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General FAQ

PRIVACY FAQ | SECURITY FAQ

When can I register with my ehealth?

You can register with my ehealth if you have had a lab test within 30 days at LifeLabs, Valley Medical Laboratories or BC Biomedical Laboratories or as an outpatient only at Vancouver Coastal Health or Providence Health Care. If your lab test was performed at a lab other than listed above, or if you had a medical imaging test such as an X-ray or Ultrasound, you cannot register with my ehealth. Please consult with your ordering physician for the test results.

How do I register with my ehealth?

To protect the security of your personal information, the online Registration Process is designed as two steps.

First step:
• Create an account ID (email address, password, personal security questions).
• Enter your laboratory visit information (name, date of birth, BC CareCard number, lab visit number or your address, and date of lab visit within 30 days).

Second step:
My ehealth will send a Registration Confirmation email to your registered email account.
• If you registered with a lab visit number (given to you by the lab assistant at the laboratory that you attended), open your Registration Confirmation email, click on the Registration Confirmation Link and follow the prompts to complete your registration.
• If you registered with your mailing address, you will receive a PIN (personal identification number) via Canada Post within 3-5 business days. Once you have received your PIN, open your Registration Confirmation email, click on the Registration Confirmation Link and follow the prompts to complete your registration.

Please note: You have 30 days to complete your registration from the date that you registered online. If you are unable to complete your registration within this time, or are having difficulties entering your PIN, please contact us at 1-888-522-7758 or use our support form to arrange an extension.

When I try to register, my registration fails because the information that I have entered cannot be validated.

The information that you enter in Step 5 MUST match the information on file with the laboratory that you attended. This includes the personal information that you provided during your lab visit, and also the date of your lab visit within 30 days. Please review your entries and modify your information if needed.

Please wait a few hours after your lab visit before registering with my ehealth to allow the lab sufficient time to process your information. If you continue to have difficulties, please contact us at 1-888-522-7758 or use our support form and provide your Case ID Number.

When I try to register, I receive the error message
'Email address already exists'.

This error will occur if you are attempting to register with an email address that is already in use by an individual currently registered with my ehealth. If you have an incomplete registration that you have previously submitted; please contact us at 1-888-522-7758 or use our support form.

If you wish to register another person to your account using the same email address, please follow the steps below:

• Login to your my ehealth account
• Click View my Account
• Click Register Another Person to my Account.
• Click Register Another Person under My Account. Click Continue.
• Click Start Registration. Enter the information for the new person.
• If you continue to have difficulties, please contact us at 1-888-522-7758 or use our support form.

When I try to complete my registration, an error page displays.

An error page appears when there is a problem processing your request. Some common reasons for this may be:

1) When you clicked on the Registration Confirmation Link in your confirmation email, your email program may not have recognized the entire URL link.

Please note: The URL link may not fit on a single line. Some email programs do not recognize that the URL continues on the second line. In this case it is important that you copy and paste the complete link into your browser. You will need to use one of the supported browsers to access my ehealth.

2) You did not complete the registration process within 30 days.

Please note: You have 30 days to complete the registration process from the date that you registered online. Please ensure that you promptly complete your registration once you receive your Registration Confirmation email and PIN (if required). If you are unable to complete your registration within this time, please contact us at 1-888-522-7758 or use our support form to arrange an extension.

I have successfully completed my registration, and have viewed my
reports for the first time. Why am I unable to log back into my account?

Type https://secure.myehealth.ca into your address bar to log back into your account.

Please Note: Do not use the Registration Confirmation link in the confirmation email as this link is no longer valid once your registration is completed. If you continue to have difficulties, please contact us at 1-888-522-7758 or use our support form.

When I answer a security question, I receive the error message
'Answer is incorrect. Please try again'.

This error will occur if the answer you enter at Login does not match the answer that was initially entered during your registration. The answer you enter at Login MUST be entered in the exact format that it was initially entered.

The 3 security questions that you originally selected during your registration are randomly chosen when you Login. If you are unable to provide the correct answer to one of your security questions, please close and reopen your browser, and then log back in again until you receive a question that you are able to answer correctly.

Once you have successfully logged in, you can re-enter your answers by following the steps below:

• Click View my Account
• Click Change Security Questions
• Re-enter your answers for all three security questions. Click Save
• If you continue to have difficulties, please contact us at 1-888-522-7758 or use our support form.

Can I view my lab results prior to registering with my ehealth?

My ehealth will provide your lab results as of the lab visit date you entered at registration. To obtain copies of previous reports, please contact the testing laboratory directly or consult with your physician.

It has been several days since my lab test. Why is my lab result still pending?

Most lab results are released from the testing laboratory and posted to your my ehealth account within 24 to 48 hours. However, it may take longer than 48 hours for some results to become available as testing times will vary, and some tests (especially Microbiology) take more time to perform.

Please do not be concerned if your results are still pending at 1-2 weeks.

I have received an email from my ehealth to notify me that my lab report(s)
has been updated but I cannot determine what change has been made
to my report.

Whenever the testing laboratory updates your report, a notification email is automatically sent to you by my ehealth. Your report(s) can be updated by the testing laboratory for any of the following reasons:

• An additional test has been added
• A corrected test result or an adjusted reference range (this update will be obvious on the report)
• A new 'Copy to' physician is added
• Correction of an ordering physician
• Correction of the date or time of specimen collection
• Other typographical or clerical corrections

Many reports are sent again for clerical reasons, without changes. Do not be concerned if you receive an email notification and cannot see an obvious change in the report content.

What browsers are supported by my ehealth?

My ehealth currently supports the following browsers:

• Internet Explorer 8 or higher
• Google Chrome 4
• Firefox 3.6 or higher
• Safari 4 or higher

Can I use my iPhone or Blackberry to register with my ehealth ?

Registration on a smartphone is currently not supported. You MUST use a desktop, laptop or a tablet to register. Once your account is activated, your results can be viewed on a smartphone.

How do I deactivate my account with my ehealth?

If you decide to discontinue using my ehealth, please contact us at 1-888-522-7758 or use our support form to deactivate your account.

The problem I encountered is not listed here.

Please complete the online form use our support form . We thank you for your interest in my ehealth.



PRIVACY FAQ | SECURITY FAQ

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