MyChart is a free online tool that allows you to access your health information at Mackenzie Health securely from your personal device (phone, computer, tablet etc.). Log on to any computer, from anywhere, at any time, to stay on top of your health information, including test results, past and future appointments, complete questionnaires, view visit summaries and medications, track your health and more.
*Available for select clinics
Signing Up for MyChart |
Once you have activated your account, log onto MyChart at https://mychart.mackenziehealth.ca/ on your desktop computer or download MyChart to your mobile device at:
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Why Use MyChart? |
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Mackenzie Health’s MyChart offers many benefits for patients, including:
* Available for select clinics |
What can I do in MyChart? |
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With MyChart you can do more than just view your medical information online, you can manage your health information and appointments all in one place. The following are just some of the features and types of health information that can be accessed in MyChart:
*Available for select clinics What personal information can I change in MyChart? The following personal information can be updated in MyChart at any time:
If you wish to change any patient demographic information outside of what is listed, such as your name or date of birth, please contact our Patient Scheduling department, by calling 905-883-1212 ext. 2004 (local to Richmond Hill) or 905-832-4554 ext. 2004 (local to Vaughan) to make these changes. |
SMARTScheduling |
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SMARTScheduling is a feature of MyChart the allows you to manage your appointments from anywhere and any time of day including:
Benefits of these features include:
Anyone who has been a patient at Mackenzie Health in the past can use our SMARTScheduling features by signing up for MyChart, or by logging in at mychart.mackenziehealth.ca. Scheduling an Appointment Appointment scheduling is currently available for select areas including our COVID-19 Assessment Centre, Ontario Breast Screening Program and our Diagnostic Imaging and Respiratory Therapy clinics. For more information on what clinics are available for SMARTScheduling and ways to schedule an appointment, visit our Appointments at Mackenzie Health page. For clinics that are part of our SMARTScheduling program, you will receive an email notification when your appointment is ready to be booked. Once logged in, select the Schedule an Appointment link from either the Visits or Quick Links menus and follow the prompts. You can also schedule an appointment at our COVID-19 Assessment Centre or Ontario Breast Screening Program clinic at any time without a referral to the hospital. As part of scheduling an appointment online, you may be asked a series of safety screening questions before you select your preferred appointment date and time. Managing your Appointments To manage your upcoming appointment(s), go to the Visits menu, click on Appointments and Visits and select the Details button next to the appointment you would like to edit. Once in the details section, you will see links to reschedule, add to wait list and cancel.
How Fast Pass Works If you have signed up to be on the wait list, should an earlier appointment become available, you will receive a notification via e-mail letting you know to log in to your account to accept or decline this new appointment. This notification will go out to five (5) patients at the same time and will be valid for one hour only. Fast Pass works on a first-come, first-serve basis - if another patient accepts the appointment before you do, the offer will no longer be visible in MyChart. Should another earlier appointment become available, you will continue to receive notifications. |
E-Check In with MyChart |
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eCheck-In is available to patients with a MyChart account and combines online pre-registration and check-in to get you to your appointment faster for outpatient clinics at Mackenzie Health. MyChart will send an automated notification two (2) days prior to the appointment date to remind you of your appointment and to eCheck-in. Through eCheck-in you can confirm and update registration information (address, phone number, emergency contact, family physician, health card version code/expiry date) and complete any associated pre-visit questionnaires. eCheck-In can be completed up to the time of your appointment. Once you have completed eCheck-In, you will be provided a barcode that you can print out or pull up on your mobile device and scan at the Self-Serve Patient Registration Kiosk when you arrive for your appointment. Upon arrival on the day of an appointment, patients* check in by visiting Patient Registration, located on the second floor of C-Wing, or designated Registration Area. Patients who have completed eCheck-In can scan their barcode resulting in fewer questions to answer or information to complete, getting them to their appointment faster. *For patients scheduled in our Chronic Kidney Disease clinics, please check in at the front desk upon arrival. For patients scheduled in our Mental Health clinics, please check in using the kiosks located within the clinics. |
Virtual Visits |
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Mackenzie Health is now offering our patients phone and/or video visits for select clinics. This means you will no longer need to come to the hospital for your appointments. Some of your health concerns can be addressed via virtual or telephone care alone, but in some cases your clinican may ask you to visit a hospital or other health care facility, for a physical examination, if necessary. You should also understand that electronic communication is not a substitute for in-person communication or clinical examinations, especially for urgent care or emergency care situations. In an urgent or emergency situation, you are encouraged to visit your nearest emergency department. How do I access my video visit?
For complete details on what you need to download and how to connect to your visit, view our MyChart Video Visits - Connection Tip Sheet along with our instructional video. How do I know if my upcoming appointment is virtual or not? As virtual visits are available for select clinics only, an easy way to check if your upcoming appointment is in person or not is to check your appointment details. Appointment details are accessed by going to the Visits menu, selecting Appointments and Visits and clicking on the appointment you would like to see the details for. There, you’ll be able to see if this visit is in person, on the phone, or by video. Can I invite a family member or caregiver to join my video visit? With a focus on patient-centred care, if you need to have a family member, care giver or another individual join your video visit, please let your care team know when the appointment is being scheduled and again when you are connected to your video visit. Once you are connected to your video visit, select the Participants Icon, then the Invite button and follow the prompts. For more information, view our MyChart Video Visits Connection Tip Sheet for detailed instructions on how to send an invite for another individual to join. Do I need to download anything to connect? If you are connecting using a web browser, you will be prompted to either download and run the application, or to launch from your browser without downloading anything. If you are connecting from a mobile device, it is recommended that you download the required app prior to your appointment time to ensure a seamless connection. The app is available from both Google Play and the App Store. What equipment do I need to connect? To ensure you are able to connect with your clinician for your virtual visit, it is important to make sure that your device(s) meets the technical specifications required for this. To be able to connect you should have:
For a more detailed list of technical specifications click one of the links below:
I’m trying to connect but I’m having trouble, what should I do? We understand that all devices work differently and some individuals may run into issues connecting for a number of reasons. If you have not connected to your video visit within a few minutes of the appointment time, your clinician will call you to assist you in connecting. We also have a tip sheet available with different tips and tricks to assist you in successfully connecting to your video visit. How is my information kept secure? We do our best to make sure that any information you give to us during your virtual visit is private and secure, but no video or audio tools are ever completely secure. There is an increased security risk that your health information may be intercepted or disclosed to third parties when using video or audio communications tools. To help us keep your information safe and secure:
For example, using a personal and encrypted email account is more secure than an unencrypted email account, and your access to the Internet on your home network will generally be more secure than an open guest Wi-Fi connection. By providing your information, you agree to let us collect, use, or disclose your personal health information through video or audio communications (while following applicable privacy laws) to provide you with appropriate care. The following means of electronic communication may be used: email, videoconferencing or telephone. If you have any questions or concerns regarding privacy, please contact the hospital’s privacy officer at privacy@mackenziehealth.ca What if I want to see my clinician in person instead? |
Pay your bill and view statements |
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To access any invoices or statements from Mackenzie Health, or to pay your bill online, visit the Billing menu and select Account Summary. On this page, you will have access to the account status for yourself and anyone you are set as Guarantor to (such as minor children). From here you will be able to pay your bill online, view account details and view your last statement. Pay your bill online If you have an outstanding balance on your account, once logged in to your MyChart account, from the Billing Account Summary page click on the orange Pay Now button and follow the prompts. Please note that all payments are due immediately upon services being rendered. You will be asked to confirm your payment amount and to enter your payment information. Once you submit your payment, you will receive an email confirming that your payment has been received. Pay as guest If you would like to pay a hospital bill for another patient, or you do not have a MyChart account and would like to pay your own bill, click on the Pay As Guest link on our login page. You will be asked to enter your Guarantor Account # as well as the Guarantor’s last name. Your Guarantor Account # is located on the top left-hand section of your invoice/statement underneath your name and address. Once you have successfully entered the Guarantor’s information, you will be prompted to confirm the amount you will be paying. Please note that all payments are due in full immediately upon services being rendered. Next you will be asked to enter your payment information. Once complete, an email will be sent to the Guarantor’s email address on file with Mackenzie Health confirming that payment has been received. If no email address is on file, you will be asked to provide one. View account details To view more details and billing history, select the View Account Details link on the Billing Account Summary page. From here, there will be four different areas that you can navigate to include an Overview of your account, Charges on your file, a list of Payments made as well as any Statements & Letters issued to you. View your most recent statement To view your most recent statement issued to you, click on the View Last Statement link on the Billing Account Summary page. Paperless billing By creating a MyChart account, you will be automatically enrolled in our paperless billing system. This means you will no longer receive statements in the mail, instead you will receive an email notification any time there are updates to your billing status at Mackenzie Health, including new invoices and statements that have been issued, payment due reminders and more. You can turn off paperless billing at any time from the Billing Account Summary page by clicking the cancel paperless billing link. If you are not enrolled and would like to sign up for this feature, you can do so at any time by clicking on the green leaf icon on the Billing Account Summary page. |
Your Health Information |
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How do I see my test results? From the MyChart home page, click on "View your test results" under Quick Links on the right hand side of the page. You can also access your results from the Health menu by selecting the "Test Results" option. All your available diagnostic imaging reports and lab results will appear under this "Test Results" section of MyChart. To ensure results are accurately interpreted in the context of your clinical situation, please review your results with your referring physician. How long does it take for results to appear in MyChart? Results are released as soon as they are available (on average between 1 to 14 days). If you do not see your results within 14 days, please call 905-883-2202 from Richmond Hill or 905-832-4554 ext. 2202 from across Vaughan. How do I see my notes in MyChart? To view clinical notes, log on to MyChart and click on the ‘Visits’ tab, select ‘Appointments and Visits’ and from your past visits, select the visit for which you would like to see your notes. Where applicable, clinical notes will be available under the “Admission Summary” or “Notes” tab. Can I see diagnostic images through MyChart? Diagnostic images are now available through MyChart. Mackenzie Health has partnered with PocketHealth to give patients online access to view and share their images from our hospital and other participating organizations at a reduced fee. This includes x-rays, ultrasounds, CTs, MRIs and other diagnostic testing. Will I be able to view my entire health record in MyChart? Select information about your care at Mackenzie Health is currently available in MyChart. For the outpatient clinics, most clinical notes will be available immediately after your appointment. For inpatient consults, operative notes and discharge summaries, along with any laboratory or diagnostic imaging test results not previously available during your stay, will be available in MyChart upon discharge from the hospital. How can I request a paper or CD copy of my complete health record at Mackenzie Health? Records can be downloaded from MyChart to your computer for printing or transferring to USB or CD by clicking on the ‘Health’ tab, followed by ‘Download my Record’. Mackenzie Health has partnered with PocketHealth to give patients online access to view and share their images from our hospital and other participating organizations at a reduced fee. This includes x-rays, ultrasounds, CTs, MRIs and other diagnostic imaging. By accessing your images online, you can:
Log in to your MyChart Account, visit the Test Results page and follow the link to our partner site, PocketHealth. From there, you can access your images in 3 easy steps:
You can also request a CD copy of your health records from Health Information Services at Mackenzie Health for a small fee. Please visit our Health Information Services page for more information. How can I access my clinical notes for visits prior to July 8, 2017? We can release a portion of your clinical notes to your MyChart account from as early as January of 2015. Please contact us at mychart@mackenziehealth.ca, or call our MyChart Support Line at: 905-883-2202 from Richmond Hill, 905-832-4554 ext. 2202 from across Vaughan to request this information. I have a test result which is higher or lower than the normal, why is that? You may see a result which is higher or lower than the normal reference ranges for that test; however, depending on your medical conditions and the medications you might be taking, this result could be considered acceptable by your physician. Your physician will evaluate your test results in the context of your medical history, physical examination, and other relevant factors to determine whether a result that falls outside of the reference range means something significant for you. If you have any questions about your test results, please contact your referring physician’s office. If some of my health information on MyChart is not correct, what should I do? If you believe your health information is incorrect, you have the right to request a correction to this information. For more information, please visit the Health Information Services section on the Mackenzie Health website. Can I cancel appointments on MyChart? Yes, you are able to view appointments online and cancel appointments up to 24 hours before the appointment for select clinics. To re-schedule appointments, you will need to contact the respective clinic by telephone. |
Access Your Images Online |
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Mackenzie Health has partnered with PocketHealth to give patients online access to view and share their images from our hospital and other participating organizations at a reduced fee. This includes x-rays, ultrasounds, CTs, MRIs and other diagnostic imaging. Log in to your MyChart account to access this and additional features including eCheck-In, lab and test results, preparation instructions for upcoming appointments and more! What are the benefits to accessing my images online? By accessing your images online, you can:
How do I sign up? Log in to your MyChart Account, visit the Test Results page and follow the link to our partner site, PocketHealth. From there, you can access your images in 3 easy steps:
Can I come to the hospital and pick up my images in person? You can request a CD copy of your health records from Health Information Services at Mackenzie Health for a small fee. Please visit our Health Information Services page for more information. What is PocketHealth, and what problem is it solving? Being able to easily view diagnostic imaging files — like Ultrasounds, Mammograms, CT scans and MRIs — is often critical for your ongoing or future treatment and your physician may need rapid access your recent diagnostic imaging to aid or direct their decision-making. How does online access to images help patients and their care team? Reliable access to your images equips patients with the tools to become truly active participants in their own care. With the ability to easily access and control where their health record goes, patients can become more engaged, informed and empowered to make a difference in their own health. What can I do with my images online? By logging onto your MyChart account at mychart.mackenziehealth.ca and accessing our partner site, PocketHealth, you have access to a wide variety of features. For example, you can:
Of course, the most important feature of accessing your images online is that your imaging record(s) will be securely stored in full medical quality that you can access and share at a moment’s notice. Finally: your health records, in your control. How long does it take to receive my images online? Through our partner, PocketHealth, we are electronically connected to your imaging provider (and over 500 other imaging providers across North America), meaning that there is typically no clerical or manual processing related to retrieving your records. That means that once your consent is provided to PocketHealth, within a few minutes you can expect to receive an email notification that all historical exams have been added to your account. If you have a very large record set (some patients have hundreds of historical imaging exams), this may take up to 2 to 3 hours. Your imaging records are typically released between 3 and 14 days after the reports are finalized. If you do not see your images after 14 days, please contact MyChart support: By e-mail: mychart@mackenziehealth.ca or By phone: 905-883-2202 from Richmond Hill or 905-832-4554 ext. 2202 from across Vaughan. Hours: Monday to Friday from 8:00 a.m.to 4:00 p.m. What should online access to images not be used for? Online access to images should not be used for any analysis of your imaging record unless you are a trained medical professional. Diagnostic images require highly specialized training to interpret and often require a sophisticated DICOM viewer to aid analysis as well as full, professional understanding of your medical history. Having online access to images is a powerful tool for you to control and share your imaging records, but that still means you should work closely and collaboratively with your physician at every step of your diagnosis and treatment plan. If you are not sure about which medical professional is best to speak to about a particular exam, try starting with the physician that referred you for the testing! For simplicity, you can find their name on the left of every exam you view, in case you’re not sure exactly who your referring physician was. How long are my records stored for? Your records are stored permanently within your account for your future access. If you prefer to keep your records offline, you can always download your entire record onto your computer. You can also permanently remove all of your records from our partner site, PocketHealth, anytime, and revoke access from anyone you’ve shared your records with. What exactly is included in my record? All of the imaging in the exam(s) you have requested will be included in your record in their original diagnostic format (DICOM). These images also include a number of embedded attributes (e.g., date of exam, body part, patient identifier, etc.) that make up an important and essential part of your imaging record. You should also receive the typed radiologist report for the exams as well, though on rare occasion this may not be possible due to the individual policy of the imaging provider that transferred your imaging record. I think an imaging record is missing, what should I do? If you believe any exams are missing from your account, please reach out to MyChart Support at mychart@mackenziehealth.ca. Let us know the type of exam and date your exam was performed. With this information we can better advise you on how to access your exam. How do I share my record with my physician? You can securely share your entire imaging record (or even just a few, selected exams) directly through our partner site, PocketHealth: simply click on the ‘Share My Records’ button, and select either Email, Fax or Print: Can I check on the status of my share, resend a share, or revoke access? Yes! You are able to view the status of your share, resend it or revoke access to your imaging at any time. To do so, please select ‘My Shares’ in your top menu and you’ll then be presented with a detailed history of how you have shared your records, with status logs and buttons that allow you to resend/revoke any past share. My physician won't accept an email, fax or printed link — what are my options? While sharing and accessing imaging online is the fastest and most secure way for healthcare professionals to access imaging, we understand that certain healthcare professionals may prefer that you provide your imaging in the form of a CD or USB. If that is the case, you can burn your imaging records with a DICOM viewer onto a CD or USB directly by selecting the ‘Share My Records’ button within your account and then selecting “CD/USB”. You can then burn your imaging records onto a CD/USB in their original format, along with a DICOM viewer. How does pricing work and what does my transfer fee cover? Every time you choose to add records from a new imaging provider to your account, you are required to pay a $5.00 transfer fee. This transfer fee allows you to add all past imaging records from that imaging provider. These records will then be stored permanently in your account, and you will never pay an additional transfer fee to access, download or share those records ever again — they’re yours, forever. I’ve had multiple imaging studies done at one institution — do those need to be requested separately? No, when you enroll for access at an imaging provider you will receive all available imaging records in your history there, without a limit to the number of studies. If your imaging studies are from a location that is different from the location you submitted your original request to, then you will need to submit a new request for another location. Each clinic or hospital group has their own online request form, and they each require your consent to having information released. How do I access images of someone who I have Proxy access to? If you have proxy access to a patient’s health information, you can access their imaging by toggling to their account, going to the Test Results page and clicking on the link to view images. As images are released through a third party vendor, to maintain the privacy and security of the patient’s information, if the patient has not previously accessed their imaging, an email will be sent to the patient’s email on file to verify the request and confirm their information. Once this has been done, imaging will be available to those that have proxy access. I need my record, but don't have means to pay - what are my options? Give us a call, toll-free, on our patient support line 905-883-2202 and a representative will be able to process your request to remove the transfer fee linked to your record request. We believe in a Sustainable Pricing model (learn more here) with an affordable fee per record transfer from an imaging center. A key part of this model is that patients that don’t have the means to pay, don’t have to — no questions asked. How do I remove my records permanently from PocketHealth? Please submit your request for permanent deletion to mychart@mackenziehealth.ca. A member of our Support Team will walk you through several steps to verify your identity before processing your deletion request. Please note that deletion requests must be made from the email address associated with your PocketHealth account. This process will not impact the storage status of any diagnostic imaging files at your imaging center or physician’s office. I require further assistance; what resources are available to me? Please feel free to send us a note at mychart@mackenziehealth.ca and a member of our support team will get back to you as soon as possible. You can also contact the MyChart Support Line, at 905-883-2202 from Richmond Hill of 905-832-4554 ext. 2202 from Vaughan. Our telephone support hours are Monday - Friday, 8am - 4pm EST. Our MyChart Support team is always on-hand to answer your questions (big or small) so, when in doubt, reach out and we’ll do our best to answer your questions. |
MyChart for My Family |
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Can I view a family member's health record in MyChart? You can give other individuals, called “proxies”, permission to access your complete MyChart record. You can also access your child’s MyChart record through proxy. It is important to note that a proxy user can see a patient’s entire MyChart record, including all health information and all appointments. In general, there are three types of access that is allowed, some can be completed through MyChart, others must be done on-site at Mackenzie Health: 1) Adult to Child
2) Adult to Adult (Patient is capable)
3) Adult to Adult (Patient is not capable)
If you need to request access in person, please visit the HIS department’s FAQs on the Mackenzie Health website for more information on what is required. Please note that all proxy requests will be completed as soon as possible (on average between 1 and 3 business days). If you do not see that your proxy access has been assigned within 3 business days, please contact MyChart support: By e-mail: mychart@mackenziehealth.ca By phone: 905-883-2202 from Richmond Hill 905-832-4554 ext. 2202 from across Vaughan Can I remove Proxy Access for someone with whom I no longer wish to share my chart? Yes, when proxy access is in place and has been assigned, a patient may log in to their MyChart account and remove the proxy access at any time. Can my spouse and I share one MyChart account? No, due to the sensitive nature of medical information, each adult must establish their own MyChart account. If you wish to share your health information with your spouse, you can assign proxy access directly through your MyChart account. For more information about Proxy access through MyChart, contact MyChart Support: By e-mail: mychart@mackenziehealth.ca By phone: 905-883-2202 from Richmond Hill 905-832-4554 ext. 2202 from across Vaughan In person: Monday to Friday from 8:00am to 4:00pm Health Information Services |
Technical Questions |
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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 request a new, secure password by contacting MyChart Support: By e-mail: mychart@mackenziehealth.ca By phone: 905-883-2202 from Richmond Hill I want to change my password, what should I do? Log into MyChart and select the ‘Profile Tab’ and under Account Settings, select the ‘Login Settings’ option. My account has been deactivated after a few unsuccessful login attempts. What should I do? To verify your information so that we can reactivate your account, please contact MyChart support: By e-mail: mychart@mackenziehealth.ca By phone: 905-883-2202 from Richmond Hill I’ve lost my activation code, or it has expired, how do I get a new one? To verify your information so that we can send you a new activation code, please contact MyChart support: By e-mail: mychart@mackenziehealth.ca By phone: 905-883-2202 from Richmond Hill How is MyChart secure? We take great care to ensure your health information is kept private and secure. All personal health information and data available in MyChart is fully encrypted. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. What is your Privacy Policy? MyChart is operated by Mackenzie Health and is fully compliant with federal and provincial laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records. Please refer to Mackenzie Health’s privacy policy for more information. I was logged out of MyChart, what happened? We aim to protect the privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or longer, you will automatically be logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time. |
MyChart Desktop and Mobile Updates |
A Better MyChart Experience Across Devices and PlatformsSeveral MyChart features now have a responsive design, which allows them to automatically resize and adapt to whatever screen a patient is using, whether it is a desktop monitor, tablet or smartphone. Ex. MyChart login page on full screen Chrome window
Ex. MyChart login page on half-size Chrome window
Patients Are Now Prevented from Accessing MyChart with Internet Explorer 10 and EarlierTo help patients to have a positive experience with MyChart, patients are prevented from accessing MyChart with unsupported browsers. Unsupported browsers are no longer tested by Epic and might potentially have visual or functional issues that could hurt the patient experience. Microsoft does not provide active technical support or new security fixes for any versions of Internet Explorer except the most recent. Because Internet Explorer 11 is the most recent version, Epic will no longer support Internet Explorer 10 or earlier for MyChart. Patients will see an Internet Explorer error message along the lines of ‘domain name did not resolve’ or ‘this site is not secure.’ To continue using MyChart, patients can update their web browser, switch to a different web browser such as Google Chrome or Mozilla Firefox, or use the MyChart mobile app for iOS or Android. MyChart Mobile Version 6.0 or Later Is Now RequiredTo make sure the MyChart mobile app works with all the features in your new version of Epic, there is a new minimum required version for the app. With Epic 2018, patients must use MyChart mobile version 6.0 or later to log in to the MyChart app. Note that to be able to update the MyChart app to version 6.0, patients must have Android 5.0 or higher or iOS 9 or higher. |
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