MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Who can sign up for MyChart?
Can both a teen patient and parent have a MyChart account?
Is there a fee to use MyChart?
How do I sign up?
My activation code does not work, what should I do?
Who do I contact if I have further questions?
Your Medical Record
When do my test results appear in MyChart?
Why can't I see old test results in MyChart?
Why are some of my test results not visible in MyChart?
If some of my health information in MyChart is not correct, what should I do?
When can I expect a reply to a message that I can send?
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?
Where can I update my personal information (e.g., home address, email) or change my password?
Technical Questions
How is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical record. MyChart can be accessed via the internet on a computer or via an app on your smartphone or tablet. With MyChart, you can communicate with your healthcare team and access health information on the go.

  • Send and receive non-urgent messages
  • Send photos and documents to your care team
  • Complete questionnaires
  • View test results
  • View growth charts, immunizations, and medications
  • View letters, discharge summaries and after visit summaries
  • Request medication refills
  • Request appointments and view other appointment information
Return to Top

Who can sign up for MyChart?

Both parents and patients can sign up for MyChart. Parents may have MyChart accounts (proxy accounts) for any child under 18 years of age. Legal guardians may also request proxy accounts. Parents of adult patients may have proxy accounts if the patient is of diminished capacity. We offer Mychart accounts to teens 13 years of age and older and encourage them to participate in their healthcare.

Return to Top

Can both a teen patient and parent have a MyChart account?

Yes. Any patient who is 13 years of age and older may have their own account. Either a teen or a parent (proxy) or both may have accounts. Proxy accounts have different information compared to a teen or adult patient account. When the patient turns 18, the proxy account is automatically deactivated.

Return to Top

Is there a fee to use MyChart?

There is no fee to use MyChart. Download the free app or access MyChart through the internet.

Return to Top

How do I sign up?

There are several ways you can sign up for a MyChart account. You can enroll over the phone when scheduling an appointment or at the check-in desk when you come for your visit. In addition, you can click on Sign up Now on the MyChart home page to request an account.

Return to Top

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

If you were given an activation code, it expires after 30 days. You no longer need this code after you use it the first time. if you experience any problems signing up for a MyChart account, call our Support line at 860-837-6500 or email us at MyChart@connecticutchildrens.org.

Return to Top

Who do I contact if I have further questions?

Please direct any clinical questions to your healthcare team. If you are having technical difficulties with this website, please call our MyChart Support Line at 860-837-6500 or email us at MyChart@connecticutchildrens.org.

Return to Top

When do my test results appear in MyChart?

Most test results are released to MyChart within 1-2 days of your provider receiving the results. It is possible that your provider may not have reviewed the results before they are released into MyChart. Not all test results will return at the same time. Some tests take longer to process and these results will appear in MyChart 1-2 days after they are finalized.

Return to Top

Why can't I see old test results in MyChart?

Results are available from the time you sign up going forward. Your care team can release most old results at your request (see below). You can send them a secure message to request that specific results are made available within MyChart.

Return to Top

Why are some of my test results not visible in MyChart?

Radiology results are currently not available. Sensitive or confidential tests (pregnancy, sexually transmitted illness, drug testing) are not released to MyChart. Many genetic, immunology, and pathology results are not automatically available, but your provider may be able to release these at your request.

The graph below displays what healthcare information is available to MyChart accounts based upon the age of the patient.

Parent Account (child <13) Parent Account (child 13-18) Teen Account (child 13-18) Adult* Account (18+)
Test Results** X X X X
Message healthcare team X X X X
Medication list and refills X X X
View discharge instructions X X X X
View appointments X X X X

*In general, parents no longer can have MyChart accounts for their adult-age children. There is an exception if your child is of diminished capacity (please speak with your care team).

**Release of results is governed by Connecticut state law; some test results will not be available online.

Return to Top

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 Connecticut Children's Medical Center. Ask your care team to correct any inaccurate information at your next clinic visit or by sending a secure MyChart message.

Return to Top

When can I expect a reply to a message that I send?

You should receive a response from the provider's office within 2 business days. Messages are not routinely checked on the weekend. MyChart should never be used for urgent questions. Please call your provider if you need immedate attention or dial 911 if it is an emergency.

Return to Top

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

We allow Proxy access for parents and legal guardians. In general, other relatives and caregivers are not permitted to have MyChart access. If you have a question about whether or not you can have a MyChart account, please email MyChart@connecticutchildrens.org.

Return to Top

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

Please do not send messages about anyone other than the patient listed on the account. We do not want a family member’s health care information to appear in your or your child’s health record. This could potentially jeopardize medical care.

Return to Top

Can my spouse and I share one MyChart account?

No. Each parent must establish their own MyChart proxy account.

Return to Top

I forgot my password. What should I do?

You should click the "Forgot password" link on the MyChart home page to reset your password. Please do this rather than guess as you will be locked out of your account after 3 incorrect login attempts. If you are locked out, please call the MyChart support line at 860-837-6500.

Return to Top

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

Log in to MyChart, select Preferences from the menu and choose the information you would like to update.

Return to Top

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. Please do not share your MyChart password. You will receive emails that prompt you to login to our secure MyChart portal, but these emails never contain any personal or private healthcare information.

Return to Top

What is your Privacy Policy?

Your privacy is important to us. The information you provide on this web site is protected by federal laws. To learn more about how your rights to privacy are being protected, please visit our Privacy Policy Page .

Return to Top

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. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

Return to Top