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MyChart Frequently Asked Questions

Enrollment Questions
What is Valley Children's MyChart?
Is there a fee to use MyChart?
What is a proxy and why is a parent a proxy?
How do I sign up?
Will my proxy access to my child’s MyChart account ever expire?
Who do I contact if I have further questions?
Your Medical Record
Can I request medical records that are not in MyChart?
When can I see my child’s test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my child’s health information in MyChart is not correct, what should I do?
If I send a message to my child’s doctor or nurse, when can I expect a reply?
After I Have Enrolled
I forgot my password. What should I do?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is MyChart secure?
What is your MyChart Privacy Policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My activation code does not work, what should I do?

What is MyChart?

Valley Children’s MyChart is a new, online patient portal that allows a patient to have personalized and secure online access to their medical record. With MyChart, you can view health summaries and test results, request appointments, contact providers and office staff with questions, pay bills, request medication refills, pass along compliments, share concerns and more.

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Is there a fee to use MyChart?

MyChart is a free service offered to our patients and families.

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What is a proxy and why is a parent a proxy?

Proxy access is granted to the parent or legal guardian of the patient, allowing them to log in to the patient’s MyChart account until the age of 12. A proxy must complete a Proxy Validation Form to obtain access. Please note, a parent or legal guardian can always request access to patient records by contacting Health Information Services at 559-353-5404.

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How do I sign up?

Patients and parents/legal guardians – as “proxy” – can request a MyChart activation code during a hospital, specialty care, primary care or urgent care visit at any Valley Children’s location. This code will enable you to log in, as the patient or as a proxy, and create your own username and password. If you were not issued an activation code, you may request one through our website valleychildrens.org/MyChart, call Health Information Services at 559-353-5404 or request further information during your next visit.

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Will my proxy access to my child’s MyChart account ever expire?

Your proxy access will change when your child turns 12. Because adolescents have certain control over their healthcare at the age of 12 by law, they will need to authorize your continued access and level of access as a proxy. As the parent/legal guardian of the patient, you may still request records that you are legally permitted to access, that are not available on the portal, by contacting Health Information Services at 559-353-5404.

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Who do I contact if I have further questions?

You can submit questions by email to MyChart@valleychildrens.org or call us at 559-353-5404.

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Can I request medical records that are not in MyChart?

Yes. You can request records through MyChart using the “Send a Message” feature and select the “Request Records”. You have the option to have those records added to your child’s MyChart, if preferred. You also have the option to request records by completing the Authorization to Use and Disclose Protected Health Information Form and mailing or faxing that completed request to the Health Information Management Department.

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When can I see my child’s test results in MyChart?

Laboratory results will be available immediately upon resulting. Radiology results are generally available immediately upon resulting unless the test is a more advanced imaging study such as a CT, MRI, or Fluroscopy. Advanced medical imaging test will be available within 24 hours.

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Why are certain test results not shared electronically via MyChart?

Your provider will determine which types of test results are avaiable through the patient portal. Please note, tests of a very sensitive nature will not be released on the portal.

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

Your child’s MyChart information comes directly from the electronic medical record when your child was seen and treated. If you notice a discrepancy, please contact your provider’s office. You can also contact Valley Children’s Privacy Officer at 559-353-5404.

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

You will generally receive an answer within 1-3 business days. For urgent situations, please call your child’s doctor. If you are experiencing a medical emergency, dial 911 or go to your nearest emergency department.

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I forgot my password. What should I do?

Call at 559-353-5404 or 559-353-7300 to request a new password. You can also click on the "Forgot Password" link on the sign-in page to reset your password online.

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

Log into your child’s MyChart and from the left menu, go to the Preferences 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 cannot be accessed without that password. 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 Valley Children’s Healthcare 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 and will never be sold or leased by Valley Children’s. Review the Valley Children’s Healthcare Privacy Policy for further details.

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I was logged out of MyChart, what happened?

We aim to protect your child’s privacy. If you are logged onto MyChart and your keyboard remains idle for 15 minutes, you will automatically be logged out. 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 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 MyChart@valleychildrens.org or call 559-353-5404 or 559-353-7300.

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