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?

You can enroll in the Health-e-Connect while visiting your Ventura County Health Care Agency clinic or hospital for an appointment. Speak with your provider or a member of your care team to start the enrollment process.

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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.

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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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Will Health-e-Connect allow me to make online prescription renewal requests?

No. The standard process is for your pharmacy to contact your provider to request a prescription renewal. Should this require a visit to you provider, you can request an appointment using the patient portal or by phoning you clinic.

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What lab results will be viewable in Health-e-Connect?

Most common lab test results will be viewable in Health-e-Connect. Some sensitive results are not currently available in Health-e-Connect. These include but are not limited to STD screenings, HIV, pathology, radiology, microbiology, some cancer markers, drugs of abuse, alcohol and pregnancy-related results.

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When will I see my lab results?

Lab result will be delivered into Health-e-Connect within 36 hours after results are entered into your electronic medical record.

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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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