Help Desk: Navigation Guidelines

These are guidelines given to our HelpDesk Operators who answer the phone 24/7 to assist you. 

MyHealthArchive is a product line of the company, PatientCentral Technologies, LLC (PCT). For ease of communication, we refer to MyHealthArchive both in the sense of the product line, the website www. MyHealthArchive.com, and PCT operating the site.

Subscription/Fees:  The normal subscription fee is $ 80.00 per year. However, as a Special Introductory Offer, a full MyHealthArchive subscription is available for  $44.99 per year. The subscription may be paid on a quarterly basis at a rate of $19.99 per quarter.

What's in the Subscription:  The subscriber has access to a cadre of tools to document their health history, including documentation of basic demographics such as the individual's name, address, phone, physicians and family members to contact in the event of an emergency. Additionally, subscribers have access to tools to record important health information including critical major medical problems, medications, allergies, advance directives, calendaring of important appointments, and documentation of preventive health maintenance such as recording of blood pressures, heart rate, blood glucose levels,  cholesterol levels, and weight.   New tools and features are in development and may be viewed in the Products section under "New and Coming."

Uploading files: Subscriber's medical records can be scanned by the subscriber and then uploaded into a subscriber's Archive. To upload copies of medical records, please refer the subscriber to the special section called, "Uploading Appendices" which will guide the subscriber through the process of uploading  scanned copies of health records from the subscriber's personal computer into a subscriber's personal Archive.

Access to the subscriber's private Archive on the MyHealthArcive website: Upon payment, information in an individual subscriber's account will be immediately available to the subscriber.

About two weeks after subscription, each subscriber will be mailed personal identification cards with their user ID and protected password which must be scratched off to reveal the password. Additionally, if the subscriber has requested identification cards for authorized family or friends, these will be sent by MyHealthArchive staff directly to the subscriber.

Safety and Security of User ID and Password:  Security is the responsibility of the subscriber as well as MyHealthArchive. The subscriber is responsible for maintaining the safekeeping and security of personal and authorized ID cards and passwords. It is recommended that subscribers document all USERNAMEs and PASSWORDs and keep them in a safe place.

Nearing Expiration or Expired Subscriptions: As a subscription is nearing its expiration date, each subscriber will automatically be sent an e-mail within 30 days prior to the date of expiration as a reminder to renew the MyHealthArchive subscription.

On the day that a subscription expires, the subscriber will be provided a 30 day grace period during which time the subscription will remain active. Once this 30 day period lapses, there will be no exceptions to granting access to a personal Archive unless the subscription is renewed.

Following this 30 day grace period, the subscription will expire and the subscriber will have to renew the subscription before being able to access the personal Archive. When the subscription is renewed, the information that has previously been documented in the subscriber's Archive will again be made available to the subscriber using the subscriber's previous USERNAMEs and PASSWORDs.  

Loss of the Subscriber Identification Card: It is the responsibility of each subscriber to maintain privacy and security of the USERNAME and PASSWORD. We strongly encourage subscribers to keep their USERNAME and PASSWORD in a safe place.

If, however, a subscriber reports that the identification card is lost it may be replaced at a nominal fee. If the subscription has lapsed, there will be a grace period of thirty (30) days where the subscriber's information will continue to be made available to the subscriber. However, if the account remains in arrears for more 30 days, the subscriber's information will be archived and not be available to the subscriber until either the account is brought current in payment or the expiration date on inactive accounts is reached.

If the subscriber loses his identification card, the subscriber is responsible for reporting the loss. When a lost card is reported, contact us at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it . We will contact the subscriber within 24-48 hours of notification and provide a new USERNAME and PASSWORD so that the subscriber may again have access to the personal health information Archive. We will then provide a replacement card within 2 weeks of the change.

Forgotten User ID name and password: Subscribers are notified that they are responsible for maintaining the security of their personal health information and not to forget or lose their USERNAMEs and PASSWORDs. We recognize, however, some people will lose their USERNAMEs or PASSWORDs. You the subscriber should to contact us by e-mail at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it and we will take steps to try to assist in verifying the subscribers identity. If we can be sure we can securely confirm the subscriber's identity we may be able to re-establish the subscriber to their Archive. However, if the subscriber cannot answer the security questions to verify his or her identify, MyHealthArchive will not be able to restore access to the Archive and the subscriber will need to start a new subscription, including re-entering the medical information.

Resetting Subscriber Passwords:  If there has been a breach in the privacy and security of a subscriber's password, the subscriber should notify us immediately at This e-mail address is being protected from spam bots, you need JavaScript enabled to view it  and go online to reset the USERNAME and PASSWORD themselves.  

Health Insurance Portability and Accountability Act (HIPAA) Compliance:

MyHealthArchive's web-based technology provides protected and HIPAA complaint access to health information virtually anywhere in the world a computer can connect to the Internet. MyHealthArchive is compliant with federal regulations, including HIPAA because the release of a subscriber's health information is voluntary and consensual.  In accordance with HIPAA regulations, subscribers may preauthorize specific information that may be released under emergency circumstances by  health care providers for purposes of treatment, coordination of care, patient identification, family reunification, .

Measures to protect security and privacy: All employees and contracted agents of PatientCentral Technologies, LLC  must comply with the security and privacy requirements of MyHealthArchive and HIPAA Standards.

Subscriber information is securely encrypted using our CryptoEngine. This CryptoEngine utilizes the same encryption that is used for top secret communications within the United States Government, including the Department of Defense. MyHealthArchive uses AES-256 Bit encryption, which in mathematical terms is much more powerful than the level of security of an online bank. For more information visit MyHealthArchive section, "How It Works."

In the event that a subscriber requests assistance in filling in health history information uploading forms or medical records, we use a security feature which requires the subscriber to be logged in and to authorize one of our staff to view the subscriber's records along with the subscriber. Only MyHealthArchive's administrative staff or designated MyHealthArchive Personal Assistants are authorized to enter into a subscriber's archive unless these conditions are met.

If a subscriber requests assistance with compiling information within a personal Archive, please refer the request to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it . Under no circumstances are Help Desk personnel or other unauthorized individuals allowed to discuss clinical matters with subscribers, accept USERNAMEs or PASSWORDs, or enter the private archive of a subscriber. If a subscriber requests you to assist them with their archive, please decline politely and refer them to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

Breaches in Security/Remedies: Any breaches in privacy and confidentiality of  personal demographic information,  personal financial information,  or protected health care information must be reported to the CEO of PatientCentral Technologies immediately via This e-mail address is being protected from spam bots, you need JavaScript enabled to view it , and must include full contact information so that we may speak with the person with knowledge of the breach directly.

If it is determined that an agent of PatientCentral Technologies, LLC has not complied with PatientCentral's security and privacy requirements and/or has violated HIPAA Standards, remedial action should be determined by that person's employer.

HelpDesk Decision Support:

The HelpDesk is intended to provide a measure of support for MyHealthArchive subscribers that prefer to speak to a person when they have a questions, concerns or comments. We do not expect that the HelpDesk staff will be able to answer questions beyond the general information provided on the website and anticipate the primary questions that will be asked will be related to website navigation or general information regarding subscriptions to MyHealthArchive or information that can be found in the FAQ section of the website.

HelpDesk staff are not authorized to have access into the non-public or personal side of a subscriber's website. If a subscriber requests to provide access to you, please decline and refer the subscriber to   This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or our toll-free line at 1-888-788-8873.

Please advise the subscriber that we will make every attempt to respond to the subscriber's concerns within 24-48 hours of the request.

The following are circumstances where you should refer the subscriber to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or our toll-free line at 1-888-788-8873.

•v     Compliments/feedback

•v     Complaints/disputes

•v     Lost User ID card

•v     Requests for Password resets

•v     Questions about content of a subscriber's personal Archive

•v     Website navigation problems that you cannot resolve beyond basic answers

•v     Subscription problems