Dentist will not send me actual x-rays jerking me around

[natesi]

Hoping to get some input here: I requested my x-rays and was emailed a single image showing THUMBNAILS of my x-rays, from within their practice management system. The office manager refused to send me larger, viable, x-rays. She said she couldn’t even take a larger screenshot of each x-ray, which is baffling to me. When I asked for clarification she called me on the phone, clearly upset, said I was taking up too much of her time, and that she could only send x-rays to other dentists if they used their same system – but she refused to tell me the name of that system. I THINK she means a secure messaging portal of some sort, but she refused to go into it further and treated me like an idiot and an inconvenience.

So I sent them a 30 day notice to comply with HIPAA, as I have a right to receive my actual x-rays.

The office replied by saying they can only send x-rays provider-to-provider because their images are encrypted. They claim sending a screenshot of thumbnails to the patient is legit, and their ONLY option – which sounds like BS to me. They then contradict themselves and say “It is a requirement by HIPAA Law to only send digital patient files encrypted to anyone or any provider”. So, do I not qualify as “anyone”? Send them to me, via secure messaging portal then!

They go on to say that they were able to get bigger screenshots PRINTED – and mailed those to me – and say this is what they send in the mail for specialty referrals. This “print out” of “bigger screenshots” is a joke though – see attachment. It’s literally four small images printed out on HALF a sheet of 8.5 x 11 sheet of paper. I can't fathom how this can be used for diagnostic purposes.

I’ve never been treated like this before – never had any problem getting actual x-rays from other dentists, or orthodontists. They either send it via email or a secure messaging portal. No big deal.

Perhaps the letter of the law states that x-rays have to be sent securely? OK; fine. Send them to me via a secure messaging portal, then. That’s not my problem to figure out – it’s theirs.

Am I right?

Furthermore, they claim they can take “larger screenshots” to print out – yet can’t send larger screenshots to me, via email? This also makes zero sense to me.

Thanks for the input, all.

 

[natesi]

Just checking in: Any input on this? There must be some dentists that can chime in on HIPAA stuff.

 

[natesi]

This situation sounds incredibly frustrating, and you’re absolutely right to question their approach. HIPAA does require that patient data, including x-rays, be transmitted securely, but it also grants patients the right to access their medical records in a usable format. Many modern dental practices have adapted to these requirements by using secure patient portals or encrypted email services to share records directly with patients.


For example, some offices, like Highlands Ranch Dentist, prioritize patient access by offering secure digital delivery methods. Their approach ensures that patients receive high-quality x-rays without unnecessary delays or complications. If a practice claims they can only send records to other providers but not to patients, it’s worth questioning whether they are following best practices or simply making things difficult.


It might be helpful to reference HIPAA guidelines directly in your communication and request a format that meets security standards while still allowing you to access your own records properly. Hope this helps!

Thanks for the response. I will most likely file a complaint. From what I can tell my state's Dept of Health regulates the actual dentist, and U.S. Department of Health and Human Services (HHS) Office for Civil Rights (OCR) oversees dental facilities.

I'm guessing I could file complaints with both agencies but that might be overkill. I'm not sure which one would be more appropriate. I'm leaning towards U.S. Department of Health and Human Services (HHS) since HIPAA is a federal law.

 

[Ozone]

What state are you in? I am in California, I have dealt with this same issue for many years and with at least 3 different dental clinics. One of the clinics is a large chain of clinics, After dealing with various incompetent office staffers I made another appointment with the doctor just to tell her my problem getting my radio-graphs and she said I should call the IT department at corporate head quarters. It took time but I did talk to a IT person and e-mailed him the screenshot of the thumbnails I was given and he told me that was all he had! I told him that when the California dental board adjudicates a complaint they require the source diagnostic files. He said they have provided these thumbnail X-rays to the dental board often and they do accept them. I don't believe this, but these days, peoples work ethic is so bad most people don't do their job right any more. I now am having the same problem with another local dentist here in Victorville CA. I am available to cooperate with anyone here to see if we can get better results on getting our radio-graphs together.
I was never given the HIPPA excuse from a clinic though. That said, there has been a clinic or two that has given me good service in their office when wanting to get my x-rays on a USB memory stick.
I use various dentists because no one office can do every specialty. I would like to hear if you were able to get your files or not.

 

[natesi]

What state are you in? I am in California, I have dealt with this same issue for many years and with at least 3 different dental clinics. One of the clinics is a large chain of clinics, After dealing with various incompetent office staffers I made another appointment with the doctor just to tell her my problem getting my radio-graphs and she said I should call the IT department at corporate head quarters. It took time but I did talk to a IT person and e-mailed him the screenshot of the thumbnails I was given and he told me that was all he had! I told him that when the California dental board adjudicates a complaint they require the source diagnostic files. He said they have provided these thumbnail X-rays to the dental board often and they do accept them. I don't believe this, but these days, peoples work ethic is so bad most people don't do their job right any more. I now am having the same problem with another local dentist here in Victorville CA. I am available to cooperate with anyone here to see if we can get better results on getting our radio-graphs together.
I was never given the HIPPA excuse from a clinic though. That said, there has been a clinic or two that has given me good service in their office when wanting to get my x-rays on a USB memory stick.
I use various dentists because no one office can do every specialty. I would like to hear if you were able to get your files or not.

I had every intent to file a complaint with the U.S. Department of Health and Human Services (HHS) Office for Civil Rights (OCR) - but I had to wait 30 days after sending them the letter. Unfortunately, life became exceptionally busy and I ran out of time to pursue this, so I let it go.

I found an awesome dentist though - perhaps the best one I've ever had. They requested my films from the other dental practice and got tiny little thumbnails sent to them with zero diagnostic value, as well. So, I had to take all new films with the new dental practice - but it was probably for the best, in the long run.

I'm still confused why anyone would run a dental practice with an adversarial attitude towards their patients - totally baffled.

 

[MattKW]

Xray software easily allows Exporting as full size files like TIFFs. There is no encryption built-in. Yeah, some weird people in all walks of life.