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MyChart Frequently Asked Questions

About MyChart
What is MyChart?
Is there a fee to use MyChart?
Can I use MyChart on my smartphone or tablet?
What is your privacy policy?
Is MyChart secure?
Sign Up
What is the difference between sign up and log in?
Who can sign up?
How can I sign up?
Why am I asked to provide an email address when I sign up for a MyChart account?
If my activation code doesn't work, how can I get a new one?
Is my activation code my MyChart username?
What if I don't agree to the MyChart Terms and Conditions?
Who do I contact if I have further questions?
Log In
If I forgot my MyChart username, what should I do?
If I forgot my MyChart password, what should I do?
If I forgot both my password and the answer to my security question, what should I do?
If I cannot log in to my MyChart account after trying a few times, what should I do?
I was logged out of MyChart. What happened?
What internet browsers are compatible with MyChart?
My Health Record
If I send a message to my healthcare provider, when can I expect a reply?
Why can't I message or schedule with all of my health care providers at Rush Copley in MyChart?
What is the difference between schedule an appointment and request an appointment?
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
Can I see diagnostic imaging results in MyChart?
Can I refill a prescription in MyChart?
If some of my health information on MyChart is not correct, what should I do?
If some of my personal information in MyChart is not correct, what should I do?
How can I get a print copy of my medical record?
Can I pay my hospital bill from Rush University Medical Center or Rush Oak Park HospitalRush Copley Medical Center in MyChart?
What if I have questions about my hospital bill from Rush University Medical Center or Rush Oak Park Hospital Copley Medical Center?
Can I pay my provider's bill from Rush University Medical Group or Rush Oak Park Physicians Group Copley Medical Group in MyChart?
What if I have questions about my physician's bill from Rush University Medical Group or Rush Oak Park Physicians Group Copley Medical Group?
MyChart for My Family
Can I access my child's health record in MyChart?
What happens in MyChart when my child turns 12?
Can I access an adult family member's health record in MyChart?
Can I access a family member's health record in MyChart even if I do not receive my health care at Rush Copley?
Can I send messages regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?

What is MyChart?

MyChart offers you, the patient, personalized and secure online access to portions of your medical record. 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 do the following:

  • Communicate electronically and securely with your care team.
  • Schedule, request and cancel medical appointments.
  • View test results.
  • View your health summary and other portions of your electronic medical record.
  • Pay your bill online
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Is there a fee to use MyChart?

No, MyChart is a free service.

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Can I use MyChart on my smartphone or tablet?

Yes, the MyChart app is available for both Apple iOS devices (iPhone and iPad) and Android devices. To download the app, launch the App Store, Play Store or market app on your device and search for MyChart. Download the MyChart app by Epic Systems Corporation. Before you can log in to the mobile MyChart app, you must first create a MyChart account online at the Sign Up Page.

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What is your privacy policy?

MyChart is owned and operated by Epic Systems Corporations and 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 your health records and will never be sold or leased.

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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. You control your own password, and your 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 email, all MyChart messaging is done while you are securely logged on.

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What is the difference between sign up and log in?

Sign up is a one-time process you complete to create your MyChart account. Once your account is created, you may log in to your MyChart account as often as you'd like, any time of day or night.

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Who can sign up?

MyChart accounts are available to Rush Copley patients age 18 or older. If you are under the age of 12, your parent or guardian can access your record through their MyChart account after submitting a Child Proxy Access Consent Form to your health care provider's office or the Health Information Management office. This access can also be requested once the parent or guardian logs in to their own account via the 'Messaging' menu.

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How can I sign up?

If you already have an activation code, go to the Activation page to create a MyChart username and password to log in to MyChart. You will receive an activation code at your next appointment with your health care provider or when you are discharged from the hospital. Look for your activation code and sign-up instructions on the last page of your printed after-visit summary or discharge instructions.

Alternatively, you can request access on the Signup page. Selecting the 'Verify Identity with a Third Party' option will allow you to create an account immediately. You will be presented with a series of questions to verify your identity. The 'Match Yourself with Our Records' option submits a request to our HIM department, and you will receive an acitvation code by email within 2-3 business days. Please note that it may come to a junk or spam folder.

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Why am I asked to provide an email address when I sign up for a MyChart account?

The email address you provide will only be used for MyChart purposes. MyChart will send you an email notification when you have new information available in MyChart, such as a test result or an upcoming appointment. Also, if you ever forget your MyChart username, it can be emailed to you after confirming the answers to your security questions.

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If my activation code doesn't work, how can I get a new one?

For your security, your activation code is good for 150 days after you receive it. If you did not sign up for a MyChart account within 150 days of receiving your activation code, you need to request a new one from your health care provider's office or by completing a from on the Signup page. After you sign up, you no longer need your activation code.

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Is my activation code my MyChart username?

No, your activation code is not your MyChart username or password. You will use this code only once to sign up for MyChart. (This code will expire after you have used it or after 150 days.) When you sign up for your MyChart account, you will then be asked to create your unique MyChart username and password. Once you create your MyChart username, it cannot be changed. We recommend that you record your MyChart username, password and answers to your security question where you keep similar sensitive information so that you have it available to you the next time you log in to your account.

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What if I don't agree to the MyChart Terms and Conditions?

If you do not agree to the MyChart Terms and Conditions, you will not be able to use MyChart. You will automatically be logged out when you decline to agree to the Terms and Conditions.

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Who do I contact if I have further questions?

If you need help signing up or for other questions about MyChart, please call the MyChart help line at (312) 563-6600630-724-5080 between 8 a.m. and 5 p.m., Monday through Friday.

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If I forgot my MyChart username, what should I do?

Go to the Recover Your MyChart Username page. After correctly answering your security questions, your username will be sent to the email address you provided when you signed up for MyChart. If you need help filling out the online form, please call the MyChart help line at (312) 563-6600630-724-5080 between 8 a.m. and 5 p.m., Monday through Friday.

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If I forgot my MyChart password, what should I do?

Go to the Password Reset page. If you need help, please call the MyChart help line at (312) 563-6600630-724-5080 between 8 a.m. and 5 p.m., Monday through Friday.

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If I forgot both my password and the answer to my security question, what should I do?

You need to correctly answer your security question to reset your password. If you cannot remember the correct answers, please call the MyChart help line at (312) 563-6600630-724-5080 between 8 a.m. and 5 p.m., Monday through Friday. A help line representative will have to deactivate your account. To gain access to MyChart again, you will need a new activation code to sign up for a new MyChart account. For more information on how to get a new activation code, see How Can I Sign Up?

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If I cannot log in to my MyChart account after trying a few times, what should I do?

To protect your health information, your MyChart account will lock after five incorrect login attempts. Please call the MyChart help line at (312) 563-6600630-724-5080 between 8 a.m. and 5 p.m., Monday through Friday. A help line representative will unlock your account and show you how to reset your password.

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I was logged out of MyChart. What happened?

We aim to protect your privacy and the security of your information. If you remain idle for 15 minutes or more while logged into MyChart, you will be automatically logged out. We recommend that you log out of your MyChart session if you need to leave your computer or device for even a short period of time.

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What internet browsers are compatible with MyChart?

MyChart works best with:

  • Internet Explorer 11
  • Edge
  • Mozilla Firefox 33 and above
  • Safari 6 and above
  • Google Chrome 33 and above
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If I send a message to my health care provider, when can I expect a reply?

You can expect to receive a response within two business days. Please note that MyChart should not be used in urgent or emergency situations. For urgent matters, please call your health care provider's office directly, or call 911 in the event of an emergency.

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Why can't I message or schedule with all of my health care providers at Rush Copley in MyChart?

You may message and schedule visits with most providers that you have recently seen at Rush Copley. However, some providers who treat you during your hospital stay or emergency room visit are not available to message or schedule appointments with in MyChart. Instead, please follow up with your primary care doctor or specialist as recommended. Additionally, some providers at Rush Copley do not offer direct scheduling of appointments, and some are not participating in MyChart. If you need to message or schedule with a provider not available in MyChart, please call this provider's office directly.

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What is the difference between 'Schedule an Appointment' and 'Request an Appointment'?

The 'Schedule an Appointment' feature searches your health care provider's schedule to find a day and time that's good for you and then schedules your appointment. The 'Request an Appointment' feature sends a message to your care team with your desired appointment date and time. Your appointment is not scheduled until a member of your care team responds to your request by sending you a MyChart message with your appointment details. You may need to provide additional information or review available appointment times before a member of your care team schedules your appointment.

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When can I see my test results in MyChart?

Most of your recent test results will be available to you in MyChart within 3 business days of the test being performed.

Results from tests performed while you were a patient in the hospital or emergency room will be available in MyChart after you are discharged for that visit. To view these results, click on the Test Results link and toward the bottom of the Test Results page, click on the that says: Click to include labs taken during hospital stays. A list of your test results will display and you can click on each test to view results for that test.

Please note that some test results may take longer to become available and some tests performed outside of Rush Copley will not be available to view in MyChart. Your health care provider may not yet have had an opportunity to review your test results or to have contacted you regarding them. If your health care provider chooses to add comments to a test result you have already viewed, you will receive an email message to view the test result again.

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Why are certain test results not shared electronically via MyChart?

Your care team determines which types of test results are able to be accessed through MyChart. Tests of a very sensitive nature may not be released to MyChart until after your care team has discussed these results with you.

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Can I see diagnostic imaging results in MyChart?

Yes, you can view written results for diagnostic imaging, which includes X-ray, MRI, CT scan, mammogram and ultrasound. You will not be able to view diagnostic images in MyChart. To request a copy of your diagnostic images, please contact the Rush Health Information Management office between 8 a.m. and 5 p.m. Monday through Friday:

Rush Health Information Management Office
1611 W. Harrison St.
L1, Suite 001
Chicago, IL 60612
Telephone: (312) 942-7262

Yes, you can view written results for diagnostic imaging, which includes X-ray, MRI, CT scan, mammogram and ultrasound. You will not be able to view diagnostic images in MyChart. To request a copy of your diagnostic images, please contact the Rush Copley Health Information Management office between 8 a.m. and 4:30 p.m. Monday through Friday:

Rush Copley Health Information Management
2040 Ogden Avenue, Suite 313
Aurora, IL 60504
Telephone: 630-692-5950

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Can I refill a prescription in MyChart?

Yes, you can request a refill of your current medications if your provider's clinic allows these requests through MyChart. Please only request refills if you are sure that you have none remaining on your current prescription. You should receive a MyChart notification when the prescription refill request is approved or not approved by the authorizing provider.

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

The health information displayed in MyChart comes directly from your electronic medical record at your health care provider's office. Please discuss any information that you are concerned about with your Provider at your next appointment. If needed, you may request amendments by submitting a HIPAA PRIVACY PATIENT RIGHTS REQUEST FORM. You may contact the RUMC Privacy Office at (312) 942-5303 for more information.

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

The personal information displayed in MyChart, such as your contact information and insurance coverage, comes directly from your electronic medical record at your health care provider's office. You can update this information in MyChart and the information will be updated in your electronic medical record at your provider's office. To change your contact information, go to the 'Preferences' tab in MyChart and select 'Change Contact Info'. To change your insurance coverage, go to the 'Billing' tab in MyChart and select 'Insurance Summary'.

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How can I get a print copy of my medical record?

To request a print copy of your medical record for yourself or to send to another health care provider, please contact the Rush Health Information Management office between 8 a.m. and 5 p.m. Monday through Friday:

Rush Health Information Management Office
1611 W. Harrison St.
L1, Suite 001
Chicago, IL 60612
Telephone: (312) 942-7262

To request a print copy of your medical record for yourself or to send to another health care provider, please contact the Rush Copley Health Information Management office between 8 a.m. and 4:30 p.m. Monday through Friday:

Rush Copley Health Information Management
2040 Ogden Avenue, Suite 313
Aurora, IL 60504
Telephone: 630-692-5950

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Can I pay my hospital bill from Rush University Medical Center or Rush Oak Park Hospital Copley Medical Center in MyChart?

Yes, you can pay your hospital bill and view hospital billing information in MyChart. To view billing information, go to the 'Billing' tab, choose the 'Billing Account Summary' option. To pay your bill, click the Pay Bill link associated with the hospital billing account type. You can pay your bill using Visa, MasterCard, Discover or American Express.Currently you are unable to pay your Rush Copley Medical Center bill through MyChart, however you may make a payment online through the hospital website.

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What if I have questions about my hospital bill from Rush University Medical Center or Rush Oak Park Hospital Copley Medical Center?

If you have questions about your bill, you can send a customer service request in MyChart that will be routed to a billing representative. Go to the Account Details page and click on the link in the box at the top of the page. This will open a message box. Choose the Hospital Billing Question option in the drop-down list, compose your message, and hit the Send button to submit. You may also speak with a billing representative or pay your bill over the phone by calling (312) 942-5693 between 8 a.m. and 4:30 p.m., Monday through Friday. Please be prepared to provide your account number or guarantor number, which is located at the top of any billing correspondence you receive in the mail.

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Can I pay my provider's bill from Rush University Medical Group or Rush Oak Park Physicians Group Copley Medical Group in MyChart?

Yes, you can pay your bill and view billing information in MyChart for providers who are part of Rush University Medical Group and Rush Oak Park Physicians Group. To view billing information, go to the left-hand navigation in MyChart and under Billing and Insurance, choose the Billing Account Summary option. To pay your bill, click the Pay Bill link under the outstanding balance you wish to pay. You can pay your bill using Visa, MasterCard, Discover or American Express.

Please note that some providers at Rush are in private practice and do not have the bill pay option available in MyChart. This is why you may see an amount in the Outstanding Balance column that does not have a Pay Bill link available. For these providers, you can pay your bill by mail or over the phone by calling (312) 563-4577 between 8:30 a.m. and 4:30 p.m., Monday through Friday.

Yes, you can pay your bill and view billing information in MyChart. To view billing information, go to the left-hand navigation in MyChart and under Billing and Insurance, choose the Billing Account Summary option. To pay your bill, click the Pay Bill link under the outstanding balance you wish to pay. You can pay your bill using Visa, MasterCard, Discover or American Express.

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What if I have questions about my physician's bill from Rush University Medical Group or Rush Oak Park Physicians Group Copley Medical Group?

If you have questions about your bill, you can send a customer service request in MyChart that will be routed to a billing representative. Go to the Account Details page and click on the link in the box at the top of the page. This will open a message box. Choose the Professional Billing Question option in the drop-down list, compose your message, and hit the Send button to submit.

Please note that some providers at Rush are in private practice and do not have the bill pay option available in MyChart. This is why you may see an amount in the Outstanding Balance column that does not have a Pay Bill link available. For these providers, you can pay your bill by mail or over the phone.

To speak with a billing representative or to pay your bill over the phone, call (312) 563-4577 between 8:30 a.m. and 4:30 p.m., Monday through Friday. Please have your account number available and include it in any email correspondence. This is found at the top right hand corner of your statement and begins with PBXXXX.

If you have questions about your bill, please contact the Rush Copley Medical Group Central Billing Office at 630-236-4338 between 8 a.m. and 4:30, Monday through Friday.

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Can I access my child's health record in MyChart?

Yes, starting five business days after you fill out and submit the necessary form. If your child is under 12 years of age, submit the Child Proxy Access Consent Form to your provider's office or the Rush Copley Health Information Management office. When you submit this form, you may need to provide documentation that you are a parent or guardian of that child. If you plan to submit the form via email, please print the form, sign it, and scan it so that you can submit an electronic version with your written signature. For your protection, we cannot accept forms with an electronic signature.

Once you receive proxy access, you can view your child's record through your own MyChart account. After you log in to your account, look toward the top of the screen and click the tab with your child's name to view your child's record.

At this time, we are unable to provide MyChart access for children ages 12 to 17.

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What happens in MyChart when my child turns 12?

On your child's 12th birthday, you will lose access to your child's record in MyChart. You will receive notification messages in MyChart both 180 days and 30 days prior to your access expiration date. You may request a print copy of your child's medical record by contacting the Rush Health Information Management office between 8 a.m. and 5 p.m. Monday through Friday:

Rush Health Information Management Office
1611 W. Harrison St.
L1, Suite 001
Chicago, IL 60612
Telephone: (312) 942-7262

On your child's 12th birthday, you will lose access to your child's record in MyChart. You will receive notification messages in MyChart both 180 days and 30 days prior to your access expiration date. You may request a print copy of your child's medical record by contacting the Rush Copley Health Information Management office between 8 a.m. and 4:30 p.m. Monday through Friday:

Rush Copley Health Information Management
2040 Ogden Avenue, Suite 313
Aurora, IL 60504
Telephone: 630-692-5950

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Can I access an adult family member's health record in MyChart?

Yes, starting five business days after you fill out and submit the necessary form. For a family member over 18 years of age, submit the Adult Proxy Access Consent Form to your health care provider's office or the Rush Copley Health Information Management office. The adult family member will either need to sign the form or you will need to show documentation that you are already a designated proxy for this person. If you plan to submit the form via email, please print the form, sign it, and scan it so that you can submit an electronic version with your written signature. For your protection, we cannot accept forms with an electronic signature.

Once you receive proxy access, you can view your family member's record through your own MyChart account. After you log in to your account, look toward the top of the screen and click on the tab with your family member's name to view that person's record.

Proxy access to another adult's record expires after three years. You will receive notification messages in MyChart both 180 days and 30 days prior to your access expiration date. You can repeat the process of submitting a completed consent form to re-establish your proxy access.

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Can I access a family member's health record in MyChart even if I do not receive my health care at Rush?

Yes, if you are approved for proxy access to your family member's health record, you can sign up for a MyChart account at the office of your family member's health care provider, even if you are not a Rush Copley patient yourself. You will need to log in to your own MyChart account to view your family member's health record.

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Can I send messages regarding a family member from my MyChart account?

Yes, but only if you have proxy access to your family member's MyChart record. MyChart offers direct access to your personal health record. When you send a message from your record, the message becomes part of your electronic medical record at Rush Copley. For this reason, you need to access your family member's record first before sending a message about that person so that the message becomes part of the correct record.

To access your family member's record while logged in to your MyChart account, click on the tab with the family member's name.

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Can my spouse and I share one MyChart account?

No. Each MyChart account is specific for that particular patient. You must each have your own separate account based on your own medical record number. You may request proxy access to each other's record, but you will need to log in to your own account to view either your own record or your spouse's record. To request proxy access to your spouse's record, submit the Adult Proxy Access Consent Form to your provider's office or the Rush Health Information Management Office:

Rush Health Information Management Office
1611 W. Harrison St.
L1, Suite 001
Chicago, IL 60612
Telephone: (312) 942-7262

No. Each MyChart account is specific for that particular patient. You must each have your own separate account based on your own medical record number. You may request proxy access to each other's record, but you will need to log in to your own account to view either your own record or your spouse's record. To request proxy access to your spouse's record, submit the Adult Proxy Access Consent Form to your provider's office or the Rush Copley Health Information Management Office:

Rush Copley Health Information Management
2040 Ogden Avenue, Suite 313
Aurora, IL 60504
Telephone: 630-692-5950

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What hardware do I need to have a video visit?

The following hardware is required:

  • A desktop, laptop PC, Mac or mobile device with the MyChart Mobile app and video capability (such as the iPhone or Android SmartPhones)
  • A webcamera (external or integrated))
  • A microphone (usually part of the webcamera)
  • A high speed internet connection
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What software do I need to have a video visit?

The following software is required:

  • A web browser - Internet Explorer on the PC or Safari on the Mac (we have achieved unsatisfactory results with other browsers)
  • If you are on mobile -- you will need the MyChart Mobile app
  • If you are on desktop -- you will need to install prerequisite software prompted by the video service
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Can I test my computer before the video visit?

Instructions are included in the MyChart message about the appointment you will receive.

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Are there any troubleshooting steps for when I 'Test Hardware'?

Please try the following steps:

  1. Close your web browser and reopen it.
  2. Verify you have wireless connection to the internet.
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What if I still can't get the 'Test Hardware' feature to work?

Please call your health care provider's office to cancel the appointment.

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How do I schedule a video visit?

At this time video visits are only being tested in a limited number of practices and your health care will contact you if they feel this type of visit is appropriate.

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