What is the Client and Family Portal?
The Grandview Kids Client and Family Portal (Portal) is a free, secure website available through AlayaCare. Grandview Kids uses it to keep health records. The Portal gives you access to your or your child’s health information at Grandview Kids, which includes some clinical documents and reports. Purchased Services clients may be asked to submit a Portal Request form to pay for their services.
A Portal account is voluntary and will not affect the care you receive. If you access Purchased Services at Grandview Kids, we will ask you to submit the Portal Request form to allow for invoice sharing and payment.
To learn more about the Portal, including eligibility criteria, the benefits of having an account and how to create one, please read this entire webpage.
How to register for a Portal account
To get a Portal account, eligible clients and families must complete the Portal Request Form. This ensures that only those with permission can access a client’s health record.
Once you complete the form, your request is sent to Grandview Kids. If your request is approved, you will receive an email from AlayaCare confirming that your account has been activated. This will take four to six weeks. You must then complete the instructions in the activation email to create your account.
If you have questions after reviewing the form, please email ClientFamilyPortalSupport@grandviewkids.ca.
Need access to your personal health information sooner?
If you need access to your personal health information soon, please follow our Release of Information process.
Eligibility criteria
Portal eligibility criteria
The Portal offers a free, secure and convenient way to access select clinical resources from Grandview Kids. With a Portal account, families can log in anytime to:
- Pay for Purchased Services and access their receipts.
- View some of their or their child’s health records online in one secure place.
- Access some clinical reports and letters soon after we finish them, so you don’t have to wait for them through email or physical mail.
You may be eligible for a Portal account if you are:
- An active Grandview Kids client age 16 or older*
- A Grandview Kids client’s parent or legal guardian (if both parents have legal decision-making rights, each may request access)
*If the client is under 16 years of age, a parent or legal guardian can request access to the Portal.
There are limitations on who may access a client’s Portal account and how many individuals may access it. The limitations are:
- Discharged clients cannot request a Portal account. Discharged clients can request access to their health records through the Release of Information process.
- Only two Portal user accounts are allowed per client.
- Access is limited and is not provided to organizations such as children’s aid societies, school boards and other similar organizations currently.
Risks and limits
While the Portal allows quick access to some clinical documents there are risks associated with using the Portal. The Portal also has limits to what it can show you.
Risks of using the Portal
Accessing your personal health information online carries inherent risks to your privacy. While the Portal is secure, you are responsible for protecting your information when you use it:
- You must not access the Portal using public Wi-Fi.
- You must only access the Portal on a private network (such as your home Wi-Fi) and in a private place (such as your home) to protect your information.
- You are responsible for keeping the information you view, download, print or share private.
- Grandview Kids may remove Portal access at any time. Privacy concerns, unauthorized use or legal access rights inform this decision.
Limits of the Portal
- Information shared through the Portal is not a substitute for medical care. You must always seek the advice of a physician or other qualified health care provider regarding questions you may have about information you receive from the Portal. Never disregard professional medical advice or delay seeking it because of something you have read on the Portal.
- The Portal does not show the client’s full health record. It shows only certain records (e.g., assessments, re-assessments, diagnostic letters and discharge letters) from the date we set up your account.
- Remember: You can still request your full record at any time through our“release of information” process.
Frequently Asked Questions
What are the benefits of a Portal account?
The Portal offers a free, secure and convenient way to access select clinical resources from Grandview Kids. With a Portal account, families can log in anytime to:
- Pay for Purchased Services and access their receipts.
- View some of their or their child’s health records online in one secure place.
- Access some clinical documents, including assessments, re-assessments, diagnostic letters and discharge letters soon after we finish them. This means you don’t have to wait for them through email or physical mail.
How does Grandview Kids collect, use and share personal health information?
Grandview Kids collects, uses and shares client health information, which is necessary to provide our care and services. The Personal Health Information Protection Act mandates this.
Information we share through the Portal may include reports, letters and other documents.
For more information about Grandview Kids’ commitment to your privacy, visit our website.
What information will I find in the Portal?
A selection of documents created by Grandview Kids clinicians will be available in the Portal. These documents include assessment reports (initial, reassessment and discharge), recommendation letters, diagnostic reports and relevant clinical handouts (such as those available on the “Resources for Parents and Caregivers” page).
Remember: The Portal does not contain a client’s complete health record. Only documents created after your Portal account is created will be available. If you need help accessing documents not available in the Portal, please follow the Release of Information process.
Is creating a Portal account the only way to access my personal health information?
No. You do not need a Portal account to access your personal health information.
You can always request access to your personal health information through our existing Release of Information process. The existing Release of Information process will not go away.
How many users can access the Portal for one client?
Each client may have up to two Portal user accounts. If both parents or caregivers of a Grandview Kids client have legal decision-making rights, each may be authorized to create a Portal account.
Can I edit documents in the Portal?
No. Documents accessed within the Portal are final. If you believe information in a document needs correction, please follow the Request for Correction process found on our Privacy page.
Where can I access the Portal?
Click here to access the Portal. When we created your Portal account, we also sent you a confirmation email. That email also includes a confirmation link taking you to the Portal.
Can I access the Portal after I have been discharged from Grandview Kids?
If you created a Portal account before you are discharged, your access will remain active for 30 days. After 30 days, your access will be removed. Please ensure you download or print the information you wish to retain.
Discharged clients who do not already have Portal access cannot create a Portal account. Discharged clients can request access to their health records through the Release of Information process.
Is the Portal secure?
Yes. The Portal is a secure website available through AlayaCare. AlayaCare is a secure digital software platform. The Portal uses secure login procedures and multi-factor authentication to keep your information safe.
It is important to remember that Portal users are responsible for protecting their information.
Portal users must:
- Keep their login credentials confidential.
- Not share their Portal password.
- Use a secure and private network to access the Portal.
- Use a personal device in a private space (like at home) to access the Portal.
- Log out after each session.
Grandview Kids is committed to protecting your privacy. All personal health information is treated with the same level of confidentiality as your client record at Grandview Kids. If you have questions about the Portal’s privacy, email ClientFamilyPortal@grandviewkids.ca.
What happens if my request for a Portal account is rejected?
Grandview Kids will follow up with users whose accounts are rejected with the next steps.
I requested a Portal account more than four weeks ago, but my account has not been activated yet. What do I do?
Once your Portal account is activated by Grandview Kids, you will receive an email from “no-reply@alayamail.com” with your login credentials. It will include your username (your unique email address). Click the link in the email to go to the Portal login page.
If you do not see an email in your inbox, please check your spam or junk folders.
If the email is not in your spam or junk folders, we may need more time to activate your account. We aim to approve Portal account requests within four weeks, though it sometimes takes up to six, depending on how many requests we have.
If you have questions about the status of your Portal account, email us at ClientFamilyPortalSupport@grandviewkids.ca.
How do I use the Portal?
Please visit our Getting started with the Client and Family Portal webpage to learn how to use the Portal and find the information you need.
Need help?
If you have a question about the Portal or your Portal account, email ClientFamilyPortal@grandviewkids.ca.
If you need help navigating the Portal, visit our Getting started with the Client and Family Portal webpage.
