myCHP Frequently Asked Questions

Pediatric Proxy FAQs

What is myCHP?

Children's Hospital of Pittsburgh of UPMC makes it easy for you to manage your child's health information online with myCHP. Children's health portal is a free service that provides online access to your child's health information anytime, anywhere with a computer, tablet, or smart phone.

With myCHP you can:

  • request prescription renewals
  • request an appointment with a Children’s specialist
  • view test results from clinic and hospital visits
  • send a secure message to a Children’s specialist
  • view and print clinical discharge summaries and instructions
  • view immunization, allergy, and health history
  • view upcoming appointments
  • access and download patient forms
  • What do I need to use myCHP?

    You are eligible to participate if you:

  • are 13 years of age or older and/or have been granted proxy access for your child
  • have access to, and are comfortable using, the Internet
  • Is there a fee to use myCHP?

    There is no cost to you to participate at this time.

    How do I sign up?

    Parents, legal guardians, and patients must sign-up in person during a hospital stay or a clinic visit at Children’s main campus or at an outreach location. You will be asked to provide an email address and complete a consent form. An email will be sent with instructions for creating your username and password. For questions or issues, please call the myCHP Support Line at 1-877-621-8014.

    Why do I need to answer personal questions in order to receive amyCHP account?

    Children’s Hospital of Pittsburgh of UPMC takes extensive precautions to protect the health information and identity of our patients. Answering personal questions are required to ensure an accurate identity for a patient account.

    Why do I need to have an email address to use myCHP?

    An invitation to set up your myCHP account is sent via email only. Also, notification is sent to your email address when new information is available in your myCHP account.

    Which doctors are currently participating in myCHP?

    All physicians and departments at Children’s Hospital of Pittsburgh of UPMC will participate in myCHP by December 31, 2013. If you would like to find out if your doctor currently participates, please ask your health care team or call your doctor's office today.

    I lost my email invitation, let it expire, or did not receive it. Can you issue me another one?

    Please call the myCHP Support Line at 1-877-621-8014.

    My email invitation does not work. What should I do?

    For your security, your email invitation expires after 90 days. If you still have difficulties, please call the myCHP Support Line at 1-877-621-8014.

    How can I deactivate my myCHP account?

    To deactivate your myCHP account, please call the myCHP Support Line at 1-877-621-8014.

    I forgot my password. What should I do?

    To reset your password, click the "Forgot password?" link on the log-in page and follow the prompts. You can also request a new password by calling the myCHP Support Line at 1-877-621-8014.

    How do I update my personal information (change my home address, phone numbers, insurance, provider, etc)?

    To update your information, click the settings icon in the top right navigation area and select “Patient Info” from the dropdown. Update your information in the appropriate text boxes.

    I received a "You have new information in myCHP" alert in my email account. What does this mean?

    You received this alert because you have a new message from your health care team.

    When do my test results become available in myCHP?

    Certain test results are automatically released to your myCHP account within 36 hours of finalization.

    How do I view my test results in myCHP?

    You can access your test results by logging into myCHP and clicking "Health Record" in the top navigation menu and then clicking the “Test Results” link. Click the name of the test to display your results.

    Some of my medical information is not correct in myCHP. What should I do?

    Your myCHP information comes directly from your electronic medical record. If you believe any information is incorrect, please contact your health care team.

    If I send a message to my doctor's office, when can I expect a reply?

    Expect a response within 2 business days. Remember that your message will become a permanent part of your medical record. Do not include any information that you would not want to be part of your medical record. If you have an urgent or emergency medical matter, either dial 9-1-1 or go to the closest hospital emergency department.

    Can I gain proxy access to view my child’s health record in myCHP?

    Parents and legal guardians may request pediatric proxy access to a child’s account from birth to age 13. Patients age 13 and up are eligible for their own myCHP account and will determine proxy access for parents/legal guardians. At age 18, proxy access is automatically discontinued.

    How can I discontinue proxy access?

    You can discontinue the access someone has to your myCHP account by contacting your health care team or calling the myCHP Support Line at 1-877-621-8014.

    Can my spouse and I share one myCHP account?

    We require that each parent have their own myCHP account due to the sensitive nature of medical information.

    Why am I no longer able to see my child's health information?

    If you no longer are able to view your child’s health information, your proxy access may have been terminated. Proxy access to a child’s myCHP account is automatically discontinued when the child turns age 13 and again at age 18. When your child turns age 13 and age 18, he or she is eligible for their own myCHP account, but may consent to provide parents or legal guardians with proxy access.

    Can I limit the information my parent/guardian can access?

    If a parent or legal guardian has been granted proxy access to your myCHP account, they have full access to your online health information. However, under Pennsylvania law you can decide if your parent/legal guardian can see the information about care you receive for the conditions listed below, but Children’s does not block this information from the myCHP portal. If you do not want your parent/legal guardian to see information about these four conditions, then you should not consent to proxy access.

    • Sexually transmitted diseases
    • Birth control, pregnancy or family planning
    • Outpatient care for substance abuse
    • Outpatient care for mental illness

    Can I schedule an appointment for a doctor's visit in myCHP?

    myCHP allows you to submit a request to schedule an appointment. Your newly scheduled appointment will be available to view in the “Appointment” section of the portal.

    If I need to see my doctor for something urgent, should I use the online appointment request?

    No. myCHP is not designed for medical emergencies or immediate contact with a physician. If you have an urgent or emergency medical matter, either dial 9-1-1 or go to the closest hospital emergency department.

    I would like to schedule an appointment, but I don't see the doctor listed.

    From the top navigation menu, select "Appointments," followed by "Request Appointment." In the "Send request to" drop-down menu, select "Other.”

    Can I request an appointment for a lab test or radiology procedure?

    This feature is not currently available through myCHP. Please contact your health care team to schedule a lab or radiology appointment.

    When will I be given a confirmation regarding my appointment request?

    Your newly scheduled appointment will be available to view in the “Appointment” section of the portal.

    How can I view my upcoming appointment times in myCHP?

    You can view the details of your upcoming appointment by selecting “Appointments” from the top navigation menu followed by “View Upcoming Appointments.”

    How can I cancel my doctor's appointment in myCHP?

    You can submit a cancellation request up to 72 hours before the scheduled appointment by clicking the cancel appointment link next to the scheduled appointment. If the appointment is sooner than 72 hours, please contact your health care team.

    How is myCHP secure?

    We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure email invitations, usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Unlike conventional email, all myCHP messaging is done while you are securely logged on to the portal.

    What is your Privacy Policy?

    Follow this link to view UPMC's Notice of Privacy Practices.

    I was logged out of myCHP, what happened?

    We aim to protect your privacy and the security of your information. While logged intomyCHP, if your keyboard remains idle for 30 minutes, you will automatically be logged out. We recommend that you log out of myCHP if you need to leave your computer for any period of time.

    Whom do I contact if I have further questions?

    Please call the myCHP Support Line at 1-877-621-8014.

    What is a proxy?

    • A proxy is a person authorized to act on behalf of someone else.
    • The proxy feature from myCHP allows authorized parents/legal guardians access to the health information of patients whose health they are responsible for monitoring. Proxy access permits you to do the following:
      • Request appointments for health care services, on the patient’s behalf, with any UPMC health care provider participating in myCHP.
      • View all medical information available in myCHP.
      • Communicate via myCHP, by phone, or in person with any UPMC health care providers participating in myCHP regarding tests, treatments, medications, patient advice, and administrative tasks.
      • Communicate via myCHP with UPMC’s billing office regarding bills on the patient’s behalf.

    What other features does myCHP offer that would be beneficial in managing a patient’s health care?

    • Request, view, or cancel appointments on behalf of the patient
    • Request prescription renewals
    • Send secure messages to their health care team
    • View the patient’s problem list, allergies, medications, and immunizations
    • View select test results

    I am a parent/guardian, how do I request proxy access to my child’s health information?

    • You may request a proxy form during the registration process for an outpatient visit or a hospitalization for a child from birth to age 12.
    • If your child is age 13 to 18, your child must sign a proxy consent form in order to grant proxy.
    • Please note: If you have more than one child, a separate proxy request form must be submitted for each child.

    Is there an age requirement for proxy?

    Yes, proxy is available for parents from the birth of their child until their child’s 13th birthday. At age 13, your child must sign a proxy consent form in order to grant proxy.

    Will my proxy access expire?

    At age 13 and again at age 18, access to your child’s health record using myCHP will be automatically terminated by law for privacy reasons.

    Can Children’s Hospital of Pittsburgh of UPMC close my account or revoke my proxy access?

    Access to myCHP is provided by Children’s Hospital as a convenience to its consumers and is not a substitute for accessing medical records. Children’s has the right to deactivate proxy access to the myCHP account at any time and for any reason, without explanation. You can access your child’s medical records, as permitted by law, through Children’s Hospital’s medical records department.

    What is the recommended Internet connection and web browser?

    Although faster Internet connections like DSL or cable modem are preferred, you may also use a dial-up connection to access myCHP. When using dial-up, please allow the pages to load completely and the system to finish processing before completing the next question or section of the application. Recommended web browsers include Internet Explorer version 8.0 or greater, Chrome, Firefox, or Safari. Note: Pop-up blockers, web security applications, and firewalls can impact myCHP. If you are encountering issues, please set your browser to the default settings and temporarily disable pop-up blockers and other security applications.

    Is there a difference between myCHP and My UPMC?

    myCHP and My UPMC are separate health portals. myCHP is exclusively for patients who are seen at Children’s Hospital. Please note, it does NOT include your child’s health information from Children’s Community Pediatrics. Children’s Hospital uses its own electronic medical record system (called Cerner) while UPMC and the CCP practices use a different system (called Epic). My UPMC includes health information for most UPMC adult services and the CCP practices only - it does NOT provide access to medical information from Children’s Hospital at this time, only certain appointment information.

    We are working to create a single sign-on service for myCHP and My UPMC, for the convenience of our patients and families, but that project is far into the future.