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Veona Help Centre

Records Requests & Release of Information

When someone asks for a copy of a patient’s health record, Veona runs it through one controlled, audited workflow called Release of Information (ROI) — giving out a copy of a record to the patient, or to an authorised third party such as a lawyer, insurer, employer, court or another facility.

There are two front doors and one back office:

  • Patients ask for their own records from the patient portal — their right of access.
  • Third parties send their request by email, phone, post or in person; the front desk logs it on the patient’s behalf, capturing who is asking and their written authorization.

Both land in the same queue, where a records officer (the staff role that runs ROI end to end) reviews the request, decides which record categories to release, fulfils it by compiling the approved record into a single encrypted pack, then discloses and delivers that pack — writing an immutable row into the accounting of disclosures.

This journey walks each step, with the patient self-service door covered in the patient-portal journey and the whole cross-surface flow drawn together in a workflow.

Guides in this journey

Section titled “Guides in this journey”
  1. Log a Third-Party Request at the Front Desk — a records officer captures a lawyer / insurer / employer / court / other-facility request that arrived off-portal, with its authorization.
  2. Review a Records Request — verify the requester and authorization, then approve, partially approve, or deny per category.
  3. Fulfil a Request — Compile the Records Pack — run the longitudinal compiler over the approved categories into one encrypted Medical Records Pack.
  4. Disclose and Deliver the Pack — share to the portal or mark for printed pickup; the immutable disclosure is logged.
  5. Read the Disclosure Log — Accounting of Disclosures — the compliance record of who received what, and when.