Skip to content
Veona Help Centre

Log a Third-Party Request at the Front Desk

Not every records request comes from the patient. A law firm posts a signed authorization, an insurer emails a claim query, an employer phones, a court orders disclosure, or another facility asks for a transfer summary. These arrive off-portal, so a records officer (the staff role that runs Release of Information — ROI — end to end) logs them on the patient’s behalf, capturing who is asking, what they want, and the authorization that lets the facility release it.

Who / when: the Records Officer, whenever a request for a patient’s record arrives by email, phone, post or in person from anyone other than the patient. (This is a deliberate, restricted capability — only the records officer and an administrator can log and handle records requests; the general reception role cannot.)

We will follow Tunde Okafor, a records officer, logging a request from a law firm acting for the patient Amina Bello.

Before you start, you need the authorization as a file. A third-party request cannot be logged without proof the requester is allowed the record — a signed consent or court order. Upload that document to Amina’s record first (the portal/EHR encrypted document drop box), so you have its file reference to attach.

  1. Records Officer — open Records → Request Queue. Press “Log A Request” to open the intake form.
  2. Records Officer — search for and select the patient (Amina) with the patient picker. Every request is anchored to one patient.
  3. Records Officer — set the Requester Type. The choices are Authorized Representative, Lawyer, Insurer, Employer, Court and Other Facility (plus Patient for the rare case you log the patient’s own off-portal request). For our law firm, pick Lawyer.
  4. Records Officer — enter the Requester Name (the firm or representative) and an optional Requester Contact (email or phone for follow-up).
  5. Records Officer — choose the Channel the request arrived by: Front Desk, Email, Phone or Mail. (Portal is reserved for patient self-service and cannot be chosen here.)
  6. Records Officer — attach the authorization file reference. For any third party this is required — the form (and the server) will not accept a third-party request without it.
  7. Records Officer — tick the Record Types to release: any of Encounters, Clinical Notes, Diagnoses, Problems, Lab Results, Imaging Reports, Prescriptions, Vitals and Documents. Pick at least one.
  8. Records Officer — set the Scope From and Scope To dates (the window the records must fall within), choose the Delivery Method (Portal or Printed Pickup), and add an optional Purpose.
  9. Records Officer — press “Log Request”. Veona mints a request number and the request enters the queue in the Submitted state.

What happens next

Section titled “What happens next”

The logged request sits in the queue as Submitted, ready for review. A records officer assigns it (moving it to Under Review) and decides, per category, what to release — see Review a Records Request. Because this requester is a third party, the on-milestone patient notices that a portal patient would receive simply have no portal recipient here — the request is driven entirely from the staff console.

Follow the trail

Section titled “Follow the trail”