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Frequently asked questions

General

What is Health Hub?

Health Hub is a patient portal - with a secure mobile application and website that connects you to important information about your care and treatment at Peter MacCallum Cancer Centre, the Royal Melbourne Hospital and the Royal Women's Hospital.

Why should I sign up?

Using 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 Health Hub, you will see information about your care and treatment at any of the three 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 Health Hub?

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

Is Health Hub different to My Health Record?

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

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Sign up

How do I sign up?

Ask for an activation code at your next hospital visit or complete and return this form to receive an activation code:

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 photo 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/consumer at Peter Mac, the Royal Melbourne Hospital or the Women’s. A patient/consumer may authorise a proxy to have access to their Health Hub. This may be a parent, legal guardian or medical decision maker. Children can sign up for Health Hub from 12 years of age. For children under 12, who may be a patient of the Women’s, parents or legal guardians may request proxy access to view their child’s health information.

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 or legal guardians can sign up to a child's account.

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

If you have received your activation link via email or SMS, your code expires after 60 minutes. You may need to request another code from the relevant health service if you haven’t activated your account within this time frame.

If you are activating your Health Hub account by using a code printed on a letter, please ensure you enter this correctly. The code is case sensitive. Printed activation codes expire after 30 days.

If your activation code is still valid, please check you are entering your activation code exactly as it appears on the letter.

If you are still unable to activate your account, you can email:

The Royal Melbourne Hospital: healthhub@thermh.org.au

The Women's: healthhub@thewomens.org.au

The Royal Melbourne Hospital: healthhub@petermac.org

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 Health Hub activation request form.

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Access, privacy, and security

How do I access my Health Hub?

If you have already signed up for an account, you can login at health-hub.org.au or download the 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 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 known as 'proxy' access. You and your proxy will need to complete the Health Hub activation request form

Can I access 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 known 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 (Option 1 for EMR) or email support@health-hub.org.au.

Is my information secure?

Peter MacCallum Cancer Centre, the Royal Melbourne Hospital and the Women's 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 helpdesk on (03) 9345 6277 (Option 1 for EMR) to confirm if the email or message is from us.

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Using the App

How do I download the Health Hub mobile app?

You can download the free Health Hub app from the Apple App Store or Google Play Store.

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Your information

What information do I get through Health Hub?

You will see information about your care and treatment at any of the three 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 my information come from?

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

What should I do if my information is incorrect?

Speak with your doctor at your next hospital visit or update your health issues, medication 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 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 Health Hub?

Patients who have appointments at Peter MacCallum Cancer are not able to cancel or change appointments in Health Hub. For other hospitals in the precinct, you may be able to cancel or change to an existing appointment.

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 the hospital to discuss rescheduling. You may be able to cancel or reschedule some appointments. If you cancel an appointment in Health Hub, it is immediately removed from our schedules and no longer available to you.

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

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

You will be able to see many test results and medical imaging reports within eight days of the final result.

Why are some of my results not available?

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

What if I can't understand my test results?

Health Hub should not replace communication with your doctor. Your portal will show you your test 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 three hospitals.

How long will my after-visit summary be available?

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

Do parents, legal guardians, 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 maker to see. Parents, legal guardians or medical decision makers need written consent from the child to access to their account. Consent can be given using the Health Hub activation request form

Parents, legal guardians or medical decisions 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 need further information about Health Hub, please look for information at your next hospital visit, call our help desk on (03) 9345 6277 (Option 1 for EMR) or email 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. If you require assistance, please call our Help Desk on (03) 9345 6277 (Option 1 for EMR).

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

Check your junk/spam email settings and add phs.org.au and health-hub.org.au to your list of trusted websites. Email 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 or address from the contact us page.

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

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

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