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?
What is your privacy policy?
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, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the myHealthRecord electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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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, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact if I have further questions?

You may e-mail us at myhealthrecord@wchospital.ca / (416) 323-6205

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When can I see my test results in myHealthRecord?

Your test results are released to your myHealthRecord account after your physician has reviewed them. This is generally within 1-12 days.

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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, 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?

You will generally receive an answer within 1-3 business days. Please note that myHealthRecord should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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

Yes you can. 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. Complete a Proxy Consent Form and return it to one of our medical facilities to request access to this convenient service.

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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 contact our myHealthRecord Patient Support Line at (416) 323-6205 to request a new, secure password. You may also 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

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

Log into myHealthRecord and from the left menu, 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. Unlike conventional e-mail, all myHealthRecord messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

myHealthRecord is owned and operated by myHealthRecord 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 by myHealthRecord.

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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.

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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, you may e-mail us at myhealthrecord@wchospital.ca / (416) 323-6205

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