How to request documentation, forms, or records from your provider
ReachLink understands that clients may occasionally need documentation for work, school, disability, or personal use. This guide explains how to initiate a request, what types of documentation may be available, and important limitations to be aware of. All requests are fulfilled directly in session with your provider.
Step 1: EAP Limitations and Options
If you are receiving care through an Employee Assistance Program (EAP):
🚫 Providers cannot complete forms, write letters for disability/FMLA, or communicate with third parties on your behalf.
✅ What ReachLink providers can do during EAP sessions:
- Provide a letter confirming your counseling dates of service
- Provide session notes directly to you
Important: For any other documentation (disability claims, FMLA, etc.), please consult your Primary Care Physician (PCP) or Psychiatrist, as mental health providers under EAP cannot complete these forms.
Step 2: Types of Documentation Requests
- Short-Term Disability (STD) and Long-Term Disability (LTD) forms
- These requests often require formal medical certification from a licensed MD or DO.
- We recommend consulting your PCP to assist with completing these requests. Mental health providers alone often do not meet criteria for STD/LTD certification, which can lead to claim denials.
- FMLA or leave-of-absence documentation
- Providers can review requests and discuss what documentation is clinically appropriate
- All requests are completed in session with your provider
- Letters for Emotional Support Animals (ESA)
- Providers may issue ESA letters if clinically appropriate
- Must be discussed and completed directly in session
- Requires an established treatment relationship and adherence to your treatment plan
Step 3: How to Initiate a Request
- Discuss your request directly with your provider during a session
- Requests for documentation are always fulfilled in session to ensure accuracy, appropriateness, and compliance with clinical guidelines.
- Provide details about your request
- The type of documentation needed
- Intended recipient (e.g., employer, school, insurance)
- Any deadlines
- Complete a Release of Information (ROI), if you are requesting records be shared beyond ReachLink
- A release is not required to access your own records.
- Submitting an ROI does not guarantee records will be released or transmitted to the party listed.
- ReachLink generally does not facilitate releasing records directly to third parties. Our policy is to release records directly to the client, and the client may then choose whether/how to share them.
- Some sponsored benefits, like EAP, may limit sharing with third parties even with a release.
- Provider confirmation
- Your provider will confirm whether they are able to fulfill the request and outline the next steps.
Step 4: Requirements and Considerations
- You must be consistent and compliant with your provider’s recommended treatment plan
- Providers cannot guarantee completion of any request
- Requests may be declined if:
- The request falls outside the provider’s scope of practice
- Ethical or legal limitations apply
- Insufficient treatment history exists
Step 5: How Long It Takes
Processing time depends on:
- The type of documentation
- Complexity of the request
- Provider availability
Most requests are completed within several business days, but more complex requests (such as STD or LTD forms) may take longer. Submitting your request early is recommended if you have a specific deadline.
Need Help?
For questions about initiating a medical records request:
- Phone: 833-588-7992
- Email: support@reachlink.com
- In the App: Tap Get Help
Our Care Team can answer general questions and guide you on what documentation is possible, but all requests must be fulfilled directly with your provider during your session.
Release of Information (ROI)