Secure E-mail to and from Packard Children’s Health Care Providers

Some Lucile Packard Children's Hospital health care providers and clinics may communicate with you via e-mail.  E-mails sent from a Packard Children’s health care provider that contain Protected Health Information (PHI) like patient name, date of birth, status or update on the patient’s health, etc., are sent through secure e-mail.

• If you are a patient or legal guardian of a patient and would like to receive e-mail communications from your Packard Children’s health care team (if available), you can indicate your preference by signing a form that is available at our clinics or in the hospital.
  
  
• If you are a health care provider whose patient also comes to Packard Children’s, no paperwork is necessary.

Secure e-mail recipients can then read the secure e-mail instruction document (PDF) to learn how to:

• Complete a short, one-time registration process 
• Receive, read and reply to a secure e-mail message from someone at Packard Children’s

Please note that not all of our providers and clinics use e-mail to communicate with our patients, families and referring health care providers.  Some still may prefer to speak with you over the phone.
 
If you are looking to make an appointment at Packard Children’s or have a question about your child’s health, please use our Contact Us form.
 
 

Frequently Asked Questions (FAQs)

Why is Lucile Packard Children’s Hospital sending me a Secure Message?
Protecting customer privacy and data is a priority at LPCH. We use the Secure Email Service to give our customers and business partners a safe, quick, and secure way to email us personal data, such as account numbers and balance information. 
 
What is a Secure Email?
The Secure Email Service uses e-mail encryption to safely transmit the e-mail's content across the Internet. E-mail encryption is similar to a letter being placed into an envelope and sealed. We scramble the information inside the e-mail (including attachments) and send it. The recipient has a software encryption key (their password) that allows them to open (unseal) the message. 
 
Do I need any special software to view secure email sent by LPCH?
No. The Secure Email Service uses a combination of e-mail and html. So if you have e-mail of any kind and are able to access the Internet, you have everything you need to use the Secure Email Service. 
 
Do I need a Username and Password to open secure messages?
Yes. Your username is your e-mail address, and was created when you enrolled. A message sent to your e-mail address will automatically supply your username, and then you will need to enter your password to open the message. 
 
What if I forget or want to change my password?
Use the Forgot Password? link when you attempt to open the secure message. The process will require you to answer the Password Challenge Question you specified when you enrolled in the Secure Email Service. If you continue to have problems, please contact the Customer Support number, 1-866-412-6113. 
 
Can I reply securely to an e-mail from LPCH ?
Yes. Simply select the 'Reply' button in the message, and your response will be encrypted. Please note that you cannot forward these email messages to others outside of the LPCH  email system. 
 
Can I send/receive attachments through the Secure Email Service?
Yes. The body of the email and all attachments are encrypted.  (NOTE: The subject line of the email is NOT encrypted!) 
 
What is the largest attachment I can send through the Secure Email Service?
10 MB is the size limit for attachments. 
 
What kind of e-mail encryption is used in Secure Email Service emails?
128 bit triple DES encryption. 
 
Will I be able to save an attachment to my computer?
Yes. You may open attachments and save them to your computer's hard drive. Those documents will not require a password to open. However, the e-mail will always remain encrypted and require you to enter your password each time you open it. 
 
Are there any precautions I should take in sending encrypted e-mails?
Yes. DO NOT include confidential data in the subject line. The subject line is never encrypted. Include sensitive information in the body of your email.