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myCARE Frequently Asked Questions
- Enrollment Questions
- What is myCARE?
- Is there a fee to use myCARE?
- 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 myCARE?
- Why are certain test results not shared electronically via myCARE?
- If some of my health information on myCARE is not correct, what should I do?
- If I send a message to my doctor, when can I expect a reply?
- myCARE For My Family
- Can I view a family member's health record in myCARE?
- Can I ask questions regarding a family member from my myCARE account?
- Can my spouse and I share one myCARE 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 myCARE secure?
- What can I do to help safeguard my security?
- What do I need to do to protect my password and my computer and/or mobile device?
- What is your privacy policy?
- I was logged out of myCARE, what happened?
- What do I need to use myCARE?
- My activation code does not work, what should I do?
What is myCARE?
myCARE offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use your computer or mobile device and the Internet to help manage and receive information about your health. With myCARE, you can:
- Request medical appointments;
- View your health summary from the myCARE electronic health record;
- View test results;*
- Request prescription renewals;
- Access trusted health information resources; and
- Communicate electronically and securely with your medical care team.
Is there a fee to use myCARE?
myCARE is currently only available to patients of participating primary care providers. For those patients, myCARE will be free until October, 2016 − at which time, a small service fee may apply (approx. $1/month). All users will be notified well in advance of any service fee implementation, and will be given the option to deactivate their myCARE account before incurring any service fees.
Return to TopHow do I sign up?
If your primary care provider is participating in myCARE you can sign up:
- When you are at the office for your next appointment; OR
- At a myCARE kiosk (for example, in the front lobby of the 240 McNabb building)
You can also request an activation code be printed or emailed to you so that you can sign up for myCARE from home, later. Activation codes can be given out:
- At your provider's office;
- At the registration desk in the front lobby of 240 McNabb; OR
- By online request (go to mycare.ghc.on.ca and click on the "Request Online" button).
Who do I contact if I have further questions?
Patients of participating primary care providers can email myCARE@ghc.on.ca or call 705-253-CARE (705-253-2273).
Return to TopWhen can I see my test results in myCARE?
*It is up to your care provider whether or not they will release test results. Test results would only be released to myCARE after your care provider has reviewed them. This is generally within 1-12 days.
Tests of a very sensitive nature are typically not released to myCARE.
Return to TopWhy are certain test results not shared electronically via myCARE?
Your doctor or nurse practitioner is able to determine which types of test results are able to be accessed through myCARE. Further, tests of a very sensitive nature may not be released to myCARE.
Return to TopIf some of my health information on myCARE is not correct, what should I do?
Your myCARE information comes directly from your electronic medical record at the Group Health Centre. You can always ask your doctor or nurse practitioner to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.
Return to TopIf I send a message to my doctor or nurse, when can I expect a reply?
GHC staff may not be immediately available to respond and there is no guarantee of a response time. Please note that myCARE should not be used for urgent situations. Dial 911 if it is an emergency.
Return to TopCan I view a family member's health record in myCARE?
If your family is a patient of the Group Health Centre, and if they are participating in the pilot project, then - yes, you can. This is called Proxy Access and it allows you to log in to your own myCARE account, and then connect to information regarding your family member.
Before you can connect to another person's chart, you must first complete a Proxy Access Request Form and return it to the Group Health Centre to request access. Proxy Access Request Forms can be obtained at physician offices, the front desk at 240 McNabb St., and are available on our website.
Return to TopCan I ask questions regarding a family member from my myCARE account?
myCARE offers direct access to your personal health record and your own healthcare team. Should you attempt to communicate about another individual's information, any messages sent or received would be placed in your health record, and could potentially jeopardize your medical care. We do not recommend using your myCARE messaging features to communicate on another person's behalf.
That said, if you have proxy access to a family member's account, you can navigate to their chart and send a message on their behalf to their healthcare provider. Just be careful to ensure you're in their myCARE area when you're sending a message regarding their care.
Return to TopCan my spouse and I share one myCARE 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 myCARE account. You can then request Proxy access to one-another's accounts, should you so desire.
Return to TopI forgot my password. What should I do?
For patients of participating providers, you can contact us for help by calling 705-253-CARE (705-253-2273). You can also click the "Forgot password" link on the sign-in page to reset your password online.
Return to TopCan you send me a new activation code as I have lost it, let it expire or did not receive it?
For patients of participating providers, you can contact us by calling 705-253-CARE (705-253-2273), and after we verify your information, a new code will be sent to you. You can also choose to activate your account during your next appointment with your primary care provider.
Return to TopWhere can I update my personal information (e.g., home address, e-mail or change my password)?
Log into myCARE and from the tabs along the top, go to the Preferences section and select the appropriate option.
Return to TopHow is myCARE 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, myCARE uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your myCARE session. Unlike conventional e-mail, all myCARE messaging is done while you are securely logged on to our website.
Return to TopWhat can I do to help safeguard my security?
As with online banking, or any other application where you may be dealing with highly personal and confidential information, you may want to take some additional steps to safeguard your information.
- NEVER share your login information or password.
- If you are using the mobile app on your phone or tablet you will have to provide your myCARE login information each time you use the app. In addition, we strongly encourage you to put a passcode on your device or install additional malware or anti-virus protection in order to ensure the complete security of your personal health information.
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What do I need to do to protect my password and my computer and/or mobile device?
Protecting your password:
It is you responsibility to ensure that your myCARE password is protected. Please observe the following security practices:
- Select a password that is easy for you to remember but difficult for others to guess.
- Keep your password confidential and do not share it with anyone.
- Do not write your password down or store it in a file on your computer.
- Never disclose your password in a voice or email, and do not disclose it over the phone.
- Ensure no one observes you typing in your password.
- Change your password on a regular basis.
Protecting your computer/mobile device:
We have provided a secure channel for your myCARE account. Once the information has reached your computer/mobile device, it's up to you to protect it. To protect your information, you should:
- Never leave your computer/mobile device unattended while signed into myCARE.
- Always exit the myCARE site using the logout button and close your browser if you step away from your computer/mobile device. Your browser may retain information you entered in the login screen and elsewhere until you exit the browser.
- Secure or erase files stored on your computer by your browser so others cannot read them. Most browsers store information in non-protected (unencrypted) files in the browser's cache to improve performance. These files remain there until erased. They can be erased using standard computer utilities or by using your browser feature to "empty" the cache.
- Disable automatic password-save features in the browsers and software you use to access the Internet.
- Install and use a quality anti-virus program. As new viruses are created each and every day, be sure to update your anti-virus program often. It is recommended you update anti-virus definitions weekly. Scan all download files, programs, disks and attachments and only accept files and programs from a trusted source.
- Install and use a personal firewall on your computer to ensure others cannot access your computer through the Internet.
- Install new security patches as soon as your operating system and Internet browser manufacturers make them available.
- Install an anti-spyware program and check your computer regularly.
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What is your Privacy Policy?
myCARE is owned and operated by the Group Health Centre and is fully compliant with federal and provincial 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 the Group Health Centre.
Return to TopI was automatically logged out of myCARE, what happened?
We aim to protect your privacy and security of your information. While logged into myCARE, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of myCARE. That said, we recommend that you log out of your myCARE session if you need to leave your computer for even a short period of time.
What do I need to use myCARE?
You need access to either:
- A computer connected to the Internet and an up-to-date web browser (such as Internet Explorer); OR
- An Apple or Android device (such as a cell phone or tablet), a data plan or Internet connection and the "MyChart" mobile app.
My activation code doesn't work, what should I do?
For your security, your activation code expires after 60 days and is no longer valid after the first time you use it. If you are having problems with your activation code, you can call us at 705-253-CARE (705-253-2273).
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