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Section 1 App Usage Issues

The identity document I am using to register is not recognized, which other identity document can I use ?

QMC HealthID™ can accept multiple types of official identity documents. Common identity documents include: driver’s license, passport, and other government issued IDs. Driver’s licenses and government issued IDs need to be made out of plastic to be recognized.

Can I share my information on this app with others?

Yes. The app gives you the choice to share your information. You decide who needs to know and who you can trust with your health status.

I am an employer, what makes the QMC HealthID™ differ from other COVID-19 tracking apps?

QMC HealthID™ is not a tracking app, it does not share any location specific data with any other party 

I forgot my user ID or password, what do I do?

To reset your password, click the link “Don’t remember your password?” on the log in page and follow the provided instructions. You will receive an email with a link and directions on how to create a new password. If you do not receive the expected email, please check your spam folder. If you have any additional issues or questions, please don’t hesitate to reach out to QMC HealthID™ support link.

My personal information has changed. How do I update my user profile?

You are able to update your phone number and company name within the app. Simply open the main menu and select “Profile”. Update your information as needed and click save.

How much personal data is stored in the system?

While the QMC HealthID™ uses official documents (Passport, Driver’s License, etc) to establish your identity, it does not retain any of that information but instead issues a QMC HealthID™ Key (which is a digital token) to represent you. Other external forms of authentication can also be connected to the system with your permission (Google Authentication, Microsoft Active Directory, etc).

How long does it take to verify my ID?

This process can take between 5 seconds and 4 minutes depending on the options selected and the quality of lighting, camera resolution and ID type.

Why was I asked to provide an ID?

This is a measurement to prevent fraud, specifically ID fraud.

Which IDs are supported?

Please provide either your passport, driver’s license or a government issued ID. Driver’s licenses and government issued IDs need to be made out of plastic to be recognized.

What happens to my ID data?

None of the information you submit will be shared. Your details will be automatically checked and – if verified – only the company requesting the verification will receive your ID information.

What happens if my ID gets declined?

Please check if your ID is readable and fulfills the required criteria (ie. driver’s licenses and government issued IDs need to be valid plastic cards). Try to scan the ID again.

How does this process work?

You will be asked to scan a valid ID (passport, driver’s license, government issued ID) using your webcam. Please note that the driver’s license and ID need to be plastic cards to be recognized. This is a new method designed to reduce fraud, it is easy to use and – most importantly – fulfills all security standards.

Who is behind the ID verification?

The company behind this ID verification is called Jumio. Jumio specializes in card recognition and has developed a secure mechanism to accept credit card payments and verify IDs online. Jumio is fulfilling all security requirements and holds a patent pending on this process.

Who will be able to see my ID?

Only the company or institution that asked you to provide a valid ID.

What happens to my ID data?

None of the information you subit will be shared. Your details will be automatically checked and - if verified - only the company requesting the verification will receive your ID information. 

What happens after I have scanned my ID?

The ID will be automatically verified and the information will be forwarded to the company or institution that asked for an ID verification. 

My ID isn't scanning, why is that?

It could be a variety of factors, from the lighting in the room to the camera resolution. The ID should scan if you can clearly read the information on the computer screen. 

Can I upload a black-and-white image of my document?

In order to verify all the security features, we need a full color scan of your document. 

Section 2 Technical Issues

I am having technical problems, and these are related to the Software App, who do I contact?
If you cannot find an answer to your technical issues from these FAQs, please use the link  below to contact our Support Desk, we will raise a request to address the issue as soon as possible.


What if I lose my phone? Do I lose my QMC HealthID™ information?

While the QMC HealthID™ uses official documents (Passport, Driver’s License, etc) to establish your identity, it does not retain any of that information but instead issues a QMC HealthID™ (which is a digital token) to represent you. Other external forms of authentication can also be connected to the system with your permission (Google Authentication, Microsoft Active Directory, etc).

Section 3 Testing Related Issues

Do I need to or should I get tested for COVID-19?

To learn if you have a current infection, viral tests are used. But not everyone needs this test.

Most people will have mild illness and can recover at home without medical care and may not need to be tested.

CDC has guidance for who should be tested, but decisions about testing are made by state and local health departments or healthcare providers.

If you have symptoms of COVID-19 and want to get tested, call your healthcare provider first.

You can also visit your state or local health department’s website to look for the latest local information on testing.

Will insurance cover my test?

All comprehensive health insurance plans must pick up 100% of the cost of coronavirus testing, as well as any visit to the emergency room, doctor's office or urgent care center that may have led to that testing. That includes any COVID-19 test deemed appropriate by the U.S. Department of Health and Human Services.

Comprehensive health plans are individual, employer-sponsored or exchange plans that meet the coverage requirements spelled out in the Affordable Care Act. If you're insured by a short-term plan or another plan that isn't ACA-compliant, your insurer may not cover the costs associated with your test. If you are unsure please contact your Health Insurer.

Insurers must also provide free antibody testing for COVID-19 patients under the Coronavirus Aid, Relief and Economic Security (CARES) Act. 

Can I walk into any testing center or must I have an appointment?

A lot depends here on which State you are living in. Some States insist on a pre visit interview after which an appointment may be arranged and some States allow for people to arrive for testing without a scheduled appointment. The pre visit interview is still required and may mean that if the patient is displaying covid-19 symptoms they will be turned away resulting in a wasted journey. Best to check in with your general practitioner first before travelling for a test. 

Where can I find a testing center?

The process and locations for testing vary from place to place. Check under ‘City Info’ for the larger City locations. If your City isn’t listed, contact your state, local, tribal, or territorial department for more information, or reach out to a medical provider. State and local public health departments have received tests from CDC while medical providers are getting tests developed by commercial manufacturers. While supplies of these tests are increasing, it may still be difficult to find somewhere to get tested.

Should I wear a mask to the testing center?

CDC continues to study the spread and effects of the novel coronavirus across the United States.  We now know from recent studies that a significant portion of individuals with coronavirus lack symptoms (“asymptomatic”) and that even those who eventually develop symptoms (“pre-symptomatic”) can transmit the virus to others before showing symptoms.  This means that the virus can spread between people interacting in close proximity—for example, speaking, coughing, or sneezing—even if those people are not exhibiting symptoms.  In light of this evidence, CDC recommends wearing cloth face coverings in public settings that include community activity such as Testing Centers. Many State Governors are now mandating the wearing of face masks and these States can be found on the ‘City Info’ tab on this website.

Wearing a face covering is not a substitute for maintaining 6-feet social distancing and hand washing, as these remain important steps to slowing the spread of the virus. Medical grade (N95) and surgical masks should be reserved and used only by medical professionals and first responders.

Does it hurt to take the COVID-19 test?

Experts say the process, though invasive and uncomfortable, is quite simple and quick, essentially the same as what’s done to test for the flu.

Patients have a swab – think of it as a long Q-tip – inserted through their nose to reach what's known as the nasopharyngeal region, from where cells are collected.

“If you were to open your mouth and say ‘Ahh’ and look straight back, that’s the region, right where the respiratory (tract) meets the back of your mouth

If the patient is calm, the swabbing takes a mere 10 seconds or so and is not painful. A jittery patient can make things more difficult.

Once the sample is taken, it is put into a sterile container and sent to a lab.

Several test kits are being introduced onto the market that do not require collection of cells via the insertion of a swab through the nose. These are designed to capture saliva from the inside of the mouth. 

How long will it take to receive my test result?

It really depends on the type of test you’re having, and more importantly, does your swab or blood sample need to be submitted to a Laboratory for analysis prior to providing the results back to the Health Care Professional. If Lab required it can take 24 hrs - 7 days. Otherwise some rapid antibody tests can deliver a result in 10 minutes. Check which TestKit you’re going to use and ask your Health Care Provider to advise. 

What does it mean if the specimen tests positive for the virus that causes COVID-19?

A positive test result for COVID-19 indicates that RNA from SARS-CoV-2 was detected, and the patient is infected with the virus and presumed to be contagious. Laboratory test results should always be considered in the context of clinical observations and epidemiological data in making a final diagnosis and patient management decisions. Patient management should follow current CDC guidelines.

The test has been designed to minimize the likelihood of false positive test results. However, in the event of a false positive result, risks to patients could include the following: a recommendation for isolation of the patient, monitoring of household or other close contacts for symptoms, patient isolation that might limit contact with family or friends and may increase contact with other potentially COVID-19 patients, limits in the ability to work, the delayed diagnosis and treatment for the true infection causing the symptoms, unnecessary prescription of a treatment or therapy, or other unintended adverse effects. 

All CLIA laboratories using this test must follow the standard testing and reporting guidelines according to their appropriate public health authorities. 

What does it mean if the specimen tests negative for the virus that causes COVID-19?

A negative test result for this test means that SARS-CoV-2 RNA was not present in the specimen above the limit of detection. However, a negative result does not rule out COVID-19 and should not be used as the sole basis for treatment or patient management decisions. A negative result does not exclude the possibility of COVID-19. 

When diagnostic testing is negative, the possibility of a false negative result should be considered in the context of a patient’s recent exposures and the presence of clinical signs and symptoms consistent with COVID-19. The possibility of a false negative result should especially be considered if the patient’s recent exposures or clinical presentation indicate that COVID-19 is likely, and diagnostic tests for other causes of illness (e.g., other respiratory illness) are negative. If COVID-19 is still suspected based on exposure history together with other clinical findings, re-testing should be considered by healthcare providers in consultation with public health authorities. 

Risks to a patient of a false negative include: delayed or lack of supportive treatment, lack of monitoring of infected individuals and their household or other close contacts for symptoms resulting in increased risk of spread of COVID-19 within the community, or other unintended adverse events.

If the test is for CoVID-19 antibodies: 

………….and you tested positive, then you likely have HAD a COVID-19 infection and you may be protected from re-infection (have immunity), but this cannot be said with certainty. Scientists are conducting studies now to provide more information. Take steps to protect yourself and others.

………….and you tested negative, then you likely NEVER HAD (or have not yet developed antibodies to COVID-19 infection. You could still get COVID-19, so please take steps to protect yourself and others.

Can a person test negative and later test positive for COVID-19?

If you test negative for COVID-19 by a viral test, you probably were not infected at the time your sample was collected. However, that does not mean you will not get sick. The test result only means that you did not have COVID-19 at the time of testing.

 If you test positive or negative for COVID-19, no matter the type of test, you still should take preventive measures to  protect yourself and others.

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