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 other entities including the Federal Trade Commission (FTC). Please read our Security Policy for more information.

CAN I REQUEST RECORDS FOR MY CHILDREN?
Hugo currently collects records for users aged 16 and over.  We’ll soon be adding support for users of all ages.

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’re free to leave Hugo at any time. Simply notify support@hugo.health and request that your account and accompanying data be deleted from our system. This process can take up to 30 days. Any active sharing will be discontinued. However if you have shared your data with a research study, those data can’t be deleted. Additionally, to stop data from flowing immediately into your Hugo account, go to “My Connections” and disconnect. This will immediately disconnect your data source from Hugo.

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’re participating in a study that uses Hugo, the study staff will provide you with the necessary information. You can also join Hugo Health Kindred a growing network of healthcare consumers who are interested in participating in research. On Kindred, you can connect your health records, answer surveys and participate in research studies you find interesting. Learn more here.

CAN I SHARE MY DATA WITH MY PHYSICIAN, FAMILY, OR FRIENDS?
Once you have your health information, you can share it with research studies. We’re currently developing functionality to electronically share health data with family members, caregivers, and providers.

MY HEALTH SYSTEM ISN’T AVAILABLE. WHAT DO YOU SUGGEST?
We’re constantly adding health systems and other data sources to our platform. Please contact support@hugo.health to make a request. Additionally, on Hugo Connect, you have the ability to upload your files, images, labs, etc which will be sent to researchers along with your connected data if you choose to share.

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.  Hugo synchronizes data at 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 username or password you’ll need to update that information in Hugo as well. 

I DON’T SEE ANY OF MY DATA, IS SOMETHING WRONG?
Our team is working to make your data visible to you. The hard reality is health data still aren’t provided to you in any standardized format. That means when you connect to various providers, we have to do a lot of work to present data to you in a way that makes sense and is meaningful. We appreciate your patience while we work on this, and in the meantime, researchers who are partnering with you appreciate your making your data available to them.

I’M PARTICIPATING IN A STUDY AND RECEIVED AN EMAIL (or a text) 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 no longer be active and you will no longer be active and won’t be able to return to update your responses.

If you’re a member of Kindred, you can find the survey in your “My Tasks” on the Kindred homepage. If you’re participating in a research study, go to www.hugo.health, and you’ll see your unfinished surveys.

WHAT’S THE DIFFERENCE BETWEEN HUGO HEALTH, HUGO CONNECT, AND HUGO HEALTH KINDRED?

Great question! Hugo Health, INC, is our company, which is home to our small but mighty team of hard-working engineers, product developers, and community managers who are building products, maintaining technology and infrastructure, and supporting Hugo users and researchers. Hugo Connect is the product designed and built that’s used to connect to all your data sources (on your behalf), and Hugo Health Kindred is our engagement platform, supporting people impacted by COVID who are interested in and participating in research studies recruiting from the Kindred community.