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MyHealth FAQs

MyHealth FAQ Table of Contents:

1. General Questions

1.1. What is MyHealth?

MyHealth is a website you can use to securely view your health information from our hospital system online. MyHealth is available 24/7 and can be accessed from any computer with an internet connection. It can help you answer questions like, What are my lab results? Which doctor treated me during my stay? And many more!

1.2. Who is eligible for MyHealth?

If you are 18 years of age or older or under the age of 10 and have been a patient in our hospital, you are eligible to enroll in MyHealth.

1.3. Is MyHealth secure?

Yes. MyHealth is a secure website. We have put numerous checkpoints in place to ensure that you are the only one who can view your health information in MyHealth. For example, you are required to setup a username and password before you can log in. In addition, all your health information is encrypted; which means you are the only one who can view it. Finally, MyHealth does not cache web pages; which means that no health information is getting saved on your computer.

1.4. Is there a fee to use MyHealth?

No, MyHealth is complimentary. It is a service provided from our hospital system, to you, our valued patient.

1.5. How do I log into MyHealth?

To log into MyHealth, click the “Login Now” button on the MyHealth web page. It will take you to the MyHealth Login page where you will need to enter your username and password. If you have any issues, please email the MyHealth Support Team at MyHealth@che.org.

1.6. Can I look at my children’s records in MyHealth?

Yes. If your child is under the age of 10 you may gain proxy access to their health record through MyHealth. Please contact our hospital’s Health Information Management department.

1.7. Can I look at my parent’s medical records in MyHealth?

Yes, we allow proxy access for qualified individuals. Please contact your hospital’s Health Information Management (HIM) department for requirements needed to access accounts other than your own.

1.8. Can I deactivate my MyHealth account?

Yes, you can deactivate your MyHealth account. To do so, please fill out the MyHealth Account Deactivation Form. The form can be accessed by clicking here. (Use this link http://www.checarelink.org/Patients/MyHealth/Documents/MyHealth-AcctDeactivationForm.pdf)

2. Enrolling in MyHealth

2.1. How do I enroll in MyHealth?

You are automatically eligible to be enrolled when you are treated at one of our facilities. At most of our facilities, we offer the ability for you to enroll in MyHealth while you are at the hospital with the help of a hospital staff member. A staff member will verify your identity and walk you through the enrollment process. You will receive your username, password, and gain access to your health record on the spot. There are no additional steps needed.

We also offer the ability to register through the MyHealth portal. Click “patient signup on the MyHealth web page. Website enrollment requires that you have provided either a text cable cell phone or an email address during your encounter at one of our facilities. Follow the prompts to find your patient record, verify your identity, create your user, and create your password. If you have any questions, please contact the MyHealth Support Team at MyHealth@che.org.

2.2. How do I choose my personal MyHealth password?

During the enrollment process, you will be prompted to set up your unique password to log into MyHealth. You will need to select a password that has at least 6 characters, at least 1 capital letter and at least 1 number.

If you have included an email address you can have the ability to reset your password at a later time through the reset password feature located on the login page.

2.3. How does the password reset question and answer work?

The first time you login to MyHealth, you will be prompted to setup 3 questions with answers that only you should know. If you forget your password, you will be asked to answer these questions before resetting your password.

2.4. What if I forget my password?

If you forgot your password, please click on the “forgot password” link on the MyHealth log in screen. If you have trouble looking up your password, please contact the MyHealth Support Team at MyHealth@che.org. You will only have 1 hour from the time that you receive this email to change your password.

2.5. What if I forget my MyHealth username?

If you forgot your username, please contact the MyHealth Support Team at MyHealth@che.org. They will respond to your email within 2 business days and they will provide you with your username. Please make sure to check your personal email for their response.

3. Support

3.1. What do I do if I am having a technical issue with MyHealth?

If you are having a technical issue with MyHealth, you can either submit a description of the issue through the “Provide Technical Feedback” button in MyHealth or email the MyHealth Support Team at MyHealth@che.org. Either way, the MyHealth Support Team will respond to you within 2 business days.

3.2. What if I have a question about the health information I am seeing in MyHealth?

If you have a question about your health information in MyHealth, please contact your primary care provider. They will be able to help explain what you are seeing in MyHealth.

3.3. What if I need to update the information I am seeing in MyHealth?

If you want to make changes to the information you are seeing in MyHealth, you will need to contact your local facility. Our support staff can point you in the right direction to update your information.

3.4. Where do I direct questions related to billing, insurance and scheduling appointments?

MyHealth does not currently support any billing, insurance and scheduling functionality. For questions related to these items, please contact our hospital system or healthcare provider directly.

3.5. I received a phone call, asking for my MyHealth Username and password. What do I do

Our team will never contact you for your username and password. If you received a phone call from anyone asking for your MyHealth username and password, please contact the MyHealth Support team immediately at MyHealth@che.org. MyHealth may call you if you have asked them to, but we will never ask you for a password.

Our Lady of Lourdes Medical Center, Camden, NJ: 856-757-3557
Lourdes Medical Center of Burlington County, Willingboro, NJ: (609) 835-3074

3.6. I emailed the MyHealth Support Team 4 days ago. I still have not heard anything back. What is going on?

Please check your junk or spam email folder for response from the MyHealth Support team at MyHealth@che.org. If their response is not in your junk folder, please send a 2nd email to the MyHealth Support Team at MyHealth@che.org.

4. Medical Information in MyHealth

4.1. What medical information is available in MyHealth?

You can view your lab results, medical history from your past stays at our hospital system, information about your nurses, doctors and healthcare providers, and educational information about your medical conditions. Currently, only health information from 2011 to the present is viewable in MyHealth.

4.2. Why am I not able to see my health information from other hospital systems?

At this point in time, we do not support all health systems. We are striving to bring in more information for you convenience, but information of other systems is limited at this time.

4.3 Where can I get educational information in regards to my medical diagnosis or lab/test result(s)?

You can find educational information on a diagnosis or a result under the My Health Tools tab in the portal. This information is provided by MedlinePlus, which is published by the U.S. National Library of Medicine (NLM).

4.4. Can I send a message to my care provider through MyHealth?

At this time, messaging is only available in some facilities. Under the tab “inbox,” you can see messages from providers and send messages. Select compose and just begin to type your provider’s name. Fill out the form just like an email and you can send a secure personalized message to your healthcare provider.

5. Lab Results

5.1. When will my lab results be available in MyHealth?

If your lab test was completed during your stay at our hospital, it will be available in MyHealth 24 hours after they are finalized. If you went to one of our health care system’s affiliated labs on your own, those lab results will be viewable in MyHealth 96 hours after the tests are completed. Pathology results will appear in the patient portal 14 days after the results are in completed (or equivalent) status.

5.2. Where can I view my lab results in MyHealth?

There are two places in MyHealth where you can view your lab results. You can view a summary of your lab results on the Summary Tab. For more detailed information about your lab results, click on the Labs Tab.

5.3. Lab Reference Tools
There are also other public links available for educational information on your test results. Please refer to:

  • Mybiopsy.org – http://www.cap.org/apps/docs/reference/myBiopsy/index2.html
  • Labtestsonline.org – http://labtestsonline.org/understanding

5.4. Why am I not seeing a lab result in MyHealth?
There are several reasons why you may not be seeing a lab result in MyHealth.

  • If your lab test was completed less than 96 hours ago, it may not appear in MyHealth yet. After 96 hours the lab result should be viewable.
  • Pathology results will appear in the patient portal 14 days after the results are in completed (or equivalent) status.
  • If your lab test was completed at Quest or LabCorps, it will not appear in MyHealth. MyHealth will only display lab test completed by our affiliated labs.

5.5. What should I do if I have questions or concerns about a test result?

If you have any questions or concerns about your test result, please contact your healthcare provider who requested the test be completed. If you do not know who the healthcare provider is that requested the lab test, please complete the following steps:

  • Log into MyHealth
  • Click on the “Labs” tab
  • Locate the lab result that you are interested in learning more about. The name of the healthcare provider should be in the “Ordering Provider Name” field.
  • Once you have identified the health care provider who ordered your test, please call our hospital system to be connected to them

5.6. I am seeing an “L” or “H” next to my lab result. What does it mean

If you see an “L” next to your lab result, this means your result is below the range of normal. If you see an “H”, this means your result is above the range of normal. For more information about what this means, please contact your healthcare provider.

6. My personal information

6.1. If some of my health information in MyHealth is not correct, what should I do?

If you want to make changes to the information you are seeing in MyHealth, you will need to contact your local facility. Our support staff can point you in the right direction to update your information.
Our Lady of Lourdes Medical Center, Camden, NJ: 856-757-3557
Lourdes Medical Center of Burlington County, Willingboro, NJ: (609) 835-3074

6.2. How can I update my telephone number, address or email address in MyHealth?

If you want to add any contact information to MyHealth, you will need to contact your local facility. Our support staff can point you in the right direction to update your information.

Our Lady of Lourdes Medical Center, Camden, NJ: 856-757-3557
Lourdes Medical Center of Burlington County, Willingboro, NJ: (609) 835-3074

6.3. I’m looking for my medical information from 2010 but I’m not seeing it. Where is it?

Currently, MyHealth only displays health information from 2011 through today. This means you will only see health information from 2011 and beyond. If you are looking for medical information from 2010, it will not appear in MyHealth. If you need this information, please contact our hospital’s Health Information Management department.

Our Lady of Lourdes Medical Center, Camden, NJ: 856-757-3557
Lourdes Medical Center of Burlington County, Willingboro, NJ: (609) 835-3074

7. Computer requirements

7.1. Minimally, to access MyHealth, you will need:

  • A computer with an internet connection
  • An internet browser (Internet Explorer 8+, latest versions of Firefox, Google Chrome or Safari)
  • Please note when using Internet Explorer, we recommend using version 9 and above for optimal experience.

7.2. I do not have an email address. How do I get one?

You must have an email address to enroll in MyHealth. To setup an email address, please visit any of the following websites(not associated with MyHealth or our Healthcare Facility):

8. Export or Print MyHealth Information

8.1. How do I print pages in the portal?

Most pages from MyHealth can be printed by using your browsers print function. This can usually be accessed by going to the file menu or pressing CTRL+P. Follow the dialog box to select your printer and other functions to print a copy of your health record.

8.2. When I try to print directly from my browser, I only get a partial page.

While most pages work with your browsers print function, some pages may not be formatted correctly. Don’t worry we have print functions built in to format these pages correctly. The dashboard has a print icon below each section to allow you to print the summary information for quick access to your health information. The labs section also has a print function at the bottom of the page. This will allow you to filter or search for any number of labs and allow you to print those labs. You may also download your entire health record in an easy to read text format.

8.3. How can I export a copy of my health care record for another provider or myself?

Your health record can be exported using the “Download My Health Information” tab. MyHealth Provides two formats for your data. The first is the CCD (continuity of care document) format. CCD was designed to allow patients to share their health information electronically, with an outside health care system or provider. The CCD is a summary of essential health and medical care information from your health record. This document can be from multiple sources and may not have been reviewed by your doctor or clinician. The second format is a plain text file. Both of these files may be downloaded to your computer for your personal use. The text format is human readable and can easily be printed using notepad, word or any other document viewing program.

8.4. How can I print or share my information in PDF or XPS from?

PDF and XPS formats can help keep your files format when you share with other people or print them. If you desire to print a page to PDF or XPS format you will want to follows these steps after using your browsers print function.

  • • In the Print dialog box, select Microsoft XPS Document Writer or Print to PDF. If your browser does not have these functions you will want to visit Microsoft.com or find a PDF print add-on/extension through your browser.
  • • Print the document or file.

When prompted, enter a file name and browse to the location where you want to save the .xps or PDF file.

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