FAQ

You can register online for my result ™. Make sure you have the following ready:

• Your British Columbia or Ontario health card number (in BC, this may also be the "personal health number" on the back of your drivers license)
• An active email address
• Date of your recent lab visit (must be within the last 30 days
• Lab visit number (if it was provided during your visit)
• Date of your recent lab visit (must be within the last 30 days
• You can't register using the my result ™ iPhone and iPad app

To register:

• Go to http://www.myehealth.ca and select the appropriate login links depending on your province.
• Use your email address as your account ID.
• Enter a password. The password must be at least 8 characters long, contain a mix of upper and lowercase letters, and contain at least one number or special character. Don't use the same password you use for your email account.
• Create three security questions and answers that would be difficult for others to guess.
• Enter your laboratory visit information.
• Once your information is validated, my result ™ will send a registration confirmation email to your email account.
• When you receive the email, open it, click the Registration Confirmation link, and follow the prompts to complete your registration.
• For British Columbians only, if you registered with your mailing address, you'll receive a PIN (personal identification number) by Canada Post within 3 � 5 business days. Once you've received your PIN, open your registration confirmation email, click the Registration Confirmation link, and follow the prompts to complete your registration.

The information about your lab visit that you entered must match the information on file with the lab, including personal information you provided during your visit, and the date of your visit (it must be within the past 30 days). Check this information carefully.

If you entered your information correctly and you're still getting a message that the registration failed, it may be because:

• The lab has not entered your visit and test information yet. In most cases, the information about your lab visit that is required for registration (such as an order status) is available within minutes, but in some cases it can take several hours. Wait a few hours and try again.
• Your information may not match correctly due to an incorrectly typed name or address.

If you're still unable to register, go to Support Request and complete the support form.

To add another family member to your account:

• Login to your my result ™ account and answer the security question.
• Click View my Account.
• Click Register another person under my account.
• You will see a list of family members registered with this account. Click Register another person under my account.
• Read the Privacy Statement. Click the small box to indicate your agreement with the privacy statement and click Continue.
• Click Start Registration. When prompted, enter the lab visit information of the person you're adding to your account. Once you've completed all the required fields, click Submit Registration.

If you have any problems registering another family member, refer to the question "Why did my registration fail? I entered all information correctly, but I got a message that my information cannot be validated."

If the information you entered matches the information the lab has on file, you will get an email confirming the addition of the family member to your account. Once the registration has been completed, you'll be able to view that family member's reports by logging into your account.

An error page displays when there's a problem processing your request. Some common reasons are:

• When you clicked on the Registration Confirmation link in your confirmation email, your email program may not have recognized the entire URL link.
  • Note: The URL link may not fit on a single line. Some email programs do not recognize the URL if it continues on a second line. In which case, copy and paste the complete link into your browser address bar. Also make sure you're using one of the supported browsers to access my result ™. See "What browsers are supported by my result ™?"
• You did not complete the registration process within 30 days.
• Click Register another person under my account.
• You will see a list of family members registered with this account. Click Register another person under my account.
• Read the Privacy Statement. Click the small box to indicate your agreement with the privacy statement and click Continue.
• Click Start Registration. When prompted, enter the lab visit information of the person you're adding to your account. Once you've completed all the required fields, click Submit Registration.

If you continue to have problems, go to Support Request and complete the support form.

To log back into your account, type http://www.myehealth.ca into your browser address bar, and click on the appropriate login link, based on your province.

Note: Do not use the Registration Confirmation link in the confirmation email�this link is no longer valid once your registration is completed.

If you still can't log back in, go to Support Request and complete the support form.

Parents and guardians are not able to register a person under the age of 16 in British Columbia or 18 in Ontario. The privacy of patients is of utmost concern to my result ™, Excelleris, and the labs that perform your tests. They all understand the wish of parents to have access to their children's records, but are bound by legislation that protects the rights of individuals, including your children. If you would like to get a copy of your child's tests results, talk to your child's health care provider or contact the testing lab directly.

For privacy and security reasons, if 30 days have passed since your last lab visit, you will not be able to register for my result ™. If you would like to get a copy of your test results, talk to your health care provider.

If you decide to register after your next lab visit, ask the lab staff for your "lab visit number," which will expedite the registration process. Once you're registered, you will have access to your reports from that lab visit forward.

You cannot register for my result ™ using a smartphone, such as an iPhone, Android device, or Blackberry�you must use a desktop computer, laptop, or a tablet to register. Once you're registered, you can view your test results from your smartphone and other devices.

Most lab results are released from the testing lab and posted to your my result ™ account within 24 hours. However, it may take longer than 48 hours for some results to become available. Testing times vary and some tests, especially microbiology tests, may take more time. Some tests can take one or two weeks before the results are available. If you're concerned, talk to your health care provider.

Whenever the testing lab updates your report, a notification email is automatically sent to you by my result ™. Don't be concerned if you can't see a change. Reports can be updated for a variety of reasons:

• Addition of another test
• Correction of a test result or adjustment of a reference range (this update will be obvious on the report)
• Addition of a Copy to provider
• Correction of an ordering provider
• Correction of the date or time of specimen collection
• Correction of typographical or clerical errors

For results to be posted online, the information entered by the lab in your recent lab report must match exactly the information recorded in your my result ™ account, including:

• First name
• Last name
• Date of birth
• Health card number
• Gender

If any of the above information does not match your my result ™ account information, the report will not be posted to your online account. If you've visited one of our supported labs and don't see any information about your lab visit in your account within one day, go to Support Request and complete the support form.

my result ™ does not provide any information about how to interpret lab reports. Talk to your health care provider about your test results.

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

We do not share, sell, rent or lease personally identifiable information with anyone or any organization, except in circumstances where we would have to disclose personal information because of legal requirements or law enforcement such as a court order, subpoena or warrant.

Your registration information is kept for as long as you use my result ™. If you decide to discontinue using my result ™, and deactivate your account, your personal registration information will be deleted and no longer be available to anyone.

We are committed to protecting your personal information � both the information you provided for registration and the reports you access online. To prevent unauthorized access, Excelleris employs industry best practices, employs resources specifically dedicated to privacy and security, and undergoes periodic audits by third-party security companies.

All personal information is stored in secure environments within British Columbia and Ontario.

All staff members must sign a confidentiality agreement and complete mandatory privacy training.

You play a vital role in securing your my result ™ user ID and password. Your user ID and password is the unique way for us to know that it is you accessing your online account.

Always create a complex password that is meaningful to you and not known or easily guessed by others. Your password must be at least 8 characters long, contain a mix of upper (capital) and lower case characters, and contain at least one number or one special character. Never share your password, write it down, or allow anyone to observe you enter your password.

Once your lab information reaches your computer it is your responsibility to protect it. Here are a few steps we recommend:

• Never leave your computer unattended while you are logged onto my result ™
• Ensure your computer is password protectedh
• When you are finished using my result ™, always log out using the log out button, and close all browser windows
• Ensure you have up-to-date anti-virus and malware protection installed on your computer at all times
• If you print any reports from my result ™, keep them in a secure and confidential location

No, you are not required to change your password. However, it is recommended that you change it periodically.

Our goal is to provide you with the best security currently available. Excelleris uses industry standard security practices to protect your personal information from unauthorized access, use or disclosure.

For example, your personal information is protected while it is in transit between your computer and our server using security techniques such as encryption, which safeguards that your personal information cannot be read or modified while it is being transferred.

Our security practices are designed to protect your personal information and prevent unauthorized access. Only authorized employees are permitted to access personal information and only when the access is necessary. Your information is protected using industry best practices, and all information is transmitted over secure, encrypted channels.

You can reset your password at https://secure.myehealth.ca by clicking on the 'Forgot your password?' link. You will then be prompted to enter your email address that you use to login, as well as your Health Card Number. Once you enter your information, an email will be sent to your registered email address
with a password reset link.

Open the Password Reset email, click on the provided link, or copy it into your browser within 24 hours to complete your password reset request. You will be prompted to answer one of your security questions, and are then able to create a new password.

Please note that you cannot reset your password using your mobile phone.

Our Privacy Officer, who can be reached at privacyofficer@excelleris.com, will be pleased to answer any questions you may have.

The following video provides a step-by-step guide on how to create a new myresultsTM account and how to add a person to the account.

The following video provides a step-by-step guide on how to view laboratory results in MyCareCompass.

The following video provides a step-by-step guide on how to view result trends using the Analytics section in MyCareCompass.

The following video provides a step-by-step guide on how to add or remove a person to MyCareCompass.