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Frequently Asked Questions


Registration

myhealthkey is known as a personal health record (PHR) portal. myhealthkey securely connects you to your personal health information online through a computer, tablet, or mobile phone. You can see your health information, including bloodwork (lab reports) and scans (imaging reports). You can also book appointments with your primary healthcare provider or clinic if they choose to have this feature enabled.
myhealthkey helps connect you with your health information in a secure and easy-to-access place. With information about reports, you can track your health over time which will support you in making informed decisions about your healthcare with your primary provider, such as your physician or nurse. Because you can also book and view upcoming appointments online, everything is in one mobile-friendly and accessible place. We made myhealthkey because we believe that engaging in health care today creates opportunity for a better tomorrow.
No, there is no cost for you to register or use myhealthkey.
When visiting your primary provider's office, speak with the medical office assistant. They will need to start the registration process for you. You will need your health services card or care card and a unique email address. The medical office assistant will use your health card to confirm your identity. You will then receive an email from myhealthkey with a link and steps on how to finish the registration. The link is valid for 2 weeks. Please note that only one person can use this unique email address to register for myhealthkey.
You must be at least 19 years of age to register for a myhealthkey account. For more information, please see the section of the FAQ: Account Related questions.
Yes! You can be registered with more than one clinic such as your primary healthcare provider and/or any other specialist offices and clinics you are connected to who use myhealthkey. You will need to register at each clinic separately, however, you will only have one myhealthkey login/ account. If you have an existing account and a new clinic sends you a registration email, you should choose 'existing user' on the registration form in order to link your account to the new clinic.
Registration is based on ‘demographic matching criteria’. This means that the information you enter must match with what is on your chart at your provider's office, including first and last name (both spelling and formatting), personal health number and date of birth. If you are unsure, or receive this error during registration, please check with your provider's office directly to ensure they have the correct information listed on your chart.
You must visit your clinic to register again and receive a new registration email. Contact the clinic for more information. Please ensure you use the newest registration email to complete your registration as some email accounts add new emails to an existing thread in your inbox.
The link is valid for two weeks.
You will need your health services card or care card and a unique email address. We suggest a personal email address, rather than a shared and/or company email address. You will need an internet connection to connect to myhealthkey. Please also have your Care Card available when registering.
The password criteria for myhealthkey: password length must be a minimum of 8 characters and must include 1 capital, 1 numeric (1234567890), and 1 special character (such as $%!@#^&). The password criteria is in place to help protect your account. Please create a unique and meaningful password that you can easily remember and do not share your password with others.

Account Related

No, each family member (19 +) must have their own unique account. Accounts are not currently available for minors..
Accounts are not currently available for minors. You must be at least 19 years of age to register for a myhealthkey account, however, exceptions may be made for an individual deemed a 'mature minor' for the sole purpose of using myhealthkey. Please speak with your primary care provider if you feel this applies to you.
No, everyone must use their own unique email address as this will be your username for the website.
You can update your password by logging in to myhealthkey and going into your account settings. By clicking on your name in the navigation pane, there is a drop-down menu where you can click ‘Change Password’. You can also change your security questions here in the same drop-down menu if needed.
You can update your security questions and answers by logging in to myhealthkey and going into your account settings. By clicking on your name in the navigation pane, there is a drop-down menu where you can click ‘Change Security Questions’. You can also change your password here in the same drop-down menu if needed.
If you have forgotten your password and cannot login, you can use the 'Forgot Username/Password' link on the homepage of the website to reset it. Please try this first prior to contacting support.
Your account will be automatically unlocked after 2 hours. Please use the ‘Forgot Password’ option located on the homepage after your account is unlocked if you have forgotten your password. Resetting your password while your account is locked will not work.
You can delete your account by logging in to myhealthkey and going into your account settings. When you click on your name in the navigation pane, there is a drop-down menu where you can click on ‘Delete Account’. Please note - there is no undo process for deletion. Should you change your mind and wish to re-register you will have to visit your clinic and go through the Registration process again.
Yes, there is a user manual available when you are logged into myhealthkey by selecting the user manual link in the top right-hand corner of your account.

Viewing Reports

myhealthkey can currently show you your bloodwork (lab reports) and scans (imaging reports) from Northern Health.
No, certain results will be sent directly to your health provider and you will need to review them with your provider. This may include public health lab tests (such as HIV or PAP results) or other tests sent out of town for processing at specialty labs. myhealthkey currently does not display any lab results done at Lifelabs. Some types of results may not be available in myhealthkey for up to 7 or more days. If you are waiting on an urgent result, please follow up with the provider who ordered the test for you.
No, you will only be able to view reports moving forward from the time of consent in your myhealthkey account. This is a separate consent process for Northern Health; you must sign up to view your reports after setting up your myhealthkey account. Please speak with your health care provider or clinic if you have concerns about previous results or would like to request a copy of any historical items.
Most routine bloodwork (lab) results are available within 24-48 hours. Some lab results and imaging reports could take up to one or two weeks to be available. If you have questions or concerns, or you are waiting on an urgent test, please contact your health care provider directly.
Yes, myhealthkey will send you an email notification for any new or updated reports added to your myhealthkey account. You can manage your notification settings by clicking on your name in the navigation pane when you are logged into your account and clicking on ‘Manage Alerts’.
Please contact your health care provider who ordered the tests for any questions or concerns. myhealthkey and the software support staff do not provide medical advice.
Yes, when you are viewing your report there is a print button. Each individual report must be printed separately after opening the document.
Yes, you can download an electronic copy to your computer. Keep in mind, your health information is private and confidential and will be your responsibility once you have downloaded or printed any items from myhealthkey.

Online Booking

Once you have completed your registration for myhealthkey, you can login to your account at any time by going to www.myhealthkey.ca. You can then click on ‘Appointments’ in the navigation pane and ‘Book an Appointment’. Please see the myhealthkey user manual for more detailed help with booking an appointment as needed – it’s available once logged in, in the upper right-hand corner of your account.
Your clinic may not be able to support this feature. Please contact your clinic directly as needed.
You can cancel your appointment by going to the Upcoming Appointments section in your account and selecting the Cancel button. You may enter a reason for cancelling for your own reference. Please note, some clinics may have a time limit on how close to your appointment time you may cancel. If myhealthkey will not allow you to cancel the appointment, please contact your clinic directly to cancel.

If you have used your appointment confirmation email to add this appointment to your device’s calendar, please note that your clinic will not receive any ‘accept’ or ‘decline’ responses from your calendar.

Currently, myhealthkey does not support accounts for minors. Please contact your clinic directly to make any appointments that are not for yourself from your own account.
Please contact your clinic directly if you think that you need a longer appointment time.
There may be a visit type of 'other' which you can select, otherwise we suggest reaching out to your clinic directly to book the appointment as they may only offer online scheduling for certain types of appointments.
The clinic determines all of the appointment settings. Some clinics may only display their clinic name for booking in which case your appointment is on a ‘first come first serve’ basis. If you see your provider listed but they are greyed out, this means that they have no online availability right now. Your clinic may allow you to book with other providers who are available, otherwise you should contact your clinic directly to book an appointment as needed.
Depending on your clinic’s settings, the appointments you book over the phone may be added to your upcoming appointments where you can manage and/ or cancel these as needed. If you don’t see it listed in your account and you are unsure or would like to confirm the appointment details, please check with your clinic directly as needed.

Privacy & Security

This information helps verify your identity and protect your personal medical information.
Yes! myhealthkey is committed to ensuring your personal information is protected. We have physical, electronic, and procedural safeguards in place to help prevent unauthorized access and to maintain data security, thereby preventing unauthorized collection, use, or disclosure of your information. All Personal Information shared with us is always securely stored within Canada. If you would like more information on our Privacy Policy please visit myhealthkey.ca/privacy.
Under no circumstances does Bright Health sell, trade, barter, exchange or disclose for consideration any Personal Information. Bright Health does not disclose Personal Information to third parties with the following exceptions: i) to comply with legal requirements such as a law, regulation, warrant, subpoena or court order; ii) to deliver its products and services where the third party has equal or stronger privacy policies and procedures in place; iii) with your prior written consent; iv) in the case of miDASH, information entered by a user may be shared with their health care provider who is subject to privacy regulation. Please note: In the case of a MOIS EMR physician who has joined the Health Data Coalition ('HDC'), aggregate and anonymous data may be transferred to the HDC uniquely for quality improvement in primary care. For more information on our Privacy Policy please visit myhealthkey.ca/privacy.
Your username and password are unique to you, please keep these secure and private so no other user can access your account. If you contact us for support, we may ask for your permission to access your account if this is needed to help you with your questions or concerns.
By registering and using myhealthkey you agree to our privacy policy and terms of use. For more information on our Terms of Use please see here: myhealthkey.ca/termsofuse

You play a vital role in securing your username and password for your myhealthkey account. The best way you can prevent others from seeing your confidential health information is to not share your login details with anyone else and ensure that you log out each time you are done on the website. Do not leave your computer unattended when logged into your account. Always ensure that you are following best security practices for your electronic devices including having them password protected and keeping your anti-virus and malware protection up-to-date.

myhealthkey support software will not send emails or call you asking for your login information, such as your username and password, unless you have reached out to us for support. If you need support and have already sent us a request, you may hear from one of our staff members and depending on your issue we may ask for your username or other identifying information to make sure we are helping the right person. Please note, we will never ask for your password to your account. Please do not send us your password when you are requesting support through email.

Always create a unique password that is meaningful to you and not known or easily guessed by others. Password length for your account must be a minimum of 8 characters and must include 1 capital, 1 numeric (1234567890), and 1 special character (such as $%!@#^&).

If you are downloading or printing your health information including lab reports or other items, it is your responsibility to protect these items. We recommend not downloading health information onto public computers and always keep your printed reports in a safe and secure location.

If you sense your account has been compromised, be sure to update both your password and security questions and answers as soon as possible.

Computer/Device Requirements:

Any computer, tablet, or smartphone can be used to access myhealthkey using a browser.We support the latest version browsers Chrome, Firefox, Safari, and Edge, as well as Android and iOS mobile browsers..

Don't see the answer to your question?

If your question is about a medical condition, prescription, test results, or appointments, please contact your primary healthcare provider or clinic directly.

If this FAQ has not answered your questions about myhealthkey please contact us at support@myhealthkey.ca

When emailing us, please be sure to include a call back number. A member of our support team will reach out to you as soon as possible, a response may take 1-2 business days if we are unable to reach out to you on the same day. Please note, myhealthkey support hours are Monday through Friday, 8:30 AM to 4:30 PM Pacific Time, and we are closed on statutory holidays.

Additional Patient Resources For You:

Below are additional patient resources for your information and reference. Bright Health and myhealthkey are not associated with any of the external resources listed below and this list may not include all information portals that might be available to you in your healthcare region.

If you require assistance with any of the below resources, please reach out to the applicable support team associated with the specific resource you may be attempting to access. Please note, myhealthkey does not provide support or technical troubleshooting for these resources.