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My RCH Portal

FAQs

  • What's new?

    From Saturday 8th August 2020, The Royal Children's Hospital (RCH) will expand their Electronic Medical Record (EMR) to become a Parkville EMR, shared with Melbourne Health, Peter MacCallum Cancer Centre and the Royal Women's Hospital.

    There will also be a shared Patient Portal, but with different names and designs. My RCH Portal and 'Health Hub' will look different but you will see the same information when you log in.

    If you're an RCH patient who receives treatment from more than one health service, you can use My RCH Portal to manage and stay up-to-date with your treatment and care across all four health services.

    General

    What is My RCH Portal and Health Hub?

    My RCH Portal and Health Hub are patient portals - secure mobile applications and website that connects you to important information about your care and treatment at the Royal Children's Hospital, Peter MacCallum Cancer Centre, the Royal Melbourne Hospital and the Royal Women's Hospital.

    How are they different?

    My RCH Portal and Health Hub have different names and designs, but are the same portal.

    Why should I sign up?

    Using My RCH Portal and Health Hub is a great way to partner with your hospital teams in your care and treatment. It will make it easier for you to see and manage your hospital information. With access to your information where and when you need it, you will feel more in control of your health and more informed about your care and treatment.

    What can I see and do?

    When you log into My RCH Portal or Health Hub, you will see information about your care and treatment at any of the four hospitals, including upcoming appointments, medications, information about your hospital visits, some test results, allergies and details of your existing problems and diagnoses. You may also be able to view some doctors' notes, change or cancel appointments and request prescription refills.

    Do I have to use My RCH Portal or Health Hub?

    No. Signing up to My RCH Portal and Health Hub is completely optional. If you don't want to use them, you will continue to receive information about your hospital care in the same way you do today.

    Are My RCH Portal and Health Hub different to My Health Record?

    Yes, they are different and completely separate systems. My RCH Portal and Health Hub are not linked to My Health Record. The information you see through My RCH Portal and Health Hub comes directly from your hospital record and relates specifically to your care and treatment at any of the four hospitals. Some of your hospital information is provided to My Health Record and this is why you may see it in both systems.

    Sign up

    How do I sign up?

    Ask for an activation code at your next hospital visit or complete and return one of these forms to have an activation code sent to you:

    My RCH Portal patient request for access form - for RCH patients aged 12 years and older.

    My RCH Portal parent/legal guardian request for proxy access form - for RCH patients parents and legal guardian.

    Health Hub activation request form - for Peter Mac, Royal Melbourne Hospital or Women's patients, legal guardians or medical decision makers.

    You will need to provide identification to get an activation code.

    When you have an activation code, go to the login screen and follow the instructions to complete the sign-up process.

    Can anyone sign up?

    No. You need to be a patient at the Royal Children's Hospital, Peter Mac, the Royal Melbourne Hospital or the Royal Women's Hospital or the parent, legal guardian or medical decision maker of a patient, to sign up for My RCH Portal or Health Hub,

    Can my child sign up?

    Children can sign up for My RCH Portal or Health Hub from 12 years of age.

    Can foster parents or other family members sign up to a child's account?

    No. For the safety and privacy of our patients, only parents and legal guardians can sign up to a child's account.

    My activation code isn't working - what do I do? 

    Please check if your activation code has expired. Activation codes expire after 14 days. If your activation code has expired, please ask the relevant health service for another code.

    If your activation code is still valid, please check that you are entering your activation code exactly as it appears on your letter. The code is case sensitive. If you are still unable to activate your account, please email myrch.portal@rch.org.au or support@health-hub.org.au.

    Can I use my child or dependent's activation code?

    No. Parents, legal guardians and medical decision makers must request their own activation code by completing the My RCH Portal parent/legal guardian request for proxy access form or the Health Hub activation request form.

    I have a My RCH Portal account and will soon be receiving treatment at one of the other hospitals. Do I also need to sign up to Health Hub as well?

    No. You will be able to see information about your care and treatment at the other three hospitals through My RCH Portal. 

    Access, privacy and security 

    How do I access My RCH Portal or Health Hub?

    If you have already signed up for an account, you can login at my.rchportal.rch.org.au or health-hub.org.au or download the My RCH Portal or Health Hub app onto your mobile device from the App store or Google Play store.

    Who can access my account?

    No one can access your My RCH Portal or Health Hub account without your consent, unless you are under the age of 16 or in the care of a legal guardian or medical decision maker. You will get a unique username and password when you sign up, which should not be shared.

    Can I give others access to my account?

    Yes. You can consent for another person to access your account or some parts of your account. This type of access is know as 'proxy' access. You and your proxy will need to download the My RCH Portal parent/legal guardian request for proxy access form or the Health Hub activation request form.

    Can I access My RCH Portal or Health Hub for a person in my care?

    Yes. Parents, legal guardians and medical decision makers can sign up for an account for a person in their care. This type of access is know as 'proxy' access and requires proof of guardianship and photo identification.

    Can I still access my account when I get home from hospital?

    Yes. You can access your account from a computer or mobile device when you leave hospital.

    I can't access my account. Who can help me?

    Contact our help desk on (03) 9345 6277 or email myrch.portal@rch.org.au or support@health-hub.org.au.

    Is my information secure?

    The Royal Children's Hospital, Peter MacCallum Cancer Centre, the Royal Melbourne Hospital and the Royal Women's Hospital are committed to protecting your privacy and confidentiality. Our system uses the latest security technology. We will never send you emails asking for your unique password or login details. If you receive a suspicious email or message about your account, please do not open it. Contact our help desk on (03) 9345 6277 to confirm if the email or message is from us.  

    Using the App

    How do I download the My RCH Portal and Health Hub mobile app?

    You can download a free My RCH Portal or Health Hub app from the App store or Google Play store.

    Your information

    What information do I get through My RCH Portal and Health Hub?

    You will see information about your care and treatment at any of the four hospitals, including upcoming appointments, medications, information about your hospital visits, some test results, allergies and details of your existing problems and diagnoses. You may also be able to view some doctors' notes, change or cancel appointments and request prescription refills. 

    Where does the information in My RCH Portal come from?

    The information you see in My RCH Portal and Health Hub comes directly from your hospital record. This record is stored securely in a single electronic system, which is used by staff at the Royal Children's Hospital, Peter MacCallum Cancer Centre, the Royal Melbourne Hospital and the Royal Women's Hospital involved with your clinical care. 

    What should I do if information is incorrect?

    Speak with your doctor at your next hospital visit or update information about your health issues, medications or allergies through the patient portal. Your doctor will discuss these updates with you at your next hospital visit.

    Can I download and print documents from my account?

    Yes, if you have access to a printer, you can download and print documents from your My RCH Portal or Health Hub account.

    Can I see what information has been sent to my GP?

    You can request a copy of your discharge summary, which is sent to your GP when you leave the hospital.

    Can I upload images to my account?

    Yes, you can upload images to your account to share with your care team.

    Can I make, change or cancel appointments through the patient portal?

    You can cancel an appointment, request a new appointment or request a change to an existing appointment. You can also reschedule some appointments, but you cannot book a new appointment with a clinician or clinic. If you cancel an appointment in My RCH Portal or Health Hub, it is immediately removed from our schedules and no longer available to you. 

    How do I change an appointment?

    To change an appointment, look for a reschedule button with your appointment details. If there is no reschedule button, you will have to call or send a message to change your appointment.

    If I have to cancel an appointment, will other related appointments be changed?

    No. If you need to cancel an appointment that is related to another appointment in some way, you may need to review these appointments as well. 

    How much of my hospital medical history will I be able to see?

    If you are or have been a patient at the Royal Children's Hospital, you will see information from May 2016. However, if you are a patient at Peter Mac, the Women's or Royal Melbourne Hospital, you will see information from the launch of Health Hub on 8 August 2020. 

    How long will it take for me to see my test results?

    You will usually be able to see test results and medical imaging reports within eight days of the final result. This eight-day timeframe allows our clinicians to review a test result, add a note or contact you in person before the result is released to the portal. 

    Why are some of my results not available?

    Some diagnostic tests are not released to My RCH Portal or Health Hub. Your doctor will discuss these results with you directly. Other test results, such as ECHOs, ECGs, and radiology images are not available through the patient portal. Your doctor will give you these results at your next visit.

    What if I can't understand my test results?

    My RCH Portal and Health Hub should not replace communication with your doctor. Your portal will show you your results or imaging reports and, where available, the normal range for that test. This range may not apply to children with certain conditions. Your doctor will continue to communicate with you about your results and the action you should take based on those results. 

    Why are some of my medications missing from the list on the portal?

    You will only see medications prescribed or documented on your hospital record. Discontinued medications will not appear on the portal.

    Can I see who is on my care team?

    Yes. You can see the clinicians who are involved with your clinical care at any of the four hospitals.

    How long will my after-visit summary be available?

    You will always be able to see your after-visit summaries in My RCH Portal or Health Hub.

    Do parents, legal guardians and medical decision makers and children see the same information?

    It depends on the child's age and cognitive ability. Parents, legal guardians or medical decision makers can see all information about a child in their care until the child turns 12 years of age.

    From 16 years, a child has full access to their own account and can determine how much they want their parents, legal guardians or medical decision makers to see. Parents, legal guardians or medical decision makers need written consent from the child to access their account. You can download the consent form for the Royal Children's Hospital or Peter Mac, Royal Melbourne Hospital and Royal Women's Hospital.

    Parents, legal guardians or medical decision makers of children aged 16 and older with cognitive impairment should speak with their clinician about accessing their child's account.

    Help

    Who do I contact if I have further questions?

    If you want further information about the portal, please look for information at your next hospital visit, call our help desk on (03) 9345 6277 or email myrch.portal@rch.org.au or support@health-hub.org.au.

    I have forgotten my password or username. What should I do?

    You can reset your username and password on the login page or email myrch.portal@rch.org.au or support@health-hub.org.au if you need additional help.

    I have signed up for email alerts but I am not receiving them?

    Check your junk/spam email settings and add rch.org.au or health-hub.org.au to your list of trusted websites. Email myrch.portal@rch.org.au or support@health-hub.org.au if you are still experiencing problems.

    Can I update my telephone number and address?

    You can ask us to update your telephone number and address from the contact us page.

    Where can I send any feedback or suggestions about the patient portal?

    To provide feedback, please email myrch.portal@rch.org.au or support@health-hub.org.au, or contact your hospital consumer liaison representative.