Frequently Asked Questions

Health Bank One™ enables you to request records from any provider or organization. To request records from a new provider: 1. Select the “Providers” icon in the bottom navigation and click “Add Provider”. 2. Search using the provider’s name or by the organization name along with the city and state for the location you visited. 3. In the search results, select the location you visited. 4. Select that you want to retrieve records and choose whether you want to share records with this provider as well. 5. Once you authorize the connection, select the type of records you want to receive (medical records, images, or both) and how you would like them delivered. If your provider has your records available electronically, Fast Digital Download will be the fastest, most convenient way to get your records. If that isn’t an option, choose Standard Delivery and Health Bank One will reach out to your provider on your behalf. It may take up to 30 days to retrieve your records. If you have already connected to a provider or organization and wish to order updated records: 1. Select the “Records” icon in the bottom navigation and click “Order Records”. 2. You will see a list of your Connected Providers. Select the provider from which you want updated records 3. Select the type of records you want to receive (medical records, images, or both) and how you would like them delivered. If your provider has your records available electronically, Fast Digital Delivery will be the fastest, most convenient way to get your records. If that isn’t an option, choose Standard Delivery and Health Bank One will reach out to your provider on your behalf. It may take up to 30 days to retrieve your records.

One of the biggest benefits of Health Bank One™ is that you can consolidate all your records from the doctors you’ve seen in the past ten years, regardless of whether they provide a portal to access records electronically or can only share through a fax or CD. Health Bank One will retrieve your records and digitize them, if necessary, to consolidate them in your app.

Yes. The 21st Century Cures Act mandates that healthcare providers, including doctors, must provide their patients with access to their electronic health records upon request. So, if you are having a hard time getting your medical records from your doctor, you can remind them about the law so they know they are out of compliance. Alternatively, you can join Health Bank One™ and we will reach out to your caregivers to remind them of the law and retrieve your records on your behalf. We have maintained a 100% success rate in retrieving records on behalf of our members.

The 21st Century Cures Act mandates that healthcare providers, including doctors, must provide their patients with access to their electronic health records upon request or they run the risk of being out of compliance. Health Bank One™ removes obstacles that occur with noncompliant healthcare providers. We will reach out to your healthcare providers to remind them of the law and retrieve your records on your behalf. We have maintained a 100% success rate in retrieving records on behalf of our members.

The 21st Century Cures Act mandates that your doctor must provide electronic access to your health records upon request without excessive fees. When you join Health Bank One™, we will reach out to your doctor to remind them of the law and work to retrieve your records on your behalf without you having to pay to retrieve them. We have maintained a 100% success rate in retrieving records on behalf of our members.

One of the many benefits of membership in Health Bank One is the simple, repeatable process for ordering your medical records from the doctors, hospitals, and healthcare providers you've visited. Under the 21st Century Cures Act, healthcare providers are required to make your medical records available in an electronic format. Health Bank One will retrieve your electronic records and we will work with non-compliant healthcare providers to retrieve your non-electronic records as well. We have maintained a 100% success rate in retrieving records for our members. Non-electronic records will be digitized and added to your Health Bank One account, so you have a consolidated, personal health organizer in the palm of your hand.

If your healthcare provider is compliant with the 21st Century Cures Act, then Fast Digital Download is likely available to retrieve your medical records instantly. Simply follow the prompts within Health Bank One™ mobile app, select Fast Digital Download, and log into your provider’s portal. For providers that are not compliant, Health Bank One will still work on your behalf to retrieve your records, however, those medical record requests may take up to 30 days to fulfill.

Yes, that is one of the greatest benefits of Health Bank One™. You have control over your medical records and can proactively share them with your doctors and healthcare providers to help you get the best, most complete care possible. In fact, tell your doctor about Health Bank One so they can get electronic access to your medical data free of charge.

Yes, you can easily share your information stored in Health Bank One™ with anyone you choose. You have control over your medical records all in one place so you can easily download them to share with anyone you think needs them. Please remember to securely share your records as they contain your private health information.

The 21st Century Cures Act mandates that providers must provide patients with electronic access to their health records at little to no cost. Health Bank One™ will contact your provider and dispute the charges on your behalf. If the provider continues to block your access to your records, we will work on your behalf to escalate the issue with the Office of Civil Rights, the ASTP/ONC within the Department of Health and Human Services, your state’s Attorney General, and/or your state’s Medical Board.

Sharing your records with your doctor is completely up to you. The Health Bank One app simplifies the process of consolidating and sharing your records. You can easily download your records to your mobile device and share them via the various share options on your device. (Please remember to securely share your records as they contain your private health information.) Also, if your doctor is a member of Health Bank One, powered by AllClear ID®, they can receive your records instantly when you provide your consent.

The Health Bank One™ healthcare provider directory is constantly being updated with healthcare providers. If you complete a search and don’t see your provider, simply click the "?" button in the top right corner of the Search Results page. You will be prompted to submit a request. Please include the full name of your healthcare provider along with the specific location you would like added to our database. We will contact the provider on your behalf and follow up with you via email as soon as it is added to the Health Bank One directory so you can order your medical records.

Health Bank One™ can retrieve your records through our Standard Delivery option. Simply go back to the order screen, select Standard Delivery, and our record retrieval specialists will work with your provider to retrieve your records.

Yes, you can. Please submit your request here, and a member of our support team will send you an encrypted email to securely share your records with us.

Health Bank One™ will order records for the past ten years. Records older than ten years are typically not saved by providers.

If you are unsure if you had imaging done, we suggest you submit an order for them. Our record retrieval specialists will reach out to your provider to verify if images were taken. If there are no images in your file, the request will be closed.

Please submit a Support Request here and we will remove the information from your account. Unfortunately, Health Bank One™ is not licensed to verify and/or dispute the medical information included in your records so you will have to reach out to your provider directly to discuss the discrepancy. After you have disputed the information with your doctor, please feel free to submit a new record request so that we can obtain the updated information.

If you are connected via Fast Digital Download and have opted to keep the connection open, your records will automatically be updated when you visit your doctor. If you opted to drop the provider connection or did not have access to Fast Digital Download, you will need to request updated records after a new visit. Your new record request will automatically order any new records since the last record request.

When you order new records via standard delivery, the date will automatically be updated to include only records from your last visit to now. You can also use the notes field to include any key details of the specific records you are requesting. If you utilized Fast Digital Delivery and opted to keep the connection live, your records will be automatically updated when you visit your doctor.

Typically, offices will centralize their records. So, when searching for a new provider, search by the Organization name instead of a particular doctor. Health Bank One will retrieve your records from all doctors within that organization.

To remove a provider, select “Providers” on the tool bar in the Health Bank One™ mobile app. Next, select the provider you wish to delete. In the top right corner, you will see three dots. Click those dots, and you will see a “Disconnect" button.

Start a chat with Care Guide on the home screen. Click the + sign next to the "Any any health question" field and you will see an option to "Add File". Choose "Add File" and select whether you would like to retrieve a "File from this app" (a medical record retrieved and stored in your Health Bank One account) or "File from my phone" (a medical record stored locally on your mobile device). Click "Continue", select the file you want to discuss, and ask Care Guide your question(s).

Care Guide is not intended to diagnose, treat, or cure. Instead, it is designed to assist you in understanding your medical records, provide insights from the world of available medical knowledge, give you wellness & lifestyle suggestions to promote health, and to provide guidance on follow-up questions for your healthcare providers.

Yes. Access Care Guide, either through the Try Me link on the home screen or through the Health Bank One™ logo (+ sign) on any other screen. In the top right corner, you will see three icons. Click the icon that looks like a magnifying glass to view a log of your previous interactions with Care Guide.

Today, Health Bank One uses GPT-4o for Care Guide™ because GPT-4o is considered the standout AI model for clinical knowledge according to the Stanford University 2024 AI Index Annual Report. Health Bank One is built so that it can use any AI model so other AI products that prove more accurate or increase the breadth of clinical knowledge may be adopted.

The benefit of the Care Guide™ in the Health Bank One app is that you can consolidate your medical records into one secure place. Care Guide provides personalized guidance based on the consolidation of all your records and medical history. Additionally, your chat experience in Health Bank One is completely private. The information you share and the information shared with you is confidential and is not shared back with Open AI or any vendor without your explicit consent.

Yes, just like all your data stored in your Health Bank One account, your chat with Care Guide is private and can only be shared with your explicit consent. Your AI conversations will not be shared with Open AI or any other company without your consent.

The Care Guide can help answer any questions you have about your medical records, your conditions, or your care plan. After you retrieve your medical records from your providers, you can ask the Care Guide to answer questions or simply recap your care plan in simplified language. Examples include: Can you explain exactly what my doctor suggested I do as follow-up to my visit? My doctor explained my MRI but I’m not sure if I understand everything. Can you recap my doctor’s notes in simple language that I can understand? My doctor said I need to see a specialist. Can you suggest some specialists in my area that are covered by my insurance?

Absolutely not. Health Bank One is simply a complement to your care team that makes it easier for you to share your complete medical history and help you make sense of the diagnoses and care plans you’ve been given.

You will have access to Health Bank One and your records even if you cancel your subscription. However, you will not be able to order new records or add a new provider without a paid membership.

Membership in Health Bank One including record retrieval, consolidation of all your medical records, the AI-powered Care Guide, and all the other benefits is $14.95 per month. There is a 30-day free trial with a limit of three record orders and you can cancel at any time.

One of the key benefits of your membership in Health Bank One™ is the banking-grade security of your account. Using your personal mobile device, your account is secured with multiple layers of authentication instead of a traditional username and password. This level of authentication reduces the risk of unauthorized access to your account and alleviates the need to remember a username and/or password.

Your insurance card helps further authenticate your account so that we can ensure you, and only you, have access to your account. Additionally, providing your insurance information allows Care Guide™ to provide relevant information regarding covered services in your plan if that information is publicly available. If your health provider is connected to Health Bank One™ and you have consented to sharing your health information, providing your insurance information will also ensure your provider has your most up-to-date information.

Health Bank One performs a "liveness test" to make sure you are a real, live person and not just a picture or video. It works by flashing different colors of light to measure for depth, movement, and reflection on your skin. This test helps prevent robots and bad actors from enrolling.

The capability to manage the medical records for your entire family is currently in development and will be launched soon.

The “Inbox” tab in your Health Bank One™ app let’s you track your “Active” and “Completed” record requests. Active requests are those currently being processed by our Support team, while the Completed section shows records that have already been retrieved.

The Health Bank One logo (+ sign) at the top of the screen provides quick access to Care Guide™. Care Guide is our medical AI chatbot that can help review your complete medical history and clarify the diagnoses and care plans you’ve received. Please remember Care Guide does not give medical advice. It is for informational purposes only and is not a substitute for professional medical advice, diagnosis or treatment.

Health Bank One is committed to keeping you and your data safe through strong, banking-grade authentication and identity technology. That starts with your enrollment in Health Bank One using your government-issued ID along with your personal biometrics to ensure that you, and only you, can access your Health Bank One account. All your data is continually encrypted and can only be accessed through high-security authentication.

No, your medical data and your medical chats never leave Health Bank One™ without your explicit consent. We do not share your data with Open AI or any other company whose AI model we may use.

Health Bank One is powered by AllClear ID which is SOC2 Type 2 certified and designed to conform to HHS HIPAA privacy and security standards.

You may cancel your subscription to the Health Bank One™ app via your app store subscription settings. If you cancel your subscription mid-billing cycle, your subscription will be cancelled before the next billing cycle.

Check out our Support page for more helpful information and to contact our Support team.