Frequently Asked Questions

Click the items below (in blue) to learn more about using MyEMC. If you cannot find what you are looking for on this page, then you may contact our Help Desk Monday through Friday 8 a.m. and 5 p.m. by calling (760) 837-8595. Before calling for help on your My.EMC account, please verify you are using the correct system. RelayHealth and the Lab Apppointment Portal are separate systems and use different login credentials.

  • Accessibility Options for MyEMC
    1. Is MyEMC available on Mobile Devices?

      Yes, users of tablets such as the iPad and Kindle Fire will find that they can access MyEMC by using Chrome, Internet Explorer, FireFox or the Safari browser. Many times these devices will use a non-standard web browser and these have not been tested. Users of iPhones and Android can also use the site but will often need to save the files and forward them to a computer for viewing as many phones do not have a PDF viewer installed.

    2. What are the preferred web browsers?

      MyEMC has been tested on Google Chrome, Internet Explorer, FireFox and Safari. There is a known bug in the PDF viewer installed on the Mac version of the Firefox browser. Mac users are recommended to use Safari.

  • Account Registration Questions
    1. I applied more than 3 days ago and I haven’t recieved an e-mail yet.

      Accounts typically require 24-48 hours to process. If this time has elapsed and you haven’t received an e-mail chances are it has been stopped by your spam filter or by your Internet Service Provider. Eisenhower system mail is sent from admin@emc.org. Please verify you have unblocked e-mail coming from this e-mail address. Also please check your junk mail and/or spam folders to see if the e-mail has been diverted by your e-mail reader.

      • TIP: How to unblock system e-mail from EMC.org

        If have trouble getting e-mail from EMC.org it is important that you check your junk mail and/or spam folders and unblock e-mail from admin@emc.org or you may never receive your information. You can usually unblock an address by sending an e-mail to the e-mail address you want to unblock. If you are unsure go ahead and send an e-mail to our servers at admin@emc.org. This is a send-only address so you will get a non-deliverable message back, but sending the e-mail should "whitelist" our server e-mail address in your system.

        If you still have not received your login information, please contact our Help Desk Monday through Friday 8 a.m. and 5 p.m. by calling (760) 837-8595. The Help Desk technician can look up your account to see if there has been any delay and if less than 30 days have elapsed they can resend your login credentials.

    2. Can I setup a MyEMC account if I have never been a patient at Eisenhower Medical Center?

      You must be or have been a patient at Eisenhower to access MyEMC. The records contained at MyEMC are patient records.

    3. Can more than one MyEMC account have the same email address?

      Yes - but please be advised that ALL account usernames must be unique.

      • TIP: By default the account username is set to the e-mail address so the first MyEMC account will need to change their Username to be something other than their email address. Then the second account can be setup and the e-mail address will be used as the username for the second account.
    4. I don’t have a MyEMC Account

      You can setup a free MyEMC account, click here to Register. It will then take 48-72 hours for EMC to match and verify your application with your account after registration. Please note that if you have a Passport number it is not the same as a MyEMC account.

    5. How do I copy and paste the default password?

      When a new account is setup a temporary password is created and e-mailed to you. This can be retyped or copied and pasted into the password box on the account setup page. To copy and paste use the follwing steps:

      1. Place you mouse cursor at the beginning of the password string in the e-mail you recieved.
      2. Click and hold down the left mouse button.
      3. While continuing to hold the left mouse button, drag your mouse to the right until the entire password is highlighted.
      4. Release the left mouse button. (The password should remain highlighted.)
      5. Place your Mouse over the highlighted password and right-click your mouse. (This brings up the context menu.)
      6. Click "Copy" from the context menu.
      7. Click the link in the e-mail to go to the login form.
      8. Place your mouse cursor over the password field and left click to activate the form field. (The cursor should be blinking.)
      9. Right-click your mouse. (This brings up the context menu.)
      10. Click "Paste" on the context menu.
      11. Check your work! - Click the [VIEW] button to the right of the password field to see what was pasted. Verify no extra spaces were added to the beginning or end of the password.
  • Lab Results & Medical Records Questions
    1. I need help accessing Lab Appointments

      Click this link to Schedule a Lab Appointment. If you need assistance with your account please contact our team Monday through Friday 8 a.m. and 4:30 p.m. by calling (760) 837-8512 or e-mail RevenueCycleSystemsTeam@emc.org

    2. How long does it take for Lab results to show up in my Medical Record?

      Lab results are typically available within 24 hours of your visit. However, some results will not be available until your visit is in "discharged" status. For instance, if you are an Infusion Center Patient, then the results will appear when your Infusion Treatment Cycle has completed. Please verify with your provider to determine when your results will be released.

    3. I am a Desert Cancer Care Patient - why can’t I see all my Lab Results?

      If you are a Desert Cancer Care patient and you are not finding your current lab results, then those results will not be available via MyEMC until your visit is in "discharged" status and your medical record is completed. If results are missing from your account and you cannot wait until they show up, then please contact your Physician. If your Physician is unable to retrieve your results, please contact our Health Information Management (medical records) department Monday through Friday 8 a.m. and 4:30 p.m. by calling (760) 773-1213. Request that they review your Desert Cancer Care records to verify they have been posted to your account.

    4. Why are my recent labs missing?

      If results are missing from your account please contact our Health Information Management (medical records) department Monday through Friday 8 a.m. and 4:30 p.m. by calling (760) 773-1213. Let them know the date of your recent visit and request they review your records to verify they have been posted to your account.

    5. I am Not Finding a specific document in my MyEMC account

      These are the most common reasons a record is not available online at MyEMC:

      • Records typically are available in your account 24-48 hours after your discharge. If you have a recent visit and you are not seeing the records you would expect, please contact our Health Information Management (medical records) department Monday through Friday 8 a.m. and 4:30 p.m. by calling (760) 773-1213. Let them know the date of your recent visit and request they review your records to verify they have been posted to your account.
      • For imaging reports for studies performed at EIC locations please contact the Eisenhower Imaging Center team Monday through Friday 8 a.m. and 4:30 p.m. by calling (760) 674-3876.
      • Confidential Documents - Here are three types of documents that will not be visible in your MyEMC account:
        • HIV Test Record
        • Mental Health test/treatment Record
        • Alcoholism test/treatment Record
        The only way you can gain access to these records is to submit a Release form to Medical Records specifying the mentioned items.
      • Eisenhower Medical Center has been storing our patient records electronically since the fall of 2006. To obtain records from prior to this time, please download and complete a Release of Information form and please contact our Health Information Management (medical records) department Monday through Friday 8 a.m. and 4:30 p.m. by calling (760) 773-1213.
      • Eisenhower Medical Center is located in Rancho Mirage, CA and is not associated with Eisenhower Army Medical Center in Fort Gordon, GA. Records from Eisenhower Army Medical Center will not be found on MyEMC.

    6. Can I see my medical records that were sent over from my previous Primary Care Physician?

      No - the only medical records available for viewing in MyEmc are medical records from when you were seen at an Eisenhower Facility.

    7. Are Eisenhower Desert Orthopedic Clinic Results available on my.emc.org?

      No. If you need your Eisenhower Desert Orthopedic Clinic records, then please call 760-773-1211 or 760-773-1213.

    8. Are Eisenhower Desert Cardiology Clinic Results available on my.emc.org?

      No. If you need your Eisenhower Desert Cardiology Clinic records, then please call 760-773-1211 or 760-773-1213.

  • Login Issues
    1. My Password doesn’t work! What should I do?

      The most common login problem is simply that the password is being entered incorrectly. This often happens if your browser tries to auto-complete the login form or if you improperly cut-n-paste the password from an e-mail. Please verify each of these items:

      • Verify your CAPS-locks are off.
      • Make sure there are no spaces before or after your password.
      • Use the VIEW button below the password field to see what you are typing.
      • Verify you are using the correct system.
        Sometimes we see users trying to login to MyEMC with their RelayHealth and/or Lab Apppointment credentials. These are separate systems and use different login credentials.
        • RelayHealth Eisenhower Medical Center has partnered with RelayHealth to offer you this free service that allows you to communicate with your participating doctor online and access your physician medical records. If you need assistance with RelayHealth contact the RelayHealth team online at Contact RelayHealth or call (866)735-2963 to reach their customer service line.
        • Lab Apppointment Portal Lab Apppointment Portal allows you to setup your Lab Appointments using a simple online interface. If you need assistance accessing the Lab Portal contact our team Monday through Friday 8 a.m. and 4:30 p.m. by calling (760) 837-8512 or e-mail RevenueCycleSystemsTeam@emc.org.

    2. I forgot my User ID. What should I do?

      If you have forgotten your Username, simply click Recover your Username and follow the simple and secure process to retrieve your sign in information.

    3. I forgot my Password. What should I do?

      If you have forgotten your Username, simply click Recover your Password and follow the simple and secure process to retrieve your sign in information.

  • Viewing & Printing your Online Medical Records
    1. I can see the list of documents. How do I view and print the contents of the documents?

      You can view or download your documents one at a time.

      • VIEWING INSTRUCTIONS
      • You may only view ONE document at a time, click the BLUE document name. This will download the document and load it into your Adobe Acrobat Reader (PDF viewer).
        View/Print a Single Document
      • Use the Abobe Acrobat print feature.PRINTING INSTRUCTIONS
      • The first thing you will see is a cover page with a confidentiality notice, use your mouse to scroll down or use the PDF controls to go to page 2 to see the beginning of the actual document.
      • The PDF file can now be saved to your computer’s hard drive, a memory stick or it can be printed on your printer.
        · To save use the Save button at the left end of the special Adobe Reader tool bar, which appears immediately above the viewing window (next to the print button).
        · To Print use the print button at the left end of the special Adobe Reader tool bar, which appears immediately above the viewing window.
    2. Adobe Acrobat Reader not working. Why can’t I view my medical records?

      The Portable Document Format (PDF) allows us to compile various types of electronic documents and allow them to be viewed on any Macintosh, PC, or Unix computer. To view these you must have Adobe Acrobat reader installed and working on your computer.

      1. Use the Abobe Acrobat print feature.Viewing Problems / Pages Are Blank - Blank pages a typically caused by a low-memory condition in your Windows browser. The first step is reboot your computer which will recover any lost memory. If the documents are still blank you should download install the latest (free) version of Adobe Acrobat.
      2. Printing - When printing Adobe PDF files from within your web browser, it is best to NOT use the web browser print facility. Instead, use the print button at the left end of the special Adobe Reader tool bar, which appears immediately above the viewing window. (This can be seen in the graphic at the right.)
      3. Support - The Adobe Adobe Reader program is installed on your local computer. If you are experiancing trouble viewing or printing PDF documents you will need to seek local technical support. Eisenhower Medical Center staff will not be able to help you troubleshoot Adobe issues.
    3. I keep getting logged-out. How can I enable Cookies for MyEMC?

      Cookies are a simple text string saved to your browser to maintain your login status while using MyEMC. If you are blocking cookies everytime you click a link in MyEMC you will be logged-out. To prevent this and maintain your login status you must set your browser to accept cookies from MyEMC. Also, if your internet browser has Add-On toolbars - then you will need to check each one to make sure they are not blocking the MyEMC cookie.

      Instructions on how to enable cookies in most major browsers are listed below. Anything additional will require you to seek technical help from your own computer support person. Eisenhower cannot provide this support for Patient computers.

      Windows PC Apple Macintosh
      Click the links above to jump to the instructions below for your specific browser.

      Windows PC

      Google Chrome

      Click on the Tools menu and select Options
      Click the "Under the Hood" tab and locate the "Security" section
      In the "Cookie settings" drop-down menu, choose your preferred settings.

      Google Chrome allows all cookies by default, but you can restrict the behaviour of first-party and third-party cookies or even block them completely.

      Click on the Close button when you’ve finished.

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      Internet Explorer 8.0

      Choose Tools and then Internet Options
      Click the Privacy tab
      Move the slider to choose your preferred settings.

      For more specialised cookie settings click on Advanced, check the "Override cookie handling" button and modify the settings to suit your requirements.

      Internet Explorer 7.0

      Choose Tools and then Internet Options
      Click the Privacy tab
      Move the slider to choose your preferred settings.

      The default setting is medium and the menu allows you to select the level of "filtering" on the basis of (a) the source of the cookie and (b) whether the source has a privacy policy.

      For more specialised cookie settings click on Advanced

      Internet Explorer 6.0

      Choose Tools and then Internet Options
      Click the Privacy tab
      Move the slider to choose your preferred settings.

      The default setting is medium and the menu allows you to select the level of "filtering" on the basis of (a) the source of the cookie and (b) whether the source has a privacy policy.

      For more specialised cookie settings click on Advanced

      Internet Explorer 5.0

      Choose Tools and then Internet Options
      Click the Security tab
      Select Internet, then Custom Level
      Choose one of the options

      Internet Explorer 4.0

      Choose View and then Internet Options
      Click the Advanced tab

      Scroll down to the yellow exclamation icon under Security and choose one of the three options (accept or reject cookies or warn before accepting cookies).

      Internet Explorer 3.0

      Choose View, then Options and Advanced. You can click on the Warn Before Accepting Cookies command.

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      AOL 9.0

      From the AOL Toolbar, select Settings
      Select Internet [Web] Options
      Select Use your Internet Explorer Settings to set advanced browser options
      Select the Privacy tab
      Select Advanced
      Deselect override automatic cookie handling button
      Click OK to exit.

      AOL 8.0

      From the AOL Toolbar, select Settings
      Select Preferences
      Select Internet Properties (WWW)
      Select the Privacy tab
      Select Advanced
      Deselect override automatic cookie handling button
      Click OK to exit.

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      AOL 7.0 with IE 6.x

      From the AOL Toolbar, select Settings
      Select Preferences
      Select Internet Properties (WWW)
      Select the Privacy tab
      Select Advanced
      Deselect override automatic cookie handling button
      Click OK to exit.

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      Mozilla

      Choose Preferences from the Edit menu.
      Select Privacy & Security, then select Cookies.
      Choose your preferred settings.

      Mozilla Firebird 0.7

      Click on Tools, then Options
      Select the Privacy icon in the left-hand panel
      Click on Cookies.
      Choose your preferred settings.

      Mozilla Firefox 1.0

      Click on Tools, then Options
      Select the Privacy icon in the left-hand panel
      Click on Cookies.
      Choose your preferred settings.

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      Mozilla Firefox 1.5

      Click on Tools, then Options (or Edit | Preferences on Linux)
      Select the Privacy icon in the left-hand panel
      Click on Cookies.
      Choose your preferred settings (You can configure which sites are allowed to set cookies, how long to keep them for, and view and manage your existing cookies.).

      Mozilla Firefox 2.0

      Click on Tools, then Options (or Edit | Preferences on Linux)
      Select the Privacy icon in the left-hand panel
      Click on Cookies.
      Choose your preferred settings.

      Note that the option to block third-party cookies has been removed from Firefox’s user interface. Firefox 2 users who wish to limit allowed cookies to those set by the originating website can use about:config to modify the preference network.cookie.cookieBehavior to "1". To modify this property simply type "about:config" (without quotes) in the Location Bar, press Enter and modify the value in the resulting page.

      Other options for the network.cookie.cookieBehavior preference are set out below:

      "0" All cookies are allowed. (Default)
      "1" Only cookies from the originating server are allowed.
      "2" No cookies are allowed.

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      Mozilla Firefox 3.0

      Click on Tools, then Options (or Edit | Preferences on Linux)
      Select Privacy
      Select Cookies.
      Choose your preferred settings (You can configure which sites are allowed to set cookies, how long to keep them for, and view and manage your existing cookies.).

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      Netscape Navigator 7

      Choose Preferences from the Edit menu.
      Select Privacy & Security, then select Cookies.
      Choose your preferred settings.

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      Netscape Navigator 6

      Choose Preferences from the Edit menu.
      Select Privacy & Security, then select Cookies.
      Choose your preferred settings.

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      Netscape Navigator 4

      Go to the task bar and click Edit. Click Preferences and Advanced, and then choose your options in the Cookies box.

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      Deepnet Explorer

      Click on Tools
      Then select Cookie Manager. Here you will be able to access various aspects of the Cookie Manager.

      Deepnet Explorer 1.1+

      Choose Clean up from the Tools menu
      Choose Clear Cookies
      All cookies will be removed.

      Deepnet Explorer 1.5.3 (BETA 3)

      Choose Tools
      Click on Web Browser Options
      Cookie Filter gives you control over the black and white list and the Cookie Manager gives you information about all the cookies on your PC.

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      Opera (Windows and UNIX)

      Go to Tools in the main menu
      Go to Preferences at the bottom of the File menu (or press Alt+P to access them directly).
      Click Privacy and select one of the available options.

      In addition to choosing different settings for first-party ("normal") and third-party cookies, you may edit cookie settings on a domain/server basis or even edit individual cookies by clicking the "Manage cookies" button.

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      Apple Macintosh

      Internet Explorer 5 (MacOS X)

      Choose Preferences from Explorer menu
      Select Receiving Files options
      Select Cookies
      Choose your preferred settings

      Internet Explorer 5 (MacOS 9)

      Choose Preferences from Edit menu
      Select Receiving Files options
      Select Cookies
      Choose your preferred settings

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      Mozilla

      Choose Preferences from the Edit menu.
      Select Privacy & Security, then select Cookies.
      Choose your preferred settings.

      Netscape Navigator 7

      Choose Preferences from the Edit menu.
      Select Privacy & Security, then select Cookies.
      Choose your preferred settings.

      Netscape Navigator 6

      Choose Preferences from the Edit menu.
      Select Privacy & Security, then select Cookies.
      Choose your preferred settings.

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      Safari 1.0 (MacOS X)

      Choose Preferences from Safari menu
      Select Security icon
      Cookie settings are shown in window
      Choose your preferred settings

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      Safari 7.0 (MacOS X)

      Choose Preferences from Safari menu
      Select Security icon
      Cookie settings are shown in the "Block cookies and other website data" section
      Choose a setting other than "Always"
      Close browser and refresh web page. Login again if neccesary.
      View Screenshot

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      Opera

      Go to Opera in the main menu and select Preferences (or press Alt+P to access them directly)
      Select Privacy

      In addition to choosing different settings for first-party (normal) and third-party cookies, you may edit cookie settings on a domain/server basis or even edit individual cookies by clicking the Manage cookies button.