MyChart Frequently Asked Questions

Enrollment/Registration Information
What is MyChart? What can I use MyChart for?
Is there a fee for MyChart?
Who can sign up for MyChart?
Which clinics/physicians offer online services via MyChart?
How do I sign up?
Your Health Information
What Health Information is available in MyChart?
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
Why can't I request a medication renewal for some of my current medications?
Why can't I request an appointment or directly schedule an appointment from all the clinicians that care for me?
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?
Manage My Family's Health Online
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?
Other Access Questions
I forgot my password or user name. 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?
My activation code does not work, what should I do?
I try to log in, but I receive a message saying my account was deactivated. What should I do?
What do I do if I no longer want to have a MyChart account or move away from Hawaii?
How is MyChart secure?
I was logged out of MyChart, what happened?
What devices can I use to access MyChart?
Who do I contact if I have further questions?

What is MyChart?

MyChart offers you convenient and secure online access to portions of your health record. You can use MyChart to help manage and receive information about your health. With MyChart you can:

  • Schedule, reschedule and request medical appointments*
  • Check in for appointments prior to arrival
  • Receive upcoming appointment reminders
  • Send non-urgent messages and questions to your providers
  • Pay bills*
  • Review your medications, current health conditions, allergies, and medical histories
  • View most test results - no waiting for a phone call or letter
  • Request prescription renewals online
  • Track your immunization history

*Offered at many (but not all) locations

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Is there a fee for MyChart?

MyChart is offered free to individuals who receive services at a Queen's Health Systems (QHS) facility or from a physician who is a participating MyChart provider.

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Who can sign up for MyChart?

MyChart is available to individuals age 18 years or older currently receiving care from a MyChart participating healthcare provider.

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Which clinics/physicians offer online services via MyChart?

MyChart is currently available for healthcare centers and providers who use and share the same computerized Electronic Health Records (EHR) system as Queen's. Patients who are currently receiving care in the areas below will be able to sign-up for a MyChart account.


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How do I sign up?

If you wish to participate, you will be issued a MyChart activation code at your next visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, email MyChartSupport@queens.org or call MyChart Support at 1-808-691-5000.

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What Health Information is available in MyChart?

MyChart provides access to portions of your health information stored in the QHS Electronic Health Record (EHR). This includes but is not limited to information such as your health summaries, medical history, allergies, immunizations, test results, medications/prescriptions, and discharge instructions. You will also be able to access information about past and future appointments, and billing information related to some clinic, office or hospital visits.

MyChart does not display all information from your medical record, nor does it give access to every service provided by Queen's or its associated physicians. If you need information or services beyond what is available to you online, please call your clinic or physician's office. If you need a complete copy of your QMC medical record, please contact the Queen's Medical Records Department for information about obtaining additional EHR information. If you need a complete copy of your chart from your physician's office, please contact his/her office directly.

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When can I see my test results in MyChart?

  • Laboratory results are available in MyChart a day after the lab result(s) are finalized.
  • Outpatient Imaging and Cardiology (except for EKG) results are available in MyChart three days after the result status is final. Imaging (e.g., X-ray, Contrast, MRIs) results are only available as text. The actual image is not available.
  • Inpatient and Emergency Room Imaging and Cardiology (except for EKG) results are available in MyChart 24 hours after discharge. Ensure “Hospital Result” checkbox is checked.

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Why are certain test results not shared electronically via MyChart?

There are several reasons why a particular test result might not be available to view in MyChart.

  • The test may be sensitive in nature. Currently only non-sensitive lab results are automatically released to MyChart. Sensitive lab results can be manually released by your physician upon request.
  • The test may not have been ordered by a participating Queen's physician.

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Why can't I request a medication renewal for some of my current medications?

Medication renewal may not be available through MyChart for various reasons such as:

  • The prescribing physician may not be currently participating with MyChart.
  • Your physician may require an office visit before he/she will renew your prescription.
  • Some medications, such as controlled substances, cannot be renewed electronically.

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Why can't I request an appointment or directly schedule an appointment from all the clinicians that care for me?

Some of your physicians may not yet be on MyChart or they may not be participating with online scheduling. Please contact the provider’s clinic by phone to schedule an appointment.

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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 Queen’s electronic health record. Please contact your physician, if they are participating in MyChart powered by Queen’s. For corrections to The Queen's Medical Center's records, please contact the QHS Privacy Coordinator at 808-691-4694.

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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 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 view a family member's health record in MyChart?

Yes. "Proxy Access" allows a MyChart participant to log into their personal account then connect to another person's MyChart. In order to have proxy access both the proxy and the account holder must have a MyChart account.

There are three types of proxy access offered:

Minor: A parent or legal guardian can request online access to medical records for his/her children who are less than 14 years old. (In consideration of the complexities of federal and state laws relating to minors and consent, parental/guardian access to a minor's MyChart is revoked when the child turns 14.)

Adult: An adult MyChart user can authorize another adult user proxy access to his/her account. For example: an elderly parent can authorize an adult daughter to link into his MyChart account through her MyChart account so that she can access his health information and help him manage his appointments. This privilege must be authorized in writing by the individual whose MyChart will be accessed and can be revoked by that individual at any time. Proxy access to an adult's MyChart must be renewed annually.

Personal Representative: Proxy access can also be granted to individuals who have legal authority to make healthcare decisions for another individual (e.g., Power of Attorney (POA), Surrogate, Guardian). For example: an individual who has been granted POA for health care can request proxy access to the MyChart account of the individual for whom they exercise the power of attorney. Legal documentation must be provided in support of this type of proxy request.

Information and forms for proxy access can be obtained from your clinic or physician's office, the QMC Medical Records Department or by clicking one of the following links: Adult Proxy Request Form (PDF) or Child Proxy Request Form (PDF). Completed forms, with required documentation, can be turned in to your clinic or physician or mailed to:

The Queen's Medical Center
MyChart Medical Records Department
1301 Punchbowl Street, Honolulu, HI 96813

All requests and documentation for proxy access must be reviewed for compliance with state and federal privacy rules. Please allow up to 10 business days for a response to your request.

Proxy Invite by Email (new feature)

Patients can now manage their own proxy access on their own. The process includes sending an email to the proxy from MyChart.

Once logged into MyChart, simply navigate the “Health” tab and click Share My Record. Click the “Friends and family access” button to start the process. Use the “Invite Someone” button and follow the prompts to send the invite. Once the proxy has received the email, they can click the link to finish the verification process.

When the setup is complete the proxy can log into their MyChart account to view the patient’s profile (profile icon will have an additional icon with person’s name).

If further help is needed, email MyChartSupport@queens.org or call MyChart Support at 1-808-691-5000.

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

No. MyChart offers direct access to your health record and communicating about another individual's information would be placed in your health record. For patient safety, do not send questions regarding another individual from your account.

If you have proxy access on behalf of another patient, please communicate with the healthcare provider from that patient's account rather than your own.

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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 have their own MyChart account.

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I forgot my password or user name. What should I do?

Click "Forgot Password" or “Forgot Username” on the sign-in page. These links will walk you through recovering your user name and resetting your password online. If further help is needed, email MyChartSupport@queens.org or call MyChart Support at 1-808-691-5000.

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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 MyChartSupport@queens.org or call us at 1-808-691-5000 and a new one will be provided to you.

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

Activation codes are active for 30 days. If your activation has expired, please contact MyChartSupport@queens.org or call 1-808-691-5000.

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I try to log in, but I receive a message saying my account was deactivated. What should I do?

Contact MyChartSupport@queens.org or call 1-808-691-5000.

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What do I do if I no longer want to have a MyChart account or move away from Hawaii?

You can let your physician know during your next office visit or complete the MyChart Inactivation Form. You may also email MyChartSupport@queens.org to deactivate your account. You should receive a response to your request within 10 business days.


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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 email, all MyChart messaging is done while you are securely logged on to our website.

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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 5 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 devices can I use to access MyChart?

You can access MyChart on any device that has access to the internet with a compatible web browser that is up to date (Microsoft Internet Explorer or Microsoft Edge, Google Chrome, Mozilla Firefox, and Apple Safari). This includes desktop computers, laptop computers, tablets, and smart phones.

For mobile devices such as iPhone and Android, we recommend downloading the latest mobile application from the Apple Store or Google Play.

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Who do I contact if I have further questions?

If you have questions about your appointments or health information that you viewed in MyChart, please contact your physician. If you have technical problems or require assistance using MyChart, email MyChartSupport@queens.org or call MyChart Support at 1-808-691-5000.

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