Whitman-Walker Health is now using Epic, a new electronic health record system. Epic makes it easier for you to access your health information and improves the way we care for you. We are partnering with Unity Health Care, another DC community health center, to bring this new system to the patients and staff of both centers.
Below are answers to some common questions from our patients.
What is Epic?
Epic is a secure electronic health record system used by leading hospitals and clinics across the country. It helps your care team share important health information and gives you access to your own records through the MyChart patient portal.
Why is Whitman-Walker Health switching to Epic?
At WWH, we are always looking for ways to improve your care experience. Epic is one of the most advanced electronic health record systems available today and is used by many leading hospitals and clinics across the country.
By moving to Epic, we can:
In short: switching to Epic means you’ll have more convenience, better communication, and safer, more connected care.
How will this affect me as a patient?
Most of the changes are behind the scenes. The biggest difference you’ll notice is our new patient portal, MyChart, where you can manage your health information anytime. We are also going to transition to Epic’s appointment reminder system, which means you will get texts from a new number.
When is the switch happening?
Epic will go live on Monday, November 3rd, 2025.
Will there be delays?
During the first few weeks, check-in and your provider visit may take a little longer as our staff learns the new system. We appreciate your patience!
Why is Whitman-Walker Health partnering with Unity Health Care?
Partnering with Unity enables WWH to gain access to the Epic system through a program called Community Connect. The Connect program allows smaller clinics to join together with larger sites to access the Epic system.
What does the Unity partnership mean for me as a patient?
It means that Unity and WWH will share an electronic medical record system—Epic.
If you receive care at both Unity and Whitman-Walker:
Instead of managing two separate charts, you’ll have a single, comprehensive record that makes your care simpler and more connected. And the same is true of your providers!
Are Unity and Whitman-Walker still separate organizations?
Yes, Whitman-Walker is still an independent health center. Unity is still an independent health center. But we are using the Epic system together to manage patient records.
How is my privacy maintained in this model?
All providers using Community Connect follow the same strict privacy and security standards. Your information is only shared with the care teams directly involved in your treatment.
Will there be other partners joining in the future?
Yes, the Connect model is designed for other partners to join and share in the benefits of using Epic.
Is there a name for this partnership?
The partnership is called the Capital Area Community Health Connect or CACHC. You may see this acronym in the URL of a website or in the body of automated messages, such as those inviting you to sign up for appointment reminders. When you see CACHC, that means the message is coming from Whitman-Walker Health or Unity Healthcare.
What is MyChart?
MyChart is Epic’s patient portal. MyChart offers personalized and secure online access to your medical records. It enables you to manage and receive information about your health. With MyChart, you can:
For more information about MyChart, check out https://www.mychart.com/features
How do I sign up?
You’ll receive an activation link by email or text after your first visit once WWH is live with Epic. You might receive a MyChart activation code on your After Visit Summary. You can also sign up on the MyChart page on our website or ask for help at your clinic check-in.
Is there a fee to use MyChart?
No, MyChart is a free service for all patients.
What do I need to use MyChart?
You need access to a computer or mobile device connected to the Internet and an up-to-date browser (such as Edge, Chrome, Firefox, or Safari). You can also use the MyChart mobile app on a mobile device.
How is MyChart secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account must be accessed using that password. On mobile, the account may also be accessed using face ID or fingerprint login. Unlike conventional email, all MyChart messaging is done while you are securely logged in to our website or mobile app.
You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email or text message to log in to MyChart, in addition to using your username and password. For more information, check out this helpful video on two-step verification.
I need help with MyChart. Who can I call?
You can call our MyChart Help Desk at 202.292.5920.
What happens to my old patient portal?
As the end of the business day on October 31st, our old portal, eCW’s Healow, will no longer be updated. You will still be able to log in for a limited time to see past information, but all new records will appear in MyChart. Any messages that you sent via eCW’s Healow portal will be viewable by your care team, but they will respond to you via phone or via Epic’s portal, MyChart, if you have an active account.
Should you wish to, you can easily download summaries of your health records from within the eCW patient portal. Select the “PHR” option from the main menu. (PHR stands for Personal Health Record). On the next screen, choose the date range that you are interested in downloading. Once the information is ready, you will have the option of exporting it in either PDF or XML format. The PHR will only allow you to select one year at a time in the date range field, so you may need to repeat these steps if you wish to download more than one year of information.
The old portal will be accessible to you in “view only” mode from October 31st to December 31st. In the new year, the portal will no longer be accessible. You can access the view-only eCW portal here.
Can I request my complete medical record after the old portal is disabled?
Yes. You can always request your full record through our Medical Records office.
Request to complete a release of information form at the desk or call 202-745-6166 to speak with someone from our medical records team.
You can also access your own medical record via MyChart. Within the Sharing Hub on MyChart, select who you’d like to receive your records. Next, determine how you want the record to be shared (request a formal copy). Follow the prompts to complete the request for the full record.
Can I view a family member's medical record in MyChart?
Yes, you can with their permission. MyChart proxy access allows you to access the medical records of your family members and others you care for.
You might also want to grant a family member or friend access to your medical records when you need assistance managing your appointments and other medical needs. To give someone access to your medical record, grant access via a proxy invite through the Friends and Family Access page in MyChart.
How do I access my child’s MyChart?
Ages 0–11: Parents or legal guardians are granted full access to their child’s MyChart.
Ages 12–17: Due to privacy laws, parental access is automatically reduced to limited access. Teens can adjust their own access permissions in MyChart. If the teen wishes, they can invite parents/guardians to have full access again.
Age 18 and older: Parental access ends automatically. Adult patients can re-grant access by sending a proxy invitation through MyChart.
How do I give others proxy access to my MyChart?
Will my past records from Whitan-Walker Health be in MyChart?
Some recent information such as allergies, medications, and lab results will transfer and be viewable by you. Some older records may not appear in MyChart, but they are still part of your legal health record and available to your care team.
What if I already have a MyChart account from another practice?
Each healthcare organization has its own MyChart. To access your care at Whitman-Walker Health, you will need to create a new account.
I have multiple MyChart accounts. How do I link them together?
Once you have multiple accounts, you can link them together so that all of your health information shows in one place when you log in.
If you’ve been seen at another healthcare organization, you might be able to view information from that medical record right in MyChart. You might have heard of this feature referred to as Happy Together. This includes information from other organizations, such as:
To view this information, you must link your account. Check out our video tutorial on how to do this.
Do I need a separate login for each MyChart? What is an “Epic ID?” What is “MyChart Central?”
Your Epic ID is a set of login credentials that lets you access your medical records from any participating organization using a single set of credentials once you’ve logged into your accounts with it. Go to the MyChart Central FAQ page for more information.
Your Information and Demographics
In this transition, you may notice that we are asking for some information that we may have had already, rather than just transfer it from our current system. We want to make sure that we have the most up-to-date information about you. Thank you for answering our questions so we can get it into the new system right!
Financial Information – Your household income and family size: Why do we ask?
Health centers use this financial information:
What happens if you don’t provide this information?
You will still receive care. However, if you do not provide proof of income and family size, you may be considered ineligible for the sliding fee discount and be responsible for the full cost of your care. We encourage all patients to apply for the discount to ensure we are doing everything we can to make healthcare affordable for you as well as complying with our federal requirements.
Where will you see this information asked?
At registration and every 6 months, we will ask for this information. On MyChart, you will see the following explanation when we ask:
As a federally qualified health center, we are required to ask you for your household income and family size. Please share your household income (before taxes) and your family size (includes spouse and dependent children). We will keep this information private. If your household income falls at or below 200% of the Federal Poverty Guidelines (FPG), you may qualify for a “sliding fee discount” and will be asked for additional information to apply. Thank you!
Where can I update my personal information?
On the Personal Information page in MyChart, you can update your address, phone number, email address, preferred name, and other personal details at any time so that your clinic always has the most up-to-date information in your record.
Why am I being asked to share my demographic information again?
In this transition, you may notice that we are asking for some information that we may have had already, rather than just transfer it from our current system. We want to make sure that we have the most up-to-date information about you. Thank you for answering our questions so we can get it into the new system right!
Why am I asked to provide financial information?
Health centers use income and family size information for a range of reasons:
What happens if you don’t provide this information?
You will still receive care. However, if you do not provide proof of income and family size, you may be considered ineligible for the sliding fee discount and be responsible for the full cost of your care. We encourage all patients to apply for the discount to ensure we are doing everything we can to make healthcare affordable for you as well as complying with our federal requirements.
Where will you see this information asked?
At registration and every 6 months, we will ask for this information. On MyChart, you will see the following explanation when we ask:
As a federally qualified health center, we are required to ask you for your household income and family size. Please share your household income (before taxes) and your family size (includes spouse and dependent children). We will keep this information private. If your household income falls at or below 200% of the Federal Poverty Guidelines (FPG), you may qualify for a “sliding fee discount” and will be asked for additional information to apply. Thank you!
Do I need to reschedule my appointments?
Your existing appointments will carry over into Epic. If an appointment needs to be rescheduled we will reach out to you to inform you of the need to change your appointment.
Will I still get reminders?
Yes, but you will need to opt-in the first time so that we have consent to send you messages from Epic. The reminders will come from a new number and may look a little different than the ones sent by our current system, but all of the same information will be there. You can opt in by texting START to short code 59036. When you first opt in, you will see a confirmation from “Capital Area Community Connect.” This is our partnership with Unity Healthcare. Thereafter, your messages will come from WWH and will be labeled as WWH.
Can I schedule my appointments online?
Yes! You can schedule either online or through MyChart. We have a few departments open to online scheduling now and expect to add more in the future. You will see options for these open departments on the scheduling landing page.
Here is our scheduling page: https://mychart.cachconnect.org/MyChart/openscheduling.
Can I message my provider?
Yes! Secure messaging will be available through MyChart. Most messages go first to our clinical team, who will work to address your needs. The team will share your message with your provider whenever their input is needed.
How long will it take to get a response to a MyChart message?
We do our best to respond to MyChart messages as quickly as possible. Please allow up to three business days for a reply. Most messages are answered sooner.
Can I still chat via text message to Whitman-Walker Health's Call Center?
Not in the same way as before. With Epic, you may still receive helpful text messages — for example, an alert if an earlier appointment becomes available. In those cases, you can reply with simple options such as “Yes” or “No.”
However, these texts are automated and not monitored by a live representative. If you need to ask a question or have a conversation with our team, please call the WWH Call Center directly or send us a secure message through MyChart.
Our current texting platform will be winding down at the end of October. By the 5th of November, the 202.978.6123 number will no longer be active.
Can I reach my care team before I have a MyChart account established?
Yes. Just call our Call Center (202-745-7000) and we will get the message to your provider.
How do I join a telehealth visit?
WWH will transition to Epic’s telehealth system. You will no longer receive links from Zoom or from Healow. Links will be sent via text and email a few minutes before the appointment. These links will be auto-generated by Epic and sent to the cell phone number and email address on file for you. You do not need a MyChart account to join a telehealth visit.
If you have a MyChart account, you can also join a televisit from MyChart.
Will my statements look different?
Yes, bills will have a new, clearer format. You’ll also be able to view and pay your bills directly through MyChart.
What about bills from before November 3, 2025?
Any balances from before the transition will continue to be paid through our old billing system. New charges will appear in MyChart.
Will my Medications transfer?
Yes. Active medications will be available to your care team in Epic.
How do I request a refill?
You can request refills in MyChart, through your pharmacy, or by calling your provider’s office.
Will I be able to see my test results?
Yes. You’ll see most test results, such as Labs, in MyChart, often as soon as they are available. You may see results before your healthcare provider has had a chance to review them. After your provider reviews your results, you might see additional comments and interpretation in MyChart.
MyChart gives you convenient access to many parts of your health record, including: visit summaries; medication lists; allergies; vaccine histories; appointment histories; and more!
Is my information safe in Epic?
Yes. WWH participates in these data sharing networks: Care Everywhere, Carequality, and CRISP.
Can I share access with a family member or caregiver?
Yes. MyChart allows you to give proxy access to a trusted person, such as a parent, guardian, or caregiver. You can manage your own proxies in MyChart. Please see the MyChart section of these FAQs for more information.
Is my information shared outside of Whitman-Walker Health & Unity?
Yes. WWH participates in these data sharing networks: Care Everywhere, Carequality, and CRISP.
What is Care Everywhere? What is Carequality? What is CRISP?
CRISP and Care Everywhere are both health information exchanges. Carequality is a national health information exchange framework.
Care Everywhere is health information exchange technology that securely connects Epic-based practices together both in the US and internationally. It is an application Epic uses to share patient data between health care providers, such physician practices, health clinics, hospitals, and health systems . The goal is to provide a comprehensive picture of the patient’s medical information. This feature lets your WWH care team share important parts of your health record with other hospitals and clinics that also use Epic. Relatedly, your WWH provider can also receive key information about care you got externally if that practice also uses Epic. For more information about Care Everywhere, please visit Epic’s website here.
Through Care Everywhere, Epic practices are also connected to Carequality. Carequality is a national network that enables different health record systems to share information securely. Carequality isn’t a health information exchange itself—it’s more like the “bridge” that connects many different systems and exchanges across the country. For more information, please visit their website here.
CRISP is a regional health information exchange that allows hospitals, clinics, and doctors’ offices to share your medical information with each other electronically. CRISP ingests data from hospitals and outpatient clinics located in the District of Columbia, Maryland, Virginia, West Virginia, and Delaware. For more information about CRISP, please visit their website here.
The goal of these platforms is to provide information that will enable better coordination of your care. If your Whitman-Walker Health (WWH) providers can see the care you, your child, or your dependent receives at an outside hospital or clinic, that helps us understand how to deliver the best care for you when you’re with us.
How is Care Everywhere different from CRISP?
CRISP is a regional health information exchange that connects hospitals and outpatient settings in these states: District of Columbia, Maryland, Virginia, West Virginia, and Delaware. Care Everywhere connects Epic practices throughout the entire US.
CRISP ingests health records from a range of electronic medical records systems, of which Epic is only one. Care Everywhere exchanges health records only with other Epic systems.
CRISP is view only, meaning your provider can see information about care you received in other health care settings in the area, but they cannot import it. In contrast, Care Everywhere is interoperable, meaning it can both send and receive information. With Care Everywhere, our providers can import information from other providers directly into your WWH chart and vice versa.
Who can access my record in Care Everywhere & CRISP?
Your records are only viewable to providers at organizations with which you have established a care relationship. If you do not have a care relationship established with an organization, the care team members at that organization cannot see your records.
What exactly is being shared and how?
In CRISP: The following are exported to CRISP every time any of these data elements are updated in WWH’s EMR: detailed medical summary; encounter history; labs, imaging, and procedures; and demographic information. These data are then accessible to providers who work at organizations participating in CRISP. The providers can access CRISP’s provider platform in order to view your clinical information.
In Care Everywhere: The system automatically searches for your information at surrounding Epic facilities (a 50-mile radius) and displays the results in the WWH chart. This allows anyone on your care team (at WWH or otherwise) to get a better picture of your overall healthcare journey. Right now, local institutions like George Washington Medical Faculty Associates (GW MFA); Inova; and Johns Hopkins utilize Epic. However, providers can use Care Everywhere to search for information outside of the 50-mile radius as well. For example, if you were traveling outside of the 50-mile radius and needed to seek medical care at an urgent care that uses Epic, the provider at the urgent care could search for your records at WWH. Likewise, your WWH provider could also search and view the records from the urgent care.
What practices use Care Everywhere?
Epic maintains an up-to-date list here.
What practices use CRISP?
CRISP provides information for patients here.
What practices participate in Carequality?
Carequality maintains an up-to-date list here.
How do I opt in or opt out of either exchange?
Both CRISP and Care Everywhere are opt out models. This means once your chart is set up at WWH, data is being exchanged automatically.
You may take steps to opt out of either exchange.
You must opt out of each HIE individually.
To opt out of Care Everywhere & Carequality: Please see a WWH staff member and request to be opted out of Care Everywhere. You may also write to WWH’s privacy officer at contact HIPAA@Whitman-Walker.org
To opt out of CRISP: WWH staff cannot opt you out of CRISP. You have three ways to contact CRISP:
Why does Care Everywhere matter to me as a patient?
It helps your providers give you safer, more coordinated care. For example, if you end up in an emergency room while traveling, the doctors there can quickly see your allergies, medications, and medical history — without you having to remember every detail. This can reduce medical errors and increase patient safety. It can also make it easier on you as the patient to not have to request or bring medical records with you to other care settings.
At the same time, it’s important to be informed about how your health information is shared. Sharing health information electronically raises privacy concerns for some patients. The information in these FAQs can help you to make informed choices about your care and your privacy. You have the choice to opt out if you wish, as described above.
Do I have to do anything to set up Care Everywhere?
No. Care Everywhere is built into Epic and works automatically when you receive care at an organization that also uses Epic.
Do I have to participate in Care Everywhere?
No. You can opt-out of Care Everywhere at any time. Simply alert a WWH staff member that you wish to “opt out” and they will assist you.
Is my information safe?
Yes. Care Everywhere uses secure, encrypted connections and follows all state and federal privacy rules (including HIPAA). Your information is shared only for treatment purposes with health care providers.
Does all of my health information export to Care Everywhere or are there exceptions?
Mostly. There are a few exceptions.
Substance Use Disorder Records: There is a specific federal rule, 42 CFR Part 2, that protects the confidentiality of Substance Use Disorder patients records. Substance Use Disorder information from our Part 2 programs (WWAS Co-op, Substance Use Management for Harm Reduction, and/or Understanding Your Use Group) is not shared in the HIE without your authorization. Upon registration in a Part 2 program, your entire medical record will be automatically blocked from exporting to Care Everywhere. You will be provided with a form that asks whether or not you wish to export your data, which will include substance use disorder information. If you authorize sharing, your entire record will export to Care Everywhere, including your substance use disorder information. If you do not authorize sharing, your entire record will remain blocked from sharing. Your Part 2 program clinician can answer any questions you may have about sharing your substance use information.
Maryland Reproductive Health Records: Maryland law provides extra privacy protections for reproductive health information. To comply with these laws, certain reproductive health information will be filtered out (removed) from all patient records before they are shared through health information exchanges (HIEs). This will apply to all Whitman-Walker Health patient records, regardless of where you live or where your care took place.
Transgender Health Records: Please see this FAQ regarding how this information is shared.
Questions? If you have any questions about Care Everywhere or how your information is kept private overall, please contact our Privacy Officer at HIPAA@Whitman-Walker.org.
What if my other doctors don’t use Epic?
If your providers use a different electronic health record system, they may still be able to exchange information with WWH through regional health information networks, like CRISP.
You can also use a tool in MyChart called “Share Everywhere.” Share Everywhere lets you temporarily share your health information with people or organizations that don’t use Epic. For example, if you see a specialist, go to an urgent care center, or need to share records with a school or community provider, you can give them secure, time-limited access to view your medical information.
You control when and with whom you share. Using Share Everywhere, you generate a share code in MyChart that you can give to the person you want to see your record. They can use that code to view a read-only version of your health information — such as medications, allergies, and recent test results — and can leave a note for your care team if needed.
