ALERT CONTENT PLACEHOLDER Many common questions are answered below. Please read our FAQ if you have questions, before contacting support. How can having a myUHN Patient Portal account help me? Having quick and safe access to your health record can help you: Visit the myUHN YouTube Channel to learn more about myUHN. If I sign up for a myUHN Patient Portal account, will it change the way I receive care at UHN? Having a myUHN account will not replace any part of the care you normally receive at UHN. myUHN is an added service that can improve your patient experience. It can do this by providing you with your health information quickly and conveniently. What is not in myUHN? What if I see a mistake in my personal health record? Having access to your UHN health record online means you can regularly check to make sure your information is correct. We make every effort to avoid mistakes, but they can and do sometimes happen. Your help in finding and reporting them improves the safety of your care. It is very important to correct your health record if something is wrong or missing that could affect your treatment now or in the future. For example: Who do I contact if I have questions about appointment scheduling or the information in my results and reports? Please speak to a member of your UHN health care team. Can I contact my UHN health care team through myUHN Patient Portal? You may be able to send a non-urgent secure message to select members of your health care team. Note: Some health care providers may not be set up to use the secure message feature. If you have had a visit within the past 365 days you may be able to message the clinic from the messaging section on myUHN. Messaging is not to be used for emergencies. You will be able to message more clinics soon. What if I don't have a computer at home? You can sign into your myUHN account on a tablet or smartphone. myUHN is available through the MyChart app on iOS and Android devices. You can also use any computer that has internet. Places like UHN Patient Education Libraries or public libraries have computers for visitors to use. Always be very careful about protecting your personal health information when you are using a public computer. Learn what you can do to protect your health information when you are using a public computer. Can I update my personal information (for example, address or phone number) on myUHN? Yes. If you want to update or correct your name, address, phone or other contact information, go to Menu > Personal Information and edit your information. Can I still get a printed copy of my health records at UHN? Yes. You can ask for a printed copy of your personal health records at the Health Record Services office at UHN (for a fee). You can also request an electronic copy of your health record from Health Records. The records will be sent in a PDF format. To request a medical record from myUHN following these steps: If the records submitted have to be scanned by Health Records, then a fee may apply. Is myUHN Patient Portal available in other languages? Yes, myUHN is available in the following languages: Note: Medical notes are not translated. Only headings, subheadings and some pages are translated. To change the language, click the globe button in the top right corner of the myUHN page. What web browser do I need to access the site? myUHN supports computers with the operating system Windows 7 and up and an up-to-date browser. The following are commonly used web browsers: Please make sure you keep your browser up to date by downloading the latest version. If you are not sure what browser you are using, go to What is My Browser website. Older mobile operating systems will also need to be updated. Currently, supported versions of iOS and Android are: Will my Substitute Decision Maker (SDM) automatically have access to my health records on myUHN Patient Portal? No. Because the portal provides access to your patient record, only you can invite someone to be a proxy user (after you register for your portal account). In myUHN you can add an SDM and upload your SDM and Power of Attorney for Personal Care (POA) documents. To name an SDM: To upload documents such as a UHN authorization form and your Power of Attorney for Personal Care. If you become incapable, your SDM can request to access your record through Health Record Services at 416 946 4501 ext. 4711 or healthrecordservices@uhn.ca. Get more information about . Watch this e-learning module to learn more about SDMs and Powers of Attorney for Personal Care. What happens to a patient's myUHN account when they die? When UHN learns a patient passes away, the patient's myUHN account is automatically disabled. Access to a deceased patient's account requires appropriate documentation outlined by Health Records. This is usually the Executor or the Administrator of Estate. Note: this may not be the same person as your SDM or Power of Attorney (POA). Please contact myUHN Support or Health Records Services for more information on these items. When a patient dies, can a family member or loved one still get access to a patient's myUHN account? Only the Executor of the Estate can get access to or sign up for the patient's myUHN account. The Executor is the person the patient chooses to follow the instructions listed in their will. Family members or friends who are not Executors will not be able to access the patient's myUHN account. If you are the Executor of the Estate and want access to a patient's myUHN account after they die, contact: OR Can I have a video visit through myUHN? Yes. You can join your Microsoft Teams video visit through myUHN. Learn more about virtual care. How do I register for myUHN Patient Portal? To register for myUHN, you will need to get a registration code in person. Follow these 3 steps to register. Can I get my activation code over the phone or email? Yes. To receive an activation code via phone or email contact myUHN Support at 416 340 3777 or myUHN@uhn.ca. Is my activation code the same as my password? No. Your activation code is not your myUHN password. You only need the activation code to create your myUHN Patient Portal account. When you create an account, you will choose a password and use it to sign into your account. Instant activation codes expire after 24 hours. If you received your activation code on your After Visit Summary, your activation will expire after you use it or 45 days from the date you received it. What should I do if I forget my email address or password for my account? If you forget your email address or password: If you are still having problems, please contact myUHN Support by calling 416 340 3777 between 9:00 am and 5:00 pm, Monday to Friday or emailing myUHN@uhn.ca. My activation code does not work. What should I do? If your activation code does not work, it may have expired. For your security, your activation code expires 45 days from the date you received it or after the first time you use it. If your activation code has expired, please contact myUHN Support by phone or e-mail, 416 340 3777 or myuhn@uhn.ca to get a new one. I completed my online registration, but I am having trouble signing in. What should I do? Please make sure you click on the link in the email you received at the end of your registration. If you are still having problems, please contact myUHN Support by calling 416 340 3777 between 9:00 am and 5:00 pm, Monday to Friday, or emailing myuhn@uhn.ca. I forgot my username. What should I do? Click the "Forgot username" link on the myUHN sign-in page to recover your username. Note: your username can be an email address. I forgot my password. What should I do? Click the "Forgot password" link on the myUHN sign-in page to reset your password. Note: you will be asked to enter a two-factor authentication code. How do change my password when I'm logged into myUHN? Click Menu> Account Settings > Security Settings> Change Password> Save Changes. What is two-step authentication? You can ensure that your account stays secure even if someone else has your username or password with two-step authentication (also known as two-step verification). You will be asked to enter a code that is sent to you by email or text message to log in to myUHN, in addition to using your username and password. When you log in to myUHN for the first time, you might be prompted to verify your email address and phone number to enable two-step verification. If you decide to turn off two-step verification, you can turn it on again later. Learn more about two-factor authentication. Is myUHN offered in other languages? Yes, myUHN is available in the following languages: Note: Medical notes are not translated. Only headings, subheadings and some pages are translated. To change the language, click the globe button in the top right corner of the myUHN page. You can also view your After Visit Summary (link to After Visit Summary) in the following languages: To select your preferred language, follow these steps: If you need help, UHN Language Services can help you understand your health records. How can I delete my account? You can delete your account by contacting myUHN Support at 416 340 3777 or emailing myuhn@uhn.ca. How do I update my personal information (e.g. demographic information)? You can update your address, phone number, and other personal details at any time so that your clinic always has the most up-to-date information in your record. How to Update your Personal Information on myUHN Patient Portal How do I update my email address? How do I update my email or text notice settings? myUHN can send you notifications by email or text message when there is new information available in your myUHN account. You can decide how often you want to get email notices about new or updated appointments, new or updated messages, results and reports, letters, or prescriptions. To change these settings: Can I choose not to get email or text message notices about new or updated results and reports or change how often I get them? Yes. To change your email notices for results and reports: If you choose not to get any emails or text messages, you will not be notified when a new or updated result or report is in your myUHN account. Note: You will not get any email notices or text messages from myUHN for radiation medicine appointments. Call your radiation oncology doctor's office if you have any questions about these appointments. Who do I contact if I have questions about my appointment times, test results or reports? Please talk to a member of your UHN health care team. How can I download my medical records I requested? Some records might not be viewable in myUHN. If you don't see your record in myUHN you can contact Health Records to make a request for the records. The records will be sent in a PDF format. To request a medical record following these steps: If the records submitted have to be scanned by Health Records, then a fee may apply. If you need more help, contact Health Record Services at 416 946 4501 ext. 4711 or healthrecordservices@uhn.ca. For more info on Health Records, please visit UHN's Health Record Services website. If you are looking for an appointment or report and don't see it, please contact myUHN Support at myuhn@uhn.ca or 416 340 3777. The support team will check to see if the information is available in your portal account. Can I download my UHN health records at one time? You can download multiple records from myUHN at one time via the Document Centre. To request multiple records through myUHN from a specific time frame: Or Or How do I print my information? Most of the pages in myUHN have a 'Print page' link. Look for the printer logo on your screen. If a page does not have a "Print page" link, you can print from your internet browser, or right click and select 'Print.' Follow the instructions depending on the browser and device you are using. Can I share my UHN health records with another provider? Yes. Share Everywhere is a way for patients to share their health records with the other clinicians who do not have direct access to their records through Epic such as a family doctor or another specialist. Note: The code must be used within 60 minutes of requesting it. I was seen at another hospital. Will my doctor at UHN see those results and reports? If your doctor at another hospital uses Connecting Ontario, your UHN doctor should be able to see your results and reports from hospitals outside of UHN. How do I add a Substitute Decision Maker? You can also upload documents such as a UHN authorization form and your Power of Attorney for Personal Care. All resources are in PDF format unless otherwise indicated. Please note, appointments are also referred to as Visits in myUHN. Can I make changes to my visits myUHN? Visits and appointments are found in the Visit section. Some clinics may allow you to make changes to your appointments. To reschedule or cancel an appointment, follow these instructions: Note: you may need to call the clinic to reschedule or cancel your appointment. Can I book appointments in myUHN? Some clinics may allow you to book an appointment in myUHN. You will be notified through an email and a ticket on your homepage if you can schedule an appointment. How can I add myself to a wait list? If your clinic uses the automatic waitlist feature, you can opt-in to receive notifications when an earlier appointment might be available. Note: If you do not want to be added to the wait list for every provider you see, do not click the box in Communication Preferences. If you have an upcoming appointment and would like to be seen sooner by the provider, click 'View details' on the upcoming appointment and 'Get on the Wait List'. Note: Choosing to be on the wait list does not guarantee you will be seen sooner. Can I check-in for an appointment? Yes. You can use the e-Check in feature which is available 2 days before your upcoming visit. You can confirm your personal demographic information and answer pre-visit questionnaires. Can I join a video visit from myUHN? Yes. Video visits via myUHN will only be performed on Microsoft Teams. Ontario Telemedicine NecollapseforgotUsernamek (OTN) and telephone appointments will not be accessible in myUHN, you will receive instructions on those visits in the appointment details section. You can connect to your virtual visit via the website or mobile app. Mobile devices are preferred because most already have the appropriate camera and microphone setup for video visits. For non-myUHN users, clinicians will be able to send a direct join link via email to you from Epic. Non-myUHN patients can also receive an email or text message (if the patient has consented) to a link where they can e-check in prior to the scheduled visit. Can I request an interpreter for my visit through myUHN? No. Please tell the booking staff you require an interpreter for your visit. How do I find new results that are added to my account? If you have a new result, the result will appear on the myUHN homepage, or you may receive a notice by email or text message. To view your notes, or After Visit Summary click Visits > Past appointments, and then choose the report you want to read. To view your lab work, click UHN Test Results on the top of your homepage, or from the Menu. When will test results be ready on myUHN? Results are available to the patient as soon as they are completed by the provider. If it has been 7 days after your test and you do not see your results, please contact myUHN Support. You may see your health information in myUHN before your health care team does. If you have questions or concerns about your information, please talk with a member of your health care team. How can I search for older results and reports? To see results and reports click Visits, then Show: Past Only. You may need to click Load More to see older results. Remember that lab results go back to 2008, and reports such as notes and discharge summaries go back to January 2017. What if I want to change or correct information on my reports? Having access to your UHN health record online means you can regularly check to make sure your information is correct. We make every effort to avoid mistakes, but they can and do sometimes happen. Your help in finding and reporting them improves the safety of your care. It is very important to correct your health record if something is wrong or missing that could affect your treatment now or in the future. For example: Review any notes about meetings you had with your doctor or member of your health care team. Check that your symptoms, medications, test results, and plan for treatment are correct. If you want to update or correct your name, address, phone or other contact information, go to Menu > Personal Information and edit your information. If you want to make a change to your health records (like reports or notes), go to Messages > Contact myUHN Support > Record Correction Request. Why don't I see certain notes? In very rare and specific circ*mstances, some notes may not be shared with patients. You can remove your medications if you are no longer taking them. You may also be asked to add information about your health during e-check in through a questionnaire. You can also add information about advance care planning in myUHN. Search for 'advanced care planning' on the menu to learn more. Can I add my pharmacy to myUHN? Yes. You can add your home pharmacy on the Medications page, or during eCheck-In. Tip: Search for your home pharmacy by address. Sending non-urgent messages to members of your health care team You may be able to send a non-urgent secure message to select members of your health care team. Note: Some health care providers may not be set up to use the secure message feature. If you have had a visit within the past 365 days you may be able to message the clinic from the messaging section on myUHN. Messaging is not to be used for emergencies. How do I send a message? Someone at the clinic should respond to the message within 3 business days. All resources are in PDF format unless otherwise indicated. How to Message Your Healthcare Team with myUHN Patient Portal How can I find my doctor's contact information at UHN? Click Menu > Find care > View Care Team What you need to know about your Ontario Lab Results You have the option to view your lab test results and pathology reports from other labs and hospitals in Ontario. These results are stored in the Ontario Laboratories Information System (OLIS). Accessing these results, as well as your UHN results, gives you a more complete record of your care. Since OLIS stores most Ontario lab results, the lab tests you have at UHN will show in both the UHN Results and Ontario Lab Results sections of myUHN. Which labs provide information to OLIS, and what types of lab tests do they include? Most hospitals, community labs and public health labs in Ontario provide lab test results to OLIS. Please review the list of OLIS hospitals and labs to see the lab tests that they provide. How can I access my Ontario Lab Results? Click on "Ontario Lab Results" in the dropdown menu. Accept the Ontario Lab Results Terms of Use. If you do not want access to Ontario Lab Results, do not accept the Terms of Use. If you have proxy users with others on myUHN, they will also be able to see your Ontario Lab Results. The way my lab information appears in UHN Results and Ontario Lab Results is different. Why? Since myUHN is getting these lab test results from different systems, some of the information you see will be different. Your doctor is the best person to help you understand what your lab results mean. If you have questions about your lab test results, please contact the doctor who ordered the tests. Does my health care team at UHN have access to my Ontario Lab Results? The doctor who ordered your lab tests will receive your results directly from the lab. Others in your health care team, such as your family doctor, may have access to these results depending on where they are stored and the systems they use. Do I get email notices when there are new Ontario Lab Results in myUHN? No. myUHN is not alerted when there are new results from OLIS. Who can I contact if I have questions about my Ontario lab results? Please contact the doctor who ordered your tests if you have questions about the results. How can I share my personal health information in myUHN with others? You can invite someone to be a proxy user. A Proxy User is someone you decide to share some or all your personal health information with. You can send them a shared access invitation by clicking Menu > Sharing > Share My Record. You can choose what you want your proxy user to see, and you can revoke proxy access at any time. Before inviting someone to see your personal health information, please think about: Note: When a patient turns 13, all their proxy users will be disabled What type of access can my proxy have? For patients younger than 13 years old, parents can have "Parent-Child" access to their child's record until the child turns 13. When the child turns 13, the child can decide to decline further proxy access or keep it and specify the level of access the child wishes for the parents to continue to have: For Adult-to-Adult proxy e.g. an adult patient accessing their parent's account, the same types of proxy access are available to them: How do I remove a proxy user from my account? In the "Share My Record" page, go to the "Proxy" page. Find the proxy user you want to remove from the list and click on the "Revoke" button on the right side. Read the instructions and click on "Revoke" button. Your health care team or myUHN Support can also disable proxy access upon your request or if UHN becomes aware of any inappropriate use, access, or other harm in connection with the access. In the "Proxy Access" page, under "Who Can See My Account", what does "Pending" mean? The yellow "Pending" box shows the following: Who you sent the proxy invitation, their level of access and email address the invitation was sent to. You can edit or revoke the invitation. What type or version of web browser do I need to access the myUHN website? myUHN supports computers with the operating system Windows 7 and up and an up-to-date browser. The following are commonly used web browsers: Please make sure you keep your browser up to date by downloading the latest version. If you are not sure what browser you are using, go to www.whatismybrowser.com. Older mobile operating systems will also need to be updated. Currently, supported versions of iOS and Android are: myUHN is available through the MyChart app on iOS and Android devices. It is a portable version of myUHN that you can use to manage your health information on the go. The mobile app contain many of the same features as the myUHN website, allowing you to do all of the following, and more! If you have an iOS device, you can pair it with Apple Watch™. With myUHN for Apple Watch, you can: Download the myUHN app (MyChart app) To install the myUHN app, go to the App Store or Google Play Store and search for "MyChart". Pay your UHN hospital bill directly through your patient portal. You can locate your account in the menu under billing summary. You also have the option to pay as a guest. Go to www.myuhn.ca and click on Pay As Guest located below the sign in button. You will need the Guarantor last name and Guarantor ID of the patient. You can find this on the hospital account statement. We are unable to process payments outside North America and Europe due to technical and security limitations. Please go to the UHN Payment Options page for questions and other payment options. All resources are in PDF format unless otherwise indicated. All resources are in PDF format unless otherwise indicated. What does UHN do to keep my health information private and safe? At UHN, we take protecting your information and privacy very seriously. myUHN uses encrypted technology, similar to banking websites, to keep your information safe. Only people you invite to your account will be able to read and understand the information. Signing in with your email address and password help prevent others from seeing your personal information. You can change your password at any time. Two-factor authentication is an extra layer of security for your myUHN account designed to ensure that you’re the only person who can access your account, even if someone knows your password. myUHN will not send personal health information to you by email or text message. We only send emails to let you know when new or updated information is in your account. We do this to make sure your health information stays private. We do not give your email address to anyone. Note: you may receive emails from your health care team about your care if you have consented to email. Please read our "Terms of Use" to learn more about the steps we take to protect your privacy. If you have comments or questions about our privacy policy, please visit the Privacy Office page on the UHN website. Learn how to keep your health information private and safeFrequently Asked Questions
Important information about myUHN
Email: myuhn@uhn.ca
Phone: 416 340 3777
Email: HealthRecordServices@uhn.ca
Phone: 416 946 4501 ext. 4711
To request single or multiple records through myUHN:
To request all health records through myUHN:
Note that if it is a myUHN Support message, there won't be an option to select a specific recipient.
From a computer
From a mobile phone
