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MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Can I create a MyChart account with my smartphone?
Who do I contact if I have further questions?
What should I do if I have a question about my bill?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
Can I view radiology images in my MyChart account?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my doctor or nurse, when can I expect a reply?
If I have an existing UT Health MyChart account, do I need to create an account with UHS?
Can my UHS and UT account use the same log-in credentials?
What do I do if the medical information I need is not available in my MyChart account?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I get medical advice for a family member from my MyChart account?
Can my spouse and I share one MyChart account?
How can I share my medical information with someone?
Can I view my teen's medical information through MyChart?
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
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?

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 clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Can I create a MyChart account with my smartphone?

Yes. This will require an activation code. To obtain an activation code, you can e-mail us at MyChartSupport@uhs-sa.com or call our MyChart Patient Support Line at (210) 358-4980. Once your account is established, you can download the MyChart application on your smartphone then, select UHS San Antonio. Once your identity is verified and associated with your smartphone, you will receive a link to accept. By accepting, your information will be populated onto your MyChart mobile application.

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Who do I contact if I have further questions?

You may e-mail us at MyChartSupport@uhs-sa.com, or you can call our MyChart Patient Support Line at (210) 358-4980.

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What should I do if I have a question about my bill?

Please contact Patient Business Services at 210-358-3260.

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When can I see my test results in MyChart?

Most test results are released to your MyChart account automatically. If there is a result that requires additional review by your physician, it will generally appear on your MyChart within 1-12 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.

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Can I view radiology images in my MyChart account?

No. Images can be picked up at the Radiology Clinic at University Hospital, 4502 Medical Drive, San Antonio, TX 78229-4496.

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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. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, 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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If I have an existing UT Health MyChart account, do I need to create an account with UHS?

Yes. Your UHS data will populate into your UHS MyChart account, just as your UT Health data populates in to your UT Health account. For easier management, you can link both accounts by selecting the “Happy Together” link and see most of your information in one place. You will need to be logged into both accounts in order to link the accounts to ensure your privacy.

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Can my UHS and UT account use the same log-in credentials?

No. Your UHS and UT MyChart accounts require separate user names and passwords.

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What do I do if the medical information I need is not available in my MyChart account?

You can request a copy of your records by filling out the HIPAA Compliant Authorization form and returning the completed form to the Health System. You can download the form from our website https://www.universityhealthsystem.com/patients/medical-records or call the MyChart Patient Support line at (210) 358-4980 to request a form then fax it to our Medical Records Department at (210) 358-5936. You can also request the form and submit it in person at all University Health System locations or by mailing it in to University Health System, Attention: Release of Information, Medical Records Department/MS-26-2, 4502 Medical Drive, San Antonio, TX 78229-4496.

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

Yes, you can with appropriate and documented authorization by the patient. There are some exceptions regarding teens’ privacy. Please see FAQ below. The sharing of health records requires the granting of “proxy access” and allows a parent/guardian or trusted individual permission to log in to a member’s personal MyChart account and then connect to information allowed by the member. To obtain proxy access, you must first complete a Proxy Consent Form. You can obtain the form by downloading it from our website: https://www.universityhealthsystem.com/~/media/files/pdf/patients-visitors/medical-records/2018-proxy-request-and-authorization-form.pdf?la=en, or by picking one up at your doctor’s office and/or clinic, or by contacting MyChart Patient Support at (210) 358-4980 and requesting a form then faxing it in to our Medical Records Department at (210) 358-5936.

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Can I get medical advice for a family member from my MyChart account?

This is not recommended. MyChart offers direct access to your personal health record, communicating about another individual's information would place their information 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 sign and submit a Release of Information request and establish their own MyChart account.

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How can I share my medical information with someone?

Careful consideration should be given before sharing your own medical information. A patient may allow another individual view access by simply selecting Share My Record from the Health menu. From there, you can select "Friends and family access" and modify or add new access to your health record.

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Can I view my teen's medical information through MyChart?

No. State and Federal laws prohibit us from releasing certain types of medical information to the parent or guardian of a minor patient age 13 or older without consent of the minor patient. When a minor patient reaches age 13, the information released to the minor’s MyChart account will be restricted.

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I forgot my password. What should I do?

You may contact our MyChart Patient Support Line at (210) 358-4980 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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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?

Contact us at MyChart Patient Support at (210) 358-4980 and after we verify your identity, a new code will be provided.

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

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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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. 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 licensed to University Health System from the Epic Systems Corporation 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 to your health records. Your information will never be sold or leased by MyChart or University Health System.

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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.

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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, Chrome, Firefox, etc.) or an Apple or Android smartphone.

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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, email us at MyChartSupport@uhs-sa.com or you can call our MyChart Patient Support Line at (210) 358-4980.

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