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MyUFHealth Frequently Asked Questions

Enrollment Questions
What is MyUFHealth?
Is there a fee to use MyUFHealth?
What is MyChart Mobile? Who can help me if I have issues using MyChart Mobile?
What is required to use MyUFHealth?
How do I sign up?
Will I still receive letters and phone calls from my provider once I’m active on MyUFHealth?
Why am I unable to sign up for MyUFHealth?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in MyUFHealth?
Why do some of my test results have a message about automatic process?
Why are certain test results not shared electronically via MyUFHealth?
Why are test results displaying if my provider does not use MyUFHealth?
If some of my health information on MyUFHealth is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
MyUFHealth For My Family
Can I view an adult family member's health record in MyUFHealth?
Can I view my child’s health record in MyUFHealth?
Can I ask questions regarding a family member from my MyUFHealth account?
Can my spouse and I share one MyUFHealth account?
After I Have Enrolled
I forgot my password. What should I do?
I forgot my ID. What should I do?
I tried to enter the wrong ID or password and I received a warning on the site that my account is disabled. What should I do?
Can you send me a new access code? (I have lost it, let it expire or did not receive it.)
What personal information can I update in MyUFHealth?
Technical Questions
How is MyUFHealth secure?
Which browsers can I use to access MyUFHealth?
What is your privacy policy?
I was logged out of MyUFHealth, what happened?
My access code does not work, what should I do?
I cannot sign up because I'm getting an error, what should I do?
Is my access code my user ID?

What is MyUFHealth or MyChart?

MyUFHealth, formerly known as MyChart, offers patients personalized and secure on-line access to portions of their medical records. MyUFHealth does not represent your legal medical record. MyUFHealth enables you to securely use the Internet to help manage and receive information about your health. With MyUFHealth, you can use the Internet to:

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Is there a fee to use MyUFHealth?

MyUFHealth is a free service offered to patients who are seen in the UFHealth network at Gainesville or Jacksonville hospitals and UF Health Physicians clinics in Gainesville. UF Health Physicians in Jacksonville will begin using MyUFHealth in Summer 2014.

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What is MyChart Mobile? Who can help me if I have issues using MyChart Mobile?

MyChart Mobile is a smartphone app offered by Epic Systems. You can download and use the MyChart Mobile to access your MyUFHealth account. If you are having issues using this app contact your clinic for assistance.

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What is required to use MyUFHealth?

To sign up for MyUFHealth an access code and a valid e-mail address is required. To use MyUFHealth you will need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer). The UF Health network is introducing MyUFHealth into the UFHealth hospitals and clinics in Gainesville and Jacksonville. You can begin using MyUFHealth once it is implemented at the UF faculty group practice clinic where you see your physician or after your hospital stay or ED visit.

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How do I sign up?

Patients who wish to participate in MyUFHealth will be issued a MyUFHealth access code during their UF Health Physicians clinic visit in Gainesville, hospital stay or ED visit. This code will enable you to log in and create your own user ID and password. If you were not issued an access code, you may call your UF Health Physician clinic to request one or ask to sign up during you next office visit.

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Will I still receive letters and phone calls from my provider once I’m active on MyUFHealth?

Once enrolled in MyUFHealth, communications using the MyUFHealth site will be an important method of communication between you and your provider for routine medical information. In addition to communications using MyUFHealth, information may be communicated using other methods such as phone or mail.

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Why am I unable to sign up for MyUFHealth?

UF Health Physicians and UF Health Jacksonville Physicians are introducing MyUFHealth into each of the UF faculty group practice clinics. You can only sign up for MyUFHealth if the UF Health Physicians or UF Health Jacksonville Physicians clinic where you see your physician is using MyUFHealth.

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Who do I contact if I have further questions?

Contact your UF Health Physicians or UF Health Jacksonville Physicians clinic during normal clinic hours if you have questions regarding MyUFHealth. You can also call the following numbers during normal business hours (M-F/8-5) for assistance: Gainesville 352-265-6983/Jacksonville 904-383-1043.

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When can I see my test results in MyUFHealth?

Test results will display in your MyUFHealth account once your physician has reviewed and released them. It may take several days or weeks for certain tests to be resulted. In addition, all test results may not be displayed in MyUFHealth. Test results are released to MyUFHealth at the discretion of the ordering physician.

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Why do some of my test results have a message about automatic process?

If your test results include the message This test result has been released to your MyUFHealth account by an automatic process. If you have any questions please message your provider. this means your test result was released to you automatically to assist in getting your results to you in a timely manner. If you have questions regarding a test result you should message your provider.

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Why are certain test results not showing in MyUFHealth?

Tests resulted prior to signing up for MyUFHealth will not display. Test results are released to MyUFHealth at the discretion of the ordering physician. In addition, tests of a very sensitive nature may not be released to MyUFHealth.

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Why are test results released to me if my provider does not use MyUFHealth?

Tests resulted in the Epic EMR software may be released to MyUFHealth regardless of the ordering provider.

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What should I do if I think some of my health information in MyUFHealth is not complete or not correct?

MyUFHealth is not intended to be your legal medical record. Your MyUFHealth information comes directly from your electronic medical record maintained within the UF Health network clinic. Portions of your medical record may not be available in MyUFHealth or your physician may have decided not to display certain information in MyUFHealth. At your next clinic visit ask a UF Health Physicians staff member if you have questions about specific medical information. Patients at UF Jacksonville Physicians clinics will see limited information until Summer 2014 when MyUFHealth is implemented completely.

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If I send a message to my doctor or nurse, when can I expect a reply?

In typical situations you should receive a response within 2 business days. Please note that MyUFHealth should not be used in urgent situations. Please call 911 if you are experiencing an emergency.

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Can I view an adult family member's health record in MyUFHealth?

Yes, you can view a family member’s health record if they grant you access. This is called Proxy access and allows an adult to log into their personal MyUFHealth account, and then connect to the MyUFHealth account of their adult family member. Your family member will need to sign a consent form at their Gainesville UF Health Physicians clinic to grant you proxy access. Once proxy access is granted you can access your proxy's account by clicking My Family's Records on the left menu in your MyUFHealth account. Patients of UF Jacksonville Physicians clinics cannot use Proxy access at this time.

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Can I view my child’s health record in MyUFHealth?

MyUFHealth pediatric proxy for children under twelve years old is gradually being introduced into the UF Health Physicians clinics in Gainesville. Patients of UF Health Jacksonville Physicians clinics cannot use Proxy access at this time. Proxy access allows a parent (or guardian) to log into their personal MyUFHealth account, and then connect to the MyUFHealth account of their child. You can ask about this service at your child’s next visit. Identity verification and a signed form is required to set up this access. At this time pediatric proxy is not available for children ages 12-17.

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Can I ask questions about the care of another patient or family member using my MyUFHealth account?

No, you cannot communicate with a provider about another patient’s care from your MyUFHealth account. Communications within MyUFHealth are saved within your personal account and should only contain your information. Adult proxy access is now available, if the adult patient or family member grants you proxy access you can access their MyUFHealth account to assist in managing their healthcare. In addition, pediatric proxy is gradually being introduced into the UF Health Physicians clinics in Gainesville for children under the age of twelve. Patients of UF Health Jacksonville Physicians clinics cannot use Proxy access at this time.

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Can my spouse and I share one MyUFHealth account?

No, due to the sensitive nature of medical information, each adult must create and maintain their own MyUFHealth account.

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I forgot my password. What should I do?

You can reset your password online by clicking "Forgot password" link on the MyUFHealth sign-in page. After you verify your MyUFHealth User ID, date of birth, zip code and security question you can reset your password. If you attempt to login with an incorrect password more than five times your account will deactivated. You will have to contact the clinic during normal clinic hours to request that your account be reactivated. You can also call the following numbers during normal business hours (M-F/8-5) for assistance: Gainesville 352-265-6983/Jacksonville 904-383-1043.

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I forgot my ID. What should I do?

You can receive your ID by e-mail by clicking "Forgot MyUFHealth ID" link on the MyUFHealth sign-in page. After you verify your first and last name, zip code, and date of birth, your MyUFHealth ID will be e-mailed to you at the e-mail address you specified when creating your MyUFHealth account. If you attempt to login with an incorrect ID more than five times your account will deactivated. You will have to contact the clinic during normal clinic hours to request that your account be reactivated.

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I tried to enter the wrong ID or password and I received a warning on the site that my account is disabled. What should I do?

If you attempt to login with an incorrect ID or password more than five times your account will deactivated. You will have to contact the clinic during normal clinic hours to request that your account be reactivated.

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Can you send me a new access code? (I have lost it, let it expire or did not receive it.)

Please contact your UF Health Physicians or UF Health Jacksonville Physicians clinic during normal clinic hours to request a new MyUFHealth access code. The code will be mailed to your address on file with the clinic using the U.S. Postal Service, or you can pick up your code in person at the clinic. To ensure your privacy and the security of your health information we are unable to provide your access code to you by phone or e-mail.

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What personal information can I update in MyUFHealth?

In your MyUFHealth account you can update your e-mail address and password. Log into MyUFHealth and click “Preferences” on the left menu. You can then select the appropriate option.

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How is MyUFHealth secure?

The UF Health network strives to ensure your health information is kept private and secure. Access to information is controlled through secure access codes, personal ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. In addition, MyUFHealth uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyUFHealth. Unlike conventional e-mail, all MyUFHealth messaging takes place while you are securely logged on to the MyUFHealth Web site. While you may receive Internet e-mail messages notifying you of new messages in your MyUFHealth Inbox, these e-mails will not contain any confidential medical information.

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Which browsers can I use to access MyUFHealth?>

The following browsers are recommended when accessing your MyUFHealth account:
•Internet Explorer 9.0 (standards mode and IE8 compatibility mode)
•Internet Explorer 8.0 (standards mode only)
•Mozilla Firefox 13.x and above
•Safari 5.x on Mac/Windows
•Google Chrome 20.x and above

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What is your Privacy Policy?

MyUFHealth is owned and operated by UF Health and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased.

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I was logged out of MyUFHealth, what happened?

We aim to protect your privacy and the security of your information. While logged into MyUFHealth, if your keyboard remains idle for 10 minutes or more, you will be automatically logged out of MyUFHealth. We recommend that you log out of your MyUFHealth session if you need to leave your computer for even a short period of time.

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My access code does not work, what should I do?

For your security, your access code expires after 120 days and is no longer valid after it is used. If you continue to have issues with your access code please contact your UF Health Physicians or UF Health Jacksonville Physicians clinic during normal clinic hours.

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I cannot sign up because I'm getting an error, what should I do?

Invalid personal information The zip code you entered does not match the zip code in your medical record with the UF Health network. If you received a MyUFHealth activation letter, this will display the zip code the clinic has for you.

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Is my access code my user ID?

No, your access code is not your MyUFHealth ID or password. You will use this code only once to log into MyUFHealth for the first time. (The code will expire after you have used it or after 120 days). The first time you log into MyUFHealth, you will be asked to create your own unique MyUFHealth ID and password.

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