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MyChart ® Epic Systems Corporation

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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart@TVC?
Is there a fee to use MyChart@TVC?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart@TVC?
Why are certain test results not shared electronically via MyChart@TVC?
If some of my health information on MyChart@TVC is not correct, what should I do?
MyChart@TVC For My Family
Can I view my child's health record in MyChart@TVC?
Can I ask questions regarding a family member from my MyChart@TVC account?
Can my spouse and I share one MyChart@TVC account?
What if I have Power of Attorney on behalf of another individual, can I access their record?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new access code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., e-mail or change my password)?
Technical Questions
Is my medical record secure?
What is The Vancouver Clinic's privacy policy?
I was logged out of MyChart@TVC, what happened?
What do I need to use MyChart@TVC?
My access code does not work, what should I do?
Is my access code my user ID?
MyChart@TVC Mobile Questions
What devices support MyChart Mobile?
What features are available for MyChart Mobile?
Of the available MyChart Mobile features what items are not available?
What features are not available for MyChart Mobile?

What is MyChart@TVC?

Your health is important to you around the clock - not just during office hours. That's why The Vancouver Clinic offers MyChart@TVC. With this internet connection to your medical information you can review test results, medications, immunizations and allergies in your TVC medical record - online, anytime!

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Is there a fee to use MyChart@TVC?

MyChart@TVC is a free service offered to our patients.

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How do I sign up?

During your next clinic visit tell your clinic representative that you wish to sign up for MyChart@TVC. You will then be given a MyChart@TVC activation code. This code will enable you to login from home and create your own user ID and password. You can also call (360) 882-2778 between 7am and 7pm Monday through Friday and 8:30am -12:30pm on Saturday.

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Who do I contact if I have further questions?

Please call (360) 882-2778 if you need any assistance.

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When can I see my test results in MyChart@TVC?

Your test results are released to your MyChart@TVC account after your physician has reviewed them.

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Why are certain test results not shared electronically via MyChart@TVC?

We recognize that some test results are more appropriately delivered in person or by telephone. In these instances the result will not be released online.

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If some of my health information on MyChart@TVC is not correct, what should I do?

This information comes directly from your electronic medical record at The Vancouver Clinic. If something is not correct please bring it to the attention of your provider at your next clinic visit.

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Can I view my child's health record in MyChart@TVC?

Yes, a legal guardian or parent can access portions of their child's medical record via MyChart@TVC as allowed by state and federal law up to the age of 12. Once the child reaches age 13, access to the child's medical record is revoked. At age 13 your child is eligible to create their own MyChart@TVC account. Access to a child's medical record is called Proxy Access and allows a parent (or legal guardian) to log into their personal medical record account and connect to information regarding their child. When signing up for MyChart@TVC please tell your clinic representative if you need this type of access. Parents (or legal guardians) who wish to participate will be issued the proxy account during their clinic visit or their child's clinic visit.

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

MyChart@TVC 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.

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Can my spouse and I share one MyChart@TVC account?

No, due to the sensitive nature of medical information, each adult must establish their own MyChart@TVC account.

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What if I have Power of Attorney on behalf of another individual, can I access their record?

Yes, if you have the appropriate legal documentation you may contact our Release of Information department at (360) 397-3611 to access portions of another person's medical record via MyChart@TVC. Access to an individual’s medical record is called Proxy Access and allows an individual to log into their personal medical record account and connect to information regarding another person.

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I forgot my password. What should I do?

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

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

Call (360) 882-2778 if you need another access code.

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

Log into MyChart@TVC and from the left menu, go to the My Account section and select the appropriate option.

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Is my medical record secure?

Yes. We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal login indentification, and passwords. Furthermore, our system uses the latest industry standard 128-bit SSL encryption technology with no caching to automatically encrypt your session.

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What is The Vancouver Clinic's Privacy Policy?

Our medical record system is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given to your health records. Please review TVC’s Notice of Privacy Practices (http://www.tvc.org/patientservices/PrivacyPractices.ashx?p=1095) for a thorough description of how we gather, use and protect your confidential medical information.

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I was logged out of MyChart@TVC, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart@TVC, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart@TVC. We recommend that you log out of your MyChart@TVC session if you need to leave your computer for even a short period of time.

What do I need to use MyChart@TVC?

To use MyChart@TVC you will need to use a later version of Microsoft Internet Explorer (version 8 or later), Netscape Navigator, Safari, Firefox, or Google Chrome. Using any other browser could result in unpredictable behavior or may not work at all. For the best viewing experience we recommend setting your display color depth to True Color 24-bit (millions of colors) or higher, and setting your screen resolution to 800 x 600 pixels or larger.

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

For your security, your access code expires after 45 days and is no longer valid after the first time you use it. Call (360)882-2778 if your code has expired and you need it reactivated.

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Is my access code my user ID?

No, your access code is not your MyChart@TVC ID or password. You will use this code only once to log into MyChart@TVC for the first time. (The code will expire after you have used it or after 45 days). When you log into MyChart@TVC the first time, you will then be asked to create your own unique MyChart@TVC ID and password.

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What devices support MyChart Mobile?

Patients can download the MyChart for the iPhone application for free from the Apple App Store and use it on their Apple iPhone®, iPod touch®, or iPad®. Alternatively, they can download MyChart for Android from the Android Market and use it on an Android® device.

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What features are available for MyChart Mobile?

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

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Of the available MyChart Mobile features what items are not available?

Test Results: The compare and table features are not available. Messaging: The send customer service message or viewing sent messages are not available. Appointments: Questionnaires and portions of the After Visit Summary may not appear.

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What features are not available for MyChart Mobile?

The following features are not available through the mobile application: Billing, My Account and Medical History.

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