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Frequently Asked Questions

As UI Health transitions to a new electronic health record system, you may notice incomplete information in your medical record. Know that we are actively entering medical information into our system, and some information may not be viewable until after your next visit with your provider.

Below are answers to some of the common questions you might have while we are integrating the new system.

  1. How do I signup for MyChart? I'm having trouble registering for MyChart.
    Click here for detailed instructions for signing up.
  1. Why can't I see my previous medical information (labs, after-visit summaries, etc.)?
    We still are actively entering medical information into our new system. When this process is complete, you should be able to see lab results (going back five years) and previous after-visit summaries. ​You still can view old results in our former Patient Portal, but previous messages are not available.
  1. Why is my primary care physician listed incorrectly?
    Sometimes your insurance may have the wrong physician listed, and that can make our data inaccurate. Other times, it just needs to be updated. Please make sure to remind your physician at an upcoming appointment so they can update MyChart. Please also contact your insurance provider to make sure they have your correct physician on file.
  1. Why don't my medications show up? How can I add them?
    During your next appointment, your physician will confirm the medications you currently are taking. You then will be able to view these in MyChart.​ Your medications are not active in MyChart until you have had a visit and your physician has confirmed that the list is correct. Once that happens, you will be able to see your medication list in MyChart.
  1. How can I request medication refills?
    During your next appointment, your physician will confirm the medications you currently are taking. ​You will not be able to directly request a refill from the medication list until your physician confirms your medications with you. Your pharmacy also should be sending refill requests directly to your providers. This is the most efficient way to refill your medications.
  1. How can I stay logged in, so I don't have to enter a login and password every time?
    Patient privacy and security are top priorities at UI Health. To help ensure you have a secure experience when using MyChart, you will be asked to confirm your identification through 2-Factor Authentication (web only), and you won't be able to stay logged in. If you are using the MyChart App on a smartphone or tablet, a quick alternative to entering your login information is to utilize the device's secure facial or fingerprint recognition (TouchID, FaceID) for faster login.
  1. How do I get my old records? ​
    There are two ways you can access old records:
    1. Log in to our former Patient Portal (Note: You will only be able to view old records, not make any changes.)
    2. Contact Health Information Management (HIM):
      Phone: 312.996.3350
      Hours: 8 am to 4 pm, Monday–Friday
      Address:  Admitting Department, 1740 W. Taylor St., Suite 1100, Chicago, IL 60612