MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact for technical support?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
How do I request and download medical records that aren’t available in MyChart?
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?
Why does MyChart show I'm overdue for a preventative care visit when I've recently had one?
What is MyChartCentral and Lucy?
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?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
Is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My access code does not work, what should I do?
Is my access code my user ID?
How do I download a portable copy of my health summary?
Does KHN have a mobile app for MyChart?
Email notifications from MyChart
Can I access my medical information in a different application other than MyChart?

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.
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their hospital or clinic visit. This code will enable you to log in and create your own username and password. If you have lost your activation code, or if your activation code has expired, or you were not given one, you may use the "Sign Up” feature on the MyChart home page. Once your demographics are entered if it is matching our system you will be able to create a username and password. If there is any discrepancy you will receive an email within 1-2 business days with further instructions.

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Who do I contact for technical support?

If you need to retrieve your login ID or password, you can use the self-service "Forgot MyChart ID?" and "Forgot Password?" links on the login page. They are located below the fields for MyChart ID and Password on the login page. For other technical questions, you can call our MyChart Patient Support Line at (937) 384-4893 or (513) 867-6493. Please note: all clinical related questions should be directed to your doctor's office.

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When can I see my test results in MyChart?

Outpatient Test Results: Test results are released to MyChart within 1 week after finalized in KHN's electronic medical record system. Please note that you may receive some results in MyChart before your provider has had a chance to review them with you.

Inpatient Test Results: All inpatient test results will be released to your MyChart at the time of discharge. This includes all normal and abnormal labs, radiology or imaging, and pathology reports finalized during your admission. For any test result not finalized by the doctor prior to discharge, it will automatically release to MyChart within a week after finalized in the system.

You should talk with your doctor's office directly if you have questions about any of your test results. Please note, only tests done within a Kettering Health Network doctor's office or facility will be available in your Kettering MyChart. Our Technical Support Team cannot release results to you.

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Why are certain test results not shared electronically via MyChart?

Some test results of a very sensitive nature are not released to MyChart. You should talk with your doctor's office directly if you have questions about any of your test results. Our Technical Support Team cannot release results to you.

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How do I request and download medical records that aren’t available in MyChart?

First, make sure you have waited at least a week if you are waiting on a test result. Our test results are released in intervals and it can take up to a week. If there is further information that you need you will need to be logged in to your own MyChart account. Once logged in go to the Health Section, Request for Health Record and fill out the form. This form will be sent to our Release of Information Department. Once your records are sent to you a notification will be sent to your email. This process can take up to 3 business days.

Once you receive your notification that you have requested records available you can go to the Health Section, Manage My Record, Download My Record. Click on the Requested Records Section. You will see the available records to download. Your records are available to you for one year from the date they were sent.

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

Your MyChart information comes directly from your electronic medical record at your doctor's office or hospital facility in the Kettering Health Network. If you see a doctor within Kettering Health Network, contact your doctor's office to have your information updated at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

If you do not see a doctor within the Kettering Health Network, you may submit an Amendment Request form to request your health information be corrected in your electronic medical record. The Amendment Request form can be found under the Health section, Manage My Record, Request for Amendment to complete the form and submit your request. You must be logged into MyChart to access this form.

Please Note: Updates to your medications or allergies can be requested directly from the Medications and Allergies pages within your MyChart account. Your health information will be available for review during your next visit in the Kettering Health Network. Updates require review by a qualified provider and will not be part of your medical record until the review is completed.

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If I send a message to my doctor or nurse, when can I expect a reply?

Please allow 2 business days for your doctor's office to respond to your messages. Please note that MyChart is not monitored constantly and messages are not answered on weekends and holidays, or outside of each clinic's business hours. MyChart should not be used for urgent situations. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY. This is not a substitute for seeing your health care provider at the office or calling for traditional medical advice, consultation, diagnosis or treatment.

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Why does MyChart show I'm overdue for a preventative care visit when I've recently had one?

If you recently had a preventative care visit and MyChart displays you are "Overdue", it may be that Kettering Health Network has no records of your visit in our electronic medical record. This may occur if you saw a provider outside of the Kettering Health Network for your preventative care visit or procedure. If you see a primary care physician in the Kettering Health Network, they are able to update this information for you. If you have any questions about your preventive care, please contact your primary care physician.

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Can I view a family member's health record in MyChart?

Yes you can. This is called Proxy Access and allows a parent, guardian, caregiver, or spouse to log into their personal MyChart account, and then view information regarding their family member. To receive proxy access to a patient's MyChart, you must complete a Proxy Access Authorization Form at the patient's clinic or registration department at the hospital. For an adult accessing another adult patient's information, the patient must sign the form. If you have power of attorney for the patient, you must present your power of attorney documentation when signing the form. Clinic or hospital staff must approve any proxy access, and proxy access may be revoked at any time for any reason.

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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.

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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. You may request Proxy Access to your spouse's chart, and your spouse must approve that access.

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I forgot my password. What should I do?

The simplest method is to click the "Forgot password" link on the sign-in page to reset your password online. Please note that our password requirements are at least 8 characters, upper and lowercase, letters and numbers mixed and not the same as your username. You will be asked to review your security question and this is not case sensitive. You can also call our MyChart Patient Support Line at (937) 384-4893 or (513) 867-6493

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

If you have lost your activation code, or if your activation code has expired, you may use the "Register without an Activation Code" on the MyChart home page. Once your demographics are entered if it is matching our system you will be able to create a username and password. If there is any discrepancy you will receive an email within 1-2 business days with further instructions.

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

Log into MyChart, under the Health Tab, there is a Demographic option. You may update your address and email. This will automatically update your health record. Your password may be changed under Settings, Change Password.

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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. 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.

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What is your Privacy Policy?

Our privacy practices are available at www.ketteringhealth.org/privacy.cfm

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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. You can also be logged out if you were using multiple tabs in your browser with MyChart open. We recommend staying within the same browser when in MyChart. We also 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).

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

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you have established a MyChart ID and password, you should log in with those credentials. If your access code has expired, you may request a new Access Code from your clinic or use the “Sign Up Now” feature on the MyChart home page.

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Is my access code my user ID?

No, your access code is not your MyChart 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 60 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

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How do I download a copy of my summary of a visit or hospitalization?

You can download a copy of your visit or hospitalization by going to the Visit Section, Appointments and Visits. Select the visit by double clicking on the date preferred. If a Visit Summary is available it will display. If you hover over the border you will see an arrow, click the arrow and then download the copy to your desired area on your device. You may also click the printer to print the document. There is also a Notes section. There may be notes available to you only if your physician has decided to share those.

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Does KHN have a mobile app for MyChart?

Yes! MyChart mobile is available for Kettering Health Network patients. You can download the Kettering Health Network MyChart application from the Android Market or Apple App Store. Search for the Kettering Health Network MyChart logo in the list of available Ohio Healthcare Providers and simply log in with your established account information.

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Email notifications from MyChart

When new information is available in your MyChart account (such as test results or messages), we will send a notification to your internet e-mail address so that you know to log into your MyChart account to view the new information. These e-mail notifications will not contain any personal health information.

You may modify your notification preferences at any time in MyChart. After logging into MyChart go to the Settings menu, click on the pencil icon and update your email address. You can also update your email address in the Health Section, and then Demographics.

Notice: Road Runner e-mail addresses are currently not accepting emails from Kettering Health's MyChart e-mail domain. If you have a Road Runner e-mail account, you will need to unblock the MYCHARTMESSAGE@ketteringhealth.org address from your SPAM filter so that you can receive future e-mail notifications from your Kettering Health MyChart account.

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Can I access my medical information in a different application other than MyChart?

You can now use an application other than MyChart to access your medical information from Kettering Health Network (KHN). Applications such as, MyFHR and 1upHealth can be downloaded onto your phone, tablet, or computer. Once you open the application, the KHN MyChart homepage will appear and you will need to enter your username and password. Then you will have to agree to the terms for your medical information to be shown in the application. Your medical information will be available for up to 60 minutes, unless you close the application sooner. For the most complete KHN data, KHN MyChart is still recommended. If you have any problems, you can contact the Help Desk at 937-384-4893.

Application Examples


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