FAQs for patients desiring to obtain copies of medical records stored at an Iron Mountain record center

Who is Iron Mountain, and why do they have my records?
Your medical facility has designated Iron Mountain to store and distribute medical records and radiology films of patients.  Iron Mountain is a reputable and professional company that has been in the records storage and management business since 1951.

I have already sent a request to the medical facility, so do I need to fill out another for Iron Mountain?
Yes. You will still need to sign a new release form authorizing Iron Mountain to release your copies of your record and make payment arrangements prior to Iron Mountain releasing the record.

I received my file but it was not complete what should I do?
Please provide details with as much information as possible, and indicate which records/films you believe are missing (name, date of birth, medical facility where treatment was received, description of missing item(s)). We will investigate and call you as soon as possible.

Can you give me an idea of when I will hear from you?
Due to the volume of requests and records we are receiving, it may be several weeks before your record is copied. Requests are processed in the order they are received.  Our goal is to have your record ready for delivery within one week of receipt of your request.

What are your hours of operation?

Although business hours vary by location, typical hours are 7:30 AM to 4:30 PM - Monday through Friday.

Will my copies be sent overnight?
No. We are use the United States Postal Service - First Mail.

Can I pick up my copies?
No, all records/films must be mailed.  Our facilities are secured and the general public is not permitted.

Can you read something to me over the phone from my file?
No. According to federal and state regulations, the information in patient records is confidential and can only be released to an authorized recipient.

Why do I have to pay if I submitted my form prior to Iron Mountain taking over?
Iron Mountain will be receiving all medical records and radiology films from the closed medical facility. Iron Mountain will fill all requests not yet processed as of the facilities' closing. The fees being charged for medical record copies by Iron Mountain are legislated by state regulation. The charges are associated with the retrieval, photocopying, logging and actual postage of each request.

Will you accept cash?
We cannot accept cash. A money order or personal/certified check is acceptable.  If you prefer, you can visit our website at www.ironmountain.com to pay with an electronic check or credit card.

Can I fax my form to you?
No. Unfortunately, we cannot accept faxed requests. An original signature is required on the authorization form.

Can I request the file for my relative?
Yes, but only if you are the legally authorized representative of the patient as appointed by the Courts. A brief explanation of the situation is necessary along with a copy of any supporting legal documentation (i.e. Power of Attorney, Executor of Estate Papers, Death Certificate) must be submitted with the request for release of information.

Can I request a file for a non-relative of whom I am Legal Guardian?
Yes, as stated above. You must also provide a copy of supporting legal documentation with the request for release of information.

Can my doctor request my files?
No, only the patient can authorize Iron Mountain to release a copy of your medical records or radiology films. The patient must complete and submit both the request for the release of information and we will be happy to mail the medical record copies to your doctor at the address you indicate on the release of information form.

Can I request the medical records of my child?
Yes. As long as you are the parent or legal guardian of the child.

Mail completed authorization to:
Iron Mountain
Imaging/ROI Department
8200 Preston Court
Jessup, MD, 20794
410-792-0136 ext. 242 (phone)
410-792-0799 (fax)