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myHealthRecord Frequently Asked Questions

Enrollment Questions
What is myHealthRecord?
Is there a fee to use myHealthRecord?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in myHealthRecord?
Why are certain test results not shared electronically via myHealthRecord?
If some of my health information on myHealthRecord is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
myHealthRecord For My Family
Can I view a family member's health record in myHealthRecord?
Can I ask questions regarding a family member from my myHealthRecord account?
Can my spouse and I share one myHealthRecord account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is myHealthRecord secure?
I was logged out of myHealthRecord, what happened?
What do I need to use myHealthRecord?
My activation code does not work, what should I do?

What is myHealthRecord?

myHealthRecord offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With myHealthRecord, some of the features you can use includes:

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Is there a fee to use myHealthRecord?

myHealthRecord is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a myHealthRecord activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code ask to sign up during your next office visit.

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Who do I contact if I have further questions?

NEED TO UPDATED BASED ON HELPDESK MODEL

You may e-mail us at myhealthrecord@wchospital.ca.

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When can I see my test results in myHealthRecord?

Only lab tests performed at WCH will be available in myHealthRecord. All labs results will be available in myHealthRecord 48 hours after the result is available. Pathology and radiology results will be available in myHealthRecord 3 weeks after the result is available.

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Why are certain test results not shared electronically via myHealthRecord?

Your provider is able to determine which types of test results are able to be accessed through myHealthRecord. Further, certain tests of a very sensitive nature are not released to myHealthRecord.

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If some of my health information on myHealthRecord is not correct, what should I do?

Your myHealthRecord information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

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

NEED TO UPDATED BASED ON PATIENT MESSAGING SCOPE

You will generally receive an answer within 3 business days. Please note that myHealthRecord should not be used for urgent situations. Please dial 911 if it is an emergency.

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Can I view a family member's health record in myHealthRecord?

This is called Proxy access and allows a parent (or guardian) to log into their personal myHealthRecord account, and then connect to information regarding their family member. Currently, WCH does not allow Proxy access.

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Can I ask questions regarding a family member from my myHealthRecord account?

myHealthRecord offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one myHealthRecord account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own myHealthRecord account.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Contact us at myhealthrecord@wchospital.ca and after we verify your information, a new code will be sent. Privacy issues prevent us from e-mailing a new activation code to you.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into myHealthRecord, go to the Preferences section and select the appropriate option.

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How is myHealthRecord 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 cannot be accessed without that password. Further, myHealthRecord uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with myHealthRecord. Unlike conventional e-mail, all myHealthRecord messaging is done while you are securely logged on to our website.

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I was logged out of myHealthRecord, what happened?

We aim to protect your privacy and security of your information. While logged into myHealthRecord, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of myHealthRecord. We recommend that you log out of your myHealthRecord session if you need to leave your computer for even a short period of time.

What do I need to use myHealthRecord?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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

For your security, your activation code expires after 30 days and is no longer valid after the first time you use it. If you still have problems, email us at myHealthRecord@wchospital.ca.

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