Keeping your information secure

The privacy and security of your health information are very important to us.   

• MyCarePortal is hosted on a secure system that uses technologies similar to those used by banks for online banking.
• MyCarePortal uses a variety of administrative and technical safeguards, consistent with industry best practices, to protect your information. These safeguards work together to ensure your personal health information remains private and safe.
• Your passwords and data are encrypted (converted into code to prevent unauthorized access).
• The system is monitored and audited regularly to detect and address any privacy breaches. 
• MyCarePortal also includes an Access Log feature, allowing you to see who has accessed your health information and when.  

For more information, please review our Privacy Policy and Terms of Use.

Here are a few suggestions:  

• Keep your MyCarePortal login ID and password secure, and don’t share them with anyone. 
• Always follow best practices for passwords: create a strong, unique password that is different from other passwords you use. (See link below for more information about strong passwords.)
• Be mindful of your surroundings when entering your password.
• Avoid entering passwords when connected to public Wi-Fi.
• Never allow your web browser to save, remember, or autofill your password
• Avoid accessing MyCarePortal from borrowed or publicly accessible devices and networks (such as internet café kiosks or other public internet access points), as this poses a security risk.  
• Never save your password on a public or shared computer.
• Avoid viewing your health information in public areas where others can easily see your computer screen.
• Watch for "shoulder surfing" - other looking over your shoulder. 
• Use a password-protected screen lock with a timeout feature, or biometrics such as Face ID or fingerprint recognition.
• Install up-to-date firewall software, anti-malware and anti-spyware protection.
• Keep your operating system and device software (e.g. Windows, iOS, etc.) updated with the latest security patches.
• Always sign out of your session by clicking your name at the bottom left of the screen, selecting Sign Out, and closing your internet browser. 
• Delete your browser history after accessing MyCarePortal. 
• Protect any printed copies of your personal health information. If you download or print documents from MyCarePortal, you are responsible for keeping them secure.   

For more information on creating a strong password you can visit: 

If you see information that you believe belongs to another patient, please contact the MyCarePortal Support team as soon as possible at 519-685-8286 or via email MyCarePortal@lhsc.on.ca.

Important: Please do not include any personal health information in your email.

If you believe your MyCarePortal account has been compromised, take the following steps right away:

1. Change your MyCarePortal password

Option A: If you've forgotten your password:

• Go to the MyCarePortal login page (link located below)
• Click on "Don't remember your password?"
• Enter the email address associated with your MyCarePortal account.
• Follow the instructions in the email to set a new password.

Option B: If you can still access your account:

• Log in to MyCarePortal (link located below)
• Go to Account Settings be clicking on the ellipsis button (three dots) next to your name in the lower left-hand corner of the home page.
• Select 'Account' from the menu.
• On the Personal Information page, select 'Change Password' in the navigation menu.
• You will receive an email with a link to reset your password.
• Follow the instruction to set your new password.

2. Report the issue

• If you believe your account has been compromised contact the MyCarePortal Support team at 519-685-8286 or MyCarePortal@lhsc.on.ca

Important: Please do not include any personal health information in your email.

3. Cancel your MyCarePortal account

• You may cancel your account by calling Oracle Health Consumer Support Centre at 1-800-390-0123 or if you would like to unenroll from MyCarePortal please use the link below.

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 unable to identify which partner organization contributed the data to MyCarePortal, contact the Regional Privacy Office by phone 519-685-8500 ext 32996 or by email privacy@lhsc.on.ca and they will be happy to assist.

Please do not include Personal Health Information in your email. 

Copies of any documents you provided (i.e. government-issued identification) are used by London Health Sciences Centre (LHSC) solely to confirm your identity as a MyCarePortal user. These documents are securely destroyed or deleted within 15 days following verification.  

Certain identifying information, such as your name, date or birth, Health Card Number, email address, phone number and postal code, obtained by LHSC is retained on a longer-term basis to support your ongoing access to the portal. 

If you have questions or concerns about your health information displayed in MyCarePortal, please contact the health care provider who ordered the test or procedure. 

Concerns about privacy should be directed to the Privacy Office at the partner organization or the Regional Privacy Office if the concern involves multiple facilities.