Frequently Asked Questions

Health Bank One™ enables you to request records from any provider or organization.

To request records from a new provider:

1. Select the “Providers” icon in the bottom navigation and click “Add Provider”.

2. Search using the provider’s name or by the organization name along with the city and state for the location you visited.

3. In the search results, select the location you visited.

4. Select that you want to retrieve records and choose whether you want to share records with this provider as well.

5. Once you authorize the connection, select the type of records you want to receive (medical records, images, or billing records) and how you would like them delivered. If your provider has your records available electronically, Fast Digital Download will be the fastest, most convenient way to get your records. If that isn’t an option, choose Standard Delivery and Health Bank One will reach out to your provider on your behalf. It may take one to two weeks to retrieve your records.

If you have already connected to a provider or organization and wish to order updated records:

1. Select the “Records” icon in the bottom navigation and click “Order Records”.

2. You will see a list of your Connected Providers. Select the provider from which you want updated records

3. Select the type of records you want to receive (medical records, images, or billing records) and how you would like them delivered. If your provider has your records available electronically, Fast Digital Delivery will be the fastest, most convenient way to get your records. If that isn’t an option, choose Standard Delivery and Health Bank One will reach out to your provider on your behalf. It may take one to two weeks to retrieve your records.

One of the biggest benefits of Health Bank One™ is that you can consolidate your records from all the providers who have provided you with care. That includes doctors, hospitals, imaging centers, dentists, optometrists, pharmacies, specialists, any provider. And Health Bank One can retrieve your records regardless of whether the provider can share them electronically or can only share through manual formats like fax or CD. Health Bank One will retrieve your records and digitize them, if necessary, to consolidate them in your app. You can order medical records, images, and even billing records. Simply choose what type of records you want when you connect with your provider.

Yes. The 21st Century Cures Act mandates that healthcare providers, including doctors, must provide their patients with access to their electronic health records upon request. So, if you are having a hard time getting your medical records from your doctor, you can remind them about the law so they know they are out of compliance. Alternatively, you can join Health Bank One™ and we will reach out to your caregivers to remind them of the law and retrieve your records on your behalf. We have maintained a 100% success rate in retrieving records on behalf of our members.

The 21st Century Cures Act mandates that healthcare providers, including doctors, must provide their patients with access to their electronic health records upon request or they run the risk of being out of compliance. Health Bank One™ removes obstacles that occur with noncompliant healthcare providers. We will reach out to your healthcare providers to remind them of the law and retrieve your records on your behalf. We have maintained a 100% success rate in retrieving records on behalf of our members.

The 21st Century Cures Act mandates that your doctor must provide electronic access to your health records upon request without excessive fees. When you join Health Bank One™, we will reach out to your doctor to remind them of the law and work to retrieve your records on your behalf without you having to pay to retrieve them. We have maintained a 100% success rate in retrieving records on behalf of our members.

One of the many benefits of membership in Health Bank One is the simple, repeatable process for ordering your medical records from the doctors, hospitals, and healthcare providers you've visited. Under the 21st Century Cures Act, healthcare providers are required to make your medical records available in an electronic format. Health Bank One will retrieve your electronic records and we will work with non-compliant healthcare providers to retrieve your non-electronic records as well. We have maintained a 100% success rate in retrieving records for our members. Non-electronic records will be digitized and added to your Health Bank One account, so you have a consolidated, personal health organizer in the palm of your hand.

If your healthcare provider is compliant with the 21st Century Cures Act, then Fast Digital Download is likely available to retrieve your medical records instantly. Simply follow the prompts within Health Bank One™ mobile app, select Fast Digital Download, and log into your provider’s portal.

For providers that are not compliant, Health Bank One will still work on your behalf to retrieve your records, however, those medical record requests may take one to two weeks to fulfill.

Yes, that is one of the greatest benefits of Health Bank One™. You have control over your medical records and can proactively share them with your doctors and healthcare providers to help you get the best, most complete care possible. In fact, tell your doctor about Health Bank One so they can get electronic access to your medical data immediately and free of charge.

Yes, you can easily share your information stored in Health Bank One™ with anyone you choose. You have control over your medical records all in one place so you can easily download them to share with anyone you think needs them. Please remember to securely share your records as they contain your private health information.

The 21st Century Cures Act mandates that providers must provide patients with electronic access to their health records at little to no cost. Health Bank One™ will contact your provider and dispute the charges on your behalf. If the provider continues to block your access to your records, we will work on your behalf to escalate the issue with the Office of Civil Rights, the ASTP/ONC within the Department of Health and Human Services, your state’s Attorney General, and/or your state’s Medical Board.

Sharing your records with your doctor is completely up to you. The Health Bank One app simplifies the process of consolidating and sharing your records. You can easily download your records to your mobile device and share them via the various share options on your device. (Please remember to securely share your records as they contain your private health information.) Also, if your doctor is a member of Health Bank One, they can receive your records instantly when you provide your consent.

The Health Bank One™ healthcare provider directory is constantly being updated with healthcare providers. If you complete a search and don’t see your provider, simply click the "?" button in the top right corner of the Search Results page. You will be prompted to submit a request. Please include the full name of your healthcare provider along with the specific location you would like added to our database. We will research the provider on your behalf and follow up with you via email regarding how to find them.

Health Bank One™ can retrieve your records through our Standard Delivery option. Simply go back to the order screen, select Standard Delivery, and our record retrieval specialists will work with your provider to retrieve your records.

Yes, you can. Please submit your request here, and a member of our support team will send you an encrypted email to securely share your records with us.

Medical record retention laws vary by state. Typically, physicians must keep patient records for at least seven years after the last treatment. Health Bank One™ will order records for the past ten years but can only retrieve those that have been retained by your provider. Ensuring you have all your records regardless of your provider's retention policy is one of the benefits of your Health Bank One membership.

If you are unsure if you had imaging done, we suggest you submit an order for them. Our record retrieval specialists will reach out to your provider to verify if images were taken. If there are no images in your file, the request will be closed.

Please submit a Support Request here and we will remove the information from your account. Unfortunately, Health Bank One™ is not licensed to verify and/or dispute the medical information included in your records so you will have to reach out to your provider directly to discuss the discrepancy. After you have disputed the information with your doctor, please feel free to submit a new record request so that we can obtain the updated information.

If you are connected via Fast Digital Download and have opted to keep the connection open, your records will automatically be updated when you visit your doctor. If you opted to drop the provider connection or did not have access to Fast Digital Download, you will need to request updated records after a new visit. Your new record request will automatically order any new records since the last record request.

When you order new records via standard delivery, the date will automatically be updated to include only records from your last visit to now. You can also use the notes field to include any key details of the specific records you are requesting. If you utilized Fast Digital Delivery and opted to keep the connection live, your records will be automatically updated when you visit your doctor.

Typically, offices will centralize their records. So, when searching for a new provider, search by the Organization name instead of a particular doctor. Health Bank One will order your records from all doctors within that organization.

To remove a provider, select “Providers” on the tool bar in the Health Bank One™ mobile app. Next, select the provider you wish to delete. In the top right corner, you will see three dots. Click those dots, and you will see a “Disconnect" button.