MyCHP Frequently Asked Questions

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.

Whom do I contact if I have further questions?

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

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.

Which doctors are currently participating in MyCHP?

Most physicians and departments at UPMC Children's Hospital of Pittsburgh participate in MyCHP. 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.

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.

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 MyUPMC?

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

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 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.

Is there an age requirement for proxy?

Yes, proxy is available for parents from the birth of their child until their child's 18th birthday. At 18, your child must sign a proxy consent form to grant proxy.

Will my proxy access expire?

At age 18, access to your child's health record using MyCHP will be automatically terminated by law for privacy reasons.

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

Access to MyCHP is provided by UPMC Children's as a convenience to its consumers and is not a substitute for accessing medical records. UPMC 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 UPMC Children's medical records department.

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, for patients age 13-17, proxy access is automatically modified to a limited view.

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 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 18. Under Pennsylvania law, when your child turns age 13, he or she is eligible for their own MyCHP account, and proxy access is automatically modified to a limited view.

How do I sign up?

Parents, legal guardians, and patients may enroll online:

Enroll proxies of patients age birth to 17 years.
Enroll patients age 13 to 17 years.
Enroll proxies of patients age 18 years and older.
Enroll patients 18 years and older. To complete the online enrollment form, you will need your Medical Record Number (MRN) and the last four digits of your social security number.

Parents, legal guardians, and patients may also sign-up in person during a hospital stay, at a clinic appointment, or by visiting the UPMC Health Plan Connect Service and Sales Center at your local mall. You will be asked to provide an email address and complete a consent form. An email will arrive with instructions for creating your username and password.

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

UPMC Children’s Hospital of Pittsburgh 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.

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.

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. Requested changes will not be reflected immediately.

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.

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?

I was logged out of MyCHP, what happened?

We aim to protect your privacy and the security of your information. While logged into MyCHP, 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.

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.

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.” Not all upcoming appointments display in MyCHP.

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.

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

What is a video visit?

MyCHP video visits allow you to meet with the health care team through a video conference.

How does a video visit appointment work?

You will use the camera on your phone or computer to see both yourself and your child as well as the health care team on the screen. The visit will be like an in-person visit where you can both ask and answer questions. Providers can also order prescriptions and therapies just as they do now.

Do I need a MyCHP account to attend a video visit?

You will need a MyCHP account to attend the video visit with the specialist from UPMC Children’s Hospital of Pittsburgh. If you do not have an account, see the “How do I sign up?” section on the MyCHP homepage.

How do I access the upcoming video visit?

To attend using a desktop or laptop, login to MyCHP using Edge Chromium or Google Chrome. Internet Explorer is not recommended, but it can be used after installation of a plug-in.

Can I test my connection before the video visit?

Within 24 hours of the appointment, login to MyCHP then navigate to the Upcoming Appointments section. Click the “Test your connection.” link above the upcoming appointment. Follow the steps on the screen.

How do I start the video visit?

You can login to the video visit up to 30 minutes prior to the appointment.

From within the Upcoming Appointments section, click Join Now.

You will be in a virtual waiting room until the health care team starts the visit. Please know that just like a regular visit, the provider may not join right at the scheduled time of the appointment. They will join as soon as they can.

Why can’t I just use Skype or FaceTime like I do with my family?

Using MyCHP protects your private information.

Tips for a successful visit:

Login 5-10 minutes ahead of your appointment.
Make sure your device is fully charged.
Have a strong internet connection.
Avoid an area that is too bright or too dark.
Patient should wear loose-fitting clothing in case the health care team would like to look at an incision or body part.
Make sure you are in a private and safe area (e.g. do not drive during the appointment).
Use the largest screen you have available to you (laptop or tablet preferred over phone).
Keep the device at eye level.
If accessing on the mobile app, close all other apps.

*Please note that if using cellular data, you may be subject to charges from your wireless carrier.

When do my lab test results become available in MyCHP?

Certain lab test results are automatically released to your MyCHP account upon finalization. Not all lab test results are available in MyCHP.

How do I view my lab 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.

How do I view MyCHP results in Spanish?

You can access the translated version of MyCHP by selecting “Español (Estados Unidos)” on the login page or the homepage. At this time, certain information is not available in Spanish.

When do my radiology test results become available in MyCHP?

Certain radiology test results are automatically released to your MyCHP account within 7 days of finalization. Not all radiology test results are available in MyCHP.

How do I view my radiology test results in MyCHP?

You can access your radiology test results by logging into MyCHP and clicking "Health Profile" in the top navigation menu and then clicking the "Radiology Results" link. Click the name of the test to display your results.

How do I view MyCHP results in Spanish?

You can access the translated version of MyCHP by selecting “Español (Estados Unidos)” on the login page or the homepage. At this time, certain information is not available in Spanish.