Turn records requests into a guided, self-serve process.
Patients don't know which form to complete, what ID is required, or who to send it to. Chatref walks them through your process step by step and routes the completed intake to your HIM department — no fax, no hold time.
Featured on
Why it matters
The problem this solves.
The challenge
Patients need records but don't know your process — which form to complete, what ID is required, or how long it takes.
What it costs
HIM departments field calls and faxes for information patients could find themselves, delaying actual fulfillment.
The Chatref way
Chatref explains your records release process, collects the required details in chat, and routes the intake to your HIM team —
The Chatref solution
How Chatref handles records request intake.
A patient needs their records and visits your website. Chatref explains your release process from your HIM policies, guides them through the required fields, collects the necessary details, and routes the completed intake to your HIM team — ready to fulfill without a phone call.
Real questions
What Chatref answers here.
How do I request a copy of my discharge summary?
What ID do I need to request my records?
How long does it take to receive my records?
Can I get my child's vaccination records online?
How do I authorize release of my records to another provider?
Can I request records for a family member?
Loved by support teams
HIM teams processing requests without the phone and fax queue.
How hospital health information management teams use Chatref to handle records requests before they reach the department line.
Records request calls used to make up a third of our HIM department's phone volume. Chatref collects the intake details in chat and routes them to us pre-filled — we process them without a single follow-up call.
Patients understand the process before they ever call us. The intakes that come through chat are complete and accurate.
Chatref answers records questions from our own HIM policies, so patients get the correct process every time.
of records request intakes collected without a phone call to the HIM department
Non-English-speaking patients can now complete records requests in their own language — something we couldn't offer before.
Can a hospital chatbot handle records release requests online?
Yes. Chatref walks patients through your release process, collects the required information, and routes the completed intake to your HIM department.
What information does a records request chatbot collect?
It collects whatever your HIM process requires — patient identification, record type, date range, preferred delivery method, and any required authorizations.
How long does the records fulfillment process take?
Chatref answers this from your own HIM policy so patients get an accurate, specific answer — reducing follow-up calls to the department.
Can it handle requests for a family member's records?
Yes. Chatref explains your authorization requirements for third-party requests from your own policies, then collects the appropriate details.
Does it reduce fax and paper volume for the HIM department?
Significantly. Intakes collected in chat arrive pre-filled and ready to process — no fax, no paper form, no follow-up call required.
Make records request intake self-serve on your hospital website.
Point Chatref at your HIM policies, add the widget, and let it collect records request details and route them to your team — free to start.
Part of Chatref for Hospitals & Medical Centers · Healthcare hub · pricing.