Your Guide to MyChart 

Is MyChart Free to Use

Yes. MyChart is a free service offered to our patients.

Why should I use MyChart?

Many patients find MyChart useful because it is an easy way for them to access their health information. When they have the information they need, patients tend to:

• Feel better informed about their health.
• Make better decisions about their health.
• Have more impactful conversations with their doctor.
• Talk to their doctor about their wellness.
• Make the most of their visit with their doctor.

How old must I be to have a MyChart account?

You can have your own MyChart account at the age of 12. Parents of children under the age of 12 have control over the account through Proxy.

The partner sites recognize that informed consent for access to personal health information can sometimes be sensitive and challenging for children transitioning to adulthood. For this reason, MyChart deactivates patient accounts at various age milestones. This gives young patients time to re-evaluate who they want to have access to their MyChart account.

When a patient reaches the age of 12, all access to MyChart is revoked and the patient must request access to their own MyChart account.

At the age of 16, all access to MyChart is again revoked and the patient must resubmit an access request.

At the age of 19, all access to MyChart is again revoked and the patient must resubmit an access request.

What do I need to use MyChart?

To use the desktop version of MyChart, you will need:

• A device (phone, tablet or computer) that connects to the Internet.
• An up-to-date browser (such as Google Chrome or Firefox).
• Your log-in information.

To use the mobile MyChart app, you will need:

• A smart phone.
• Access to the internet to install the app.
• Your log-in information.

Some updates to MyChart require a more recent version of IOS. To take advantage of these updates, please ensure your device is running the IOS 16.2 software version or later. If you have a previous version, you will still be able to use MyChart without the most recent updates.

How do I sign up for MyChart?

You can sign up for a MyChart account by using a activation code that is just for you. You can get an activation code by:

• Asking the registration clerk for one at your next appointment; they will send a code with instructions to your registered email address,
• Using the MyChart activation code on your After-Visit Summary, or
• Completing the online registration form found on the MyChart login page. Click on Sign Up now, under New User, then click on Sign Up Online.

I just received my activation code. Now what?

• From the MyChart login page, go to the “New User” section and click “Sign Up Now.”
• Enter your activation code (if not automatically entered) and other personal verification information, such as your health card number and your date of birth.
• On the next page, choose the following:

- MyChart username - This should be something that others wouldn’t be likely to guess but easy for you to remember.

- Password - Your password must be at least eight characters long and include at least one character or a number and must be different from your username. Choose a password that you don’t use for other websites.

• On the next page, choose whether you want to receive an email when there is new information available in your MyChart account. If you choose to receive email alerts, enter your email address.

How long will the activation code be valid for?

To protect your health information, the activation code will expire after 14 days of it being issued. To receive a new code, contact MyChart Support or ask for access at your next appointment.

Why should I have an email address to use MyChart?

If you choose yes to option 4 above, you will receive an email whenever new information is in your MyChart account. You would also need an email address to reset your password and/or username for MyChart.

Why should I have an email address to use MyChart?

If you choose yes to option 4 above, you will receive an email whenever new information is in your MyChart account. You would also need an email address to reset your password and/or username for MyChart.

How do I install the MyChart app?

To install the MyChart app, go to the App Store or Google Play Store and search for “MyChart.” Please select the name of the organization where you receive care before signing in. If you selected the wrong organization, click “Switch organization” above the log-in details.

Can I sign up on behalf of a loved one?

Only the patient or their designated power of attorney for medical purposes can request access to MyChart. In some cases, a substitute decision maker can also access a patient’s MyChart account. The organization may require legal documents before granting access to a substitute decision-maker. 

How do I login to MyChart?

In your web browser, search for Epic MyChart to access the login page.

Enter your MyChart username and password and click Sign In.

Which medical records will I see in MyChart?

Your MyChart account will hold records from all partner sites, also known as the Atlas Alliance, that you’ve visited. This currently includes records from: 

Arnprior Regional Health, Deep River & District Health, Glengarry Memorial Hospital, Group Health Centre (Sault Ste. Marie), Hawkesbury District General Hospital, Kemptville District Hospital, Hôpital Montfort, Mississippi River Health Alliance (Almonte General Hospital, Carleton Place & District Memorial Hospital), Pembroke Regional Hospital, Queensway Carleton Hospital, Renfrew Victoria Hospital, St. Francis Memorial Hospital, The Ottawa Hospital, The Ottawa Hospital Academic Family Health Team, The Royal (Ottawa and Brockville campuses), The University of Ottawa Heart Institute, and Winchester District Memorial Hospital.

The kinds of health records available in MyChart include:

• Outpatient progress notes and consultations.
• Inpatient consultations.
• Lab results if the test was ordered by a doctor in the Atlas Alliance.
• Imaging reports if the imaging was performed at an organization in the Atlas Alliance.
• Discharge summaries.
• After-visit summaries.
• Patient Instructions and more

How far back will my medical information go in MyChart?

MyChart may show your medical information back to January 2016. To access your entire health record, please visit the health records department at the organization where you received care and request a complete copy of your health record.

What information won’t I see in MyChart? 

• Nursing notes.
• Inpatient progress notes.
• Allied health notes (with some exceptions).
• Mental health notes (with some exceptions).
• Diagnostic images.

Why do I see information listed as “not available” in MyChart?

MyChart is designed to help you access certain records that provide the most value. Authors of other records can decide to put other records in MyChart. Talk to your care team for more information about whether their notes will be available in MyChart.

Why do I see blood work done outside of the partner sites?

The Electronic Medical Record is integrated with a provincial laboratory information system that gets your historical lab work when you arrive for an appointment or visit. When that registration occurs, your historical labs become viewable in MyChart.

When can I see my test results in MyChart?

The only results you’ll see in MyChart are those that are marked Final, Completed, or Corrected/Amended.

In most cases, these will be available to you at the same time as they are to your care team. Sometimes you may see those results before they do. It is important to know that you have a choice when to review your results. You can choose:

• To view your results as soon as they are available
• To wait until closer to your appointment date
• To wait until after your appointment, or
• To view them with your doctor during the appointment.

Every patient and situation is unique.

Some reasons why you may want to view results right away:

• Having access to your results can give you time to prepare questions for your health-care team.
• Waiting for results can be difficult for some patients.

Some reasons why you may want to wait to view results:

• Having a person with medical expertise with you can help you interpret the test results correctly.
• Trying to interpret results on your own can cause worry and anxiety.

The choice is yours. Carefully consider all possible options and what support you might want. 

How do I see my test results?

In MyChart, under ‘My Record’ click on the “Test Results” Tab. On the “Test Results” page, click anywhere within the row to display the results for that test. Your lab results, diagnostic imaging and pathology results will be available after the reports are complete. Results are organized from most recent to least recent based on the date of the test.

My test result is higher or lower than the normal. Why is that?

You may see a result that is higher or lower than the normal reference ranges for that test. Depending on your medical condition(s) and the medication(s) you might be taking, your doctor could consider your result acceptable.

It is likely that you will be able to see your results before your health-care team as they are reviewing results for many patients. Please choose when to review your results and ask any questions at your next appointment with your doctor.

If your results are more medically urgent, someone from your health-care team will call you sooner to discuss them. Your health-care team is there to support you so that you fully understand the results and can make informed decisions about your care.

For more information, please refer to the Engaging in Your Health Care brochure.

How do I see clinical notes in MyChart?

To view clinical notes, log on to MyChart, under ‘My Record’ click on the ‘Visits’ tab. You’ll see any available clinical notes under the “After Visit Summary” or “Notes” tab.

Where can I find resources to help me understand medical terms?

You can access two medical libraries through MyChart. Click on the “Resource” section and use the Health Reference Library or follow the “Explore More” ribbon on the home page to go to MyPathologyReport.ca 

Some of my health information on MyChart is incorrect. What should I do?

Your MyChart information comes directly from your electronic medical record at your hospital. If you think some information may be wrong, please contact the health records department of the hospital where you receive care.

Does changing my personal information in MyChart affect the information in my hospital’s health record?

Yes. Since MyChart and your hospital health record are linked, any changes you make to your personal information section within MyChart will instantly update in your health record. Similarly when hospital staff change information your health record, an email notification is sent to you advising you that the same change has been made in MyChart.

Can I add my pharmacy to MyChart?

Yes. Under “Medications,” go to “Manage My Pharmacies” and add or remove your pharmacy from a list.

Why can I no longer see an order on my Appointments and Visits page?

Orders for things like diagnostic imaging, tests, or referrals are entered by your physician. Some orders reach an expiry date, at which point you won’t see the order in your MyChart. Your physician will be notified to either extend the order or cancel it if no longer required. If you have any concerns, please contact your physician.

How can I pay hospital invoices through MyChart?

You can pay your hospital bills directly through MyChart — securely, conveniently and with flexible options. You can choose to log into your MyChart account or use the new “Pay as Guest” option to make a payment without setting up a MyChart account. You can also view your payment history and download receipts for insurance or tax` purposes (MyChart account is required). For more information, please contact your organization’s Finance Department.

Can my family members pay my bills for me?

Yes. Family members or other trusted people can now pay your bill by using the "Pay as a Guest" option.  

How can I make a payment without a MyChart account (Pay as Guest)?

You can now pay your hospital bills online using the Pay as Guest option in MyChart — no MyChart account required. Here’s how:

• Go to the MyChart login page (via MyChart)
• Click on “Pay as Guest”.
• Enter your guarantor number and last name to securely access your billing account.
• Review your outstanding balance.

Select your preferred payment method and complete the transaction.

Are payments through MyChart secure?

Yes. Your payment information is protected with advanced encryption and tokenization. This means your credit card details are never stored in MyChart or at The Ottawa Hospital. Instead, a secure token is generated for each transaction. Two-factor authentication is automatically enabled for all users to help protect your account.

Can I request a refund?

MyChart does not currently offer a built-in option to request a refund. If you need to cancel or reverse a payment, please email your hospital’s Finance Department.

Can I set up a payment plan?

Yes, MyChart supports payment plan options. You can set this up in the Billing section by selecting “Set up payment plan” and choosing the payment amount. For more flexible plans, contact the AGH Finance Department at 613-256-2514 x2902 or CPDMH 613-253-3811 (respectively) to discuss arrangements available to you.

Will I be notified about an upcoming charge to my credit card under my payment plan?

You will receive an email 3 days in advance of your credit card being charged your monthly payment.

How do I get a receipt?

To obtain an itemized bill for insurance or tax purposes, go to the Details tab under your invoice balance details in MyChart, where you’ll find a “Get itemized bill” link. You can enter a date range, and the system will give you a detailed breakdown of charges and payments. The itemized bill will be available under the Billing Documents tab once created.

What fees can I pay through MyChart? 

With MyChart payments patients can pay for hospital costs from their hospital visit. This can include things like crutches, a private room, or an ambulance ride.  

MyChart cannot be used to pay for doctor fees, medication from a pharmacy or dental services. 

For a full list of services and supplies that the Ontario Health Insurance Plan (OHIP) does not cover, please visit "Coverage Information".

What other ways can I pay? 

You can choose from several payment options:  

• Pay online through MyChart using a credit card.
• Pay on-site at the Emergency Department Registration Desk of the Hospital that issued the invoice.
• Pay by phone with a credit card: For AGH call: 613-256-2514 x 2902 and for CPDMH call: 613-253-3811 during business hours (Monday to Friday, 7:00 a.m. to 3:00 p.m.).
• Pay by mail: Send a cheque to Accounts Receivable c/o AGH 75 Spring Street Almonte, ON K0A 1A0 or CPDMH 211 Lake Ave East Carleton Place, ON K7C 1J4.

These options are also shown on your bill and listed on the hospital’s website under Pay My Bill

Why can’t I see the details of all my payment plans in MyChart? 

MyChart only shows payment plans that use a credit card saved in MyChart. If you set up a payment plan over the phone and did not save a credit card in MyChart first, it will not appear in your account.  

To fix this: 

• Log in to your MyChart account and add your credit card under “Add a payment method”. 
• After your card is saved, call or email the Finance Department and ask them to add your payment plan under your saved credit card in MyChart. 

Can I save the same credit card at more than one Atlas Alliance hospital? 

Yes, but there are some important things you should know. 

All Atlas Alliance hospitals use the same secure payment system called MyChart Gateway. When you save a credit card, the system does not store your card number. Instead, it creates a secure code (called a token) that stands in for your card. This token is used for future transactions. 

If you try to save the same card at more than one hospital, the system may create only one shared token. Because the same secure code may be shared between hospitals, errors can sometimes happen, for example: 

• What happens if one hospital removes the saved card?  If your card is removed at one hospital, it may stop working at another hospital, too. This could cause an error when you try to make or schedule a payment.
• Why might a payment be declined? To protect you from fraud, the payment system watches for duplicate activity. If two hospitals try to charge the same card for the same amount around the same time, the system may block one of the payments. This can happen even when both payments are correct.
• Are you working to fix these issues? Yes. We are actively working with our payment partners to make this process better. Our goal is to make saving and using your card across multiple hospitals easier and more reliable in the future. 

Why am I not getting an email confirmation after making a payment or setting up my payment plan?

Please check your communication preferences under your MyChart account profile and enable Payment Activity notifications under Billing.

Can I give someone else access to my MyChart?

MyChart offers two ways to share access to your MyChart account: Proxy access and Share Everywhere. You can find both in the application under “Share my Record.”

Proxy Access: using the “Share with People” function, you can invite and refuse another person’s access to your MyChart account. When inviting someone to have access to your record, you will need to enter:

• The person’s name.
• The person’s email address.

Once complete, they will receive an email inviting them to access your account. The recipient must have a MyChart account to accept the invitation.

Share Everywhere: using the “Connect with Hospitals and Doctors” function, you can give one-time access with Share Everywhere. Simply generate the Share Code by adding the recipient’s name and give the Share Code and website address (www.shareeverywhere.com) to the person. This code is only valid for 60 minutes.

Can my spouse and I share one MyChart account?

No. Due to the sensitive nature of medical information, each adult must activate their own MyChart account. If you wish to share your health information with your spouse, you can assign proxy access directly through your MyChart account.

How secure is MyChart?

We take great care to make sure your health information is kept private and secure. We control access by using secure activation codes, personal usernames, passwords, and other processes. Each person controls their own password, and the account cannot be accessed without that password.

Your personal health information in MyChart is stored and maintained in Ontario and is encrypted for top security. MyChart has been reviewed for compliance with Ontario’s Personal Health Information Protection Act (PHIPA) and other related legislation.

What is your Privacy Policy?

We are committed to protecting the privacy and security of patient information. Our data privacy and information security practices follow all laws and all health-care policies for informing protection. On top of that, your organization has its own privacy policies that cover how MyChart is used.

Only the registered user can access patient data in MyChart.

To protect your private health information, do not share your username or password with others.

If you have any questions or comments about MyChart’s privacy and security, please contact the privacy office at your organization.

What are the Terms and Conditions of use for MyChart?

Read the Terms and Conditions. 

What are Research studies, and can I update my preference about being contacted?

Research is crucial for saving lives and improving care at The Ottawa Hospital and around the world. If you provide your permission, researchers can contact you about research that may be relevant to you and improve care for others.

To update your preference:

• In MyChart, navigate to Resources > Research Studies.
• Choose if you would like to participate in research studies.
• Create a research preference profile.

I forgot my password/username. What should I do?

Under the login information for MyChart, click either “Forgot Password?” or “Forgot Username?” After confirming your personal information, your username or password will be emailed to your registered email address. Please enter your health card number without spaces, dashes, or the OHIP version code.

My account has been locked. What should I do?

After five failed attempts at signing in to your MyChart account, the system locks the account. Please reset your password.

After five failed attempts to reset your password, the system restricts all access. Please contact MyChart Support to reactivate your account.

How can I pay for invoices I received through MyChart?

You can pay your invoices directly through MyChart. You can choose to log into your MyChart account or use the “Pay as Guest” option to make a payment without setting up a MyChart account. You can learn more at Pay My Bill.

I’ve modified health information in my Health Summary, but it was never approved on my visit

The doctor or care team member you see during your visit may not have expertise in that specialty or level of care to permanently add or remove items within this section. Though your provider may not approve the information, members of your care team can see it before and during your visit as an item you’ve reported.

I have a new family doctor. Can I update their information in MyChart?

You cannot currently update your family doctor through MyChart. You can have this updated on your next visit by speaking to the registration clerk.

I am not getting email alerts about new information in MyChart. Why?

If you have notifications turned on, you will get a message via email or notification on your phone when tests, labs and reports are ready and available to view on your MyChart.

If you are not getting alerts:

• Check your junk mail folder for email alerts. If you see messages there, change the settings on your email filter to allow these messages to go to your inbox.
• Check your notification preferences in MyChart. Click on “Profile” and select “Personal Information” to make sure your correct email address is entered. Select “Communications” to confirm which notifications you want to receive.
• If you have checked these settings and you still are not receiving email alerts, please contact MyChart Support for help.

How do I change the notification I receive from MyChart?

You can update all your communication preferences directly within MyChart by navigating to Account Settings > Communication Preferences. Here, you can set your preferences to how you would like to receive notifications.

It’s important to know you have a choice when to review your results and other changes to your MyChart account. You can turn off notifications to your phone and email by following the step-by-step instructions in the Disabling MyChart Notifications.

Can I cancel my MyChart account? 

Yes. You can contact MyChart Support to deactivate your account at any time.

Who do I contact if I need technical help?

If you need urgent medical help, call 911. If you need medical help but it can wait, call your clinic and make an appointment. Do not use the contacts below for medical help.

What is Two-factor Authentication (2FA)?

Two-factor authentication (2FA) adds a required extra layer of security to your MyChart account. When you log in, you may be asked to enter a one-time verification code. The code can be sent to your email, mobile phone by text message (SMS) or an authentication app, depending on your settings.

This helps protect your personal health information and makes sure only you access your account.

How can I receive my verification code?

When you log in, choose how you would like to receive your verification code:

• Email
• Text message (SMS) to your mobile phone
• An authentication app (ex. Google Authenticator, Microsoft Authenticator, Authy or the built-in app on your phone)

Do I need to use 2FA every time I log in?

After your first login with 2FA, you can select “Trust your device.”

If you choose to trust your device:

• You will not need to enter a code every time you log in on that device for 90 days.
• You may still be asked to verify your identity from time to time for security reasons.
• You may also need to verify your identity if you clear your browser cookies or re-install the MyChart app.

Tip: To reduce how often you use 2FA each time, use the MyChart app and sign in with your fingerprint or Face ID.

I did not receive a verification code. What should I do?

If you do not receive a verification code, select “Resend Code.” If you still do not receive it:

• Make sure your email address or mobile phone number is correct in MyChart.
• Search your email inbox for “MyChart Verification Code.”
• Wait a few minutes and try again.
• Check your inbox, including the spam or junk folders.
• Check the spam or junk folders in the messages app on your mobile phone.
• Consider using another 2FA method.
• Contact MyChart Support at 1-855-725-6302 or mychart@myatlasalliance.ca for help.

A verification code was sent to me, but I did not try to log in. What should I do?

If you receive a verification code that you did not request, do not share the code with anyone. For your security, reset your MyChart password immediately and contact MyChart Support at 1-855-725-6302 or mychart@myatlasalliance.ca for assistance.

If you have used the “Trust Device” feature, you can also review the devices that have access to your MyChart account:

• Select your profile picture or initials in the top right corner.
• Select Account Settings.
• Select Device Management.
• Select Remembered devices.
• Review the list of devices and remove any you do not recognize by selecting “Forget Device.”

My MyChart account is locked after too many failed sign-in attempts. What should I do?

If you enter the wrong password or verification code too many times, your MyChart account may be locked for security reasons. Please contact the MyChart Support to unlock your account. 

Who can use SMS 2FA?

You can use SMS 2FA if:

• You have a mobile phone number in your MyChart account.
• Your mobile number has been verified in MyChart.

How does SMS 2FA work?

When you sign in to MyChart, you may be asked to verify your account.

• A one-time verification code is sent to your mobile phone by text message (SMS).
• Enter the code when prompted.
• Once the code is verified, you can securely access your MyChart account.

How do I verify my mobile number in MyChart?

To receive verification codes by text message (SMS), make sure your mobile phone number is correct and up to date in MyChart.

To check or update your number:

• Log in to your MyChart account.
• Go to Personal Information.
• Review your contact information.
• Add or update your mobile phone number.
• Save your changes.

You can verify your mobile phone number through any of the following:

• The Personal Information section.
• In Account Settings> Notifications>Communication Preferences.
• A banner displayed on the MyChart homepage when you log in.

Does SMS 2FA work with international phone numbers?

No. Verification codes can only be sent to Canadian mobile phone numbers. If you have an international phone number, update your contact information with a Canadian phone number in MyChart or contact MyChart Support at 1-855-725-6302 or mychart@myatlasalliance.ca for assistance.

Will I be charged for text messages (SMS)?

Standard text messaging rates may apply, depending on your mobile phone plan and service provider. Please check with your mobile service provider if you have questions about messaging charges. Please see the terms and conditions for more advice.

Can I log in more quickly and securely using the MyChart app?

Yes. The MyChart app is the fastest and most secure way to access your account on a mobile device. The app supports features such as Face ID and fingerprint login, which can make signing in easier and more convenient.

To download the free MyChart app:

• Open the App Store (iPhone) or Google Play Store (Android).
• Search for “MyChart” by Epic.
• Download and install the app.
• Open the app.
• Search for your organization’s name, or select Atlas Alliance, and tap to connect.
• Log in using your MyChart username and password.

Once you are in, your device may prompt you to enable Face ID or fingerprint login. If you choose to enable these features, you may be able to sign in more quickly in the future.

How do I use email 2FA?

When you log in, MyChart will send a 6-digit verification code to your email address. Check your email inbox, find the message containing the verification code and enter the code on the MyChart login screen when prompted. 

How do I use an authenticator app for 2FA?

If you are unable to use text message (SMS) or email verification, you can use a free app that generates codes on your phone, even without internet access. Common authenticator apps include Google Authenticator, Microsoft Authenticator, Authy or the built-in app on your phone
To set up an authenticator app:

• Download an authenticator app from your phone’s app store.
• Sign in to MyChart.
• Go to Two-factor Authentication setting.
• Select the authenticator app.

If you are setting this up on your computer:

• A QR code will appear on the screen.
• Open your authenticator app and scan the code with your smartphone camera.
• Follow the prompts to complete setup.

If you are setting this up on your phone:

• Select “Show Secret Key” instead of using the QR code.
• Copy the secret key displayed on the screen.
• Open your authenticator app and add a new account.
• Paste or enter the secret key when prompted.

Once setup is complete, your authenticator app will generate a 6-digit verification code that you can use when signing in to MyChart each time.

I cannot scan the QR code with my phone. What should I do? 

• If you are setting up 2FA from your phone, use the “Show Secret Key” option instead of the QR code.
• Copy and paste the key into your authenticator app to finish the 2FA setup.
• This will allow you to complete the setup without scanning the QR code.

Can I schedule an appointment through MyChart?

Some patients who use MyChart now have the option of scheduling their next clinic appointment. At this time, this option is available to some patients in clinics that are part of our pilot project to see if the improvements we are making are working well. If the improvements are working well, this option may be available to more patients in the future.

How does scheduling an appointment through MyChart work?

Once your doctor creates an appointment order and enters it in the system, you will receive an email notification. You can log into MyChart, view the appointment details, and choose a convenient time using the search tools provided.

After confirming your personal information, you can complete the appointment by clicking “Schedule it.” Confirmation of your scheduled appointment will be visible under the ‘Visits’ tab in MyChart.

Is there a waitlist I can join if I want an earlier appointment?

Yes. You can opt to join a waitlist when you schedule an appointment. If an earlier spot opens up due to a cancellation, MyChart will notify you.Yes. You can opt to join a waitlist when you schedule an appointment. If an earlier spot opens up due to a cancellation, MyChart will notify you. 

How do I schedule the new appointment that was offered to me via the waitlist?

When you are on the waitlist and a new appointment becomes available, MyChart will send you a notification. You can see the new appointment details and expiration by clicking on this notification and signing into MyChart. If the new time suits you, click ‘accept new time’ to confirm, and your original appointment will be automatically cancelled. If it doesn’t work, select ‘keep existing time’ to keep your original appointment.

What is pre-registration?

Pre-registration in MyChart allows you to register online one week prior to your visit. Registration options, such as updating your health problems, medications, allergies, emergency contacts, family physician, as well as fill out any pre-visit questionnaire, appear on the Appointment Details page for upcoming appointments.

Pre-registering for your appointment online will make it faster for you to check-in when you come to the clinic. Providing your up-to-date information during pre-registration ensures that your health record is accurate and complete. This allows us to focus more time on your health concerns during your visit.

What are appointment and case (procedure) text messages?

ou can choose to receive text messages to help you keep track of upcoming appointments and procedures with Atlas Alliance organizations.

When you receive a confirmation message, you can reply to let your care team know that you plan to attend. The message will come from the five-digit number 28527.

You cannot use these messages to cancel or reschedule an appointment or procedure, ask questions or send personal health information. If you do not reply, your appointment or procedure will remain scheduled.

What will the text message look like?

The message will come from 28527 and identify the Atlas Alliance as the sender. You may want to save this number in your contacts.

The message will include instructions for confirming your appointment or procedure.

How do I confirm my appointment or procedure?

Follow the instructions in the text message. You may be asked to reply with a word or number, such as YES or 1.

Reply using only the word or number shown in the message.

Will I receive a message after I confirm?

Yes. After you confirm, you will receive another text message letting you know that your appointment or procedure has been confirmed.

If you cannot confirm by text, contact the clinic directly.

What should I do if my reply does not work?

Check the instructions in the message and try again.
When you reply:

• Use the word or number shown in the message.
• Do not add other words, punctuation or emojis.
• Reply from the same phone that received the message.

Can I cancel or reschedule by text message?

 No. You can only use the text message to confirm that you plan to attend.
To cancel, reschedule or ask a question, contact the clinic directly at the phone number provided.

What happens if I do not reply to confirm?

Your appointment or procedure remains scheduled unless you communicated directly with the clinic.

Contact the clinic if you are unsure about the status of your appointment.

Can I confirm more than one appointment?

If you have more than one appointment on the same day, you may receive one message asking you to confirm all of them. Follow the instructions in the message.

If you have more than one appointment on the same day, you may receive one message asking you to confirm all of them. Follow the instructions in the message.

How do I start receiving confirmation text messages? 

You must agree to receive text messages before the Atlas Alliance can send them to you.
You can:

• Text START to 28527.
• Turn on text messages in your MyChart communication preferences.
• Ask registration or clinic staff to update your preferences.
• Contact MyChart Support.

Do I need a MyChart account?

No. You do not need a MyChart account to receive confirmation messages if you have agreed to receive text messages.

If you have a MyChart account, you can use it to review and update your communication preferences.

How do I stop receiving text messages?

You can:

• Text STOP to 28527.
• Update your communication preferences in MyChart.
• Ask registration or scheduling staff to update your preferences.
• Contact MyChart Support.

Texting STOP to 28527 stops both appointment and procedure confirmation messages from the Atlas Alliance.
If you use text messages to verify your identity when signing in to MyChart, you will continue to receive those security codes.
Choosing not to receive text messages does not cancel your appointments or procedures.

What if I stopped the messages by mistake?

Text START to 28527 to begin receiving messages again. You can also update your communication preferences in MyChart. 

Will I be charged for the text messages?

There is no fee from the Atlas Alliance for these messages. Standard text message or data charges from your mobile service provider may apply. 

Will I receive messages in my preferred language?

If your preferred language is selected in Epic during registration or check-in is available for these messages, you will receive them in that language. If a translation is not available, the message will be sent in English.
Languages offered: English, Arabic, Danish, German, Spanish, Finnish, French, Dutch, Portuguese, Russian, Swedish, Tagalog, Vietnamese, and Chinese (Simplified).

What should I do if my telephone number changes?

Update your telephone number:

• In the Personal Information section of MyChart.
• By contacting your clinic or hospital.
• By contacting MyChart Support.

You will need to agree to receive text messages at your new number.

Why did I receive a message for someone else?

You may receive a message for someone else if:

• You are their parent, legal guardian or authorized MyChart proxy.
• Your telephone number was added to their health record by mistake.
• The telephone number in their health record is out of date.

Do not share or forward the message. If you think you received it by mistake, contact the clinic so the patient’s information can be updated.

How is my personal information protected?

Confirmation messages contain limited information about your appointment or procedure. Do not forward the message or share its contents with others.

Text messages will contain only the minimum information necessary to help you confirm your appointment or procedure. To protect your privacy, detailed health information will not be included in text messages.

The Atlas Alliance will never ask you to provide your password, banking information, credit card information, or personal health information by text message. If you receive a message requesting this information, do not respond.

Because text messages may be viewed by anyone with access to your mobile device, please do not forward messages or share their contents with others.

Will I still receive automated telephone calls?

Depending on the organization in the Atlas Alliance, you may receive an automated telephone call, a text message or both, depending on the type of appointment and your communication preferences.

Stopping text messages does not stop automated telephone calls.

What happens if I manage another patient’s MyChart account?

If you are a parent, legal guardian or authorized MyChart proxy, you will receive SMS reminders if the underlying account does, i.e., their communications preferences are what controls communication. Your personal account has separate preferences.

Who should I contact if I need help?

For questions about your appointment or procedure, contact the clinic using the telephone number in your appointment information.

For help with MyChart or your communication preferences, contact MyChart Support.

Do not send personal health information by text message