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Wednesday 05/17/2017 from 1:00 AM to 5:00 AM for maintenance. We apologize for any inconvenience.
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myccLink Frequently Asked Questions

Enrollment Questions
What is myccLink?
Is there a fee to use myccLink?
How do I sign up?
Who do I contact if I have further questions?
Your Medical Record
When can I see my test results in myccLink?
Why are certain test results not shared electronically via myccLink?
If some of my health information on myccLink is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Can I schedule an appointment with my doctor?
myccLink For My Family
Can my spouse and I share one myccLink account?
Can I view my child’s health records?
Can I view an adult family member’s health records?
Can I get access to my child’s or family member’s myccLink account if I don’t receive my healthcare at Contra Costa Regional Medical Center & Health Centers?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
My activation code does not work, what should I do?
Is my activation code my user ID?
How is myccLink secure?
What is your privacy policy?
What do I need to use myccLink?
What browsers work well with myccLink?
What operating system do I need on my computer to use myccLink?
When I type in the Web address “mycclink.cchealth.org,” it doesn’t take me to the myccLink website. What is wrong?
I’m still having problems connecting to myccLink. What else could be wrong?
OK, now I’m logged into myccLink, but I can’t view some documents. Why?
I was logged out of myccLink, what happened?
The site is automatically logging me out without notifying me first. Why am I not being warned?
I just typed a long message to my doctor. When I went to send it, I got a timeout message, and I lost the entire message. What should I do?

What is myccLink?

myccLink offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. View a short video about myccLink. With myccLink, you can use the Internet to:

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Is there a fee to use myccLink?

myccLink is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a myccLink activation code during their clinic visit. This code will enable you to log in and create your own user ID 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 you next office visit.

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Who do I contact if I have further questions?

You may call our myccLink Support Line at 1-844-6CCLINK or 1-844-622-5465.

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When can I see my test results in myccLink?

Your test results are released to your myccLink account after your doctor/nurse practitioner has reviewed them. This is generally within 1-12 days.

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Why are certain test results not shared electronically via myccLink?

Your doctor/nurse practitioner is able to determine which types of test results are able to be accessed through myccLink.

Most test results are available on myccLink. However, state and federal law prohibits test results for sensitive conditions such as HIV, reproductive health and cancer from being displayed online. Patients will be given test results for these sensitive conditions either during a followup appointment or by a phone call from a health representative. If you have questions about your test results, you can send a message to your primary care team or call an advice nurse at 1-877-661-6230.

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If some of my health information on myccLink is not correct, what should I do?

Your myccLink information comes directly from your electronic medical record. Ask your doctor to correct any inaccurate information at your next visit. Your health information is reviewed and updated in your electronic medical record each visit.

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If I send a message to my doctor or nurse, when can I expect a reply?

You will generally receive an answer within 3 business days. Please note that myccLink should not be used for urgent situations. For medical advice, please call the Advice Nurse line at 1-877-661-6230, and select option 1. If this is a medical emergency, dial 9-1-1.

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Can I schedule an appointment with my doctor?

Yes, you can schedule an appointment with your primary care doctor. Parents or guardians with family-access privileges can also schedule well-child checkups for their children under 12.

Please keep in mind that you can only use myccLink to schedule appointments with you or your child’s primary care provider. To schedule other appointments, please call the appointment unit at 1-800-495-8885.

We only make a few appointments available for online scheduling each day. If you do not find your preferred day or time on myccLink, please call the appointment unit (1-800-495-8885) to check for other available times.

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Can my spouse and I share one myccLink account?

No, due to the sensitive nature of medical information, each adult must sign and submit a Release of Information request and establish their own myccLink account.

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Can I view my child’s health records?

Yes, you can for children up to age 11 through our family access program (also known as proxy access). Parents and legal guardians need to fill out a proxy access form and submit it to the Health Information Management department at Contra Costa Regional Medical Center or one of our health centers. Once authorized, you will have access to your child’s health records on myccLink until his or her 12th birthday. Please note that foster parents cannot get proxy access for children in their care at this time.

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Can I view an adult family member’s health records?

Yes, under certain circumstances patients can give permission to another adult (e.g. a spouse, adult child or caregiver) to view their medical information through our family access program (also known as proxy access). The patient must complete and sign a form authorizing another person to access their health records on myccLink. The completed form must be submitted to the Health Information Management department at Contra Costa Regional Medical Center or one of our health centers. The form may need to be submitted with one of the following documents: marriage certificate, court order appointing guardian, letters of guardianship, durable power of attorney for healthcare or an advanced healthcare directive. The patient can revoke proxy access at any time.

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Can I get access to my child’s or family member’s myccLink account if I don’t receive my healthcare at Contra Costa Regional Medical Center & Health Centers?

Yes.

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I forgot my password. What should I do?

You may contact our myccLink Support Line at 1-844-6CCLINK or 1-844-622-5465 to request a new, secure password. You may also click the "Forgot password" link on the sign-in page to reset your password online.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

Contact us at 1-844-622-5465 and after we verify your information, a new code will be sent via U.S. Postal Mail. Privacy issues prevent us from e-mailing a new activation code to you.

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Where can I update my personal information (e.g., e-mail address or change my password)?

Log into myccLink and from the left menu, go to the My Account Info section and select the appropriate option.

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My activation code does not work, what should I do?

Your activation code expires after 180 days and is no longer valid after the first time you use it. If you still have problems, call our myccLink Support Line at 1-844-6CCLINK or 1-844-622-5465.

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Is my activation code my user ID?

No, your activation code is not your myccLink username or password. You will use this code only once to log into myccLink for the first time. (The code will expire after you have used it or after 180 days). When you log into myccLink the first time, you will then be asked to create your own unique myccLink ID (username) and password, and you will no longer need your activation code.

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How is myccLink 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 ID's, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, myccLink uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with myccLink. Unlike conventional e-mail, all myccLink messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

myccLink is owned and operated by Contra Costa Health Services and is fully compliant with federal and state laws pertaining to your privacy. Your name and e-mail address will be treated with the same care and privacy given your health records and will never be sold or leased to any other entities.

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What do I need to use myccLink?

You need an activation code, and access to a computer connected to the Internet with an up-to-date browser (such as Internet Explorer 9).

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What browsers work well with myccLink?

myccLink works well with Internet Explorer 8 and above, Mozilla Firefox 33.x and above, Google Chrome 38.x and above, and Safari 6.x on Mac computers. Javascript MUST be enabled on your browser to use myccLink.

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What operating system do I need on my computer to use myccLink?

Windows 7 Enterprise x64 with SP1, Windows 7 Enterprise x64, Windows 7 Professional, Windows XP Professional SP3 x86, Mac OSX v10.5 and above.

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When I type in the Web address “mycclink.cchealth.org,” it doesn’t take me to the myccLink website. What is wrong?

If you don’t type “https://” at the beginning, some web browsers may try to use a Google or Bing search to find myccLink instead of going to that web address. If that is happening to you, try putting the “https://” at the beginning of the web address.

Another possibility is that you may be inadvertently typing “mycclink.cchealth.org” into the search bar instead of the Web address (or URL) bar on your browser. Make sure that you are using the top left-hand URL bar, and not a search bar when you type in your web address.

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I’m still having problems connecting to myccLink. What else could be wrong?

Your Windows Firewall or your anti-virus software may be preventing you from connecting to myccLink. Look at the settings in your anti-virus software to see if there is a place to “white-list” websites, or enter exceptions so that they aren’t blocked. If so, put in the web address for myccLink and see if that takes care of the problem.

It is possible that your security settings on your browser won’t allow some scripts to run, or won’t allow you to connect to a site if it has been redirected. If that is the case, you need to change the security settings in your browser to add exceptions to allow you to get to myccLink.

Some security programs may stop content from websites that have Javascript or Active X scripts in it. Since myccLink uses Javascript, this feature may need to be configured to allow the content from myccLink to run.

There are so many possibilities, it is impossible to cover all of them here, but these are the most common problems.

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OK, now I’m logged into myccLink, but I can’t view some documents. Why?

Some documents on myccLink are pdf documents, and those require that you download and install Adobe Reader onto your computer.

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I was logged out of myccLink, what happened?

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

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The site is automatically logging me out without notifying me first. Why am I not being warned?

If your pop-up blocker is enabled on your browser, it will prevent you from seeing the message warning you that you are going to be logged out. If that happens to you when you are using myccLink, you need to set your pop-up blocker to allow pop-ups from myccLink. To do that, you usually would click on the notification from the pop-up blocker, and set it to allow pop-ups from this site.

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I just typed a long message to my doctor. When I went to send it, I got a timeout message, and I lost the entire message. What should I do?

Unfortunately, at that point, you cannot get your message back. Here are a few suggestions:

If possible, keep your message short so you can send it within the timeout period (15 minutes).

If you want to send your doctor a longer message, you can extend your online session when you receive a pop-up notification. (Make sure your browser is set to allow pop-ups from the myccLink website.)

Another option is to write your message in a program like Notepad or MS Word before you go into myccLink. When you’re done, copy and paste the message into myccLink and send it to your doctor.

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