MyHealthNB

MyHealthNB Frequently Asked Questions

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GENERAL QUESTIONS

What is MyHealthNB?

The MyHealthNB Program objective is to provide patients with secure access to their Personal Health Information. The initial scope was to include all lab results and medication profile. Due to the COVID-19 pandemic, MyHealthNB COVID-19 specific activities have been accelerated to allow those with a New Brunswick Medicare card to be able to securely access their COVID-19 test results online from their computer or mobile device.

The Department of Health Innovation and eHealthNB Services Branch (eHealthNB) and Service New Brunswick have launched this solution with the help of our vendor partners Simeio and VeroSource. We appreciate your patience as ongoing improvements to these services are made.

This is an important tool in our fight against COVID-19. By letting patients check their COVID-19 test results online securely, we are allowing healthcare workers to spend more time providing care for patients.

With rapidly changing travel restrictions, guidelines for self-isolation and other COVID-19 information, we recommend that you visit the GNB Coronavirus website for the most up-to-date information.

What COVID-19 test sites provide a Registration Sheet?

Assessment Centres and Emergency Departments across the province hand out Registration Sheets to patients. At this time, this does not include tests done at Care Homes, Extra Mural, Health Practitioner office, etc. but they may be added in the future. This sheet will include the patient's name and Registration Code to register online to access their COVID-19 test results.

Who can register for a MyHealthNB account?

To Register for a MyHealthNB account you must meet all three requirements:

  1. have a NB Medicare number
  2. be at least 16 years of age (note: parents/guardians will be able to add their child(ren) under 16 after they have created their own account)
  3. have a unique personal email address that will be used as your Username
How do I get my COVID-19 test results if I can’t or don't feel comfortable accessing it online?

If you are not eligible or not comfortable using MyHealthNB, Public Health or a representative will call you with your test result, usually within 48-72 hours after your test was completed.

What do I do if I lost my Registration Sheet with the Registration Code on it?

If you were tested for COVID-19 and received a MyHealthNB Registration Sheet at the time of testing but have lost or misplaced it, you may call 1-844-462-8387 during business hours for help.

If you are not eligible or not comfortable using MyHealthNB, Public Health or a representative will call you with your test result, usually within 48-72 hours after your test was completed.

Why didn’t I get a Registration Sheet with a Registration Code when I was tested to register for MyHealthNB and view my results online?

At this time only Assessment Centres and Emergency Departments that are enabled to print the Registration Sheet with your name and registration code are giving this sheet to patients tested for COVID-19. In the future other COVID-19 test sites may be able to print the sheet as well.

It may take up to 72 hours (or longer depending on testing volume) for your test result to become available. If you are not eligible or not comfortable using MyHealthNB, Public Health or a representative will call you with your test result, usually within 48-72 hours after your test was completed.

Can I look at someone else’s COVID-19 test results such as my parents?

At this time, looking at someone else’s COVID-19 test results online, other than your child’s (under 16), is not available due to privacy and consent limitations. It may be a potential consideration in the future.

Can I register my child on MyHealthNB?

You cannot register your child on MyHealthNB, but you may access their COVID-19 test results from your MyHealthNB account. This means that the parent/guardian must first have their own MyHealthNB account, then when they Login, they may add their child(ren) (under 16) and view their COVID-19 test results.

NOTE: Anyone 16 or older must register for their own MyHealthNB account.

Will you show positive, negative and not clear COVID-19 results in MyHealthNB?

Yes, all positive, negative or not clear COVID-19 test results will be available to MyHealthNB COVID-19 users.

Accessing your COVID-19 test results through the MyHealthNB site is for informational purposes only, and must not be considered a diagnosis or substitute for medical advice. Any questions or concerns about your health should be discussed with a healthcare professional.

For the most up-to-date instructions, including travel restrictions, self-isolation and/or self-monitoring, please visit the GNB Coronavirus website.

How long will I have to wait to see my COVID-19 test results?

Usually, your test result will be available within 24-48 hours after your test was completed, however it may take up to 72 hours (or longer) depending on testing volume. If you do not see your test results, please check again by clicking the Refresh Results button on the results page. You may also logout and log back in later to check for results.

How do I refresh my screen to keep checking for my COVID-19 test result?

If your COVID-19 test result is not yet available, you may click on the green Refresh Results button on the results page to check for updates. You may also log out and then log back in later.

Note: The results will display as soon as they are posted, usually within 24-48 hours. However, it may take up to 72 hours (or longer) depending on testing volume.

Why do my COVID-19 test results still show “Results Not In Yet”? It’s been two days since my COVID-19 test.

It may take up to 72 hours (or longer) depending on testing volume for COVID-19 test results to become available. If you do not see your test results, please check again by clicking on the Refresh Results button periodically or logging out and checking again later by logging back in.

Continue to follow the instructions for self-isolation and/or self-monitoring you were given by Public Health, your health care provider, or the Assessment Centre staff.

Refer to the most up-to-date instructions for self-isolation and/or self-monitoring on the GNB Coronavirus website.

I reviewed my “Negative” COVID-19 test result online. Can I still expect to receive a call from Public Health?

If you have reviewed your negative results online, Public Health will be made aware and a health professional will follow up with a phone call only if they need to reach out to you.

I reviewed my “Positive” COVID-19 test result online. Can I still expect to receive a call?

Yes, a Public Health Official will contact you via phone if your test result was positive and will provide you with information on what to do next.

What does a “Not Clear” COVID-19 test result mean?

Your COVID-19 test result shows the virus may have been detected. Further tests are being done which may take a few days.

Please self-isolate at home and wait for a call from Public Health.

Continue to follow the instructions for self-isolation and/or self-monitoring you were given by Public Health, your health care provider, or the Assessment Centre staff.

Refer to the most up-to-date instructions for self-isolation and/or self-monitoring on the GNB Coronavirus website.

What does a “Positive” COVID-19 test result mean?
The COVID-19 virus was detected.
Please self-isolate at home and wait for a call from Public Health.

Continue to follow the instructions you were given by Public Health, your health care provider, or the Assessment Centre staff.

Refer to the most up-to-date instructions for self-isolation on the GNB Coronavirus website.

What does a “Negative” COVID-19 test result mean?

COVID-19 virus not found at this time.

You may still be required to self-isolate at home for the full 14 days, even with a negative result.

You can develop COVID-19 up to 14 days after being exposed (contact with someone who tested positive, in a place where COVID-19 was spread, or travel outside current restrictions).

Visit the GNB Coronavirus website for the most up-to-date information, including instructions on self-isolation and/or self-monitoring related to your situation, and continue to follow the instructions provided to you by Public Health, your health care provider, or the Assessment Centre staff.

Will my primary care provider still receive my COVID-19 test results?

Even if you have accessed your COVID-19 test results online, your primary care provider will also have access to them.

Can I print my COVID-19 result from MyHealthNB? If so, how?

Yes, you can print your COVID-19 result from your browser by right-clicking on your mouse and choosing the Print option. This will print the results page you are displaying.

Please note that some personal information such as birthdate and Medicare number is displayed on this page along with your and/or if applicable, your child’s test result.

Note: If you are traveling to another country, this document may not meet the needs of the airline and/or country you will be visiting. Please research the travel document requirements well in advance of your travel date.

If the MyHealthNB print out is not sufficient, or you are not able to access your result online, you can connect with Records Management at the hospital associated with the assessment center to receive a copy of the test result.


ACCOUNT CREATION / REGISTRATION

If I have more than one COVID-19 test, do I need to register more than once to see all my results?

No, you only need to register once to see all your COVID-19 test results. If you already registered and have an account, go to and Login, When the latest test result is available the new test date will appear in the Select a test date drop down on the results screen.

The most recent results will display as soon as they are posted, usually within 24-48 hours. However, it may take up to 72 hours (or longer) depending on testing volume.

Note: A Public Health Official will contact you via phone if your test result was positive and will provide you with information on what to do next.

What information do I need to register for a MyHealthNB account to view my COVID-19 test results?

To sign up for MyHealthNB, you will need:

  • your Medicare Card available to refer to when you register
  • a unique personal email address you will use as your MyHealthNB account Username.
  • the Registration Sheet with the registration code given to you when you and/or your child were tested for COVID-19. NOTE: If you were not tested, a parent/guardian does not need a registration code of their own to register for a MyHealthNB account.

Note: To see your child’s (under 16) COVID-19 test result, you (the parent/guardian) will need the child’s (under 16) registration code to add the child to your account after logging into MyHealthNB COVID Results.

How do I sign up for a MyHealthNB account and access the COVID-19 test Results?

Go to to sign up for MyHealthNB and follow the registration instructions.

Which electronic devices can I use to access my MyHealthNB account and COVID-19 test results?

You can access MyHealthNB and the COVID-19 Results application on your desktop computer, laptop, tablet or smartphone.

Which browsers are supported?

The websites currently support the more recent versions of the following browsers:

  • Google Chrome
  • Mozilla Firefox
  • Safari
  • Microsoft Edge Chromium
  • Internet Explorer 11

Can I use my email address to create several accounts?

No. You can only use one unique personal email address to create a MyHealthNB account which will become your Username. This account is associated to your NB Medicare number and personal health information. We highly recommend that you do not use your professional email address to sign up for a MyHealthNB account.

Can I register someone else on MyHealthNB?

By registering on MyHealthNB, you are creating your own digital health identity that is tied to your personal health information, therefore no, you are not permitted to register another person on MyHealthNB. Currently MyHealthNB only provides your COVID-19 test result, but the intent of the program is to provide secure online access to additional personal health information in the future.

However, you may access your child’s (under 16) COVID-19 test result from your MyHealthNB account.

Can I register using someone else's email address?

The email address you enter during the MyHealthNB account registration becomes your username for your digital health identity and will be linked to your personal health information. Therefore, you can only use your own email address for your own MyHealthNB account as we want to take all measures possible to protect your digital health identity.

Currently MyHealthNB only provides your COVID-19 test result, but the intent of the program is to provide secure online access to additional personal health information in the future.

What is a Digital Health Identity?

A digital health identity (ID) is the electronic equivalent of an individual's identity card. A digital ID can be presented electronically to prove an individual's identity and their right to access information or services online.

Why can’t I enter my name in the field?

The field only accepts characters, a hyphen and apostrophe in a name such as Marie-Claude or O’Ryan. No accents are accepted such as Céderic.

If you legally only have a last name and no first name listed, please enter your last name in both the last name and first name fields as both fields need to be completed.

Where do I find the Medicare card information?

How do I deactivate my MyHealthNB account?

To deactivate your account, you may call 1-844-462-8387 during business hours for help.

How do I change my preferred communication language on my MyHealthNB account?

If you would like to change the preferred communication language that you selected at the time of your registration, you may call 1-844-462-8387 during business hours for help.


SUPPORT

How do I reach the Technical Support Desk / Administrator?

You may call 1-844-462-8387 during business hours for help.

What are the MyHealthNB technical support hours?

At this time, the MyHealthNB technical support hours are from 8:30am – 4:30pm, Monday – Friday. Follow-up support may occur outside these hours.

What do I do if I forget my password?

At the bottom of the “Login to MyHealthNB” screen, click the “Trouble Signing On?” link and follow the instructions.

What do I do if I forgot the email address I used to register for my MyHealthNB account?

If you forgot the email address you used to register, you may call 1-844-462-8387 for help.

How do I unlock my account?

Have you clicked Activate your MyHealthNB Account in the verification email?

Some MyHealthNB users are having locked account issues due to not clicking on the “Activate your MyHealthNB Account” link in the email that was sent to them.

After you complete the registration form and click “Next”, you will receive an email as below. You must click the link to “Activate your MyHealthNB Account”. After clicking this link, your account will be active and you will be able to log in with the email and password provided during registration.

MyHealthNB_UnlockAccount

If you fail to click the link, your account will be “locked” as it is not yet active. You will not be able to activate your account by clicking “Change Password” or “Trouble Signing On”.

If 24 hours have passed without activating your account, you must restart the registration process.

If you are unable to find the email with the link to activate your account, or if you are unable to proceed, you may call 1-844-462-8387 for help.

The application is freezing or I am receiving unexpected error messages

There are a few possible solutions to try:

  • Close the browser and restart the browser
  • Clear your browser cache
  • Use a different browser such a Google Chrome or Mozilla Firefox
  • Turning off and restart your device

If the above solutions do not work, you may call 1-844-462-8387 for help.


PRIVACY

Will my health care provider have access to MyHealthNB account?

Health care providers will not be able to access your MyHealthNB account. However, they can access your COVID-19 test results.

Why do you collect my personal information when I create a MyHealthNB account?

We collect your personal information to confirm your identity as part of the account creation process. We also use your personal information to provide you with technical support. We only collect personal information from you that is necessary for these services.

Do you share my personal information with other organizations?

Personal information is not disclosed to third parties without your consent, other than as permitted or required by law. MyHealthNB and our partners do not sell, rent, or lease Personal information.

I have questions about privacy where can I find answers and/or who should I contact?

Our Privacy Statement provides details about our privacy practices, you can also contact the Department of Health Chief Privacy Officer at:
506 476 7563
Cpobpvp@gnb.ca

Are my results confidential within MyHealthNB?

The information within MyHealthNB will be accessible to those that need access to provide care to you, provide technical support or to support Public Health monitoring and follow-up during the COVID-19 pandemic.

The Department of Health is committed to protecting the privacy of individuals who visit these websites in compliance with the Right to Information and Protection of Privacy Act (RTIPPA) and the Personal Health Information Privacy and Access Act (PHIPAA)

How do I know my information is private and protected?

The Department of Health and MyHealthNB is committed to protecting the privacy of individuals who visit these websites in compliance with the Right to Information and Protection of Privacy Act (RTIPPA) and the Personal Health Information Privacy and Access Act (PHIPAA)

Where is my personal information stored?

Personal information is stored in secure environments within Canada in compliance with Right to Information and Protection of Privacy Act (RTIPPA) and the Personal Health Information Privacy and Access Act (PHIPAA)

How is your staff trained about privacy?

All staff members sign a confidentiality agreement and complete mandatory privacy awareness training at the time of hire, and periodically thereafter.


SECURITY

What are my responsibilities regarding security?

You play a vital role in securing your username (email address) and password. Your username and password are 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 is not known or easily guessed by others. Your password must be at least 8 characters long and contain at least one uppercase (capital) character, lower case character, number and special character. Never share your password, write it down, or allow anyone else to observe you entering your password.

Once your COVID-19 test results information reaches your device it is your responsibility to protect it. Here are a few steps we recommend:

  • Never leave your device unattended while you are logged on to our websites
  • Ensure your device is password protected
  • When you are finished using an application, always log out, and close all browser windows
  • Ensure you always have up-to-date anti-virus and malware protection installed on your device at all times

Disclaimer: MyHealthNB has made every reasonable effort to ensure the security of these results however, MyHealthNB is not responsible for ensuring that a patient’s personal computer, mobile device, home internet, or Wi-Fi connection is secure.

How do I know that the websites are secure?

The security of your personal information is essential to our delivery of our websites. MyHealthNB 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 device and our server using security techniques such as encryption, safeguarding your personal information from being read or modified.

Why is my account locked?

Security and privacy are a top priority at MyHealthNB. If you find that your account has been locked, it is in an effort to protect any sensitive data you may have on our websites.

In order to keep your information secure, an account may be locked if there were too many failed login attempts or if we believe the security of your account may be at risk.

See Support FAQ section for how to unlock your account.