Frequently Asked Questions

General

What is HealthEx? HealthEx is a patient-directed health data platform that gives you control over your medical records. It makes it easy to access health information from multiple healthcare providers, view it in one place, and share it securely with doctors, specialists, health plans, apps, and AI agents.

Who owns my health data? You do. HealthEx believes in patient data rights — your medical information belongs to you. HealthEx is simply the tool that makes accessing and controlling it easier.

How is HealthEx different from my hospital's patient portal? HealthEx aggregates your full health history across all providers in one place, making it possible to share any part of your record with trusted third parties, apps, and AI agents — something a single hospital portal can't do.

Records & Access

How does HealthEx get my clinical records? HealthEx connects to 50,000+ healthcare organizations via direct connections and the TEFCA, CareQuality, and CommonWell networks. When you authorize access, HealthEx retrieves your records on your behalf — the same information you'd get by requesting it from your doctor's office, but faster.

What parts of my record can I access? Lab results, medications, immunizations, visit summaries, diagnoses, procedures, and clinical notes. The specific information available depends on what your providers have in their systems.

How long does it take to get my records? Most records are available within minutes. Some facilities may take up to one hour, in which case HealthEx will notify you by email once they're available.

How long can my records be accessed for? HealthEx consent is valid for one year from the date you authorize it. Your records can be refreshed automatically during this period. If consent expires, you'll need to re-authorize.

What if my records were not found? The most common causes are:

• Your provider is not yet live on the TEFCA network
• Your contact information doesn't match what your provider has on file
• Your records are stored under a different name or date of birth
• Your provider's systems have a delay after a recent visit

To resolve this, try adding providers manually through the HealthEx provider search, confirm your details are up to date with your care team, or contact your provider directly.

What if I have records from providers outside the U.S.? Currently HealthEx only connects to U.S.-based healthcare providers. International records may be supported in the future.

What are health records? Electronic files from past visits to doctors, hospitals, and clinics. They may include diagnoses, medications, allergies, test results, procedures, and other details about your care.

Privacy & Security

Is my health information secure? Yes. HealthEx uses bank-level encryption and follows strict healthcare privacy regulations including HIPAA and SOC2. Your data is never sold or shared without explicit permission, and any access by AI is not subject to model training.

How do I give, update, or revoke consent? In the patient portal you can update or revoke access to specific requests under the My Requests tab, or globally opt out via My HealthEx → Manage Profile → Opt out of HealthEx.

Identity Verification

Why am I being asked to verify my identity with CLEAR? HealthEx uses CLEAR to automatically match you to your health records without requiring you to log in to each provider individually. This confirms your identity meets federal IAL2 standards required to retrieve records via TEFCA. CLEAR verification is free, takes 3–5 minutes, and is optional — you can manually connect providers instead.

Why am I seeing Fasten instead of HealthEx? HealthEx locates records two ways:

• Automatically via the TEFCA network
• Manually via other networks such as Fasten Health

You may see the Fasten name appear during provider login screens. This is because HealthEx partners with Fasten Health as a supplemental data retrieval layer for providers not yet reachable through TEFCA. Both companies use enterprise-grade encryption and neither sells your personal health information.