Some Hoosiers say COVID-19 testing process is confusing

Karey Banfield never got email with her results
Testing for COVID19.JPG
Posted at 12:24 PM, Jun 25, 2020
and last updated 2020-06-25 19:15:06-04

INDIANAPOLIS — State health officials say COVID-19 testing is crucial for identifying and treating people who are infected with the virus.

As of this week, more than 431,883 tests have been administered in Indiana, records show.

But some say the testing process is more confusing than they expected.

Karey Banfield has asthma and other underlying health conditions, so she decided to get a COVID-19 test at a Walmart on US-31 on the south side—one of the testing sites listed on the state’s website.

Her first appointment was canceled.

“I was supposed to get tested June 1 and then I got an email that it was canceled,” said Karey. “So that's why I rescheduled it to June 8."

Karey says she swabbed her nose, gave them the sample, and went on her way.

She expected an email about her results in 3-5 days, as her paperwork indicated.

But as the days passed, Karey didn’t get an email in her inbox or spam folder.

She called the testing site’s customer service number.

"I left a message for someone to call me back," said Karey. “I still haven’t heard from anyone.”

As she approached day 11 with no email about her results, Karey reached out to Call 6 Investigates about the delay.

“Maybe I’m a fluke, maybe mine just got messed up,” said Karey. “I thought somebody needs to check into it because it's not OK."

Call 6 Investigates reached out to the provider, eTrueNorth, who told us Karey’s specimen was posted to her account on June 9—the day after her test.

“All of our testing participants receive an email notification when results are available for their review,” said Coral May, CEO & President at eTrueNorth in an email to RTV6. “At that time, the participant logs back into the website to review their results and print a report."

We shared this information with Karey, who says she never got an email, but after several tries, she was able to log into the website to get her results.

Karey tested negative for COVID-19 and was able to learn more about her results when clicking on the word “negative” on the website.

She found the testing process confusing and wants to share her story to help others.

"There are elder people who don't really use the computer or who aren't computer savvy,” said Karey. “If I'm having difficulties I can imagine what they're going through. I was trying to do my part and go get tested."

eTrueNorth says results typically take 3-5 days and you should get an email from them.

If you don’t get an email, trying registering and logging on through the website

Their customer service number is 1-800-317-1789 and email is

Registration for testing at an ISDH/Optum site is required and can be completed at or by phone at 888-634-1116.

Hoosiers will not be charged for testing, and insurance is not required. If you have private health insurance, please bring that information with you.

Questions about COVID-19 may be directed to the ISDH COVID-19 Call Center at the toll-free number 877-826-0011 (available 8 a.m. to 5 p.m. daily).