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Covid-19 Patients Frequently Asked Questions & Definitions

FAQs

FAQ in English | Preguntas frecuentes en español

Updated October 22, 2021, 10:00 AM PST

Announcement: In addition, to Covid-19 vaccination records, Covid-19 test results are now available in your Apple/Google Wallets!

Healthvana is a patient platform for healthcare providers to help engage, communicate and manage patients by delivering actionable information via mobile phones. Since 2015, the company has helped facilitate tens of millions of interactions between patients and their healthcare providers. We are on a mission to help end HIV and (now) Covid-19.

We enable digital Covid-19 records (i.e. vaccination records, test results) in both the Apple Wallet for iPhones and Google Pay for Android devices! Here’s how you can download your digital Covid-19 records to a digital wallet:

Apple Wallet for iPhones

Upon viewing your record through the link we provide in our notifications, press the “Add to Apple Wallet” button.  We recommend using Safari to download your Apple pass.

Google Pay (aka Google Wallet) for Android devices

Upon viewing your record through the link we provide in our notifications, press Google’s “Save to phone” button.  After clicking the “Save to phone” button, you may be prompted to save to Google Pay or Google Chrome.  Please select Google Pay, even if you do not have Google Pay installed.  

You may be prompted to set a PIN, password, or screen lock if you do not have one already. Google requires this for added security and to help protect your personal information. Per Google’s Acceptable Use Policy, we are only able to provide Google COVID Cards for vaccination records that we have received from a verified source for individuals aged 13 years or older.

A digital vaccination record contains the same key information as a paper record, but just in a digital form. This information can be accessed through our secure, HIPAA-compliant platform from a mobile phone, computer, or any internet-enabled device. We also enable patients the option to download this information to their mobile phones for convenience through Apple Wallet or Google Pay. A digital vaccination record indicates a person’s vaccination status and can be used however you choose, just like any other personal health record.

No – it is your medical record protected by HIPAA. You can use it however you choose, just like any other personal health record.

At this time, we are only able to offer the vaccination record upload option to individuals that have already received their 1st dose (Pfizer or Moderna) through Healthvana.

Residents vaccinated in cities, counties, and states that have partnered with Healthvana will receive a digital vaccination record from us. Once we receive your vaccination information from our public health / healthcare provider partners, you’ll receive a text and/or email that your record is ready to view. Please use the form on our Contact Us page if you have any specific questions.

Healthvana delivers digital vaccination records as soon as we receive them, and depending on where you were vaccinated, this can take up to a few weeks.  Our incredible public health / healthcare partners are working as fast as they can to process the high volume of vaccination records.

Reach out to us by using the patient contact form on our Contact Us page. 

If you have not yet gotten your second dose, we can update your information in Healthvana, however it may still be incorrect in the vaccination registration system.

We recommend double checking your information during your appointment to make sure it is updated there as well.If you have already received both doses, we will escalate this to our public health partners for corrections.

Healthvana offers the ability to upload a 2nd dose record for patients that have already received their 1st dose (Pfizer or Moderna) record through our platform.

 At this time, Healthvana does not offer the ability to upload a 3rd dose / booster record. 

To upload your 2nd dose, follow the instructions below:

  • Login to your Healthvana account at https://patient.healthvana.com/.
    If you never finished setting up an account, we recommend revisiting the link we provided in our email and/or text message to view your digital vaccination record and click the “Create Account” button to set a password.
  • Navigate to the Vaccinations page and click the “Add 2nd Dose” button.
    We will ask you to confirm the authenticity of the vaccination record you are uploading before enabling you to upload your image.
  • View your completed record (optionally add it to an Apple Wallet)
    Once your image has been processed (usually a few minutes), your complete digital vaccination record can be viewed on the Vaccinations page. You can then download an updated version to an Apple Wallet.

Yes. Please have the individual reach out to us using the patient contact form on our Contact Us page and we will be able to send the link to their digital vaccination record to their individual phone number and/or email address.

We are a HIPAA-compliant technology company that is acting as the “last mile” in delivering digital vaccination records to people/patients on behalf of our public health/healthcare provider partners.  Since the pandemic began we’ve helped deliver more than 10 million Covid-19 test results across the United States.

Healthvana is not currently involved in scheduling vaccination appointments. Please contact the site or provider of your 1st dose vaccination to schedule an appointment.

Healthvana delivers vaccination records to the contact information (email and/or text-enabled phone numbers) used when registering for your vaccination appointment. Please expect an email from our domain (healthvana.com), or text message from our short-code (37586). Our notifications will provide a secure link to confirm your identity and immediately view your digital vaccination record.

For Apple passes, try switching your browser to Safari and downloading again. 

For Google COVID Cards, if you selected Google Chrome when first trying to download your Card, your device may have set Chrome as the default application for downloading these Cards.  To change your default application settings, please:

  1. Navigate to the following: Settings > Apps > Google Chrome > Open by default
  2. Either clear your defaults or update “Open supported links” to “Ask every time.”

If you’re still having issues please use the form on our Contact Us page.

Healthvana receives vaccination information directly from our public health / healthcare provider partners. Additionally, identity verifications such as your full name and date of birth are required in order for an individual to access their digital vaccination record.

Healthvana is not involved in vaccine distribution. We recommend contacting your healthcare provider or local public health department to find out more about scheduling a vaccination appointment.

Please check with the place you got your vaccination (e.g. Los Angeles County FAQ mentioning Healthvana) or see our recent media coverage in the New York Times, NPR, Fox Business and others.

We accept only the front of your CDC COVID-19 Vaccination Record Card for a self-upload (your vaccination dates must be visible in the image). For the best image, we recommend laying the card on a flat surface and smoothing it out as much as possible. All edges of the card must be fully visible in the image.

If your image upload failed, we may not have been unable to recognize your CDC vaccination record card. All image failures are manually reviewed for approval.  If an image is approved, it will appear in your patient account as soon as possible.  Please check your patient account for updates.

We are not a healthcare provider and cannot answer medical questions.

 

You can enroll in the CDC’s V-Safe program at https://vsafe.cdc.gov/ for health check-ins following your vaccination. This program will assist you in monitoring your health after receiving a vaccine, and provide additional information about vaccination and safety.


For any additional medical assistance, please contact your doctor or a public health clinic.​​​​

No, our services are fully accessible on any internet-enabled device, without needing to download the Healthvana app or creating a Healthvana account in advance of receiving your health information.

Healthvana delivers digital vaccination records on behalf of our public health/healthcare provider partners to ensure patients can have access to their health information.  

 

In some cases, we’re receiving digital vaccination records several weeks after they have been administered.Our incredible public health/healthcare partners are working as fast as they can to process the high volume of vaccination records.

The QR code links to the Healthvana website – no patient information is shared. The link/website educates people of Healthvana’s role in digital Covid-19 records.

You’ll receive an email or a text message from Healthvana which will be sent to the contact information you provided when you registered for your test appointment. At that time, you will be able to create your account and view your result. Please note – even if multiple people got tested in the same car, at the same time, they may receive their results at different times.

In 2-3 days after you were tested. Some results will arrive sooner and some will take a bit longer. Even if two people got tested in the same car, at the same time, they may receive their results at different times.

Yes, all test results (positive, negative, or need new sample) are delivered electronically.

We are working with some municipalities to aid in contact tracing efforts. Individuals who receive positive COVID-19 test results through Healthvana can use our platform to anonymously notify their “close contacts.” If you received one of these notifications from us, please refer to the information provided through the secure link to learn more about what you can do to stay safe.

Currently, if you are new to Healthvana, your account is created at the time we receive your result from the lab. There is no need to sign up beforehand.

Anyone who has been tested for Covid-19 at a location using Healthvana will receive a notification with their results from Healthvana.

To sign up for a full Healthvana account with ongoing access to your results, you must be 13 years of age or older.

Healthvana works best on modern web browsers and devices that follow current web standards, with JavaScript and cookies enabled.

Devices we recommend and support:

  • Modern iOS devices
    • This includes iPhones and iPads
  • Modern Android devices
  • Desktop and Laptop computers

Browsers we recommend:

  • Chrome for Windows, Mac, iOS & Android
  • Firefox for Windows & Mac
  • Safari for iOS

Browsers we do not support at this time:

  • Safari for Mac
  • Any version of Internet Explorer
  • Any version of Opera

We are always working to expand our device and browser support.

Healthvana has the following password requirements:

  • Minimum of 8 characters
  • Maximum of 128 characters
  • You can use numbers, letters, and special characters

On our signup page, password strength is dynamically calculated against a list of commonly used words and phrases as you type to ensure the security of your account.

Read more about creating strong passwords.

Once you deactivate your Healthvana account, you cannot recover it. Please do not deactivate your account unless you are absolutely sure you do not ever want to use it again.

If the same first name, last name, birthdate and email address are used to register for additional Covid-19 tests, the results will automatically appear in your Healthvana account as they become available.

First, check your spam folder. 

If you have not received a notification and it has been more than 3 days, please use our contact form.  Be prepared to provide the following information*:

  1. First and last name used when scheduling appointment
  2. Date of birth
  3. Email address you are using to access your account
  4. Testing Location
  5. Appointment ID
  6. Test Kit ID
  7. Description of the issue you are experiencing

*Why do we need this info? We use the information you provided in the testing registration form to locate your result.  In many cases, your test may still be processing but we will notify you as soon as we get the results from the lab.

Confirming your identity to access your result requires your first name, last name, and date of birth.  We provide the initials for the first and last name associated with the result for reference.   Please enter the same information used when registering for your COVID-19 test.

If you are unable to confirm your identity or are unable to gain access to your accountplease use our contact form. Be prepared to provide the following information*:

  1. First and last name used when scheduling appointment
  2. Date of birth
  3. Email address you are using to access your account
  4. Testing Location
  5. Appointment ID
  6. Test Kit ID
  7. Description of the issue you are experiencing

*Why do we need this info? We have found many instances of incorrect information entered in the testing registration form. Mismatches in date of birth, first name and last name will prevent you from setting up your Healthvana account.

 

Typically it’ll be the next business day.  Our business hours are Monday – Friday from 9am – 5pm PST.

Log in to your Healthvana account and screenshot your result, or use the “print” option on the test result page.

If you already have a Healthvana account, please log in with your account email address and password to view your results.

Healthvana is a Business Associate to Covered Entities (e.g. City of Los Angeles, Los Angeles County, healthcare providers) under HIPAA and we have been tasked with delivering Covid-19 test results to patients. This is in compliance with HIPAA guidelines, as we are performing activities on behalf of the Covered Entity.  Accordingly, we meet security standards, privacy practices and access control standards prescribed by federal and state law. Healthvana’s Terms of Service and Privacy Policy are publicly available on our website.

Sorry, but we do not accept phone calls at this time.  The best way to get access to your information is the FAQ’s above, and using our contact form.

Healthvana is a technology company, not a healthcare provider. We do not provide medical advice.

Test Result Definitions:

*These will also be referenced when you receive your test results

Negative

If your COVID-19 test result was NEGATIVE, this means that the test found no evidence that you were infected with the COVID-19 virus.

A negative test means that you were probably not infected at the time of testing. However, it is possible that you were tested early into your infection and that you could test positive later. You could also be exposed at any time and develop the illness.

If you develop new symptoms or your symptoms worsen, you may need to repeat the test again. Your healthcare provider can help you interpret the test and decide if and when you should be tested again depending on your symptoms.

Be sure to wash your hands often, avoid touching your face and common surfaces, practice social distancing, and continue to wear face coverings in public. You should minimize contact with other people for at least 10 days from when your symptoms first appeared.

Additional information can be found about isolating at home by the CDC.

Positive

If your COVID-19 test result was POSITIVE, this means that the coronavirus that causes COVID-19 was detected. If you have a primary care physician, notify them of your POSITIVE test as soon as possible.

Many patients experience mild to moderate symptoms similar to the flu. These can be managed with rest, hydration, and appropriate doses of acetaminophen (Tylenol). There currently are no specific medications or treatments for COVID-19. Between 85 – 90% of patients with confirmed COVID-19 do NOT require hospitalization.

If, at any time, you experience chest pain, shortness of breath, difficulty breathing, or vomiting that will not stop, please call 911 or go to your nearest Emergency Room.

Please stay away from others. Stay home until at least 14 days have passed after your symptoms first appeared. Recovery means that your fever is gone for 3 days without the use of fever-reducing medications and your respiratory symptoms (e.g. cough, shortness of breath) have improved.

If you tested positive through one of Healthvana’s testing site partners in Los Angeles or Ventura County, you can instantly and anonymously message close contacts to notify them of their exposure and provide resources and free testing information. You should inform people you have had close contact with since 2 days before developing any symptoms. Close contact means being within 6 feet of someone for more than 15 minutes. This website sends texts or emails to your contacts completely anonymously. These notifications are critical in our efforts to stem the spread of COVID-19.

Additional information can be found about isolating at home by the CDC.

Need New Sample

If your COVID-19 test result says NEED NEW SAMPLE, this means that unfortunately there was a problem with the sample or the information that you provided, and we were unable to complete your test. This can happen when the collection fluid leaks or your information was incorrectly recorded during the registration process.

Please schedule a new appointment to revisit a testing location.

We apologize for this inconvenience.

If your symptoms worsen at any time, please contact your healthcare provider. If you develop emergency warning signs, including extreme difficulty breathing or persistent chest pain or pressure, please go to your nearest Emergency Department or call 911.

Additional information can be found about isolating at home by the CDC.

Think Patient.