COVID-19 Patients Frequently Asked Questions (FAQ)

FAQ in English | Preguntas frecuentes en español

Updated July 13, 2020, 1:00 PM PT

What is Healthvana?

Healthvana is a HIPAA-secure, mobile-friendly portal for patients to manage their health! We've partnered with COVID-19 testing locations to help deliver test results, education, and other relevant information.

How will I be notified when my test result is ready?

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.

When can I expect to receive my COVID-19 test results?

In 3-5 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.

Will I receive my positive test result electronically?

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

Can I sign up for Healthvana prior to receiving my result?

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.

Are there age restrictions on the use of Healthvana?

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.

Can I use Healthvana on any device or web browser?

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.

What are Healthvana's password requirements?

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.

What happens if I deactivate my account? Can I reactivate it?

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.

What if I'm tested more than once?

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.

It has been more than 5 days and I have not received a notification from Healthvana about my COVID-19 test result. What do I do?

First, check your spam folder. 

If you have not received a notification and it has been more than 5 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.

We are working to get back to you within 1-2 business days.  Please note we are experiencing an influx of inquiries due to a delay in lab processing time.

I have been notified that my results are ready, but I am having trouble logging into my Healthvana account. How can I access my account?

Confirming your identity to access your result requires your date of birth or your appointment ID code. If your appointment code contains letters, please be sure to include them when entering it. If neither your birthday nor your complete appointment code work, try resetting your password.

If you are still unable to gain access to your account, 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 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.

We are working to get back to you within 1-2 business days. Please note we are experiencing an influx of inquiries due to a delay in lab processing time.

I sent Healthvana a question, when will I hear back?

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

Please note we are experiencing an influx of inquiries due to a delay in lab processing time.

Where can I get a printable copy of my test result?

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

What if I already have an existing Healthvana account from another clinic?

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

Is patient data secure?

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.

Can I call Healthvana?

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.

What if I need medical advice?

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.

Please visit TellYourContacts.org to inform people with whom you may have been in close contact starting 2 days prior to the time you developed 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.