- Where are you located?
We serve clients in Northern California with Record Center locations in San Jose, San Francisco, Hayward and Sacramento.
- What is the “HealthSERVE” in HealthSERVE Records Management Services?
HealthSERVE is a full service HealthCare Provider Consulting and Outsourcing firm specializing in the provider market.It offers hundreds of credentialed industry professionals who provide a wide range of services from interim management, staff augmentation, clinical documentation improvement, coding, auditing, and accreditation services to document conversion, radiology data management, and document storage.
SOURCECORP, Inc. is a nationwide company providing quality, comprehensive business process outsourcing services for information-intensive industries – including financial services, healthcare, legal, and government – in 40 states. HealthSERVE is a wholly owned subsidiary of SOURCECORP, Inc.
Security, Privacy and Confidentiality
- Do you have a disaster recovery plan?
HealthSERVE Records Management takes the security of your hard copy and e-records very seriously. We have state-of-the-art facilities and extensive business continuity plans. Technical security mechanisms and services exist to protect information and control and monitor individual access to information. Computer hardware and software are housed in a secure facility protected from unauthorized entry. Firewalls are monitored 24/7 and are sufficient to prevent unauthorized access to client data. Hardware is redundant to prevent system downtime caused by hardware failure. Archive media is replicated. Software and databases are backed up on a daily basis, with a full system backup on weekends. To prevent computer shutdown due to power failure, HealthSERVE Records Management has full power backup via a diesel generator.
- How secure is your facility?
All HealthSERVE Records Management Record Centers are secured against intrusion and protected from damage by heat, smoke, fire, water, pests and seismic activity. Facilities are secured against unauthorized entry by alarmed security systems in operation 24 hours a day. Technical security mechanisms and services, including monitoring via camera, exist to protect information and control and monitor individual access to information.
- Who is allowed in the Record Center? How are records kept confidential in the Center?
Only HealthSERVE Records Management employees are allowed access to the Record Centers, and only HealthSERVE Records Management employees are allowed to work with the records in the Record Center. In addition, all employees submit to background checks prior to employment and sign confidentiality agreements before they have access to confidential information. HealthSERVE Records Management also mandates annual security training for every employee and maintains a zero-tolerance policy toward any breach of confidentiality.
Visitors to the Record Center sign in and out of the facility and are escorted when on site. If visitors will be in portions of the facility where protected health information (PHI) is visible, they must sign a HlPAA confidentiality statement prior to admittance.
Hard Copy Storage
- How do you measure our hard copy storage?
All hard copy document storage is measured by the linear foot.
- What is a linear foot?
A linear foot is a measure of shelf space necessary to store hard copy documents. It measures 12 inches along the shelf, whether for documents stored on open-shelf filing or in boxes. To calculate linear feet, all you have to do is measure the length of shelf space occupied by the documents.
- What size boxes can I store with HealthSERVE Records Management Services?
For storage of hard copy records, use standard size boxes: 10"H × 12"W × 15 ¾”L. Boxes must be in good condition, with handles and separate lids. You may purchase boxes from SOURCECORP HealthSERVE Document Management Services, and delivery is free.
We will also accept most types of special-use boxes, such as those designed for radiology films, pathology materials (paraffin blocks, glass slides), special business records, etc.
- How long will it take to get my hard copy files once I have placed an order?
Every client has scheduled “cut-off” and delivery times for regular (non-emergency) orders. All regular orders received by the cut-off time will be delivered at the corresponding delivery time. Regular orders received after the cut-off time will be processed for the next regularly scheduled delivery
- What if I need a hard copy file right away?
Emergency, or “stat,” requests are available 24 hours a day, 365 days a year.
- Can I come and look through my boxes at your facility?
Absolutely! Talk to the Record Center manager to schedule a date and time to review your files. Visitors to the Record Center sign in and out of the facility and are escorted when on site. If visitors will be in portions of the facility where protected health information (PHI) is visible, they must sign a HIPAA confidentiality statement prior to admittance.
- How do you store electronic records?
E-records are stored on fast, redundant Storage Area Networks (SAN). Records are accessed over secure, high-capacity T3 lines. The HealthSERVE Records Management uptime is routinely 99.9992 percent.
- What items can you scan? Can you scan my photos?
We scan paper documents, photographs and radiology film.
- Can you scan any size of document, photo or radiology film?
We routinely scan documents smaller than letter size up to legal size. However, our goal is to accommodate your needs. Contact us for specific information if you have other size documents you'd like scanned.
- What is the final Image resolution for black and white scans?
We scan documents and photographs to a final black and white image resolution of 200 dpi (dots per inch) unless otherwise instructed.
- Can you scan color documents and produce color images?
Yes. Color images are scanned at 400 dpi.
- Can you scan double-sided documents?
Yes, we routinely scan double-sided documents with high-speed duplex scanners.
- Do you offer destruction services?
Yes, we handle your destruction needs. SOURCECORP HealthSERVE Record Management encourages clients to manage retention of their records and destroy any records that exceed the retention period. We work closely with you to determine the best retention schedules for the full range of records to be stored, and purge and destroy records as directed.
- Do you automatically destroy old records?
No, records are never destroyed until authorized by you. Written and signed authorization for destruction must be specific to each item to be destroyed, including client name, department name, contact name and telephone number, box or file number and title, record type and inclusive dates.
- How are records destroyed?
Records slated for destruction are staged for a specific period of time to allow the customer to make any changes to the order. Once this “grace period” has elapsed, SOURCECORP HealthSERVE Record Management will manage the confidential destruction. Destruction of paper documents is by shredding, and materials are recycled after being shredded. Radiology film is destroyed and the silver reclaimed. E-records are deleted from the database according to your designated destruction date.
- Will I get a Certificate of Destruction?
Yes, upon the completion of a destruction request you will receive a Certificate of Destruction certifying the destruction of the designated materials. The Certificate lists the client name, department name, and type and number of records destroyed.
SOURCECORP, Inc. helps customers transform their business process and accelerate their business performance.