*Required fields are marked with an asterisk.

 

myCKHealth Patient Portal:

Frequently Asked Questions

 

General

 

What is a myCKHealth Patient Portal?

The myCKHealth Patient Portal is a web-based patient portal that provides you with fast, convenient access to participating Crozer-Keystone Health Network providers.  myCKHealth is a secure site that will allow you to access parts of your electronic medical record, communicate with your provider's office, request an appointment, request medication refills, and pay your bill from your provider's office.

To get started with the myCKHealth Patient Portal, please visit your provider's office.

Who can sign up for myCKHealth?

myCKHealth is available to patients 18 years of age or older, who see a participating provider of the Crozer-Keystone Health Network.  However, a person under the age of 18 who has graduated high school, has married, or has been pregnant are also eligible for a myCKHealth account.

To view the current participating providers, please view our Participating Providers page.
 

Is there a fee to sign up?

myCKHealth is a free service offered to Crozer-Keystone Health Network patients who see a participating provider.


Am I able to communicate with my provider through myCKHealth?

Yes, through myCKHealth you are able to send secure messages to your provider's office.  You will receive a notification e-mail at the e-mail address you provided at your provider's office.  myCKHealth is not a substitute for timely contact or consultation with your provider.

In the case of an emergency, please call 911 or go to the nearest emergency department.

Am I able to communicate to all of my providers through myCKHealth?

If your provider part of the Crozer-Keystone Health Network and is a participating provider of the myCKHealth Patient Portal, you will be able to send secure messages to them. 

 

Getting Started with myCKHealth

 

How do I register for a myCKHealth account?

To register for myCKHealth, visit your participating Crozer-Keystone Health Network provider's office and ask for the myCKHealth Patient Portal enrollment information.  The office staff will then provide you with the myCKHealth Patient Portal Terms & Conditions of Use to review and sign.  After you have agreed to the Terms & Conditions of Use, the staff will ask for your personal e-mail address to use to create your patient portal account.  The staff will then provide you with a Welcome Handout with step-by-step directions on how to log in for the first time.

I did not receive a confirmation account, what do I do?

Check your spam, junk or bulk folder in your e-mail account.  The notification e-mail may be in there.  To prevent this from happening, add myCKHealth@crozer.org to your address book.

My family member and I use the same e-mail account, what do I do?

Each myCKHealth account must have a unique e-mail address.  Your e-mail address must be unique since it can be used as your User ID to access your patient portal account.  There are many service providers that offer free e-mail accounts.  You will have to create a second account for yourself or your family member so you both receive the appropriate e-mail notifications when new information is sent.

I logged in to my patient portal account, now what?

Congratulations!  You are now connected with your Crozer-Keystone Health Network providers.  Take some time to review the information in your My Medical Record section.  If you see anything that may be wrong or out-dated, please use this as an opportunity to send a secure message to your provider to let them know.

 

My Medical Record

 

My personal information is not correct.  What do I do to update it?

If your personal information is not correct, please contact your provider's office by sending a secure message or telephone.  Any changes that you submit will not be seen automatically.  The staff must make the changes in your electronic medical record first in order for the updates to show in your myCKHealth patient portal account.

I recently had tests done.  How do I see the test results?

Your test results will not automatically appear in your myCKHealth patient portal account.  Your provider will have to see the test results first and then send the results to you through a secure message.  Please notify your provider if you wish to have your results sent to you electronically through the patient portal.

What if I have a question about the health information I am seeing?

Please contact your provider's office by telephone or by sending a secure message to them.

What do I need to do to update my information?

Communicate this information to your provider.  Your provider and/or staff will need to make the changes in your electronic medical record first in order for the updates to show in your myCKHealth patient portal account.

 

Secure Messages

 

How do I view my secure messages?

Log in to your myCKHealth patient portal account and click on the My Messages tab at the top of the page.  Your secure messages will be listed here.  Double-click on your secure message to open it.

How do I send a secure message to my provider?

To send a secure message to your provider, begin by logging in to your myCKHealth patient portal account.  Next, click on the Online Patient Services tab and select Send a Secure Message.  Choose the office where your Provider is located and then choose your provider's name in the next drop-down menu.  Pick the appropriate subject that best fits your message and then type your message in the space provided.  When you are ready to send your secure message, click the Send button located at the bottom-right of the page.  You can expect to hear back from a staff member within 2-3 business days.

My secure message notifications are going to my spam, junk or bulk folder.

To prevent this from happening, add myCKHealth@crozer.org to your address book or contact list.

 

My Password and User ID

 

I do not remember creating a password.  How do I log in?

If you enrolled at your provider's office, you should of received a Welcome Handout that contains your account information.  If you were not given a Welcome Handout or misplaced it, please contact the myCKHealth Support Team at 610-619-8444 or e-mail us at myCKHealth@crozer.org.

I forgot my password.  How do I log in?

Passwords are case-sensitive.  Please make sure that your Caps Lock is not on.  You can set up a new password by completing the "I forgot my password" form.  Follow the instructions and you will be allowed to create a new password for your account.

If you continue to experience problems trying to log in, please contact the myCKHealth Support Team at 610-619-8444 or e-mail us at myCKHealth@crozer.org.

I can't remember what my answers are to the hint questions I chose.  How can I log in?

Please contact the myCKHealth Support Team at 610-619-8444 or e-mail us at myCKHealth@crozer.org.

I forgot my User ID.

Your User ID is also your e-mail address used to sign up for the myCKHealth Patient Portal.

I want to change my User ID and/or password.

To change your User ID or password, log into your myCKHealth account and click on “Edit UserID’s Account” located on the top-left corner of the webpage.  Click “Change” to the appropriate item you wish to change and submit your new User ID or password.

My e-mail address has changed.  How do I update my myCKHealth account?

To update your account, please log into your myCKHealth account and click on “Edit UserID’s Account” located on the top-left corner of the webpage. Click “Change” to the appropriate item you wish to change, clear your old e-mail address by deleting it and submit your new e-mail address.  You will be warned that you are changing your e-mail address and an e-mail to confirm your request will be sent to the new e-mail address you provided.  You will be unable to log in until you follow the confirmation link in the notification e-mail.

 

Technical and Security

 

How is myCKHealth secure?

myCKHealth must be accessed with a Secure Sockets Layer (SSL) compatible browser or terminal (Netscape or Internet Explorer versions 8.0 or greater).  Our SSL web server uses authentication and industry standard 128-bit encryption so you can be sure that your information is safe.

What browser works best with myCKHealth?

myCKHealth Patient Portal runs best with Internet Explorer 8.0 or higher.  Supported browsers are listed below:

Internet Explorer 9.0 or higher (Windows)
Google Chrome (Windows, Mac, Linux)
Firefox (Windows, Mac, Linux)
Safari (Windows, Mac)

I have Internet Explorer 11 and getting an "unsupported browser" message.

At the top of the page, select Tools in the menu bar located just beneath your web address bar.  In the Tools menu, select Compatibility View Settings.  Once the settings box opens, crozer.org should be in the dialogue box, select Add.  After selecting add, select Close, at the bottom of the box.

You should now be able to log in and view your portal details. If you need further assistance, please feel free to contact the myCKHealth Support Team at 610-619-8444 or by e-mail at myCKHealth@crozer.org.

I was logged out of myCKHealth, what happened?

We are committed to protect your privacy and security of your information.  While logged into myCKHealth, you will be automatically logged out if your keyboard is idle for 15 minutes.  Before you are automatically logged out, you will be given 60 seconds to extend your time on myCKHealth by entering your password.  We suggest to always log off of myCKHealth when you are finished or need to step away from the computer for your privacy and security of your information.

I cannot click the Log In or Save buttons?

You may have web browser cookies that are preventing you from logging in or saving your account information.  The web browser cookies may contain information for a customized Web page or contain logon information for a Web site. 

What is your privacy policy?

You can download and save our privacy policy by clicking here or by visiting: http://www.crozerkeystone.org/pdf/PrivacyPracticesNotice_v2.pdf

Why do I need an e-mail address?

You will receive a Secure Message Notification every time your provider sends a secure message to your myCKHealth account.  You will also receive a notification when a change takes place in your myCKHealth account (i.e. E-mail address change).

 

Support

 

What if I need help?

Please contact the myCKHealth Support Team at 610-619-8444 or e-mail us at myCKHealth@crozer.org.

What if I want to un-enroll in myCKHealth?

You may request to cancel your use of myCKHealth at anytime by calling your doctor’s office or the myCKHealth Support Team at 610-619-8444 or at myCKHealth@crozer.org.

What if I am having trouble accessing my account?

Please contact the myCKHealth Support Team at 610-619-8444 or e-mail us at myCKHealth@crozer.org.