MyCityofHope FAQs

The all-new MyCityofHope will launch Dec. 2, 2017 and will enable you to request appointments, track test results, communicate with your care team, pay bills online, ask for prescription refills and renewals, and more.

 
Current portal users: Here are the FAQs for FollowMyHealth, which will continue to be accessible after Dec. 2 but will no longer be updated by City of Hope.
 
 
For FollowMyHealth Users
Does my FollowMyHealth account information transfer into the new MyCityofHope?

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What is MyCityofHope?
MyCityofHope offers patients personalized and secure online access to portions of their medical information. It enables patients to manage and receive information about their health. With MyCityofHope, you can:
•    Request medical appointments.
•    View your health summary from the MyCityofHope electronic health record.
•    View test results.
•    Request prescription renewals or refills.
•    Access trusted health information resources.
•    Communicate securely with your care team.

How do I sign up?
Patients who wish to participate will be issued a MyCityofHope activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

Is there a fee to use MyCityofHope?
MyCityofHope is a free service offered to our patients.

When can I see my test results in MyCityofHope?
Your test results are released to your MyCityofHope account after your physician has reviewed them. This is generally within one to 12 days depending on the type of test.

Why are certain test results not shared electronically via MyCityofHope?
Your provider will determine which types of test results are able to be accessed through MyCityofHope. Test results of a very sensitive nature, such as those for pregnancy or sexually transmitted infections, will not be available on MyCityofHope.

If some of my health information on MyCityofHope is not correct, what should I do?
Your MyCityofHope information comes directly from your electronic medical record at your doctor's office. Ask your doctor to correct any inaccurate information at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

If I send a message to my doctor or nurse, when can I expect a reply?
You will generally receive an answer within one to two business days. Please note that MyCityofHope should not be used for urgent situations. Please contact your medical center if the situation requires immediate attention, or dial 911 if it is an emergency.
 
Can I give a family member access to my health record in MyCityofHope?
Yes, you can. This is called "proxy access." Please go to the Medical Record Correspondence Desk and request a Proxy Consent Form.

Can I view a family member's health record in MyCityofHope?
Yes, you can. This is called “proxy access” and allows a parent or guardian to log into the patient's personal MyCityofHope account, and then connect to information regarding the patient. Please go to the Medical Record Correspondence Desk and request a Proxy Consent Form when you are next at City of Hope with the patient.

Can I ask questions regarding a family member from my MyCityofHope account?
No, MyCityofHope offers direct access to your personal health information. If you were to communicate about another patient using your account, information about that patient would be placed in your health record. This could potentially jeopardize medical care.

Can my spouse and I share one MyCityofHope account?
No. However, you may complete a Proxy Consent Forms to grant your spouse visibility into your MyCityofHope information.

I forgot my password. What should I do?
Please go to MyCityofHope.org and click the "Forgot Password" link on the sign-in page to reset your password online.

Where can I update my personal information (e.g., home address, email) or change my password?
Log into MyCityofHope and from the left menu, go to the “Preferences” section and select the appropriate option.

How is MyCityofHope secure?
We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames and passwords. Each person controls his or her password, and the account cannot be accessed without that password. Unlike conventional email, all MyCityofHope messaging is done while you are securely logged on to our website.

What is your privacy policy?
MyCityofHope is owned and operated by MyChart and is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by MyChart.

I was logged out of MyCityofHope, what happened?
We aim to protect your privacy and security of your information. While logged into MyCityofHope, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyCityofHope. We recommend that you log out of your MyCityofHope session if you need to leave your computer for even a short period of time.

What do I need to use MyCityofHope?
All you need is internet access on an up-to-date browser. If you are accessing for the first time, you will need your activation code found on your After Visit Summary.
 
How do I access MyCityofHope on my mobile device?
For the best mobile experience, please go to either the App Store or Google Play, then download the MyChart app. Once the MyChart app is installed, search the phone book for City of Hope and add City of Hope. MyChart is the operating platform behind MyCityofHope and is secure and private.
 
Do I still have access to FollowMyHealth?
Yes, you will continue to have access to FollowMyHealth using your existing username and password.
 
When did FollowMyHealth stop being updated?
City of Hope no longer updates FollowMyHealth as of December 2, 2017.
 
Does my FollowMyHealth account information transfer into the new MyCityofHope?
No. You can still access your FollowMyHealth account and we recommend you use this as a reference for health information prior to December 2, 2017.