MyChart ® Epic Systems Corporation
My Sanford Chart Frequently Asked Questions
- Enrollment Questions
- What is My Sanford Chart?
- Is there a fee to use My Sanford Chart?
- How do I sign up?
- Who do I contact if I have further questions?
- Which Sanford clinics offer My Sanford Chart?
- Your Medical Record
- When can I see my test results in My Sanford Chart?
- Why are certain test results and health issues not shared electronically via My Sanford Chart?
- If some of my health information on My Sanford Chart is not correct, what should I do?
- If I send a message to my doctor, when can I expect a reply?
- Why am I having trouble scheduling an appointment?
- Why don't I see the Cancel This Appointment button for an appointment I want to cancel?
- Can I print information from MyChart?
- What is a prescription renewal?
- My Sanford Chart For My Family
- Can I view a family member's health record in My Sanford Chart?
- Can I ask questions regarding a family member from My Sanford Chart account?
- Can my spouse and I share one My Sanford Chart account?
- I once had access to another adult's MyChart information and now I do not. What happened?
- When is Family Access revoked?
- 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, e-mail or change my password)?
- Technical Questions
- How is My Sanford Chart secure?
- What is your privacy policy?
- I was logged out of My Sanford Chart, what happened?
- What do I need to use My Sanford Chart?
- My access code does not work, what should I do?
- Is my access code my user ID?
- When I try to login, I keep receiving the message "Login unsuccessful". What could be wrong?
What is My Sanford Chart?
My Sanford Chart 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 My Sanford Chart, you can use the Internet to:
- Request medical appointments.
- View your health summary from the My Sanford Chart electronic health record.
- View test results.
- Request prescription renewals.
- Communicate electronically and securely with your medical care team.
Is there a fee to use My Sanford Chart?
My Sanford Chart is a free service offered to our patients.
Return to TopHow do I sign up?
Patients who wish to participate will be issued a My Sanford Chart activation code during their clinic visit. This code will enable you to login and create your own user ID and password. If you were not issued an activation code, you may ask to sign up during your next office visit.
You can also sign up online. Click here to request an activation code for yourself. After validating your submission with your My Sanford Chart membership information your activation code will be sent to you via U.S. Postal Service in 5-10 business days.
Return to TopWho do I contact if I have further questions?
For questions regarding your personal health information, contact your clinic. For questions regarding the website, you may email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 605-328-7334 from 8 to 5 pm CST Monday - Friday.
Return to TopWhich Sanford clinics offer My Sanford Chart?
Sanford is in the process of implementing My Sanford Chart at all of its clinic locations. To see if your clinic has implemented My Sanford Chart, click here. Once your provider has My Sanford Chart access, they will offer it to you during your next visit.
Return to TopWhen can I see my test results in My Sanford Chart?
Your test results are released to your My Sanford Chart account after your physician has reviewed them. This is generally within 2 business days.
Return to TopWhy are certain test results and health issues not shared electronically via My Sanford Chart?
Your provider is able to determine which types of test results and health issues are able to be accessed through My Sanford Chart. Further, tests and health issues of a sensitive nature are not released to My Sanford Chart.
Return to TopIf some of my health information on My Sanford Chart is not correct, what should I do?
Your My Sanford Chart 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 each visit.
Return to TopIf 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 My Sanford Chart 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.
Return to TopWhy am I having trouble scheduling an appointment?
MyChart may not have the capability to schedule complex appointments. If you are having difficulty scheduling appointments with multiple caregivers or for multiple patients (such as two or more children), please call your clinic.
Return to TopWhy don't I see the Cancel This Appointment button for an appointment I want to cancel?
If a button to cancel an appointment does not appear on the Cancel Appointments screen, you will not be able to cancel that appointment using MyChart because the appointment was scheduled at a department or clinic currently not using MyChart. Or, it may be within 72 hours of your appointment. Please call your clinic to cancel these types of appointments.
Return to TopCan I print information from MyChart?
Yes. MyChart offers a "Printer Friendly Page" button that will display and print your information in an easy-to-read format. You will notice a "Printer Friendly Page" button on the upper right side of most pages.
Return to TopWhat is a prescription renewal?
Prescriptions renewals are used if you no longer have any refills remaining.
Renewals can be requested through MyChart "Request Rx Renewal" feature. These messages are sent to your healthcare provider’s office for authorization. This is different than a prescription refill where you would still contact your pharmacy to fill your remaining refills.
Can I view a family member's health record in My Sanford Chart?
Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal My Sanford Chart account, and then connect to information regarding their family member. Complete a Proxy Consent Form and return it to your clinic in order to request access to this convenient service.
Under State and Federal law, there are certain types of medical information that the parent or guardian of a minor patient may not view without consent of the minor patient. Because of these requirements, we cannot offer the full spectrum of services to parents of minor patients in this age category. Thus, when a minor patient reaches age 13, restrictions will be placed on My Sanford Chart access until he/she reaches age 18.
Return to TopCan I ask questions regarding a family member from my My Sanford Chart account?
My Sanford Chart 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.
Return to TopCan my spouse and I share one My Sanford Chart account?
No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Medical Information request and establish his/her own My Sanford Chart account.
Return to TopI once had access to another adult's MyChart information and now I do not. What happened?
Access to another adult's MyChart information expires after one year. If you want to regain access, the adult listed on the MyChart account must complete and resubmit the Adult Proxy Form.
Return to TopWhen is Family Access revoked?
Once a child turns 18, Family Access for the parents expires. Family Access for adults expires after 1 year. Adult MyChart users have the ability to revoke access at any time from the Family Access screen.
Return to TopI forgot my password. What should I do?
You can click the "Forgot password" link on the sign-in page to reset your password online. If you still have problems, email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 605-328-7334 from 8 to 5 pm CST Monday - Friday.
Return to TopCan you send me a new access code as I have lost it, let it expire or did not receive it?
Contact your clinic for a new access code. Privacy issues prevent us from e-mailing a new access code to you.
You can also sign up online. Click here to request an activation code for yourself. After validating your submission with your My Sanford Chart membership information your activation code will be sent to you via U.S. Postal Service in 5-10 business days.
Return to TopWhere can I update my personal information (e.g., home address, e-mail or change my password)?
Log into My Sanford Chart and from the left menu, go to the Preferences section and select the appropriate option.
Return to TopHow is My Sanford Chart 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. Further, My Sanford Chart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with My Sanford Chart. Unlike conventional email, all My Sanford Chart messaging is done while you are securely logged on to our website.
Return to TopWhat is your Privacy Policy?
My Sanford Chart is owned and operated by My Sanford Chart 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. Click here to view Sanford Health's Notice of Privacy Practices.
Return to TopI was logged out of My Sanford Chart, what happened?
We aim to protect your privacy and security of your information. While logged into My Sanford Chart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of My Sanford Chart. We recommend that you log out of your My Sanford Chart session if you need to leave your computer for even a short period of time.
What do I need to use My Sanford Chart?
You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).
Return to TopMy access code does not work, what should I do?
For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you still have problems, email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 605-328-7334 from 8 to 5 pm CST Monday - Friday.
Return to TopIs my access code my user ID?
No, your access code is not your My Sanford Chart ID or password. You will use this code only once to log into My Sanford Chart for the first time. (The code will expire after you have used it or after 60 days). When you log into My Sanford Chart the first time, you will then be asked to create your own unique My Sanford Chart ID and password.
Return to TopWhen I try to login, I keep receiving the message "Login unsuccessful". What could be wrong?
The "Login unsuccessful" message appears when either the MyChart ID or
password entered is incorrect. Check if you are entering the correct MyChart ID and password. Check if your Caps Lock key is on. If you continue to receive the "Login unsuccessful" message, email us at techsupportmychart@sanfordhealth.org. Please include your full name and a daytime phone number you can be reached at. You can also call our My Sanford Chart Technology Support Center at 605-328-7334 from 8 to 5 pm CST Monday - Friday.