Frequently Asked Questions

1) How do I request my medical records?

You can click on “Patient Records Requests” on the top menu bar then choose from the options. Check that list for your provider’s name or office name. If you don’t find it there, click on “Request My Medical Records” at the top of that list and follow the prompts.

2) “Coming Soon”. What does that mean?

When a doctor’s office closes there is a transition period between when they close and when we receive full access to their records. In rare cases it can take several weeks to months for us to gain full access.

3) Why can it take up to 30 days to process my request?

Most states allow by law up to 30 days to process records requests. It can take that long for a variety of reasons including influx of requests, pulling your paper records from our Records Center to be scanned, or waiting for the complete data transfer from the doctor’s office. There is usually a transitional period between when an office closes and we get full access to the records.

4) It’s been over 30 days, why don’t I have my records yet?

When you filled out the electronic form you may have seen a notation in red saying “Coming Soon”. When a doctor’s office closes there is a transitional period between when they close and when we receive full access to their records. In rare cases it can take several weeks to months for us to gain full access.

5) Do you mail paper records?

No, we do not mail paper records. You can have records sent to you via secure email link (preferred) or mailed via certified USPS on a USB drive.

6) Why is there a fee for my records?

a. The fee charged is for the processing of your request, not for the actual contents of the records. The fee may include the cost of copying, extracting, and mailing the records, supplies, and labor costs for the time involved. Because we use our resources to reproduce a copy of the medical file, we are allowed to charge a fee.

7) Will you automatically send records to my new doctor?

a. No, we do automatically send records to your new doctor. A signed release form is needed in order to transfer records to your new doctor.

b. In order to send records to your new doctor please ensure that they can accept them via secure email link or USB drive. Please get correct email or physical address for us to send the records to.

c. It is highly recommended that you request the records for yourself and that you provide a copy of them to your new provider that way you possess a copy of the records for future reference.

8) How long do you store records for?

It depends on the contract that your provider has with Morgan Records Management and the state law in which your provider practiced. Most records are retained 7 to 10 years.

9) Why did my doctor’s office close?

In the majority of circumstances, we do not know the reason why your doctor’s office closed. Due to contractual privacy, we cannot provide you with the current contact information for your provider.

10) I already submitted my request to my doctor before they closed. Why do I have to submit another request?

We are unable to fulfill requests that were submitted to your provider. In order for us to process a request, we will need a signed release form to Morgan Records on file. We are not responsible if your doctor’s office was not able to process your request prior to their closure.

11) How will I receive my records?

On the release form you will choose how you want to receive them. You can have records sent to you via secure email link (preferred) or mailed via certified USPS on a USB drive.

12) What happens if Morgan Records does not have my records?

We only store records that were provided to us from your previous doctor. Most states have retention periods and if you were not seen by your doctor within that time frame your records may no longer exist.