FAQ

My Care Plus Help

Popular FAQs

What should I do if I have enrolled and created an online account, but I cannot log onto the site?

To recover your user name or password, use the links on the home page (under the user name and password fields). If this does not help you, please contact My Care Plus Support at 1-855-887-6788 (toll free).

What should I do if I have not received my email invitation?

It may take up to 72 hours after you sign the consent form to receive your email invitation. Please check your email junk and spam folders to ensure your email provider has accepted My Care Plus  as a safe sender. To ensure My Care Plus is on your safe-sender list, please save donotreply@mycareplusonline.com to your safe sender list. If it has been longer than 72 hours and the invitation is not in your junk or spam mail folder, please contact My Care Plus Support at 1-855-887-6788 (toll free).

Who do I contact for enrollment assistance?

For enrollment assistance, please contact My Care Plus Support at 1-855-887-6788 (toll free).

How do I change my account information?

Once you are logged into the site, you can click the My Account link to update your user name, password or email address. Please note that changing your email address on My Care Plus will not update your email address on file at your physician's office.

How do I know if I have Adobe Acrobat Reader?

Try to download your lab results. If it downloads, Adboe Acrobat is installed. If it does not download, click  the Adobe Acrobat icon at the bottom of the page to install.

Why was I logged off of My Care Plus?

For safety and security of your health information, your account will automatically log you out after 15 minutes of inactivity.  Inactivity is when you are not navigating (clicking) within the site.

Why was I locked out while attempting to log in?

If you were unsuccessful in entering the correct user name or password after five attempts within an hour, your account will be locked. You can unlock your account by retrieving your password.

What should I do if I forgot my Password?

If you forgot your password, go to the Home tab or Login screen and click  the Forgot your Password link. It will prompt you to enter your user name and email address. Then you will be sent an email to reset your password.

What should I do if I forget my User Name?

If you forgot your user name, go to the Home tab or Login screen and click  the Forgot your User Name link, enter your email address on file with My Care Plus and your user name will be emailed to you.

Where do I go to log into my My Care Plus account?

Once you complete enrollment, the last screen allows you to log onto the site. To log on any other time go to www.mycareplusonline.com and enter your user name and password.

How do I print my health information?

Locate the page(s) you want to print and click on the Print icon near the top of the page.

When can I log into My Care Plus?

You can access the site at any time, 24 hours a day, seven days a week. The site will unavailable during limited times for site improvements and upgrades to improve your experience.

Is my health information safe?

Yes. We use SSL 128-bit encryption to protect your information.

Is there a fee to enroll and access My Care Plus?

No. There is not a fee associated with enrollment. Access to My Care Plus is an added benefit available to you through your physician's office, associated with McKesson Specialty Health or ownership of the iKnowMed electronic health record system.

What should I do if the site or some information on the site is unavailable?

You may contact My Care Plus Support at 1-855-887-6788 (toll free) to report the outage.

How do I get started on My Care Plus?

To get started, you must request an email invitation from your physician's office during your next office visit.  While there, you will need to sign a consent form and provide a valid email address. After 48-72 hours, you will receive an email invitation to begin enrollment.

What are the benefits of My Care Plus?

You can view your diagnosis, medications, clinical lab results and additional personal health care information. You can also download and save your Personal Health Record (PHR). Click here to learn more about My Care Plus.

How do I change the text size on my screen?

Select the Text Size icon in the upper right corner of your computer screen to increase or decrease text sizing for optimal viewing.

What is My Care Plus?

My Care Plus is a secure, personalized link to your health information from your physician’s office.  You can access and review your personal health record (PHR) online any time you need it.

What should I do if the Temporary Access Code in my enrollment email did not work?

If it is past 7 days, the access code has expired. Please contact My Care Plus Support at 1-855-887-6788 (toll free) to request a new invitation, which will include a new Temporary Access Code.

How can I get access to My Care Plus?

The first step is to request an enrollment invitation from your physician's office. To receive an invitation, you will need to complete a consent form while at your physician's office. Once you have received the invitation and enrolled, you can access the site any time with your user name and password.

I do not have Adobe Acrobat Reader, how do I install this?

To get Adobe Reader go to http://get.adobe.com/reader/ and download the latest version.

What would cause the site to display strangely on my screen?

Internet Explorer, Version 7 is the standard, required browser for the website. This site was built to current industry web standards. Therefore, Internet Explorer 8 or Firefox and a screen resolution of 1024 x 786 are recommended for optimal viewing. You may want to upgrade to a newer version of Internet Explorer, or adjust your computer settings for optimal viewing this website.

How do I save My Care Plus as a favorite website?

Each internet browser is unique in how it saves bookmarked websites. Follow this link to select the method that is appropriate for your browser. 

When should my Lab Results be available on My Care Plus?

Your physician has the option to release lab results to My Care Plus once they are reviewed. Your physician may include a comment about your results if needed.

What if I do not enroll within 7 days of receiving my enrollment invitation?

The 7 days applies only to the Temporary Access Code in your email invitation. If you have passed the 7 days,  please contact My Care Plus Support at 1-855-887-6788 (toll free) to get a new invitation with a new Temporary Access Code. Once your receive your new enrollment invitation, you can continue with the enrollment process.

What should I do If I lost the My Care Plus enrollment invitation email?

Contact My Care Plus Support at 1-855-887-6788 (toll free) to have your email invitation resent to you.

What is a Temporary Access Code?

The Temporary Access Code is included in your enrollment invitation email, and it is linked to your health information. It is used to validate your identity and is needed in the first step to enroll.

Can I change my email address?

Once you are logged into the site, you can click on the My Account link at the top of any page to update your email address. Please note - this does not update your email address with your physician's office. You will need to update this information on your next office visit.

What should I do if I am unable to create a password?

Your password must contain at least 8 characters. The characters should include and uppercase character, a lowercase character and a number. For added security, our system allows special characters. To help protect your health information, the password cannot contain your first name, last name, user name or Medical Record Number (MRN).

What should I do if there is incorrect information in my health record?

The information displayed on My Care Plus is the latest information from your physician's office. If you have not updated your information with your physician recently, you can do this on your next visit. If you have updated your information with your doctor's office more than 72 hours ago, please contact My Care Plus Support at 1-855-887-6788 (toll free) to report the issue.

What should I do if I have updated my information with my physician's office, but it is not displaying on the site?

Updates will take 48-72 hours to appear on My Care Plus. If it has been longer than 72 hours, please contact My Care Plus Support at 1-855-887-6788 (toll free).

How do I download my health record information?

You can select the download icon to save your entire PHR as a PDF, and save it to your documents on your personal computer. To protect your information, do not save this information on a public compute (e.g., library, internet cafe, or hotel computers.) 

How do I update my Medications?

Please contact your physician's office to update health information.

How do I change my Allergies list?

Please contact your physician's office to update health information.

How do I share my health information with a family member/caregiver?

Once you have downloaded and saved your PHR to your documents, you can choose to share pages of the data with your family members or friends by printing or emailing the document to them.

Can I export my data to another site or software program?

You can download your health information into a PDF and save it to your computer. We are working to have transfer access on the site in the future.