Frequently Asked Questions

Question: I have received a letter from my doctor. How do I order my medical record(s)?

Answer: Please fill out and submit a Medical Record Request Form

Question: I've requested my medical records and I'm still waiting for someone to get back to me.

Answer: An RSRS customer service representative will follow up in the next few days. If your request is of an urgent nature, telephone RSRS at the number below or email us through our contact form.

Question: My medical records have not arrived. How long will they take?

Answer: To export, pack, ship, receive, organize, prepare, scan, quality check, archive, copy and send your medical records can take from 6 to 8 weeks. If your order is taking longer than 8 weeks or is of an urgent nature, please contact RSRS at the number below or email us through our contact form.

Question: I sent in my Authorization Form, did you receive it?

Answer: Once we receive the Authorization Form, the information must be entered into the system. Give us a few business days to register receipt of your form. If you'd like to receive a confirmation of receipt, please send us a note using this contact form.

Question: Did you receive my FAX?

Answer: Facsimile transfers are received by secure FAX server and can not be searched by customer service representatives for privacy reasons. RSRS will respond to your FAX within 3 to 5 working days, if a response is required.

Question: I did not receive the email I was told to expect, (I have my username but I have not received my password).

Answer: About half of the people who call RSRS to tell us that they haven't received an email they expected, end up finding it in the "junk" folder of their email application. Please check your email junk folder and if you don't find our email there, please let us know us using this form and provide us with your email address again, just in case.

If you have an additional question or concern, please submit the Help & Support form.

If your concern is of an urgent nature, contact RSRS by phone at 1‑888‑563‑3732.

Are you a patient looking for your medical record? Please click here.

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