MyChart Frequently Asked Questions


1. What is MyChart?
2. Is there a fee to use MyChart?
3. How do I sign up?
4. What do I need to use MyChart?
5. Who do I contact if I need technical help?
6. When can I see my test results in MyChart?
7. If some of my health information in MyChart is not correct, what should I do?
8. I forgot my password. What should I do?
9. Where can I update my personal information (such as home address, phone number or email)?
10. How secure is MyChart?
11. What is your Privacy Policy?
12. I was logged out of MyChart. What happened?
13. I was locked out of MyChart. What happened?
14. Can I opt out of MyChart after I have signed up?
15. What should I do if my activation code does not work, I have lost it, or I have not received it?

1. What is MyChart?


MyChart is a secure online tool for patients to see some of their own health records. It lets you securely manage and receive information about your health. With MyChart, you can:

  • Track your health-care goals.
  • See future appointments and pre-check in for them.
  • Enter updates on medicines, allergies and other health issues for your doctor to review at your next clinic visit.
  • Review and track your lab results, vital signs and more.
  • Answer questionnaires from the comfort of your own home.
  • View the results from recent clinic visits, such as the After-Visit Summary or doctor’s notes that have been released.
  • Get letters you’ve asked your doctor for (such as a note to miss work or school.)
  • Review information about health insurance.
  • Review bills that need to be paid.
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2. Is there a fee to use MyChart?


No. MyChart is a free service offered to our patients.


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3. How do I sign up?


There are five ways to sign up.

  • When you check into your appointment, your check in clerk will ask if you are interested in MyChart. If you agree, the clerk will send you an email that contains your activation code and a link to the MyChart signup page.
  • If you check in at a location that has a Welcome kiosk, the Welcome kiosk will give you the option to sign up for MyChart. If you agree, the system will send you an email that contains your activation code and a link to the MyChart signup page.
  • During your hospital appointment, your nurse or physician can instantly open up a sign-up screen for you at their computer. Simply enter your health card number and date of birth and you will be able to sign-up immediately.
  • You may also be issued a MyChart activation code during their clinic visit or at discharge from their hospital visit. This code will let you to log in and create your own username and password.
  • If you wish to sign up for MyChart but do not have an upcoming appointment, you can contact your closest Atlas Alliance hospital for more information on how to sign-up for MyChart.
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4. What do I need to use MyChart?


To use MyChart on your computer, you need:

  • a computer that connects to the Internet.
  • an up-to-date browser (such as Internet Explorer.)
  • your log-in information.

To use the mobile MyChart app, you need:

  • a mobile phone.
  • access to a network to download the app.
  • your log-in information.
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5. Who do I contact if I need technical help?


If you need urgent medical help, call 911. If you need medical help but it can wait, call your clinic and make an appointment. Do not use the contacts below for medical help.

If you need technical help to use MyChart on your computer or you have questions, contact our MyChart staff at one of these places:

  • The Ottawa Hospital Academic Family Health Team:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • Hawkesbury and District General Hospital:
    • By phone: 613-632-1111 ext. 41817
    • By email: mychart@hgh.ca
  • Renfrew Victoria Hospital:
    • By phone: 613-432-4851
    • By email: mychart@renfrewhosp.com
  • St. Francis Memorial Hospital:
    • By phone: 613-756-3044
    • By email: mychart@sfmhhosp.com
  • The Ottawa Hospital:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • University of Ottawa Heart Institute:
    • By phone: 613-696-7020
    • By email: epicmychart@ottawaheart.ca
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6. When can I see my test results in MyChart?


The only results you’ll see in MyChart are those that are marked Final, Completed, or Corrected/Amended. Doctors and nurses need enough time to contact patients about sensitive test results before they are shown in MyChart. Some records are delayed, even after the results are final.

Lab and microbiology

No delay

Pathology and medical imaging reports

15 days

You will not be able to see:

  • Psychology, Psychiatry, Mental Health, Social Work, or Spiritual Care documentation.
  • Medicines that are no longer active.
  • Results of Tissue Typing and Human leukocyte antigen (HLA) tests.
  • Diagnostic images, such as x-rays or CAT scans.
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7. If some of my health information in MyChart is not correct, what should I do?


Your MyChart information comes directly from your electronic medical record at your hospital. If you think some information may be wrong, please contact the health records department of your hospital.


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8. I forgot my password. What should I do?


There are two ways to reset your password.

Go to the sign-in page for MyChart. Click on the "Forgot password" link and follow the steps.

Or, you may also contact our MyChart staff at one of the places listed below.

(If you need urgent medical help, call 911. If you need medical help but it can wait, call your clinic and make an appointment. Do not use the contacts below for medical help.)

  • The Ottawa Hospital Academic Family Health Team:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • Hawkesbury and District General Hospital:
    • By phone: 613-632-1111 ext. 41817
    • By email: mychart@hgh.ca
  • Renfrew Victoria Hospital:
    • By phone: 613-432-4851
    • By email: mychart@renfrewhosp.com
  • St. Francis Memorial Hospital:
    • By phone: 613-756-3044
    • By email: mychart@sfmhhosp.com
  • The Ottawa Hospital:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • University of Ottawa Heart Institute:
    • By phone: 613-696-7020
    • By email: epicmychart@ottawaheart.ca
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9. Where can I update my personal information (such as home address, phone number or email)?


Log into MyChart and from the Profile menu, go to the Personal Information option to go to the Personal Information page. On this page, hover over the content you want to update, and an “Edit” button will appear. Click this button to edit your information, then click the “Save Changes” button.


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10. How secure is MyChart?


We take great care to make sure your health information is kept private and secure. We control access by using secure activation codes, personal usernames, passwords, and other processes. Each person controls their own password, and the account cannot be accessed without that password.

Your personal health information in MyChart is stored and maintained in Ontario and is encrypted for top security. MyChart has been reviewed for compliance with Ontario’s Personal Health Information Protection Act (PHIPA) and other related legislation.


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11. What is your Privacy Policy?


We commit ourselves to protecting the privacy and security of patient information. Our data privacy and information security practices follow all laws and all health-care policies for information protection. On top of that, your hospital has its own privacy policies that cover how MyChart is used.

Patient data in MyChart may be accessed only by the registered.

To protect your private health information, do not share your username or password with others.

If you have any questions or comments about MyChart’s privacy or security, please contact the privacy office at your hospital.


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12. I was logged out of MyChart. What happened?


If you are logged in to MyChart but you haven’t touched the keyboard for 15 minutes or more, you will be automatically logged out. If you need to leave your computer for even a few minutes, it’s best to log out of MyChart. This will help keep your personal health information private and secure.


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13. I was locked out of MyChart. What happened?


Sometimes, patients may have their MyChart access taken away if they are not following all the rules (which are called the “Atlas Alliance MyChart Terms and Conditions”). If you feel you have been unfairly locked out of MyChart, please contact MyChart staff at one of the places listed below.

(If you need urgent medical help, call 911. If you need medical help but it can wait, call your clinic and make an appointment. Do not use the contacts below for medical help.)

  • The Ottawa Hospital Academic Family Health Team:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • Hawkesbury and District General Hospital:
    • By phone: 613-632-1111 ext. 41817
    • By email: mychart@hgh.ca
  • Renfrew Victoria Hospital:
    • By phone: 613-432-4851
    • By email: mychart@renfrewhosp.com
  • St. Francis Memorial Hospital:
    • By phone: 613-756-3044
    • By email: mychart@sfmhhosp.com
  • The Ottawa Hospital:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • University of Ottawa Heart Institute:
    • By phone: 613-696-7020
    • By email: epicmychart@ottawaheart.ca
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14. Can I opt out of MyChart after I have signed up?


If you no longer want to use MyChart to manage your health, contact the MyChart staff at one of places listed below. Ask to have your account closed.

(If you need urgent medical help, call 911. If you need medical help but it can wait, call your clinic and make an appointment. Do not use the contacts below for medical help.)

  • The Ottawa Hospital Academic Family Health Team:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • Hawkesbury and District General Hospital:
    • By phone: 613-632-1111 ext. 41817
    • By email: mychart@hgh.ca
  • Renfrew Victoria Hospital:
    • By phone: 613-432-4851
    • By email: mychart@renfrewhosp.com
  • St. Francis Memorial Hospital:
    • By phone: 613-756-3044
    • By email: mychart@sfmhhosp.com
  • The Ottawa Hospital:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • University of Ottawa Heart Institute:
    • By phone: 613-696-7020
    • By email: epicmychart@ottawaheart.ca
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18. What should I do if my activation code does not work, I have lost it, or I have not received it?


Your activation code is set to expire after 14 days or after the first time you use it. This is to make sure your MyChart account is secure.

To get a new activation code, contact the MyChart staff at one of places listed below.

(If you need urgent medical help, call 911. If you need medical help but it can wait, call your clinic and make an appointment. Do not use the contacts below for medical help.)

  • The Ottawa Hospital Academic Family Health Team:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • Hawkesbury and District General Hospital:
    • By phone: 613-632-1111 ext. 41817
    • By email: mychart@hgh.ca
  • Renfrew Victoria Hospital:
    • By phone: 613-432-4851
    • By email: mychart@renfrewhosp.com
  • St. Francis Memorial Hospital:
    • By phone: 613-756-3044
    • By email: mychart@sfmhhosp.com
  • The Ottawa Hospital:
    • By phone: 613-798-5555 ext. 77219
    • By email: mychart@toh.ca
  • University of Ottawa Heart Institute:
    • By phone: 613-696-7020
    • By email: epicmychart@ottawaheart.ca
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