MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Who can have a MyChart account?
Can my child have a MyChart account?
Can I use MyChart for an urgent medical question?
Do all Allegheny Health Network providers and facilities use MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my family member and I share one MyChart account?
Can I access my child’s health information on MyChart?
Can I view a family member's health record in MyChart?
My Health Record
What parts of my health record can I see in MyChart?
When will my test results be available in MyChart?
Why aren't some test results available in MyChart?
Some of my health information on MyChart isn’t correct. What should I do?
How will I know when there is new information in MyChart?
Why can’t I see my health information in MyChart from doctors who aren’t affiliated with Allegheny Health Network?
Other than my doctors, who can access my health record?
Managing My Record
Where can I update my personal information (e.g., home address, e-mail or change my password)?
My Messages
When I send a message to my doctor, when can I expect a reply?
My Appointments
How do I make appointments using MyChart?
Can I cancel or change an appointment on MyChart?
Why don’t I see my doctor listed when I try to schedule an appointment?
Will MyChart send me appointment reminders?
My Bills
How do I pay my bill on MyChart?
After I pay my bill, how quickly will Allegheny Health Network update my account?
Family Access
What is Family/Proxy Access?
Do I need an Allegheny Health Network health record to be someone else’s Proxy?
How long will my Proxy/family have access to my record?
I don't want/need a Proxy to access my health information through MyChart anymore. Can I discontinue their access??
Can I designate more than one person as my proxy?
Can I be a proxy to more than one person?
Can a non-family member be my Proxy and access my health information through MyChart?
Can I access my child’s health information on MyChart?
Virtual Care
What is an eVisit?
What is a Video Visit?
How much does Virtual Care cost?
When is Virtual Care available?
What kind of symptoms can be treated during a Video Visit or an eVisit?
Can I request Virtual Care for an issue that is not on the list of symptoms?
What if my symptoms cannot be fully addressed during a Virtual Care session?
Can I request Virtual Care for an emergency issue?
Who will be providing my care during a Video Visit or eVisit?
Can I have Virtual Care using the MyChart app on my smartphone?
Where is the best place to conduct Virtual Care?
Can I cancel a Virtual Care request after I’ve submitted it?
Can I be out of the state of Pennsylvania to receive Virtual Care?
Who can request Virtual Care?
Can I request Virtual Care for my child?
How do I begin my Video Visit?
Is Virtual Care available in any other languages?
Technical Questions
How secure is MyChart?
Is my account protected by Allegheny Health Network's privacy policy?
How quickly does MyChart update after I have a visit with my doctor?
Can I use MyChart on my smartphone or tablet?
Can I print my health record from MyChart?
Who can I contact with questions about MyChart?

What is MyChart?

MyChart is a patient portal that will let you directly access your health information online, whenever you need to. On MyChart you can:

  • Send messages to your doctor
  • Request appointments
  • View your test results
  • Request prescription renewals
  • Pay all of your medical bills,
  • Track your immunizations, and more!

You can do all of this with the click of a mouse from your home computer, tablet, or smartphone. Take charge of your own health history and access the information you need most, when you need it, wherever you need it, and always secure.

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Who can have a MyChart account?

Patients who are age 13 and older can receive an activation code and sign up for MyChart.

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Can my child have a MyChart account?

MyChart is available to children age 13 and older. If you have a child under 13 years old, a parent or legal guardian may access their health information in MyChart by becoming their proxy.

To request family/proxy access to your child's health information, you must complete a family access form. Complete this form if your child is under 13 years old. Complete this form if your child is 13-17 years old and this one if they are age 18 or older. If your child is age 13 or older, you and your child need to sign the MyChart Family Access form.

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Can I use MyChart for an urgent medical question?

MyChart should not be used for urgent situations.

IF THERE IS AN EMERGENCY, PLEASE CALL 9-1-1.

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Do all Allegheny Health Network providers and facilities use MyChart?

MyChart is available at most Allegheny Health Network physician offices. Please check with your doctor's office to learn more. You only need one MyChart account to see information from any Allegheny Health Network visit.

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

No, you shouldn’t ask about another family member through your MyChart account. Doing so could cause confusion about who the health information belongs to, and potentially jeopardize your or your family’s medical care.

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Can my family member and I share one MyChart account?

No, due to the sensitive nature of medical information, each patient must sign up for their own MyChart account. You may request access to a family member's account by completing a Family Access form. Read more in the Family Access section of these FAQs.

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Can I access my child’s health information on MyChart?

To request family/proxy access to your child's health information, you must complete a family access form. Complete this form if your child is under 13 years old. Complete this form if your child is 13-17 years old and this one if they are age 18 or older. If your child is age 13 or older, you and your child need to sign the MyChart Family Access form.

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

Yes. With Family Access, you can view a family member’s health information through MyChart or designate someone to view your information through their MyChart account. This individual, called your Proxy, may be a family member, loved one, or someone involved in your healthcare. To read more, go to the Family Access section of these FAQs.

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What parts of my health record can I see in MyChart?

In MyChart, you can see your health information that is vital to your care. For example, you can see:

  • Test Results
  • Medications
  • Your Medical History
  • Current Health Issues
  • Allergies
  • Immunizations, and more!
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When will my test results be available in MyChart?

Your test results are released to your MyChart account after they have been sent to your doctor for review. They may be available immediately, or within approximately 7 days. If you don’t see your results after this time, please contact your doctor's office.

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Why aren't some test results available in MyChart?

Not all test results will be available online as they may be confusing or cause concern. If you have questions or concerns about your test results, you can send a message to the doctor who ordered the test.

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Some of my health information on MyChart isn’t correct. What should I do?

Your MyChart information comes directly from your AHN electronic health record (EHR). Your health information is reviewed and updated in your EHR during each visit, but you can also request to change or update your medications, allergies, and current health issues in the corresponding pages on MyChart.

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How will I know when there is new information in MyChart?

You will receive email notifications when there is something that needs your attention in MyChart. Your default notification settings will send you alerts when you schedule a new appointment, or have a new message, test result or bill. You can change which alerts you receive by going to the “My Settings” menu tab, and clicking “My Preferences”.

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Why can’t I see my health information in MyChart from doctors who aren’t affiliated with Allegheny Health Network?

MyChart pulls your health information from your Allegheny Health Network electronic health record, but not from your records with doctors who are not affiliated with Allegheny Health Network.

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Other than my doctors, who can access my health record?

Only you and your doctors can access your health record. You may also give another person access to your health information using MyChart by completing a MyChart Family Access form. Read more in the Family Access section of the FAQs.

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

Find the “Manage My Record” tab in the navigation menu and click “My Patient Information” to review and submit edits to your personal information. You can also reach these pages by finding the “My Settings” tab, and then clicking “My Demographics” or “My Preferences”.

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When I send a message to my doctor, when can I expect a reply?

You will generally receive an answer within 2 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 call 9-1-1 if it is an emergency.

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How do I make appointments using MyChart?

You can request or schedule an appointment on MyChart with an Allegheny Health Network doctor that you’ve recently seen.

There are two different ways to make an appointment in MyChart:

To make an appointment with your primary care doctor:

You can directly schedule an appointment with your primary care doctor. Find the “My Appointments” tab, and click “Schedule a Primary Care Appointment”. Choose your doctor to see the times that they are available, and instantly add yourself to their calendar.

To make an appointment with any doctor:

You can request an appointment with any doctor you've seen in the last year by going to the “My Appointments” tab, and clicking “Request an Appointment”. On this page, choose the dates and times that will work best for you. You will receive a response within 1-3 business days with your appointment information.

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Can I cancel or change an appointment on MyChart?

To change an existing appointment, please call 412-DOCTORS with your appointment details. However, you can cancel an appointment through MyChart at any time.

If you need to cancel an appointment through MyChart, we request that you give us at least 24 hours’ notice, in order to provide the best care for all of our patients.

If you need to cancel within 24 hours of your appointment, or need to change your appointment, we request that you call 412-DOCTORS directly.

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Why don’t I see my doctor listed when I try to schedule an appointment?

If you don’t see the doctor you want listed, you might need to look at a different list:

“Schedule an Appointment” will allow you to directly schedule an appointment with a primary care doctor that you have seen within the last year.

Click on “Request an Appointment”, you will be able to request an appointment with any doctor that you have seen within the last year.

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Will MyChart send me appointment reminders?

Yes, MyChart will send you email alerts when you have an upcoming appointment, or when the details of a future appointment have been changed.

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How do I pay my bill on MyChart?

You can pay your out-of-pocket costs by finding the “My Bills” tab and then click “Pay My Bill.” You can use a credit or debit card to pay via MyChart. We accept Visa, MasterCard, American Express, and Discover cards.

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After I pay my bill, how quickly will Allegheny Health Network update my account?

Once you pay your bill on MyChart, the payment will post automatically and you should see that reflected in your MyChart account.

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What is Family/Proxy Access?

With Family Access, you can view a family member’s health record using your MyChart, or designate someone to have access to yours. This individual, called your Proxy, may be a family member, loved one, or someone involved in your healthcare.

To be a Proxy to someone age 12 and under:
Minors age 12 and under cannot have their own MyChart accounts, but you may request to have proxy access to their health information in your MyChart account if you are their parent or legal guardian. Please complete the MyChart Family Access Form: For Patient Under 13 Years Old.

To be a Proxy to someone 13 -17 years old:
To request proxy access to the health information of a minor who is 13 -17 years old, please complete and mail to us the MyChart Family Access Form: For Patient 13-17 Years Old . Both the proxy and the patient must complete and sign the paper form.

To be a Proxy to someone age 18 or older:
To request proxy access the health information of an adult who is age 18 or older, please complete and mail to us the MyChart Family Access Form: For Patient 18 Years or Older. Both the proxy and the patient must complete and sign the paper form.

Please mail all MyChart Family Access forms to:
Health Information/Medical Records
Attn: Data Integrity
1301 Carlisle Street
Natrona Heights, PA 15065

After we process your Family Access request, we'll send you a MyChart message. If you are a proxy without your own MyChart account, we'll contact you by email to provide your access code. Remember, Family Access does not have to go both ways – you may be a Proxy for someone without that person also being a Proxy for you.

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Do I need an Allegheny Health Network health record to be someone else’s Proxy?

No - if you are not an Allegheny Health Network patient but need to be a patient’s Proxy, then we will create an account for you to access the patient’s health information.

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How long will my Proxy/family have access to my record?

If you designate someone to have access to your health information through MyChart, they will have access until you choose to remove it. To remove a proxy's access, go to the “Manage My Record” tab, click “My Family Access”, select the individual that you would like to remove, and click “Revoke Access”. If you do not have your own MyChart account, please call the Department of Data Integrity at 412-330-5399 and ask for your proxy to be discontinued.

If you are under age 18 and have a designated proxy(s), your proxy's access will be automatically dicontinued when you turn 18 years old. You may re-establish the Family Access/Proxy, if you desire, by completing the "MyChart Family Access Form: For Patient 18 Years or Older".

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I don't want/need a Proxy to access my health information through MyChart anymore. Can I discontinue their access?

Yes, you can. From the “Manage My Record” tab, click on “My Family Access”, select the individual that you would like to remove, and click “Revoke Access”.

If you have a proxy, but do not have a MyChart account yourself, please call the Department of Data Integrity at 412-330-5399 and ask for your proxy to be discontinued.

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Can I designate more than one person as my proxy?

Yes, you can allow more than one person access to your health information through MyChart. You will need to complete a separate Family Access Form for each individual.

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Can I be a proxy to more than one person?

Yes, you can be a Proxy and access health information through MyChart for more than one person. You will need to complete a separate Family Access Form for each individual who wants you to be their Proxy.

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Can a non-family member be my Proxy and access my health information through MyChart?

If the patient is age 17 or younger, only the patient's parent or legal guardian may be their proxy.

If the patient is age 18 or older, anyone age 18 or older may be a proxy.

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Can I access my child’s health information on MyChart?

Yes. Although minors under age 13 cannot have their own MyChart accounts, you may request to have proxy access to their health information in your MyChart account if you are their parent or legal guardian.

To request family/proxy access to your child's health information, log into your MyChart account, click the “Manage My Record” tab, and click “My Family Access". In the "Request New Family Access" section, click the button that corresponds to your child's age group and complete the form. If your child is age 13 or older, you and your child need to sign the MyChart Family Access form.

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What is an eVisit?

An eVisit is part of our MyChart Virtual Care, and is a way to receive care via secure online messaging. An AHN provider will review your submitted description of symptoms and respond with their diagnosis and treatment recommendations.

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What is a Video Visit?

A Video Visit is part of our MyChart Virtual Care, and is an interactive real-time video chat with an AHN provider. During the visit, you can discuss your symptoms and receive the care you need.

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How much does Virtual Care cost?

The cost you are responsible for to receive a Video Visit depends largely on your insurance coverage. Most Highmark insurance plans consider this to be a covered benefit. PCP copays and other plan terms will apply.

The cost of a Video Visit is $49 for those without Highmark insurance. If you have a Medicare insurance plan, a copy of the Advance Beneficiary Notice can be found here.

The cost of an eVisit is $38 – this is not currently covered by any insurance payer.

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When is Virtual Care available?

Video Visits can be scheduled between 8:00 AM and 4:30 PM, Monday-Friday.

eVisit doctors are available to respond to messages every day from 8 a.m. to 10 p.m. During these times, a doctor will review your initial questionnaire and respond to you within 2 hours. Requests submitted after 10 p.m. will be responded to in the order received, starting at 8 a.m.

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Who can request an Virtual Care?

Anyone over the age of 18 located in the state of Pennsylvania at the time of service can request Virtual Care.

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What kind of symptoms can be treated during a Video Visit or an eVisit?

Allegheny Health Network currently offers Virtual Care for a variety of specific, non-urgent health problems for adults over the age of 18, which are listed below:

  • Back pain
  • Cough
  • Diarrhea
  • Eye irritation
  • Sinus Problems
  • Urinary Problems
  • Vaginal discharge/irritation

At this time follow-up visits (e.g., surgical post-op) are not covered by Virtural Care.

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Can I request Virtual Care for an issue that is not on the list of symptoms?

At this time, only the list of treatable symptoms can be treated by virtual care providers. If the doctor cannot treat your symptoms during the Virtual Care session, he or she may ask you to visit one of our urgent care centers or schedule an appointment for an in-office visit with your doctor.

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What if my symptoms cannot be fully addressed during a Virtual Care session?

If your symptoms cannot be addressed, the provider will discuss their recommended next steps.

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Can I request Virtual Care for an emergency issue?

No, you should never submit an eVisit or Video Visit request for an urgent or emergency issue. In the event of a medical emergency, please call 911.

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Who will be providing my care during a Video Visit or eVisit?

Virtual Care is provided by Allegheny Health Network primary care physicians and midlevel licensed providers, such as nurse practitioners. All of our Virtual Care care givers are specifically trained to give care during online visits. If you regularly see an Allegheny Health Network primary care doctor or specialist, your virtual caregiver will ensure that any information from that visit is accessible to them for future reference.

Can I have Virtual Care using the MyChart app on my smartphone?

We encourage you to use the MyChart app on your smartphone for Video Visits. However, you will need to access MyChart via a web browser in order to partake in an eVisit.

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Where is the best place to conduct Virtual Care?

We recommend a private, quiet place free of distraction to perform a Video Visit.

For an eVisit, all you need is access to MyChart through a web browser to message your care giver.

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Can I cancel a Virtual Care request after I’ve submitted it?

You can cancel a Video Visit up to the time of your appointment. For eVisits, you will be unable to cancel your visit once you submit payment information. However, in an emergency, you should always call 911.

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Can I be out of the state of Pennsylvania to receive Virtual Care?

You must be physically located in the state of Pennsylvania at the time of service in order to receive Virtual Care.

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Can I request Virtual Care for my child?

At this time, we are unable to provide Virtual Care for pediatric services, i.e. for those under the age of 18.

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How do I begin my Video Visit?

Once logged into MyChart (either via web browser or mobile app), start by selecting My Upcoming Appointments from the My Appointments tab, then select your appointment. 15 minutes before your scheduled appointment, a Test Hardware button will become a Begin Video Visit button on your Video Visit appointment page.

You'll also have a reminder on your MyChart homepage: "Click here to start your Video Visit"

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Is Virtual Care available in any other languages?

Currently, Virtual Care is only available in English.

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How secure is MyChart?

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 signed in to our website.

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Is my account protected by Allegheny Health Network's privacy policy?

MyChart is owned and operated by Allegheny Health Network 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 that we give to your health records and will never be sold or leased by MyChart.

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How quickly does MyChart update after I have a visit with my doctor?

MyChart will update immediately after your doctor’s visit, with the exception of test results which may take 2 – 7 days to arrive in MyChart.

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Can I use MyChart on my smartphone or tablet?

Yes, you can access your MyChart account on either an iPhone or Android smartphone.

To access MyChart on your smartphone, you must first create your MyChart account on a computer using your activation code.

For iPhones, search for “MyChart” in the app store, and then download it to your device. Once you open the app, search for Pennsylvania, and then click “Allegheny Health Network” in the provider list. You will then be able to sign in to MyChart.

For Androids, search for “MyChart” in the Android Marketplace, and then download it to your device. Once you open the app, search for Pennsylvania, and then click “Allegheny Health Network” in the provider list. You will then be able to sign in to MyChart.

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Can I print my health record from MyChart?

Yes. You can print each page by clicking the print icon at the top-right corner of each page, or by downloading your health record under My Health Record.

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Who can I contact with questions about MyChart?

If you have a question about MyChart, please contact the MyChart Support Team at 412-330-5524 (Monday - Friday between 8:00 AM - 4:00 PM), or send an email to MyChart@ahn.org with your name, date of birth, and a phone number where we can reach you.

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