Frequently Asked Questions



Check out the categories below for answers to some of our most common questions.





General

PocketHealth is a secure, online storage hub for your medical imaging records - accessible by you from any device, anywhere in the world. Your imaging information is important to you and your physician, and PocketHealth puts it in your control.

For patients, this means when you visit an imaging centre that is linked to PocketHealth you will be able to receive a permanent, digital copy of your imaging record and share easily with any healthcare professional. For hospital imaging departments and community-based imaging facilities, PocketHealth means replacing time-consuming CD burning, significant cost savings and happier, more engaged patients. Lastly, for healthcare professionals PocketHealth means instant, in-browser access to your patients imaging (even days before the appointment) and easy EMR lodging for future access.
PocketHealth works directly with qualifying imaging centres to link their local Picture Archiving & Communication System (PACS) to the PocketHealth platform. PocketHealth integrates easily with any PACS and, once linked to the platform, imaging centres have the ability to send any imaging record securely to their patients.

For patients, the process to request and access your imaging record on PocketHealth is simple:

  1. Visit one of our partner imaging centres that offers PocketHealth to its patients. After you’re done with your scan, request at the Front Desk that your imaging records be sent to you via PocketHealth. You will need to provide your name and email and complete a brief consent form.

  2. Based on the policy of the imaging centre or hospital you are visiting, you may also be able to securely request your record via an online PocketHealth form on your imaging centre’s website, or by calling your centre directly.

  3. Once your exam has been finalized, you will receive an email with a secure link to your imaging record.

  4. Click on the link, confirm your identity, and create your account.

  5. Enter in your payment details. The one-time administrative fee is a nominal amount (learn more about our Sustainable Pricing model here) and may vary based on the location of the imaging centre that transferred your record.

  6. Access your imaging records. They will be available on your account at www.MyPocketHealth.com from any device with an internet connection, anywhere in the world.
Once a patient creates their login credentials and accesses their first set of records, their account and all records within it are securely and permanently stored for future access. Additional records requested in the future from any linked imaging centre will automatically appear in the same account and records can easily be shared with any healthcare professional.
Any type of medical imaging file, including X-Rays, Ultrasounds, CT scans and MRIs can be securely transferred, viewed, stored and shared using the PocketHealth platform. In more technical terms, PocketHealth is designed to accept any DICOM file, as well as any radiology report file format (HL7, PDF, etc.).
Your trust is important to us, and we are dedicated to maintaining your privacy. We meet all Canadian health data privacy requirements, use the same encryption standards as banks and federal governments, and meet or exceed all requirements established in the Personal Health Information Protection Act (PHIPA). All of your scans are securely linked to to a personal identifier (such as your OHIP card number) and, once you create an account and access your results for the first time, are also secured by the login credentials you create. Every time a record is added to a PocketHealth account, it needs to be manually verified via a unique personal identifier entered by the account holder before any personal health information is released. Robust security tools allow patients to regularly update their passwords, revoke credentials from users they have shared with and even delete their record permanently if required.

Patients

By logging onto your account at MyPocketHealth.com (or directly via the email you received) you have access to a wide variety of features. For example, you can:
  1. Share: Share your records with any healthcare professional in full diagnostic quality
  2. Burn your own CD or USB: With the simple Self-Serve function in your account, you can easily burn your entire imaging record onto a CD or USB Drive with an integrated diagnostic viewer for your physician.
  3. Download: Download individual images as PNG files or download entire records as DICOM files. These files can be stored locally on your computer or shared via USB or by burning to CD.
  4. Have Your Record Wherever You Go: You can access your data from any device with an internet connection, anywhere in the world - forever.
Of course, the most important feature of PocketHealth is that your imaging data will be securely stored in full medical quality that you can access and share at a moment’s notice. Finally: your health data, in your control.
No, you can request that your imaging records be transferred to you via PocketHealth even if you don’t have an account on the platform. Once you receive your first imaging record you will be guided through the process of verifying your identity and creating your PocketHealth account.
Reliable imaging record access through PocketHealth equips patients with the tools to become truly active participants in their own care. With the ability to easily access and control where their health record goes, patients can become more engaged, informed and empowered to make a difference in their own health.

The ability to access and share your records in diagnostic quality means patients avoid unnecessary tests or repeat radiation when prior exams are required by a physician and can’t be quickly located. Instant, remote sharing also means you can leave the CD behind and save multiple trips acting as a courier between your imaging centre and your consultation (tip: you can request your record remotely as well). By sharing your record days before your consultation your physician, chiropractor or physiotherapist can spend your in-clinic time delivering direct care, not loading a CD or reviewing imaging for the first time.

The bottom line: your PocketHealth account means you and your healthcare providers receive secure access to the imaging information you need, when you need it. By building and maintaining your imaging record over time on a permanent storage platform like PocketHealth, you can have the peace of mind that when you or your healthcare provider need a prior study quickly, it’s only a click away.
PocketHealth should not be used for any analysis of your imaging record unless you are a trained medical professional. Medical images require highly specialized training to interpret and often require a sophisticated DICOM viewer to aid analysis as well as full, professional understanding of your medical history. PocketHealth is a powerful tool for you to control and share your medical record, but that still means you should work closely and collaboratively with your physician at every step of your diagnosis and treatment plan.
Your records are stored permanently within your PocketHealth account for your future access. If you prefer to keep your records offline, you can always download your entire record onto your computer. You can also permanently remove all of your record data from PocketHealth anytime.
All of the imaging in the exam(s) you have requested will be included in your record in their original diagnostic format (DICOM). These images also include a number of embedded attributes (e.g., date of exam, body part, patient identifier, etc.) that make up an important and essential part of your imaging record. Based on the individual policy of the imaging centre that transferred your imaging record, your typed radiologist report may also be included in your record.
Your imaging centre may require that your typed radiologist report needs to be released to you directly by your referring physician. If that is the case, please visit your referring physician to receive a copy of your report for your files.
If you have not yet created a PocketHealth account, you can access your record by clicking on the access link within the initial email you received from ‘secure@mypockethealth.com’. This link will prompt you to first verify your identity via a unique personal identifier, and then create a PocketHealth account.

If you have created a PocketHealth account in the past you can login and view your entire record any time by visiting www.mypockethealth.com/login. PocketHealth is accessible from any device: smartphone, tablet, laptop or personal computer with a modern, secure web browser (we recommend Google Chrome)
If you have already requested your record but have not received your email please check both your inbox and your junk/spam folder for any mail by ‘secure@mypockethealth.com’. If you have not been able to locate your email after this step, please contact the PocketHealth Patient Support line (1-855-381-8522).
You can securely share your entire imaging record within PocketHealth: simply click on the ‘Share Record’ button on the top left of your scan page, enter in the email address of your recipient and click ‘Share’. In a few seconds, your recipient with receive an email with a unique secure link and an access code that will allow them to view your imaging record within their web browser, as well as download your imaging as DICOM files for diagnostic purposes. We believe in simple, quick access for healthcare professionals, so your recipient does not need to have a PocketHealth account before you share with them nor are they required to create one at any point. Please note that you are able to revoke access to your imaging at any time and that shared recipients do not have the ability to further share your record through PocketHealth.
If your physician prefers, you can also log into your PocketHealth account from their clinic computer by visiting www.mypockethealth.com and entering in your account credentials. Your physician will have access to the functionality they need (view imaging in-browser, download DICOM files for diagnostic purposes, etc.) from your account page.

While sharing and accessing imaging through PocketHealth is the fastest and most secure way for healthcare professionals to access imaging, we understand that certain healthcare professionals may prefer that you provide your imaging in the form of a CD or USB. If that is the case, you can burn your imaging records with a DICOM viewer onto a CD or USB directly from the Share Panel within your account.
Based on the imaging centre that you received your record from, a nominal one-time administrative fee may be required before your record can be linked to your PocketHealth account. The administrative fee is charged only once per upload request at your imaging centre (multiple imaging records can be requested at once). Once an administrative fee is paid, there are no further fees associated with those specific records, and they are stored permanently on the platform for your access and sharing. There’s no restrictions on how many times you can access, download or share any of your records.
Give us a call, toll-free, on our patient support line (1-855-381-8522) and a PocketHealth representative will be able to remove the administrative fee linked to your record request. We believe in a Sustainable Pricing model (learn more here) with an affordable, one-time administrative fee per transfer request from an imaging centre. A key part of this model is that patients that don’t have the means to pay, don’t have to - no questions asked.
No, you can request multiple imaging studies be added to your PocketHealth account as part of one request.
You can reset your password easily by visiting www.mypockethealth.com/forgotpassword. After entering in the email address linked to your PocketHealth account, a message with instructions on how to set a new password will be automatically sent to your email inbox.
Please submit your request for permanent deletion to help@mypockethealth.com. A member of our Support Team will walk you through several steps to verify your identity before processing your deletion request. Please note that deletion requests must be made from the email address associated with your PocketHealth account. This process will not impact the storage status of any medical imaging files at your imaging centre or physician’s office.
Please feel free to send us a note at help@mypockethealth.com and we promise a member of our support team will get back to you as soon as possible. You can also contact the PocketHealth Patient Support Line, toll-free, at 1-855-381-8522. Our telephone support hours are Monday - Friday, 9am - 5pm EST. Our Patient Support team is always on-hand to answer your questions (big or small) so, when in doubt, reach out and we’ll do our best to answer your questions.

Healthcare Professionals

Ask your patient to use the “Share Record” function on their PocketHealth account to send a secure access link to your email inbox. Once you get your email (which typically takes a few seconds after your patient shares with you) simply click on the access link, enter in the security code that was in your email message, and your patient’s imaging will be viewable in-browser.
On PocketHealth you have the ability to view your patient’s imaging record within your web browser, including the ability to scroll through a series, toggle between multiple series and also toggle between multiple studies. For diagnostic purposes and further analysis you can also download your patient’s imaging as DICOM files for loading into your preferred DICOM viewer. For non-diagnostic purposes, you can also download your patient’s imaging individually as PNG files.
No. Your patient's imaging records are stored in their original DICOM format (uncompressed) and are rendered losslessly within your browser. All meta-data embedded within your patient's imaging (e.g., date of birth, unique identifiers, etc.) are retained as well.
No, you do not need to have a PocketHealth account to view any imaging, nor are you required to create one at any point. No passwords or usernames to remember, simply click on your access link and get instant access to your patient’s imaging.
Imaging records are stored permanently on behalf of patients. Accordingly, you will be able to access your patient’s record until either your access is revoked by your patient or your patient requests that their imaging be removed from the PocketHealth platform. By default, access credentials to shared users (such as healthcare professionals) do not expire unless specifically requested by the patient.
To initially access and preview imaging in-browser you simply need a device with a modern web browser (on desktop computers/laptops we recommend Google Chrome) - no app or software required. Typically, any up-to-date Windows computer, Mac computer, tablet or smartphone will be able to access your patient’s records without issue. If you wish to download and view your patient’s imaging offline, please ensure you have a DICOM viewer as well as an appropriate reading platform suitable for your purposes.
Yes. Unlike with CD-roms or other physical media, you can store the original access email in your EMR alongside your patient’s other records. This link will give you access to your patient’s DICOM imaging directly from your local EMR without having to store any of the imaging files in your own database. If you wish to revoke your own access from your patient’s imaging record you can also do so at any time.
You can ask your patient to log into their PocketHealth account on your clinic computer by visiting www.mypockethealth.com and entering in their account credentials. You will have access to the same functionality (viewing imaging in-browser, downloading DICOM files for diagnostic purposes, etc.) as you would have had from the email share link.

While sharing and accessing imaging through PocketHealth is the fastest and most secure way for you to access imaging, you can also ask your patient to download their imaging onto a CD or USB from PocketHealth. This may be preferable if your local clinic computer does not have an internet connection.
Please feel free to send us a note at help@mypockethealth.com and we promise a member of our support team will get back to you as soon as possible. You can also contact the PocketHealth General Support Line, toll-free, at 1-855-768-4455. Our telephone support hours are Monday - Friday, 9am - 5pm EST. Our Support Team is always on-hand to answer your questions in a timely manner so you can get back to what’s important.

Imaging Centres

PocketHealth does not have to replace your current CD-burning process, and can run in parallel to CD-burning in order to smooth your imaging centre’s transition to a fully PocketHealth-enabled record sharing model.
PocketHealth operates alongside any RIS/PACS platform, regardless of the complexity of your operations. Across our current provider footprint, large multi-site imaging groups, hospital imaging departments and smaller, independent facilities all offer their patients the same instant, online record access experience.
PocketHealth’s secure web-based uploader requires no software installation or technical integration with your RIS/PACS and can be up and running in your imaging centre in minutes. No IT permissions, staff resources, or specialized hardware is required - just an internet connection and web browser (we recommend Google Chrome).

You can access the secure PocketHealth uploader and administrative tools on as many computers as required, including mobile devices for off-site monitoring by administrators.

For larger, high-volume imaging centres and hospitals PocketHealth can be easily configured to communicate directly with your local RIS and PACS for a more automated, customized integration. Want to learn more about our integration approach? Speak to a member of our implementation team here.
PocketHealth only ever has access to the specific patient data that is pushed to it from your RIS/PACS after a patient has provided consent for a record transfer. PocketHealth does not have the ability to “query” your patient database for any information, nor is it ever given access credentials to your RIS/PACS. This “integrated, but segregated” implementation model allows you to offer your patients a modern, secure way to access their records without creating another access point into your database.
PocketHealth provides in-person technical training for all members of your staff that you expect to interact with the PocketHealth platform. Training materials are customized based on your RIS/PACS and, due to the simplicity of the platform, is typically under 5 minutes per staff member. At your discretion, a PocketHealth representative can also stay on-site for the first several days of your launch to answer any further questions (from your staff or from patients) as they arise. After that, our payment is required for imaging centres and hospital imaging departments to participate in the program. PocketHealth is supported by patient administrative fees, which are charged only once per record upload. You can learn more about our sustainable pricing policy and our commitment to affordable patient access here. dedicated support team is only a call (or click) away and we’re always happy to come back on-site for retraining.
No payment is required for imaging centres and hospital imaging departments to participate in the program. PocketHealth is supported by patient administrative fees, which are charged only once per record upload. You can learn more about our sustainable pricing policy and our commitment to affordable patient access here.
All imaging centre staff have access to a priority telephone support line in the event of queries related to the operation or function of the PocketHealth platform. The telephone support line will be operational 7 days a week, 9am-5pm EST. Your staff will also have access to a support email address for queries outside of the telephone support hours, and we strive to respond to all email inquiries within a 1-2 hour timeframe. Whether your team has a specific technical inquiry or just a general question about the platform, our dedicated imaging centre support team will be standing by to help.
Throughout the PocketHealth platform, from the initial email to account registration and beyond, patients are regularly prompted to call the toll-free PocketHealth Patient Support Line (1-855-381-8522) in the event of any inquiries. In the event that a patient inquiry reaches your imaging centre instead of our toll-free line, we recommend you connect the patient to our dedicated support team instead. Our support team strives to ensure that all patient inquiries are answered in a timely manner.
Users at your imaging centre with administrator privileges have the ability to monitor all upload activity in real time, giving managers a holistic, up-to-date overview of their site’s record transfers. Upload activity can be filtered by patient name, modality, date and customized reports can be created and exported as CSV files into a spreadsheet software for further analysis. Data logs are permanently retained within your PocketHealth account for your access and we are adding new administrative analysis tools every month.
Patient consent is explicitly collected in writing during the request process (online or in-person) and also electronically before patients can create their PocketHealth account. Proof of in-person patient consent is retained at the imaging centre site, while proof of electronic patient consent is retained by PocketHealth and available to authorized individuals upon request.
Yes, PocketHealth is in full compliance with all applicable legislation and governing data security and health data security policies including the Personal Health Information Protection Act (PHIPA), the Electronic Personal Health Information Protection Act (ePHIPA) and the Personal Information Protection and Electronic Documents Act (PIPEDA). In addition to required legislation, we work hard to ensure that all data is stored in accordance with leading best practices in data security and privacy. For our users this means strong data encryption (256 bit SSL), robust account and privacy controls and the storage of all patient health information within their jurisdiction of origin.

Miscellaneous

Please feel free to send us a note at help@mypockethealth.com and we promise a member of our support team will get back to you as soon as possible. You can also give us a call, toll-free, at 1-855-381-8522 (for patient inquiries) or 1-855-768-4455 (for general inquiries). Our telephone support hours are Monday - Friday, 9am - 5pm EST. Our team is always on-hand to answer your questions (big or small) so, when in doubt, reach out and we can provide a helping hand.

© 2017 PocketSix Technologies Inc.