Skip to main content
A client can ask you for four things about their record, and each has a deadline. This page covers how the requests reach you, how you answer them, and what the client sees. The deadline runs from the day you received the request. An extension needs a written reason and has to be made before the first deadline passes.

​
Where the requests arrive

A client who is signed in to the client portal makes a request from Privacy & Security; it appears at the top of the Audit Log, under Client requests about their record, and the owner and managers get a notification. A request that reached you on paper or at the front desk goes in with Log a client request: choose the client, what they asked for and the date you received it. Only an owner or a manager sees this section. Each request shows how many days are left, or Overdue once the deadline has passed.

​
Decide a request

  1. Select Decide on the request.
  2. Choose Accept, Accept in part or Deny.
  3. If you accept in part or deny, write the reason. It is required, and the client can read it in the portal.
  4. Select Save decision.
Once you have provided what you agreed to, select Mark copy provided, Mark correction made or Mark accounting provided. For a correction, a clinician records the change as an addendum on the record; a signed note is never rewritten. To extend a deadline, select Extend 30 days and give the reason. You can do this once, before the deadline passes.

​
When a correction is refused

The client can add a statement saying why they disagree. It appears on the request and you can answer it with Write a rebuttal. Both are kept with the request and the client can read them.

​
Answering an accounting or a payer request

For an accounting, open the client’s Security tab and use Disclosure accounting (see Restrict a client to assigned staff), then export it and send it to the client. For a request not to share a self-paid service with the health plan, record it under Services not shared with the health plan on the same tab, then mark the request done.

​
Giving a client a copy

  • If Allow clients to download their own record is on in , the client can download a readable copy and a data file straight from Privacy & Security. It contains what they can already see in the portal, so the sections you have not published to the portal are listed as not included.
  • Otherwise, or if they ask for more, export their record from Export your data and send it by a secure channel. The request stays in the queue until you mark it done.
Every request, decision, extension, statement and rebuttal is recorded in the audit log.

​
Check it worked

  • Log a test request: it appears with its deadline.
  • Decide it: the client sees your answer on their Privacy & Security page.

​
Common issues

I cannot see the section. It is for owners and managers only. Extend 30 days is not offered. A deadline can be extended once, and only before it passes. I cannot save a denial. A refusal needs a written reason.