Medical Records Request Policy
MedicalMex may assist patients in requesting medical records related to services coordinated through our platform. Because care episodes often involve multiple independent providers, clinics, laboratories, and hospitals, MedicalMex operates strictly as a facilitator of record requests on behalf of the patient and is not the legal custodian of medical records.
All medical records are created, maintained, and controlled by the healthcare providers who delivered the medical services. MedicalMex does not guarantee possession of complete medical records and cannot independently release records generated by third-party providers.
How to Request Medical Records
All requests must be submitted by email to:
The request should include:
MedicalMex may request additional identity verification or documentation to process the request.
Authorization Requirement
Because healthcare providers typically require formal authorization before releasing records, MedicalMex will send the patient an Authorization to Act on Patient’s Behalf form after receiving the request.
MedicalMex will issue this authorization within up to 10 business days after the request email is received. Record requests cannot be submitted to providers until the signed authorization form is returned.
Processing Time
Once the authorization has been completed and returned, MedicalMex will submit the request to the relevant healthcare provider(s).
Due to the involvement of multiple independent medical entities, medical record requests may take up to 30 days or longer to process.
Patients should be aware that healthcare providers — particularly those operating in international jurisdictions — maintain their own administrative timelines, legal requirements, and procedures for releasing medical records.
MedicalMex cannot guarantee that providers will respond within a specific timeframe.
Third-Party Provider Control
All healthcare providers retain full legal control over their medical records and determine whether, when, and how records are released. MedicalMex does not have the authority to compel a provider to release records or accelerate their response.
Privacy and Compliance
MedicalMex processes personal and medical information solely for coordination and patient support purposes. Where applicable, MedicalMex follows privacy standards consistent with the Health Insurance Portability and Accountability Act (HIPAA). However, some healthcare providers involved in treatment episodes may operate outside the United States and may be subject to the medical privacy regulations of their respective jurisdictions rather than HIPAA.
Important Notice
By submitting a medical record request through MedicalMex, patients acknowledge that:
For all medical record requests, please contact:
