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Guide, Feedback, and Issue Reporting
Request Demo
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 * Patient Information
 * Solutions
   * For Providers
   * For Clinic Administration
   * For Healthcare Systems
   * What is Ocean
 * Patient Engagement Suite
   * Online Booking
   * Patient Messages
   * Patient Reminders
   * Check-In Kiosks & Tablets
   * Website Forms
   * Ocean Studies
 * Ocean Provider Network
 * Resources
   * Getting Started
   * Ocean Forms Library
 * Ecosystem
   * Network Integrations
   * EMR Integrations
 * Support
   * Support Portal
   * Submit a Ticket
 * Company
   * About Us
   * Leadership
   * Privacy & Policies
   * Cognisant Causes
   * Careers
 * News & Insights
 * Pricing
 * Contact Us

 * Patient Information
 * Solutions
   * For Providers
   * For Clinic Administration
   * For Healthcare Systems
   * What is Ocean
 * Patient Engagement Suite
   * Online Booking
   * Patient Messages
   * Patient Reminders
   * Check-In Kiosks & Tablets
   * Website Forms
   * Ocean Studies
 * Ocean Provider Network
 * Resources
   * Getting Started
   * Ocean Forms Library
 * Ecosystem
   * Network Integrations
   * EMR Integrations
 * Support
   * Support Portal
   * Submit a Ticket
 * Company
   * About Us
   * Leadership
   * Privacy & Policies
   * Cognisant Causes
   * Careers
 * News & Insights
 * Pricing
 * Contact Us


 * What is Ocean
 * Solutions
 * Ecosystem
 * Resources
 * Company

 * What is Ocean
 * Solutions
 * Ecosystem
 * Resources
 * Company


Request Demo
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A PATIENT’S GUIDE TO OCEAN

If your doctor or clinic uses Ocean and you want to learn more about how our
technology works while keeping your health information safe and secure, this
guide is for you


OCEAN HELPS MAKE CARE MORE CONVENIENT


BOOK YOUR OWN APPOINTMENTS


RECEIVE SECURE EMAILS AND SMS


COMPLETE FORMS DIGITALLY

OceanMD (formerly CognisantMD) is a software company based in Toronto, Ontario.
Our Ocean software is used across Canada by over 25,000 healthcare providers to
connect with over 10,000 patients daily. The Ocean Platform is used by numerous
Public Health organizations, the Ontario Ministry of Health, and leading
teaching hospitals.

Ocean is designed to help make healthcare better and easier for patients. With
Ocean, you can be sure your patient information is always kept private and
secure, using the most advanced technology available. For example, when you
interact with Ocean to complete a form on a tablet in the waiting room or
through a secure email, your responses are encrypted from end-to-end, then
transmitted directly into your patient record at the health care provider’s
office. This eliminates the need for your clinic to print and mail out forms and
transcribe your responses while giving you an easier way to contribute to your
own record.


HOW TO USE OCEAN


HOW TO OPEN A SECURE MESSAGE

 1. Open and read the email from your healthcare provider.
 2. If they include any personal health information or need you to complete
    forms, there will be a blue weblink in the body of the message. Clicking on
    the link will take you to an encrypted page where you can see your secure
    message and forms.
 3. To access your secure message, enter your date of birth. Depending on the
    provider, there may be additional security questions to validate your
    identity.
 4. Read over the secure message. If there are any attachments, download the
    files via the “Download” button before proceeding.
 5. Click “Next” to move on to your forms. If there are no forms, you can close
    the window.

Once your forms are complete, your responses will be automatically sent into
your patient record for the provider to review.

2-minute video




HOW TO BOOK APPOINTMENTS ONLINE

 1. Go to your healthcare provider’s online booking portal.
 2. Enter your first and last name, date of birth, and health number.
 3. Pick the provider you want to see.
 4. Pick your appointment type, answer additional questions, and complete forms
    (if applicable).
 5. Pick a date and time for the appointment.
 6. Check your email to make sure it’s spelled correctly and book your
    appointment!

You will receive a confirmation email with your appointment details. If you need
to cancel or reschedule, you can use the link provided in the confirmation
email.

2-minute video




HOW TO SUBMIT PICTURES AND DOCUMENTS

Before attempting to send pictures, files, and other personal health
information, check with your clinic to see what options they’ve made available
for you.

Do not email personal health information, including photos and documents, to
OceanMD directly. Our email address does not belong to your healthcare provider
and we are unable to assist with individual patient requests.

While the Ocean Platform allows patients to respond to a secure message and/or
send photos and documents, these features are optional and fully controlled by
your healthcare provider. If your healthcare provider is using Ocean for secure
file transfer, please follow these steps:

 1. Go to your healthcare provider’s file uploader.
 2. Enter your first and last name, date of birth, and health number.
 3. Click the checkbox labelled “I would like to include an attachment with this
    message.”
 4. Click the “Add Attachments” button to select one or more files. Hit “Finish”
    once you’re done.

Note: Ocean accepts attachments with a size limit of 10MB per file and up to
50MB total for all attachments. There is also a limitation on certain file types
(.jpg, .jpeg, .png, .tiff, .tif, .mp3, .mp4, .txt, .pdf). If you upload a file
type that is not supported or that is too large, you will receive an
inappropriate size or type error message.

2-minute video


FAQS: PRIVACY AND SECURITY

 Can OceanMD access or sell my personal health information?

No. As noted above, OceanMD is committed to keeping patient data secure using
the most stringent approaches to data security and privacy. Furthermore, since
all data is fully encrypted, OceanMD cannot access personal health information
in a readable format. In this encrypted state, data is meaningless and can not
be commoditized or sold to a third party, including the parent company of
OceanMD, WELL Health Inc.

 How can I be sure this message is from Ocean or my healthcare provider?

Depending on your healthcare provider’s settings, messages may be delivered from
their clinic email address or “no-reply@oceanmd.com.” The contents of the
message can vary from provider to provider, but for the most part they will look
the same.

As an additional security measure after you click on the link, look for a “lock”
symbol in your web address bar. This means the site is safe and there is a
private connection. These security settings can vary depending on the browser
you use so it’s always a good idea to understand how your browser identifies
safe and unsafe websites. Click here to view our privacy policy.

 How does Ocean keep patient data private and secure?

The Ocean Platform was built from the ground up to ensure patient health data is
kept private and secure, using client-side patient encryption technology. All
patient data sent to and stored within Ocean is encrypted end-to-end using the
industry-standard 256-bit AES, the same technology used for online banking. 

To further guard against any possible breach of personal health information on
our Ocean servers, patient data is encrypted using a private key, created by and
known only by health clinic administrators. Since encryption keys are kept
private and stored locally within each individual clinic, no agent outside of
the clinic can ever decrypt or read private patient information. This ensures
that even the most trusted staff and technical team members at OceanMD are
completely unable to read patient charts or any private health information. 

 Where is my personal health information being stored and who has access to
it?

OceanMD is not an electronic medical record (EMR) system and not designed to act
as a long-term repository of health information. All patient data is stored in
encrypted form only for a limited time in order to support patient care. During
that time period, only healthcare providers with a secure login and access to
the clinic’s unique encryption key can access decrypted patient health
information residing in Ocean. Once patient data has been successfully
downloaded to the patient chart in the clinic’s EMR, it is routinely deleted
from the Ocean Platform. All Ocean data, including client-side encrypted PHI, is
stored in our primary storage facility located in Montreal, with additional
copies of the data kept in a warm failover disaster recovery facility in
Toronto. 

 Why are you asking for my birth date or other personal information?

Traditional email communication comes with a lot of privacy risks – emails and
their contents can easily be forwarded without your knowledge, messages may be
sent to the wrong address, and more. To combat some of these risks, we ask you
to confirm your identity through a quick validation process to make sure you are
the correct and intended recipient. By default, we will always ask for a birth
date because it is an easy piece of information for you to remember. We then use
that birth date to check against your patient record to ensure there is a match.
Only then will you be able to see the contents of the message.

In some cases, your health care provider might ask for more information as an
additional security measure. This can include your health number, your patient
record number, or a pre-determined access word that you and your provider agreed
upon. Ocean does not collect or save your PHI for validation checks. 

View Privacy Policy


FAQS: GENERAL AND TECHNICAL

 Why did I receive an email from Ocean?

If your healthcare provider wants to use Ocean to communicate with you, they
will need to collect your email address and obtain email consent before sending
any messages. If you provide email consent, you may receive an email from Ocean
at OceanMD on behalf of your healthcare provider for the following reasons: 

 1. To confirm and remind you of an upcoming appointment 
 2. To ask you to complete forms before or after an appointment 
 3. To share test results or other information regarding your health 
 4. To provide information about a secure electronic referral for specialist
    services 

 If you no longer want to receive these types of emails, please contact your
healthcare provider directly as they manage their own email consent. 

 I can’t open my secure message. What’s wrong?

If you can’t pass the validation question(s) set by your doctor, there is a
chance they have the wrong information in your file. In these instances, please
contact them directly to update your information and request a new secure
message as any previous secure messages will remain inaccessible. 

 I have a question about my health. If I email you, will my doctor see the
message?

If you are a patient, please do not send personal health information directly to
OceanMD. Our email address does not belong to your healthcare provider and due
to privacy restrictions designed to protect you, we are unable to help with any
requests. 

 Why can’t I respond to my doctor’s message?

The Ocean Platform allows patients to respond to a secure message and/or send
photos and documents, but these features are optional and fully controlled by
your healthcare provider to meet the needs of their workflows. It is always best
to check with your clinic to see what options are available to you.

 I need to re-access my information/I deleted my email. Can you send me
another link?

These messages are sent by your healthcare provider (we’re just the platform
that helps makes it happen) so we recommend reaching out to the clinic directly
for help. Due to privacy restrictions designed to protect patient health
information, we are unable to assist with individual patient requests like
resending secure messages or reminders for appointment confirmations.

 How do I unsubscribe from these messages?

Email consent is managed by your health care provider’s office. Generally, each
clinic has their own clinic policy regarding email use. If you have any
questions or no longer want to receive information regarding your health over
email, please contact the health care provider’s office directly.  

If you no longer want to receive appointment reminders via text, respond with
“END.” 

If you wish to opt back in, respond with “START” in the same message thread you
originally opted out of. If you deleted the thread or have a new phone number,
text “START” to 647-905-9789.  

 I can’t make my appointment. Can I cancel it through Ocean?

If you booked your appointment online using Ocean, you may be able to cancel
your appointment through the confirmation email. Please keep in mind that your
healthcare provider sets their own cancellation policies. When in doubt, it’s
always best to reach out to the clinic directly. 

If your appointment was booked by the clinic, you will need to contact them
directly to cancel your appointment. 

As a reminder, we do not offer any medical services and your appointments are
not booked with us; we are just the technology platform that your healthcare
provider uses to communicate with you. 

 I’m having trouble booking my appointment online. What’s wrong?

It may be helpful to know that Ocean’s online booking system requires a perfect
match between the name, birth date, and health card number in order to proceed
with a booking. If there is a discrepancy between the information in your health
record and what you enter on the booking form, you will be prevented from
continuing with a booking. We recommend double-checking spelling and your health
card number when attempting to book. 

If you are still unable to book online, please ask your healthcare provider to
review the information that they have on file for you. 

Solutions

For Healthcare Providers

For Clinical Administration

For Healthcare Systems

Ecosystem

EMR Integrations

Network Integrations

Latest Updates

Resources

Getting Started Guide

Ocean Forms Library

Case Studies

Company

About OceanMD

Leadership

Careers

Contact Us

3080 Yonge Street, Suite 4040
Toronto, ON M4N 3N1

1-(888)-864-8655

info@oceanmd.com



Solutions

For Healthcare Providers

For Clinical Administration

For Healthcare Systems

Ecosystem

EMR Integrations

Network Integrations

Latest Updates

Resources

Getting Started Guide

Ocean Forms Library

Case Studies

Company

About OceanMD

Leadership

Careers

Contact Us

3080 Yonge Street, Suite 4040
Toronto, ON M4N 3N1

1-(888)-864-8655

info@oceanmd.com





© Copyright 2023 by OceanMD

Solutions

FOR HEALTHCARE PROVIDERS

Proven digital tools and workflows purpose-built for clinicians, by clinicians

FOR CLINIC ADMINISTRATION

Simplify the end-to-end experience and help ease the burden for staff and
patients

FOR HEALTHCARE SYSTEMS

Bring digital innovations to life for large organizations and diverse
populations

The Ocean Platform

PATIENT ENGAGEMENT SUITE

Connect your community with easy-to-use tools

OCEAN PROVIDER NETWORK

Co-ordinate care among clinicians and systems

Online Booking

Patient Messages

Patient Reminders

Kiosks & Tablets

Website Forms

Ocean Studies

eReferrals

eConsults

eOrdering

eSubmissions

Healthmap

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Resources

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Getting Started

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If you are an Ocean user, please visit our comprehensive Support Portal for
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ABOUT US

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