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MyChart ® Epic Systems Corporation

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myCare Frequently Asked Questions

Enrollment Questions
What is myCare?
Is there a fee to use myCare?
How do I access myCare?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
What can I see or do in myCare?
When can I see my test results in myCare?
Why are certain test results not shared electronically via myCare?
If some of my health information on myCare is not correct, what should I do?
Communication with your Care Providers
I don't see my doctor's name when trying to send a message. What should I do?
If I send a message to my doctor, when can I expect a reply?
What kind of communication updates should I expect?
Can my primary care physician or other care teams see my medical record?
myCare For My Family
Can I view a family member's health record in myCare?
Can I ask questions regarding a family member from my myCare account?
Can my spouse and I share one myCare 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)?
I already have a MyChart account with another provider. Can I merge them?
Technical Questions
How is myCare secure?
What is your privacy policy?
How do I choose my username and password?
I was logged out of myCare, what happened?
What do I need to use myCare?
My activation code does not work, what should I do?
How do I get myCare on my smartphone or tablet?

What is myCare?

myCare is a free online tool for you to view portions of your El Camino Hospital health record from your computer, tablet or smartphone. With myCare, you can:

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Is there a fee to use myCare?

myCare is a free service offered to our patients.

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How do I access myCare?

You can access myCare from any computer connected to the Internet or through smartphones and tablets using an app.

How do I sign up?

Patients of Silicon Valley Primary Care and the Cancer Center will receive a myCare activation code during their clinic visit.

Patients who had an inpatient stay can find their activation code on the After Visit Summary. The After Visit Summary is printed and given to each patient during discharge from the hospital.

The activation 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 our Medical Records Office at 650-988-8366 or ask to sign up during your next visit. The Medical Records Office is open Monday through Friday, 8:00 am to 4:30 pm.

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Who do I contact if I have further questions?

You may e-mail myCareHelp@elcaminohospital.org, or call the Medical Records Office at 650-988-8366. The Medical Records Office is open Monday through Friday, 8:00 am to 4:30 pm.

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What can I see or do in myCare?

With myCare, you can:

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When can I see my test results in myCare?

Your test results are released to your myCare account after your physician has reviewed them. You can see most test results, including imaging results, from your visits at El Camino Hospital within seven business days.

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Why are certain test results not shared electronically via myCare?

Your provider and state law determine which types of test results are able through myCare. Sensitive test results such as genetic tests, drug screens, HIV and STDs are blocked from myCare..

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

Your myCare information comes directly from your electronic medical record at El Camino Hospital. Your health information is reviewed and updated in your electronic medical record each visit. If the information you view on myCare is not correct, please call the Medical Records Office at 650-988-8366. The Medical Records Office is open Monday through Friday, 8:00 am to 4:30 pm

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I don't see my doctors name when trying to send a message. What should I do?

myCare only allows you to send messages to an El Camino Hospital provider (of the Silicon Valley Primary Care or Cancer Center) whom you are scheduled to see within the next six months. If your doctor is missing on the list, email mycarehelp@elcaminohospital.org for assistance.

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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 one to three business days. Please note that myCare 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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What kind of communication updates should I expect?

Once you sign up, you can expect that Silicon Valley Primary Care and/or the El Camino Hospital Cancer Center will begin to send information to you through myCare. You will receive an email (to the email address you provided at sign up) when your doctor’s office updates information in myCare.

Can my primary care physician or other care teams see my medical record?

Any facility that also uses Epic will have access to your medical record through the Epic Corporation’s Care Everywhere utility. To see if your Hospital is a part of the network please click here.

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

Yes, an El Camino Hospital patient over age 18 can appoint any other adult as a proxy. A proxy permission form must be signed by the patient before proxy access can be granted. Patients over age 18 can obtain these forms through their doctor’s office or from our Medical Records office. Parents and guardians of minor children will also need to complete a proxy form.

Mountain View Medical Records Department: 650-988-7462

Los Gatos Medical Records Department: 408-866-4094

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

No, you cannot ask questions regarding a family member from your own myCare account. You may view a family member’s health record in myCare if you are appointed as a proxy. To complete a proxy form, please call the Medical Records Office at 650-988-8366. The Medical Records Office is open Monday through Friday, 8:00 am to 4:30 pm.

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Can my spouse and I share one myCare account?

No, due to the sensitive nature of medical information, each adult and child must have his or her own myCare record.

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I forgot my password. What should I do?

You may contact our Medical Records Office at our Mountain View campus at 650-988-8366 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online. Please keep in mind, the Medical Records Office is open Monday through Friday from 8:00 am to 4:30 pm.

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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 our Medical Record Office at our Mountain View campus at 650-988-8366 to request a new activation code, a new code will be sent via El Camino Hospital Secure E-Mail or through Postal Mail. Please keep in mind, the Medical Records Office is open Monday through Friday from 8:00 am to 4:30 pm.

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

Log into myCare. From the left menu, go to the Preferences section and select the appropriate option.

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I already have a MyChart account with another provider. Can I merge them?

No, you can not merge MyChart accounts from different providers. However, you can use MyChart Central to organize your health information and connect accounts from multiple organizations. With MyChart Central, you don’t need to remember a handful of passwords or visit multiple websites looking for your medical information. Instead you can find it all in one place.

To signup for MyChart central. login to your myCare account. Navigate to the My Medical Record tab and select Lucy under the Medical Tools heading. From here follow the instructions provided to set up your Lucy or MyChart Central account.

The Lucy and MyChart Central sites are not maintained by El Camino Hospital. For more information, please visit https://www.mychartcentral.com

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How is myCare 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. Unlike conventional email, all myCare messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

myCare is fully compliant with federal and state laws pertaining to your privacy

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I was logged out of myCare, what happened?

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

What do I need to use myCare?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer). For access from a mobile device, you can download the mobile app (called “MyChart”) from the Apple® App Store or the Android™ Market.

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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, e-mail myCareHelp@elcaminohospital.org, or call the Medical Records Department at 650-988-8366. Please keep in mind that our hours of support are Monday through Friday, 8:00 am to 4:30 pm.

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How do I get myCare on my smartphone or tablet?

myCare is powered by the Epic Corporation’s MyChart software. From your smart phone, visit the the Apple® App Store or the Android™ Market to download the Epic MyChart Mobile App. Once downloaded, open the app, accept the standard End User Agreement, and select El Camino Hospital as your health care provider. More detailed instructions are available on the myCare website. Return to Top