FAQs

Frequently Asked Questions

Below are frequently asked questions on MyHealthChecked, SARS CoV-2 coronavirus and COVID-19. You can click on the headings below to skip to the relevant section.

Travel related FAQs

MyHealthChecked related questions

SARS CoV-2 coronavirus and COVID-19 questions

SARS CoV2 RT PCR assay questions

Who is this test suitable for?
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The test can be used by both children and adults. An adult over 18 should perform the swab process for a child under 12 years of age. The test is suitable for anyone who has mild or moderate symptoms or believes they may have been exposed to COVID-19 through close contacts or community exposure. The test is also suitable for individuals to see if they are positive for the virus prior to making life decisions on travel or meeting with friends or family. Note – anyone with Coronavirus symptoms can get a free test on the NHS

I am due to travel and need a negative test result. Can you guarantee I will receive this before I fly?
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MyHealthChecked provides a COVID-19 PCR Test Certificate for all negative and positive results. Please note that if your intention is to travel following a negative test result, it is your responsibility to check the travel certificate requirements of the airline destination, including the test collection time frame requirements. This may vary between 72 hours to 7 days before flying. The maximum number of hours or days prior to your flight in which your test needs to have been taken varies depending on airline and travel destination. Please check with them directly before booking your test to confirm the correct time frame and it is your responsibility to take the test within this time frame.

We commit to returning results within 24 to 48 hours of received your sample in our lab. 
For urgent tests, you are welcome to use a guaranteed overnight courier.

Will I be able to receive my test results within 48 hours of posting to the lab?
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We commit to returning results within 24 to 48 hours of received your sample in our lab. However, in some cases this window may not be achieved. MyHealthChecked accepts no responsibility for delays in results or liability for any costs arising from any delay, disruption or cancellation of your travel plans directly or indirectly caused by the requirement to produce a travel certificate.

Will the information I receive on the Test Report satisfy all country entry requirements?
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We offer PCR Covid Tests for travel. Our service is included in the UK Government’s official list of compliant providers.

MyHealthChecked will provide details on the Test Report of name, date of birth, test used, sample matrix and test result. Up to date guidance can be found for each destination, including entry requirements by visiting https://www.gov.uk/foreign-travel-advice.

Will a PCR Test Certificate be accepted for my place of travel?
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Up-to-date guidance can be found for each destination, including entry requirements by visiting https://www.gov.uk/foreign-travel-advice.

What do I do if I have not received my results?
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You should expect to receive your results within 48 hours of receipt at our lab. If you have not received your results within the expected timeframe then please contact us at [email protected] and we will look in to the reason for this

Can I test my children with the swab?
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Yes, children can be tested but an adult should help them with collection of the nasal sample as detailed in the Instructions for Use.

What payment options are there? Can I pay over the phone?
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All orders can be placed through our website here.

How will my test be deivered?
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All orders are sent via Royal Mail Special Delivery Guaranteed by 1pm.

How will I return my test?
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Each test kit includes a prepaid Royal Mail return bag. Place your kit inside the bag and post in a Royal Mail Priority Post Box.

Do I need to be at home when my order is delivered?
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If you need to reschedule your delivery, this can be done through the Royal Mail portal here

Can I change my delivery address after I order?
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If you need to change your delivery address, please contact our customer care team as soon as possible to ensure your kit is sent to your preferred address.

What do I need to do before I collect my sample?
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Please refer to the Instructions for Use (IFU) included within the sample box provided. In summary, ensure you have activated your test here. Then ensure all of the components in the sample box are included as illustrated on the IFU. It is then important to complete the required details as requested on the biohazard sample bag and tube of PrimeStore® MTM inactivation media which is Date of Birth and date and time of nasal sample collection. Then wash your hands, clear your nostrils and you are then ready to take the nasal sample. https://myhealthchecked.com/activate-kit/

Why do I need to activate my test?
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This is essential so we can track your test results back to you efficiently and correctly. If the sample you send to us is not activated we will still process the sample in our laboratory and determine the result but we will not be able to inform you of the test results.

I have forgotten to activate my sample. What should I do?
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Please activate your sample as soon as you remember, we are not able to process the sample without it being activated. 

Why do I need to record my date of birth and the date and time I took the nasal sample?
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By recording your date of birth and the date and time that you took the nasal sample we will be able to locate your sample using a 2-factor authentication in case of queries. It is important these details match those registered online (activation process)

Do I put my name and/or address on the biohazard sample bag or tube?
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No, please just record your date of birth and time and date of collection of sample.

I am helping a friend to perform the test and registering it. Whose details should I register on activation and on the biohazard sample bag and tube?
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Please register your friends’ information in terms of date of birth and sample collection date and time of collection. It is important that these details match the details inputted when the test was registered online.

What is the sample type?
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The sample is a nasal sample. Instructions for how to take a sample are included in the Instructions for Use supplied with the kit. In summary, the tip of the swab provided with the kit should be gently inserted into one nostril until you feel gentle resistance. Hold the shaft of the swab and rotate 5 times for approximately 10 seconds, ensuring the tip of the swab is always in contact with the nasal wall. Repeat for the other nostril.

How do I know that I have taken the nasal sample correctly?
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The process for taking the nasal sample is very simple and is detailed in the Instructions for Use (IFU). However, if the sample was taken incorrectly this will be detected within the test in the laboratory and an invalid result will be presented. In some cases where the result is inconclusive we can repeat the test from the supplied swab sample. In other cases you will need to purchase a new test. The frequency of this occurring is very low as the process for taking a nasal sample is very straightforward.

I have collected the swab from my nostrils. Do I put it back in the bag it came in?
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No, please refer to the Instructions for Use (IFU) included within the sample box. The nasal swab should be sent to us in the sample collection tube. Please place the swab tip down (the tip is the part of the swab that you put first into your nostril) and then screw the tube tightly shut and shake the tube for 3-5 seconds.

What is in the sample collection tube?
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The PrimeStore Molecular Transport Medium (MTM) inactivates the virus (meaning it is no longer infectious), but preserves it for analysis in our laboratory. This means that the virus is deactivated or killed in the sample collection tube and so will not harm anyone should it spill or get opened before arriving in the lab for testing.

I have spilled the contents of the sample collection tube prior to adding my swab sample. What should I do?
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Please refer to the Instructions for Use (IFU) included within the sample box provided.

How is my privacy protected?
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All data is completely anonymized to ensure that your privacy is maintained throughout the process. We will not share your information with any third party. All samples are disposed of within 14 days, following analysis and report of the results to you.

Are there Healthcare professionals involved in determining my test result?
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Yes, the MyHealthChecked professionals will authorise every test result.

Is there a Healthcare professional I can talk to about my positive test result?
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Yes – if you have any questions following your positive test results – you can talk to one of our Healthcare professionals or our Customer Care team – using [email protected]

How will my results be shared with me?
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You will receive an email notifying you that your results are available on your dashboard ‘MyHealthBoard’.

What information will I receive with my results?
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On the report you will receive it will list your forename, surname, date of birth and passport number (as inputted). The report will also list the date and time that you took your nasal sample, as you inputted on the biohazard sample bag and tube of PrimeStore® MTM inactivation media. It also lists the sample type which is nasal sample and the test that it is run on. The test result is then shown for SARS-CoV-2

What happens if my test result is negative?
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Negative results should not be used as the sole basis to diagnose SARS-CoV-2: clinical correlation and other diagnostic information is necessary to determine patient infection status. Also please continue to follow government guidelines around social distancing, washing hands and covering your face to keep others safe – see gov.uk/coronavirus.

What happens if my test result is positive?
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A positive result means you have COVID-19. You should follow the up-to-date guidelines on what you should do next on the UK Government website – gov.uk/coronavirus

I have received an inconclusive result, what does this mean?
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This means we have not been able to confirm your test result for SARS CoV-2 and so it is inconclusive. The sample swab you have provided will be tested and a new result will then be issued to you within the next few days.

I have received an inconclusive result, what should I do next?
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You do not need to do anything as the swab you have sent can be re-processed by the lab. Unfortunately, this will mean a slight delay in getting your results to you.

I have received an invalid result, what does this mean?
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This means that a result could not be given due to insufficient sample being collected from the swab. This issue happens with very few of the samples processed. In this case you will need to reorder a test as we cannot use the swab you have initially sent. Please follow the instructions for use in the kit carefully regarding sample collection and sending back to our laboratory.

Where do I find my codes?
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Your sample barcode is located on the label on the PrimeStore® sample collection. Your return tracking number is located under the barcode on the return postage label.

I forgot to activate my test kit when I posted. What should I do next?
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Please activate the sample as soon as possible. When the sample is received in the laboratory we will continue to process it and determine whether the result is positive or negative but we will not be able to inform you of the test result until activation is completed.

I forgot to input the date and time and my date of birth on the tube of PrimeStore® MTM inactivation media but I put it on the biohazard bag – will this matter?
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It is better to have 2 records of this information, but we will still be able to process the sample and report the test results to you as long as the information is readable and clear on the biohazard bag.

I forgot to input the date and time and my date of birth on the biohazard bag – will this matter?
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As long as this information is clearly recorded on the tube of PrimeStore® MTM inactivation media then we will still be able to process the sample and report the results to you.

I forgot to input the date and time and my date of birth on the biohazard bag and on the tube of PrimeStore® MTM inactivation media- will this matter?

We will still be able to process your sample and the bar code will enable us to report to you your results but we will not be able to input the time and date that you performed the test on the test report that will be sent to you.

SARS CoV-2 coronavirus and COVID-19 Questions

Where can I get information on COVID-19?
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Please refer to the latest NHS information as well as helpful advice on the novel coronavirus on www.nhs.uk/conditions/coronavirus-covid-19 or at gov.uk/coronavirus.

What are the symptoms of Coronavirus?
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Please see gov.uk/coronavirus for all symptoms that are applicable to COVID-19. This website can support in giving information on how to protect yourself and others from coronavirus and how to get tested if you have common symptoms.

When can I get a test on the NHS?
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Please see gov.uk.coronavirus for all testing information that is applicable to COVID-19.

What do I have to do if I have a positive result?
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If you have a positive result, Government guidance is that you must self isolate. Please see gov.uk/coronavirus for further information.

How do I know if I have to self-isolate?
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Please refer to the latest NHS information and Government guidelines for helpful advice on the novel coronavirus on www.nhs.uk/conditions/coronavirus-covid-19 or at gov.uk/coronavirus

What do I do if someone in my household is diagnosed with coronavirus?
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If someone in your house has coronavirus symptoms, or a positive test result you must stay at home to protect others. Please refer to the latest NHS information as well as helpful advice on the novel coronavirus on www.nhs.uk/conditions/coronavirus-covid-19 or at gov.uk/coronavirus

How long will I be Covid-free for?
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Receiving a negative test result means that at the time the test was taken you did not have coronavirus. It does not preclude you from contracting coronavirus after the test has been taken. If you develop symptoms of coronavirus, or come into contact wth someone who has tested positive for coronavirus, please follow the guidance on gov.uk/coronavirus.

How long I can store them for before using them?

SARS CoV2 RT PCR Assay Questions

What is a qPCR Test?
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Our COVID-19 test uses a technology called polymerase chain reaction (PCR) to see if the virus is currently in your body. It works by detecting the genetic material in the virus called RNA. When your swab sample reaches the lab, a solution known as a ‘reagent’ is added to it. If the virus is in the sample, the reagent starts a ‘chain reaction’ which creates billions of copies of the viral genetic material. It is this genetic material, specific to the SARS CoV-2 virus that is analysed by our scientists.

Who will run my test in the lab?
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The test is intended for use by qualified scientists specifically instructed and trained in the techniques of RNA extraction, real-time PCR and associated genetic analysis.

What is the performance of the test?
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“The PCR test used by MyHealthChecked has shown excellent sensitivity and precision. Critically, results that are generated are in agreement with an international external quality assessment panel so you can be confident in the results given. Specificity is also very high which means it is very unlikely that you will be given a false positive test result (i.e told you have COVID-19 when you do not)
* In silico analysis did not identify any potentially amplifiable targets in other respiratory pathogens.”

Why is this a good test to use?
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The test is >99.9% accurate at detecting SARS-CoV-2. In addition, there are 2 RNA targets within the test to ensure a more reliable result as some other tests only have 1 RNA target.

Controls on the test 
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Internal control detects improper sample collection or poor-quality sample to give an invalid result, rather than giving a negative result

How long I can store the tests for before using them?
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The unused tests can be stored until the expiry date on the carton. However please note that you would need to ensure that the swab has been taken some days prior to the expiry date so that there is time for shipping to the lab.
Following collection of the sample though you would need to proceed as detailed in the IFU included in the test pack.