Patients' Frequently Asked Questions
Looking for more information or have a support question? Please review the answers to the frequently asked questions below before contacting our support team.
You may find the answer to your question right here on our website without needing to contact a support representative.
How long does it take to receive my medical forms?
It will take up to 15 business days for you to receive your records. If more than 15 days have elapsed since you submitted your request, please use the form below to contact us. If it has not been 15 days yet, we sincerely appreciate your patience as we work on your request.
How will I receive my records?
There are two options for delivery of records. You will receive either a download link via email (Secure, Encrypted, & HIPAA Compliant) with your records or you will be mailed an encrypted thumb drive (Encrypted, Password Protected, & HIPAA Compliant) with your records on it. You can choose the option that you prefer. All files will be electronic.
What do I get when I request my records to be sent via mail?
You’ll be mailed an encrypted and password protected thumb drive containing your records. To retrieve your information from the thumb drive, you will need to input a unique password. The password to access your thumb drive will always be included in the package or envelope we send to you. Please always check any package you receive from us carefully to ensure you’ve retrieved everything that we sent.
When I choose to receive my records via email, what does it mean “requesting a secure email?”
At Desert River Solutions, we use secure, encrypted software to transfer your medical records to you electronically via email. We will only use the email address that you specify in your records request. The email we send will contain a secured link to access your records.
Do I need a special kind of email to receive a secure email?
No. You can use your regular email address to request your records via email and receive the secure email. Gmail, Outlook, Yahoo, AOL, MSN, iCloud, etc. will all work. You do not have to have a specific email provider to receive your records via email securely.
We strongly recommend using an email address that only you (the requester) personally has access to. Please do not use a shared or public email address.
When I receive my records via email, does the link expire?
The secure, encrypted link that we email to you will expire 30 days after you receive it. When you receive your download link, we strongly recommend downloading and saving the files locally on your computer as soon as possible.
What can I do if my link expired?
If it has been less than a year since you requested your records, please use the form below to contact us and ask for a new link. If it has been over a year since you requested your records, you will need to submit a new release form and start the process again.