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MyChart ® Epic Systems Corporation

OSF myHealth Frequently Asked Questions

Enrollment Questions

  • What is OSF myHealth?

    OSF myHealth 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 OSF myHealth, you can use the Internet to:

    • Request medical appointments.
    • View your health summary from the OSF myHealth electronic health record.
    • View test results.
    • Request prescription renewals.
    • Access trusted health information resources.
    • Communicate electronically and securely with your medical care team.
  • Is there a fee to use OSF myHealth?

    OSF myHealth is a free service offered to our patients.

  • How do I sign up?

    Patients who wish to sign up for an OSF myHealth account can sign up online by clicking on the “Sign Up Now” button. If you sign up online a code will be emailed to you. This code will enable you to login and create your own user ID and password. Patients can also get an OSF myHealth activation code from their doctor’s office or after a hospital visit. If you already have an activation code, you can click on the “Activate My Account” button to complete the registration process.

  • Is OSF myHealth offered in all OSF HealthCare facilities?

    Yes, OSF myHealth is available in all OSF HealthCare facilities.

  • Who do I contact if I have further questions?

    You may call our OSF myHealth Call Center at 855-OSF–HEALTH (855-673-4325).


Your Medical Record

  • When can I see my test results in OSF myHealth?

    Your test results are released to your OSF myHealth account after your physician has received them. This is generally within 3 days. Please note, some tests require more than 3 days to complete.

  • Why are certain test results not shared electronically via OSF myHealth?

    Your provider is able to determine which types of test results are able to be accessed through OSF myHealth. Further, tests of a very sensitive nature are not released to OSF myHealth.

  • If some of my health information on OSF myHealth is not correct, what should I do?

    Your OSF myHealth information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next office visit. Your health information is reviewed and updated in your electronic medical record each visit.

  • If I send a message to my doctor, when can I expect a reply?

    You will generally receive an answer by the end of the next business day. OSF myHealth is NOT to be used for urgent needs. For medical emergencies, please dial 911 or go to the nearest emergency room.

  • Can I download a copy of my medical record?

    Yes. You can download a portable copy of portions of your medical record that includes allergies, medications, current health issues, test results, and immunizations. This is called your Lucy record. You can download your Lucy record to a USB drive and take it with you to share with your other healthcare providers. Once you log in to OSF myHealth with your username and password, this feature is available under the My Medical Record tab.

  • Can I make changes to my Allergy or Medication list?

    Yes, you can make changes to both your Allergy and Medication list. These lists are found in the My Medical Record section of your OSF myHealth account. If you want to remove a medication or allergy, click on the minus button found to the right of the item you wish to delete. If you want to add an allergy or medication, click on the plus button at the bottom of the list. Your doctor’s office will review your request before making the change.

  • Can I view my hospital visit information?

    Yes. After you are discharged, or upon completion of your visit, you will be able to view some information from your hospital visit including lab results and your discharge instructions.


OSF myHealth For My Family

  • Can I view a family member's health record in OSF myHealth?

    Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal OSF myHealth account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

  • Can I ask questions regarding a family member from my OSF myHealth account?

    OSF myHealth offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

  • Can my spouse and I share one OSF myHealth 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 OSF myHealth account.


After I Have Enrolled

  • I forgot my password. What should I do?

    You may contact our OSF myHealth Call Center at 855-OSF–HEALTH (855-673-4325) to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

  • Can you send me a new access code as I have lost it, let it expire or did not receive it?

    You may call our OSF myHealth Call Center at 855-OSF–HEALTH (855-673-4325). After we verify your information we will email you a new code.

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

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

  • How do I sign up for email or text message notifications to let me know when I have new information in OSF myHealth?

    Click on “My Account” then “Notifications”. Here, you can choose to receive text message alerts in addition to email alerts. You may update your email address and/or mobile number when needed.


Bill Pay

  • Can I request an itemized statement online?

    Itemized statements are not available online at this time. You may request a paper copy of your itemized statement from the billing office

  • Can I pay with a check online?

    At this time credit card payments (Visa, MasterCard, Discover, and American Express) are the only accepted payment methods online.

  • Why can’t I pay my spouse’s or child’s account?
    • Spouse: Adult patients are normally “financially responsible” for their own bill, so your spouse will be able to see and pay his or her own bills online through his or her own OSF myHealth account. If your spouse does not have an OSF myHealth account, he or she can sign up online.
    • Child: Only the person who has been identified as “financially responsible” for the bill is able to see and pay bills online. This was setup the very first time your child was seen at OSF and is typically the insurance holder. If you would like to be the financially responsible party, please ask the front desk staff to change this at your child’s next visit.
  • Why can’t I make a reoccurring payment?

    This feature is not available online at this time. We are working on adding this option in the future.

  • How soon will my credit card payment post?

    You should receive a payment confirmation notification immediately which will be sent your OSF myHealth Inbox.

  • Can I have a receipt?

    Once your payment confirmation notification is received in OSF myHealth, you can print the page if you prefer a paper copy.

  • What if I do not see any Billing Account summary information once I log in?

    That means currently there are no outstanding patient balances due at this time.

  • Can I pay my bill through the mobile app?

    Yes, you can. You must first have an active OSF myHealth account before you can use the mobile app. The app can be downloaded to any Apple or Android device.

    • Search keyword “MyChart”.
    • Download and install the free MyChart App.
    • Run the MyChart App from your device.
    • Select OSF HealthCare from the list of healthcare providers.
    • Login with your OSF myHealth Username and Password.
  • Why can’t I pay my other bills online?

    You can only pay your OSF hospital or OSF office/clinic bills online through OSF myHealth.


Technical Questions

  • How is OSF myHealth secure?

    We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Futher, OSF myHealth uses the latest in industry-standard 128-bit SSL encryption technology with no caching to automatically encrypt your session with OSF myHealth. Unlike conventional e-mail, all OSF myHealth messaging is done while you are securely logged on to our website.

  • What is your privacy policy?

    OSF myHealth is owned and operated by OSF myHealth 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 your health records and will never be sold or leased by OSF myHealth.

  • I was logged out of OSF myHealth, what happened?

    We aim to protect your privacy and security of your information. While logged into OSF myHealth, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of OSF myHealth. We recommend that you log out of your OSF myHealth session if you need to leave your computer for even a short period of time.

  • What do I need to use OSF myHealth?

    You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

  • My access code does not work, what should I do?

    If your OSF myHealth access code is not working, please call our OSF myHealth Call Center at 855-OSF-HEALTH (855-673-4325) and someone will help you.

  • Is my access code my user ID?

    No, your access code is not your OSF myHealth ID or password. You will use this code only once to log into OSF myHealth for the first time. (The code will expire after you have used it or after 30 days). When you log into OSF myHealth the first time, you will then be asked to create your own unique OSF myHealth ID and password.