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MyChart ® Epic Systems Corporation

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Frequently asked questions

About My RCH Portal
What is My RCH Portal?
Access to My RCH Portal
Who can have a My RCH Portal account?
Do parents and legal guardians need to provide proof of guardianship?
Can foster parents or other family members access portal accounts?
Do parents and children have access to the same information?
Getting Started
How do I sign up?
What if I want an account and am not coming into RCH for some time?
Do I need an email address to sign up to My RCH Portal?
What if I can't activate My RCH Portal account?
How do I download the My RCH Portal mobile app?
Who do I contact if I have further questions?
Can I use my child's activation code to access My RCH Portal?
Information on My RCH Portal
Where does the information in My RCH Portal come from?
What should I do if information in My RCH Portal is incorrect?
Can I schedule, change or cancel appointments through My RCH Portal?
When can I see test results on the portal?
Why are some results or imaging reports not released?
What if I can't understand my test results?
Why are some of my medications missing from the list on the portal?
Troubleshooting and technical
Is My RCH Portal secure?
I have forgotten my password or username. What should I do?
I have signed up for email alerts but I am not receiving them?
What browsers does My RCH Portal support?
Can I update my telephone number and address in the portal?
Where can I send any feedback or suggestions about My RCH Portal?

About My RCH Portal

What is My RCH Portal?

My RCH Portal is a website that connects you directly with information in your RCH medical record, when it suits you - from your computer or on the go. You can use My RCH Portal to:

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Access to My RCH Portal

Who can have a My RCH Portal account?

RCH patients and families can have a My RCH Portal account.

Children can sign up for an account from 12 years of age.

Parents and legal guardians can also sign up for an account for a child in their care.

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Do parents and legal guardians need to provide proof of guardianship?

Parents and guardians will be asked to sign an authorisation form, stating that they are the legal guardians of the child. They will also need to provide photo identification.

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Can foster parents or other family members access portal accounts?

No. For the safety and privacy of our patients, only parents and legal guardians can get access to a child's My RCH Portal account.

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Do parents and children have access to the same information?

The level of access depends on the child's age and cognitive ability.

Parents and legal guardians have full access to information in My RCH Portal until a child turns 12 years of age. Children cannot access the portal until they turn 12.

From 12-15 years, a child has restricted access to the portal and shares access with their parent or legal guardian. In some instances, information may also be restricted for parents or legal guardians of children aged 12-15 years. You or your child will need to discuss this with your clinician.

From 16 years, a child has full access to their My RCH Portal account and can determine the level of access they want to give to their parents or legal guardians. Parents or legal guardians need written consent from the child to access to their My RCH Portal account – download and return a My RCH Portal: Parent/Legal Guardian Request for Proxy Access Form.

Parents or legal guardians of children aged 16 and older with cognitive impairment should speak with their clinician about accessing their child's My RCH Portal account.

Find out more about what you or your child can access through the portal.

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Getting Started

How do I sign up?

You will need an activation code to sign up to My RCH Portal.

Ask your doctor or another RCH staff member for an activation code at your next hospital visit.

Or complete and return the appropriate Request for Access Form from the RCH website to get an activation code sent to your home.

You will also need to provide some identification so we can make sure you or your child's health information remains private.

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What if I want an account and am not coming into RCH for some time?

We can send an activation code to your home. Simply download and return the appropriate Request for Access Form from the RCH website, along with a copy of your identification, to get an activation code sent to you.

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Do I need an email address to sign up to My RCH Portal?

No. You do not need to provide an email address to sign up to My RCH Portal but you will need an email address to receive alerts when new information, such as lab test results or upcoming appointments, is added to the portal

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What if I can't activate My RCH Portal account?

Check if your activation code has expired. Activation codes expire after 14 days. If your activation code has expired, please ask RCH staff for another code.

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 myrch.portal@rch.org.au

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How do I download the My RCH Portal mobile app?

You can download the My RCH Portal app free from the app store (iPhone) or the play store (Android).

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Who do I contact if I have further questions?

If you want further information about the portal, please speak with your clinician at your next RCH visit or go to www.rch.org.au/my-rch-portal.

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Can I use my child's activation code to access My RCH Portal?

No. Parents or legal guardians cannot use their child's activation code or login to their child's portal account to view their health information. You must apply separately for a My RCH Portal activation code by completing a Parent/legal guardian request for proxy access form from the RCH website. Go to www.rch.org.au/my-rch-portal.

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Information on My RCH Portal

Where does the information in My RCH Portal come from?

The information in My RCH Portal comes directly from you or your child's RCH medical record. This information is added and updated by the clinicians you see at RCH.

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What should I do if information in My RCH Portal is incorrect?

Speak with your doctor at your next hospital visit or update information about your health issues, medication or allergies in My RCH Portal. Your doctor will discuss these updates with you at your next hospital visit.

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Can I schedule, change or cancel appointments through My RCH Portal?

You can cancel an appointment and request a new appointment or a change to an existing appointment through My RCH Portal, but you cannot schedule appointments directly with RCH clinicians at this time.

If you cancel an appointment through the portal, it is immediately removed from our schedules and no longer available to you.

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When can I see test results on the portal?

Test results and medical imaging reports are released to the portal within eight days of the final result.

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Why are some results or imaging reports not released?

Some diagnostic tests will not be released to the portal. Your doctor will discuss these results with you directly.

Other test results, such as ECHOs, ECGs, EKGs, and radiology images are also not available through the portal. Your doctor will give you these results at your next RCH visit.

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What if I can't understand my test results?

My RCH Portal should not replace communication with your doctor. The 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.

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Why are some of my medications missing from the list on the portal?

Only medications prescribed or documented on the RCH medical record by your RCH specialist will appear in My RCH Portal. Discontinued medications will not appear on the portal.

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Troubleshooting and technical

Is My RCH Portal secure?

RCH uses the latest in secure technology to protect you or your child's health information. No personal data is stored on your browser, phone or tablet.

Your username and password is unique. To help protect you or your child's personal health information, do not share your username and password and always log out of the portal at the end of your session. The portal will automatically log out if your keyboard or keypad remains inactive for 15 minutes.

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I have forgotten my password or username. What should I do?

You can reset your username and password on the My RCH Portal login page or email myrch.portal@rch.org.au if you need additional help.

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

Check your junk/spam email settings and add rch.org.au to your list of trusted websites.

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What browsers does My RCH Portal support?

Internet Explorer 9-11, Firefox 33 or later, Chrome 38 or later, and Safari 6.

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Can I update my telephone number and address in the portal?

You can request updates to your telephone number or address from the contact us page.

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Where can I send any feedback or suggestions about My RCH Portal?

To provide feedback about My RCH Portal or your RCH experience, please contact the RCH consumer liaison team.

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