Frequently asked questions

How can we help?

Questions about the content of your medical record? Ask your healthcare provider or hospital.

Starting with mynexuzhealth

 
How can I log in on the mynexuzhealth website?

Visit the website www.mynexuzhealth.be to consult your medical data from our partner hospitals. You can log in using three different methods

itsme®

Electronic identity card reader (eID)

Code card (no Belgian national registration number)

How to register the mynexuzhealth app on my smartphone or tablet?

The 'mynexuzhealth' application allows the patient to access their medical record in a structured manner using a smartphone or tablet. Install the 'mynexuzhealth' application via the ‘Google Play Store‘ (Android) or ‘App Store‘ (Apple)

To use the 'mynexuzhealth' application, you need to register the device once. Afterward, you can always log in with a PIN code. Discover the different login methods below:

itsme®

Personal computer (PC)

SMS

Code card

Blocked / Forgotten / Change PIN code

If your account is blocked or if you need to register again, click on the buttons below for more information.

Deblock account

Register again

Safetynet foutcode 2: my smartphone or tablet is not compliant

Are you receiving the error message "your device is not compliant with this application or the company policy (code 2)"? This error code indicates that SafetyNet, a Google application that verifies the device, does not consider the device to be compliant.

The application cannot be installed because the device or operating system may be outdated. Another reason for this could be that the device no longer has the original factory settings.

Opening Questionnaires via email

Your hospital provides the option to send questionnaires digitally. These are added to 'mynexuzhealth' (your medical record), and you also receive a notification via email. This allows you to access and fill out the questionnaire.

Step 1: To respond to questionnaires via email, click on 'fill out questionnaire(s).'

Step 2: A new web page will open, where you can find a filled-in code. The code is automatically entered and should not be changed.

Step 3: Enter your date of birth as shown in the example '01/01/2000,' or click on the calendar icon. First, choose the year, then the month, and finally, the day.

Step 4: After entering the date of birth, click 'log in' to access the questionnaire(s).

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Health record

Consult record for third parties

Exercising the rights of another patient can be done in various roles:

A representative can gather information about the health condition and access the patient's medical record.

Are you responsible for making medical decisions on behalf of another patient? In this case, you can become a representative or legal guardian.

Foster parents and proxy holders for healthcare decisions also have certain rights regarding a patient and may access the medical record.

As a parent, how can I access my child's record?

As a parent, you can access the medical record of your child (under 15 years old) through a parent/child link. To prove that you have parental authority, additional documents may be required.

For a child under 15 years (parent/child link)

For a child over 15 years (representative)

Parental authority

Additional documents

 

Does my general practitioner or healthcare provider have access to my record?

Information about your privacy and who has access to your medical record can be found here.

In the 'Access' section, you can find an overview of healthcare providers who have access to your medical record (e.g., general practitioner, healthcare provider, representative, etc.).

Your general practitioner automatically has access to your record. If you do not want this, you can report it to the registration desk at your hospital or revoke access on the website www.mynexuzhealth.be. Other healthcare providers do not have automatic access to your nexuzhealth record.

If you want to grant access to an external healthcare provider, they must register through www.nexuzhealth.com/en/consult. Once the healthcare provider has access to nexuzhealth consult, they need to submit a request to access your record.

If you later wish to deny access to a healthcare provider, you can report it to the registration desk at your hospital or revoke access via www.mynexuzhealth.be.

Why can I no longer access a deceased patient's health record?

Accessing the medical record after a patient's death is often a challenging and delicate matter. On one hand, it involves privacy and the protection of personal data, while on the other hand, the patient has passed away and cannot personally object.

The Patient Rights Act provides for only indirect access to the medical record after the patient's death by a healthcare professional (e.g., doctor, nurse, pharmacist, dentist, or paramedic) designated by the requester. This means that the requester cannot personally view the record.

Article 9 of the Law of August 22, 2002, concerning patient rights, stipulates that indirect access to the record of the deceased patient can be requested by the spouse, legal cohabiting partner, partner, and blood relatives up to the second degree (e.g., sisters, grandparents, and grandchildren). Access to the record must be sufficiently motivated and is only possible if the patient did not explicitly object to it during their lifetime.

In the mynexuzhealth application, access to the patient's record is immediately closed upon the patient's death. The entitled individuals can submit a request for indirect access through the hospital's ombudsman service.

Medical reports

Reports of examinations can be saved or printed in 'mynexuzhealth.'
Click below for more information.

What should I consider when viewing my reports?

How to print or save your reports as a PDF?

Radiological images: create a code or download

With the help of 'mynexuzhealth,' it is possible to share radiological images (ultrasounds, MRIs, etc.) with external healthcare providers.

We recommend opening images on a computer for the best performance.

Open or print images

 

Appointment via video consultation

Consultations can now also be conducted remotely through a video consultation.

What do I need?

How do I initiate a video consultation?

Edit personal details

You can update your personal information to ensure it is current for your healthcare providers. If you have access to another patient's record through a parent/child link or as a representative, you can also modify their information.

Which data can I change and which can I not?

Setting up notifications.

 

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Exclusion

What is an exlusion?

A patient’s file is shared with a healthcare provider when a therapeutic relationship is established between the patient and this healthcare provider. A therapeutic relationship is a relationship between a patient and a healthcare provider in the context of which healthcare is provided, or simply put, the relationship of trust between patient and healthcare provider.

In the absence of a known therapeutic relationship in the system, healthcare providers do not, in principle, have access to the patient’s medical records. However, several other scenarios are possible where access to the file is required. Some examples to illustrate this:

  • When a healthcare provider sends a sample to the hospital laboratory, a clinical biologist or laboratory technician can consult the patient’s file;
  • Within the framework of clinical studies, medical data from health records may be consulted by a researcher;
  • A healthcare provider is called by the patient’s general practitioner with questions about a report of a treatment some months ago;
  • When a patient arrives unconscious in an emergency room and their representative cannot be reached in time, the healthcare provider will be able to consult the patient’s record in order to administer appropriate care.
  •  

In the above cases, the healthcare provider must apply the ‘break the glass principle ‘. This will also be logged in the system with the corresponding justification of the care provider (e.g. the therapeutic relationship is not yet known by the system).

A patient can choose to deny specific healthcare providers access to their file (so-called “exclusion” of a healthcare provider). As a result, a healthcare provider may, in principle, no longer access the patient file in any way whatsoever. The patient may request an exclusion regardless of whether or not a therapeutic relationship exists or has existed. This allows a patient to apply for a preventive exclusion (e.g. if an ex-partner is a healthcare provider).

In order to ensure continuity of care, a temporary override of an exclusion may be applied. Suppose that an excluded healthcare provider is the only one on duty for a specific medical discipline for which the patient requires urgent care, this healthcare provider will still be able to gain access to the health record.

There are two different types of exclusions:

  1. eHealth exclusions: via the eHealth platform, healthcare providers (with a NIHDI number) can be excluded. These are included in the nexuzhealth applications (starting at Q1 2023), but can only be managed via the eHealth platform (e.g. to stop an exclusion) which can be reached via https://www.mijngezondheid.belgie.be/.
  2. nexuzhealth exclusions: via the nexuzhealth healthcare institutions healthcare providers and staff can also be excluded. These can be accessed and managed via mynexuzhealth, but are not taken over by the eHealth platform.

In order for an exclusion to have the broadest possible effect, it is therefore advisable to register it via the eHealth platform, where non-nexus healthcare institutions can also consult these exclusions (starting at Q1 2023).

For more information, click on Exclusion.

Who can be excluded?

Via the nexuzhealth care institutions, care providers as well as support staff can be excluded. For example, an administrative employee who can no longer consult the patient’s agenda due to an exclusion.Via the eHealth platform, only healthcare providers with a NIHDI number can be excluded for the time being

For more information, click on: Exclusions.

How can I register an exclusion in mynexuzhealth?

An exclusion cannot be registered directly by the patient via mynexuzhealth. In order to register an exclusion, the patient must contact the hospital where the relevant healthcare provider or staff member is active. An application form will have to be completed.

If a healthcare provider or staff member works at several nexuzhealth healthcare institutions , the exclusion registered by one of these healthcare institutions will take effect in all nexuzhealth healthcare institutions. The patient can find the correct contact details via ‘Your healthcare facility’ in the mynexuzhealth (web) application or via the website of the hospital in question.

For more information click on: Exclusions.

What is the link between eHealth and nexuzhealth exclusions?

The federal eHealth platform is used as a so-called metahub and connects all regional hubs (such as CoZo or VZN KUL) so that healthcare providers who have a therapeutic relationship with this patient can consult the available documents about the patient (provided the patient has given their global consent). The patient can register exclusions in the eHealth platform that will result in the excluded healthcare providers no longer having access to the health record via the eHealth platform.

Nexuzhealth supplies an Electronic Health Record (EHR) to the nexuzhealth care institutions. The exclusions of healthcare providers and staff members that the patient has registered via a nexuzhealth healthcare institution has effect in all nexuzhealth healthcare institutions.

In addition, the nexuzhealth applications take over the exclusions registered in the eHealth platform (starting at Q1 2023), so that the healthcare providers who were already excluded for the health record in the eHealth platform are automatically excluded for the health record in the nexuzhealth healthcare institutions.
Conversely, the eHealth platform does not take over any exclusions from the nexuzhealth applications.If the patient wants to stop an exclusion, this requires going through the same process as for the application. In concrete terms, this means that an exclusion originally registered via the eHealth platform must be stopped via the eHealth platform. An exclusion requested via a nexuzhealth healthcare institution can be stopped via the mynexuzhealth (web) application or via the nexuzhealth healthcare institution.

For more information, click on: Exclusions

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Let us help

No answer yet?

We are happy to help you, please contact us via our service desk, for urgent questions you can also contact us by phone using the details below.

Questions about the content of your record? Ask your healthcare provider or hospital.

Our servicedesk Call +32 16 39 38 65
nexuzhealth-employee-7

We can be reached on working days between 08:00 and 17:00

Contact the following healthcare facilities directly:

MS Center MelsbroekAZ TurnhoutSint-Trudo Sint-TruidenAZ Glorieux Ronse – AZ Jan PortaelsRehabilitation Hospital Inkendaal