At Medchart, we are committed to providing our customers with the best possible service and experience for processing their medical record requests.
It is our commitment to meet or exceed the following standards.
Update: this service standard is valid for all requests placed after March 15, 2021
Law firm responsibilities- To avoid delay in retrieval
- Provide accurate healthcare provider contact information for where the request should be sent.
- Verify that the requested provider address is correct before submitting the request to Medchart.
- Prior to submitting a request, upload all required supporting documentation for substitute decision makers who have signed consents.
- Respond in a timely manner to inquiries from the Medchart team.
- Respond in a timely manner to approve or reject healthcare provider fee estimates or invoices.
Provider Standard Follow-up Schedule:Timeline
Action
Procedure
1-2 days
1st Request
A request will be sent out via fax/email/letter mail
15 days
Reminder fax
A reminder will be sent out via fax/e-mail/letter mail
30-36 days
Written reminder
A reminder of outstanding request will be sent via fax/email/letter
30 - 36 days
Phone call
A follow up phone call is placed
37 - 43
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
44– 50 days
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
50 -56 days
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
57 – 63 days
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
63 - 69 days
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
65 Days
Phone call
A follow up phone call is placed
70 - 76 days
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
77- 83 days
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
84-89 days
Written reminder
A reminder will be sent out via fax/e-mail/letter mail
90 Days
Follow ups discontinued
*Actions listed will be completed within the indicated timeline falling on the next available business day.
The request will not go on the batch letter in the following scenarios
- The request has a pending transaction
- The request is on hold
- Communication is paused
Rejection of Fees or Estimates
- If fees are accepted, then payment will be issued to the healthcare provider by Medchart immediately and the request will continue to be processed normally.
- If the law firm rejects the invoice or estimate from a healthcare provider, then we will send out the rejection notice and written message directly to the healthcare provider.
- If a revised invoice or estimate is received by Medchart, we will seek approval from the law firm before proceeding to pay the invoice or approve an estimate.
- If the revised invoice or estimate is rejected by the law firm then the law firm will be given the option to cancel the request or engage the healthcare provider directly over the phone to attempt to negotiate another revised invoice.
Request Outcomes
Fulfilled- We have received requested medical records from a healthcare provider and all outstanding invoices have been paid.
- We have receive a written confirmation that no records exist within the specified timeframe for a patient who has been seen at that healthcare institution or by the specified provider.
- A request will be fulfilled if we receive written confirmation that the patient has never been seen at that healthcare institution or by the specified provider.
Cancelled
- A request will be cancelled if providers contact information can not be confirmed and there is low confidence that we have the correct information on-file.
- A Request will be cancelled if no response is received from the law firm after three follow-ups