I have forgotten my email address and cannot log in, what should I do?
You can use your NHS number and date of birth. Select Forgot email on the MyCare login screen, then add your NHS number and date of birth.
If the details are correct, the system will give you further prompts to recover your email address. You will need access to the UK mobile number that is registered on your hospital record to complete this process.
Can I change the email I use to log in to MyCare?
Yes, login to MyCare, go to My Details, in the Your Login Details section select Change next to the current email address. Confirm your password and then enter your new email address.
Does changing my email address on MyCare change the email stored on my Royal Surrey patient record?
Yes. If we plan to contact you by email we will do this using the email registered in MyCare.
Can I change my mobile phone number via MyCare?
No, unfortunately you cannot do this currently. If you need to update the mobile phone number, please refer to the contact information within your appointment letter. If this is not available, please contact the department/service you are under using this link www.royalsurrey.nhs.uk/find-a-service.
What should I do if I spot information in MyCare that is not correct, or not related to my care and treatment?
If you believe the error relates to something clinically important, then please contact the clinical service or team delivering your care.Contact information can be found on letters sent to you from the hospital, or you can find contact details for services and staff on this website.
In the unlikely event that information has been uploaded to your record in error, please inform us of this error immediately, using the contact details on that letter.
MyCare does not hold your address details; however your address will appear on any letters that you receive, these will show the address that we had for you at the date the letter was generated. If you need to amend your address, or notice a discrepancy with an address, please refer to the contact details on the letter.
If the error is not urgent, please raise this next time you are visiting the hospital so that it can be corrected.
Is my information secure?
Yes, MyCare uses the same technology that other websites use to gather sensitive information.The website security padlock symbol in the address bar tells you that information between your web browser and the server is encrypted so that other people (like hackers sitting in between your browser and the web server)cannot access or intercept what information is being sent back and forth.
You are invited to join MyCare based on the mobile phone number associated with your Royal Surrey patient record, and if that mobile number is updated in the hospital medical record, that number will update in MyCare as well.
To register, you will be sent a secure link via text message. To login, you will use your email address and you will use both a password and your mobile phone to provide two-factor authentication. If you have the NHS App you will be able to use the login details you use for this.
Will the hospital use my email address for anything else?
We take the security of your personal information very seriously and there are strict rules about how we use your data. We will register your email address on our main hospital system, if it is not already registered, and will use it to contact you regarding your MyCare patient portal account.
This contact information will be used to communicate with you regarding your health. By providing your email address, you are giving us permission to interact with you for other health related reasons, such as sending email notifications when you have messages from your clinical teams, or for receiving health assessment questionnaires.
Email notifications from the patient portal will display as coming from ‘noreply@iqhealth.com’.
These messages only inform you there is something for you to action in MyCare and it will ask you to log in to view. You will not be able to reply to these email notifications and we will never ask you to reply to this email with any personal information.
We cannot take responsibility for how your email account is accessed and who else may be able to access or intercept it.
Will I be able to see my GP record through MyCare?
No, although we are working towards integrating MyCare with the NHS App. Once available this means you would be able to view your GP record and MyCare hospital record in one place on the NHS App. We hope to make this happen in Spring 2024.
Will my clinician or GP be able to see what information is included?
MyCare displays an extract of your complete Royal Surrey electronic patient record to which your Royal Surrey clinical team will have access.
The information in MyCare is your record, you are free to share the information in the record with other healthcare professionals or with whoever you so wish.
Your GP does not have direct access to MyCare. Our communications to your GP will not change as a result of your registration on MyCare.
