Electronic Communication With Your Healthcare Team

This information explains how to communicate electronically with your healthcare team at Memorial Sloan Kettering (MSK).

Types of Electronic Communication

MSK has several ways for you to communicate electronically with your healthcare team.


MyMSK (my.mskcc.org) is your secure, personalized patient portal. When you log into MyMSK, you can use it to view test results, appointment dates and times, and  communicate with your healthcare provider’s office. MyMSK is also known as the “patient portal.”

We recommend that you communicate with your healthcare team through MyMSK rather than through your personal email account. MyMSK protects your private information by sending information securely. Portal messages are reviewed by a member of your healthcare team each business day (Monday through Friday).

To enroll in MyMSK, please contact your healthcare provider’s office or the MyMSK Help Desk at my.mskcc.org or call 646-227-2593. Also, please ask for our MyMSK brochure at your next office visit. It has all the information you need to use MyMSK.


You may also communicate with your healthcare team through your personal email account.  When using personal email, you should use caution to protect your safety and privacy. One way to protect your privacy is to make sure that you are sending the email to the right person. Always check the email address before you send.

When you send an email, include the following information in the subject line of your message: your full name, date of birth, and the purpose of your message. For example, your subject line could read: “John Smith, 4/27/76, lab results.”

The response to your email will be a secure document. You will receive a link in your email. You will need to click on the link or copy and paste the link into your internet browser to read the message.

All MSK email addresses are private. Do not share your healthcare provider’s MSK email addresses with others without approval from your healthcare team. 

If you send an email message to your healthcare provider, only that person can open your email. If they are not in the office on the day the message is sent, the message may not be read until they return to the office.

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When You Should Use Electronic Communication

Electronic communication can be a safe and reliable way to communicate with your healthcare team. However, there are times when electronic communication is not recommended. Here are some general guidelines to follow when deciding between using electronic communication or calling your healthcare provider’s office directly.

Use electronic communication:
  • To request routine medication refills
  • For scheduling requests or changes
  • With questions about nutrition
  • With general questions about your treatment plan
  • With questions about your test results
  • To send disability insurance forms
  • To send photographs
  • To request general information
Call your healthcare provider’s office:
  • To report symptoms or urgent matters
  • For matters requiring a same day response
  • To tell your nurse about complicated issues
  • To tell your nurse about highly private matters


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Things to Consider

  • Your healthcare provider may need to share your communication with other staff in order to help answer your question which may delay their response. They may consult with:
    • Your doctor(s)
    • A nurse
    • A dietitian
    • A pharmacist
    • Office staff
  • Electronic communication with your healthcare team becomes an official part of your medical record.
  • Electronic messages will only be reviewed on business days.
  • If you do not get a response to your message within 2 business days, call your healthcare provider’s office.
  • If you send a message that your healthcare team thinks should not be answered over email or MyMSK, they may call you to discuss the matter further.
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