Email templates

Email templates for patient record requests

Replies for when an insurer, solicitor or other recipient asks for records without protection, plus the email that goes with a protected file. Edit them to suit your practice's policy.

These are suggestions to adapt, not legal wording. They don't suggest the recipient has broken the law. Keep patient names, dates of birth and clinical details out of subject lines and file names unless they're genuinely needed.

Templates: A. Standard reply · B. Firmer reply · C. Ask for their portal · D. Sending the protected file · E. Internal approval request · F. Short reply

A. Standard reply to a request for unencrypted records

Edit the text, then copy it into your email. Fill in everything in {{double braces}}.

B. Firmer reply when an insurer insists on no encryption

Edit the text, then copy it into your email. Fill in everything in {{double braces}}.

Subject: Patient records - request for secure transmission method

Dear {{recipient_name}},

We understand that your organisation has requested patient medical records without attachment encryption or password protection.

As a healthcare provider, our practice must take reasonable steps to safeguard sensitive patient information. These responsibilities are not displaced by a recipient's preferred file format.

Our approach is informed by Australian Privacy Principle 11, applicable state health privacy requirements and guidance from the Office of the Australian Information Commissioner. Public healthcare guidance, including NSW Health's Privacy Manual and Sunshine Coast Hospital and Health Service's published release-of-information guidance, also recognises the importance of secure external transmission.

We can provide the records as an encrypted PDF with the passphrase supplied separately. If that is incompatible with your systems, please nominate a secure portal or another suitable protected transfer method.

Please refer any request for an exception to {{practice_privacy_contact}} so it can be assessed under our practice policy.

Kind regards,
{{sender_name}}
{{practice_name}}

C. Asking for the insurer's secure upload portal

Edit the text, then copy it into your email. Fill in everything in {{double braces}}.

D. Sending the encrypted attachment

Edit the text, then copy it into your email. Fill in everything in {{double braces}}.

E. Asking the practice manager or privacy officer to approve an exception (internal)

Edit the text, then copy it into your email. Fill in everything in {{double braces}}.

F. Short, friendly reply

Edit the text, then copy it into your email. Fill in everything in {{double braces}}.

For the background to these replies, see Emailing patient records: privacy questions answered.

This is general information for Australian practices, not legal advice. It separates laws from regulator guidance, professional standards and public-sector policy. Check which laws apply to your practice and its state, and follow your own privacy policy and procedures. SendRight helps with secure document handling, but doesn't replace professional judgement, legal advice or your privacy obligations, and can't guarantee compliance or prevent every breach.

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