MyQuest™ FAQs

MyQuest FAQs
™
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 the
availability of Direct messaging in the future.
QuestDiagnostics.com
Why should patients send messages to their
physician using their Direct Address instead
of their personal email address?
Getting Started
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.
What 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.
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.
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
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.
Identifier example
What is Direct messaging?
Why do I have to answer questions
about my identity to authorize
Quest Diagnostics to send my lab
results 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 to
healthcare records in a situation
MyQuest Patient Portal and Mobile Health App
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’t
read 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
continue on next page
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
Information
How 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 Results
How 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 bottom
left (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
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 Physician
How 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.
MyQuestSupport@QuestDiagnostics.com.
QuestDiagnostics.com/MyQuest