Reviews

This profile includes reviews for RSRS's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RSRS

  111 St. Regis Cres S North York, ON M3J 1Y6

• 

  RSRS

  220 - 3701 Chesswood Drive North York, ON M3J 1A1

Review Details

• Review fromDavid R

  Date: 03/02/2024

  1 star
  My family doctor told me that he would be retiring on July 15, 2023 and that I should contact RSRS to get my medical records put on a thumb drive. On June 15, 2023 I signed an authorization form and sent payment to RSS and was told that I should receive a copy of my medical records within 4 to 6 weeks after they received the information from my doctor. As of today, February 3, 2024, I have still not received my records. Over the past four months, I have called and spoken to an RSRS agent and have been told that I would receive my records within two weeks or on the last occasion that a manager would call me within a week. Those things have not happened..

• Review fromNicole F

  Date: 26/01/2024

  4 stars
  * **** **** * *** ****** ******* I had Darren reach out to me personally to apologize and has re assured me that this should never had happened and I should have gotten my records much sooner.

• Review fromNicole F

  Date: 04/01/2024

  1 star
  * **** * ***** **** * *****
  I am very troubled by this company. I sent them over $200 back on September 26 2023 for both my son’s medical records as well as my own. I was told 4-6 weeks. My doctor passed away in April of 2023 so there should be no delays. I have reached out twice once was December 2 2023, with a response in Dec. 4 2023 and was told they were working on the files and would be sent soon. I again sent another email on the Dec. 19 2023 asking again and informed them I wanted them by the end of 2023 or I will have to take action. I heard back again on Monday January 1st 2024 with this response:
  We apologize for the delay. We currently are experiencing an unprecedented level of activity with patient record transfers which has caused many delays. I have reached out to my team regarding your medical records and I will reach out to you on January 2nd, 2024. Thank you for your patience and understanding.
  It is now the 4th of January. That means it has been 14 weeks since they took my money and my personal information without any receiving anything in return.
  This is very concerning they my information was left in the hands of their company.

• Review fromwayne d

  Date: 18/12/2023

  1 star

  wayne d

  Date: 18/12/2023

  I don't recommend this company. They have many many excuses for not sending my medical records. I've paid them, returned all their paperwork, and 3 1/2 months later still have not received my medical records.
  My doctor sold them information and now I can't even see what is legally mine to read.
  Is this a real company ** *** **** ******** *** ******* *** **** ** **** **** **** ******** thanks

  RSRS

  Date: 22/12/2023

  Mr. *******,
  I’m so sorry you had such a negative experience with a member of our staff as well as the delivery of your record. My understanding is that you now have both a copy of your record as well as a full refund of your payment. I very much appreciate your feedback as it allows us to zero in on certain specifics in need of further quality control. The employee directly involved in this case has been issued a warning for not following our customer support protocols and is returning for further training in the new year. With respect to the delivery of your record, we had an unusually busy last quarter to this year coupled with an unexpected shortage of staff, which resulted in a further delay in record request fulfillment. and delivery. We let you down and for that I’m truly sorry. Rest assured that your feedback is very purposeful for us and is resulting in a workflow upgrade so that this scenario does not repeat itself.
  Thank you again for your feedback.
  Also, please be assured that your doctor has not sold us any data of any sort in any way shape or form. Your personal health information is not used on any way other than for its intended purpose. Both your doctor and RSRS are subject to very strict privacy guidelines when it comes to your health data. What you are suggesting is a breach of confidentiality and privacy and is not something we would entertain at RSRS.
  Wishing you good health for the future.
  E. E.

• Review fromLois P

  Date: 15/03/2023

  1 star

  Lois P

  Date: 15/03/2023

  My Dr., *** ** ****** ** ********** **** notified me in November that her clinic and offices were closing on December 31, 2022. In December her office advised me that my medical records were going to RSRS in the Toronto area (North York, Ontario) and that I would be contacted by them later. I was contacted by RSRS North York, on December 28 and I verified who I was and RSRS demanded I pay a fee for them to provide me with my records. I paid the fee of $100.80 on my credit card. It was debited from my account on Dec. 29. The first week of January I received by mail a letter and a signature page for me to sign to authorize who I was and have RSRS send me my records. Late January and all of February and now into March. I have called and emailed RSRS numerous times. Many, Many Times. ! I still haven't received my records. Reasons given by RSRS have been " we haven't received the records from the Dr." " it can take 4 - 6 weeks to process", then " it can take 6 to 8 weeks to process", and lately " there is a problem with the ? process". I NEED my records because I have to seek medical attention for a medical concern that is bothering me. I don't have a new doctor yet and have to go to an urgent care facility or to emergency in Nanaimo. * **** * **************** *** ** ****** *** **** ********** **** ***** ***** **** ******** *** *** *** ****** *** *** **** ****** ** ************ **** ** ******** ***** ** **** ****** ***** ****** ****** ***** ***** **** *** *** * ****** ******** ******* **** ******* ******* *** ******* ** ******* ******** **** ******** 

  RSRS

  Date: 26/06/2023

  The situation which Ms. ******** describes is a very unfortunate one. In this particular case, RSRS was given indication several times that the records would be forthcoming from the physician for storage. Unfortunately, this was not so and the doctor herself was unreachable for an extended period. The delays were out of our control and we did all we could to expedite matters, however as agents for the physician, we were left completely at the mercy of the physician and her authorization to the EMR (electronic medical records) company to facilitate the transfer. We are so regretful for the prolonged delays which Ms. ******** and other patients from the same practice had to endure. Our processes with respect to the accountability of our physician clients has undergone a number of changes as a result of this particular engagement. I contacted Ms. ******** and explained the situation and offered our sincere apologies for the delays which she had to incur. She's a lovely lady who should not have had to endure this type of delay with respect to her own personal medical information. We hope that she and other patients from this practice ensure that they keep updated copies of their records with them at all times, especially during this period of serious doctor shortages. E. E.

• Review fromCarolyn R

  Date: 08/11/2022

  5 stars

  Carolyn R

  Date: 08/11/2022

  Jan C. was very quick in her responses to my questions and very helpful.

  RSRS

  Date: 29/11/2022

  We certainly appreciate you comments as we work very hard to assist patients, especially in light of the fact that so many of them do not have new doctors to go to once they lose their doctor. Thank you again. I will share your comments with Jan.
  E.E.

• Review fromJohn C

  Date: 17/08/2022

  1 star

  John C

  Date: 17/08/2022

  My doctor retired and left his records with this company. They have called me many times and each time I tell them NO. Today they called, and each time I politely said NO, then he said you have a very large and detailed file here; I did not give them permission to read my file. I finally had to tell them NO once again, and told him if he continued to press I would consider it ***********. Most of my doctor test are from *** ****** ****** ******, and can easily be accessed by my new doctor.

  RSRS

  Date: 23/09/2022

  There is no excuse for our company reaching out to you repeatedly if you tell them you are not interested in procuring your record. This can only result from when a Patient Service Representative does not update their notes, which goes against company policy. We apologize for that. Please be assured that nobody within our organization has read your file. We only verify the patient name, address and size of the record. No other personal details are read. Please understand that when we call, we are doing so at the doctor's instructions who is trying to ensure that you have access to the ENTIRE record following their departure from medical practice. The record from your doctor is far more complete than the one that contains only test results from St. Joseph Health. Again, our apologies for the additional calls. We will address this issue directly with the representative in question. Thank you for bringing this to our attention.