When a patient requests access to medical records, what steps should you take?

• A. Verify identity, provide or send records per policy within legally mandated time frame, and protect too much information.
• B. Ignore the request until the patient signs a form.
• C. Provide all records without verification to speed up process.
• D. Share records with anyone who asks.

Answer: (A)

When a patient asks for their medical records, the guiding approach is to protect privacy while honoring the patient’s right to access. Start by verifying the requester’s identity to make sure you’re releasing information to the correct person or an authorized representative. This helps prevent unauthorized disclosure and is a fundamental safeguard for PHI.

Next, locate the requested records and provide them through the appropriate channel within the legally mandated time frame. Delivering records promptly and in the format requested (for example, securely via electronic access or paper copy) is essential, and you should follow your facility’s policy to ensure consistency and compliance.

At the same time, avoid over-sharing. Review the materials to redact information that isn’t part of the patient’s own record or that must be withheld to protect others’ privacy (such as information about another individual or sensitive third-party data). The goal is to release what the patient is entitled to, without exposing information that isn’t permitted.

Document the request and the steps you took—from verification to delivery and any redactions—so there’s a clear record of compliance. If the request cannot be fulfilled in full for any reason, provide a clear explanation and the applicable process for escalation or appeal.

Options that would ignore the request, bypass verification, release records without safeguards, or share information with anyone who asks would violate privacy protections and are not appropriate actions.