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MY CARE the Patient Portal TERMS AND CONDITIONS OF USE Medical Information

The health care information provided by Royal Devon & Exeter NHS Foundation Trust (the RD&E) via the MY CARE Patient Portal (Patient Portal) should not be used as a replacement for medical attention. You are advised to seek advice from your GP or other NHS services if you are suffering from urgent medical issues.

The Patient Portal provides you (and any proxies) with access to key elements of your medical record. Information on the Patient Portal is provided for use to support your relationship with current or future health care professionals. The information is provided to you in good faith and as it is recorded in your medical record held by the RD&E. Reliance on the material in the Patient Portal is at your own risk.

Appropriate Use of the MY CARE Patient Portal

Access to use the Patient Portal is granted to patients for the purposes of allowing them to view their medical record and facilitating their care and treatment.

Proxy access enables a parent, family member, or carer etc. to act on behalf of the patient when using the Patient Portal (see below for more details).

Inappropriate use of the system may result in the suspension or termination of access. Improper activities include, but are not limited to; the use of inappropriate or abusive language, reserving appointment times that are not needed or are frequently cancelled, excessive messaging/inappropriate messaging to clinical teams and other activities that are deemed to cause a disruption to clinical operations.

Access to use the Patient Portal remains at the sole discretion of the RD&E.

The Patient Portal is designed to be secure from unauthorised access, but the RD&E cannot be held responsible for:

  • Absolute security of all electronic communication transmissions between patient and hospital;
  • Unauthorised disclosure resulting from a user not logging out of an active session. You are advised to log out of the record as soon as you have finished with it.
  • Unauthorised disclosure resulting from a lost or stolen Patient Portal user ID and password;
  • Unauthorised disclosure resulting from information printed independently by the user from the Patient Portal;
  • Unauthorised disclosure resulting from personal computer settings or installed software products that may compromise information security;
  • Similar events outside the control of the RD&E.

The electronic record remains the property of the RD&E. For any concerns regarding discrepancies with the content or medical information listed in your record please contact your clinical team. The RD&E places considerable emphasis on the privacy of patient information and complies with all relevant Data Protection legislation. For further information on how your data may be used please see the RD&E Patient Privacy Notice . If you wish to have a full copy of your medical records, please contact the RD&E Information Governance Office directly, more information can be found on the Information Governance page on the RD&E website.

Account details and an audit log of all actions performed in the Patient Portal are stored (for both Patient and Proxy accounts) for monitoring and security purposes.

Uploading of information onto MY CARE the Patient Portal

Profile Photos

Patients are able to upload their own profile photos for their Patient Portal accounts. If you choose to upload a photo to your Patient Portal 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 Patient Portal account will be visible to RD&E staff and will allow staff to identify you and improve our personal engagement with you when attending RD&E sites.

    If we identify a photo that does not meet our requirements we will remove it.


    Patients are able to upload documents/photos to their Patient Portal accounts. Please ensure any documentation/photo that is uploaded is relevant to your care. These documents will be accessible by RD&E staff requiring access to them.

    Proxy Access

    Please be aware you can have a single Patient Portal account for access as both a Patient (your own medical records) and a Proxy (for someone else’s medical record).

    For those that do not have a Patient Portal account (as a Patient) we will require the following information to sign you up as a Proxy;

    • Name
    • Address
    • DOB
    • Legal Sex
    • Email
    • Mobile Number
    • Home Number
    • NHS
    • This information will be stored in a Proxy Patient Portal account, which can only be accessed by RD&E staff and the proxy, the patient is unable to see this level of detail.

      When a proxy account (who is not a patient) is deactivated we will remove the address, legal sex and contact details. The Name, NHS Number and DOB are essential information and must be kept for audit purposes.

      Your personal details are treated as securely as health information and will never be used for advertising or passed on to any external organisations.

      Proxy Access Disclaimer

      Proxy access enables a parent, family member, or carer etc. to act on behalf of the patient when using the Patient Portal. The level of access a proxy has can be determined by the patient (or in some cases the Clinical Team).

      N.B. Anyone over the age of 12 can hold their own Patient Portal account. Children under the age of 12 are unable to have an account; however access is available via Parental/Guardian Proxy.

      There are three levels of proxy access;

      • Read Only
      • Read Only, messaging and cancelling of appointments
      • Full Access
      • It is the patient’s responsibility to add proxies and review the level of access given. If at any point a proxy needs to be removed from a patients Patient Portal account, the patient can revoke a proxy user’s access. Access can be removed by logging into your account or contacting the MY CARE Helpdesk (either through the Patient Portal or by calling 01392 404664).

        When assigning proxies, be aware that your proxy will be able to view sensitive information and depending on the proxy access assigned, message clinical teams or cancel appointments. Therefore it is important that patients consider carefully who they are giving proxy access to and which level of access.

        If you are a proxy for an account and no longer require this access/should not have access, it is your responsibility to revoke that access.

        The patient has sole responsibility for the addition of proxies and confirming the level of access that each proxy is assigned. As a result, the RD&E can take no responsibility for the access to patient information provided via proxy access process.

        For further information please contact our Helpdesk on 01392 404664 or email


        You may choose to use other services provided by third parties in conjunction with your use of the Patient Portal. Such services may include, but are not limited to, translation services, location services, and other third-party offerings. Any links to such services are provided for your convenience only. Neither the RD&E nor the Patient Portal system supplier have control over the contents of these services, and cannot accept any responsibility for them or for any loss or damage that may arise from your use of them. Such services may require you to submit your information to a third party, which may result in a copy of your information being used and/or stored by a third party. If you decide to access any such services in conjunction with your use of the Patient Portal, you do so entirely at your own risk and subject to the terms and conditions of use for such services.