MyChart Frequently Asked Questions
- Enrollment Questions
- What is MyChart?
- Is there a fee to use MyChart?
- How do I sign up?
- Why can't I request a medication renewal for some of my current medications?
- Why can't I request or schedule an appointment?
- Why is my physician not listed as a recipient in the Medical Advice message screen?
- Who do I contact if I have further questions?
- Why does Teen MyChart account sign up need to be done in person?
- What if I do not want my Teen to have their own MyChart? What will happen to my proxy access if I decline?
- Can I request full access to my 14-17 year old’s MyChart account?
- Your Medical Record
- When can I see my test results in MyChart?
- Why are certain test results not shared electronically via MyChart?
- If some of my health information on MyChart is not correct, what should I do?
- If I send a message to my doctor, when can I expect a reply?
- Paperless Billing
- What are the benefits of paperless billing?
- Is there a charge for going paperless?
- Will I be notified when new billing statements are available?
- Will I be able to make an online payment?
- What if I need a paper copy of my billing statement to mail a payment or if I want a copy for my records?
- What if I miss seeing an electronic statement?
- Can I update my paperless preferences and go back to paper?
- I need help changing back to paper billing statements. Is there someone I can call for help?
- If I choose paper statements now, can I still sign up for paperless later?
- I receive both hospital and physician billing statements. Are both going to be paperless?
- Will my information be secure and confidential?
- I didn’t receive an email with my billing statement. What do I do?
- Can I update my child's paperless billing preference?
- MyChart For My Family
- Can I view a family member's health record or allow another person to view my records in MyChart?
- Can I ask questions regarding a family member from my MyChart account?
- Can my spouse and I share one MyChart account?
- Why do teens need privacy?
- What can a proxy view in Teen MyChart?
- Can I request a copy of my 14-17 year old Teen’s medical records?
- MyChart For Teens
- Questions about Teen Health Privacy
- Why does Hawai'i Pacific Health allow teens to access some of their medical records in MyChart but not all?
- Will the information protected by Hawai‘i state law always be kept confidential from parents, guardians, and others?
- Can a parent/guardian obtain a teen’s official and entire health record?
- Questions About Teen MyChart
- What do I have access to in my HPH MyChart?
- What can my parents see in my MyChart?
- I want to ask my provider health questions via MyChart. Can my parents/guardians see my messages to my provider?
- Can my parents see my gender identity and sexual orientation in my MyChart?
- Can I request medications through MyChart?
- Can my parents/guardians see my medications or test results in MyChart?
- Questions about Parent/Guardian Access (Proxy Access)
- What if I want to share information about my care with my parents/guardians? Can I share my medical information with them via MyChart?
- Should I let my parents/guardians log in as me?
- What happens when I turn 18? Will my parents/guardians still be able to see my medical information in MyChart?
- How do I revoke parent/guardian access to MyChart?
- Can my foster parent access my record in MyChart?
- After I Have Enrolled
- I forgot my password. What should I do?
- Can you send me a new access 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, email 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 access code does not work, what should I do?
- Is my access code my user ID?
- Third-Party Application Questions
- I would like to access my health records from Hawaii Pacific Health online. How can I do that?
- I downloaded an application (app) from a third party that allows me to import my health data from Hawaii Pacific Health. How do I access my health data through the app?
- Is it safe to enter my MyChart username and password into the app and grant a third party access to my health information?
- I am experiencing technical difficulties using a third-party app. How can I get help?
- I allowed a third party's app to access my Hawaii Pacific Health data, but now I want to remove my data from the app and prevent it from accessing my data in the future. How can I do that?
- I am an app developer who would like to use FHIR for my app or who is having difficulty accessing Hawaii Pacific Health data via FHIR. How can I get help?
What is MyChart?
MyChart offers patients personalized and secure online 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:
With MyChart, you have 24/7 access to:
- Connect with your doctor and care team.
- Schedule appointments.*
- Email your doctor with questions.
- View summaries of your doctor visits..
- Manage your health.
- Get prescription refills and update medications.
- View test results securely.
- Get online medical records downloaded for free.
- Update allergy information.
- Help family members track their health care.
- Track annual appointments and immunizations.
- Update care details for seniors.
- Manage your account.
- Pay bills online.*
- Access a comprehensive history of treatments.
- Optimize your appointments.
- E-check in.*
- Request to be notified of earlier possible appointments.
- Fill out required forms in advance, and save time during registration.
*Not all MyChart features are available at all locations.
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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 can receive a MyChart activation code during their clinic visit or by going online to the MyChart Sign-up page. This code will enable you to login and create your own user ID and password.
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Why can't I request a medication renewal for some of my current medications?
To request medication renewals in MyChart, the prescribing physician will need to be using MyChart. Please contact them by phone if you need to reach them or you are not able to renew the medication from MyChart.
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Why can't I request or schedule an appointment?
Some appointments may require you to contact your physician's office via phone.
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Why is my physician not listed as a recipient in the Medical Advice message screen?
If you have not seen your provider in the last 18 months or if your provider is not using MyChart, you may need to contact your physician's office.
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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's office. If you are having technical problems with MyChart, please contact the MyChart Support Line at 808-535-7725 (Oahu), 808-246-1663 (Kauai), or 1-877-228-1894 (toll free).
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Why does Teen MyChart account sign up need to be done in person?
To protect the privacy of our teens, and to ensure that we are enrolling the proper person with the correct information, teen MyChart account registration is required to be done in person. HPH may provide virtual options in the future.
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What if I do not want my Teen to have their own MyChart? What will happen to my proxy access if I decline?
Unemancipated minors must have the consent of a parent or legal guardian to access their own MyChart account. A parent/guardian's refusal to consent will not impact their proxy access to their child's MyChart account.
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Can I request full access to my 14-17 year old’s MyChart account?
To protect your teen’s privacy, some functions within MyChart for those ages 14-17 are limited. You are still able to request your teen’s medical record (excluding state protected teen health information) from our Medical Records Department. Records may be available within 10 business days. This can be done through MyChart or by calling the facility at:
Kapi'olani Medical Center:
P: (808)983-8610 F: (808)983-8617
Pali Momi Medical Center:
P: (808)485-4181 F: (808)485-4372
Straub Medical Center:
P: (808)522-4285 F: (808)522-3207
Wilcox Medical Center/Kaua'i Medical Clinic:
P: (808)245-1128 F: (808)245-1058
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When can I see my test results in MyChart?
Some lab results are generally released after 3 days. During this time, your physician is reviewing the results and may release the results to you via MyChart.
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Your provider is able to determine which types of test results can be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart.
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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 during 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 2 business days. Please note that MyChart should not be used for urgent situations. Please contact your clinic if the situation requires immediate attention or call 911 if it is an emergency.
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What are the benefits of paperless billing?
Paperless billing offers a more convenient, eco-friendly and secure means of receiving your billing statements. You’ll receive an email notifying you of a new statement, and you’ll have access to your billing statement immediately rather than having to wait for it in the mail. Additionally, you will be able to make a safe and secure payment through your MyChart® by Hawai'i Pacific Health (HPH) account.
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Is there a charge for going paperless?
No, going paperless is free.
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Will I be notified when new billing statements are available?
Yes, you'll receive an email notification when billing statements are available in MyChart.
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Will I be able to make an online payment?
Yes, you can make an online payment from your MyChart account.
To make a payment from your MyChart account:
- Click the "Billing" tab then "Billing Summary" to display all your current HPH bills.
- Click the "Pay Now" button next to each account you wish to pay.
- Follow the instructions on the screens to select a payment amount and method, then click submit.
You can also pay your bills without logging into MyChart by using MyChart’s "Pay as Guest" option. You will need a guarantor account number to access your information.
To pay as a guest:
- Go to the MyChart "Pay as Guest" page.
- Follow the instructions on the screen to access your account and pay your bill.
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What if I need a paper copy of my billing statement to mail a payment or if I want a copy for my records?
Your billing statements may be printed or saved from your MyChart account for up to one year after the statement date. To access your billing statement, go to "Billing Summary," click on "View Last Statement," and then print or save the PDF version of your billing statement. If you cannot find the statement you need, please call HPH Customer Service:
Oah’u: 808-522-4013
Kaua'i: 808-245-1399
Toll-Free: 1-866-266-3935
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What if I miss seeing an electronic statement?
If you miss seeing your statements and your balance remains outstanding after two electronic statements have been sent, additional statements will be sent to you both electronically and on paper.
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Can I update my paperless preferences and go back to paper?
You can always switch back to paper billing statements if you change your mind. To change your paperless preferences, please follow this link to log into MyChart and click the "Receive Paper Statements" button. After that, you will receive paper statements in the mail.
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I need help changing back to paper billing statements. Is there someone I can call for help?
Yes. Please call HPH Customer Service:
O'ahu: 808-522-4013
Kaua'i: 808-245-1399
Toll-Free: 1-866-266-3935
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If I choose paper statements now, can I still sign up for paperless later?
Yes, you can sign up whenever you like. You can check whether you're signed up for paperless billing or not on the MyChart "Billing Summary" page. The green leaf icon means you are signed up.
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I receive both hospital and physician billing statements. Are both going to be paperless?
Yes, both hospital and physician billing statements will now be paperless and can be viewed in MyChart.
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Will my information be secure and confidential?
Yes, all information in MyChart is secure. For more information about MyChart security, please refer to Technical Question "How is MyChart Secure" in this FAQ.
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I didn’t receive an email with my billing statement. What do I do?
If you have not received the billing statement notification email, please check your email spam folders. Be sure to add HawaiiPacificHealth.org as a trusted sender.
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Can I update my child's paperless billing preference?
Child proxy access also allows parents with billing responsibility to access their children’s billing information including paperless billing status.
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Can I view a family member's health record or allow another person to view my records in MyChart?
Yes, you can by using "proxy" access. We offer child proxy access for parents (or guardians) and adult proxy access for adult-to-adult access. Proxy access allows a proxy to log into their own personal MyChart account and then connect to the MyChart record for the designated child or adult. We will create a MyChart account for you in the process if you don't already have one.
Child proxy access also allows parents with billing responsibility to access their children’s billing information including paperless billing status.
Parents may complete the Child Proxy Access Form for child proxy access and return it to your child's doctor's office. If you are an adult and would like to grant proxy access to another adult so they can view your records in MyChart, please complete the Adult Proxy Access Form and return it to your physician's office for processing. Proxy access will be available within 4 business days of submitting the proxy access form.
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Can I ask questions regarding a family member from my MyChart account?
No. MyChart 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. However, if you have proxy access to your family member's MyChart account, you will be able to send a secure message to your family member's physician.
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No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish his or her own MyChart account.
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Why do teens need privacy?
A teen who fears a parent's reaction to their behavior may not tell their doctors critical information. When this happens, they do not receive the medical support they need. By protecting teen privacy, teens will be encouraged to speak openly and honestly with a provider about these issues. Doctors can then give teens patient counseling, advice, treatment, and support while protecting their health information. Hawai'i law also protects specific areas of teen health while allowing teens the right to consent to their health in these specific areas.
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What can a proxy view in Teen MyChart?
A parent/proxy will have limited access to their teen’s health information. This includes the items below. This may expand once there are safeguards in place to ensure the patient’s privacy for services protected by Hawai'i’s state law.
- Immunization records
- Contact information
- Messaging your teen’s provider
- Scheduling appointment
- Requesting your teen’s medical record from the HPH Medical Records department
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Can I request a copy of my 14-17 year old Teen’s medical records?
Yes, as a parent/proxy, you will continue to be able to request your teen’s medical record from our Medical Records department. All sensitive health information protected by Hawai‘i’s state law will be redacted from the medical record.
You may request this information in MyChart or by contacting one of our facilities Medical Records departments:
Kapi'olani Medical Center:
P: (808)983-8610 F: (808)983-8617
Pali Momi Medical Center:
P: (808)485-4181 F: (808)485-4372
Straub Medical Center:
P: (808)522-4285 F: (808)522-3207
Wilcox Medical Center/Kaua'i Medical Clinic:
P: (808)245-1128 F: (808)245-1058
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Why does Hawai'i Pacific Health allow teens to access some of their medical records in MyChart but not all?
Under Hawai’i law, teens aged 14-17 may consent to certain types of treatment on their own (without parent/legal guardian consent). For example, teens may consent to their own treatment for pregnancy, sexually transmitted diseases, birth control or other family planning services. Hawai'i law gives teens a right of privacy with regard to information regarding such treatment. Your parent/legal guardian controls all your other treatment decisions and has a right to access and control all other health information. To protect the privacy rights of both teens and parents/legal guardians, HPH provides you with access to some - but not all - of your medical record in MyChart.
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Will the information protected by Hawai‘i state law always be kept confidential from parents, guardians, and others?
Yes, HPH will maintain the privacy and confidentiality of health information protected by Hawai'i state law.
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Can a parent/guardian obtain a teen’s official and entire health record?
Under Hawai’i law, teens aged 14-17 may consent to certain types of treatment on their own (without parental/guardian consent). For example, teens may consent to their own treatment for pregnancy, sexually transmitted diseases, birth control, family planning services or drug/alcohol counseling. Hawai’i law gives teens a right of privacy with regard to information regarding such treatment.
A teen's parents/guardians control all other treatment decisions and have a right to access that information. As a result, parents/guardians can obtain most of a teen's medical records in MyChart, except for information protected by Hawai’i law (as described above).
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What do I have access to in my HPH MyChart?
To ensure your privacy HPH has limited access to the below. This may expand when there are safeguards to protect your health information:
- Immunization records
- Contact information
- Messaging your provider
- Scheduling appointments
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What can my parents see in my MyChart?
To protect your privacy, your parents will have the limited access described below. This list may expand once additional safeguards are available to maintain your privacy.
- Immunization records
- Contact information
- Messaging your provider
- Scheduling appointments
- They are also able to request a copy of your medical record
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I want to ask my provider health questions via MyChart. Can my parents/guardians see my messages to my provider?
To ensure that your parents are unable to see your messages please follow the below instructions:
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Can my parents see my gender identity and sexual orientation in my MyChart?
Teens do not currently have a right of privacy regarding their gender identity and/or sexual orientation. As a result, that information is available to your parents/guardians in MyChart.
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Can I request medications through MyChart?
It is important that you speak to your provider regarding medications you want to take so that you can understand important information about side effects, possible allergic reactions and more. In many cases, you can send a private message to your provider (see above instructions) or schedule an appointment to talk about your options.
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Can my parents/guardians see my medications or test results in MyChart?
To ensure your privacy, HPH is not sharing medications or test results at this time.
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Your parents/guardians can request proxy access to your MyChart account. They can also request a copy of your medical records from our HPH Medical Records Department.
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Should I let my parents/guardians log in as me?
No - to ensure your privacy, please have your parents register as a proxy to your MyChart account.
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What happens when I turn 18? Will my parents/guardians still be able to see my medical information in MyChart?
Once you turn 18, your parents/guardians will no longer have access to your medical record in MyChart. If you want your parent/guardian to be able to access your medical record in MyChart after you turn 18, please add them as a MyChart proxy. Adding someone as a proxy in MyChart will allow them full access to your medical records in MyChart.
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How do I revoke parent/guardian access to MyChart?
Until you turn 18, you are unable to prevent your parent/guardian from accessing your information in MyChart.
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Can my foster parent access my record in MyChart?
No, we are currently not granting proxy access to foster parents in HPH MyChart.
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I forgot my password. What should I do?
You may click the "Forgot password" link on the sign-in page to immediately reset your password after verifying your personal information. You may also call the MyChart Support Line at 808-535-7725 (Oahu), 808-246-1663 (Kauai), or 1-877-228-1894 (toll free).
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Can you send me a new access code as I have lost it, let it expire or did not receive it?
Please contact the MyChart Support Line at 808-535-7725 (Oahu), 808-246-1663 (Kauai), or 1-877-228-1894 (toll free).
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Where can I update my personal information (e.g., home address, email or change my password)?
Log into MyChart and from the menu, go to Personal Information listed in the Account Setting 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 must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyChart messaging is done while you are securely logged in to our website or mobile app.
To ensure your account stays secure, we have turned on a two-step verification feature. You must enter a code that is sent to you by email or text message to log in to MyChart, in addition to using your username and password. For more information, check out our helpful video on two-step verification.
You might receive email or text notifications that contain links to MyChart. These notifications allow you to login to MyChart securely using a link that expires after a short time. Keeping your MyChart account secure means keeping your phone number and email account secure. If you think that your phone number or email account may be compromised, you can change the phone number or email account on file on the "Personal Information" page in MyChart.
For further assistance, you can call our MyChart Support Line at 808-535-7725 (Oahu), 808-246-1663 (Kauai), or 1-877-228-1894 (toll free).
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What is your Privacy Policy?
MyChart by Hawaii Pacific Health is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given to your health records and will never be sold or leased by MyChart by Hawaii Pacific Health.
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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 or Google Chrome).
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My access code does not work, what should I do?
For your security, your access code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you can call our MyChart Support Line at 808-535-7725 (Oahu), 808-246-1663 (Kauai), or 1-877-228-1894 (toll free).
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Is my access code my user ID?
No, your access code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 30 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.
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I would like to access my health records from Hawaii Pacific Health online. How can I do that?
You have the option to access your health records from Hawaii Pacific Health online through MyChart, the patient portal offered by Hawaii Pacific Health, and/or certain applications (apps) developed by third parties. Whether you use MyChart or an app, you must first create an account with MyChart and obtain a username and password.
To create an account with MyChart, please visit: How To Sign Up.
If you have questions about your appointments or health information that you viewed in MyChart, please contact your physician's office. If you are having technical problems with MyChart, please contact the MyChart Support Line at 808-535-7725 (Oahu), 808-246-1663 (Kauai), or 1-877-228-1894 (toll free).
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I downloaded an application (app) from a third party that allows me to import my health data from Hawaii Pacific Health. How do I access my health data through the app?
You may access your health data from Hawaii Pacific Health through any third-party app that interfaces with Fast Healthcare Interoperability Resources (FHIR), the application programming interface used by Epic, Hawaii Pacific Health’s electronic medical record system. FHIR is a nationwide standard for the exchange of electronic health information.
After downloading an app that interfaces with FHIR, follow the steps in the app to add a health care provider data source and select Hawaii Pacific Health. You will then be redirected to the MyChart login page where you can enter your username and password.
For more information on using third-party apps, you can go to: https://open.epic.com/Tutorial/PatientAuthentication.
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Is it safe to enter my MyChart username and password into the app and grant a third party access to my health information?
By choosing to use a third party's app, you are authorizing the third party to access your sensitive health data and you do so at your own risk. We encourage you to be careful in evaluating which apps you use. Hawaii Pacific Health does not promote, endorse or recommend the use of any app other than MyChart.
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I am experiencing technical difficulties using a third-party app. How can I get help?
Please contact the developer of the particular app that you are using to access your Hawaii Pacific Health data. You can often find the developer's support link by going to their listing on the Apple App Store or on Google Play.
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I allowed a third party's app to access my Hawaii Pacific Health data, but now I want to remove my data from the app and prevent it from accessing my data in the future. How can I do that?
Once you grant access to your health data, the app can download data from your health record for only 60 minutes. After 60 minutes, the app cannot access additional data unless you grant access again by adding Hawaii Pacific Health as a data source and entering your user name and password.
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I am an app developer who would like to use FHIR for my app or who is having difficulty accessing Hawaii Pacific Health data via FHIR. How can I get help?
Please contact Epic directly for support with interfacing with FHIR or accessing Hawaii Pacific Health's data. For more information, you can go to: https://open.epic.com/.
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