Frequently asked questions

How will my doctor(s) know they can release my records to you?

Once you have created your Medchart account, you will be asked to provide an electronic signature consent granting Medchart permission to access your records on your behalf. We will send that form to your doctor who will then know that we have your permission to release them to us.

What if I can't remember the names of all my doctors?

That’s ok, you can search from our database and/or provide us with as much information as you can remember. We will work on tracking them down.

Can I add records to Medchart so I don't have to request them again?

Yes! Once you’ve created your account you can upload any records you already have to the online patient portal.

Can I share records with family or my other doctors?

Yes. You can easily share your records with anyone you wish by entering their information in your patient portal.

Do I have to pay for my medical records?

Access to your medical records is an uninsured service under the Canadian Healthcare System. Unfortunately, this means that fees are passed on to patients (if applicable).

If my provider charges to get records, will I have to pay those charges?

Typically providers charge around $30. While Canadians have the legal right to their health records, physicians may charge for access to records. If your providers send us an invoice after submitting your request, you will be given the option to pay these fees through Medchart.

How do you keep my information private?

Your privacy is our number one priority. Medchart operates with several safeguards to ensure the privacy of your personal information.

Medchart uses industry-leading encryption technologies used by major banks to secure your information, and continuously monitors and upgrades our systems on new developments. Data is encrypted at rest and in transit using advanced AES-256 and 2048-bit SSL protocols. Access to your online profile and medical records is protected by your personal login details. A 2-factor authentication system (a verification code sent to your cell phone or email at time of login) minimizes the chances of unauthorized access in case your login details have been stolen.

Any of your personal information which Medchart collects via this Site is subject to the Medchart Privacy Policy, which can be found at www.medchart.ca/privacy

Does Medchart own my health records?

No! Your personal health information will always belong to you.

How long will it take to get my records?

The process of obtaining copies of your records may take up to 30 days, but we can often get your records quicker than that. You can check the status of your record requests on the Order History page in your Portal.

How far back can you get records?

If your records exist, we will track them down. That being said, physicians in Canada are only required to keep records for 10 years from the date of the last entry in the record. For patients who are children, records must be kept until 10 years after the day which the patient reached the age of 18. Keep in mind, however, that many physicians keep records beyond these timelines.

Can you get my psychiatric records?

Psychiatric records can be a bit trickier than regular medical records. It is at the physician’s discretion whether to release psychiatric records or not.

Can you get records from non-publicly funded healthcare providers? (e.g. dental and optometry)

Yes, we can get records from any provider that stores your personal health information.

What is your refund policy?

Our refund policy can be found here     www.medchart.ca/refund-policy

PRIVACY FAQ

What you need to know about privacy

What is privacy?

Privacy is your individual right to retain control over the collection, use and disclosure of your personal information.

What is breach of privacy?

Breach of privacy, confidentiality, or security refers to the unauthorized access, collection, use, or disclosure of any personal information or personal health information.

What is personal health information?

Personal health information, means identifying information about an individual in oral or recorded form, if the information relates to the physical or mental health of the individual, including information that consists of the medical history of the individual’s family, and is consistent with the definition as set out in relevant privacy and health privacy legislation.

What is NOT personal health information?

Any data that has been collected in which all personal identifiers have been removed, such that the information could not reasonably be used to identify the individual, is not considered personal information.

What does Medchart do with my health information?

With your consent, Medchart helps you consolidate and access your health information on a secure online account. Specifically, we:

- collect copies of your official medical records from your healthcare providers;

- if necessary, convert your paper records into an electronic format, and promptly and securely dispose of the paper copy;

- upload the electronic copy of your records onto a secure, encrypted online database;

- allow you to access these records on your personal password-protected Portal on our website;

- and allow you to authorize other users (such as your healthcare provider or family member) to securely access your records.

How does Medchart protect my personal information?

Medchart operates with several safeguards to ensure the privacy of your personal information, including administrative, physical and technical safeguards:

- Medchart’s Privacy Policy governs the way in which all employees manage client information. Concern for your privacy is our top priority and is engrained in the company culture. In addition, all MedChart employees must sign a confidentiality agreement as a condition of employment.

- Medchart implements facility access controls and workstation security to protect client information.

- Medchart uses the industry-leading encryption technologies used by the major banks to secure your information, and continuously monitors and upgrades our systems on new developments. We have role-based access controls to ensure employees only manage information if and when necessary.

- Access to your online profile and medical records is protected by your personal login details. An optional 2-factor authentication system (a verification code sent to your registered cell phone or email at time of login) minimizes the chances of unauthorized access in case your login details have been lost or stolen.

Who does Medchart give my health information to?

Medchart only discloses your health information to you and anybody you have expressly consented that we disclose information to (e.g. substitute decision-maker, family member, healthcare provider). Medchart does not sell your personal information or personal health information to anybody.

What is a substitute decision-maker?

If you are unable to give consent with regards to your personal information due to reasons of competency or consciousness, the consent decision falls to the lawfully-appointed substitute decision-maker such as a parent or guardian. This person is bound by law to act on your behalf and must make decisions based on their belief of what you would wish done if you were able to decide.

Can my spouse/partner/family/friends ask medchart to access to records?

No, Medchart cannot disclose any of your personal information unless you have given express consent to disclose information to that individual or that individual is your substitute decision-maker.

If the terms of use change, is it my responsibility to determine if a change was made?

We will frequently update the terms of use and notifications of these changes will be published on the website. On the terms of use page, you will see the date of the most recent update. We suggest that you check the terms of use regularly to see updated information.

If I don’t agree to a change in the terms of use, do I need to stop using the portal?

If you don’t agree with our terms of use, you have the option to stop using our portal. You may download all of your Personal Health Information and delete your account in which case your information is permanently erased from the Medchart servers.

Does my Personal Health Information become Medchart property?

No. Your information will remain your property. Occasionally, we may need to use de-identified information, for example, to present user statistics. The process for de-identification of Personal Health Information is strictly regulated by the Ministry of Health andis fully compliant with government regulations.