Update: this service standard is valid for all requests placed after March 15, 2021 

 

At Medchart, we are committed to providing our customers with the best possible service and experience for processing their medical record requests. This service standard outlines our commitment to you when working to retrieve your clients’ medical information.   

 



Our Promise to Your Organization 


  • Medchart will exhaust all reasonable avenues to retrieve health data in a timely manner (including the legal tools within our reach) 
  • Our customer success team will always provide the best possible service and support to ensure your happiness 
  • Best practices will be constantly communicated to set you up for success 
  • Like anyone else we are ultimately at the mercy of providers and their timeline 

 

Request Requirements 

  1. Client’s full name appears exactly as it appears on their driver’s license 
  2. Correct contact information of the healthcare provider including fax numbers and mailing     address 
  3. Signed HIPAA or HITECH authorizations form 
  4. Supporting substitute decision maker (SDM) documents if your client is under the age of     16 or has a legal decision maker 
  5. Client’s signature on consent forms matches exactly the signature on their driver’s             license 

NOTE: Our business intelligence and consent engine platforms benchmark retrievals across regions, authorizations types and request products. This benchmarking consistently shows that firm specific/personal/custom consent and authorization forms consistently return higher average turnaround times and fees due to the confusion and extra workload these forms place on healthcare providers.


We highly recommend opting to use Medchart's advanced and electronic consent forms for the optimal retrieval experience.

 

Medchart Quality Assurances 

  • Medchart will confirm accuracy of patient identifiers including name, date, or birth and or social insurance number 
  • Medchart will confirm records received are for the right time  
  • Medchart will confirm records received are for the right provider  Medchart will confirm records received are for the right product (records, imaging, billing) 
  • Medchart will confirm records received have no outstanding transactions  
  • Medchart will confirm records received have no partial or illegible pages  
  • Medchart will confirm additional add-ons are received such as chart certifications, affidavits and or DWQs  

 

Provider Fees  

  • Medchart will request approval for any provider fee, if rejected Medchart will respond to the provider within 1-2 business days  

 

Updating Requests  


  • If a consent is rejected Medchart will communicate the same to the requester and or patient within 1-2 business days.  
  • Upon return of an updated consent Medchart will resubmit the request within 1-2 business days.  
  • If the requester wishes to change the request details (date range, items being requested), Medchart will communicate the same to the provider within 1-2 business days.  
  • If a request is cancelled, Medchart will communicate the same to the provider within 1 business day.  





Provider Standard Follow Up Schedule  

 

Timeline* 

Action 

Procedure 

1-2 days 

1st Request 

A request will be sent out via fax/email/letter mail 

3 Day  

Phone Call 

A phone call to confirm receipt of request. 

 6 days 

Written Reminder 

A reminder of outstanding request will be sent via fax/email/letter  

 10 - 15 days  

 

 

Phone Call 

A second phone call will be made to follow up on the request and inquire on any necessary payment. 

20 day 

Written Reminder 

A reminder of outstanding request will be sent via fax/email/letter  

30 days  

Phone Call 

A third phone call is placed to determine status and reason for delay. 

30 days 

 

 

 Written Reminder – 30 Day Warning 

 

 

A due notice will be sent via fax/email/letter mail  

40 days 

 

 

Past Due Notice 

A past due notice will be sent via fax/email/letter mail  

45 days  

Phone call 

A fourth phone call is placed to stress urgency and relay that the provider is not complying with applicable legislation. 

 

55 days 

 

 

Written Notice 

A past due notice will be sent via fax/email/letter mail with potential complaint warning depending on the type of request. 

 

60 days  

 

Phone call triggered the day after the batch is sent. 

Phone call if transaction was completed  

This is to ensure payment was received and the request was/will be processed  

65 days – Final Notice 

 

 

Written Notice 

A past due notice will be sent via fax/email/letter mail with complaint filing notice depending on the type of request. 

 

Weekly Automated Reminders 

 

 

Written reminder 

Ongoing delinquent notices with a notice of complaint filing to relevant regulatory body. 

90 Days  

 

Cancel ROI  

This is assessed on a case by case basis depending on the status of the request at 90 days. 

 

*Actions listed will be completed within this order. The timeline is meant only as a general representation of our efforts when undertaking an outreach. Weekends, holidays, office closures, request specific developments and external factors will influence the exact timing of any given action in the timeline.