Requesting From Patients
Accessing Patient Records
Resources for Administrators
PocketHealth is a secure, online storage hub for your medical imaging records - accessible by you from any device, anywhere in the world. Your imaging information is important to you and your physician, and PocketHealth puts it in your control.
For patients, this means when you visit an imaging center that is linked to PocketHealth you will be able to receive a permanent, digital copy of your imaging record and share easily with any healthcare professional. For hospital imaging departments and community-based imaging facilities, PocketHealth means replacing time-consuming CD burning, significant cost savings and happier, more engaged patients. Lastly, for healthcare professionals PocketHealth means instant, in-browser access to your patients imaging (even days before the appointment) and easy EMR lodging for future access.
PocketHealth works directly with qualifying imaging centers to link their local Picture Archiving & Communication System (PACS) to the PocketHealth platform. PocketHealth integrates easily with any PACS and, once linked to the platform, imaging centers have the ability to send any imaging record securely to their patients.
For patients, the process to request and access your imaging record on PocketHealth is simple:
Once a patient creates their login credentials and accesses their first set of records, their account and all records within it are securely and permanently stored for future access. Additional records requested in the future from any linked imaging center will automatically appear in the same account and records can easily be shared with any healthcare professional.
Any type of medical imaging file, including X-Rays, Ultrasounds, CT scans and MRIs can be securely transferred, viewed, stored and shared using the PocketHealth platform. In more technical terms, PocketHealth is designed to accept any DICOM file, as well as any radiology report file format (HL7, PDF, etc.).
Your trust is important to us, and we are dedicated to maintaining your privacy. We meet all United States and Canadian health data privacy requirements, use the same encryption standards as banks and federal governments, and meet or exceed all requirements established in the Health Insurance Portability and Accountability Act (HIPAA) and Personal Health Information Protection Act (PHIPA). All of your scans are securely linked to to a personal identifier (such as your health insurance number, medicare number or OHIP Card number) and, once you create an account and access your results for the first time, are also secured by the login credentials you create. Every time a record is added to a PocketHealth account, it needs to be manually verified via a unique personal identifier entered by the account holder before any personal health information is released. Robust security tools allow patients to regularly update their passwords, revoke credentials from users they have shared with and even delete their record permanently if required.
Reliable imaging record access through PocketHealth equips patients with the tools to become truly active participants in their own care. With the ability to easily access and control where their health record goes, patients can become more engaged, informed and empowered to make a difference in their own health.
The ability to access and share your records in diagnostic quality means patients avoid unnecessary tests or repeat radiation when prior exams are required by a physician and can’t be quickly located. Instant, remote sharing also means you can leave the CD behind and save multiple trips acting as a courier between your imaging center and your consultation (tip: you can request your record remotely as well). By sharing your record days before your consultation your physician, chiropractor or physiotherapist can spend your in-clinic time delivering direct care, not loading a CD or reviewing imaging for the first time.
Lastly, with PocketHealth you also have the option to upload and digitize any imaging already in your possession like old CDs or records currently stored on USB, and truly complete your imaging record. That way, even if your hospital/clinic isn’t part of the PocketHealth network, you can upload and share a comprehensive capture of your imaging record, in full diagnostic quality.
The bottom line: your PocketHealth account means you and your healthcare providers receive secure access to the imaging information you need, when you need it. By building and maintaining your imaging record over time on a permanent storage platform like PocketHealth, you can have the peace of mind that when you or your healthcare provider need a prior study quickly, it’s only a click away.
To access your record(s) online through PocketHealth, we need you to first give your consent to have your information released from your imaging provider. You can give your consent by visiting www.pocket.health/requestrecords and searching for your imaging provider or by filling out a paper consent form at the location your exam was performed.
Patients under the age of 12 must have a delegate enroll on their behalf in order for them to enroll for PocketHealth. The delegate must electronically submit their verification document (i.e. driver’s license if they are a parent/guardian) when you enroll online.
Every time you choose to add records from a new imaging provider to your PocketHealth account, you are required to pay a $5.00 transfer fee. This transfer fee allows you to add all past imaging records from that imaging provider. These records will then be stored permanently in your PocketHealth account, and you will never pay an additional transfer fee to access, download or share those records ever again — they’re yours, forever.
After a while, you may return to your imaging provider to have additional imaging exams done and you may want to update your account with that newer imaging as well. No problem — at any time, you can update your account and receive all of the new imaging records. Since this was a new transfer, it does require another $5.00 transfer fee. Once you’ve paid that, these records will work just like your previous ones: they’re stored permanently without any further fees (ever), and you can share, access and download them as many times as you’d like.
One last twist: since its possible that you may have to return to get new imaging done unexpectedly days after you just paid a $5.00 fee to update your account (bad luck!), every time you update your account or receive records from a new provider, we also give you 14-day grace period. That means that any exams you undergo for the 14 days following a payment are added to your account as part of the transfer you already paid for, without any extra charge.
A quick note: if you receive regular imaging exams, want to add family members to your account or want to request many records from multiple hospitals/clinics and are looking for another payment option click here to learn about PocketHealth Connect, a new option for more frequent users.
At the end of the day, we believe that a $5.00, non-recurring fee for electronic access beats taking time off work, travelling back to a hospital, paying for parking, and picking up a CD (which sometimes has its own $10.00-$20.00 fee!). But rest assured: if you do prefer a CD that is completely fine, and your clinic or hospital would be happy to burn one for you if you give them a call beforehand.
Another, newer, payment option is PocketHealth Connect. For an annual fee of $49 you can receive all existing and future imaging exams from any of the 500+ hospitals/clinics we are connected to. You can also add up to 5 family members to your account and request for them as well without incurring further fees. Lastly, you can upload unlimited records from a CD or USB to your account, if you have any from the past. This payment option is beneficial for patients who want the convenience of not having to complete payment for each transfer, if you have multiple family members that need their imaging records, if you have records from various hospitals/clinics or are expecting to have frequent medical imaging exams. Should you wish to update your subscription, click here.
If you decide later to end your subscription, don’t worry — all of the records that you and your family members received will still be stored permanently in your account, and you will still be able to access/share them with any doctor as many times as you want without any further payment.
Give us a call, toll-free, on our patient support line 1-855-381-8522 and a PocketHealth representative will be able to remove the transfer fee linked to your record request. We believe in a Sustainable Pricing model (learn more here) with an affordable fee per record transfer from an imaging center. A key part of this model is that patients that don’t have the means to pay, don’t have to — no questions asked.
When you enroll for access at an imaging provider you will receive all available imaging records in your history there, without a limit to the number of studies. If your imaging studies are from a location that is different from the location you submitted your original request to, then you will need to submit a new request for another location. Each clinic or hospital group has their own online request form, and they each require your consent to having information released.
PocketHealth should not be used for any analysis of your imaging record unless you are a trained medical professional. Medical images require highly specialized training to interpret and often require a sophisticated DICOM viewer to aid analysis as well as full, professional understanding of your medical history. PocketHealth is a powerful tool for you to control and share your medical record, but that still means you should work closely and collaboratively with your physician at every step of your diagnosis and treatment plan.
If you’re not sure about which medical professional is best to speak to about a particular exam, try starting with the physician that referred you for the testing! For simplicity, you can find their name on the left of every exam you view, in case you’re not sure exactly who your referring physician was.
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, and how specialized your exam was and their average turnaround time) and if your hospital/clinic puts a hold on record release for new records (typically just a few days). 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!
All of the imaging in the exam(s) you have requested will be included in your record in their original diagnostic format (DICOM). These images also include a number of embedded attributes (e.g., date of exam, body part, patient identifier, etc.) that make up an important and essential part of your imaging record. You should also receive the typed radiologist report for the exams as well, though on rare occasion this may not be possible due to the individual policy of the imaging provider that transferred your imaging record.
By logging onto your account at www.pocket.health/login (or directly via the email you received) you have access to a wide variety of features. For example, you can:
Of course, the most important feature of PocketHealth is that your imaging record(s) will be securely stored in full medical quality that you can access and share at a moment’s notice. Finally: your health records, in your control.
Your records are stored permanently within your PocketHealth account for your future access. If you prefer to keep your records offline, you can always download your entire record onto your computer. You can also permanently remove all of your records from PocketHealth anytime, and revoke access from anyone you’ve shared your records with.
Please submit your request for permanent deletion to firstname.lastname@example.org. A member of our Support Team will walk you through several steps to verify your identity before processing your deletion request. Please note that deletion requests must be made from the email address associated with your PocketHealth account. This process will not impact the storage status of any medical imaging files at your imaging center or physician’s office.
If you believe any exams are missing from your account, please reach out to our team directly at email@example.com. Let us know the location you went to for your exam, the type of exam and date your exam was performed. With this information we can better advise you on how to access your exam.
Depending on the release of information policy at your imaging centre, your report may not be available through PocketHealth. Some imaging centers may require that your typed radiologist report needs to be released to you directly by your referring physician. If that is the case, please visit your referring physician to receive a copy of your report for your files.
You are able to view the status of your share, resend it or revoke access to your imaging at any time. To do so, please select ‘My Shares’ in your top menu and you’ll then be presented with a detailed history of how you have shared your records, with status logs and buttons that allow you to resend/revoke any past share.
While sharing and accessing imaging through PocketHealth is the fastest and most secure way for healthcare professionals to access imaging, we understand that certain healthcare professionals may prefer that you provide your imaging in the form of a CD or USB. If that is the case, you can burn your imaging records with a DICOM viewer onto a CD or USB directly by selecting the ‘Share My Records’ button within your account and then selecting “CD/USB”. You can then burn your imaging records onto a CD/USB in their original format, along with a DICOM viewer.
You can reset your password easily by visiting www.pocket.health/forgotpassword. After entering in the email address linked to your PocketHealth account, a message with instructions on how to set a new password will be automatically sent to your email inbox.
No, you do not need to have a PocketHealth account to view any imaging, nor are you required to create one at any point. No passwords or usernames to remember — simply click on your access link (if shared via email) or follow the instructions on the fax/printed and get instant, diagnostic-quality access to your patient’s imaging.
No. Share recipients of patient’s imaging records — i.e., healthcare professionals — do not have to pay to access records that are shared with them.
If your patient does not yet have their records on PocketHealth account please ask them to request their records and create an account by visiting pocket.health/requestrecords. From here they will receive access to their records and can then share their records through the ‘Share My Records’ panel.
If your patient already has a PocketHealth account, ask them to use the “Share My Records” function on their PocketHealth account to either:
Once your patient has shared records with you using one of the above methods, you can follow the appropriate steps below, based on which sharing method they chose.
No, logging into the patient’s account will not give you access to a diagnostic-quality viewer — just a patient-friendly, basic DICOM viewer. For that reason, it’s best to ask your patient to share using the “Share My Records” button. Using the intended Share functionality will also prevent your patient providing you with their PocketHealth password directly, or using their password on one of your computers, which may be retained inappropriately at your clinic.
If you prefer a CD vs accessing records electronically, you can ask a patient to select the “CD” option from the “Share My Records” panel within their PocketHealth account. They will then be able to burn a CD with a DICOM viewer right from home and provide it to you at the time of their appointment.
That said, we always recommend receiving electronic access to patient records via Email, Fax or Printed Page instead of via CD/traditional portals for a few reasons:
Again, if you’re not convinced just ask your patient to choose the ‘CD/USB’ option from their PocketHealth account and they’ll be able to burn a CD and provide it to you the old-fashioned way.
If they have not shared their records already, ask your patient to share their records with you by selecting the ‘Share My Records’ button within their account, and then select ‘Email’. Once you get your email (which typically takes a few seconds after your patient shares with you) simply click on the access link, enter the security code that was in your email message, and your patient’s imaging will be viewable / downloadable in-browser.
If you have not received the email notification for records, try checking your ‘Spam/Junk Folder’. If you’ve checked all your inboxes and the email is still not there, please ask your patient to check the spelling of the email they have for you, and send a new email share.
If they have not shared their records already, ask your patient to share their records with you by selecting the ‘Share My Records’ button within their account, and then select ‘Fax’. You can then check your incoming faxes and you will receive the records within a few seconds after your patient shares with you. Your fax will be one page containing an access link, security code and your patients date of birth. Simply click on the access link, enter the security code and birthdate that was on your fax and your patient’s imaging will be viewable / downloadable in-browser.
To initially access and view imaging in-browser you simply need a device with a modern web browser (on desktop computers/laptops we recommend Google Chrome) as well as an internet connection. Typically, any (somewhat) up-to-date Windows computer, Mac computer, Android/iOS tablet or Android/iOS smartphone will be able to access your patient’s records without issue. If you wish to download and view your patient’s imaging offline, please ensure you have a DICOM viewer as well as an appropriate reading platform suitable for your purposes.
Imaging records are stored permanently on behalf of patients, who can access it for as long as they wish. However your imaging access may not be quite as persistent, either due to security restrictions or the patient’s own decision to revoke access:
Imaging that is shared using the Email share function are available permanently unless the patient chooses to revoke it (which they can do at any time, from within their PocketHealth account).
Fax & Printed Page Shares:
Imaging that is shared using either the Fax or Printed Page share functions are available for 30 days following the fax time/page generation time, unless the patient chooses to revoke it earlier.
Any DICOM imaging from institutions your patient has requested records from and chosen to share with you will be available for your viewing/downloading (interested if a particular hospital/clinic is available? You can try searching here). Typically, radiology reports will be included alongside the relevant imaging study as well. To clarify further, technologist notes, requisitions or any other health documents like bloodwork, consultation notes and surgical notes are not available through PocketHealth at this time.
Yes – Records shared through PocketHealth are in full diagnostic quality and are never compressed. The PocketHealth image viewer (eUnity™) is Health Canada/FDA-certified for diagnostic use.
No. Your patient's imaging records are stored in their original DICOM format (uncompressed) and are rendered losslessly within your browser. All meta-data embedded within your patient's imaging (e.g., date of birth, unique identifiers, etc.) is retained as well. If you choose to download your patient’s imaging offline, the downloaded DICOM files will also be in their original, uncompressed format, suitable for diagnostic use.
No, you cannot. Please reach out to your patient directly and ask them to enroll for PocketHealth and then share their records with you, or request imaging access directly from the patient’s hospital/clinic. If the hospital/clinic’s PocketHealth implementation includes Provider-to-Provider Sharing functionality, they will be able to directly provide you with imaging access within a few minutes. Regardless of whether you receive imaging access directly from a patient or the patient’s imaging provider, you don’t need any software or a Pockethealth account to view/download the exams.
On PocketHealth you have the ability to view your patient’s imaging records (typically: DICOM imaging and radiologist reports) within your web browser in a diagnostic viewer. You can also import the imaging directly into your PACS (e.g., for further analysis, to facilitate billing or to lodge alongside related studies as a relevant prior) by downloading the patient’s imaging record in its original, uncompressed DICOM format. Files are downloaded as a ZIP and only contain the selected DICOM files and a DICOMDIR, to facilitate a consistent and error-free importing experience.
Yes! Unlike with CD-roms or other physical media, you can store the original access email, fax or printed page in your EMR alongside your patient’s other records. This link will give you access to your patient’s DICOM imaging directly from your local EMR without having to store any of the imaging files in your own database. If you wish to revoke your own access from your patient’s imaging record you can also do so at any time.
No payment is required for imaging centers and hospital imaging departments to participate in the program. PocketHealth is supported by patient administrative fees, which are charged only once per record upload. You can learn more about our sustainable pricing policy and our commitment to affordable patient access here.
PocketHealth operates alongside any RIS/PACS platform, regardless of the complexity of your operations. Across our current provider footprint, large multi-site imaging groups, hospital imaging departments and smaller, independent facilities all offer their patients the same instant, online record access experience.
PocketHealth’s secure web-based uploader requires no software installation or technical integration with your RIS/PACS and can be up and running in your imaging center in minutes. No IT permissions, staff resources, or specialized hardware is required - just an internet connection and web browser (we recommend Google Chrome).
You can access the secure PocketHealth uploader and administrative tools on as many computers as required, including mobile devices for off-site monitoring by administrators.
For larger, high-volume imaging centers and hospitals PocketHealth can be easily configured to communicate directly with your local RIS and PACS for a more automated, customized integration. Want to learn more about our integration approach? Speak to a member of our implementation team here.
PocketHealth does not have to replace your current CD-burning process, and can run in parallel to CD-burning in order to smooth your imaging center’s transition to a fully PocketHealth-enabled record sharing model.
A zero-footprint enterprise viewer — eUnity™ — is integrated into the PocketHealth physician experience and serves as the sole physician exam viewing engine. eUnity supports a wide range of diagnostic workflows with smart tools, unique multi-monitor and hanging protocol supports, MIP/MPR/3D, PET/CT fusion and mammography capabilities. The viewer is entirely cloud based and seamlessly integrated into the PocketHealth portal that you access once a patient shares with you, so no additional software or plugins are required — just click and view diagnostic-quality imaging in seconds. The eUnity viewing is approved for diagnostic use by the FDA and Health Canada.
PocketHealth provides in-person technical training for all members of your staff that you expect to interact with the PocketHealth platform. Training materials are customized based on your RIS/PACS and, due to the simplicity of the platform, is typically under 5 minutes per staff member. At your discretion, a PocketHealth representative can also stay on-site for the first several days of your launch to answer any further questions (from your staff or from patients) as they arise. After that, our payment is required for imaging centers and hospital imaging departments to participate in the program. PocketHealth is supported by patient administrative fees, which are charged only once per record upload. You can learn more about our sustainable pricing policy and our commitment to affordable patient access here. dedicated support team is only a call (or click) away and we’re always happy to come back on-site for retraining.
Users at your imaging center with administrator privileges have the ability to monitor all upload activity in real time, giving managers a holistic, up-to-date overview of their site’s record transfers. Upload activity can be filtered by patient name, modality, date and customized reports can be created and exported as CSV files into a spreadsheet software for further analysis. Data logs are permanently retained within your PocketHealth account for your access and we are adding new administrative analysis tools every month.
All imaging center staff have access to a priority telephone support line in the event of queries related to the operation or function of the PocketHealth platform. The telephone support line will be operational 7 days a week, 9am-5pm EST. Your staff will also have access to a support email address for queries outside of the telephone support hours, and we strive to respond to all email inquiries within a 1-2 hour timeframe. Whether your team has a specific technical inquiry or just a general question about the platform, our dedicated imaging center support team will be standing by to help.
Throughout the PocketHealth platform, from the initial email to account registration and beyond, patients are regularly prompted to call the toll-free PocketHealth Patient Support Line (1-855-381-8522) in the event of any inquiries. In the event that a patient inquiry reaches your imaging center instead of our toll-free line, we recommend you connect the patient to our dedicated support team instead. Our support team strives to ensure that all patient inquiries are answered in a timely manner.
Patient consent is explicitly collected in writing during the request process (online or in-person) and also electronically before patients can create their PocketHealth account. Proof of in-person patient consent is retained at the imaging center site, while proof of electronic patient consent is retained by PocketHealth and available to authorized individuals upon request.
Yes, PocketHealth is in full compliance with all applicable legislation and governing data security and health data security policies including the Personal Health Information Protection Act (PHIPA), the Electronic Personal Health Information Protection Act (ePHIPA) and the Personal Information Protection and Electronic Documents Act (PIPEDA). In addition to required legislation, we work hard to ensure that all data is stored in accordance with leading best practices in data security and privacy. For our users this means strong data encryption (256 bit SSL), robust account and privacy controls and the storage of all patient health information within their jurisdiction of origin.
PocketHealth only ever has access to the specific patient data that is pushed to it from your RIS/PACS after a patient has provided consent for a record transfer. PocketHealth does not have the ability to “query” your patient database for any information, nor is it ever given access credentials to your RIS/PACS. This “integrated, but segregated” implementation model allows you to offer your patients a modern, secure way to access their records without creating another access point into your database.