Have questions or need help?

Managing Records

• Why am I unable to see highlighted anatomy in my imaging scans?

  Organs and bones are identified in select chest X-rays and CT scans of the chest, abdomen and pelvis.
  The tool is currently only available for patients with PocketHealth Unlimited accounts aged 18 and over.

• How do I download my records with Basic?

  If you are looking to download your records using a Desktop PC follow the instructions found here.

  If you are looking to download your records using a Desktop Mac follow the instructions found here.

• What is included when I request my records?

  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. You should also receive the typed radiologist report for the exams as well, though on rare occasion this may not be possible due to the individual policy of the imaging provider that transferred your imaging record.

• How long are my records stored for?

  Your records are stored permanently within your PocketHealth account for your future access at this link: pockethealth.com/request. If you prefer to keep your records offline, you can always download all of your images to your computer. You can also permanently remove all of your records from PocketHealth anytime, and revoke access from anyone you’ve shared your records with.

• What if I’m missing an exam?

  If you believe any exams are missing from your account, please reach out to our team directly at [email protected]. Let us know the location you went to for your exam, the type of exam and date your exam was performed. With this information we can better advise you on how to access your exam.

• What can I do with my records?

  By logging onto your account at www.pockethealth.com/login (or directly via the email you received) you have access to a wide variety of features. For example, you can:

  1. Have Your Record Wherever You Go: You can access your record(s) from any device with an internet connection, anywhere in the world – forever.
  2. Share Imaging Electronically: Share your records with any healthcare professional in full diagnostic quality by fax, email or print-a-link, who can then view the records instantly within their web browser via a Health Canada/FDA-certified diagnostic viewer.
  3. Request Records from New Clinics/Hospitals: Search for over 500 clinics and hospitals across North America and enroll for access from new imaging providers, helping build a more comprehensive health record.
  4. Upload Your Old CDs: Upload and digitize any imaging already in your possession like old CDs or records from hospitals not currently connected to PocketHealth, and truly complete your imaging record.
  5. Download: Download individual images as PNG files (for non-diagnostic use only) or download entire records as DICOM files (for diagnostic use). These files can be stored locally on your computer or shared via USB or by burning to CD.
  6. 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.

  Of course, the most important feature of PocketHealth is that your imaging record(s) will be securely stored and can be accessed and shared easily and instantly. Finally: your records, in your control.

• How do I remove records?

  Please submit your request for permanent deletion to [email protected]. 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 center or physician’s office.

• What should I do if my report is marked “Not available”?

  Depending on the release of information policy at your imaging centre, your report may not be available through PocketHealth. Some imaging centers 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.

• How do I view my records from a different region?

  For safety and security, records are stored on a server in the country where a healthcare institution is based. This means that if you’ve had imaging completed in both Canada and in the USA, your account will have two regions. You will need to switch between regions in your account to access your records across both countries.

  If you would like to view your imaging records from a different region:

  1. Desktop: Click on user button with your name at the top right

  

   

  or Mobile: Click on menu button at the top right

  

   

  2. Click on “Region”

  

   

  3. Click on the region you’d like to switch to

  

   

  4. Access all of your imaging records from healthcare institutions based in that chosen region.