Medical Records Procedures

Detailed Records for Outpatient or Inpatient visits

You need detailed medical records that are not in MyChart.

Patients have the option to submit medical record requests to HIM through their secure MyChart account. You will choose from a drop-down list of predefined options and will also enter the visit or discharge date and an explanation for the request.

Patients access this feature in MyChart by going to Menu - My Document Center - My Records - Click the "Click Here" link to open the request

Please note: This is a website feature only and is not available through the mobile app.

Available options in list:

• ED Reports
• Discharge Summary
• Operative Reports
• History & Physical
• Other

Self service

MyChart Medical Records Requests

• The request will be routed to the MC ROI Request In Basket folder and processed by HIM staff.
• Patients will be notified via email once their medical records are available for download within their MyChart account.

Medical Records Release of Information Form (Traditional Record Request Method)

Patients can submit a Medical Records Release of Information form to obtain the detailed records.

• Cleveland: Medical Records at 216.444.5580
• Florida: Medical Records at 954.689.5071

You Need More Information

You need medical records or test results that are not provided within MyChart.

Self service

Cleveland locations

http://my.clevelandclinic.org/patients-visitors/medical-records/default.aspx

After you are discharged or at the end of your care episode, you may request copies of the finalized patient record.

Contact Health Data Services for more information:

Phone: 216.444.5580
Hours: Monday - Friday, 8 a.m. - 5 p.m.

• Past appointment information will reflect in MyChart for the past (3) three years.
• Anything prior can be requested from Medical Records.

Patients can request from medical records two different ways:

1. Via form, please visit: http://my.clevelandclinic.org/patients-visitors/medical-records/default.aspx
2. From MyChart:
   1. Go to My Medical Record - My Document Center - My Records - click on the blue "Click Here" link
   2. Complete the request information - Click Submit Request.
      • Health Information has up to 3 business days to release the information to your MyChart account.
      • Once released, please return to the same page where you make the request to view and download the file.
      • The information is available for only 30 days in MyChart.

Any questions about medical records release can be directed to Health Information Management at 216.444.5580. Hours are 8 a.m. - 5 p.m.

Florida locations

http://my.clevelandclinic.org/florida/patients/doctor_visit.aspx

After you are discharged or at the end of your care episode, you may request copies of the finalized patient record.

Contact Health Information Management for more information:

Phone: 954.689.5000
Hours: Monday - Friday, 8 a.m. - 5 p.m.

CC London

To request your medical record via MyChart, go to Menu > Ask a Question > Customer Service Question > Medical Records Request.

Or contact London HIM at 0203 423 7000, ext. 38004

Release of Information to Patients' MyChart Account

Possible issues and support procedures for releasing medical records to patients through MyChart information.

Self service

HIM can release medical records to a patient through their active MyChart account.

When the record is released to you by HIM, you can view the information for 30 days. To access the released Medical Records, you will receive an email or message in MyChart notifying you that the records were released

1. You can log into MyChart and click on the hyperlink from the homepage. If the hyperlink is not available, you can click on Manage My Health Info - Download My Record. Click Requested Record (In London: My Record > Document Centre).
2. You will see the released records. Click the orange Download Records
3. You can download and save this information to your computer, flash drive, or print.

The records are available to you for 30 days. If the record status is expired or removed, you must contact HIM.

• U.S.-Based HIM: 216.444.5580
• London-Based HIM: 0203 423 7000, ext. 38004

For patients to request medical records from their MyChart account:

In London:

1. You should go to Communication > Messages > Message Centre
2. Click the blue button: Send a message
3. A pop-up box labeled "New Message" will appear. Click the Customer service question
4. From the menu, "What type of customer service question?" click Medical Records Request
5. You should type a subject and detailed message explaining your request and click "Send" at the bottom of the form.

In the U.S.: (Ohio, Nevada, Canada)

This feature is available on both the Cleveland Clinic MyChart website, as well as the MyChart mobile app:

1. You should go to Menu > Sharing Hub > Then select the option for Request formal copy of health record

Image content: This image is available to view online.

View image online (https://assets.clevelandclinic.org/transform/c12f231f-5583-4cb6-b390-57807cf56c8f/medical-records-1)

Image content: This image is available to view online.

View image online (https://assets.clevelandclinic.org/transform/5f958cba-c4b7-45ff-8f17-fce4a490ff42/medical-records-2)

2. You will then need to select the appropriate Cleveland Clinic service area(s), date range, and information to include before hitting the Continue button to submit.

3. You will then need to consent to the release of information by clicking on the I agree option before the Send Request button will be available.

For All:

Records will take up to 3 business days to release. Once released, the patient will receive an email notifying them that the records are available in MyChart. When you log in to view the records, you should follow the same steps as above. The file will be available for up to 30 days under the My Records section. You can print or save a copy of the records.

List of Possible Support Issues

You are unable to access a medical file in your MyChart.

If patients can view the file, verify if the verbiage "Expired" is displayed in the status column. Files are only available for 30 days after release. Patients should navigate to request medical records from their MyChart account or contact the corresponding HIM department for more information:

• U.S.-Based HIM Operations Department: 216.444.5580
• London-Based HIM: 0203 423 7000, ext 38004

Past medical records are no longer available and display "Removed" status.

Patients should contact the corresponding HIM department for more information:

• US-Based HIM Operations Department: 216.444.5580
• London-Based HIM: 0203 423 7000, ext. 38004

HIM does not have ROI for Proxy.

Records can only be sent to an adult patient's MyChart account. For minors, the patient should contact the HIM Operations department for more information.

Wrong Results or Incorrect Medical Information

Medical information in a patient's MyChart is wrong or inaccurate.

Self service

If you have any questions regarding information in your electronic medical record:

• You should contact your Provider's Office to correct/update/remove/provide information.

If there is a discrepancy or information that does not belong to you in your Medical Record:

• For patients in London, contact the Cleveland Clinic London Health Information Management team at +44 (0)20 3423 8004 or by email at HIM_London@ccf.org
• For patients in the U.S., contact the EMR corrections department to request an Amendment of Health Information. The phone number for this department is 216.636.2020. You can also locate the Amendment of Health Information form on clevelandclinic.org.
  • To locate the Amendment of Health Information form, go to: clevelandclinic.org
  • Bottom of the Home page, click on Notice of Privacy Practices
  • Under the Right to Amend section, click the hyperlink for Request for Amendment of Health Information PDF form
  • The instructions are listed on the form for how to submit

Patient Request for Amendment of Health Information

MyChart: You request an amendment of protected health information (PHI) in your Cleveland Clinic Medical Record.

Patients can complete this request via MyChart or by going to the Privacy Practices website.

Self service

Completing the request via MyChart:

Navigate to Menu > Request for Amendment of Protected Health Information

Once submitted, the request will route to Health Information Management

or

Provide the Request Form for Amendments form located on the Notice of Privacy Practices webpage.

1. Go to the Notice of Privacy Practices website.
2. In the Cleveland Clinic Forms section, click the Request for Amendment of Health Information form link.

For additional questions or information, patients can contact the Cleveland Clinic Privacy Office at 216.444.1709 (toll-free 800.223.2273, ext. 41709) or the Health Information Management Electronic Health Record Helpline at 216.636.2020

Medical Records Support Procedures

You have questions or wants more information about medical records.

Self service

Where is the authorization form to disclose protected health information?

http://my.clevelandclinic.org/ccf/media/Files/Patients/records-release-form.pdf

Who handles the disclosure management (release of Information) for the Cleveland Clinic?

IOD Incorporated is contracted to provide disclosure management services for the Cleveland Clinic.

Where can requests for medical records be sent via mail?

Mail to:

Cleveland Clinic
Attn: Medical Records Department
Mail Code Ab-7
9500 Euclid Ave.
Cleveland, Ohio 44195

How can copies of medical records be requested via standard or STAT processing?

• Call 216.444.5580 or fax 216.587.8043 between the hours of 8:00 a.m. – 5:00 p.m., Monday - Friday.
• Requests after 5:00 p.m. and weekends: Call Center phone 216.444.5582 or fax 216.445.6782.
• Florida Weston Medical Records: 954.689.5071

Do requests for medical records require a patient's signed authorization?

Yes, you must sign the authorization form before we are able to process their request.

What is a "STAT" medical records request?

An urgent request for a medical record in an emergent clinical setting, providing treatment for the continuity of care of the patient.

Please note: If you are scheduled to be seen in the future, please request records as far in advance as possible.

Are there other ways for practitioners to facilitate requests for medical records?

For Non-EPIC users, https://drconnect.clevelandclinic.org/MdConnect/Logon

Are there other ways for patients to facilitate medical records?

Yes, patients can access directly via MyChart free of charge. Some clinical documents may not be available.

What is the turn-around time for requests?

Non-STAT requests take an average of 10 business days. The processing time may vary due to a number of factors, such as patient care needs, availability of records, etc. For example, medical records stored off-site may take additional business days to retrieve and process.

Are there charges for copies of medical record?

Yes, there are charges due to the expense related in producing copies. The Ohio Department of Health governs allowable charges for patients, their representatives and other requesters. We strive to keep costs as low as possible for our patients and our current fee schedule for patients is below the allowable Ohio charges.

Please note: Records can be emailed form Medical Records for a flat rate of $6.50 plus tax.