Patient Resources

Release of Information

Release of Information fulfills request and provides various services for continuity of care documentation, Service Member retirements, insurance claims, and others. Continuity of care requests can be made by the patients and or treating facility by using one of the below methods under Requesting Information from Brooke Army Medical Center.

The Release of Information section is now providing walk in services at the Information desk located near the C parking lot entrance on the first floor near the Medical Mall. The ROI Quick Stop hours of operation are as follows:

Mon., Tue., Thur., & Fri. 0800 – 1600 (the last patient is taken @ 1530)
Wed. 0830 – 1600 (the last patient is taken @ 1530)
Closed weekends and holidays.

For your convenience, patients can pick up and complete, as well as drop off completed DD Form 2870’s at the ROI Quick Stop. Short requests (less than 10 pages) can be processed on the spot, to include such records as:

  • Lab results
  • Immunization records
  • Radiology Reports
  • Physicals (school, sports, etc.)
  • Electronic Progress/Office visit note(s)
  • Appointment list
  • Medication List
  • EKG’s

For additional information, please call 210-916-1157, Mon. – Fri. 0800 – 1600 (except weekends and holidays).

Release of Information (ROI) Update

As we move towards implementation of the new Electronic Health Record (MHS Genesis) at Brooke Army Medical Center, customers may experience some delays in processing of release of information requests. We will continue to strive to provide protected health information to customers in a timely manner.

We also encourage customers to utilize the MHS Genesis Patient Portal to access all their medical record information after 22 January 2022. To register on MHS GENESIS you need to have a DoD Self-Service Logon (DS Logon) Premium (Level 2) account. Visit the My Access Center to upgrade your account.

Starting 18 January 2022, all completed requests will be sent to customers via DOD Secure Access File Exchange (SAFE). This encrypted process will allow customers to download their medical record information to any storage device and send to any other entity they may choose or for their own personal records. This new process will reduce wait times and eliminate any extra steps that may cause delays.

What is the MHS GENESIS Patient Portal

Along with the new Electronic Health Record, the MHS GENESIS Patient Portal is a secure website available 24/7 that gives you access to your health information. Through the MHS GENESIS Patient Portal, you can:

  • View health information
  • Schedule appointments
  • Communicate securely with providers
  • Request prescription renewals
  • View notes from your clinical visits and certain lab/test results, such as blood tests.

The MHS GENESIS Patient Portal is replacing the TRICARE Online Secure Patient Portal.

What does this mean for me?

MHS GENESIS and the MHS GENESIS Patient Portal are replacing TRICARE Online, including the patient portal and secure messaging at this facility.

  • If you have a current TRICARE Online account, it will migrate to MHS GENESIS. No action is necessary from you.
  • If you don’t already have a TRICARE Online account, you can log onto patientportal.mhsgenesis.health.mil using your DS Logon Premium Account.
  • If don’t have a DS Logon Premium Account or if you have questions about DS Logon, visit the milConnect Website or call 1-800-538-9552.

MHS GENESIS Patient Portal step-by-step sign up guide

There are three prerequisites for accessing the MHS GENESIS Patient Portal

  1. You need to have accessed care at a site using MHS GENESIS.
  2. You will need to establish a DS Logon account by creating a username and password at the following website: https://www.dmdc.osd.mil/identitymanagement.
  3. If you currently have a DS Logon, you will need to log-in and upgrade your account to Premium. *Please note: The process of completing the online application to establish a DS logon account takes approximately 10 minutes and some of questions may seem intrusive, but it’s to protect your information. The intent of asking for this level of information is to eliminate the chance of unauthorized access to your health information. This application only needs to be done once to establish your account. Active duty and any other personnel with a common access card, or CAC, may use that to login through the DS Logon site.

Note: All sponsors should validate “Relationship” settings to ensure spouses can select and view their dependent’s portal in their Patient Portal. To update visit: https://www.dmdc.osd.mil/identitymanagement.

Note: MHS Genesis Patient Portal is only available for DOD Beneficiaries; all other should contact the BAMC Release of Information.

Establishing a DS LOGON and accessing MHS GENESIS Patient Portal

To create and then access the MHS GENESIS Patient Portal, please visit the DS LOGON web page.

  • If you do not have a common access card (CAC) or a MyPay account, you will need to create a DS Logon account to access the MHS GENESIS Patient Portal.
  • To ensure MHS GENESIS can confirm your identity and provide the highest levels of cyber security and safeguards of your health information, you will be required to complete a brief verification process. You will be provided 3 minutes to complete a 4-question quiz to verify your identity. Responses may include providing your DoD ID number (found on your military ID Card), and some personal information including financial questions, past addresses, etc.
  • You will create your MHS GENESIS Patient Portal password in the online registration process. A new password will need to be created every 180 days.
  • Once you have successfully created your DS Logon, click on "Upgrade To Premium Account" to upgrade your account to Premium Access to view your health information.
  • Active duty military and families will need to keep your TRICARE Online accounts. When you PCS from a location with MHS Genesis, your new duty station's military hospital or clinic may not be using MHS GENESIS yet.

For questions regarding DS Logon

  • Visit the milConnect Website
  • Contact the Defense Manpower Data Center 1-800-538-9552
  • Note: When using a non-Department of Defense (DoD) computer, you may receive an error message. Click “Proceed” or “Continue” to access the MHS GENESIS Patient Portal. Although you receive the error message, your MHS GENESIS Patient Portal is secure.

Resources

MHS GENESIS Patient Portal step-by-step sign up guide
MHS GENESIS overview Video YouTube
MHS GENESIS Patient Portal Video YouTube

In and Out Processing Medical Records

All In/Out-Processing is virtual. All Active Duty In or Out-processing must send a copy of their Orders to usarmy.jbsa.medcom-bamc.list.pad-medical-records-in-and-out-proc@mail.mil.

Requesting Information from Brooke Army Medical Center

Patients may request copies of their medical records using form DD Form 2870 (Authorization for Disclosure of Medical or Dental Information) available online www.esd.whs.mil/Directives/forms/dd2500_2999/.

There will be no change to physician office, legal requests, and insurance requests received and processed via fax. The following fax numbers will direct requests to the appropriate processing team:

STAT/Expedites (for hospitals, clinics, providers) - 210-539-0320

Legal - 210-539-9201

ROUTINE (patient requests, Insurance, Disability Determination Services, etc.) – 210-916-0405

Service Members requesting records for retirement must submit a DD form 2870 with a digital signature and send to the ROI email address: Any other requests may also be sent via email to usarmy.jbsa.medcom-bamc.list.roi-request@mail.mil Patients requesting their own, or their minor dependents (under 16 years of age) can complete a DD Form 2870 and return it to ROI along with a copy of a state issued (DMV driver's license, DMV identification card, DOD Identification card (Non-CAC), etc.) Please redact SSN Number to only the last 4 digits. Spouses and minor children 16 years and older MUST sign their DD Form 2870 and send a copy of their ID along with the request.

Request Processing

Information Line: (210) 916-1157

The ROI office copies official medical record sets within Brooke Army Medical Center (BAMC) to include all available MTF medical records and civilian records located within the electronic health records. ROI can also provide a CD with copies of any imaging done at BAMC/WHASC.

Requests for inpatient records, and most outpatient records, take up to 30 days to process. Newly established inpatient records cannot be copied until they are assembled, coded and signed by the provider. Please allow 30-45 days after discharge before requesting inpatient records.

Dept. of Behavioral Health and sensitive records must be reviewed and cleared by a provider before release. Please allow up to 30 days for processing.

All requests for information must include the following:

  • Patient's name
  • Patient's date of birth
  • Sponsor's complete social security number
  • Period of treatment/information needed
  • Statement authorizing BAMC to release the records to a specific person/organization
  • An address and/or phone number of the receiving person/organization
  • The purpose for the release of the information
  • Expiration Date

Patient's signature/date. Patients who are 16 years and older, or emancipated, must sign an authorization for release of their medical records.

Exceptions

A parent or legal guardian may request copies for minor children, physically, or mentally challenged persons. With appropriate documentation i.e. Medical Power of Attorney, a copy of a court order appointing guardianship, if applicable. I.A.W DoDM 6025.18.

For deceased patients, the patient's surviving next of kin (NOK) or a court appointed executor/administrator signs consent. A copy of the death certificate must accompany all requests. Executors/administrators must show legal documentation appointing them to the position. DoDM 6025.18.

All other requests must be accompanied by a Subpoena, signed by a judge, or a Medical Power of Attorney which specifically indicates release of medical records.

Legal Release of Information Mission – To provide medical information to our customers in a prompt, professional manner, while protecting patient's privacy and ensuring each request is releasable in accordance with State and Federal laws.

Medical Powers of Attorney

To obtain a medical power of attorney, contact the SJA-Legal Assistance Div. Walk-in hours: 0800-1600hrs, Monday, Wednesday, and Friday. No appointment is necessary. ID is required. For more information, call 210-808-0169 DSN 420-0169.

Preparing to Retire or Separate

Active duty members preparing to retire or separate should obtain copies of all medical records at least 6 months prior to their final out processing date.

Members should return to the release of information desk or submit an updated request to usarmy.jbsa.medcom-bamc.list.roi-request@mail.mil to obtain copies (update) of medical paperwork generated after their records were initially copied. This will ensure members get a complete copy of their Active Duty Medical record after their retirement/separation.

Civilian Records

For continuity of care within BAMC, ROI will retrieve medical records from a civilian facility at the patient’s request and completion of the authorization form. Once these records arrive at BAMC, they are filed into the patient’s outpatient record. All information filed into outpatient record becomes property of the DoD.

If you need medical documentation for your personal record, you will have to go to the treating facility and submit a request through their records section. *Service Members can request medical records through BAMC ROI regardless of treating facility.

Archived Records

BAMC maintains outpatient records for a period of 2 years after the patient’s last medical encounter (excluding active duty military and their dependents). Inpatient records are maintained for 5 years after the date of discharge. After such periods, the records are retired to the National Personnel Records Center (NPRC), St Louis, MO.

Patients may obtain their retired records directly from NPRC online at:

www.archives.gov/veterans

Or, write to NPRC at the following address (es):

Active Duty Military Records Dept of Veteran Affairs
Records Mgmt Center
P.O. Box 5020
St. Louis, MO 63115

Dependent Records NPRC (CPR)
1411 Boulder Dr.
Valmeyer, IL 62295

Please send any HIPAA Privacy related question/concern to usarmy.jbsa.medcom-bamc.list.bamc-hipaa@mail.mil and one of our HIPAA Privacy Officers will contact you.

*Do not send any PHI/PII*

Don't forget to keep your family's information up-to-date in DEERS.