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Frequently Asked Questions

Who is eligible for MyChart?

Patients of the following area hospitals and clinics are eligible for MyChart:

  • Salem Health Hospitals and Clinics
  • Salem Clinic
  • Oregon Heart Center
  • Is there a fee to use MyChart?

    MyChart is a free service offered to our patients.

    What technology do I need to use MyChart?

    You can access MyChart using a computer connected to the Internet and an up-to-date browser such as Internet Explorer, Google Chrome, Mozilla Firefox and Microsoft Edge. You can also access MyChart by downloading the free MyChart app on your Android or iPhone.

    What does MyChart do?

    MyChart is a patient portal that provides you with personalized, secure online access to portions of your medical record. Because MyChart is a patient portal, any information visible to you is only a limited window into your permanent Electronic Health Record (EHR) and, as information updates in your permanent EHR, it will also update in MyChart. MyChart can help you participate in your health care and communicate with your providers

    With MyChart you can:

    • Access your test results
    • View details of your upcoming and past appointments, including your after visit summaries
    • Review health education and discharge instructions provided by your care team
    • Track progress on health goals
    • Receive statements and pay your bill
    • Link your family's accounts to yours via approved proxy access

    In addition, patients of Salem Health Medical Clinics can:

    • Communicate with your provider through a private, secure messaging system
    • Manage your appointments
    • Request prescription refills
    • Schedule a video visit or submit an e-visit questionnaire

    Is MyChart secure?

    We take great care to ensure your health information is kept private and secure. Access to MyChart is controlled through your username and password. As a MyChart user, you should keep your username and password confidential and not share them with others. You should also update your password on a regular basis.

    How do I sign up?

    You must be at least 12 years old and a patient of Salem Health Medical Clinics or other area providers (see Who is eligible for MyChart? above) to sign up for MyChart. An email address is required for activation.

    To activate your MyChart account, click the Sign Up Now button on the MyChart login page.

    • If you received a text or email message, simply click on the link to complete a brief sign up form.
    • If you received a MyChart activation code on a recent after visit summary or discharge summary, enter it along with the requested information to verify your identity.
    • If you do not have an activation code, click the Sign Up Online button and enter the requested information to proceed with requesting activation of your account.

    For assistance with activating your account, call our MyChart Support line at 503-562-4278.

    When can I see my test results in MyChart?

    Test results are generally released to your MyChart account between one and seven days after the results are finalized. To view test results, select the Health menu at the top of the screen and select Test Results.

    Why are certain test results not shared electronically via MyChart?

    Certain test results of a sensitive nature are not released online, and some test results are completed at external companies and are therefore not accessible in MyChart.

    If some of my health information in MyChart is not correct, what should I do?

    The information in your MyChart account comes directly from your electronic health record. Contact your health care provider to request any corrections to your information.

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

    You will generally receive an answer within three business days. Please note that MyChart messaging should not be used for urgent situations. If your condition is an emergency, dial 911 or visit the closest emergency room.

    Can I view a family member or loved one's health record in MyChart?

    This is called proxy access. Proxy access allows you to log into your personal MyChart account and connect to information regarding a family member or loved one. If you are age 18 or older, you may request proxy access to another individual's MyChart account by completing the appropriate proxy access consent form and submitting it to your provider’s office or any Salem Health registration desk. MyChart terms and conditions provide more details, including legal restrictions.

    Why do proxies have limited access for children 12–17 years of age?

    Under Oregon 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. Due to these requirements, we offer limited information to proxies of minor patients in this age category. Why is there limited information about my child’s sexual and reproductive health? Minors of any age are allowed to access birth control-related information and services, as well as testing and treatment of sexually transmitted infections including HIV, without parental consent (ORS 109.610 and ORS 109.640). We err on the side of caution and have restricted sexual and reproductive health (e.g. Birth Control) information at age 12.

    Can I ask questions regarding a family member or loved one through MyChart?

    Yes. If you have proxy access to a family member or loved one's MyChart account, you can message their provider through their MyChart account. Messages sent through MyChart are attached to the health record of the person whose account the message was sent from. Having the messages attached to the wrong record could cause confusion when you or your family member seeks care.

    Can my spouse and I share one MyChart account?

    No. Due to the sensitive nature of medical information, each adult must establish their own MyChart account. You may sign and submit a proxy access consent form to view another person's health information (see Can I view a family member's health record in MyChart?).

    What is your Privacy Policy?

    Salem Health Hospitals and Clinics is committed to preserving the privacy of patient health information. You may review the Salem Health Hospitals and Clinics Joint Notice of Privacy and Practice.

    I was suddenly logged out of MyChart, what happened?

    While logged into MyChart, if your session remains idle for 20 minutes or more, you will be automatically logged out. To protect your privacy and security, we recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

    What should I do if my MyChart activation code has expired, been lost, or isn’t working?

    Please call our MyChart Support line at 503-562-4278 for assistance with activating your MyChart account.

    Is my MyChart activation code my username?

    No, your activation code is not your username or password. You will use this code only once to activate your MyChart for the first time. After this initial login, you will then be asked to create your own unique MyChart username and password.

    I forgot my username. What should I do?

    Click on the Forgot Username? link on the MyChart login page. You will be prompted to verify some personal account information. Then, an email will be sent to you with your username.

    I forgot my password. What should I do?

    Click on the Forgot Password? link on the MyChart login page. You will be prompted to verify some personal account information and your security question. If you have not set up a security question for your account, you will need to call our MyChart Support line at 503-562-4278 to be issued a temporary password.

    Where can I change my password?

    To ensure the security of your MyChart account, update your MyChart password on a regular basis. To do so, after you sign into your MyChart account, go to the Settings menu at the top of the screen and select Security Settings. From this page, you can also update your security question and answer. These are used if you forget your MyChart password.

    Where do I change my email address?

    When signed into your MyChart account, go to the Health menu at the top of the screen and select Demographics. From this page, you can update your email address and other demographic information.

    Can I request copies of my medical records through MyChart?

    No. Please contact your clinic or hospital's health information or medical records department to request copies of your medical records.

    I received an email stating I have a new test result in MyChart but cannot find it.

    Hospital test results are not displayed by default in MyChart. To view them, after you sign into your MyChart account, go to the Health menu at the top of the screen and select Test Results. Select the Show Hospital Results checkbox near the top of the page.

    How do I prepare for a video visit?

    If you have a scheduled video visit, you must complete eCheck-In before you can begin the visit.

    The following hardware is required:

    • A desktop, laptop computer or mobile device with the MyChart mobile app and video capability (such as iPhone or Android smartphones)
    • A web camera (external or integrated)
    • A microphone (usually part of the web camera)
    • High-speed internet connection

    The following software is required:

    • A web browser. We recommend Internet Explorer or Chrome on personal computers (We have achieved unsatisfactory results with other browsers and on Apple products using the Mac operating system).
    • If you are on a mobile device, you will need the most current version of the MyChart mobile app.
    • If you are on a desktop or laptop computer, you may be prompted to install additional software.

    When will I get my e-visit response?

    For e-visits with your personal physician, the doctor will respond within 1-2 business days. For Urgent Care e-visits, you will receive a response within 4 hours, but only from Monday through Friday, 9 a.m. to 6 p.m.

    Who do I contact if I have additional questions?

    If you have questions about MyChart, you can e-mail us at MyChart@SalemHealth.org or call the MyChart Support line at 503-562-4278.

    For billing questions, please call:

    • Salem Health office visit charges: 503-814-7618
    • Salem Health lab and hospital charges: 503-581-1747
    • Salem Clinic charges: 503-399-2424 (Option 5)

    For regulatory concerns or questions, please call:

    • Corporate Integrity: 503-814-2826