Frequently Asked Questions (FAQs)

Requests for Copies of Medical Records

What records will I receive?

Kimbrough has access to electronic health records across the Military Health System since approximately 2004. Kimbrough also maintains hard copy records for most patients whose Primary Care Manager (PCM) is here at Kimbrough. Our team will send all records available in our system to match the period of treatment and types of records specified on the DD Form 2870.

When will I receive my records?

Our goal is to send your records within two weeks (14 days). However, due to extreme staffing shortages, it make take between 30 to 60 days to process your request. If you need your MHS GENESIS records sooner, please access them through the MHS GENESIS Patient Portal: https://patientportal.mhsgenesis.health.mil. NOTE: Sensitive (Behavioral Health) records may not be visible in the Patient Portal.

How will I receive my records?

One of our Medical Records Technicians will send your medical record files (PDFs) securely through DoD SAFE, our secure file exchange system, to the email address provided on the DD Form 2870. We highly recommend listing a PERSONAL email address instead of a work email address on the DD Form 2870 to reduce the chance of missing the email due to leave or access changes.

How does DoD SAFE work?

When your files are ready, you will receive two emails. One email will come directly from DoD SAFE and another email will come from our medical records team. The DoD SAFE email contains a link for your DoD SAFE Drop. Click the link and enter the Claim Passcode (16 alphanumeric characters) that was provided in the DoD SAFE email. This will take you to the files that our team sent. Select the files, then click “Download All Files.” A pop-up box will ask for the Decryption Passphrase. You will receive this in a separate email from our medical records technician. After you enter the Decryption Passphrase, the files will begin downloading through your internet browser.

NOTES:
• DoD SAFE drops are only active for 7 (SEVEN) CALENDAR DAYS from the date they are sent. Please regularly check your email (including SPAM folder) to be sure you do not miss the window to download the files. If you miss the pickup window, please notify the technician who sent you the records and they will do their best to resend within 3 business days.
• You must SAVE the files to your computer/cloud service. Use “File > Save As” or copy-paste the files from the download folder to your device/cloud so that you can access them later.

I have issues accessing my records in the Patient Portal. Who do I contact?

For assistance with the MHS GENESIS Patient Portal, you can call the Global Service Center at 800-600-9332. The Patient Portal website is www.patientportal.mhsgenesis.health.mil.

How can I request records for a deceased family member?

You will need to either produce a will where you are legally assigned as the executor of the deceased’s estate or get a certificate from the Register of Wills where you are appointed as a representative to administer the deceased’s estate. These documents, plus the death certificate, are required for us to process your request.

Where can I get help to prepare an Advance Directive or Medical Power of Attorney Documents?

Kimbrough does not assist with preparation of Advance Directives or Medical Powers of Attorney. Resources for creation of an Advance Directive are available on the Maryland Attorney General webpage: https://www.marylandattorneygeneral.gov/Pages/HealthPolicy/advancedirectives.aspx  The Fort Meade Legal Office can also assist eligible beneficiaries with Advance Directives or Powers of Attorney. They can be reached at 301-677-9536/9604 or https://home.army.mil/meade/about/Garrison/staff-judge-advocate/legal-assistance  
Once your Advance Directive or Medical Power of Attorney is completed, please bring it to Patient Administration for upload to your medical record.

I do not have a will. How do I contact the Register of Wills?

The Fort Meade Legal Office can also assist eligible beneficiaries with creation of a will. They can be reached at 301-677-9536/9604 or https://home.army.mil/meade/about/Garrison/staff-judge-advocate/legal-assistance You can also reach out to the Maryland Register of Wills at:
• Anne Arundel County: 410-222-1430
• Baltimore County: 410-887-6680
• Baltimore City: 410-752-5131
• Howard County: 410-313-2133
• Prince George’s County: 301-952-3250

What if I have other issues or questions?

Please contact the Release of Information team at 301-677-8200.