics will allow you to schedule an appointment directly in MyChart.

Please do not use eCLINICIAN MyChart to contact your health care team for urgent medical problems or emergencies. Contact your family doctor by phone with urgent medical questions, concerns or for health advice and information.You can also call Health Link at 811, 24 hours a day, 7 days a week for health advice and information.

If you have an emergency, please call 911.

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Q: Is there a fee to use eCLINICIAN MyChart?

A: eCLINICIAN MyChart is a free service offered to patients of participating Edmonton Zone clinics.

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Q: How do I sign up?

A: Patients who want to participate will be given an eCLINICIAN MyChart activation code printed on a letter during your clinic visit, or sent to your email. This code will let you to log in and create your own username and password. If you are not given an activation code, you can call your clinic to get one, or ask about signing up during your next office visit.

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Q: Who do I contact if I have questions?

A: If you have questions, you may send non-urgent messages in eCLINICIAN MyChart using the Ask Your Healthcare Team function. Your messages will be sent to a group of clinic staff who will review your request. They may forward your request to your doctor or other members of your health care team. For technical questions, you may use the Customer Service Request function. Your messages will be sent to the eCLINICIAN MyChart Technical support team. You may also email the technical support team directly at MyChart.TechSupport@albertahealthservices.ca.

Please do not use eCLINICIAN MyChart to contact your health care team for urgent medical problems or emergencies. Contact your family doctor by phone with urgent medical questions, concerns or for health advice and information. You can also call Health Link at 811, 24 hours a day, 7 days a week for health advice and information.

If you have an emergency, please call 911.

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Q: Where does the information in eCLINICIAN MyChart come from?

A: If lab tests or diagnostic imaging exams have been ordered for you in the Edmonton zone, you should be able to see the results in eCLINICIAN MyChart. Radiology images are not sent to eCLINICIAN MyChart at this time. The text portion of your radiology reports can be viewed in the Test Results section of eCLINICIAN MyChart. The information displayed in eCLINICIAN MyChart comes from Edmonton zone Laboratory and Diagnostic Imaging systems. You will also see health summary information, health history, medications that have been ordered for you immunizations that have been administered to you and letters that have been sent to you by clinicians who are using the eCLINICIAN Electronic Medical Record (EMR). Because not all Edmonton zone clinicians, laboratories or diagnostic imaging providers are using this system, some information may not yet be available. We expect to have more information available over the next 1-2 years.

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Q: Can I see a list of my current medications in MyChart?

A: Yes, they are available by clicking the "My Medical Record" tab, and then clicking Medications.

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Q: I see that a medication was prescribed by "Historical Provider," who is that?

A: You will see "Historical Provider" for any patient reported medications that do not have a prescribing physician recorded in your electronic health record. In addition, all over the counter medications such as Tylenol, Vitamin C and Calcium will also list the prescribing physician as "Historical Provider."

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Q: What does the "Refills Prescribed" number mean?

A: This is the total number of refills the physician ordered on the original prescription. This number will not change as you have your prescription refilled. You can ask your Pharmacist if you want to know how many refills you have left on a prescription.

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Q: How do I see my test results?

A: From the home page click on the "View your test results" box, or from the My Medical Record menu, select the "Test Results" option. Click on the test result you wish to see. The Test Details page will open. Any comments or additional notes the provider may have added to a result will be seen at the top of the Test details page.

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Q: When can I see my test results in eCLINICIAN MyChart?

A: Most test results are released into eCLINICIAN MyChart as soon as they are available (with the exception of certain tests). Test results that your doctor feels need a face-to-face explanation may be delayed by up to 10 days. Some test results may not be released to eCLINICIAN MyChart. It may take several days or even weeks for certain tests to be released into eCLINICIAN MyChart. If you are expecting a certain test result and do not see it in eCLINICIAN MyChart, please contact your clinic.

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Q: I have a test result which is higher or lower than the normal, why is that?

A: You may see a result which is higher or lower than the normal reference ranges for that test; however, depending on your medical conditions and the medications you might be taking, this result could be considered acceptable by your doctor. Your doctor will evaluate your test results in the context of your medical history, physical examination, and other relevant factors to determine whether a result that falls outside of the reference range means something significant for you. If you have any questions about your test results, please contact your doctor or clinic staff.

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Q: Can I see test results from the past?

A: Yes, you should be able to see a history of your test results reported by the Edmonton zone Laboratory and Diagnostic Imaging systems. You also have the option to view your lab results in tables or graphs. Radiology images are not sent to eCLINICIAN MyChart at this time.

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Q: Can I see radiology reports through eCLINICIAN MyChart?

A: The text portion of your radiology imaging reports can be viewed in the Test Results section of MyChart, with the exception of reports from MIC (Medical Imaging Consultants). MIC reports are in a PDF format and are not be viewable in eCLINICIAN MyChart at this time. It is anticipated that viewing of these reports will be available in the near future.

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Q: Can I see radiology images through eCLINICIAN MyChart?

A: Radiology images are not sent to eCLINICIAN MyChart at this time. The text portion of your radiology imaging reports can be viewed in the Test Results section of eCLINICIAN MyChart.

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Q: If some of my eCLINICIAN MyChart health information is not correct, what should I do?

A: Your eCLINICIAN MyChart information comes directly from your electronic medical record at your doctor's office. Ask clinic staff to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record during each visit.

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Q: Can I use MyChart to send my health care team a message?

A: Yes, You may send non-urgent messages in eCLINICIAN MyChart using the Ask Your Healthcare Team function. Your messages will be sent to a group of clinic staff who will review your request. They may forward your request to your doctor or other members of your health care team. Please discuss with your doctor or clinic staff what the expected response should be. If you don't receive a response within this time, please call the clinic or book an appointment.

Please be aware that any information you send to your health care team WILL become part of your permanent medical record.

Please do not use eCLINICIAN MyChart to contact your health care team for urgent medical problems or emergencies. Contact your family doctor by phone with urgent medical questions, concerns or for health advice and information. You can also call Health Link at 811, 24 hours a day, 7 days a week for health advice and information.

If you have an emergency, please call 911.

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Q: If I send a message to my health care team, when can I expect a reply?

A: You will receive a reply within 5 business days (Monday through Friday, 8am to 4pm (excluding statutory holidays).

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Q: Will I receive messages from my health care team in eCLINICIAN MyChart?

A: Yes, you may receive messages from your health care team in eCLINICIAN MyChart. These messages may include general questions, information about upcoming appointments, requests to complete a questionnaire or a flowsheet. If you receive a questionnaire or flowsheet, try to fill them out as soon as you can and to the best of your ability. Please be aware that any messages you send, including information entered in a flowsheet or questionnaire, WILL become part of your permanent medical record.

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Q: Will I receive email messages from eCLINICIAN MyChart?

A: You may receive email notification messages which are generated by eCLINICIAN MyChart to remind you of new content in eCLINICIAN MyChart for your review. These messages may be about upcoming appointments, new test results or new messages from your health care team.

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Q: Can I turn off notifications sent to my e-mail address from eCLINICIAN MyChart?

A: eCLINICIAN MyChart notifications for new messages, new test results, new letters and new questionnaires can be turned off from the Preference Tab, notification settings. This does not stop messages from going to your eCLINICIAN MyChart In Box, it only turns off the e-mail notification you receive to check eCLINICIAN MyChart for new content. Each alert can be turned off by unchecking the box beside the corresponding alert type. To turn the notification back on simply recheck the box.

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Q: Can I request, schedule, cancel or confirm an appointment using eCLINICIAN MyChart?

A: Regardless of how your clinic appointment was scheduled, you will now receive a reminder of your appointment in your eCLINICIAN MyChart In Basket and in your email 5 days prior to your appointment. You will have the option to confirm your appointment in eCLINICIAN MyChart. If you confirm your appointment in eCLINICIAN MyChart, you do not need to call the clinic to confirm.

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Q: Who sees my request for an appointment or an appointment cancellation?

A: These requests are sent to appointment schedulers. Your doctor may not see this information until the day of your appointment.  If you see that you are overdue for a regularly scheduled appointment, please request an appointment through the Schedule My Appointment or Request an Appointment feature.

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Q: What is the difference between Schedule My Appointment and Request an Appointment?

A: Schedule My Appointment lets you view your established primary care provider's open schedule and book an appointment online in real-time. This feature is available at the Lynnwood Family Physicians Clinic.

Request an Appointment is available for all departments with your established providers, and lets you to select your preferred dates and times. An appointment scheduler will book the appointment for you and send a secure eCLINICIAN MyChart message with your appointment details. Please note, using this option generates a request to the clinic and does not guarantee that your care provider will be available on the day and time that you have requested.

An established provider is a provider you have seen in the last year, or have a future appointment with in the next 180 days, and is participating with eCLINICIAN MyChart.

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Q: Why are only a limited number of providers available when I use the Schedule My Appointment or Request an Appointment features?

A: The Schedule My Appointment feature is available for your established providers at the Lynnwood Family Physicians Clinic. The Request an Appointment feature is available for all of your established providers. An established provider is a provider you have seen in the last year or have a future appointment with in the next 180 days, and is participating in the eCLINICIAN MyChart Proof of Concept.

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Q: Can I use the same email address as a family member for eCLINICIAN MyChart?

A: Yes, you can; however if you do, you may receive email notification messages which are generated by eCLINICIAN MyChart for the individual with whom you share an email address. These email notification messages may include reminders about upcoming appointments, new test results and new messages from the health care team.

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Q: Can I view a family member's health record in eCLINICIAN MyChart or allow a family member to view mine?

A: If you wish, you can give other individuals, called "proxies," permission to access to your complete eCLINICIAN MyChart record. Examples include adult patients who want adult children to help manage their care or parents wanting to access their children's eCLINICIAN MyChart record.

It is important to note that a proxy user can see a patient's entire eCLINICIAN MyChart record, including all health information and all appointments, including those booked at confidential clinics that deal with birth control or sexual health.

In general three types of access are allowed:

  1. Access to another adult's chart. Competent adults over the age of 18 can be granted MyChart access, and can request that proxy access to their entire MyChart record be granted to another competent individual. Currently, this does not extend to adults whose decision-making rights are exercised by others; for example, as a parent you have the right to make medical decisions for your children by power of attorney.
  2. Patient and guardian access to their children's record. Children less than 18 are not allowed their own MyChart access unless they are considered a "mature minor" (see below for more explanation), but as a parent or legal guardian you can be granted access to your child's chart. Because your doctor and other care providers are instructed to be sure of the child’s custody situation, you may get some questions about this as they take reasonable steps to ensure they are giving MyChart access to the appropriate parent or guardian. If the patient's custody arrangements are in dispute, proxy access may not be granted, at the discretion of the care provider. When a child turns 18, any parent/child proxy relationships are automatically severed, since the patient is now a competent adult, and will need to apply for MyChart access in their own right.
  3. Mature Minor Access. In some situations, a child under the age of 18 may be granted access to MyChart as if they were an adult. These "mature minors"are generally youths between the ages of 14-18, who are determined to fully appreciate the nature, risks and consequences of medical care and treatment including its ethical, emotional and physical aspects. A mature minor can request and be granted access to MyChart. The child's doctor will designate and document that a child is a mature minor. Once this happens, the mature minor's parents or guardians cannot veto the mature minor's decision; the mature minor's decision can only be overruled by a court.

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Q: Can I remove Proxy Access for someone with whom I no longer wish to share my chart?

A: Yes, when proxy access is in place and has been assigned, a patient may login and remove the proxy access at any time.

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Q: Can my spouse and I share one eCLINICIAN MyChart account?

A: No, because of the sensitive nature of medical information, each user must sign up individually and create their eCLINICIAN MyChart account. If you wish, you may give your spouse permission to have proxy access to your complete eCLINICIAN MyChart record.

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Q: I forgot my password. What should I do?

A: To reset your password online, click the "forgot password" link on the sign-in page or email the eCLINICIAN MyChart support team at MyChart.TechSupport@albertahealthservices.ca.

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

A: Yes, contact your clinic and they will create a new activation code and email it to you.

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Q: Where can I update my personal information (i.e. change my e-mail address or change my password)?

A: Log into eCLINICIAN MyChart, from the menu on the left-hand side, select Preferences, then select the appropriate option. You will be able to update your email and password. Note that you will need to contact your clinic if you wish to update any other information such as your address or phone number.

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Q: Why am I seeing a screen that is asking for additional security verification when I log in?

A: Every 90 days, or anytime you use another computer or browser; you will see a screen that asks you to verify your identity after you enter your login ID and password. This authentication is used to ensure that you are really the person who is logging in, so we can keep your health information secure. After you verify your identity, you will be asked to answer a security question that was set during the activation of your account.

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Q: How is the information in eCLINICIAN MyChart kept secure?

A: Privacy and security of health information is essential and we take it very seriously. Access to information is controlled through secure activation codes, personal login ID's and passwords. Each person controls their password and the account cannot be accessed without that password. As well, eCLINICIAN MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with eCLINICIAN MyChart. Unlike conventional e-mail, all eCLINICIAN MyChart messaging is done while you are securely logged on to our website. To ensure your eCLINICIAN MyChart account is secure, change your password on a regular basis, keep your login ID and password confidential and don't save your password in the browser or anywhere on the computer or device.

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Q: How can I be sure my health information is secure?

A: Your login ID and password should be kept confidential and you should change your password on a regular basis. When you are finished using eCLINICIAN MyChart, rather than just closing your browser, always log out. If you do not log out, and someone else uses that computer or device and re-opens your browser, the application may still be displaying your health information.

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Q: I was logged out of eCLINICIAN MyChart, what happened?

A: Protecting your privacy and the security of your health information is very important to us. If your keyboard remains idle for 20 minutes or more, you will be automatically logged out of eCLINICIAN MyChart. We recommend that you log out of your eCLINICIAN MyChart session if you need to leave your computer for even a short period of time.

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Q: What do I need to use eCLINICIAN MyChart?

A: The minimum requirements to access eCLINICIAN MyChart are:

  • Operating system equivalent to Windows XP or higher
  • Internet connection
  • Internet service provider (ISP)
  • Personal email address

These browsers are tested and used for development with eCLINICIAN MyChart:

  • Internet Explorer 9.0 and above
  • Mozilla Firefox 13.x and above
  • Safari 5.x on Mac/Windows
  • Google Chrome on a PC

These operating systems are tested and used for development with eCLINICIAN MyChart:

  • Windows 7 
  • Windows 10
  • Windows XP

Other browsers can be used to view eCLINICIAN MyChart, but they have not been tested so eCLINICIAN MyChart may not display properly.

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

A: For your security, your activation code is no longer valid after the first time you use it>  If you do not use your activation code, it expires after 60 days. If you have issues with your activation code, contact your clinic and they will create a new activation code that will be emailed to you.

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Q: What devices support MyChart Mobile?

A: You can download the MyChart for the iPhone application for free from the Apple App Store and use it on your Apple iPhone®, iPod Touch®, or iPad®. Alternatively, you can download MyChart for Android from the Android Market and use it on an Android® device. For Android or Apple devices, you will need to update your mobile apps to version 3.2.1 or higher. For Apple devices you will need to update your iOS to 6.1 or higher.  When you open the MyChart Mobile for the first time, you will need to select the country (Canada) and the provider (AHS).

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Q: What features are available for MyChart Mobile?

A:

  • Test Results: View test result values and standard ranges for each result.
  • Messaging: View and reply to messages in the In Basket, and create new medical advice request messages.
  • Appointments: Schedule, request, view, or cancel an upcoming appointment. View some After Visit Summary information for past appointments.
  • Medications: View current medications
  • Health Summary: View allergies, immunizations, and current health issues.
  • Proxy Access: View all features listed above for family members.

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Q: What features are not available for MyChart Mobile?

A:

  • Administrative information, preferences and medical history.
  • The ability to complete questionnaires and flowsheets (track my health) is not available.
  • Messaging: sending customer service message or viewing sent messages are not available.
  • Appointments: portions of the After Visit Summary may not appear.
  • You must activate your MyChart account on a computer, after this you may use MyChart Mobile.  You may not activate MyChart using MyChart Mobile.

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