Proxy Access Questions
Can my carer or family member also get access to Health Hub?
Yes, with your consent. A patient/consumer may authorise a proxy to have access to their Health Hub. This may be a parent, legal guardian or medical decision maker. Your proxy will have their own Health Hub account, with their own proxy username and password, that provides them with access to your information. To find out more about requesting proxy accounts, please visit the Patient and Carer Support Service or complete the Health Hub activation request form.
What is the difference between full access and limited access (for proxy users)?
A Health Hub proxy account can have full or limited access to a patient’s information.
Full proxy access typically means whatever the patient can see, the proxy can also see. Proxy accounts with limited access are unable to view or update clinic notes, after-visit summaries or medications. They also do not have access to preventive care details, medical and family history, implants, or educational materials.
Account Questions
Instead of a password, how do I set up a PIN code or fingerprint biometrics for the Health Hub app? (Mobile apps only)
You can create a four-digit PIN code and set up face ID (iPhone) or fingerprint biometrics under “Account Settings” in the menu. The menu is located on the top left corner in the Health Hub mobile app.
How do I deactivate my account?
You can deactivate your own account by logging in and navigating to 'Security Settings' in the menu. You can also reach out the EMR Help Desk on (03) 9345 6277 (Option 1 for EMR) or Patient and Carer Support Service (03) 8559 8871 for help deactivating your account. While you will no longer be able to access your account, your medical information and other associated data will not be deleted for legal requirements and to ensure you continue to receive the best possible care from your clinicians.
If any other Health Hub users have access to your medical information, they will continue to have access to your medical information even after your account is deactivated. You can request for proxy access to also be deactivated for your account.
You will not be prevented from signing up for Health Hub again in the future.
I forgot my username or password, what do I do?
You can ask a Peter Mac staff member at your next visit. Alternatively, you can call the EMR Help Desk on (03) 9345 6277 (Option 1 for EMR) or Patient and Carer Support Service (03) 8559 8871.
See Health Hub password reset instructions.
I have a new email address and the two-factor verification is sent to an old email address, what do I do?
You can call the EMR Help Desk on (03) 9345 6277 (Option 1 for EMR) to update your email address.
Functionality Questions
When does Health Hub send me a notification?
Health Hub will usually send a notification/reminder one week prior to any scheduled clinic appointments. You will also get notifications if you get new messages.
Health Hub will send a notification to your phone/tablet (if you have the mobile app) and/or your email address. These emails are very generic and will advise you to log into the portal to see the new message. This is cybersecurity design to help protect your healthcare information from appearing in emails.
Health Hub is currently configured to not send notifications when new appointments are just made or rescheduled by Peter Mac staff members. This is to reduce excessive alerts to patients. Coordination of care in cancer is complex and many appointments are related, meaning there can be many scheduling updates to get to the best plan. Health Hub will always have the latest appointment date/time information. Peter Mac staff will contact you directly if there are last minute changes.
Where can I see my Medical Record Number (MRN) in Health Hub?
There is currently no field in Health Hub to see your MRN. However, you often can see your MRN if you open your Letters or After Visit Summaries. We are working with the software vendor to improve this.
Why are some of my test results not available?
Health Hub will display most of your pathology test results and radiology test reports that have been performed at Peter Mac, Royal Melbourne Hospital, Royal Children’s Hospital or Royal Women’s Hospital. If resulted at our hospitals, your results are generally released automatically.
- For basic pathology test results, these will be available 4 days after the test is finalised. Example: Full Blood Counts, Electrolytes and Blood Cultures
- For COVID results, these will be available instantly if negative or after 24 hours if Final Positive.
- For x-ray reports and respiratory function test, these will be available 4 days after the test is finalised.
- For radiology/imaging reports (not the scans or images), these will be available 42 days after the report is finalised. Example: ultrasound, MRI, PET scans, mammogram.
Unfortunately, not all diagnostic tests can be released automatically to Health Hub – your clinicians will discuss these results with you directly. You can always ask your clinician to give you a copy of the results or manually release the result to your Health Hub (sometimes possible).
I did my tests elsewhere (not at Peter Mac), can I see these results on Health Hub?
Tests performed outside of Peter Mac, Royal Melbourne, Royal Women’s or Royal Children’s Hospital cannot be accessed automatically through Health Hub. However, you can always ask your clinician to give you a copy of these external results or manually release the result to your Health Hub (sometimes possible).
Can I reschedule or cancel an appointment in Health Hub?
At Peter Mac you cannot reschedule or cancel an appointment within Health Hub. This is because the coordination of appointments for cancer care can be complex, and the timing of appointments need to be carefully considered and arranged by your care team. If you need to reschedule or cancel an appointment, it is recommended to contact Peter Mac via telephone or contact your Patient Navigator. Find your patient navigator contact details. If you open your appointment in Health Hub, there will be a contact phone number for your appointment.
Can I talk to my doctor through the messaging platform in Health Hub?
The messaging platform is for non-urgent Health Hub related questions only. If you want to get in touch with your Peter Mac care team, please contact your Patient Navigator. Find your patient navigator contact details.
Read more FAQs located on Health Hub.