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My HillChart Frequently Asked Questions

Enrollment Questions
What is My HillChart?
Is there a fee to use My HillChart?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in My HillChart?
Why are certain test results not shared electronically via My HillChart?
If some of my health information on My HillChart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
My HillChart For My Family
Can I view a family member's health record in My HillChart?
Can I ask questions regarding a family member from my My HillChart account?
Can my spouse and I share one My HillChart account?
My HillChart For Teens 12-17
Is My HillChart available for teens 12-17?
Privacy Information for Teens with a My HillChart Account
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation 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 HillChart secure?
What is your privacy policy?
I was logged out of My HillChart, what happened?
What do I need to use My HillChart?
My activation code does not work, what should I do?

What is My HillChart?

My HillChart 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 My HillChart, you can use the Internet to:

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Is there a fee to use My HillChart?

My HillChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a My HillChart activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You may contact a My HillChart Technical Support representative at 1-888-965-8588 for assistance.

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When can I see my test results in My HillChart?

Your test results are released to your My HillChart account after your physician has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via My HillChart?

Your provider is able to determine which types of test results are able to be accessed through My HillChart. Further, tests of a very sensitive nature are not released to My HillChart.

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If some of my health information on My HillChart is not correct, what should I do?

Your My HillChart 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.

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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 1-3 business days. Please note that My HillChart 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.

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

Yes you can. This is called Proxy access and allows a parent (or guardian) to log into their personal My HillChart account, and then connect to information regarding their family member.

To be granted Proxy Access, You must be at least eighteen years of age, have your own My HillChart account, and have a legal right as a parent, spouse or legal guardian of a patient to access the health information of such patient.

Birth to 11 Years of Age: Parents and legal guardians can be granted full access to their child's My HillChart account. When the child reaches age 12, a parent's or legal guardian's Proxy Access will automatically terminate.

12 to 17 Years of Age: Parents and legal guardians can be granted limited access to their teens's My HillChart account. Limited Proxy Access is available to parents and legal guardians that have submitted a Proxy Access Agreement form to their child's provider. This limited access enables a parent or legal guardian to:

  1. Request an appointment for the patient
  2. Message the patient's care team about certain subjects
  3. Review the patient's allergies, immunizations, and growth charts

Under California law, patients ages 12 to 17 may obtain certain medical services and information without informing their parents or legal guardians. While using My HillChart, patients in this age range must take affirmative steps to prevent their My HillChart proxy from viewing messages and appointment communications related to such services or information.

Under certain circumstances and with approval from the child's provider, Full Access may be granted to a parent or legal guardian who is a proxy for a patient in this age range.

18 Years and Older: In the case of individuals age 18 or over, Proxy Access will only be granted to the extent that the party requesting Proxy Access can demonstrate the legal right to the My HillChart patient account holder's medical information and has completed a Proxy Access Agreement form.

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

My HillChart 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 My HillChart 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 My HillChart account.

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Is My HillChart Available For Teens 12-17?

Yes. Patients age 12-17 are able to create a My HillChart account after receiving an activation code from their doctor's office.

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Privacy Information for Teens with My HIllChart

Your My HillChart account is private unless you grant a parent or legal guardian "Proxy" access to your account. If a parent or legal guardian has "Proxy" access to your My HillChart account, they may be able to see messages and appointment requests you send to your doctor's office. If you wish to send a confidential message or appointment request to your doctor, follow the steps outlined below:

Each time you send a message or appointment request, you will see a list of patients who are able to view the message. You will need to uncheck the box next to the names of the people who should not see the message.

Please note: it is up to you to take the necessary steps to make sure messages and appointment requests are sent confidentially each and every time you send a message or appointment request.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online.

If you are still having trouble, you may contact a My HillChart Technical Support representative at 1-888-965-8588 for assistance.

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

You may contact a My HillChart Technical Support representative at 1-888-965-8588 for or your doctor's office to receive a new activation code.

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

Log into My HillChart and go to the Preferences tab. Select the appropriate option from the drop down.

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How is My HillChart 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 My HillChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

My HillChart 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.

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I was logged out of My HillChart, what happened?

We aim to protect your privacy and security of your information. While logged into My HillChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of My HillChart. We recommend that you log out of your My HillChart session if you need to leave your computer for even a short period of time.

What do I need to use My HillChart?

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

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, you may contact your doctor's office to obtain a new activation code or you may contact a My HillChart Technical Support representative at 1-888-965-8588 for assistance.

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