Your Guide to MyChart

On this page:

MyChart is a free, secure website and mobile application you can use to access information from your medical records and review and update other important information.

Log in to MyChart

Pay your hospital bills in MyChart

Starting May 27, the default bill delivery method for hospital bills and physician bills available in MyChart will change from paper to paperless.

This supports our sustainability efforts by reducing paper use, while making billing more efficient, reliable, and convenient for patients.

You can now pay your hospital bills right in MyChart — no need to call or visit the Finance Department.  Just log in to your MyChart account or use the new “Pay as Guest” option.  Paying your bills is now simpler and faster. 

Why pay your bill through MyChart?

  • Secure: Your payment information is kept safe with special protection. Your credit card information is never stored in MyChart or at The Ottawa Hospital.
  • Convenient:  Check your balance, see past payments and download receipts for insurance or tax purposes — all in one place, anytime.
  • Flexible: You can choose how and when you want to pay.

Log in to MyChart and start managing your bills today!

For more information, visit the FAQ section.

When patients use MyChart, they 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

Features

With MyChart, you can:

  • See the details of future appointments and pre-check-in for them.
  • Receive appointment reminders.
  • View after-visit summaries.
  • Have instant access to finalized test results.
  • View most notes from your doctor.
  • Download letters from your doctor that you have asked for (such as a note to miss work or school).
  • Answer questionnaires from the comfort of your own home.
  • Update your medication, allergies and other health issues.
  • Manage a loved one’s care.
  • Review your health insurance information.
  • Review bills that need to be paid.
  • Make changes to your personal information. 

Log in to MyChart

In an emergency

Do not email your hospital or health-care provider. Please call 9-1-1. 

Updated patient email policy

If you have an email address on file through your patient chart in our electronic health record system, you may be contacted by the hospital about test results, medical advice, appointment confirmations or patient surveys. If you would like to opt out of these emails, you can do so through the following options:

Update your Communications Preferences in your MyChart settings, or contact us:

613-798-5555 ext. 77219

mychart@toh.ca

Your email will remain private and may only be used for communicating information regarding your health and/or patient experience. 

Two older adults sitting on a couch, looking at a laptop together. One person is pointing at the screen.
Icon Globe

Accessing MyChart outside of Canada

If you are accessing MyChart from outside Canada, please be advised that your personal health information may be transferred over and maintained on computer servers outside of Canada where the privacy laws may not be as protective. 

User guide

Are you new to using MyChart? In this video, you will learn how to navigate various features and customize your homepage to help you find important health information more easily.

Features covered include: creating homepage shortcuts, how the search and navigation features help you quickly find information, how to use the Health Feed, and where to find your billing summary.  

Log in to MyChart

Frequently asked questions (FAQs)

General

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

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.

Reviewing information on MyChart also helps to make sure their health information is correct, which reduces errors in their health record. 

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.  

Set up

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. 

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.
  • 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.

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. 

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. 

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. 

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.  

  1. In your web browser, search for Epic MyChart to access the login page.
  2. Enter your MyChart username and password and click Sign In.

Scheduling 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. 

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. 

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. 

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. 

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.

Your health record

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: The Ottawa Hospital, Hawkesbury and District General Hospital, Renfrew Victoria Hospital, St. Francis Memorial Hospital, The Ottawa Hospital Academic Family Health Team, The University of Ottawa Heart Institute, The Group Health Centre in Sault Ste. Marie, Kemptville District Hospital, Deep River & District Hospital, and The 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.

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. 

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

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. 

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. 

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.

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. 

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.

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. 

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. 

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. 

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. 

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

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. 

Billing

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.

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

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.

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. 

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.

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 Finance Department at 613-761-4444 ext. 2 to discuss arrangements available to you. 

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

Receipts are available under the Billing Documents tab in MyChart. You can view your payment history and download receipts for any completed transactions. If you’ve opted into paperless billing, you’ll receive an email notification when new statements are available. 

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. 

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 pay my bill page on The Ottawa Hospital website. 

You can choose from several payment options:  

  • Pay online through MyChart using a credit card.  
  • Pay by e-transfer: Type aretransfer@toh.ca as the recipient. Write your eight-digit Medical Record Number (MRN) in the comment box (you can find your MRN on the top right of your hospital bill). Do not set a password.  
  • Pay through your online banking:  Add  “The Ottawa Hospital” as a new bill payee. Use your eight-digit MRN as the account number.   
  • Pay in-person at your bank: ask the bank clerk for assistance to set up the transfer.  
  • Pay by phone with a credit card: Call 613-761-4444 and press 2 during business hours (Monday to Friday, 8 a.m. to 4 p.m.).  
  • Pay by mail: Send a cheque to Accounts Receivable c/o The Ottawa Hospital 1053 Carling Avenue, 6th Floor Finance Dept., Ottawa, ON K1Y 4E9 Box 814. 

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

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.  

IMPORTANT: For security reasons, please do not email  your credit card number. 

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. 

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

Sharing MyChart access

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. 

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. 

Security and privacy

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. 

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. 

Video visits

Research studies

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. 

Troubleshooting

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. 

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. 

The Atlas Alliance is currently working to make payments through MyChart possible. Until then, please contact your organization’s finance department for more information or to make a payment. 

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. 

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

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. 

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.

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

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.

If you need technical help to use MyChart on your computer or mobile device, or you have any questions, contact our MyChart staff at one of these locations: 

Group Health Centre

705-253-2273

Hawkesbury and District General Hospital 

613-632-1111 ext. 41817

mychart@hgh.ca

Renfrew Victoria Hospital 

613-432-4851

mychart@renfrewhosp.com

St. Francis Memorial Hospital

613-756-3044

mychart@sfmhhosp.com

The Ottawa Hospital 

613-737-8800 

 mychart@toh.ca

The Ottawa Hospital Academic Family Health Team

613-737-8800 

mychart@toh.ca

University of Ottawa Heart Institute

613-696-7020 

epicmychart@ottawaheart.ca

MyChart support

The Ottawa Hospital

613-737-8800

mychart@toh.ca

Hawkesbury and District General Hospital 

 613-632-1111 ext. 41817

mychart@hgh.ca

Renfrew Victoria Hospital

 613-432-4851

rvh.mychart@renfrewhosp.com

St. Francis Memorial Hospital

613-756-3044

mychart@sfmhhosp.com

University of Ottawa Heart Institute

613-696-7020 

epicmychart@ottawaheart.ca

Group Health Centre

705-263-2273

Deep River and District Hospital

613-584-3333 ext. 7150

cara.mcguire@drdh.org

Kemptville District Hospital

613-258-6133 ext. 205

mychartkdh@kdh.on.ca

Winchester District Memorial Hospital

613-774-2422 ext. 6751

mychart@wdmh.on.ca

Finance departments

The Ottawa Hospital

613-761-4444 ext. 14444

accountsreceivable@toh.ca

Hawkesbury and District General Hospital 

613-632-1111 ext. 41903

accountreceivable@hgh.ca

Renfrew Victoria Hospital

613-432-4851 ext. 800

finance@renfrewhosp.com

St. Francis Memorial Hospital

613-756-3044 ext. 226

finance@sfmhosp.com

The Ottawa Hospital Academic Family Health Team

613-798-5555 ext.16987

TOHAFHT@toh.ca

University of Ottawa Heart Institute

613-761-4444 ext. 14444

Accountsreceivable@toh.ca

Group Health Centre

705-759-5511

Deep River& District Hospital

613-584-3333 ext. 7113

accrec@drdh.org

Kemptville District Hospital

613-258-6133 ext.145

ar@kdh.on.ca

Winchester District Memorial Hospital

613-774-2420 ext. 6809

billingoffice@wdmh.on.ca