Personal information

You can update your email address within the Contact Information section.

1. Go to Account Settings > Personal Information.
   
2. Click Edit and update your email address.
   
3. Confirm that your updated information is correct, and then click Save changes.

Account Settings

You can Change your Password within the Account Settings section.

1. Go to Account Settings > Account Settings.
2. Click Change Password
   
3. Enter Current Password
4. Enter New Password
5. Confirm New Password

You can enable Use Passcode as an alternative login for your account on your mobile device.

1. Go to Account Settings > Account Settings.
   
2. Swipe right to enable the use of a 4-digit number as an alternative login.

You can enable Face ID as an alternative login for your account on your mobile device.

1. Go to Account Settings > Account Settings.
   
2. Swipe right to enable facial recognition as an alternative login.

Two-Step Verification is automatically enabled and is used to add an additional layer of security to your account.

1. Go to Account Settings > Account Settings.
   
2. To disable two-step verification, swipe left.

To view your/your child’s COVID-19 vaccinations and test results from the login page, you can enable COVID-19 Status Preview.

1. Go to Account Settings > Account Settings.
   
2. Swipe right to enable you to view your/your child’s COVID-19 status from the login page.

Enable push notifications to be sent to your mobile device when new information is available.

1. Go to Account Settings > Account Settings.
   
2. Swipe right to enable push notifications.

See your/your child’s health information directly on your My Apple Watch.

1. Go to Account Settings > Account Settings.
   
2. Swipe right to enable the My RCH Portal app on your Apple Watch.
   

Personalise

1. Go to Account Settings > Personalise.
   
2. Click Edit Photo to add or change the photo. 
   
3. Change the name (Nickname field) that appears under your/your child’s photo icon.
4. Click Save or Cancel to go back.

Note that photos you upload through My RCH Portal are visible to RCH staff, so you should only use a photo that shows each person's face.

Change your shortcuts

To change the Shortcuts you see on your home page when viewing your/your child’s information:

1. Go to Account Settings > Change Your Shortcuts
   
2. Tap a shortcut
   
3. Choose a new shortcut from the list
   
4. Tap Save changes.

Linked apps and devices

When you enable Remember Devices (within the My RCH Portal website Account Settings > Remember Devices section), you can see which devices you have added.

1. Go to Account Settings > Linked Apps and Devices.
   
2. Click “Unlink” next to the device to clear all login and notification settings.

Communication preferences

To enable push notifications to be sent to your mobile device when new information is available, go to Menu > Account Settings > Account Settings.

You can specify your preferences for different types of notifications, including appointments, new messages, health, questionnaires, account management and to do.

1. Go to Account Settings > Communication Preferences. Your browser will open the Communication Preferences section on the My RCH Portal website.
   
2. Select notification options for a group of notifications (for example, Appointments or Messages) or expand a notification group to select options for individual notifications you want to receive and click Save Changes.
   
3. Update your email address if needed.
   
4. Go back to the My RCH Portal app.

Request an appointment

To request an appointment, go to Find Care > Request an appointment. You will be directed to the Request an Appointment page.

When you send an appointment request, you are asked to enter:

• the provider you want to see,
  
• the reason for the visit,
  
• preferred dates and times, and
  
• any comments regarding why you are requesting the appointment.

After you submit your request, someone from the clinic will contact you to verify an appointment date and time. Until the clinic verifies the appointment, the pending appointment request appears under Requested Appointments on the Appointments and Visits page.

Add yourself to the wait list to receive a notification if earlier appointment times become available. Wait list options are available after an appointment has been scheduled and when you click Details for an upcoming appointment from the Visits page.

Depending on the clinic and the date and time of your next appointment, you may be able to directly reschedule or cancel the appointment through My RCH Portal.

To reschedule an appointment:

1. Go to My Record > Visits and select the appointment from the list or click Details.
   
2. Click Reschedule
   
3. Select a range of dates to search for available slots, preferred days and times.
   
4. Choose an appointment from the list of available appointment dates.
   
5. Enter a reason for rescheduling.
   
6. After entering this information, you will be brought to a summary page for the rescheduled appointment.

To cancel an appointment:

1. Go to My Record > Visits and select the appointment from the list or click Details.
   
2. Click Cancel, enter cancellation comments, and click Confirm Cancellation.
   
3. Once you confirm the cancellation, the appointment is removed from the clinic schedule immediately.

View care team

Care Team in My RCH Portal will display clinicians who are listed in your/your child’s Care Team in the medical record and who you/your child has had an appointment with in the past 400 days or scheduled in the next 180 days.

Messages

You can read any messages sent by your/your child’s doctor or other clinic staff by going to Message Centre (Communication > Messages). The Message Centre includes four folders:

• The Conversations folder is the primary folder and includes messages between you and your/your child’s care team or other clinic staff. The list of messages in this folder is organised by conversation to keep messages and replies together.

To flag a conversation for easy access in the future, open the conversation and bookmark it. The conversation then appears in the Bookmarked folder.

• The Appointment folder includes appointment reminders and confirmations.
• The Automated Messages folder includes system messages automatically sent to and from your/your child’s account, like appointment confirmations and questionnaire submissions.
• The Trash folder includes any conversations you have deleted from the main folders. If you realise you need a message again, you can restore it to its original folder.

If you are looking for messages about a specific topic in a particular folder, you can enter key words in the Search field to find them.

Ask a question

You can send a customer service message to the RCH. There are three topics available to select from:

• RCH - Update my details
• RCH - Change a person’s access to your account
• RCH - Referral question

Letters

You can receive letters addressed to you directly through My RCH Portal, as well as view any letters sent to you via post or printed in clinic (i.e., medical attendance certificate).

COVID-19

You can access the COVID-19 activity from My Record > COVID-19.

The COVID-19 activity pulls together information including:

• Your COVID-19 testing status and recent results.
• Your COVID-19 vaccination status and details about the vaccine you received.
• Links to helpful resources.

To do

This feature is currently being piloted with our Diabetes patients only.

You can view tasks assigned to you/your child through the To Do activity in the My RCH Portal mobile app.

Visits

You can view your/your child’s past or future appointments by going to the Appointments and Visits page.

Select a scheduled future appointment or click Details to see information such as:

• The date, time, and location of the visit
• Any pre-visit instructions from the clinic
• Directions to your clinic

For past appointments, you can click View After Visit Summary to see a summary of the care you/your child received during the visit. You can also view any of your/your child’s doctor's visit notes that are shared by clicking View notes.

Test results

You can view most test results four days after the result has been finalised. No more waiting for a phone call or letter from your doctor. To view test results, go to My Record > Test Results. Select a test to see more information about it, such as:

• The standard range for the result
• Any additional comments your doctor entered about the result

Medications

To view your/your child’s current medications, go to My Record > Medications. You can see details for each medication, including the prescribed dosage, instructions, and the clinician who prescribed the medication.

• Remove a medication you/your child is no longer taking by clicking ‘Remove’ and then adding comments about why you are no longer taking the medication.
• Add a new medication by clicking ‘+Add a medication’ and then adding comments about why you/your child is taking the new medication.
• Your/your child’s treating clinician will discuss any changes with you at your next hospital visit.

Request a medication refill

1. From the medication list, click Request Repeat.
   
2. Select the check box next to the medication you need refilled and enter any comments. Click Next.
   
3. Select a delivery method and pickup date and time that is convenient for you, if applicable. Click Next.
   
4. Review the details of your refill request and click Submit.
   
5. You will receive a message in your My RCH Portal Inbox when your prescription refill is processed.

You can only request refills through My RCH Portal for prescriptions that need to be filled by an RCH specialist doctor.

Health summary

To view a summary of your/your child’s health information, go to My Record > Health Summary. This summary includes:

• Current health issues
• Medications
• Allergies
• Immunisations

You can update your/your child’s current health issues, medications and allergies from My RCH Portal. Non-urgent health issues that you report will need to be reviewed by your clinician at your next appointment. If your clinician approves the health issue, they will be added and form part of your/your child’s medical record. To add a non-urgent health issue/medication/allergy:

1. Click on +Add a non-urgent health issue or +Add a medication or +Report an allergy
   
2. Search for the health issue/medication/allergy
   
3. Enter details about your health issue/medication/allergy in the Comments box
   
4. Click Accept.

To remove any health issues/medications/allergies that are no longer applicable:

1. Click Remove
   
2. Enter a reason why the health issue/medication/allergy is no longer applicable
   
3. Click Accept.

Plan of care

Plan of Care is a tool in My RCH Portal to display your tasks and goals.

Questionnaires

Your clinic might make questionnaires available from My RCH Portal so you can complete them online instead of filling out a form when you get to the clinic.

You may also be asked to complete a questionnaire so your doctor can monitor your symptoms whilst you stay at home.

You might be able to respond to questionnaires in three different places:

• Open generally available questionnaires from My Record > Questionnaires.
• If your doctor wants you to complete a questionnaire for an upcoming appointment, go to My Record > Visits. Locate the upcoming appointment and click Details. Open the questionnaire by clicking its name in the Questionnaires section of the appointment details.
• If your doctor sends you a My RCH Portal message with an attached questionnaire, open it by clicking the questionnaire link near the top of the message.
• If you need to close a questionnaire before you finish it, click Finish Later to save your progress.

Medical history

You can view your medical history documented in your medical record.

Track my health

If you/your child have certain conditions, you may be assigned flowsheets (a tool to collect data) to send to your/your child’s clinician to monitor your health between visits.

Trends dashboard

After you respond to the same questionnaire more than once, you can see trends in your responses over time in the Trends Dashboard. To see this dashboard, go to My Record > Trends Dashboard.

Growth charts

To view your child's growth charts, open your child's record, and go to My Record > Growth Charts.

You can customise the view of the growth chart by:

• Choosing a different Chart Set. For example, you can switch between growth charts provided by the Center for Disease Control (CDC) and the World Health Organization (WHO).
• Changing the Chart Type. For example, you can switch the view from length-for-age to weight-for-age or Body Mass Index-for-age.
• You can also view the growth chart with a different unit of measure (metric or standard) by selecting the option for that unit of measure.

If you want a copy of the growth chart for your records, click the Print icon (website version only).

Document centre

If you have requested a document from your/your child’s medical record from the RCH, you can download and view it from My RCH Portal.

1. Go to My Record > Document Centre and click Requested Records.
   
2. Locate the record you want to view and click Download.
   
3. If the record is password protected, a warning message will pop up. Click Continue Download.
   
4. Click Save to save the file to your computer and then open it or click Open to open it without saving it to your computer.
   
5. If the record is password protected, click Show Password on the Requested Records page to view the password you need to access the document and enter it to view the document.

Referrals

View a list of your/your child’s RCH referrals and their status.

Sharing Hub

You can access Share Everywhere or request a document from your medical record (patient only).

1. Patients only: Go to Sharing > Sharing Hub and select the Yourself tab or the Request a copy of your Discharge Summary button.
   
2. Complete the Submit a new request form

Share Everywhere

Share Everywhere is a way for you to share your/your child’s medical information with the people who are taking care of you/your child outside the RCH. Using your My RCH Portal account, you can generate a share code and provide it to the person you want to share your/your child’s health data with. This might be a GP, dentist, or school nurse, for example. The share code recipient enters that code and your/your child’s date of birth on the Share Everywhere website to receive one-time, temporary access to your/your child’s health information. The person who views your information can also write a note back to the RCH to help keep your/your child’s care team informed of the care they provided.

1. Go to Sharing > Share Everywhere.
   
2. Enter the name of the person who will be viewing your/your child’s record and request the share code.
   
3. Tell that person to go to www.shareeverywhere.com to enter the code along with your/your child’s date of birth.

Research studies

If you/your child is enrolled in research studies, you will be able to see basic details about the research study. Information displayed in the portal includes Principal Investigator, Description and Study Coordinators.

Education

To learn more about your healthcare, your clinician might assign you education topics in My RCH Portal so you can learn more about your diagnosis, procedure, or medication. To view education topics assigned to you:

1. Go to Menu (Patient) or your child’s Menu> Education.
   
2. Click Open education.
   
3. Click a chapter title to open it and review the content.

Go to the section My RCH Portal App and subsection Account Settings to check, change or update your app settings.

Personal information

You can update your email address within the Contact Information section.

1. Go to Account Settings > Personal Information.
   
2. Click Edit and update your email address.
   
3. Confirm that your updated information is correct, and then click Save changes.

Security settings

Change password

To ensure that your/your child’s medical information stays protected, consider changing your My RCH Portal password periodically. Go to Account Settings > Security Settings.

Two-step verification settings

You can ensure that your account stays secure even if someone else has your username or password by turning on two-step verification. When this feature is turned on, you must enter a code that is sent to you by email to log in to your My RCH Portal account, in addition to using your username and password.

When you log in to My RCH Portal for the first time, you might be prompted to verify your email address to enable two-step verification. If you decide to turn off two-step verification instead, you can turn it on again later.

1. Go to Account Settings > Security Settings and click Turn on Two-Step Verification.
   
2. Confirm your email address, enter your My RCH Portal password, and then click Continue.
   
3. You will receive the security code to turn on two-step verification by email.

Remember devices

You can enable your My RCH Portal account to remember devices you have logged in to before, which further secures your account.

1. Go to Account Settings > Security Settings > Remember Devices.
   
2. Click on the red Turn off button to enable the feature.

Deactivate your account

If you deactivate your My RCH Portal account, you are automatically logged out and cannot log back in. No medical information and associated data are deleted, and for parents/legal guardians (proxies) who have access to their child’s record, you will continue to have access. If you change your mind, you can contact My RCH Portal Help Desk, during business hours (7.30am to 6.00pm) on (03) 9345 6277 and press option 1 or email myrch.portal@rch.org.au to reactivate your account.

1. On the My RCH Portal website, go to Account Settings > Security Settings and click the link under Deactivate Your Account. Then, click Deactivate on the Deactivate Your Account page.

Change security question/answer

You may be asked your selected security question and answer to verify your identity. To select a new question and answer:

1. Go to Account Settings > Security Settings > Change Security Question/Answer.
   
2. Enter your current Password.
   
3. Select a new question and enter a new answer.
   
4. Click on Save security question.

Personalise

There are three ways you can personalise how My RCH Portal appears: specify the colour scheme; change the name that appears under your/your child’s photo icon; and add or change the photo.

Note that photos you upload through My RCH Portal are visible to RCH staff, so you should only use a photo that shows each person's face.

1. Go to Account Settings > Personalise.
   
2. Click Edit.
   
3. Make any of the changes described above and then click Save.

You can also add your/your child’s photo from the Switch menu by selecting Add Your Photo.

Change your shortcuts

To change Shortcuts in the menu bar at the top of each page when viewing your/your child’s account:

1. Go to Account Settings > Change Your Shortcuts
2. Click a shortcut
3. Choose a new shortcut from the list
4. Click Save changes.

Linked apps and devices

When you enable ‘Remember Devices’, you can see which devices you have added.

1. Go to Account Settings > Linked Apps and Devices.
   
2. Click ‘Unlink’ next to the device to clear all login and notification settings.

Communication preferences

My RCH Portal can send you notifications by email when there is new information available in your My RCH Portal account. Push notifications will also be sent to your mobile device if you’re using the My RCH Portal app.

You can specify your preferences for different types of notifications, including Appointments, New Messages, Health, Questionnaires, Account Management and To Do.

1. Go to Account Settings > Communication Preferences.
   
2. Select notification options for a group of notifications (for example, Appointments or Messages) or expand a notification group to select options for individual notifications you want to receive and click Save Changes.
   
3. Update your email address if needed.