More information and FAQs (MyCare) (2024)

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

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 ‘’.

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.

More information and FAQs (MyCare) (2024)


Why is it a good idea to provide your doctor with as much information as possible? ›

“Sometimes patients are fearful that the doctor isn't interested or that it isn't relevant.” But providing detailed information helps a doctor get the full picture of your overall well-being and assess lifestyle factors that might contribute to your health.

How do you collect patient information what questions would you ask? ›

Some of the most common questions are:
  1. What brings you in today?
  2. What are your symptoms?
  3. When did your symptoms start?
  4. Have your symptoms gotten better or worse?
  5. Do you have a family history of this?
  6. Have you had any procedures or major illnesses in the past 12 months?

What is the zesty patient portal? ›

Integrated into most leading EPR platforms, our portal allows patients to view and manage their appointments, access appointment/clinical letters, record consent preferences, and complete patient questionnaires - all leading to enhanced patient engagement.

Why is access to information important in healthcare? ›

Providing patients with access to their health information is necessary in delivering high quality care and to ensure patients get efficient care where and when they need it.

How to tell if your doctor doesn't like you? ›

Signs You Need to Change Your Doctor
  • You feel like your doctor doesn't listen to you.
  • They interrupt you while you're explaining your situation.
  • They don't contact you with important information in a timely manner.
  • They don't make eye contact with you during the appointment.
Jan 3, 2019

Is it possible to have too much information on a client? ›

Information overload is real, and it might be paralyzing and overwhelming your clients. Sometimes you have to give less, so they can absorb more of the critical lessons you're sharing.

What are six simple questions for a practice patient survey? ›

What should a patient satisfaction survey include?
  • How were your interactions with the doctor and office staff? ...
  • How was the wait time? ...
  • Did you get enough time with the doctor? ...
  • How easy was it to schedule an appointment? ...
  • What else do you want us to know? ...
  • How do you improve your practice and the patient experience?

What are five examples of questions to ask to learn about a patient's needs? ›

5 Critical Questions to Ask Every Patient
  • What Are Your Medical and Surgical Histories? ...
  • What Prescription and Non-Prescription Medications Do You Take? ...
  • What Allergies Do You Have? ...
  • What is Your Smoking, Alcohol, and Illicit Drug Use History? ...
  • Have You Served in the Armed Forces? ...
  • Choosing an EHR Software.
Jun 13, 2015

Why does the doctor ask so many questions? ›

So, why do we ask these questions? To treat you, we need to know all about you, including your physical and mental health. The questions may be uncomfortable and personal because we want to help you and give you a safe environment.

What is a patient portal list 5 things a patient can do on the portal? ›

Patient portals can help you access medical records, set up appointments, communicate with your health care professional, and pay medical bills. Some portals are created exclusively for a hospital or clinic, but there are companies that offer solutions that multiple health care systems can use.

What do nurses do in patient portal? ›

Provide user-friendly instructions that highlight the portal's benefits. For example, the information should include why patients should view the portal, what they'll find, and how to access and download their information.

Can I access my hospital letter online? ›

View and download your hospital letters instantly on your mobile phone, tablet or computer with our new digital letter service. You will receive a text message notifying you that you have a new letter to view online. Simply log in to our secure patient portal to view and download your letter.

Is it a HIPAA violation to look at your own chart? ›

No. It is NOT a HIPAA violation to view your own medical record.

What are three examples of phi? ›

Examples of PHI:
  • Billing information from your doctor.
  • Email to your doctor's office about a medication or prescription you need.
  • Appointment scheduling note with your doctor's office.
  • An MRI scan.
  • Blood test results.
  • Phone records.

Why is it important to collect patient information? ›

The information can be used to help: understand more about disease risks and causes. improve diagnosis. develop new treatments and prevent disease.

Why is it important to provide patients with information? ›

Behaviour change – the purpose of giving information is to change behaviour and enhance concordance with treatment regimens. Educational – the purpose of giving information is to inform individuals and allow them to make choices regarding health. Client-directed – giving information focuses on a patient-led agenda.

Why is it important to keep patient information confidential? ›

Ignoring patients' rights to confidentiality would lose their trust, and might prevent people from seeking help when needed. Confidentiality preserves individual dignity, prevents information misuse, and protects autonomous decision making by the patient.

Why is it important to communicate with your doctor? ›

You can play an active role in your health care by talking with your doctor or health care provider. Clear and honest communication between you and your physician or health care team can help you both make informed choices about your health.

Why is it important for doctors to have accurate patient records? ›

Complete and accurate medical recordkeeping can help ensure that your patients get the right care at the right time. At the end of the day, that's what really matters. Good documentation is important to protect you the provider. Good documentation can help you avoid liability and keep out of fraud and abuse trouble.


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