Zweena

Call us: 877-848-4248

Frequently Asked Questions

About Personal Health Records

Question:

What is a health record?

Answer:

Every time you have a medical visit, the details about you and your health are recorded in a file. The majority of these records are kept on paper, although this is slowly changing. With your permission, trained Zweena staff collects these records and build your Zweena Health Record.

Question:

Where are my health records?

Answer:

At the offices of your various healthcare providers. Each record should contain your health history while under that doctor’s care. If you have been to multiple doctors, those records may or may not be included in your current medical chart, depending on the volume of material.

Question:

Am I required to pay for copies of my health record?

Answer:

Your healthcare provider is allowed to charge a reasonable fee for copies of your health record. The fee can only include the cost of copying (including supplies and labor), as well as postage, if you request the copy be mailed to you. If you request an explanation of this information, you may also be charged a fee for preparation of a summary.

About the Zweena Health Record

Question:

How does Zweena help organize my health records?

Answer:

At your request, Zweena will collect and assemble your medical records in a unique and secure digital format called your Zweena Health Record (ZHR). A ZHR can be created for your entire family, securely organized in one place.

Question:

How does Zweena collect my records?

Answer:

You provide Zweena a list of healthcare providers. Using your signed authorization, we request a copy of your records. This phase may require some collaboration between you, Zweena, and your healthcare provider’s office.

Question:

How does Zweena create my Zweena Health Record (ZHR)?

Answer:

Once your records arrive at Zweena, we will take the legible information from those records and create an electronic version of your ZHR. All paper copies are destroyed on the Zweena premises and only you have authorization to access the electronic ZHR. There may be some information that cannot be electronically entered; for example, an additional doctor’s notes that may accompany test results. Accuracy of your records is vital; therefore, no interpretation of handwritten notes is allowed. The hard data is what will be accessible for your reference, and the originals will always be available at your physician(s) office(s).

Question:

Does Zweena collect dental and vision records as well as prescriptions and all other health-related history?

Answer:

Yes. Your Zweena Health Record (ZHR) is a collection of all the records you request us to collect and can cover different aspects of your healthcare history.

Question:

What does my Zweena Health Record (ZHR) include?

Answer:

Your ZHR will include the following items:
  • Your personal profile
  • Your health history timeline
  • Your family health history timeline
  • Contact information of your entire healthcare team
  • Health insurance information
  • Health records you request: medical, eye, dental and other
  • Current medications and dosages
  • Your immunization record
  • Allergies or sensitivities to drugs or materials, such as latex or food allergies
  • Test results
  • Opinions of specialists
  • Emergency contacts
  • Health Community

Question:

How much does the Zweena Health Record solution cost?

Answer:

A Zweena membership is comprised of the following:
  • A monthly access fee
  • Options to purchase bundles of Zweena processed pages.
Monthly access allows full access to your Zweena Health Record when you need it. Our page bundles provide you with payment options to purchase the number of pages you will need to have Zweena collect and process your medical records to create your online Zweena Health Record. The more pages you purchase, the lower the price per page.

Zweena offers a variety of page bundles and payment options. See our website for details or call us at 877-848-4248.

Question:

How far back in my health history will Zweena be able to collect records?

Answer:

Medical providers usually store your medical records for up to seven years after you leave a practice. Zweena will make every effort to recover your records; however, information older than seven years may no longer be available. By creating your Zweena Health Record (ZHR), now, you know your health history will be available to you as long as you remain a Zweena member.

Question:

Can I add information to my Zweena Health Record (ZHR)?

Answer:

All clinical information is provided by your doctor. You maintain your personal, Insurance, Emergency Contact, Advance Directives, and Employer information.

Question:

Can I send my medical records directly to Zweena?

Answer:

You may send copies of your medical records to Zweena. We will designate that they were received by you and upload them as with medical records from other sources. You will still need to send us an Authorization To Release Medical Records so we can continue to update your Zweena Health Record.

Question:

Does Zweena provide a place where I can record a living will, organ donor preference, medical power of attorney or other related legal documents?

Answer:

Yes, your ZHR has a section where you may upload and store copies of any and all legal documents that are health-related.

Question:

Does Zweena provide support if I need to ask questions?

Answer:

You can email questions at any time to support@zweenahealth.com or call Zweena at 877-848-4248.

Question:

What happens to my record if I cancel my service?

Answer:

You many cancel your Zweena service at any time. If you decide to do so, you will lose access to your Zweena account but could access your information through your HealthVault account.

Question:

Can I make a Zweena Health Record (ZHR) for my entire family and have them accessible to me all in one place?

Answer:

Yes. With the correct authorization, Zweena will enable you to access your records along with the records of your family. There are a few rare exceptions related to older children.

Regarding Minor Children
Generally, parents and guardians have access to their minor children's health records. There are three circumstances where parents do not have access; however, access to parents may be permitted in these circumstances if permitted by state or other applicable laws:
  • When the minor is the one who consents to care and the consent of the parent is not required under law.
  • If the minor obtains care at the guidance of a court or person appointed by a court.
  • When a parent agrees that the minor and healthcare provider have a confidential relationship.

Question:

I am caring for an older parent. Can Zweena help?

Answer:

Yes, with the proper written authorization Zweena can create a Zweena Health Record (ZHR) for anyone in your care.

About The Zweena Advantages

Question:

Why should I choose Zweena over other PHRs?

Answer:

Zweena not only provides scanned, organized information but also creates structured health data. This is important because all health data, now and in the future, needs to be in a structured data format for the information to be efficiently and effectively shared amongst health providers.
  • With your permission, Zweena collects your information from each of your healthcare providers.
  • We believe a Zweena Health Record (ZHR) encourages you to be proactive about your health and to manage your healthcare.
  • Zweena gives you proprietary tools to put you in control of your health.
  • Zweena offers you an unbiased partner in your healthcare management, independent of your employer, health insurer or the government.

Question:

What is the Zweena process?

Answer:

First, with your permission, we contact your doctors and retrieve all your records. Next, our medical professionals input the data into our secure system to create your electronic health profile.

Question:

What happens if I change employers, insurance providers or my physician?

Answer:

Because your Zweena Health Record (ZHR) belongs to you, it is independent of your employer or insurance provider. It will remain in your possession and with your direction can be adjusted to reflect any changes in your employment status, insurance carrier or healthcare providers.

About Zweena Security and Privacy

Question:

How does Zweena ensure the security of my information?

Answer:

Protection against Interception & Tampering

To access your ZHR, you will be given a unique user ID and password that ensures your information cannot be viewed or changed by anyone else. VeriSign®, a nationally recognized SSL Certification Service, is used to validate that Zweena is communicating only with the certified user’s computer. Your communication with Zweena will be validated with the SSL service encrypting every keystroke and all data exchanged. A new validation is created every time and is never used twice, even by the same customer, so you can be certain that no one can pretend to be you. Even if someone intercepted the transmission, they would require military-level technology to have a chance at deciphering the code.

Protection against intrusion

Our systems are monitored 24 hours a day, 7 days a week against intrusion, both automatically and by security personnel. For your security, Zweena cannot share the precise nature of its defenses against electronic intrusion; however, for someone to electronically penetrate our system and get to your data, they would need to break through two firewalls, two intrusion detection systems (electronic intrusion monitoring) and then decipher our encrypted database.
The second component of security is physical security. Our computer center is staffed 24 hours a day, 7 days a week.

Protection against loss

All Zweena servers utilize redundant storage devices. If one server hard drive fails, the component can be replaced and continue operation without losing data. All Zweena servers are backed up daily, and we maintain secure off-site backups in two states, protecting you even in the face of a regional disaster.

Question:

Who can access my information?

Answer:

You are the only one with access to your Zweena Health Record (ZHR) through your secure user name and password.
Only you can grant authorization to anyone you choose. While Zweena takes strict measures to ensure security, part of that responsibility is shared by you. We cannot protect your information if you give your user name and password to someone else, or leave them exposed to others who then access your record.
If you elect to allow others to view your ZHR, they will be assigned their own user name and password that is linked to your ZHR.
No Zweena staff member will ever ask you for your password—we can’t even view it. If you have any doubt that someone might know your user name and/or password, please contact customer support immediately and we will help you generate a new password.

Question:

Can I tell if others have viewed my Zweena Health Record (ZHR)?

Answer:

Yes. Zweena keeps a log, tracking each time your ZHR is accessed. If you desire a complete list of all access events to your account, one can be provided to you by the Zweena Support Staff upon request.

Question:

What do I do if I forget my user name or password?

Answer:

Follow the instructions as part of your HealthVault sign in. A password reset link can be mailed to you. Security measures include proof of identity in order to reset your password. Remember, no member of the Zweena staff will ever ask you for your password.

Question:

Does Zweena comply with HIPAA regulations and standards?

Answer:

Although Zweena is not a healthcare provider, Zweena is in compliance with all HIPAA (Health Insurance Portability and Accountability Act) requirements for privacy, security and data collection of protected health information. HIPAA is an important personal right which seeks to guarantee your medical privacy and allows you to have a copy of your medical records. Your HIPAA protections are summarized by the US Department of Health and Human Services. Click here to download.

About Zweena Technology Requirements

Question:

What hardware is required?

Answer:

Your computer must meet the following minimum specifications:
  • A Pentium IV processor chip or higher
  • 128 Megabytes of RAM
  • Windows Operating System XP (Home Edition or Professional),Vista or Windows 7
  • Windows Internet Explorer Browser version 5.5 or higher
  • Video Card and Monitor capable of displaying 256 colors and 1024 x 768 pixel resolution
  • A functioning internet connection. While Cable or DSL is recommended, the system will work acceptably if your dial-up capacity is 56 Kilobits per second or greater.
MAC USERS

The ZHR has been designed using a Microsoft-based ASP.NET portal. Zweena has made every reasonable effort to ensure our functionality will work with current Apple OS and web browsers; however, some small amount of functionality may not be available to Mac users. If you encounter a problem, we suggest using Virtual PC, a Windows emulator created by Microsoft. All product testing has shown full compatibility with Mac users' accessing the ZHR via Virtual PC.

Question:

Must I use a computer to access my Zweena Health Record (ZHR)?

Answer:

The preferred means of accessing your ZHR will be online. However, if you do not have the availability of a computer, a paper-based copy of your ZHR can be provided upon request.