MyChart Technical Support: 1-844-265-9857

MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
How do I know if my physician is part of Southcoast Physicians Group?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via 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?
Can I document an immunization in MyChart?
Where did the Advance Directive Information go?
Billing
Can I pay my hospital bill online?
Can I pay for my office visit online?
Can I update my insurance information or add an additional insurance?
Is there a way for me to confirm what my health plan covers?
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?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?
Why can’t I see my 12-17 year old’s full online medical record?

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.

Only patients of Southcoast Physicians Group will be able to use MyChart to:

  • View and download the Visit Summary for your recent Emergency Department visit.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Request appointments.
  • Pay bills online.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
  • Access MyChart using your mobile device.

To confirm if your physician is part of Southcoast Physicians Group, use the "Find a Doc" search tool to search all Southcoast Physicians Group providers: http://www.mysouthcoasthealth.org. If your physician is not part of Southcoast Physicians Group and you would like to switch providers, you can use the Find a Doc tool or call 800-497-1727.

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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?

There are several ways to sign up for MyChart:

  • During your visit with your Southcoast Physicians Group provider
  • During your visit to one of Southcoast Health’s Emergency Departments:
    • Charlton Memorial Hospital, Fall River, MA
    • St. Luke’s Hospital, New Bedford, MA
    • Tobey Hospital, Wareham, MA
  • Self signup – Go to https://mychart.southcoast.org/mychart/signup and complete the form. This process is not instantaneous and may take up to 5-7 days.
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How do I know if my physician is part of Southcoast Physicians Group?

Use the "Find a Doc" search tool to search all Southcoast Physicians Group providers: http://www.mysouthcoasthealth.org. If your physician is not part of Southcoast Physicians Group and you would like to switch providers, you can use the "Find a Doc" tool or call 800-497-1727.

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Who do I contact if I have further MyChart access questions or technical assistance?

You can call our MyChart Patient Support Line at 1-844-265-9857.

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When can I see my test results in MyChart?

Your test results are released to your MyChart account within 24 hours with the exception of sensitive results and results which require further interpretation, such as imaging procedures. These results, due to their nature, will be released in 7 days.

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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. Contact your provider if you do not see the results you are looking for.

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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. Contact your doctor's office to correct any inaccurate information or wait until your next clinic visit. Your health information is reviewed and updated in your electronic medical record at each visit. Or contact the Health Information Management Deparment at 508-973-3784

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If I send a message to my doctor, 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.

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Can I document an immunization in MyChart?

Yes. You can do so by clicking on the due/overdue reminder, then select MARK AS COMPLETE. Add the date you received the vaccine, and ACCEPT. Your medical record will be automatically updated with the completed vaccine. This option is only available for the Season Influenza vaccine at this time.

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Where did the Advance Directive Information go?

Starting 10/30/2018, Advanced Directive has been temporarily removed as several reports of issue opening .tif files using Google Chrome and Android OS devices. There are also additional maintenance to display only advance directives related documents.

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Can I pay my hospital bill online?

Yes. You can do so by selecting Billing Account Summary on the Billing tab. This will take you to the Online Bill Pay option which will ask you to enter your account number on your statement.

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Can I pay for my office visit online?

Yes. You can do so by selecting Billing Account Summary on the Billing tab. This will take you to the Online Bill Pay option which will ask you to enter your account number on your statement.

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Can I update my insurance information or add an additional insurance?

Yes. Select the Insurance Summary tab and update your insurance coverage information. Your changes will be submitted to our Billing Department who will update your information in our system.

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Is there a way for me to confirm what my health plan covers?

Yes. If we have your insurance information on file and you select Coverage Details on the Billing, this page gives patients access to information about your coverages, such as:

  • Claims
  • Referrals
  • Eligibility
  • Coverage information for other members in their coverages
  • Customer Service Request messages
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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 (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to the address listed on the form to request access to this convenient service. These forms can be found under the MyChart login page – Access Authorization Forms.

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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. You should obtain Proxy access which allows parents or caregivers access to your family member’s chart. Complete a Proxy Consent Form and return it to the address listed on the form to request access to this convenient service. These forms can be found under the MyChart login page – Access Authorization Forms.

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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 request and establish their own MyChart account.

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I forgot my password. What should I do?

Click on the “Forgot password” link on the sign-in page to reset your password online. If you have difficulty, you may contact our MyChart Patient Support Line at 1-844-265-9857 to request a new, secure password.

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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?

You may contact our MyChart Patient Support Line at 1-844-265-9857 to request a new activation code.

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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?

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.

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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. 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).

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

For your security, your activation code expires after 30 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 1-844-265-9857.

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Why can’t I see my 12-17 year old’s full online medical record?

Massachusetts and Rhode Island State laws and regulations allow a minor to consent to certain types of medical care that also require protection of privacy. Therefore, Pediatric Proxy access automatically changes the night before a child’s 12th birthday to Limited Teen Proxy Access to meet these laws and regulations.

Your 12-17 year old can grant you limited proxy access to their online medical record by completing the 12-17 Year Old Proxy Access Authorization Form and submitting it to the address listed in the form. These forms can be found under the MyChart login page – Access Authorization Forms.

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