> ## Documentation Index
> Fetch the complete documentation index at: https://help.clinikehr.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Client requests about their record

> Answer a client's request for a copy of their record, a correction, or a list of who it was shared with, inside the legal deadline.

export const Path = ({steps = []}) => <span className="ck-path">
    {steps.map((s, i) => <span key={i} className="ck-path__step">
        {i > 0 ? <span className="ck-path__sep" aria-hidden="true">
            ›
          </span> : null}
        {s}
      </span>)}
  </span>;

export const Availability = ({editions = ['all'], plans, roles, note}) => {
  const list = editions.includes('all') ? ['clinic', 'pharmacy', 'lims'] : editions;
  return <div className="ck-avail" role="note" aria-label="Feature availability">
      <span className="ck-avail__label">Available in</span>

      {list.map(e => <span key={e} className={`ck-pill ck-pill--${e}`}>
          {EDITION_LABELS[e] || e}
        </span>)}

      {plans ? <span className="ck-avail__label">Plan</span> : null}
      {plans ? <span className="ck-pill ck-pill--plan">{plans}</span> : null}

      {roles ? <span className="ck-avail__label">Who</span> : null}
      {roles ? <span className="ck-pill ck-pill--role">{roles}</span> : null}

      {note ? <span className="ck-avail__note">{note}</span> : null}
    </div>;
};

<Availability editions={['all']} plans="All plans" roles="Owner, Manager" />

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.

| Request | Deadline | Extension |
| - | - | - |
| **Copy of record** | 30 days | One extension of 30 days |
| **Correction** | 60 days | One extension of 30 days |
| **Accounting of disclosures** (who the record was shared with) | 60 days | One extension of 30 days |
| **Do not share a self-paid service with the health plan** | 30 days | One extension of 30 days |

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

<Path steps={['Dashboard', 'Audit Log']} />

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](/practice/work/client-security#disclosure-accounting)), 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 <Path steps={['Settings', 'Client Portal']} />, 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](/platform/security/data-export) 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.


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