Frequently Asked Questions

MyCarePortal is a secure online platform that gives patients access to most of their electronic personal health information.

This includes:  

Medical History

Medications

Allergies

Vital signs

View Upcoming Appointments

Measurements

Laboratory Results (General Lab, Microbiology, and Pathology)

Diagnostic Imaging (reports only, no images at this time)

Discharge Documents

My Visit Instructions

Patients can request to enroll in MyCarePortal at participating hospitals when registering for their appointment.

Photos of acceptable government-issued ID are required in order to complete the virtual enrollment. 

Acceptable forms of identification for individuals 16 years of age and older:  

• Ontario Health Card (photo required)  
• Government-issued passport
• Driver’s License issued by a Canadian Province or Territory (including graduated Driver’s License)  
• Ontario Photo Card   

If you would like to enroll but are unable to provide the required identification, please email mycareportal@lhsc.on.ca or leave a voicemail at 1-519-685-8286 to discuss the options available to you. 

The link to the MyCarePortal website will be included in a welcome email sent after you successfully claim your invitation. MyCarePortal can be accessed using the following web browsers:  

• Mozilla Firefox
• Google Chrome
• Microsoft Edge
• Apple Safari 

You can also download the MyCarePortal app from the Apple Store or Google Play Store

Currently, English is the only language available to MyCarePortal users in Canada.

Invitations expire 10 days after they are sent.  If your invitation has expired and you would still like access, please contact the MyCarePortal Support Team at MyCarePortal@lhsc.on.ca to explore your options.

MyCarePortal does not contain your complete Electronic Health Record.  It includes most of your personal health information that has been electronically documented by the partner organizations:

• Alexandra Hospital Ingersoll
• Four Counties Health Services
• Listowel Memorial Hospital
• London Health Sciences Centre
• South Huron Hospital
• St. Joseph’s Health Care London
• St. Thomas Elgin General Hospital
• Strathroy Middlesex General Hospital
• Tillsonburg District Memorial Hospital
• Wingham and District Hospital
• Woodstock Hospital 

Information from your community-based physicians, labs, and diagnostic imaging is not available in MyCarePortal. 

These results are available to you as soon as they are accessible to the health care team.  Please be aware that there is the potential to read upsetting results. Your health care team will provide more context during your next encounter with the care team.

This includes results for: 

• Vital signs
• Lab work
• Microbiology
• Pathology
• Diagnostic imaging reports 

Select discharge notes will be available to you in MyCarePortal once they are finalized by your health care team. 

There are three categories of information with different release dates. 

1. Select results dating back to 1998, including: 

   Vital signs 

   Lab work 

   Microbiology  

   Pathology 

2. Diagnostic imaging reports 

3. Discharge notes signed on or after October 1, 2018 

MyCarePortal will display the written report based on the assessment of the images, but not the images themselves. 

There are two reasons why you may not be seeing your test results: 

1. The test was recently completed, and the results are not ready yet.
2. Some test results are not available in MyCarePortal, including:

• Toxicology
• Genetic testing and tissue typing
• Forensic or autopsy results 

Please note:  Toxicology, genetic testing, and tissue typing results will be available to you through the clinic where you received care. Forensic or autopsy results can be accessed by the executor of the patient’s estate upon request through a Release of Information made in Health Information Management (Health Records) at the hospital where the patient received care. 

You will need to contact the Health Records Department at the hospital where you wish to obtain your health records. 

There are three reasons why a patient may lose access to MyCarePortal: 

• If a patient goes two years without using MyCarePortal.
• If a patient violates the MyCarePortal Terms of Use and/or Privacy Policy.
• If there is a clinical reason, determined in collaboration with the care team, patient relations, privacy, and risk. 

There are two categories of information, each with different follow-up steps:

• Incorrect contact information:  To update an email, home address and/or telephone number, you will need to speak with a member of the registration staff at your next hospital appointment.
• Incorrect clinical information: If you wish to request corrections to your health records, contact the Privacy Office at the partner organization that is listed as having provided the health records in MyCarePortal.

If you are not able to identify which partner organization contributed the data to MyCarePortal, contact the Regional Privacy Office by phone at 519-685-8500 ext 32996 or by email at privacy@lhsc.on.ca and they will be happy to assist. 

Please do not include Personal Health Information in your email.

Please reach out to the Patient Relations, Privacy, or Risk at the hospital you received care. 

• MyCarePortal gives patients access to a subset of their personal health information that is stored in their Electronic Health Record at any of our partnering organizations in London and the Region, at no cost to the patient.
• ConnectMyHealth is different than other patient portals because it consolidates various types of health records from hospitals you've visited into one unified view, also at no cost to the patient. It serves 4.1 million people across diverse urban and rural communities, from Waterloo to Windsor, and Tobermory to Niagara Falls. To access it and for more information, visit ConnectMyHealth.
• PocketHealth only includes diagnostic images and reports. Patients can request access to their medical imaging from over 600 hospitals and clinics. This service is available at a cost to the patient. 

Please click on the PDF file below for a comparison between MyCarePortal and ConnectMyHealth

This can be done while logged into MyCarePortal by clicking on the Manage my Account button at the top of the homepage, or the user’s name in the bottom left corner. Type your first name and/or last name, or email address in the appropriate fields. To complete the changes, click the Save button. 

Please note:  Changing your name and/or email address in MyCarePortal does not change the name and/or email address the hospital uses to communicate with you 

To update an email, home address and/or telephone number within your chart, you will need to speak with a member of the registration staff at your next hospital appointment.

To change your password in MyCarePortal, follow one of these steps: 
Option 1: Password reset via email

• Go to the MyCarePortal login page (link located below)
• Click on the "Don't remember your password?" link under the username and password fields.
• Enter the email address associated with your account.
• You will receive an email with a link to reset your password. Follow the instructions in the email to set a new password.

Option 2: Change password in Account Settings

• Log in to MyCarePortal using your current username and password.
• Go to Account Settings by clicking on the ellipsis button (three dots) next to your name in the lower left corner of the home page.
• Select 'Account' from the menu.
• On the personal information page, select 'Change Password' in the navigator.
• You will receive an email with a link to reset your password. Follow the instructions to set a new password.

The browsers listed below are recommended for viewing and using your patient portal to ensure the best experience.  MyCarePortal supports the current release of each browser and its most recent, previous release. 

• Apple Safari and Apple Mobile Safari
• Google Chrome
• Microsoft Edge
• Mozilla Firefox

Please complete and submit the unenrollment form by clicking the button below.

1.What is MultiFactor Authentication (MFA)? 

MFA is an extra layer of security used to verify your identity when logging into MyCarePortal. It requires two steps: 

     a) your password, and 

     b) verification code sent to your phone, email. 

2. Why is MFA being added to MyCarePortal? 

Your privacy and security are our top priority. MFA helps protect your account from unauthorized access and significantly reduces the chances of identity theft, fraud, or misuse of your personal health information. 

3. Do I have to use MFA? 

Yes. Once MFA is enabled, all users must complete the verification step to access their accounts. 

4. Will MFA make logging in more difficult? 

Not at all. The process only adds a few seconds to your login and is designed to be simple, secure, and user-friendly. 

5. Is my personal information safe? 

Absolutely. MFA strengthens your account security and helps us ensure that only you can access your health information. 

6. How often will I need to use MFA? 

You will be asked to verify your identity each time you log in. This helps us ensure it’s really you accessing your health information. 

7. What verification methods can I choose from? 

You can choose from several options during setup, including: 

• A code sent by text message (SMS), or
• A code sent to your email 

You’ll be able to select the method that works best for you. 

8. How do I set up MFA for the first time? 

When you next log into MyCarePortal after MFA is enabled, you’ll automatically be guided through a simple setup process. Step-by-step instructions will appear on screen to help you choose your preferred verification method. 

9. What should I do if I lose my phone or change my number? 

If you lose access to the device or email you use for MFA: 

• Contact Oracle Health Customer Care Support Centre available 24/7 at 1-800-390-0123 

This ensures you can access your account safely. 

10. Can I update or change my MFA method later? 

Yes. You can update your MFA preferences within your MyCarePortal Profile. See Reset Secure Verification Guide for more details.  

11.What if I’m not receiving my verification code? 

Try the following: 

• Check your spam or junk folder if you’re expecting an email 
• Make sure your phone has a signal if waiting for an SMS 

• Confirm your phone number or email address on file is correct 
  If issues continue, contact Oracle Health Customer Care Support Centre available 24/7 at 1-800-390-0123.  

   

12. Is my personal information safe? 

Absolutely. MFA strengthens your account security and helps ensure that only you can access your personal health information. 

13. Who can I contact for help with MFA? 

• If you experience any issues or need assistance with MFA setup or recovery, please contact Oracle Health Customer Care Support Centre available 24/7 at 1-800-390-0123.