FAQs

MY CARE allows you to access your medical record via a website or mobile phone app.

It gives you greater control over your healthcare, allowing you to view aspects of your health record, including;

• Past and upcoming appointments
• Letters and messages sent to you
• Certain test results
• Royal Devon prescribed medications
• Allergies and medical history
• Complete some relevant questionnaires
• Maternity Centre
• Video appointments

MY CARE is an exciting and evolving system. We are always looking at ways to improve it, based on patient experience and improving technology.

Yes, MY CARE is free to users. You can access MY CARE on a mobile device through the MyChart App which is free to download. Or, if you're using a computer via your internet browser.

All you need is a device connected to the internet and an up-to-date version of an internet browser, i.e. Chrome, Firefox, Edge, Safari etc.

Click here to access the MY CARE webpage.

To use MY CARE on a mobile device, first you need to download the MyChart app onto your mobile phone or tablet from either the App store (click here for Apple devices) or Google Play (click here for Android devices).

MyChart is the app we use to offer our MY CARE service. When you open the app you will see a list of hospitals and NHS Trusts. Select MY CARE Royal Devon to sign up.

Details on how to sign up for MY CARE and activate your account are available here.

Yes. You can update your contact details from the Personal Information page located in the Menu within MY CARE. Alternatively, you can ask for this to be updated during your next visit.

MY CARE information is sourced directly from your electronic patient record, therefore if any information is incorrect, please mention it to your clinical team at your next visit.

Your clinical care team determines which types of test results can be accessed through MY CARE, tests of a very sensitive nature are not released. If you have further questions regarding test results or you have not received a result that you are expecting, please discuss this at your next visit or contact your clinical care team.

For urgent medical advice call 111 and in an emergency call 999.

Some departments allow you to message your care team up to six months after your last appointment for non-urgent medical advice.

If you do not have the option to message a care team from the MY CARE Messages section, then please use the contact details on your most recent correspondence or speak to your GP.

We take great care to ensure your health information is kept private and secure.

MY CARE cannot be accessed without supplying a personal username and password; all users should safeguard their password and keep it private. Do not share your password with anyone.

You can ensure that your account stays secure via two-step verification. You must enter a code that is sent to you by email or text message to log in to MY CARE, in addition to using your username and password. For more information, check out our helpful video on two-step verification.

You will only have access to your own Royal Devon medical record via MY CARE. However, if a family member has granted you Proxy Access to their MY CARE account, you will be able to view their information via your MY CARE login. Without proxy access, you are only able to view your own health record.

Proxy access enables a parent, family member or carer etc. to view the patient’s MY CARE information.

The level of access a proxy has can be determined by the patient (or in some cases the clinical team).

A patient can have as many proxies assigned to their account as they choose, there is no maximum number.

There are three levels of proxy access:

• Read Only
• Read Only plus Messaging
• Full Access

In most cases children under the age of 16 are not able to have their own MY CARE account. However, a parent/guardian can be granted proxy access to the child’s MY CARE information by their clinical care team at an appointment. When the child turns 16 the parent/guardian’s proxy access will automatically be removed.

No. Each patient has their own MY CARE account as it is directly linked to your Royal Devon medical record.

Yes, you can upload files and these will be stored in your electronic patient record along with any appropriate photographs and documents created at Royal Devon.

These form part of the medical record so would not be used for any other purpose unless you have given explicit consent.

If you choose to upload a photo to your MY CARE account, please ensure your photo meets the following criteria;

• The photo is of yourself with no one else in the picture
• The photo is recent and clearly depicts your face

The photo you choose to upload to your MY CARE account will be visible to Royal Devon staff and will allow staff to identify you and improve our personal engagement with you when attending Royal Devon sites. If we identify a photo that does not meet our requirements we will remove it.

Please ensure that any documentation or photos you upload are relevant to your care. These documents will be accessible by Royal Devon staff requiring access to them.

Click the links below the login section (Forgot Password/Forgot Username) to reset your password or username.

You will be prompted to answer some security questions to verify your identity.

If you are still having trouble logging-in, please contact the MY CARE Helpdesk on:

• Email rduh.mycarehelp@nhs.net
• Call 01392 404664, Monday to Friday, 8.30am to 4.30pm

Please check that the contact details are correct and that your device has signal or is connected to the internet. If the activation has not been received, you can send a new code which will replace the old code.

If your activation code has expired (valid for 14 days) or you have lost your activation code, you can still sign for MY CARE online. Alternatively, please contact the MY CARE Helpdesk on 01392 404664 or email rduh.mycarehelp@nhs.net Monday to Friday, 8.30am to 4.30pm.

You can deactivate your MY CARE account at any time. This action will not delete any of your medical records held on the electronic patient record system.

To deactivate your MY CARE account, go to the Menu within MY CARE, if using the app select Account Settings or, if using the website select Security Settings.

You can deactivate or reinstate your MY CARE account by contacting our Helpdesk on 01392 404664. The Helpdesk is open Monday to Friday, 8.30am to 4.30pm.

From time to time there may be some system maintenance that will result in MY CARE being unavailable.

If you experience issues accessing MY CARE, please try again later.

MY CARE gives you access to a snapshot of your Royal Devon medical record, if you require a formal copy of your Royal Devon medical record you will need to submit a release of information request.

The release of records is a manual process and therefore disclosure is not made instantly. Please note that the Trust is currently receiving an unprecedented number of requests and as a result has an extensive backlog which is causing significant delays in processing requests. We are doing our best to prioritise those requests which are for urgent treatment.

For any MY CARE queries, please contact our Helpdesk on:

Email: rduh.mycarehelp@nhs.net

Telephone: 01392 404664, Monday to Friday between 8.30am and 4.30pm. Outside of these hours please use the email address above.

If you have a clinical question, please contact a member of your clinical team or your GP.

For urgent medical advice call 111 and in an emergency call 999.

You may wish to print or save a copy of the letters you have been sent for your records. Note, the printing functionality is only available via the website and not the app. Follow these steps to be able to print a copy for your records:

• Once logged into MY CARE click Menu and select Letters from the list
• Click on the letter that you would like to print
• Click the printer icon located just above the top of the letter on the right
• A window should pop up with the letter, if the letter does not open, make sure that you have pop ups enabled in your browser
• Click 'Print this page' at the top of the screen and print as usual, you may also have the option to download/save while on this