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
Responsibilities of the law firm 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.
Hospital, History, and EMS Itemized Service Standard
Timeline | Action | Procedure |
1-2 days | 1st Request | A request will be sent out via fax/email/letter mail
Courier Prepayment |
1 Day | Phone Call | A phone call is made to confirm receipt of request |
2 Day | Phone Call | A phone call is made to explain the urgency |
3 Day | Phone Call | A phone call is made to explain the urgency |
4 Day | Phone Call | A phone call is made to explain the urgency |
5 Day | Phone Call | A phone call is made to explain the urgency |
30-36 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
45 days
| Phone call | A follow up phone call is placed |
37 - 43
| Written reminder
| A reminder of outstanding request will be sent via fax/email/letter |
44– 50 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
50 -56 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
57 – 63 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
65 Days | Phone call | A follow up phone call is placed |
63 - 69 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
70 - 76 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
77-83 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
83-89 days
| Written reminder | A reminder of outstanding request will be sent via fax/email/letter |
90 Days
| Follow up 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