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For Patients > Frequently Asked Questions > Requesting Records

Requesting Records

• Why does my doctor already have my report, but it is not available in PocketHealth?

  Your doctor may be able to view your report in their hospital’s internal system before it is released to PocketHealth. Most exams appear in your PocketHealth account within a few days. In some cases, it may take longer if your exam has not yet been finalized or if your provider has specific release-of-information policies.

  If your exam was completed more than 72 hours ago and you still don’t see it in your PocketHealth account, please contact our Patient Experience Team at [email protected]. They’re happy to check on your request and let you know whether additional support is needed or if your exam is still within your provider’s normal transfer timeline.

• Where can I find my Medical Record Number (MRN)?

  You can find your MRN (Medical Record Number) on any paperwork you received from your facility related to your exams. If you don’t have this information, please contact your facility to obtain it so you can submit your request online.

• The email to activate my records expired, how can I access them?

  If your email to activate your records has expired, you can still access them by logging in directly to your PocketHealth account at pocket.health/login.

  Once you are logged in, you will be able to view and access your imaging and reports from your account.

• Can I request records from more than one provider?

  Yes. Each provider requires separate consent, so you’ll need to submit a request for each facility. All authorized records will be added to your PocketHealth account for unified access and sharing.

• When will my records be available in my account?

  Most records arrive within minutes of your request. In some cases, such as when you have an extensive imaging history or if your healthcare provider has placed a temporary hold, or your imaging site has a longer processing time, delivery may take up to 48 hours. In rare cases, it could take up to two weeks depending on where you had your imaging. If you’re concerned about a delay, our Patient Experience Team can help investigate and provide updates. You can reach them at [email protected].

• How will I know my records will be ready?

  You’ll receive an email from PocketHealth when new records have been added to your account. If you don’t see it, please check your spam or junk folder.

• Why haven’t I received my records yet?

  Some hospitals or imaging centers may take up to 14 days to process and release records. If it’s been longer or you need urgent access, please contact our Patient Experience team at [email protected].