Access your health information online

No. Using the NHS App and My Health and Care Record are entirely optional. If you choose not to use either of them, this will not affect your care and you will continue to receive letters in the post.

Yes. The NHS App and My Health and Care Record are designed to be simple, secure and easy to use.

There is also lots of help and advice available for the NHS App and for My Health and Care Record powered by Patients Know Best if you need support.

To reset your password, follow the steps set out here.

Yes. My Health and Care Record, powered by Patients Know Best (PKB), is designed to meet NHS standards for information security and data protection.

Your information is encrypted and only available to people who have permission to access it. You remain in control of who can see your information and can manage sharing settings within your account.

Your information will not be sold to third parties. For more information, please see Queen Victoria Hospital’s Privacy Notice.

If you would like a carer or family member to help manage your care, you can give them access to your My Health and Care Record account. You can find out how to do this here.

You can choose who has access and what information they can see. Once access has been granted, they will be able to view information and receive notifications in the same way that you do.

Please note that carer access to My Health and Care Record is available when it is accessed on a web browser but is not currently available through the NHS App.

Queen Victoria Hospital, and other NHS organisations, are adding information to My Health and Care Record powered by Patients Know Best in stages.

This means some information may already be available, while other information will be added over time as more services begin using the system.

At Queen Victoria Hospital we are currently making outpatient appointment letters available online, and will be following this with inpatient appointments and other clinical correspondence.

Information relating to care provided before a service started using My Health and Care Record may not be available online.

When new information is added to your record, such as a letter, appointment information or test result, you may receive a notification.

Notifications may be sent through the NHS App, by email, or both, depending on your account settings and how you access the service.

Please ensure your email address and mobile phone number are up to date so that you can receive notifications when new information is available.

You can also log in to My Health and Care Record or the NHS App at any time to view the latest information available to you.

Please contact the department responsible for your appointment using the contact details provided in your appointment information. If you are unsure who to contact, please contact the hospital switchboard on 01342 414000.

If you have a question about information in your record, such as the content of a letter, appointment details or clinical information, please contact the team responsible for your care. Contact details are usually included on your correspondence.

My Health and Care Record does not currently support access to records and letters for patients aged under 16. If you need access to your child’s information, please contact the team caring for them.

Yes. If you have not registered, you do not need to do anything.

If you have already registered and no longer want to use My Health and Care Record, email qvh.systemshelpdesk@nhs.net with a request to deactivate your account, stating your name, date of birth, NHS number and the email address associated with your account. You will then only receive your letters through the post and will not be able to access them online.

If you are registered for My Health and Care Record, from 17 August 2026 we will no longer post duplicate paper copies of letters that are available online through My Health and Care Record and the NHS App.

You can view your letters online at any time. You can also download or print a copy if you need one.

Some letters may continue to be sent by post if they are not yet available through My Health and Care Record.

Yes. If you still want to receive paper copies of your letters, you will need to deactivate your My Health and Care Record account.

If you do this, you will not be able to see your hospital letters online or in the NHS App.

If you wish to deactivate your My Health and Care Record account, please email qvh.systemshelpdesk@nhs.net with a request to deactivate your account, stating your name, date of birth, NHS number and the email address associated with your account.

You will receive a notification when a new letter is available. This may be through the NHS App, by email, or both, depending on how you access the service and your account settings.

You can also log in to My Health and Care Record or the NHS App at any time to check your letters.

This will vary depending on the service providing your care. Many appointment letters, clinic letters, radiology results and other patient letters can be viewed through My Health and Care Record. Further services and letter types may be added over time.

Yes. You will still continue to receive text message appointment reminders if we have your mobile number. If you update your details in My Health and Care Record, you will still need to contact the hospitals where you are receiving care to update your details directly with them.

This privacy statement discloses the privacy practices for www.qvh.nhs.uk and https://onlineservices.qvh.nhs.uk, the websites of Queen Victoria Hospital NHS Foundation Trust. It applies solely to this website; links within this site to other websites are not covered by this privacy statement

Information collection and use

Queen Victoria Hospital NHS Foundation Trust does not store or collect any personal information about site users. The system will record your email address and other information if volunteered to us by you. This information shall be treated as confidential. It may only be used for internal review and to contact you regarding any feedback. You can read our patient privacy notice here.

Virtual clinics

We will ensure that any information you provide to us will be held securely and will only be accessed by specifically authorised members of staff. However, please be aware that communications via email using the internet is not guaranteed to be a secure method of transfer particularly if you are using a public network, and you will need to be careful about who has access to your email account. If you have any questions related to the security of your information please contact our Data Protection Officer at qvh.dataprotection@nhs.net

Data protection

The Data Protection Officer for the Trust is:
Dominic Bailey, Information Governance Lead
Telephone: 01342 306623
Email: dominic.bailey@nhs.net
Please contact Dominic if you have any questions about the privacy and confidentiality of your information or a general query about how we use your data.

Cookies

The QVH website does not leave cookies on a visitor’s computer or device and is therefore compliant with the 2011 Privacy and Electronic Communications Regulations.

Notification of changes

Queen Victoria Hospital NHS Foundation Trust reserves the right to change the privacy statement without notice. It is the responsibility of users to check this privacy statement regularly.