Personal Injury Medical Records SLA Playbook

Medical records delays kill momentum in PI case progression. The fix is not "work harder"—it is a clear service-level operating model.

Define SLAs by request stage

Set measurable targets for each stage:

• Request submitted: within 24 hours of treatment update
• Follow-up cadence: every 5 business days
• Escalation to supervisor: day 15 with no response
• Complete packet QA: within 48 hours of receipt

Build a request tracker your whole team uses

Track every request with:

• Provider name and contact method
• Date requested and follow-up dates
• Fees paid / outstanding
• Missing pages or illegible records
• Demand-readiness status

Assign ownership clearly

A dedicated PI support role should own tracker hygiene and follow-up execution. Attorneys should only handle exceptions, disputes, or strategic escalation.

QA before demand prep

Before demand drafting starts, verify:

1. Chronology completeness
2. Billing packet completeness
3. Diagnosis and treatment consistency
4. Missing providers list cleared

KPI dashboard to review weekly

• Average days to complete records packet
• Open requests older than 21 days
• Percentage of packets accepted without rework
• Demand delay days attributable to records issues

When PI firms operationalize this workflow, they shorten cycle time and reduce attorney interruption.

To implement this model quickly, combine Medical Records Retrieval support with a Personal Injury Paralegal operating inside your existing case workflow.