MyQuest™ FAQs

Getting StartedWhat are the benefits of using the MyQuest™ patient portal and mobile appl? MyQuest allows patients to use their mobile or web-enabled device to view, store, and share their vital health information anytime from anywhere. They can get their Quest Diagnostics lab test results sent directly to their account. Using the mobile app they can quickly view their medical records in an emergency.

What are the benefits of creating a patient account? Since their patient account contains their demographic information, they can save time scheduling future appointments and paying their Quest Diagnostics bill online.

Why do I have to answer questions about my identity to authorize Quest Diagnostics to send my labresults to me? Within the MyQuest application, Quest Diagnostics uses a technology called knowledge-based authentication (KBA) to verify that a patient is who they say they are. The purpose of KBA is to verify the identity of an individual in order to grant the appropriate access tohealthcare records in a situation

where they are not physically present. This is a necessary step in protecting sensitive healthcare information. KBA uses data from public records and credit bureaus to generate random questions that only an individual can answer (to prevent guessing); things like the color of a car you owned some years ago, or the town where your sister-in-law lives. This is why the questions are different than those used to reset a password. Different questions are presented on each attempt so that someone can’tread questions, look up answers, then

come back and try again. Our KBA solution is provided by LexisNexis®, a global leader in online security. Their data quality and question generation algorithms are the industry gold standard.

Is patient information secure? Yes, we implement industry best practices, such as secure HTTPS encryption, to protect their information. We require them to create a username and password to QuestDiagnostics.com

Quest, Quest Diagnostics, any associated logos, and all associated Quest Diagnostics registered or unregistered trademarks are the property of Quest Diagnostics.All third party marks – ® and ™ – are the property of their respective owners. ©2014 Quest Diagnostics Incorporated. All rights reserved. MI3840 4/2014

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What is Direct messaging?

Direct messaging adheres to a set of standards, services, and policies for exchanging patient health information securely over the Internet. Healthcare providers and patients who want to communicate via Direct messaging must establish a unique Direct address. A Direct address was created for patients the first time they logged into MyQuest. They can click Health Record Messages to view their Direct address at the top of the page. Direct messaging is currently only available between physicians using Care360 EHR and MyQuest users. We are working to expand the availability of Direct messaging in the future.

How can patients send secure email messages to their physician?

Patients can send secure email messages to their physician using the Direct address that was created for them the first time they logged into MyQuest. Click Health Record Messages to compose and send messages, and to view messages received from their physician. Direct messaging is currently only available between physicians using Care360 EHR and MyQuest users. We are working to expand theavailability of Direct messaging in the future.

Why should patients send messages to their physician using their Direct Address instead of their personal email address?

A Direct address provides a private and secure method for email communications between physicians and patients. By using the Direct address that was created for them by MyQuest, they ensure that they are utilizing this secure messaging system. Direct messaging is currently only available between physicians using Care360 EHR and MyQuest users. We are working to expand the availability of Direct messaging in the future.

How can a patient add contacts into their address book?

When they receive a health record message, they can save the sender’s Direct address into their address book. Patients can also add a Direct address for their contacts that are available from the My Contacts tab. Direct messaging is currently only available between physicians using Care360 EHR and MyQuest users. We are working to expand the availability of Direct messaging in the future.

MyQuest Patient Portal and Mobile Health App

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access their information. Our servers comply with all regulatory rules associated with protecting personal health information.

Can patients include health information for their family? Currently, MyQuest stores information for one person with the exception of vaccinations. Patients can include vaccinations for others, such as their children, in their account.

Can patients use their MyQuest login information for the mobile app? Yes they can. If they have not done so already, download the MyQuest

mobile app on their smartphone. Some features, such as capturing their vital statistics, medications, and immunizations, are currently only available on the mobile version of the application. Feature updates for the web version of the application are expected later in 2014.

What type of information can patients save in my account? In addition to maintaining a personal record of their lab results, they can also save personal health information in their account. In the web version of the application, patients can save information about their medical conditions and allergies. In the mobile version of the application, they can also save their doctor, insurance and emergency details, vital statistics, and medication and immunization histories.

How much of their health information can be saved? There is no limit to the amount of non-lab data or lab test results that can be saved in a their account.

Medical InformationHow can someone access their information in the event of an emergency?Medical responders often search for contact and medical information by looking in a patient’s wallet or mobile phone. The MyQuest mobile app allows them to enter their emergency contact information and display it on the login screen.

How can a patient enter their medical information? Since patients may share their medical information with their physician, they should enter their most critical health information. Click Medical Information from the main menu. Add

and save personal medical information, such as medical conditions and allergies. Patients can also add notes about their medical condition after they add it to their record. If they want to add information about their medications and immunization, vitals, or insurance and emergency details, access the mobile version of the application and enter the information.

Can patients include health information for their family? Currently, MyQuest stores information for one person with the exception of vaccinations. Patients can include vaccinations for others, such as their children, in their account.

How much patient health information can be saved? There is no limit to the amount of non-lab data or lab test results that can be saved in a patient account.

Lab ResultsHow can a patient request lab results? From their Home page or Lab Results page, a patient can click Request Lab Results to request their results directly from Quest Diagnostics. They can also complete a brief form at a Quest Diagnostics patient service center.

Which states allow Quest Diagnostics to release patient results? A recent U.S. Department of Health and Human Services (HHS) ruling allows all patients in all states to have access to their laboratory data directly from a lab provider, such as Quest Diagnostics beginning April 7. Currently, only three states have restrictions that require us to hold results for a specific period of time (up to 14 days).

How long does it take to get results? Most tests are performed within just a few days. Some complex testing can take a few weeks to complete. Results are sent directly to the patient’s healthcare professional as soon as they are ready to enable him/her to review and share the results with them directly. Then if requested, lab test results will be sent directly to their MyQuest account two business days later. If they have requested their results be sent to their MyQuest account, they will receive an email when the results have been released – usually within 3-4 days of the request depending on the test performed and the state they live in. Some states require us to hold results for 7 days.

How will patients be notified that their results are available? Patients will be sent an email informing them that their results are available.

Do patients need to have their blood drawn at a Patient Service Center (PSC) to get their results sent directly to them? No, Quest Diagnostics will send results no matter where their specimen was collected, as long as their specimen was sent to Quest Diagnostics to be tested.

How far in the past can I request results? Results for tests performed within the past two months are available. To obtain lab results that are older than two months from today’s date, patients should call Client Services at 1-866-697-8378 to request a copy of older lab results which can be delivered to them by mail or fax.

Can patients get results via MyQuest for any test that Quest Diagnostics performs? Most lab test results can be requested via MyQuest. However, some tests are very complex and for those tests, physicians will deliver the results to them. If the test results they are requesting fall within this category, we will notify patients via email. MyQuest does not provide access to pre-employment drug screening or wellness testing results. To receive information about pre-employment drug screening, patients should contact Employer Solutions at 1-800-877-7484. To receive information about wellness testing, patients should contact us at 1-866-908-9440.

How can patients have their lab results faxed to them or their doctor? Patients can have their lab results sent to them via fax or mail. To request their results be sent to them via fax or mail, patients should call our Client Services team at 1-866-697-8378.

What should a patient do if they received a notification that their results are ready to view but they cannot see them in their account. Patients should try to refresh the application to see if their results will appear. For the MyQuest mobile app, tap the refresh button in the bottomleft (circle made of two arrows). For the MyQuest web application, they can try to refresh their browser. After refreshing, click the Lab Results tab and then View Results. If they are still unable to see their lab results, they should contact a support representative at 1-877-291-7521 or MyQuestSupport@QuestDiagnostics.com.

QuestDiagnostics.com/MyQuest

How can patients get lab results for their child? MyQuest is available for everyone, but lab results delivery through MyQuest is currently only available to Quest Diagnostics patients 18 years and older. Patients can obtain lab results for a minor by mail or fax by contacting Client Services at 1-866-697-8378.

If a patient received a notification that their request for lab results cannot be processed, what should they do? Patients should contact a support representative at 1-877-291-7521 or MyQuestSupport@QuestDiagnostics.com.

Connect With a PhysicianHow can a patient connect with their physician using the patient portal? To connect with a physician to request and receive their lab results, patients must ask their physician to create a PIN number from the Care360 Labs & Meds system. They can then use the Connect with Physician option from the Home page to access the Connect with Physician screen where they can enter the PIN number provided toby their physician. This enables their physician to release results directly to their account.