Standard Request Plan

Alex Hrynkiewicz

Modified on: Wed, Mar 17, 2021 at 12:38 PM

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

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