Improving the records request process for patients

In the following slides, we’ll share 6 things you can do. Even 1 or 2 of these changes can make a big difference.

Include plain language instructions on your website.

1 Include plain language instructions

Make instructions clear, simple, and easily available — on your website, in your patient portal, and at the point of care. For example:

To get your medical record:

1. Log in to your patient portal
2. Go to the “Get my record” tab
3. Choose how you want your record delivered
4. Get updates at each step along the way

1 Include plain language instructions

Address common questions about:

• Options for making the request (patient portal, paper form, or other)
• How long the process will take
• Requesting a partial record or a full record
• Fees for records
• Caregiver access
• Troubleshooting

1 Include plain language instructions

Make sure your staff have this information so they can answer any questions patients have. Use the same process across your organization to reduce confusion.

Let patients request records directly from their patient portal.

2 Let patients request records via portal

Let patients request records directly from their patient portal.

This can make it faster and easier to verify their identity.

2 Let patients request records via portal

Clearly state alternative options — for example, phone or email — for patients who don’t have internet access or aren’t comfortable using portals, and for caregivers who don’t have access to the patient’s portal.

Make record request forms easy to use — online or on a mobile device.

3 Make your forms easy to use

Make your forms easy to use:

• 1 Create a fully online process.
• 2 Keep it short and use plain language.
• 3 Group related fields together.
• 4 Clearly indicate which fields are required.
• 5 Use skip logic and autofill features.
• 6 Avoid Reset and Clear buttons.
• 7 Make error messages obvious.

Create a fully online process.

Use online signatures instead of requiring paper.

Keep it short and use plain language.

Include tips and definitions where needed.

Group related fields together.

Make each field the right size and format for the answer.

Clearly indicate which fields are required.

It’s quicker for users, and helps create accurate, error-free requests.

Use skip logic and autofill features.

Use online signatures instead of requiring paper.

Avoid Reset and Clear buttons.

Make sure your users can’t erase all their answers by mistake.

Make error messages obvious.

Tell users how to fix their mistakes.