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FAQs: My Health Connection

My Health Connection

Is there a fee to use My Health Connection?

My Health Connection is a free service offered to our patients.

When can I see my lab/test results or why are they not appearing in My Health Connection?

Your test results are released to your My Health Connection account after your physician has reviewed them. This is generally within 24 hours. Tests of a very sensitive nature are not released until you are contacted by your doctor first for:

  • New HIV results (newly diagnosed – qualitative HIV)
  • PET scans - radiology exams that could be used for cancer screening are delayed 7 days (CT, MRI)
  • Pathology (results are delayed 14 days)

You may contact your clinic directly to ask them about releasing your results.

If some of my health information on My Health Connection is not correct or is incomplete, what should I do (such as general info, diabetic summary, RX refills, etc.)?

Your My Health Connection information comes directly from your electronic medical record at your doctor's office and may be incomplete from when it was transferred to the new system. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record at each visit.

Why can't I request a refill for all of my medications?

You can only renew prescriptions that were filled by University of Colorado Health pharmacies. For prescriptions that you have filled at other pharmacies, please contact that pharmacy.

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.

NOTE: My Health Connection should NOT be used for urgent matters. Please contact your clinic if the situation requires immediate attention or dial 911 if it is an emergency.

How can I see my provider's note from my visit?

The clinic staff may have told you how to view your provider's note from your visit. This feature is available at only a few UCHealth locations at this time. If your note is available, you will be able to view it from the "past appointments" tab.

Participating clinics for this new feature include University Medicine (UM) at Lowry, UM Seniors, UM Lone Tree, University Family Medicine (UFM) Stapleton, UFM Boulder, UFM Westminster, and UFM Park Meadows.

If you would like to read more about the Open Notes initiative that UCHealth is participating in, go to http://www.myopennotes.org/what-is-opennotes-2.

How do I change my primary care provider (PCP)?

Contact your clinic to make this change for you.

Can I view another's health record in My Health Connection?

My Health Connection’s (MHC) Adult and Child Proxy service allows a person designated by the MHC account holder (a "proxy") to log into the account holder's My Health Connection account to access his or her health information. My Health Connection’s Adult and Child Proxy service can also be used by legal guardians or caregivers with Durable Power of Attorney for Healthcare of dependent adults and children to access portions of the medical record. Visit the Sharing My Health Connection Accounts page for details and forms.

Can I ask questions regarding a family member from My Health Connection account?

No, due to the sensitive nature of medical information, each adult must send messages from their own My Health Connection account. However, this feature is available in the My Health Connection’s (MHC) Adult Proxy service. Please read the above ‘Can I view a family member's health record in My Health Connection?’ section for more details.

Can my spouse and I share one My Health Connection account?

No, due to the sensitive nature of medical information, each adult must request and establish a separate My Health Connection account. You can use the same email address, but you must have separate logins to My Health Connection. However, this feature is available in the My Health Connection’s (MHC) Adult Proxy service. Please read the above ‘Can I view a family member's health record in My Health Connection?’ section for more details.

Can I view more than one My Health Connection account at the same time?

No, only one account can be logged in at a time.

Where can I update my personal information (home address or email)?

Log into My Health Connection and from the home page on the left menu, go to “Settings” and select the appropriate option.

Where can I change my password?

Log into My Health Connection and from the top navigation menu, go to “Preferences” and select the “Change Password” button on the left.

How is My Health Connection secure?

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

What is your Privacy Policy?

Review our privacy policies.

What is your policy on terms and conditions?

Review our terms and conditions.

I was logged out of My Health Connection - what happened?

We aim to protect your privacy and security of your information. While logged into My Health Connection, if your keyboard remains idle for 20 minutes or more, you will be automatically logged out of My Health Connection. We recommend that you log out of your My Health Connection session if you need to leave your computer for even a short period of time.

Who do I contact if I have additional questions?

If you have additional questions about how to access your account or navigate within My Health Connection, please use the contact us email form and select My Health Connection in the reason drop down.

Support Hours:
Monday - Friday, 8 a.m. to 5 p.m. (Mountain Time) Depending on volumes, please allow up to one business day for reply.

IMPORTANT NOTE: Contact us form is not a secured email account and should NOT be used for sharing personal identity or medical information. We recommend you only provide full name and email information. Do NOT send your username and password in the same email and never give your entire Social Security Number to anyone.

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