Frequently asked questions

How will my doctor(s) know they can release my records to you?

Once you have created your Medchart account, you will be asked to provide an electronic signature consent granting Medchart permission to access your records on your behalf. We will send that form to your doctor who will then know that we have your permission to release them to us.  Infrequently it may be necessary to use a physical or “wet” signature to secure your records.

What if I can't remember the names of all my doctors?

That’s ok, you can search from our database and/or provide us with as much information as you can remember. We will work on tracking them down.

Can I add records to Medchart so I don't have to request them again?

Yes! Once you’ve created your account you can upload any records you already have to the online patient portal.

Can I share records with family or my other doctors?

Yes. You can easily share your records with anyone you wish by entering their information in your patient portal.

Do I have to pay for my medical records?

Certain fees may apply for requests for medical records from a Custodian covered by the Federal law including the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).  Under the HITECH Act, Custodians can charge a flat fee of $6.50 or, alternatively, a “reasonable, cost-based fee” for producing electronic records requested directly from the patient.  

Custodians may charge a reasonable, cost-based fee for paper records   Most but not all Custodians will be covered by HIPAA and HITECH.  For example, if your doctor does not maintain or transmit records electronically, allowable costs will vary from provider to provider.  State law may also provide restrictions on fees for providing medical records.  Under Texas law, for example, if your medical records are provided on paper, Custodians may charge a reasonable, cost-based fee of no more than $25 for the first twenty pages and $.50 per page for every copy thereafter. For records provided in electronic format, Custodians may charge not more than $25 for 500 pages or less; $50 for more than 500 pages. Allowable charges for copies of diagnostic imaging studies (e.g., x-rays) are no more than $8 per copy.    

Unfortunately, this means that fees are passed on to patients (if applicable).

If my provider charges to get records, will I have to pay those charges?

While you have the legal right to your health records, physicians and hospitals may charge a. reasonable, cost-based fee to get copies of your records. If your providers send us an invoice after submitting your request, you will be given the option to pay these fees through Medchart.

How do you keep my information private?

Your privacy is our number one priority. Medchart operates with several safeguards to ensure the privacy of your personal information.

Medchart uses industry-leading encryption technologies used by major banks to secure your information, and continuously monitors and upgrades our systems on new developments. Data is encrypted at rest and in transit using advanced AES-256 and 2048-bit SSL protocols. Access to your online profile and medical records is protected by your personal login details. A 2-factor authentication system (a verification code sent to your cell phone or email at time of login) minimizes the chances of unauthorized access in case your login details have been stolen.

Any of your personal information which Medchart collects via this Site is subject to the Medchart Privacy Policy, which can be found at https://www.medchart.com/privacy

Does Medchart own my health records?

No! Your personal health information will always belong to you.

How long will it take to get my records?

The process of obtaining copies of your records may take up to 30 days, but we can often get your records quicker than that. You can check the status of your record requests on the Order History page in your Portal.

How far back can you get records?

If your records exist, we will track them down. That being said, under Federal law, physicians, hospitals, and insurers must maintain records for at least 6 years from their creation.  States have different rules, that can be as short as 5 or as long as 10 years.   Keep in mind, however, that many physicians keep records beyond these timelines.

Can you get my psychiatric records?

Psychiatric records can be a bit trickier than regular medical records. It is at the mental health professional’s discretion whether to release psychotherapy notes (notes that a mental health professional takes during a conversation with a patient) or not. But that exception does not apply to information about medications prescriptions or dosages for example.

Can you get records from dentists and optometrists?

Yes, with the possible exception of psychotherapy notes, we can get records from any Custodian that stores your Personal Health Information.

PRIVACY FAQ

What you need to know about privacy

What is privacy?

When we talk about privacy, we mean that we respect your choices about the collection, use and disclosure of your Personal Information.

What is breach of privacy?

Breach of privacy, confidentiality, or security refers to the unauthorized access, collection, use, or disclosure of any Personal Information, including Personal Health Information.

What is personal health information?

Personal Health Information is Personal Information relating to the past, present, or future health status of an individual that is created, collected, transmitted, or maintained (collectively, “Processed”) by health plans, health care clearinghouses, health care providers who transmit health information electronically, and/or business associates of those covered entities (“Custodians”). This includes health information that can be tied to an individual through identifiers such as: name; address; email address; telephone and fax numbers; social security numbers or other government issued IDs; insurance, medical record, or other account numbers; biometric identifiers; photographs or images; device identifiers; or other persistent identifiers that can reasonably be used to identify an individual.

What is NOT personal health information?

Data from which all personal identifiers have been removed, such that the information cannot reasonably be used to identify the individual, is not considered personal health information.

What does Medchart do with my health information?

With your consent, Medchart helps you consolidate and access your health information in a secure online account. Specifically, we:

-  collect copies of your official medical records from your healthcare providers;

- if necessary, convert your paper records into an electronic format, and promptly and securely dispose of the paper copy;

- upload the electronic copy of your records onto a secure, encrypted online database;  

- allow you to access these records on your personal password-protected Portal on our website;  and

- allow you or your Authorized Representative to authorize other users (such as your healthcare provider, family member, or lawyer) to securely access your records.

How does Medchart protect my personal information?

The safety and privacy of your information is our top priority, and Medchart has deployed appropriate physical, administrative, and technical measures designed to safeguard your Personal Information against theft, loss, unauthorized access, copying, modification, use, disclosure and disposal. These measures include appropriate security policies, employee training, the use of nondisclosure agreements, audits and compliance monitoring, and access controls (facility and workstation).  Medchart uses strong encryption technologies to secure your information, and monitors and upgrades our systems to reflect new technology and other developments. Access to your online profile and medical records is protected by your personal login details. We strongly encourage you to take advantage of our optional 2-factor authentication system (a verification code sent to your registered cell phone or email at time of login) to minimize the likelihood of unauthorized access in case your login details have been lost or stolen.

Who does Medchart give my Personal Health Information to?

Medchart only discloses your Personal Health Information to you, your Designated Representative, and/or anybody you have expressly directed us to disclose that information to (e.g. substitute decision-maker, family member, healthcare provider). Medchart does not sell your personal information or Personal Health Information to anybody.

What is a substitute decision-maker, also known as a Personal Representative?

A Personal Representative, in relation to an individual, means, unless the context requires otherwise, a person who is authorized by law as a substitute decision-maker to consent on behalf of the individual to the collection, use or disclosure of Personal Health Information about the individual.  If you are unable to give consent with regards to your personal information due to reasons of competency or consciousness, the consent decision falls to the lawfully-appointed substitute decision-maker such as a parent or guardian. This person is bound by law to act on your behalf and must make decisions based on their belief of what you would wish done if you were able to decide.

Can my spouse/partner/family/friends ask medchart to access to records?

No, Medchart cannot disclose any of your Personal Information unless you have given express consent to disclose information to that individual or that individual is your Personal Representative.

If the terms of use change, is it my responsibility to determine if a change was made?

We will frequently update the terms of use and notifications of these changes will be published on the website. On the terms of use page, you will see the date of the most recent update. We suggest that you check the terms of use regularly to see updated information.

If I don’t agree to a change in the terms of use, do I need to stop using the portal?

If you don’t agree with our terms of use, you have the option to stop using our portal. You may download all of your Personal Health Information and delete your account; in which case your information is permanently erased from the Medchart servers.

Does my Personal Health Information become Medchart property?

No. Your information remains your property. Occasionally, we may need to use de-identified information (information from which all personal identifiers have been removed), for example, to present user statistics. The process for de-identification of Personal Health Information is strictly regulated by Federal and State law.

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