MyChart Frequently Asked Questions

MyChart 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 MyChart, you can use the Internet to:

MyChart offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With MyChart, you can:

• View your normal test results & current Rx.
• Message your doctor.
• Make urgent appointments.
• View & Cancel appointments.
• Request Rx renewals.
• Review your personal health summary.
• View & Print immunization records.
• Update your contact information.
• Manage your loved ones' health care.

For more information about MyChart, check out https://www.mychart.com/features.

Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

What do I need to use MyChart?

You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the MyChart mobile app on a mobile device.

How do I sign up?

If you wish to access your medical record, you can sign up during your next office visit. Just ask your nurse. You can also use the activation code provided on your After Visit Summary. If you do not have an upcoming office visit, you can download a MyChart Registration Form and follow the instructions on where to submit it. After signing up, we will send you an activation code via e-mail.

• Clinic staff might sign you up directly while you're at the front desk or in the exam room.
• You might receive a MyChart activation code on your After Visit Summary or on a billing statement.
• You might receive a text message or email with an activation code when you come in for a visit.
• You might be able to use self-signup online to create a MyChart account by matching your information against what is on file in your medical record or with third-party identity verification.

Who do I contact if I have further questions?

You may e-mail us at [email protected] , or you can call 512-ARC-HELP (512-272-4357).

What can I expect to see as a new ARC MyChart User?

Here is what you can expect to see from our Electronic Medical Record (EMR) system under "My Medical Record" in your ARC MyChart:

EMR Information Only: Information from the time you had your first appointment using our new EMR system.

• Test Results.
• Immunizations-Current and past immunizations at Austin Regional Clinic.
• Medications.
• Allergies.
• Preventative Care.

EMR & Past Information

• Current Health Issues-Current EMR information and past chronic or serious health conditions.

When can I see my test results in MyChart?

All non-sensitive normal test results are available to view on ARC MyChart within 1-3 business days of your doctor's office receiving the results. If you are an active ARC MyChart patient, your provider will communicate your non-sensitive normal lab results only through your MyChart record.

With MyChart, you can view most test results as soon as they become available. Know that you will likely see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyChart.

Why are certain test results not shared electronically via MyChart?

Your provider is able to determine which types of test results are able to be accessed through MyChart. Further, tests of a very sensitive nature are not released to MyChart. Our providers will continue to communicate all abnormal lab results and results for sensitive lab tests over the phone.

Where can I view my hearing and vision test results?

You can view your hearing and vision results in the After Visit Summary (AVS) of the appointment. Navigate to Visits > Visit Summaries and click on the Appointment Date or Description to view the Appointment Details. You can download or send a summary of the visit by clicking on the appropriate icon in the Actions column.

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 each visit.

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

You will generally receive an answer within 5 business days. Please note that MyChart 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.

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

Yes, you can. This is called Proxy access and allows a parent (or guardian) to log into their personal MyChart account, and then connect to information regarding their family member. Download, fill out, and print a Proxy Consent Form and follow instructions on how to request access to this convenient service.

• AGES 0-11: You will be granted full access to your child’s MyChart record.
  
• AGES 12-17: Minors have the right to consent to certain health care without parental consent under the Texas Family Code. HIPAA requires the physician to maintain the confidentiality of the care provided to a minor under those conditions. Proxy access for patients in this age group will provide parental access to include the following areas:
  • Immunization records
  • Appointment scheduling and viewing of future and past appointments
  • Lab Results, excluding sensitive test results
  • Clinical Messaging
  • Billing Summaries for account guarantors

  Can I ask questions regarding a family member from my MyChart account?

  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.

  Can my spouse and I share one MyChart 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 MyChart account.

  If you're having trouble logging in, click the “Forgot Username?” or “Forgot Password?” link below the login fields for assistance. You will go through two-step verification to verify your identity so you can recover your username or password. You can also contact our MyChart Patient Support Line at 512-ARC-HELP (512-272-4357) to request assistance.

  If I am not an ARC established patient but have an ARC MyChart caregiver account for my loved one(s), what ARC MyChart access will I have?

  If you are not an established ARC patient but have an ARC MyChart caregiver account, you may only use MyChart to help manage your loved one's health care. The access you have to your loved one's MyChart account will vary based on age:

  • If your loved one is 11 and under, you will have full access to his/her MyChart account.
  • If your loved one is between 12-17 you may schedule appointments on your loved one's behalf, view their immunization records, problem list, lab results, message their care team, and view billing summaries.

  I forgot my password. What should I do?

  It is best to click on the [Forgot Password?] link on the MyChart login page. You may also contact our MyChart Technical Support at 512-ARC-HELP (512-272-4357). Return to Top

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

  Contact us [email protected] , or you can call 512-ARC-HELP (512-272-4357). After we verify your information, a new code will be sent via e-mail. Return to Top

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

  • Allergies
  • Care team
  • Health issues
  • Medications
  • Messages
  • Test results
  • Visits

  To view this information, you must link your account. Check out our video tutorial on how to do this.

  Why don’t I receive a paper bill for the balance I owe at ARC?

  All ARC MyChart users automatically receive electronic statements. If you prefer to receive paper bills, you can opt out of paperless billing at any time in your ARC MyChart account. Learn how to opt out.

  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.

  You can set up two-step verification to enhance the security of your account. In addition to using your username and password, you enter a code that is sent to you by email or text message to log in to MyChart. 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 log in 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, email us at [email protected] or call our MyChart Patient Support Line at 512-ARC-HELP (512-272-4357).

  What is your Privacy Policy?

  Your privacy is of the utmost importance to us. Austin Regional Clinic will use your confidential medical information in order to provide you health care services. Austin Regional Clinic will, at all times, maintain your confidential medical information in strict confidence and will not disclose any information regarding you to any unaffiliated third party unless you authorize that person to receive your information or the information is permitted to be disclosed by law. Please review Austin Regional Clinic Notice of Privacy Practices for a thorough description of how we gather, use and protect your confidential medical information. All messages sent and received within MyChart that contain medical information are subject to all state and federal laws governing the security and confidentiality of medical records.

  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.

  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).

  My activation code does not work, what should I do?

  For your security, your activation code expires after 14 days and is no longer valid after the first time you use it. If you still have problems, email us at [email protected] , or you can call 512-ARC-HELP (512-272-4357).

  I am in another country and cannot access my ARC MyChart account. What should I do?

  To ensure the security of your protected health information (PHI), accessing MyChart from outside of the United States may not be possible. If you try to log in from a different county you may receive a denial message stating “We couldn’t log you in right now. Please try again.” You will not be able to access you MyChart account until you return to the U.S. When you travel, we recommend you download your Lucy Summary from MyChart before you leave. Your Lucy Summary is a copy of your allergies, medications, current health issues, procedures, test results, and immunizations.

  • Log in to your ARC MyChart account
  • In the menu go to My Record > Document Center or search “download”
  • Click Visit Records
  • Click the Lucy Summary tab
  • Click View to see the information
  • Click Download and then Request to request a download of the document
  • Refresh the page to check if it ready to download. Click the Download button when it appears on the page.
  • A .zip file will download and you can unzip it and save it to a USB drive or print it.