MyChildren's Frequently Asked Questions

General Information

What is MyChildren's?
MyChildren’s is a convenient, easy-to-use, and secure way to access your child’s health information.
Using MyChildren’s, you can:
  • view portions of your child's health record
  • send secure messages
  • request, cancel and confirm visits
  • view and update your contact information
  • view and pay your hospital bills online
Am I eligible for a MyChildren’s account?
You are eligible if you are:
  • a parent or legal guardian of a patient
  • a patient age 13 and older (parent/guardians of 13 and 14-year-olds will be notified that an account has been created)
How secure is MyChildren’s?
When using MyChildren’s, all communication between you and your Boston Children’s care team is carried over a secure, encrypted connection. This connection uses industry standard security, encryption, and database technology. Access to your MyChildren’s account is protected through the use of user-controlled account credentials.
How can I be sure I’ll receive administrative emails from MyChildren’s?
To ensure that email is not sent to your Junk/Spam email folder, add childrens.harvard.edu and bostonchildrens.iqhealth.com to your email browser’s safe list or address book. If you use a third-party whitelist service such as Boxbe, be sure to follow that service’s instructions to ensure you receive our emails.
Can I share my child’s health information from MyChildren’s?
Yes, patients and families can grant access to their Boston Children’s health information to doctors/specialists who are involved with their care but are not their primary care providers.
Is there a mobile version of MyChildren’s?
Yes. You can download the MyChildren’s mobile app from the Google Play store (Android) and iTunes store (for iPhone and iPad).
How can I get help using MyChildren’s?
Go to mychildrens.org/help and complete the Contact Us form or call the MyChildren’s Support team at 617-919-4396.
How do I grant access to my specialist?

To grant access, log in to MyChildren’s, and select Manage Account. Select the Share Patient’s Record link, and then select Invite. You will be prompted to search for and invite a specialist.

You can view the list of providers who have access to your health record on the Share Patient’s Record page. You can manage that list and invite/disinvite providers at any time.

What is your Privacy Policy?

Accessing MyChildren’s

How do I request a MyChildren’s account?
To request an account, go to mychildrens.org and select Sign up for an account.
What do I need to set up a MyChildren’s account?
  • patient’s full name
  • patient’s address
  • patient’s date of birth
  • patient’s medical record number (MRN)
  • date of a visit to any Boston Children’s location
How long does it take to obtain an account?
o protect the privacy of our patients, the data you submit must be checked against our records. Please allow up to one business day for this process.
How can a patient between the ages of 13 and 17 get an account?
A patient between the ages of 13 and 17 who wants an account must have their own email account.
  • The adolescent cannot view secure messages sent between the parent/guardian and care team.
  • The parent/guardian cannot view confidential visits, confidential health information or secure messages between the adolescent and care team.
  • Parent/guardians of 13 and 14-year-olds will be notified when an account has been created.
What happens to the parent/guardian’s account when the patient turns 18?
Prior to the patient’s 18th birthday, several reminders will be sent to the parent/guardian explaining that their access to the account will be ending. At the age of 18, the patient must set up their own account and assume responsibility for an account that the parent/guardian had been managing.
My child with special needs is over the age of 18. Can I set up a MyChildren’s account for her?

Yes, as long as you have guardianship papers on file with Boston Children’s, you can access your child’s information with your MyChildren’s account.

If you have this information you can email the PDF documents to mychildrenssupport@childrens.harvard.edu.

I’m a foster parent to a child. Can I access their MyChildren’s account?
No, access to a foster child’s account is restricted to the Department of Children & Families (DCF) caseworker. Only your child’s caseworker, as the legal guardian, will be granted permission to access the account.
What are the technical requirements to access MyChildren’s?
  • an email address that you check regularly
  • Internet Explorer/Microsoft Edge 11 (PC), most recent version of Firefox, Google Chrome (PC or Mac) or Safari (Mac)
  • The latest version of Adobe Acrobat Reader
  • JavaScript-enabled browser
Are there any special criteria for creating a MyChildren’s password?
Yes, your password must have at least 8 characters and include one number and one capital letter.
How do I log in to MyChildren’s?

Log in to MyChildren’s using the email address you signed up with and the password you created.

I forgot my password. What should I do?
If you’ve forgotten your password, follow these steps. You will receive an email with instructions for changing your password.
How do I add a patient to my account?
After creating a MyChildren’s account, you need to add a patient, even if you are the patient. For more detailed information, please refer to these instructions.

Health

What health record information can I view?
The health record in MyChildren’s is an electronic copy of portions of your child’s medical record, not the complete record. The portal does not display sensitive or redundant information.
  • Clinic notes are available as soon as your provider completes them.
  • Lab results—including tests done in outpatient, inpatient and emergency department settings—will display as soon as they are resulted.
  • Radiology reports are available 4 days after they are completed.
  • Information from outside sources may not be immediately available.

See the list of lab results not available on the portal.

What types of clinic notes can I view?

You can view notes from visits with your care team other than inpatient visits and visits to the Emergency Department.

Other exceptions include:

  • Adolescent Medicine
  • Adolescent Substance Abuse Program (ASAP)
  • Child Protection Team (CPT)
  • Gynecology Psychology/Psychiatry
  • Social work
  • Confidential visit notes
  • Inpatient discharge summaries

Visits

Can I request a visit online?
Yes, you can request a visit online. After you complete the online request form, your clinic will contact you to schedule the visit.
Can I self-schedule a visit online?
If you have been seen in a clinic that allows you to self-schedule, you can select the date and time that works for you for a return visit. This feature is now available in several clinics.
I want to schedule another visit in a clinic where my child has already been seen. How do I schedule a repeat visit?
To request the same type of visit, go to Past Visits and select from your visit history.
Can I cancel a visit online?
Yes, but we ask that you cancel as far in advance as possible.
Can I confirm a visit online?
Yes, you can confirm visits for visits scheduled within the next 30 days.
What is pre-checkin?
Similar to hospital kiosks, pre-checkin allows you to give us information in advance, saving you time on the day of your visit. You can pre-checkin for visits scheduled within the next 30 days. Pre-checkin allows you to:
  • Verify contact information
  • Verify insurance
  • Make a copay
  • Sign documents

Messaging

What is MyChildren’s messaging?
Messaging on the MyChildren’s portal is a secure, web-based service that allows you to send non-urgent and non-emergency questions to your care team at Boston Children’s Hospital. It’s like email, but completely secure to better protect your health information.
What types of questions can I send my care team?
You can send non-urgent, non-emergency questions through MyChildren’s messaging. This includes questions about prescriptions, test results, medical questions, referrals, follow-up information, form requests and other topics not listed here.
Can I add an attachment to a message?
Yes, you can add a document (.docx, .pdf), photo (.png, .jpeg) or video (.mov, .mpeg) file to your message. There is a limit of three attachments per message and a 10 MB size limit.
What should I do if I have an emergency or an urgent question for my care team?

If you think your child is having a medical emergency, please call 911 or your local emergency services number.

If you have a question that is urgent but doesn’t require immediate medical attention, please call your doctor’s office or the Boston Children’s Hospital main line at (617) 355-6000 to be directed to the appropriate department. Do not send a message for urgent concerns or in an emergency.

When can I expect a response from my care team?
You will hear back from your care team within 2 business days after you send a message. Business days are Monday–Friday, 8 a.m.– 5 p.m. and don’t include after 5 p.m., weekends, or hospital holidays. For example, if you send a message on Friday at 6 p.m., you can expect to hear back by Wednesday at the latest. Please note that while you will hear back from your care team within 2 business days, it may take longer to resolve your concern depending on your question. For a faster answer, please call your doctor’s office.
Who will see my messages?
Only you and members of your child’s care team will have access to your messages. This includes administrative staff, nurses, doctors and other health care professionals that manage your child’s care.
How can I participate in MyChildren’s messaging?
After your first visit at Boston Children’s, you can sign up for a MyChildren’s portal account. Once you have an account, log in to the MyChildren’s portal. On the homepage, click the messaging icon near the top of the page.
What devices can I use to message my care team?

You can message your care team by logging into your account at https://mychildrens.org on your computer, smartphone or tablet. You can also download the MyChildren’s app from your device’s app store.

For technical support, you can call the MyChildren’s Support team at 617-919-4396.

Billing

What can I do if I have billing questions?
You can read the Billing FAQs or call 617-355-3397.

Updating Information

How do I update my contact information?
You can update your contact information in the Profile section of MyChildren’s.
How do I update my insurance information?
To update your insurance information go to Billing and select Insurance Summary. Please note that we will review all insurance changes.
My primary care physician (PCP) is listed incorrectly. What should I do?
To update your PCP information, you should contact your PCP’s office.