Revised Process for Health Records Requests during Canada Post Strike

Updated: December 17, 2024


*UPDATE* 


Canada Post has announced their employees will return to work on December 17, 2024 and the resumption of postal services is to begin. 

We continue to expect some delays as they work through their backlog. To see the official statement from Canada Post, you can click here. We can continue to courier requests on an as needed basis. If you are interested in adding a courier to your request, please contact our Customer Support Team for further assistance. 

Note: We couriered out packages from November 15, 2024 to December 9, 2024 as a courtesy during this strike.

We appreciate your continued cooperation and patience during this time. 


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In response to the ongoing Canada Post strike, Medchart has implemented temporary adjustments to ensure the timely and secure processing of health records requests. While we prioritize digital solutions to minimize delays, some healthcare providers may be impacted by limited mail services, potentially delaying the release of records or acceptance of payments by cheque.

This document outlines the revised process, emphasizing our commitment to working closely with providers and customers to overcome these challenges and maintain seamless access to health records.


1. Delays 

Healthcare providers may experience delays in:

  • Accepting requests via mail
  • Receiving mail reminder packages 
  • Mailing records to our office 
  • Accepting payments made via cheque

2. Alternate Delivery Methods

To reduce delays, we are working with healthcare providers to explore alternative delivery options, including:

  • Email: Secure transmission of health records, where permissible.
  • Fax: Providers may fax records directly to us or a designated secure fax line.
  • Public Portal: Online secure website URL. 
  • Chart Assist: A custom release of information tool available for clinics. 
  • Courier Service: When necessary, we will coordinate courier arrangements for urgent requests or bulk request receipt (more than 10).

Important: Customers should inform us of any urgent deadlines or delivery requirements so we can communicate these needs to the provider.


3. Payments to Providers

For providers who typically require payment by cheque:

  • We will work with providers to explore alternative payment methods, such as electronic transfers and credit card payments, where possible.

4. Contact Information

If you have questions or concerns about your request, please contact your customer experience associate via email. 

Responsibilities of Customers

To help us facilitate the release of your records during this time:

  • Provide accurate and complete request information.
  • Notify us immediately if your request is urgent or time sensitive.
  • Be prepared for potential delays and maintain regular communication with our team.

Acknowledgment

We appreciate your patience and understanding as we navigate these challenges. Rest assured, Medchart is committed to advocating for timely access to your health records and will continue to work with healthcare providers to minimize delays.

* If you have any questions or concerns regarding this process - please contact us at [email protected] *