Health-e-Connect FAQs

If you are experiencing trouble logging in to your Health-e-Connect account or are experiencing other technical issues, please call (877) 621-8014. Support staff is available 24 hours a day, seven days a week.

General Information

How will Health-e-Connect benefit my health care?

Ventura County Health Care Agency's launch of Health-e-Connect will allow you to go online to request appointments, view lab results, send secure messages to your care team and see a summary of medications, allergies, immunizations and medical issues.

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How do I sign up for Health-e-Connect?

Current patients 18 and older may sign up online using your Medical Record Number or in person at your next appointment by responding to the invitation email. Talk to any staff member for more information.

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What do I need to enroll in Health-e-Connect at my provider's office?

Enrolling in Health-e-Connect will take less than five minutes, and your provider's office will have much of the information needed. You will need to bring proper identification with you to enroll. Acceptable forms of ID include:

Photo ID

  • Driver's license
  • State issued ID
  • U.S. Military ID
  • Passport

Non-Photo ID*

  • Marriage license*
  • Divorce decree*
  • Adoption papers*
  • Social security card*
  • Birth certificate*

* must be accompanied with a valid picture ID

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What if I didn’t receive my invitation email?

Please check your spam or junk mail folders in your email account. If you still can’t find it, please call your clinic and ask them to verify your email address and resend the invitation.

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Can I enroll my spouse, child or another family member in Health-e-Connect?

Parents/legal guardians of children under 12 years of age can enroll for access to their child's account. Access will be automatically revoked when that child turns 12 years old in compliance with privacy regulations. You can enroll for access to your child's medical information at your next Pediatric appointment. You cannot enroll for access to another adult's medical information at this point in time.

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Are Health-e-Connect accounts available for minors 12-17 years old?

Health information for minors 12-17 years old is specially protected by California State statutes and the federal HIPAA privacy rule. We do not offer Health-e-Connect accounts to minors in this age group or parental access accounts for the parents/guardians of these minors.

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Can I ask questions regarding a family member from my Health-e-Connect account?

No. Your Health-e-Connect account is specific to your health care and is tied only to your medical record. If you have been given proxy access to another patient (for your child under 12 years of age, or for an adult family member when that family member has given you healthcare proxy rights), you will see the option to switch to that person's portal and may send messages regarding that patient to their providers. This will allow all communication regarding a patient to be saved to the correct patient's chart.

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What is proxy access?

Using the patient portal to view another patient's information is called proxy access. As a parent or guardian, you can use Health-e-Connect to access the health records of your minor child. Patient privacy is extremely important to us, so we have developed a policy around parents' and guardians' access to their child's patient portal that follows state and federal laws. Adults can grant proxy access to their health records to a spouse, family member or friend.

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How can I sign up for proxy access?

Patients who wish to grant proxy access to a spouse, family member, or friend can do so by visiting the clinic registration desk or Health Information Management (Medical Records) department at the hospital where they received care or at their doctor’s office. You may only sign up for proxy access in person. Parents who wish to view their child’s health information in Health-e-Connect must be a parent or permanent legal guardian of the patient. Proxy access for patients 0-11 will be granted until the child turns 12 years old. Parent access will be limited automatically when the child turns 12.

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Can a legal guardian, patient advocate, adoptive parent, or non-custodial parent have access to a patient’s Health-e-Connect account?

Yes, proxy access is given to court-appointed legal guardians. In order to have access granted, you must provide a copy of the court order that grants the legal guardianship. You may complete a Proxy Access Form at the patient’s next hospital or doctor’s office visit.

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How do I revoke proxy access that I had previously granted?

Proxy access can be revoked at any time. To revoke proxy access, contact Health-e-Connect 24/7 at 877-621-8014.

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Is a mobile version of Health-e-Connect available?

Yes, a mobile version of Health-e-Connect, optimized for smartphones, is available.

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How do I get technical help accessing Health-e-Connect?

You may call the Health-e-Connect support line at 1-877-621-8014, 24 hours a day, seven days a week.

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Can I use Health-e-Connect to communicate an emergency or medical concern?

Health-e-Connect and secure online messaging is intended for routine health-related inquiries only. If you are experiencing a medical emergency, please call 911 and do not use online messaging.

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Health-e-Connect Features

Where will secure messages sent through Health-e-Connect go?

When you select a provider to contact in Health-e-Connect, the message will be sent through secure online messaging to that provider's clinic.

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How soon will I hear back from my care team after sending a secure message?

You will receive a response within one business day (Monday through Friday, 8 a.m. to 5 p.m.).

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Are there situations where I shouldn't use online messaging through Health-e-Connect?

Yes. Please call your clinic instead of using online messaging for any of the following purposes:

  1. You need to see a physician today
  2. You need to cancel or reschedule an appointment in the next 24 hours
  3. You need to cancel or reschedule a procedure/surgery within the next four days
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Can I send an email to my provider, instead of using secure messaging through Health-e-Connect?

No. For security reasons, you should not send confidential information via email. If you choose to communicate with your care team, you will need to use secure messages through Health-e-Connect.

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Will Health-e-Connect allow me to make online appointment requests or cancellation requests?

Yes. If you choose to request, change or cancel an appointment through Health-e-Connect, a representative from your clinic will respond within one business day (Monday through Friday, 8 a.m. to 5 p.m.).

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Why don't I see my lab results?

Most lab results are automatically delivered to you in Health-e-Connect within 72 hours of being reported to your physician. Some tests take longer than others to be processed by the lab, which means some test results from your visit will be viewable before others.

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Which lab results are not available in Health-e-Connect?

Some tests are sent to labs outside VCHCA and are not currently available in Health-e-Connect.

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One of my test results is outside the normal range. Should I be concerned?

It is not unusual for healthy people to have results that are outside of normal ranges for some tests. If there is any cause for concern, your care team will contact you to have a discussion with you to develop an appropriate plan of care. Test results with ranges described as "INTERP" require interpretation by your provider and may be normal depending on your specific situation.

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How can I learn more about my test results?

Online tools including https://labtestsonline.org are available to help you understand more about a particular test.

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Questions about what your results mean?

Please send your provider a message in Health-e-Connect or contact your clinic.

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Questions about your health record?

For questions or concerns about the medical information you see in Health-e-Connect, please contact your clinic directly. Technical support staff cannot alter your medical record.

Questions about your account?

If you are experiencing technical issues with your Health-e-Connect account, please call (877) 621-8014. Technical Support staff is available 24 hours a day, 7 days a week.


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