MyChart powered by Queen's Frequently Asked Questions

Enrollment/Registration Information
What is MyChart?
Is there a fee to use MyChart?
Who can sign up for MyChart?
Which clinics/physicians offer online services via MyChart?
How do I sign up?
Who do I contact if I have further questions?
Your Health Information
What Health Information is available in MyChart?
When can I see my test results in MyChart?
Why am I unable to view certain tests?
Why can't I request a medication renewal for some of my current medications?
Why can't I request 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?
Manage My Family's Health Online
Can I view a family member's (e.g. child, spouse, parent) 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. 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. Change my e-mail address or my password)?
Is MyChart secure?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My access 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?

What is MyChart?

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

  • Request medical appointments online
  • Reiew 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
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Is there a fee to use 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?

During your next office or clinic visit, inform the clinic staff or the physician that you would like to sign up for MyChart powered by Queen's. You will be provided with MyChart activation instructions. It will include a MyChart alpha-numeric activation code, which enables you to log in and create your own MyChart user ID and password. If you don't want to wait for your next visit, you can download the MyChart Sign Up Form. Submit your completed form to your clinic or provider during your next office visit. You may also mail to

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

You should receive a response to your request by mail within 10 business days.

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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 clinic or physician's office. If you are having technical problems or require assistance using MyChart, please call the MyChart Support Staff at 808-691-5000, Monday through Friday, 8:00 a.m. - 4:30 p.m. Support is also available via e-mail at Mychartsupport@queens.org Please allow up to three business days for a response.

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What Health Information is available in MyChart?

MyChart provides access to portions of your health information stored in the QHS's Electronic Health Record (EHR). This includes 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 eventually, billing invoices related to 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?

  • Outpatient test results are available in MyChart 1 day after the lab returns a final result.
  • Inpatient and Emergency Room results are available in MyChart 24 hours after discharge.
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Why am I unable to view certain tests?

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

  • The test result might still be queued for timed release to MyChart. See the previous question "When can I see my test results in MyChart?" for details.
  • 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.
  • Radiology results are not currently available in MyChart.
  • Cardiology results are not currently available in MyChart.
  • 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 from all the clinicians that care for me?

Some of your physicians may not yet be on MyChart. Please contact them 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 electronic health record from your physician's office. Ask a member of your care team to correct any inaccurate information at your next clinic or office visit. Your health information is reviewed and updated in your electronic medical record during each visit. For corrections to The Queen's Medical Center's records, please contact the QHS Privacy Coordinator at (808) 691-4694.

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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 My Chart. 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.

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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. What should I do?

Click the "Forgot Password" link on the sign-in page to reset your password online. If further help is needed, you may call the MyChart Support staff at 808-691-5000, Monday through Friday, 8:00 A.M. - 4:30 P.M.

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Can you send me a new activation code (it's lost, expired, or never received)?

If the code that was previously generated has not yet expired, it needs to be invalidated. Please call the MyChart Support staff Monday through Friday between 8:00 a.m. to 4:30 p.m. or email to Mychartsupport@queens.org.

If the code has been invalidated, or has expired you have two options to receive a new activation code:

  • 1. Ask your provider or clinic staff for a new code and instructions during your next office visit. If you are not scheduled for a visit in the near future, you can call or stop by the clinic or office and ask for a new code.
  • 2. You can complete the MyChart Sign Up Form and mail to:

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

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

Log into MyChart and select "Preferences" from the menu to make the desired changes. Please indicate if this change should apply to other members of your household.

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Is MyChart secure?

Your health information is kept private and secure through the use of access codes, personal ID's, and passwords. Each user controls their password, and the account cannot be accessed without that password. Furthermore, MyChart uses the latest 128-bit SSL technology with no caching to automatically encrypt your session. Unlike conventional e-mail, 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 the security of your information. If your keyboard remains idle for more than 5 minutes during a MyChart session, you will be automatically logged out. If you must step away from your session, even for just a short while, it is highly recommended that you log out.

What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser. The browser must support 128-bit encryption. For best results, use the newest browser version your computer will support. We recommend using Internet Explorer.

  • For Macintosh OS 8, 9 or X, use Safari 3.0 or Internet Explorer 6.0 or newer.
  • For PCs, use Internet Explorer 7.0 or FireFox 2.0 or newer.
  • You will also need a current and valid e-mail account.
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My access code does not work. What should I do?

For your security, your alpha-numeric activation code expires if not used within 30 days. When you activate your account, you will be asked to create a new, unique "MyChart User ID" and "Password". If you have trouble logging in, please call the MyChart Support staff at 808-691-5000, Monday through Friday, 8:00 a.m. - 4:30 p.m.

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

MyChart accounts are automatically deactivated if a MyChart User ID or password is incorrectly input 3 times during the login process. If you receive this message, please call the MyChart Technical Support staff Monday through Friday between 8:00 a.m. to 4:30 p.m. or send an email to Mychartsupport@queens.org.

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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 care team 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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