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Frequently asked questions

General

What is Health Hub and My RCH Portal?

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

How are they different?

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

Why should I sign up?

Using Health Hub and My RCH Portal 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 or My RCH Portal, 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 Health Hub or My RCH Portal?

No. Signing up to Health Hub and My RCH Portal 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 we do today.

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

Yes, they are different and completely separate systems. Health Hub and My RCH Portal are not linked to My Health Record. The information you see through Health Hub and My RCH Portal 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.

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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 one of these forms to an activation code sent to you:

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

My RCH Portal patient request for access form - for RCH patients aged 12 year or older

My RCH Portal parent/legal guardian request for proxy access form

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 Peter Mac, the Royal Melbourne Hospital, the Royal Women's Hospital or the Royal Children's Hospital or the parent, legal guardian or medical decision maker of a patient, to sign up for Health Hub or My RCH Portal.

Can my child sign up?

Children can sign up for Health Hub or My RCH Portal 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 or 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 the letter. The code is case sensitive. If you are still unable to activate your account, email support@health-hub.org.au or myrch.portal@rch.org.au

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

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

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.

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Access, privacy, and security

How do I access my Health Hub or My RCH Portal?

If you have already signed up for an account, you can login at health-hub.org.au [link] or myrchportal.rch.org.au [link] or download the Health Hub or My RCH Portal 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 or My RCH Portal 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 the Health Hub activation request form [link] or the My RCH Portal parent/legal guardian request for proxy access form [link]

Can I access Health Hub or My RCH Portal 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 or email support@health-hub.org.au or myrch.portal@rch.org.au.

Is my information secure?

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

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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.

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Your information

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

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 my information come from?

The information you see in Health Hub and My RCH Portal comes directly from your hospital record. This record is stored securely in single electronic system, which is used by staff at Peter MacCallum CancerCentre, the Royal Melbourne Hospital, the Royal Women's Hospital and the Royal Children's Hospital 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 or My RCH Portal 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 Health Hub or My RCH Portal, 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 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 2 May 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 or My RCH Portal. 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 and My RCH Portal 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 four hospitals.

How long will my after-visit summary be available?

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

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. You can download the consent form from the Peter Mac, Royal Melbourne Hospital, Royal Women's Hospital or Royal Children's Hospital website [link to page/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 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 support@health-hub.org.au or myrch.portal@rch.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 support@health-hub.org.au or myrch.portal@rch.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 and/or health-hub.org.au to your list of trusted websites. Email support@health-hub.org.au or myrch.portal@rch.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 myrch.portal@rch.org.au, or contact your hospital consumer liaison representative.

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