Patient Login

Frequently asked questions about MyChart

I am not able to access my password, or my password no longer works.

If you cannot remember your password, your password no longer works or you have too many unsuccessful log in attempts, you will need to reset your password. Please call your clinic to speak to a team member about getting your password reset.

My activation code does not work on the app or website.

Your activation code has probably expired. Activation codes are only good for 30 days. If your code has expired, please call your clinic to start the process to get a new one. You can get your new activation code via email, in the mail, or in person at a clinic. New activation codes cannot be given over the phone.

I want to send a message to my care team, and do not see my provider listed.

MyChart displays information from the day of enrollment, forward. If you enrolled in MyChart before your appointment, your provider should be on your list of provider options in MyChart. If you enrolled in MyChart after your appointment, your provider will be added to your list of care team members after your next appointment.

Neighborcare MyChart is not able to send messages to medical assistants, dental hygienists, front desk staff, eligibility specialists, interpreters, providers filling in from another location and other non-medical/dental support staff.

I want to create a MyChart account on behalf of my son/daughter/adult family member/differently-abled adolescent.

If you would like to represent someone else on MyChart, also called a proxy, you will need to fill out the appropriate forms in order to receive access to their medical information. As a proxy, you will first need to set up your own MyChart account; anyone you are representing will have their own tab within your account. Please call your clinic to learn more about what forms need to be completed to become a proxy.

Patients are not encouraged to share user names and passwords with anyone. Sharing login info can lead to misinformation being shared in their medical chart. Abuse of information in MyChart can lead to termination of access.

I’m a proxy for my child, and their MyChart tab disappeared from my account.

MyChart will automatically remove any adult proxy at midnight of the child’s 12th birthday. MyChart proxy accounts are deactivated for children aged 12 and older, because in Washington state there are health care services this age range can legally consent to on their own. 

There are exceptions to the rule, such as adolescent patients that are developmentally impaired or differently-abled, or an emancipated teen. For teens that are developmentally impaired, their primary care provider will determine if it is appropriate for you to continue acting on their behalf. Emancipated teens must be able to prove their emancipation with the correct paperwork.

I can’t find my lab results.

Your lab results may not be ready yet, or are still being reviewed by your care team. MyChart will auto-release normal lab results within 72 hours of receiving the results.

If it has been longer than 72 hours and you have not heard from your provider, please send a message to your provider or call you clinic to learn more. Lab results cannon be shared over the phone unless you speak to a registered nurse, physician assistant or physician.

Can I get my full medical record from MyChart?

At this time, you must contact Neighborcare’s Health Information Management department to access your full health care records. The team will safely generate your records and mail them to you.

I have MyChart with another organization. Do I need to create a new account, or can my accounts be linked?

If you have a MyChart account with Country Doctor or King County Public Health, you will not need a new account. Neighborcare, Country Doctor, and King County Public Health share MyChart account access.

If you have a MyChart account with UW Medicine, Swedish Medical Group, Providence, Multicare, Overlake, Evergreen Clinic, or Valley Medical Center, you will need to create a new account with Neighborcare.

Epic calls this functionality “Happy Together.” Organizations around the US can opt in – the function is an additional feature that Neighborcare is excited to be a part of. At this time, only UW Medicine is participating in “Happy Together” within our region.

How to link accounts:

Step 1 – Log into your Neighborcare Health MyChart account.

Step 2 – Click Profile and then click Link My Accounts

Step 3 – After the page loads, scroll down until you see a Search box. Use the Search box where you can look up their other MyChart organizations. Please follow the prompts to link your records.

• At this time only UW Medicine is opted into “Happy Together” within our region.

Step 4 – If you want to be able to see your NCH MyChart from a different organization’s MyChart, you must log in separately to that account, and link it to your NCH MyChart from there.

I want to make a payment, but I’m having an issue with my payment method or my bill.

Please contact Neighborcare Health Patient Billing services at 206-548-3100 or email patientbilling@neighborcare.org. Learn more about patient billing.

How do I update my email address and user name in MyChart?

Please call or visit a clinic to make changes to your information in MyChart.

• Note: a new user name will need to be updated and resaved in your web browser if you want to log in automatically in the future.

I see a bunch of computer coding when I try to log in to MyChart.

Your web browser may be out of date, or you are using Internet Explorer. MyChart functions best with Google Chrome or Mozilla Firefox.

I have a MyChart account with another organization set up on the app on my phone. How do I switch to Neighborcare MyChart on the app?

Neighborcare partners with an organization called OCHIN for Epic support. When searching for Neighborcare on the MyChart app, you will need to search for OCHIN as the organization.

How to setup Neighborcare MyChart in the app:

Step 1 - Open the MyChart app on your iphone or android device.

Step 2 - The application will open and you will be presented with a login screen for whatever organization you had previously signed into. At the top of the screen, select the “Switch Organizations” button.

Step 3 - Select the “Add Organization” button.

Step 4 - Search for “OCHIN” and select the "OCHIN MyChart" organization that appears as a search result.

Step 5 - When you return to the login screen, the OCHIN MyChart banner will display across the top. You can now use your Neighborcare login information to access MyChart through the MyChart app.