Support & FAQs

The MyCare  patient leaflet provides a helpful guide with everything you need to know

MyCare Patient Information Leaflet (PDF)

Frequently Asked Questions

MyCare is designed to give you secure access to your hospital information and help you manage your care online.

What is MyCare?

MyCare is a secure online portal provided by St George’s, Epsom and St Helier Hospitals.

It allows you to:

• View information from your hospital record

• Check appointment details

• Receive hospital test results

You can access MyCare on your computer, tablet or smartphone.

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Who can use MyCare?

MyCare is available to patients aged 16 and over receiving care at St George’s, Epsom and St Helier Hospitals.

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Registering for MyCare

How do I register?

You can register once your first hospital appointment has been scheduled.

If we have your mobile number, you will receive a text message with a registration link.

You can also register using the details included in your appointment letter.

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What do I need to register?

You will need:

• A working email address

• Your date of birth

• A mobile phone number

You will create your own username and password during registration.

For security reasons, we recommend you do not use a shared email address or mobile number.

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I’ve received a text message – what do I do?

1. Open the text message.

2. Select the registration link.

3. Enter your details.

4. Enter the 5-digit security code sent to you.

If you do not receive a code, select “I did not receive a code” to request another.

You will then be asked to confirm your consent.

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Can I opt out of text messages?

Yes. You can stop text messages using the link in the message or by updating your settings once logged in.

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Can someone register on my behalf?

Not at present. This may be available in the future.

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Can I register without visiting hospital?

Yes. You can complete registration online as soon as you receive your text invitation.

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I haven’t received my registration text message

It can take up to 7 days after your appointment is booked.

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Can I go paper-free?

Not yet. Paper-free options will be available in the future.

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Logging in

How do I access MyCare?

You can log in via:

• The MyCare page on the St George’s website

• The MyCare page on the Epsom and St Helier website

• The link in your registration text message

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Can I use my NHS App login?

Yes. If you have an NHS login, you can use it to access MyCare.

If you log in using NHS login:

• Identity verification is managed by NHS Digital

• NHS Digital acts as the data controller for identity verification information

For more information, see the NHS Digital Privacy Notice.

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I’ve forgotten my email address

Select “Forgot email” on the login page.

Enter your NHS number and date of birth.

If the details match, your registered email will be displayed.

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I need to reset my email

Select “Reset your email address” on the login page.

You will receive a security code by text message to complete the update.

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Does changing my email update my hospital record?

No.

Updating your email in MyCare only changes the login email.

To update your hospital record, contact your GP practice and the hospital.

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I’ve changed my email address

You must update it in two places:

1. Notifications settings

2. Account settings

Both can be accessed via the settings icon on the homepage.

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Using MyCare

I don’t understand my results

Results are written by clinicians and may include medical terms.

If you are unsure about anything, please discuss it at your next appointment.

You can also visit:
https://labtestsonline.org.uk/

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What appointment information can I see?

You can view:

• Appointment location

• Appointment status

• Specialty

• Date and time

You will also see if you have unread letters.

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Can I cancel or change appointments?

You can log in at any time.

Online cancellation and rescheduling options are being introduced gradually.

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What do I need to use MyCare?

Supported web browsers:

• Google Chrome

• Safari

• Internet Explorer

• Firefox

You may need the latest version of your browser.

A PDF reader is required to open some documents.

There is currently no dedicated MyCare app.

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I’ve found incorrect information

If the information is urgent or important, contact your care team.

You can also contact PALS:

Telephone: 020 8725 2453
Email: Patient Advice and Liaison Service (PALS)  

If the issue is not urgent, you can raise it at your next appointment.

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Security

Is my information safe?

Yes, as long as you keep your login details secure.

Always log out when using a shared device.

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Email and Data Use

We will use your email address to contact you about:

• Your MyCare account

• Your healthcare

For more information about how we use your data, please see the Trust Privacy Notice. 

For information about Cerner security standards:
https://www.cerner.com/gb/en/solutions/your-information-security

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GP Records

You can currently view hospital record information only.

GP records are held on a separate system and are not yet available in MyCare.

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Can clinicians see my information?

Clinicians and GPs cannot log into your MyCare account.

However, they can see the same clinical information in your hospital record when providing your care.