MyChart Frequently Asked Questions (FAQs)

Patients 12 years of age and older can create their own MyChart account.

For children younger than 12, parents or legal guardians with an existing MyChart account can speak with their child’s care team for access to their child’s health information through MyChart. If a parent or legal guardian does not have an existing MyChart account, they will need to create one first. You do not need to be a patient at Unity Health to create a MyChart account.

There are three ways to sign up for a Unity Health MyChart account.

1. Activation link received through email or text message
   1. Ask for an activation link at your next visit or by contacting the MyChart Support team at 416-864-5494 or mychartsupport@unityhealth.to.
   2. If you have consented to email and/or text message communications, staff can send you an instant activation link. You may also receive an instant activation link in other specific situations (for example, if you have previously consented to email and/or text message communications from Unity Health or you provide this consent during a visit to Unity Health).
   3. You will receive an email or text message notification with a link to complete your Unity Health MyChart account signup. The message will come from noreply@unityhealth.to. The activation link will be valid for 14 days.

Learn more with the How to sign up for MyChart with an Activation Code or Link tip sheet.

2. Printed activation code
   1. An activation code can be printed upon request at your next visit or be found on your After Visit Summary.
   2. Go to https://mychart.unityhealth.to or download the free MyChart app from Google Play or the Apple App Store.
   3. Click ‘Sign up now’ and identify yourself with your code, date of birth and Medical Record Number (MRN). The activation code will be valid for 14 days.

Learn more with the How to sign up for MyChart with an Activation Code or Link tip sheet.

3. Self-sign up (without an activation link or code)
   1. Go to https://mychart.unityhealth.to or download the free MyChart app from Google Play or the Apple App Store.
   2. Click ‘Sign up now,’ then click ‘Sign up online.’
   3. Fill out the required information to create your account.

Learn more with the How to sign up for MyChart without an Activation Link or Code tip sheet.

Contact the MyChart Support team at 416-864-5494 or mychartsupport@unityhealth.to. Your activation code or link expires after 14 days and can only be used once.

Yes, patients without a health card can sign up for MyChart.

No. MyChart is a free service we offer to Unity Health Toronto patients.

As of Nov. 30, 2024, Unity Health is using MyChart by Epic as its patient portal. While they share the same name, this is different from the Sunnybrook MyChart tool used by St. Joseph’s Health Centre and St. Michael’s Hospital from 2017 to 2024.

Unfortunately, Unity Health is not able to convert Sunnybrook MyChart accounts over to the MyChart by Epic patient portal. Unity Health patients need to sign up for the new MyChart by Epic to access their health records. We appreciate that this may be confusing, and we ask for your patience and understanding.

Sunnybrook MyChart is a tool previously used by St. Joseph’s Health Centre and St. Michael’s Hospital from 2017 to 2024 to give patients access to some of their health information.

Patients who used Sunnybrook MyChart will be able to view their previous health information in MyChart by Epic. They will be able to access their encounters, notes and lab results from the last three years and imaging reports (radiology, cardiology and endoscopy—not images) from the previous five years.

Starting Nov. 30, 2024, patients will no longer be able to access new health information through Sunnybrook MyChart. Patients can continue to download or print past health information from Sunnybrook MyChart.

If the information you are seeking is not available on MyChart by Epic or Sunnybrook MyChart, you can contact Health Records to access your information.

MyChart will only show limited information from our Family Health Teams. You can view test results ordered by your St. Michael’s Hospital or St. Joseph’s Health Centre Family Health Teams. This includes test results done at Unity Health Toronto labs and other hospitals, community or public health labs.

All test results will be available in MyChart as soon as they are ready. Contact your health care team if you have questions about test results or how they are released.

MyChart is available in the following languages:

• English
• French
• Simplified Chinese
• Spanish

Only the menu, buttons, legal documents, and Frequently Asked Questions (FAQs) are translated. Medical notes are not translated. To change the language, click the globe icon at the top right corner of the MyChart page.

Learn more and sign up for MyChart, Unity Health’s free patient portal:

• En savoir plus et s’inscrire à MyChart, le portail patient gratuit d’Unity Health.
• 了解并注册 Unity Health 免费患者门户网站 MyChart。
• Conozca más y regístrese en MyChart, el portal para pacientes gratuito de Unity Health.

MyChart allows you to view your health information, such as test results, diagnoses, upcoming appointments. It also gives you more access to clinical notes.

MyChart provides access to a portion of your health record, including test results, visit summaries, and other relevant information. For a full copy of your health record, you will need to submit a request to the Health Records department for your hospital site.

• St. Joseph’s Health Centre 416-530-6047 or ROI.sjhc@unityhealth.to
• St. Michael’s Hospital 416-864-6060 ext. 2169 or ROI.smh@unityhealth.to
• Providence Healthcare 416-285-3666 ext. 4336 or healthrecordsPHC@unityhealth.to

Yes, you can be contacted about opportunities to participate in research through MyChart. You can update your Participation Preferences in the Research Studies section. You do not have to provide an answer, and your answer can be changed at any time.

If ‘OK to contact’ is selected or you do not select a response, you may be contacted by research teams that have Research Ethics Board approval for the study. If ‘Do not contact’ is selected, you will not be contacted by research teams but your doctor may still ask you if you are interested in hearing more about a study you might be eligible for.

We take your privacy and protecting your personal health information (PHI) very seriously. PHI is any information that identifies you and connects you to receiving care at a healthcare organization, such as your physical or mental health diagnoses, testing, treatment and demographic information (age, sex, neighbourhood).

We conduct regular checks of the system to protect against illegal access. MyChart, powered by Epic, was reviewed by experts to make sure the security features passed all tests for safety and privacy. All PHI and data available in MyChart are fully encrypted.

Access to information is controlled through personal usernames and passwords. Each person controls their password, and the account cannot be accessed without that password. We encourage all users to set up Two-Step Verification, which is used for increased security. This feature requires you to enter a code sent to you by email or text message to log in to MyChart and use your username and password.

Read more about privacy at Unity Health. You can also read the MyChart Terms and Conditions for more information.

Tips to keep your PHI safe:

• Don’t give out personal information on the phone, by email or online unless you know who the person is and why they need to know the information.
• Don’t share your password with others.
• Avoid using public computers, such as a computer at an Internet cafe or public library, to access private information. If you do need to use one, then:
  • Always ‘Sign out’ of your account before closing the website. Do this even if you have to step away from the computer for a minute.
  • Delete your browser history before you leave the computer. This erases any records or websites you visited. It also erases your passwords or other information you entered.
  • Keep your password private by changing it after using a public computer.

Check out our How to use MyChart page for tip sheets and videos.

eCheck-in allows you to check-in online before your next appointment. You can complete pre-appointment tasks to save time. Unity Health Toronto, 12 years and over, will be able to use eCheck-in 7 days before their appointment, even if they do not have a MyChart account. If you haven’t completed eCheck-in, a reminder will be sent 1 day before your visit.

With eCheck-in, you can:

• Update your personal information to make sure we have the most accurate information on file, such as contact information, medical history, medications and more.

• Fill in forms before your appointment, such as pre-surgical forms.

You do not need to do eCheck-in before your appointment. You can register when you come to the hospital.

• If you have your communication preferences set up to receive notifications from us, you will get an email or text message with a link to complete eCheck-in.
• If you have a MyChart account, you will also see a button inside your MyChart account under the Visits section.

When you click on the eCheck-in button, you can follow the prompts to move through different sections. You can make edits, complete any included forms and submit when finished.

Things to consider:

1. Any personal information you update, such as address or contact information, is automatically added to your chart and visible to all Unity Health Toronto staff.
2. Any health information you update, such as medications, allergies, or health issues, is not automatically added to your chart. Your healthcare provider needs to review your updates at your next appointment. Once reviewed, your provider will add the changes to your chart.
3. You can update certain information in MyChart at any time. Find the item you want to update (personal information) and make changes.

Learn more with the How to complete eCheck-in before an appointment tip sheet.

You do not need to complete eCheck-in before your appointment. You can register when you come to the hospital.

Hello Patient is a feature that allows you to notify us when you have arrived for your clinic appointment. Patients who are signed up for notifications will receive notification 30 minutes before their clinic appointment. We will tell you what you need to do next to finish registering.

Your healthcare provider can set up a video appointment with you in MyChart using Zoom. To launch the session, you will need to sign into your MyChart account and click the video appointment button. Patients joining on mobile devices will need to have the Zoom app installed before their appointments.

Give yourself enough time to make sure your Zoom audio and video work correctly. You can complete eCheck-in and verify your personal information before your video appointment starts. This is optional.

Learn more with the How to join a Zoom video visit tip sheet.

OTN video visits are not available through MyChart. Please speak with your clinic about joining an OTN visit.

Some clinics offer scheduling through MyChart. Some clinics offer scheduling through MyChart. Depending on the clinic, you may be able to choose your appointment time, or get an earlier time when another appointment has been cancelled

If you cannot schedule an appointment online, please call your clinic to schedule an appointment.

Learn more with the How to request, reschedule or cancel an appointment tip sheet.

You must first create MyChart accounts at each organization where you receive care. Once the accounts have been created, you can log into MyChart, go to the Link My Accounts section and follow the prompts. You can then view information from both accounts in one place.

Learn more with the How to link MyChart accounts tip sheet.

You can use the Share Everywhere feature in MyChart. Go to the Share My Record section, create a one-time share code, and give it to the provider. They can use this code to view your records securely.

Yes, if you are given proxy access. Proxy access allows legal guardians, caregivers or others identified by the patient to view their MyChart information based on the access level provided.

Learn more with the How to share access to your MyChart account with a loved one tip sheet.

No, everyone must have their own MyChart account. Accounts are unique to each person and cannot be shared.

Children 12 or older are eligible for their own MyChart account. To access the record of a child under 12, the parent or legal guardian must have or create their own MyChart account. You do not need to be a patient of Unity Health to create a MyChart account.

Parents or guardians can access their child’s MyChart account for children under 12. To access the record of a child under 12, the parent or legal guardian must have or create their own MyChart account. You do not need to be a patient of Unity Health to create a MyChart account.

For children between 12 and 16, proxy access is automatically limited but can be expanded if the patient chooses. The patient can provide proxy access through their MyChart account or ask any patient-facing staff for assistance.

Once a child turns 16, the proxy relationship will automatically terminate. The patient can provide proxy access to any loved one through MyChart or by asking any patient-facing staff member for assistance.

Learn more with the How to share access to your MyChart account with a loved one tip sheet.

No, SDMs do not automatically get proxy access.  Patients can give proxy access through MyChart or ask a staff member for help. If the patient is unable to provide permission for proxy access, the SDM will need to contact the Health Records department.

Patients can pay bills dated after November 30, 2024. To pay a bill using MyChart, follow the steps below.

1. Log into your MyChart Account
2. The amount due appears on your homepage.
3. To learn more about your statement, click View Details.
4. To make a payment, click Pay Now.
5. If payment is successful, you will receive confirmation. Otherwise, double-check your credit card number or call the Patient Accounts team at 416-864-5666 or ar@unityhealth.to for further support.

Patients can pay bills dated after November 30, 2024. To pay a bill without a MyChart account, follow the steps below.

1. Click Pay as Guest on the MyChart homepage
2. On the front page, enter the guarantor account number or a specific visit account number that can be found on your statement, as well as the last name of the Guarantor.
   1. A guarantor is the person responsible for paying the bill. You can find the guarantor’s name and account number on your statement.
   2. A visit account is how your charges are grouped together to bill insurance, and usually represents your billing activity for a single visit. You may have multiple visit accounts, each with their own balance.
   3. If you have issues entering this information, please contact the Patient Accounts team 416-864-5666 or ar@unityhealth.to
3. You should now be on the Account Payment page. Select the amount that you would like to pay (e.g., the amount due, the outstanding amount, or another amount of your choice)
4. Click Next. You will be prompted to enter your credit card information. Please ensure that the information matches what is on your card.
5. Click Pay.
6. If payment is successful, you will receive confirmation. Otherwise, double check your credit card number or contact the Patient Accounts team.

You can access MyChart on any smartphone, tablet or computer with an internet connection. The MyChart app is available for download on iOS and Android devices. You can also access it via any web browser by visiting the MyChart website. MyChart does not work on the Internet Explorer web browser.

Go to the MyChart app or website, click the Forgot username or Forgot password link and follow the steps. If you need more assistance, contact the MyChart Support team at 416-864-5494 or mychartsupport@unityhealth.to.

You can request a new code by contacting your clinic or the MyChart Support team at 416-864-5494 or mychartsupport@unityhealth.to.

Check that your phone number or email address is correct in your MyChart profile. If it is, try resending the code. If you still don’t receive it, contact the MyChart Support team at 416-864-5494 or mychartsupport@unityhealth.to for help.

In some cases, the information you are looking for, such as test results or notes, might not be ready yet. You can contact your healthcare team to ask about it.

Sometimes, your account may be unverified, which means it cannot be connected to your hospital record. This could happen if you enter a phone number or email address that is different from the one we have on file. You can verify your identity in these ways:

• At your next hospital visit, ask a staff member to verify your MyChart account
• Call your clinic
• Call the MyChart Support team at 416-864-5494 or send an email to mychartsupport@unityhealth.to

We will ask you some questions to confirm your identity, so please call when you can access your health information.

To double-check if your MyChart account is unverified, log in. A disclaimer on the login page states, “Receive full access to MyChart at your next visit – Some features might not be available until we verify your identity at your next appointment.”

If you are inactive for a period of time, MyChart will log you out. This is for security reasons and to help protect your personal health information. If this happens, you will need to login again.

If you’re locked out, use the Forgot Username or Forgot Password links on the login page. You can also contact the MyChart Support team at 416-864-5494 or mychartsupport@unityhealth.to for help.

It’s important to correct any information that is wrong, as this could affect your treatment.

To update or correct your name, address, phone, or other contact information, go to Menu > Personal Information and edit your information.

If you want to change your health records (like reports or notes), go to Messages > Ask a customer service question > Health records question.

You can also contact the Health Records Department for your hospital site:

• St. Joseph’s Health Centre 416-530-6047 or ROI.sjhc@unityhealth.to
• St. Michael’s Hospital 416-864-6060 ext. 2169 or ROI.smh@unityhealth.to
• Providence Healthcare 416-285-3666 ext. 4336 or healthrecordsPHC@unityhealth.to

Patients can deactivate their MyChart account on their own by clicking on Security Settings and following the Deactivation Your Account instructions.

You can contact the MyChart Support team in three ways:

1. Send a message to MyChart Support in the Messaging activity section of MyChart
2. Call 416-864-5494
3. Email mychartsupport@unityhealth.to.