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COVID-19 Patients Frequently Asked Questions & Definitions

FAQs

FAQ in English | Preguntas frecuentes en español

Updated April 9, 2021, 5:00 PM PT

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.

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.

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.

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.

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.

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.

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.

A digital vaccination record contains the same information as a paper record, but just in a digital form. This information can be accessed through our secure, HIPAA-compliant platform from a phone, computer, or tablet. We also enable patients with the ability to store it in their Apple Wallet for convenience. A digital vaccination record indicates a person’s vaccination status and can be used to inform employers, schools, airlines, events, or however you choose to use the information.

Residents vaccinated in cities and counties that have partnered with Healthvana will receive a digital vaccination record from us. Once we receive your vaccination information from our public health 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 about your digital vaccination record.

Healthvana sends your vaccination record as soon as we receive it. Sometimes this may take a couple of weeks because we receive data from multiple sources. Just as we have been helping deliver over 10 million COVID-19 test results to patients across the country, we are the last mile in delivering vaccination records digitally and rely on the information we receive.

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.

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 vaccination record to their individual phone number and/or email address.

Healthvana is not currently involved in scheduling vaccination appointments. Please visit your local public health department’s website for more information.

Apple Wallet

Upon viewing your record through the link we provide in our notifications, you should see a button that will allow you to download your record to your Apple Wallet.  We recommend using Safari to download your Apple pass.

 

Google Wallet

The ability to add your digital vaccination record to your Google Wallet is not yet available. We recommend that after accessing your information, you take a screenshot of your vaccination record. We plan to enable this as soon as Google enables the feature.

Try switching your browser and using Safari, this normally fixes the problem! If you’re still having issues please use the form on our Contact Us page.

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.