FAQs

Frequently Asked Questions...

About MyOSCAR

Q. Can MyOSCAR substitute a visit to my doctor?

A. MyOSCAR is not a substitute for a trip to the doctor's office. MyOSCAR enables you to have better communication with your doctor even when you are not able to see him/her for an appointment. MyOSCAR can help you save a trip to your doctor's clinic if it is as simple as coming to collect lab results. You can have your results sent to you via MyOSCAR upon request.

Q. Can I change my password if I feel the need to do so?

A. Yes, you can make a request for a change of password in any case in which you feel your privacy may have been compromised. ***will have to change this when know more about what the procedure and conditions for password change will be. ex. mailing password? emailing password? authentication procedure via phone or online? - How would they contact us? Message us/Email us/call us?

Q. How can I be sure that my medical records will be secure?

A. MyOSCAR is set up on a secure server which goes through many steps to ensure the security rights of a patient. Firstly, an individual cannot gain access to any information on the server without authentication, i.e. a MyOSCAR user name and password to verify their identity. Secondly, that individual can only access information for which they have authorization. This is based on the individual's role (i.e. a patient can access their own file, and also any files which have been "shared"; these files' owners control to what extent the patient can view or change their record.) Moreoever, all the message transactions are happening inside the MyOSCAR server. The messages never travel through the public Internet where someone could "wiretap" and read them. This is secure messaging, not email; messages can only be sent to other MyOSCAR users.

Q. I want a family member to be able to see a portion of my medical records. Is this possible?

A. Yes, you can enable any MyOSCAR member to access any portion of your medical records using the "Sharing" feature. The "Family Member" level of security authorizes the user to view, but not edit, your record.  **note that this has not been enabled yet

Q. Can I use the message feature like an email to contact my friends and family?

A. No, the message feature should not be used like an email. Instead it is used at a professional level to contact primarily your doctor. Please note that any messages sent or received can be used as a legal document and will always be recorded. Therefore, the message feature should be used at professional level only.

Q. Are there levels of access that can be granted within the network? (E.g. Hospitals, clinics, doctors)

A. Yes, there are currently five levels of access granted within the network:

1. Primary Care Provider - This is the broadest level of access which is suitable for your family doctor and other important members of your health care team. These individuals can read and update your record, and can also send secure messages.
   
2. Family Member - This allows a family member with a MyOSCAR account to only read your record, but unable to change or add to it. Secure messaging is enabled. (right now, can only view immunization)
   
3. School - This allows a school to read your immunization records, but unable to read other sections. The school will not be able to send you messages via MyOSCAR.
4. Research Administrator - This allows an administrator to help manage your record as part of a research project with your consent.
   
5. Friend - This allows a friend to send you secure messages and read your contact information. (right now, CAN'T read contact information or access any part of file.)
   

Q. I need to refill my prescription. How do I do that on MyOSCAR?

A. Requests for prescription refills can be done by messaging a request directly to your physician.

Q. How long will it take for my physician to respond to my message?

A. Your physician will aim to respond to each message or request within a timely fashion. However, we cannot guarantee that your physician will read your message and respond to you within a specific time period; this will vary between clinics and physicians and may change over time. Users can find the approximate response time of their messages by sending this question via MyOSCAR directly to their physician. Because of these issues, MyOSCAR should not be used for any time-sensitive concerns, and all medical emergencies should be reported to 911.

Q. Can I delete old messages from MyOSCAR?

A. All messages on MyOSCAR are permanent and cannot be deleted. All original messages received and sent on MyOSCAR will be maintained in order to provide an accurate messaging history. In addition, please note that all messages immediately become a part of the medical legal record and can be used as evidence in a court of law.

Q. Who should I share my password with?

A. It is VERY IMPORTANT that you DO NOT share your password with anyone! Keeping your password confidential is the best way to ensure that your medical information will not be accessed outside of your specified consent. If you at anytime wish to grant access to a family member, other healthcare workers, schools etc., then you may do so using the "Sharing" feature. Moreover, when accessing your records from public computers within a library or an internet cafe, always make sure you log out of your account when finished. This ensures that no one else has a chance to access your account.

Q. Can allowed users add/change information in my file?

A. Only the users whom you authorize at the "Primary Care Provider" level (meant mainly for your physician) can add or edit information. This information includes annotations, documents and updates to your medical record. Please note that all information on MyOSCAR (including messages) is permanent and cannot be deleted by anyone including yourself.

Q. Will all my medical information such as lab results, blood work and scans be automatically updated on MyOSCAR?

A. No, there is no guarantee that your physician will automatically update your medical information on a regular basis (though this development is one of the visions for MyOSCAR in the future.) If you wish to obtain a copy of specific information (ex. CT scan/ MRI), you must directly message your physician with a request.

Q. Do MyOSCAR records replace my medical files at my doctor's office?

A. No, your doctor will continue to keep a detailed copy of your medical records (whether on paper or on OSCAR) and will update your medical information on your MyOSCAR account at your request.

Q. What is the Annotations button on the right-hand side of the screen for?

A. The patient and enabled visitors can add brief comments to entries such as allergy details, problem details and medication details.  Note that these cannot be edited and goes into permanent records.

Technical Support/ Features

Q. Am I able to access the site 24 hours a day, 7 days a week?

A. Yes, all members can access their account at any time they wish in order, giving you unlimited access to your medical records and accommodating any schedule.

Q. Can I call technical support if I find difficulties with the website?

A. Technical support is currently available by messaging request alone (**need to know the scoop on this - what will be available?). Please note that all technical problems will be dealt with on a first-come, first-serve basis.

Q. How does [certain feature] work?  What do all the fields mean?

A. All features are listed on our Features page with descriptions and instructions.

Website Features

Q. I just had my blood pressure taken at my local pharmacy and want to add it to my medical records. Do I need to send a request to add this information?

A. No, you can add this information to your file yourself. As owner and controller of your medical records, MyOSCAR allows you to add such information as blood oxygen saturation, blood pressure, head circumference, height, pulse, respiratory rate, temperature and body weight. This information can be added with the "Vital Signs" button on the left hand menu bar.

Troubleshooting

Q. There is incorrect information within my medical records on MyOSCAR. What should I do?

A. Click on the incorrect information, then press "Edit This Document." Enter the correct information and press "Save."  Note that a record of your revision is stored under "Update History" (on the right-hand side of the screen.)

Q. Someone has shared their file with me, and I am viewing their information, but when I click on a certain button (ex. Summary) I get an error message and my screen freezes!

A. The user has not authorized you to view that information.  Contact the user about changing the Share to a broader level.  Otherwise, you are out of luck. If your screen is frozen, press OK on the error message, then Refresh or Back, Forward on your web browser.

Q. Someone has shared their file with me, and I am viewing their information, but when I click on many of the buttons (ex. Problem list), nothing is listed.

A. There are two possibilities: the user has not yet filled in any information, or the user has not authorized you to view those fields.

Q. While in the middle of accessing my own file, I got the message: "Error: the XML response that was returned from the server is invalid. Received: ...." and my screen froze. What happened?  What should I do?

A. Your login may have expired-- press OK on the message, press Back or Refresh and log in again.

Q. I pressed Back, and it signed me out!

A. Because you are accessing all this information from within the MyOSCAR server, your usual Internet browser's Back button will not work. You will have to use the tabs (Home, Personal, Summary, etc.) to navigate.  If you have pressed back and are now looking at the login page, simply press Forward or sign back in!  Either option will take you to the Home/ Bulletin Board page.

Q. When I click on Appointments, it says no data is available.  Is there even a way to add data?

A: Remember, MyOSCAR is a work in progress!  Some features are still being completed and there are still bugs to get rid of.  We thank you for your patience and assure you that we're working on it!