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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Should I use MyChart in an urgent situation?
Is there a fee to use MyChart?
How do I sign up?
What is an Access Code?
What should I do if my Access Code is disabled or does not work?
Is my Access Code my username?
What if I’ve never had an appointment with a Northwestern doctor, but am interested in getting signed up for MyChart?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
Why can I see upcoming tests that haven’t been scheduled yet?
Why is some of my health information on MyChart incorrect or missing?
When I update my medications and allergies, does that automatically go onto my medical record?
How do I send a message to my doctor?
If I send a message to my doctor or nurse, when can I expect a reply?
Why can’t I see my doctor in the list of available doctors to message?
Can I have a doctor removed from my list of doctors to message?
Can I send an image or video attachment via message to my physician?
I use another patient portal to see information from visits for one of my physicians. Will that information be available in the upgraded version?
MyChart For My Family
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
Can I view a family member's health record in MyChart?
What will I have access to as a Proxy?
Can I remove someone who current has proxy access to my account?
If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse?
Managing Your Billing Statements and Payments
What is MyChart Bill Pay?
How do I sign up for MyChart Bill Pay?
What bills are available to me in MyChart?
Can I apply my payment to specific statements?
Can I setup a payment plan in MyChart?
Who can view MyChart and make payments on accounts?
How is my credit card information stored?
How will I know when a new statement/bill is available?
Can I sign up for paperless billing?
Who can I contact with questions about my bill?
Are there other ways to pay my bill?
What is Pre Check-In and how do I use it? Is it mandatory?
Managing Your Appointments
What if the Reason for Visit I need is not available for scheduling?
Why isn’t my doctor listed as an option to schedule with?
Can I still request an appointment online if my doctor or Reason for Visit is not available for Direct Scheduling?
What if the time or day(s) I need are not available?
My doctor practices in two locations. Will I have the option to schedule with him/her in either location?
Where can I view a list of my scheduled appointments in MyChart?
Can I cancel an appointment using MyChart?
What happens when I confirm an appointment in MyChart?
eVisits
What is an eVisit?
How do I request an eVisit?
How much does an eVisit cost? Does my insurance cover this service?
Can I get a prescription during an eVisit?
Can I cancel my eVisit after the request has been submitted?
Managing Your Profile
I forgot my username or password. How can I retrieve it?
Where can I update my personal information (e.g. home address, e-mail, or change my password)?
Security
Is MyChart secure?
What is your Privacy Policy?
Why does MyChart log me out after a period of time?
Technical Questions
What computer tools or applications do I need in order to use MyChart?
Why am I not receiving notifications when there are new messages or lab results sent to my account?
How do I add “NM.org” as a trusted email domain?
Can I access MyChart from my mobile phone or iPad/tablet?
Is MyChart always available?
Other
What if I still have unanswered questions?


What is MyChart?

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:

For further information, please review the MyChart Terms and Conditions.

*Some of MyChart's features may not be available for hospital-based care

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Should I use MyChart in an urgent situation?

MyChart should never be used for urgent matters. If you are experiencing a life-threatening illness or injury, please go to the nearest hospital emergency department and/or dial 9-1-1 for immediate attention.

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients, but some features might have a fee associated.

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How do I sign up?

NM MyChart requires that you have an Access Code in order to enroll and create an account. There are a few ways you can get an Access Code:

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What is an Access Code?

An Access Code allows you to quickly sign up for your MyChart account and for the system to associate this new account with your existing medical record. You may have received an access code in your doctor’s office via email or on your After Visit Summary paperwork. If you never received an access code, or if your access code is expired or doesn’t work, you can request a new one at any time and have it sent to you via email, text message, or letter – depending on your preference. Alternatively, you can select the “I don’t have an Access Code” button on the MyChart login page to begin the direct self-signup process.

Click here to request a new access code.

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What should I do if my Access Code is disabled or does not work?

For your security, your Access Code expires after 90 days and is no longer valid after the first time you use it. If you’ve already received an Access Code, but it is disabled, expired, or does not work, you do not need to contact your doctor.

Click here to request a new access code.

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Is my Access Code my username?

No, your Access Code is not your MyChart username or password. You will use this code only once in order to log into MyChart for the first time (the code will expire once you use it or after 90 days). During your initial MyChart login, you will be asked to create your own unique MyChart username and password, which you will use for your subsequent logins.

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What if I've never had an appointment with a Northwestern Medicine doctor, but I am interested in signing up for MyChart?

In order to sign up for a MyChart account, you must be an established patient of Northwestern Medicine. You are an established patient if one of the following can apply to you:

If you’re interested in setting up your first appointment with a Northwestern Medicine doctor, please contact our Patient Services Center at 312-695-1920 or you can request an appointment by filling out our online form here.

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Who do I contact if I have further questions?

You can submit an email to MyChart@NM.org with your name, phone number, and best time to contact or call our 24/7 MyChart HelpDesk directly at 630.933.2255. For the hearing impaired TTY 630.933.4833.

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When can I see my test results in MyChart?

Most test results are released to MyChart as soon as they become available to your doctor*. This can be anywhere from 3 – 7 business days. If you were admitted to one of our hospitals or had an Emergency Room visit, any tests that have been resulted during your stay will be released to MyChart when you’re discharged.

Please keep in mind, your doctor may not always have the opportunity to review your results before they are released to your MyChart account.

*For safety reasons, some results are not eligible for auto-release to your MyChart account. Please see below for more information.

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Why are certain test results not shared electronically via MyChart?

Certain test results are considered very sensitive in nature. Due to this, your physician will likely want to discuss these results with you prior to making them available for viewing in MyChart. Also, historical test results from hospital stays and ED visits prior to June 8, 2015 are not available to view in MyChart at this time.

You always have the option to request a paper copy of your medical records from our Health Information Management department. Please, select this link for instructions: www.NM.org/Medical-Records-Request.

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Why can I see upcoming tests that haven’t been scheduled yet?

The Upcoming Tests and Procedures activity is a compilation of all current Test or Procedures ordered for you by your Clinician. These orders may require action on your part or could be scheduled at an external facility not directly integrated into NM MyChart. If these are scheduled at a Northwestern Medicine facility these should display in your upcoming appointment activity.

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Why is some of my health information on MyChart incorrect or missing?

Your MyChart information comes directly from your electronic medical record maintained by your doctor's office. Your health information is reviewed and updated in your electronic medical record each visit. At your next clinic visit, talk to your doctor about correcting or adding health information in your record. If your patient portal recently transitioned to MyChart, your MyChart account may be blank when you first sign up. Most users will start seeing their health information in their account after their next doctor’s visit.

If you’ve been admitted or visited the Emergency Room at Northwestern Memorial or Lake Forest Hospital, but have never had an Office Visit with a Northwestern Medicine doctor, you will not see health information populated in the Medication, Allergy, or Immunization sections of your MyChart account. A summary of your health information can be found on your Discharge/Admission Summary.

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When I update my medications and allergies, does that automatically go onto my medical record?

No, this will require a review with your clinician to confirm the updates before it being fully incorporated into your medical record. While you can submit an update at any time this will be reviewed and updated in your record at your next visit with Northwestern Medicine.

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How do I send a message to my doctor?

Once you’re logged in, hover over the Messaging tab and select “Send a Clinical Message". Any doctor you have had an office visit with in the last 3 years or you will see in the upcoming year should appear in your dropdown menu of doctors. Once you select the appropriate doctor, you can choose your subject from the list of options.

Please, remember that MyChart messages are meant for non-urgent questions only.

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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 two (2) business days during regular business hours.

Please note that MyChart should not be used for urgent situations. If you are experiencing an emergency and need immediate attention, please contact your local emergency room or dial 911.

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Why can’t I see my doctor in the list of available doctors to message?

In general, you are only able to message those doctors who you have had an office visit with, phone call, or received a letter from in the last 3 years or you have an appointment scheduled with them up to 1 year in the future.

You will not have the ability to send a message to doctors who provided your care during a hospital admission or Emergency Room visit.

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Can I have a doctor removed from my list of doctors to message?

Unfortunately, MyChart does not allow the ability for us to manually remove a doctor from the list of available doctors you are able to message. Doctors will automatically disappear from your list when it has been 3 years since the last time you have interacted with them via office visit, phone, or letter.

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Can I send an image or video attachment via message to my physician?

Yes. MyChart messaging functionality allows a patient to attach an image, video, or PDF document to a message and send it to their doctor securely. Patients are allowed to submit up to 3 attachments in a message. Attachments that you send via MyChart will automatically be stored in your permanent electronic medical record. Your attachments must be below certain file size and video length limits, which are subject to change. You can view these limits by hovering your mouse cursor over the question mark icon at the bottom of the screen when sending a new message.

To add an attachment to your message, simply select the Browse button at the bottom of the new message screen and navigate to the file you would like to attach. Once the file is attached, you will see a preview at the bottom of the screen and you will be able to add a label to describe the attachment.

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I use another patient portal to see information from visits for one of my physicians. Will that information be available in the upgraded version?

No. The NM MyChart upgrade will ONLY allow you to see information from your visits with care teams that use NM MyChart at a Northwestern Medicine facility. Information from visits to your private physician’s office will remain separate.

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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.

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Can my spouse and I share one MyChart account?

No. Due to the sensitive nature of medical information, each adult must establish his or her own MyChart account.

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

Proxy Access allows a parent, legal guardian, or other caretaker to access another patient’s account in order to help manage their healthcare. Those requesting Proxy Access will need to complete a consent form and turn it into the patient’s doctor’s office for review and approval.

For those requesting access for another Adult (18 yrs and older) or an Adolescent (12 to 17) patient’s NM MyChart account, the patient’s signed consent will also be required in order to be granted access. If you cannot obtain the Adolescent's approval a parent or guardian can submit a request for a Minor Proxy account that will have limited access.

To get started on completing a consent form, you can download and print off the form that is applicable for you:

Proxy Consent Form – Minors
Proxy Consent Form – Adolescent
Proxy Consent Form – Adults

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What will I have access to as a Proxy?

Adult Patients (18yrs +):

If you have Proxy access to an adult patient, you will have access to everything the patient would have access to in their own account. Please keep in mind that the patient can revoke your access at any time, if they so choose.

Minor Patients

Age 0-11: If you have proxy access to a child age 11 and under, you will have access to their full MyChart record.

Age 12-17: State and Federal law restricts parental access to certain medical information for minors age 12-17. If you have proxy access to child in this age range, you will have partial access to your minor’s MyChart record. This includes upcoming appointments, appointment requests, immunizations, allergies, billing information, growth charts, and messaging. Full access can be granted to you, however, if your child provides their signature granting this permission.

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Can I remove someone who current has proxy access to my account?

Yes. You may “revoke” proxy privileges to your account at any time by going to Family Access Settings under My Family’s Records >Who Can View My Account? Select the applicable Proxy and click on “Revoke Access". This change will take effect immediately.

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If someone has proxy access to my account, will they be able to see messages I send to my doctor or nurse?

No. All messages that you send to your doctor’s office will be private and not visible to individuals who have proxy access to your account.

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What is MyChart Bill Pay?

Similar to the online Bill Pay option available on NM.org, MyChart Bill Pay provides MyChart patients convenient, easy-to-use and secure access to statement details and online bill payment options. With MyChart Bill Pay, you can view your bill, ask questions, and make online payments.

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How do I sign up for MyChart Bill Pay?

You are not required to sign up for MyChart Bill Pay. The Bill Pay feature is automatically available after you register for MyChart.

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What bills are available to me in MyChart?

MyChart Bill Pay provides you access to Northwestern Medical Group and Northwestern Medicine Regional Medical Group bills. You will also have access to bills from care received at Northwestern Memorial Hospital and Lake Forest Hospital after June 7, 2015, and care received at Northwestern Medicine Central DuPage Hospital and Northwestern Medicine Delnor Hospital after November 2011.

If you recently transitioned to MyChart and have questions about past statements, please visit MyBill.NM.org for more information.

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Can I apply my payment to specific statements?

Yes. When accessing MyChart Bill Pay, your online statement will be pre-populated with the Amount to Pay and the Total Amount Due. When making a payment, you will have the option to select the account to which you wish to apply your payment. If no account is specified, your payment will be applied to the oldest balance on file.

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Can I setup a payment plan in MyChart?

Yes. By navigating to the Account Details page within your guarantor account (Billing tab > Billing Account Summary > See Account Detail), you can create a recurring monthly payment plan. In order to be eligible to enroll in a payment plan, you must have a minimum Amount Owed of $25.01 and you must have a monthly payment amount of $25.00 or greater. The maximum number of payments allowed is thirty-six (36). If you currently have a payment plan setup with our billing vendor, Simplee, you will not be allowed to create another payment plan in MyChart (this will be stated in your Account Details page if it applies to your account).

Once created, your monthly payments will be automatically deducted on the specified date from the credit card you selected. MyChart does not allow the creation of manual payment plans at this time.

After creating your payment plan, you will have the option to terminate the payment plan at any time (Account Detail > Edit Plan > Terminate Plan > End Plan). Note: After terminating your payment plan, you will owe the full amount due on your next statement.

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How is my credit card information stored?

Your credit care information is stored and saved in Instamed, a trusted payment and risk management provider who manages all online payment processing for Northwestern Medicine. Instamed is a PCI (Payment Card Industry) compliant provider.

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Who can view MyChart and make payments on accounts?

The patient or the patient's designated guarantor, as well as any adult proxies assigned by the guarantor, can access a patient's MyChart and Bill Pay information. For instance, when a bill is created for a child in MyChart, the parent who is the designated guarantor can view the child's MyChart and pay the bill. To provide access to the second parent, the parent who is the guarantor would need to designate the second parent as a proxy. Any adult who is not a designated guarantor or proxy will not be able to access the child's MyChart account.

If a teen proxy is established and the teen is listed as the guarantor, the patient's MyChart information will not be accessible to either parent. Parents can only view their children's MyChart information when they are the designated guarantor or listed as a proxy.

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How is my credit card information stored?

Your credit card information is stored and saved in Trust Commerce, a trusted payment and risk management provider who manages all online payment processing for Northwestern Medicine. Trust Commerce is a payment card industry (PCI) compliant provider.

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How will I know when a new statement/bill is available?

MyChart will send you an email when a new statement is available. You will need to log into MyChart to see the details of your new statement.

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Can I sign up for paperless billing?

Yes. Please note, you must agree to receive email notifications to go paperless. MyChart will send you an email when a new statement is available.

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Who can I contact with questions about my bill?

If you have questions about your bill, you can send a message using MyChart. Simply login into your account and select the “Billing” tab. All messages sent using MyChart will be answered within 7 business days. If you have a question that requires immediate attention, please call (855) 286-2861 to speak with a Patient Service Representative.

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Are there other ways to pay my bill?

Visit MyBill.NM.org for payment options.

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What is Pre Check-In and how do I use it? Is it mandatory?

Pre Check-In is an activity within an upcoming appointment that allows you to complete various appointment-related tasks within a single workflow from the comfort of your own home. By completing these tasks at home, you will not need to do them when you arrive at your physician’s office. With Pre Check-In, you can:

To access the Pre Check-In activity, navigate to your Upcoming Appointments page and select one of your upcoming appointments. If your appointment is enabled for Pre Check-In functionality, you will see a section header for “Pre Check-In” and a button asking you to update your information.

Completing the Pre Check-In activity is voluntary. It is encouraged in order to save you time at your physician’s office, but it is not mandatory.

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What if the Reason for Visit I need is not available for scheduling?

Not every Reason for Visit is available for scheduling in MyChart at this time. The following considerations may prevent a Reason for Visit from being scheduled:

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Why my doctor isn’t listed in my options for scheduling?

Only select areas are participating in MyChart scheduling at this time. If your doctor is not in the list of options for scheduling, it may be due to their specialty not currently having MyChart scheduling activated. We are currently working to expand our list of available specialties. More specialties will become eligible for MyChart scheduling in the following months. If you do not see a specialty listed, it is still being assessed for MyChart scheduling capabilities and may be enabled at a future date that is still to be determined

If no providers are appearing at all, you likely do not have a visit within the specialty you are scheduling from the past 3 years. Therefore, you are considered a “new” patient, and may have to call in to complete the scheduling process. You can also contact one of our schedulers directly at one of the locations listed in our provider directory.

Additionally, you still have the option to Request an Appointment using MyChart by logging in, selecting the Visits Tab and selecting Schedule an Appointment. All appointment requests submitted through this feature are sent to our scheduling team who will review your request and follow-up via MyChart message or phone call to confirm availability with you.

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Can I still request an appointment online if my doctor or Reason for Visit is not available for Direct Scheduling?

If your doctor, reason for your visit or specialty isn’t an option for scheduling on MyChart, you still have the option to Request an Appointment using MyChart by logging in, selecting the Visits tab and selecting Schedule an Appointment. All appointment requests submitted through this feature are sent to our scheduling team who will review your request and follow-up via MyChart message or phone call to confirm availability with you.

You also have the option to call and make your appointment with one of our schedulers. To make an appointment by phone, please contact one of our schedulers directly at one of the locations listed in our provider directory.

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What if the time or day(s) I need are not available?

In general, MyChart displays the most up to date availability for your doctor. If you feel like you should be seen sooner, please contact our scheduling team so they can discuss the reasons for your visit and determine if there’s any other action that can be taken. To make an appointment by phone, please contact one of our schedulers directly at one of the locations listed in our provider directory. Please remember, if this is a medical emergency and you are in need of immediate care, please dial 911 or go to your nearest emergency room or facility.

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My doctor practices in two locations. Will I have the option to schedule with him/her in either location?

Yes. If you’re doctor practices in multiple locations, they will show up as a separate option for each location they practice at. You will have the option to choose your desired location and then search for availability based on that selection.

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Where can I view a list of my scheduled appointments in MyChart?

You can view a complete listing of your scheduled appointments with Northwestern Medicine by going to the Visits tab on your main account menu and selecting “Upcoming Appointments”.

With the exception of Surgery appointments and appointments scheduled in our Executive Health department, any appointment scheduled over the phone or online will be visible to you in your Upcoming Appointments page.

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Can I cancel an appointment using MyChart?

Yes. You will have the option to cancel select appointments in MyChart. There are no restrictions or fees associated with cancelling your appointments, but you will be required to indicate the reason for your cancellation. All cancellations done through MyChart will process immediately – no additional follow-up is needed.

If you wish to cancel an appointment, please go to the Visits tab at the top of your account screen, select Upcoming Appointments, select the specific appointment that you would like to cancel, then complete the process by selecting the Cancel Appointment button at the bottom of your screen.

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What happens when I confirm an appointment in MyChart?

Confirming an appointment in MyChart acknowledges that you are aware of your upcoming visit and still plan on coming in. Confirming your appointment also prevents any subsequent appointment reminders from being sent to you via email or phone for that specific appointment.

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What is an eVisit?

An electronic visit, or eVisit, lets you communicate online with a Northwestern Medicine physician. An eVisit does not allow for face-face interaction with a physician. When requesting an eVisit, you will fill out an online questionnaire and receive an electronic response from the physician to discuss your symptoms. Currently, eVisits are only available for Dermatology topics. To request an eVisit, you must:

You may request an eVisit only for advice on non-urgent conditions. If you have an urgent need to speak with or see a physician, call your physician, go to the nearest emergency room or call 911.For medical emergencies, always call 911 immediately.

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How do I request an eVisit?

Using a computer, log in to your Northwestern MyChart account and go to the Messaging tab. Select eVisit from the dropdown list.

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How much does an eVisit cost? Does my insurance cover this service?

An eVisit costs $60 for follow-up issues. This fee will be preauthorized with the credit card you provide. If a physician is unable to treat you for your condition virtually, you will not be charged. At this time, Northwestern Medicine will not bill insurance for an eVisit.

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Can I get a prescription during an eVisit?

Your physician will review your medical record and eVisit responses and provide a treatment plan. You may be prescribed medications. Refill requests will be addressed as appropriate by the physician receiving the eVisit. It is possible that you will be directed to submit the refill request to the prescribing physician.

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Can I cancel my eVisit after the request has been submitted?

Once you have submitted your request, you will be unable to cancel it. The request is sent to one of our Northwestern physicians, who will review the information and develop a response.

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I forgot my username or password. How can I retrieve it?

If you have forgotten your username or password, you can reset it by following these steps:

Click on the “Forgot My Username” or “Forgot My Password” link. These links are located directly underneath the boxes where you enter your login information.

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

Log into MyChart and hover over the “My Profile” tab. To update your home address or other demographic information, select “Demographics”. To update your account password or security question, select “Security Settings”.

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Is MyChart 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 IDs, and passwords. Each person controls their password, and their account cannot be accessed without that password. Furthermore, MyChart uses the latest 128-bit SSL (Secure Socket Layer) encryption technology to encrypt your personal information such as username, passwords, and account information over the internet. Any information provided to you is scrambled en route and decoded once it reaches your browser. This is the same security used by the online banking industry. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

MyChart is owned and operated by Northwestern Medicine 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 to your health records and will never be sold or leased by MyChart. You may view the organization’s Notice of Privacy Practices by requesting a copy from your physician’s office or going to www.NM.org.

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Why does MyChart log me out after a period of time?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for twenty 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 computer tools or applications do I need in order to use MyChart?

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

Web Browser Guidelines:

Operating System Guidelines:

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Why am I not receiving notifications when there are new messages or lab results sent to my account?

Verify that you have the correct email address listed for receiving MyChart notifications. To do this, after logging in to your MyChart account, hover over the My Profile tab and select Demographics. Scroll down the page until you reach the Contact Information heading and confirm that your correct email address is listed. If the email address listed is correct, then check your spam or junk folder – MyChart notifications will be sent from no-reply@nm.org.

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How do I add "NM.org" as a trusted email domain?

To ensure that your MyChart notification messages are not sent to your spam or junk folder, you can:

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Can I access MyChart from my mobile phone or iPad/tablet?

Yes. MyChart can be accessed securely from your iPhone, iPad, or Android device. Simply go to the Apple Store or Google Play/Google Market and search for MyChart (by Epic). You will then be asked to select the organization that provides your care (Northwestern Medicine).

Please note that MyChart was designed and created by Epic Systems. By logging into the app with your MyChart username and password, the app will automatically recognize you as a Northwestern Medicine patient and pull in your personal account details and information.

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Is MyChart always available?

No. MyChart may not be available to users all the time due to system failures, back-up procedures, maintenance, or other causes beyond the control of Northwestern Memorial HealthCare. Access is provided on an as-is, as-available basis, and Northwestern Memorial HealthCare does not guarantee users will be able to access MyChart at any particular time.

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What if I still have unanswered questions?

Please, contact our MyChart Support Team at (630)933-2255. Our support team is available 24 hours a day, 7 days a week.

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