Have questions or need help?

After Requesting

  • How long does it take to receive my imaging records?

    PocketHealth is electronically connected to your imaging provider (and over 500 other imaging providers across North America), meaning that there is typically no clerical or manual processing related to retrieving your records.

    That means that once your consent is provided for a particular imaging institution, within a few minutes you can expect to receive an email notification that all historical exams have been added to your account. If you have a very large record set (some patients have hundreds of historical imaging exams!), this may take up to 48 hours.

    That said, exams that you recently had done may take longer to be added to your account. Typically, this is because their radiologist report may not yet be written (this can take upwards of a week after your exam date, based on your hospital/clinic,how specialized your exam was and their average turnaround time) and if your hospital/clinic puts a hold on record release for new records. That said, because we are electronically connected to your imaging provider, as soon as your hospital/clinic has finalized your recent imaging exam and approved it for release you will receive it automatically in your account within a few minutes!

  • I didn’t receive a confirmation email

    The confirmation email is likely in your spam or junk folder. If you still cannot locate your access link, contact our Patient Support team at [email protected] using the email address included on your online or in person request for records and we will be happy to resend the email to your account.

  • I haven’t received my records

    It can take some facilities up to 14 days to process records, especially recently completed exams that might require time to be read by radiologists, uploaded and released. If it has been more than 14 days or you need your records more urgently, please contact our Patient Support team at [email protected]