Northern Health COVID-19 information

HealtheLife

HealtheLife logo

HealtheLife gives you 24/7 secure online access to your hospital services and hospital digital health information from any computer or smartphone. You can also ask to access the information and services of your children, and those of any adult or elderly family members you may be supporting in care.

NH Check In app displayed on a mobile phone

HealtheLife lets you manage your care from anywhere:

  • View your lab results, including most COVID-19 tests
  • View your x-ray, ultrasound and other medical imaging results
  • View scheduled hospital appointments, including upcoming surgeries
  • Book test appointments at select medical labs
  • Check in online for walk-in lab and other outpatient services
  • Share your health information with family members

How to use:

Already have an account? Access the HealtheLife website.

NH Check In

Need to set up your account? Two steps are required:

1. Get your unique PIN

  • If you’ve recently received Northern Health services (e.g., lab tests), we might have already give you a PIN so you can activate your HealtheLife account and view your test results.
  • If you don’t have a PIN yet, you need to verify your identification. You can do this by either:
  • Whichever method you choose, please have your photo ID ready, including your personal health number. Photo ID examples are:
    • BC Services Card or
    • Combined BC driver’s license and BC Services Card.

2. Activate your account

Health information and services available

What health information can I see in HealtheLife?

  • Information you can see immediately after it's available in our system:
    • Personal demographics, including your emergency contact and family doctor or nurse practitioner.
    • Your laboratory results since 2007, and microbiology reports since 2020 and going forward.
    • Most COVID-19 results from tests performed at NH facilities since 2020. For more information, see Accessing COVID-19 test results below.
  • Information you can see one week after testing:
    • Pathology and radiology reports, including X-ray, ultrasound, and CT scans, from 2020 and going forward.

If you need to see other information from your health record, please contact the health records department of your local health care facility.

What else can I do in HealtheLife?

  • View your appointments: See booked appointments in our hospital system, including surgeries, lab, imaging, and cancer clinics.
  • Schedule appointments: We’re piloting self-booking at the Fort St. John hospital lab only, with plans to expand to other labs and outpatient services.
  • Get messages from health care staff: This one-way messaging lets our health services staff contact you.
  • Check in online: Healthelife links to the NH Check In service, save your spot in line and see your wait times for lab and other outpatient services.
  • Find locations: Looking for Northern Health addresses and contact information? HealtheLife links to the Northern Health locations page.
  • Check to see if you might have COVID-19: HealtheLife links to the BC COVID-19 self-assessment tool, letting you check your symptoms anonymously online.
  • Look up health topics: HealtheLife links to HealthLinkBC, letting you look up health topics, symptoms, and treatments.
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Frequently Asked Questions (FAQs)

The web link you sent me to reset my password/login isn’t working, why?

  • To keep your information safe, the link works for only a short period of time. If you’re still having trouble, please call HealtheLife technical support at 1-877-767-1046 (available 24/7).

How do I get help for other HealtheLife technical issues?

  • Please call HealtheLife technical support at 1-877-767-1046 (available 24/7).

Some of my health information is wrong or missing, how do I fix it?

How do I cancel my HealtheLife account?

How do I get help with activating my HealtheLife account?

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Using HealtheLife on your desktop computer, tablet or smart phone

What web browser is recommended for use with HealtheLife?

  • The latest versions of Google Chrome, Apple Safari or Mozilla Firefox work best. Internet Explorer delivers inconsistent user experiences and is not recommended.

Is there an app to download?

  • No, for now, HealtheLife is only available as a mobile-friendly website that you can use on your desktop computer, tablet or smartphone. It adjusts to the screen/device you are using.  We highly recommend you bookmark or create a shortcut on your desktop or phone.

How do I end a HealtheLife session? 

  • To keep your information safe, always click the Sign Out link at the bottom left of the menu where you see your name, then close the internet browser.

Why do I have to have my ID verified?

  • For security reasons, we need to verify who you are. During face-to-face appointments such as a lab or imaging testing, we verify your ID in person and then can give you a unique PIN. However, if you have not recently had an appointment, we need to verify who you are before giving you a PIN. You can either do this virtually or by coming to the registration desk of your local health care facility. During the pandemic, we recommend using the virtual method.
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Questions about my results

Why is there a 1-week delay in seeing my results from pathology and radiology?

  • Sometimes results might need an explanation from your family doctor or nurse practitioner. The delay gives your family doctor or nurse practitioner time to connect with you to discuss the results and ease any anxiety that may be caused.

If there’s a 1-week delay for my results, does that mean there’s something wrong?

  • No. All results for pathology and radiology have a 1-week delay for everybody, across the board. The delay doesn’t necessarily mean there’s anything to worry about.

Why don’t I see the image from my scan along with the report?

  • Radiologists get images for review and interpretation; HealtheLife shows you the summary report from the radiologist. As well, imaging files are very large, and they require special viewing software.

I know I had a specific test done. Why doesn’t it show up in Healthelife?

  • HealtheLife currently shows only part of your health record, but we hope to expand this over time. If you think a particular test should be shown, please contact the health records department of your local health care facility.
  • Even though your test was at a Northern Health site, it might be sent to another organization for processing, (e.g., the BC Centre for Disease Control). We’re currently working through a rigorous approval process so that we can share all results within HealtheLife.
  • Some examples of results Northern Health is unable to share at this time:
    • COVID-19 results processed by the BCCDC
    • Mammogram results
    • Autopsy results

Why do results only go back to 2007? And some are only 2020?

  • Starting in 2007, Northern Health began using our Cerner digital hospital EMR (electronic medical record) system. Before 2020, Radiology results may be in paper or digital form. For more information, please contact the health records department of your local health care facility.
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Accessing COVID-19 test results

Are all COVID-19 test results available in HealtheLife?

  • Only COVID-19 tests collected at a Northern Health location, and then processed at a Northern Health lab, are available in HealtheLife.

Why are my COVID-19 test results not showing in HealtheLife?

  • Either your results haven’t been processed yet, or they were processed in a non-Northern Health lab:
    • Even if your test was collected at a Northern Health site, we might have sent it elsewhere for processing.
    • This is because of the increased number of tests and the need to get results quickly.
    • If your test was sent elsewhere, this might mean you can’t see your results in HealtheLife. We’re working to address this issue.
    • If HealtheLife doesn’t show your COVID-19 test results, visit the BCCDC’s Test Results page for other ways to access them.

How do I get access to COVID-19 results that don’t show in HealtheLife?

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Understanding my health information

I have a general question about my health information in HealtheLife. Who should I talk to?

  • For general inquiries or questions about medical topics, visit HealthLinkBC. Please do not contact the lab or medical imaging department. If you would like to talk to someone, please contact your family doctor or nurse practitioner.

I went to a walk-in clinic or emergency room. Who do I contact about my test results and medical imaging reports?

  • For any questions about your health information in HealtheLife, please contact your family doctor or nurse practitioner. If you don’t have a family doctor or nurse practitioner, go back to the walk-in clinic to discuss your results with the doctor or nurse practitioner who ordered the test.

What if I have questions about my health or health services in my community?

Contact your family doctor or nurse practitioner. If you don’t have one, for non-urgent health advice and information:

  • Call HealthLink BC for free by dialing 8-1-1, or 7-1-1 for the deaf and hard of hearing. 
  • Please note, if your local telephone provider does not support 8-1-1 dialing, you may call 1-604-215-8110.
  • Health service navigators can help you find health services in your community and registered nurses can provide health information and advice day or night.
  • Qualified exercise professionals can answer your physical activity questions and registered dietitians offer nutrition counselling, Monday to Friday 9 am to 5 pm PST. 
  • Licensed pharmacists are available 5 pm to 9 am PST every day when many local pharmacies may be closed. 
  • Translation services are available in 130 languages.
  • Visit HealthLinkBC.ca for online information.
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Privacy and security of my health information

How do you keep my health information private and safe?

The privacy and security of your health information is very important to Northern Health:

  • HealtheLife is hosted on a system that’s as secure as some banking or financial systems. This ensures your health information remains private and safe.
  • Your passwords and data are encrypted (converted into code to prevent unauthorized access) and the system is monitored and audited to identify privacy breaches.
  • However, you should always follow best practices for passwords, including using a password that’s different from other passwords you might have.
  • HealtheLife also has an Access Logs feature so you can see who accessed your health information and when.
  • For more information, please review our privacy policy and terms of use.

What personal information does HealtheLife collect from me, and why?

  • Northern Health takes your privacy very seriously and when enrolling you for HealtheLife, we collect only the personal information we need.
  • This information is collected under the Freedom of Information and Protection of Privacy Act of BC (FIPPA) and includes your first name, last name, date of birth, gender, and personal health number (PHN), which are used to identify you in Northern Health’s hospital electronic health record system.
  • We will also ask for your email address so we can send you an automated HealtheLife invitation email that you can use to complete your account setup.

What security safeguards does HealtheLife have in place?

  • HealtheLife is securely hosted in Canada by Amazon Web Services. The portal has similar security technologies in place as banks use for online banking portals. If you are concerned that your account may have been compromised, reset your password immediately. Then contact HealtheLife Technical Support at 1-877-767-1046 (available 24/7) to report your concerns.

What can I do to ensure my health information in HealtheLife remains secure?

  • Keep your HealtheLife logon ID and password safe, and don’t share them with anyone.
  • If you decide to download or print your personal health details from HealtheLife, you are responsible for keeping them safe.
  • Don’t access HealtheLife from publicly accessible devices or networks (such as Internet café kiosks and other public Internet access points) – this is a security risk.
  • Don’t access your health information in public areas where others can easily see your computer screen.
  • Always sign out of your session by clicking the Sign Out link at the bottom left of the menu where you see your name. Then close the internet browser.
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