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FAQ

Enrollment Questions
What is myUCLAhealth?
Is there a fee to use myUCLAhealth?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in myUCLAhealth?
Why are certain test results not shared electronically via myUCLAhealth?
If some of my health information on myUCLAhealth is not correct, what should I do?
My test results are not showing up. What should I do?
If I send a message to my doctor, when can I expect a reply?
Why is my physician not available in the dropdown menu to send a Medical Advice message?
I received my Activation Code after being discharged from the hospital. When I log in to myUCLAhealth, why do I not have the option to request an appointment or send a message?
How do I request paper copies of my official medical record?
myUCLAhealth For My Family
Can I view a family member's health record in myUCLAhealth?
What will my proxy see in my myUCLAhealth account?
May I limit what information my proxy has access to in my account?
Can I ask questions regarding a family member from my myUCLAhealth account?
Can my spouse and I share one myUCLAhealth account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me my activation code as I have lost it, let it expire or did not receive it during my visit?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
How is myUCLAhealth secure?
What is your privacy policy?
I was logged out of myUCLAhealth, what happened?
What do I need to use myUCLAhealth?
My activation code does not work, what should I do?
Is my activation code my user ID?

What is myUCLAhealth?

myUCLAhealth offers patients personalized and secure on-line access to portions of their health information. It enables you to securely use the Internet to help manage and receive information about your health. With myUCLAhealth, you can use the Internet to:

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Is there a fee to use myUCLAhealth?

myUCLAhealth is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a myUCLAhealth activation code during their office visit. This code will enable you to login and create your own user ID and password. Please note that UCLA Health is rolling out myUCLAhealth along with the new electronic medical record system through early 2014. myUCLAhealth is only offered at clinics that have gone live with the new system. Thank you for your patience.

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Who do I contact if I have further questions regarding myUCLAhealth?

Please call our myUCLAhealth Patient Support Line, available 24/7, at (855) 364-7052.

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When can I see my test results in myUCLAhealth?

For outpatient tests, results are released to your myUCLAhealth account after your physician has reviewed them or within three business days of when the results become available. Tests taken during a hospital admission are available within a few hours. Certain tests may take longer to process than others. Please note that imaging and pathology report results are not viewable online.

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Why are certain test results not shared electronically via myUCLAhealth?

Your physician is able to determine which types of test results are able to be accessed through myUCLAhealth. Further, tests of a very sensitive nature are not released to myUCLAhealth.

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My test results are not showing up. What should I do?

Test results from the time you sign-up for your myUCLAhealth account and onward will be available for viewing. Past results are not automatically available for viewing. If you do not see a test result that was taken after you have activated your account, please send a message through myUCLAhealth to your doctorís office to request it be released to you. The particular test may require the doctor to manually send the result to your account.

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If some of my health information on myUCLAhealth is not correct, what should I do?

Your myUCLAhealth information comes directly from your electronic medical record at your physician's office. Ask your physician to correct any inaccurate information at your next office visit or send him/her a message through your myUCLAhealth account. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within two business days. Please note that myUCLAhealth should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention or dial 911 if it is an emergency.

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Why is my physician not available in the dropdown menu to send a message?

UCLA Health is rolling out myUCLAhealth along with the new electronic medical record system in phases through early 2014. myUCLAhealth is only offered at practices that have gone live with the new system. Thank you for your patience.

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I received my Activation Code after being discharged from the hospital. When I log in to myUCLAhealth, why do I not have the option to request an appointment or send a message?

Your appointment and messaging options are for outpatient appointments. If you did not have an existing myUCLAhealth account prior to being admitted to the hospital, no medical offices will be linked to your account. After your next outpatient visit, the appointment and messaging functionality will be made available.

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How do I request paper copies of my official medical record?

Please visit uclahealth.org/medicalrecords to complete an Authorization for Release of Health Information form and further instructions.

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Can I view a family member's health record in myUCLAhealth?

Yes. This is called Proxy access and allows a parent, legal guardian, or caretaker to initially log in through their personal myUCLAhealth account before they can connect to information regarding their family member.

If you are the parent or legal guardian of a patient under 12 years of age, you may request proxy access at the patientís next outpatient appointment.

If you are requesting proxy access to a consenting adultís account, the consenting patient must complete the Adult Proxy Consent Form and submit it to his/her doctorís office.

If proxy access is needed for a patient with diminished capacity, please present appropriate legal documentation, such as Power of Attorney or Health Directive, to the patientís doctorís office or to the UCLA Health Medical Records Office (uclahealth.org/medicalrecords).

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What will my proxy see in my myUCLAhealth account?

A proxy is granted full access to your myUCLAhealth account. They will be able to see everything you see when you log in.

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May I limit what information my proxy has access to in my account?

At this time, there is no method of limiting the type of information an approved proxy can access. There are two options: no access or full access to your account.

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Can I ask questions regarding a family member from my myUCLAhealth account?

myUCLAhealth offers direct access to your personal health record and communication about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care. However, if you are a proxy, you may log in to your own account and access the patient's account to send a question on behalf of the patient.

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Can my spouse and I share one myUCLAhealth account?

No. Due to the sensitive nature of medical information, each adult UCLA patient must establish their own myUCLAhealth . However, if you would like your spouse to have access to your health information, you may grant proxy access to each otherís accounts by completing the Adult Proxy Consent Form for each other.

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I forgot my password. What should I do?

You may click the "Forgot password" link on the sign-in page to reset your password online. You may also contact our myUCLAhealth Patient Support Line at (855) 364-7052 to request a new, secure password.

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Can you send me my activation code as I have lost it, let it expire or did not receive it during my visit?

Please call our Patient Support Line at (855) 364-7052 to your retreive your activation code. Please have your medical record number and date of birth ready before you call. You may also ask for one at your next visit. Privacy issues prevent us from e-mailing a new activation code to you.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into myUCLAhealth and from the left menu, go to the My Contact Information section and select the appropriate option.

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How is myUCLAhealth secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal IDs and passwords. Each person controls his or her password, and the account cannot be accessed without that password. Further, myUCLAhealth uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with myUCLAhealth. Unlike conventional e-mail, all myUCLAhealth messaging is done while you are securely logged on to our website.

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What is your privacy policy?

myUCLAhealth is owned and operated by UCLA Health and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased by myUCLAhealth.

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I was logged out of myUCLAhealth, what happened?

We aim to protect your privacy and security of your information. While logged into myUCLAhealth, if your keyboard remains idle for 10 minutes or more, you will be automatically logged out of myUCLAhealth. We recommend that you log out of your myUCLAhealth session if you need to leave your computer for even a short period of time.

What do I need to use myUCLAhealth?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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My activation code does not work, what should I do?

For your security, your activation code expires after 1 year and is no longer valid after the first time you use it. Please contact our myUCLAhealth Patient Support Line at (855) 364-7052 for futher assistance

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Is my activation code my user ID?

No, your activation code is not your myUCLAhealth ID or password. You will use this code only once to log into myUCLAhealth for the first time. (The code will expire after you have used it or after 1 year). When you log into myUCLAhealth the first time, you will then be asked to create your own unique myUCLAhealth ID and password.

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