Turnaround time for requests depends mainly on the provider’s cooperation. While the majority of requests through DAS are resolved within a 30-45 day period, frequently within a week or two, others such as requests to large governmental agencies, i.e. Social Security Administration, Veterans Administration, etc... May encounter lengthy delays. HOWEVER, DAS will always follow up diligently for the quickest turnaround time possible, and we will keep you fully informed of any delays.
How do I know what’s going on with my orders?
The choice is yours! You can receive statuses via email, fax, or, we recommend using our state of the art “Docu-Trac” system. With Docu-Trac you can view the status of your requests 24 hours a day / 7 days a week. Docu-Trac is a complete discovery records management tool designed specifically for you. Call us for your complimentary copy and to get started with Docu-Trac today!
What happens if I don’t have an address for a provider?
Obviously, the more information … the better, but DAS’ private provider database tracks changes in provider information, including: forwarding addresses, current phone numbers and special instructions for how the provider’s process records requests. Give us the information you have, and our staff can do the necessary research to find the correct location and provider requirements.
In light of the HIPAA guidelines, can you still use subpoenas to get records?
Absolutely. While any state rules that may be more restrictive than the federal HIPAA guidelines can supersede HIPAA, the HIPAA guidelines do not invalidate subpoenas. Subpoenas that adhere to the proper process can and should be responded to by the provider. DAS will do our best to educate the providers on this point. However, it should be noted that some providers may take the conservative approach and release materials only with HIPAA consents, regardless of the fact that the subpoena is valid.
Does DAS dispute unreasonable copying fees with providers?
Yes. DAS as a general rule will dispute any copying fees from providers, or their copy service agents, that do not adhere to applicable state law. Should they choose not to adjust their fees, DAS will notify your office and will be prepared to serve a court order should you choose to do so.
I need my records “yesterday”, what can DAS do for me?
DAS can handle your requests in a highly prioritized manner. For rush requests, we will contact the provider prior to issuing the request. We may either fax the request, or we may deliver the request and pick up the materials on the same day. If the provider refuses to copy the file on their time, a DAS associate can copy the file on-site if necessary. DAS will work with the provider to get you your rush request items as soon as possible.
How do you handle uncooperative providers?
follows up with all providers in the same diligent and professional
manner. Our staff is trained to identify uncooperative providers, as
opposed to those experiencing genuine difficulty responding to our
request. We will alert the provider to the necessity of releasing the
materials and inform them that failure to provide the materials may
result in a court order. Should they fail to comply, DAS is prepared to
work with our clients and serve a court order. We are also prepared to
provide you with documentation for your files that will record the
What works better? A subpoena or an authorization?
While most may think a subpoena would be more “motivating” for a provider to release materials, it has been our experience that authorization requests result in a better compliance rate as well as more timely production of materials.
Does DAS advance fees?
Yes. DAS is prepared to advance fees to providers or copy services so you can receive your materials. Your office also has the option of providing DAS with “fee advance limits” that will allow us to issue these payments without any consultation with your office. The fee advance costs will be included in your final billing (which will be issued pursuant to your company’s billing instructions).
Does DAS get certified records?
Yes. Every request for materials from DAS has a “Certification of Record Custodian” attached. Our associates will advise the provider that the certification must be completed and attached with the records. If the certification is not provided, DAS will continue pursuit of the certification per your office’s direction.
What if the provider doesn’t have the requested materials?
Our certification of record form gives the provider an area to sign and certify that they do not have the requested materials. DAS will pursue these “Affidavits of No Records” as diligently as an actual record.
How long does it take to get records?
The entire process takes approximately five weeks including the 10-30 day notice period depending on jurisdiction. During this time the necessary research is done to verify the existence and location of records to save you time and money. In the case that the facility will not release the information over the phone, we will initiate the necessary paperwork to assure expedient processing. The remainder of the time is spent corresponding with the custodian and, once the records are obtained, carefully organizing, numbering, indexing, copying and binding the records so that they can be delivered to you in a productive fashion. If you are ever in a bind and need them immediately, there are instances when they can be obtained in a matter of days.
What type of records can you obtain?
We can obtain almost every type of record imaginable. Some of the types of records are medical, billing, x-rays, pathology, personnel and payroll, Workers Compensation files from employers, claim files from insurance companies, telephone records (local, long distance and mobile), bank records, pharmacy records, police records, fire records, driving records, academic records, ambulance records and business records of any kind.
Can I specify the way my records are indexed?
Yes. We realize that indexing provides a fast and reliable way to review the records. We try to customize each set of records as to the content. Since we do not use preprinted indexes, we will be more than happy to accommodate outside requests with regards to whatever sequencing you require. If you’d like us to deliver the records in the exact order in which they were produced, just let us know.
Will you call me for a fee approval before picking up the records?
Definitely. We realize that you have boundaries to work within and want to help you avoid any long term complications. It is fair to say that we have a good grasp of what the industry norm is for pricing. With the Senate bill guidelines, it is common for an average size hospital chart to be $125-175. If you have different parameters for a specific case, just let us know. Keep in mind that the lower this amount is, the more time will pass before the facility will start copying, thus delaying your records. Can I subpoena government records?
You can obtain government records with an originally signed release form by the individual to whom the records pertain. Social Security Claim records, Wage Information, tax returns from I.R.S. all take 3 – 6 months. DAS has full access to any necessary forms needed and can supply you with them upon request. Do you copy X-rays?
Yes. In most cases the turnaround time is 24 hours. However, if you need them sooner, every effort will be made so you can meet your deadline.
Will you direct bill my client?
Yes, with the appropriate information, we can direct bill your client. Once we have this information we will direct bill on all subsequent orders placed. This also applies to co-defendants ordering copies. Just send us your request with the necessary information. Unfortunately, we cannot direct bill individuals involved in a family law matter.
Will you split the taxable cost between all co-defendants?
Yes, but this information needs to be given to your representative at the time the order is placed. This eliminates any problems concerning billing when the records are delivered.
Do you charge a RUSH charge?
A RUSH charge is only assessed when the records are needed within 48 hours from the time the order is placed. This is due to the scheduling changes and possible overtime required to meet your needs.