Error: Please enable cookies to log in to MY CARE.

MY CARE Frequently Asked Questions

What is MY CARE?

MY CARE allows you to access your medical record via a website or mobile phone app. MY CARE will improve patient experience by giving you greater control over your healthcare by providing you with online access to particular aspects of your health record;

  • Summaries of previous appointments
  • View upcoming appointments
  • View certain test results
  • View RD&E prescribed medications
  • View allergies and medical history
  • View and complete some relevant questionnaires
  • Maternity Centre
  • Planning Ahead

MY CARE is an exciting new system being introduced at the Royal Devon & Exeter NHS Foundation Trust. We may change what it can do and how it will work in the future, depending on patient experience and improved technology.

Return to Top

Is MY CARE free to use?

If you are using a mobile or tablet, you can download the App from the App Store (for Apple devices) or Google Play (for Android devices). Search ‘MyChart’ and download the app. You will need to read and accept the Terms and Conditions. Once you’ve launched the App, select ‘RDE MYCARE’ from the list of options.

Return to Top

How do I sign up?

Patients who wish to participate will be issued a MY CARE activation code during their clinic/practice visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your GP to get one or ask to sign up during your next visit.

If you are using a computer, you can access MY CARE via the Royal Devon & Exeter NHS Foundation Trusts website www.rdehospital.nhs.uk and click ‘Access MY CARE here’.

In order to request a MY CARE account you will need to provide the following information;

  • Name
  • Summaries of previous appointments
  • Address
  • Date of Birth
  • NHS Number
  • Email Address
  • Contact Number

A request will then be sent to the MY CARE Helpdesk Team. Once your request has been approved you will receive an email confirming receipt of your request. You can expect to receive this within 5 working days.

If you have an After Visit Summary Letter from the RD&E you can also follow the link provided at the bottom. When registering you will need your activation code, last 4 digits of your NHS number and your D.O.B.

Your activation code can be found on your After Visit Summary letter, in an email or a text sent by the Clinical Team.

Or alternatively, when you next come in for an appointment, a member of staff can activate your MY CARE account.

Return to Top

What do I need to use MY CARE?

All you need is a device connected to the internet and an up to date version of an internet browser, i.e. Chrome, Firefox or Edge. You can also download the App onto your mobile phone or tablet from either the App store (for Apple devices) or Google Play (for Android devices).

Return to Top

Can I update my contact details on MY CARE?

No. However if you would like to make changes to this information, please contact the MY CARE Helpdesk on 01392 404664 or mention it at your next attendance at the hospital.

Return to Top

If some of my health information is incorrect, what should I do?

MY CARE information is sourced directly from your electronic patient record, therefore if any information is incorrect, please ask a member of your Clinical Team to correct it at your next visit.

Return to Top

When can I see my test results in MY CARE?

Not all results will be released to MY CARE. Results that require discussion with your Clinical Team will not be released to MY CARE without that preliminary discussion to avoid causing any confusion to patients.

Return to Top

How do I send a message or question to the Clinical Team?

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

MY CARE allows you to send messages to your Clinical Team, each department manages this independently and therefore response times may vary. Please only message your Clinical Team if you have a non-urgent medical question or issues regarding an upcoming appointment.

You can also contact the MY CARE Helpdesk by selecting ‘Contact Us’ on the Messages Dashboard.

Return to Top

Can I view a family member’s health record via MY CARE?

You will only have access to your own 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 MY CARE account via your MY CARE login. Without proxy access, you are only able to view your own health record.

Return to Top

Proxy Access for Children

There are different levels of Parental/Guardian Access to a child’s MY CARE account:

  • 0-11 years
  • 12-15 years

On their 12th birthday, a child can have their own MY CARE account. Their Parent/Guardian will have proxy access until the child turns 16.

For more information please contact the MY CARE Helpdesk on 01392 404664.

Return to Top

What is Proxy access?

Proxy access enables a parent, family member or carer etc. to act on behalf of the patient. 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 chose to, there is no maximum number.

Levels of Proxy Access

There are three levels of proxy access that a patient can give:

  • Read Only
  • Read Only, Messaging and Cancelling
  • Full Access
Return to Top

Can my spouse/partner and I share one MY CARE account?

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

Return to Top

Can I upload pictures and videos to MY CARE?

Yes, you can upload files and these will be stored in your electronic patient record along with any appropriate photographs or videos taken at the RD&E. These form part of the health record so would not be used for anything else unless you have given permission for a specific use by signing a consent form.

Return to Top

I’ve forgotten my username/password, what should I do?

Click the links below the login (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 email the MY CARE Helpdesk on rde-tr.mycarehelp@nhs.net or call 01392 404664, Monday – Friday 09:00 – 17:00.

Return to Top

Lost/expired activation code, what should I do?

If your activation code has expired (valid for 15 days) or you have lost your activation code, please contact the MY CARE Helpdesk on 01392 404664 or email rde-tr.mycarehelp@nhs.net Monday – Friday 09:00 – 17:00.

Return to Top

How is MY CARE secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through the use of personal usernames and passwords and two factor authentication (required every time you sign in). The patient portal 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.

The patient portal is fully compliant with UK laws related to your privacy.

We aim to protect the privacy and security of your information at all times. While logged into MY CARE, if your device is dormant/idle for 20 minutes or more, you will automatically be logged out

Return to Top

What is your Privacy Policy?

Our Privacy Policy can be found here.

Return to Top

How do I delete my MY CARE account?

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. You can reinstate your MY CARE account by contacting the Helpdesk on 01392 404664.

Return to Top

Who can I contact if I have further questions?

For any MY CARE RD&E queries, please email our Helpdesk on rde-tr.mycarehelp@nhs.net or call 01392 404664 between 09:00 – 17:00.

If you have a clinical question, please contact a member of your clinical team or your GP or for urgent medical advice call 111 and in an emergency call 999.

Return to Top