FREQUENTLY ASKED QUESTIONS

HOW SECURE IS MY HEALTH INFORMATION IN HUGO?
We take privacy and security very seriously. Hugo follows the security guidelines outlined by HIPAA and entities including the FTC. Please read our Security Policy for more information.

CAN I REQUEST RECORDS FOR MY CHILDREN?
While we will soon add support for users of all ages, Hugo currently collects records for users age 18 and over.

DOES HUGO SHARE MY HEALTH INFORMATION?
We respect the ownership you have over your data and only share with your permission and according to the terms of our privacy policy.  Visit our privacy center to learn more.

WHAT IF I DECIDE TO LEAVE HUGO?
You are free to leave Hugo at any time. Simply notify admin@hugophr.com. Information will be deleted from our system within 30 days and any active sharing will be discontinued.  You always have the ability to download your record and move your information elsewhere.

HOW DO I USE MY DATA TO PARTICIPATE IN RESEARCH?
A growing number of research studies use Hugo to collect data and engage with study participants. If you are participating in a study that uses Hugo, the study staff will provide you the necessary information.  In the future Hugo will help connect people — based on their preferences — with research that may be of interest.

CAN I SHARE MY DATA WITH MY PHYSICIAN, FAMILY OR FRIENDS?
Once you have your health information you can use it however you please. We are currently developing functionality within the Hugo app to electronically share health data with family members, care givers, and providers.

Hugo App FAQ's

MY HEALTH SYSTEM IS NOT AVAILABLE. WHAT DO YOU SUGGEST?
Please email us at admin@hugosupport.com to let us know and we'll do our best to get your provider connected quickly. You also have the option to manually upload your health data. Visit the tutorials page for assistance. 

I HAVE SUCCESSFULLY CONNECTED TO MY PATIENT PORTAL BUT I AM GETTING AN ERROR MESSAGE "NO RECORDS FOUND" EVEN THOUGH I KNOW I HAVE RECORDS IN MY PORTAL.  WHAT DOES THIS MEAN?
Please contact us at admin@hugosupport.com to report this issue and we will work with you to resolve it as quickly as possible.

DO I NEED TO SIGN INTO MY PORTAL EVERY TIME I LOG INTO HUGO IN ORDER TO KEEP MY TIMELINE UPDATED?
No, once you have linked your portal with Hugo, it will update automatically.  Updates are set to different frequencies so it may take up to a week for new data to import into Hugo. If you need your data to update more frequently, please email and let us know. Remember, if you change your portal credentials (ie a new password) you will need to update that password in Hugo as well. 

HOW DO I KNOW WHICH PORTALS I AM CONNECTED TO?
Once you have tapped “add health records” you will see the 'Available' and 'Connected' tabs. If you tap on “Connected”, you will see patient portals that are currently connected. Don't forget, if you update your password on your providers portal you will need to update it in Hugo to stay connected.

IF I CHANGED MY PASSWORD IN MY PATIENT PORTAL, HOW DO I UPDATE IT ON HUGO?
If you change your portal password, you must update it in Hugo as well. Until you do, Hugo will not receive updated health information. To update the portal password in Hugo, go to "Connect health records" and tap the 'Connected' tab. Tap on the portal you wish to edit and you will get a message that you have disconnected. Return to the list of available portals and search for your health system. Tap on login, enter your new credentials, and tap authorize connection. This health system will again appear in your connected portals list.

MOST OF MY INFORMATION IS SHOWING UP IN MY TIMELINE BUT I KNOW SOME THINGS ARE MISSING. WHAT DOES THIS MEAN?
This could mean two things: 1) The information is not available in the patient portal and is therefore not available to Hugo or 2) Not everything that Hugo imports is currently displayed in the user interface. More data is displayed with each release.

WHAT IF I DON'T WANT TO VIEW EVERYTHING IN MY TIMELINE?
At the top right of your timeline are three lines that form an upside down triangle. Tapping on this icon will allow you to filter your timeline by different types of information.

I SEE A MISTAKE IN MY HEALTH INFORMATION. HOW DO I CORRECT IT?
Hugo imports health information from various sources. HIPAA requires that changes to a legal health record be made at the source. We recommend that you contact your provider and follow their procedures to make any corrections . Once these corrections have occurred, Hugo will sync and automatically reflect the new information.

I AM PARTICIPATING IN A STUDY AND RECEIVED AN EMAIL WITH A LINK TO SURVEY QUESTIONS. UNFORTUNATELY I COULDN'T COMPLETE THEM ALL AT ONCE.  ARE MY PREVIOUS ANSWERS LOST?
No, you can just pick up right where you left off. Click on the link again and it will take you to the questions. Once you have completed the final question, the link will deactivate.