Valley Rehabilitation and Healthcare Center violated federal requirements when they failed to send requested medical records within the mandatory timeframe, federal inspectors found during a September complaint investigation.
The facility's nursing home administrator initially sent the records to an incorrect email address that contained a misspelling of the resident representative's name. When that delivery failed, staff waited weeks before attempting to resend the information.
During interviews on September 10, the nursing home administrator compared the email address she had been using with the correct address stored in the resident's electronic medical record contact list. She acknowledged the facility had documented the representative's email address incorrectly and called it "the facility's error."
The administrator promised to ensure the resident received all requested medical records at the proper email address. The business office manager said she would update the resident's contact information with the correct spelling.
But the problems ran deeper than a simple typo. The nursing home administrator told inspectors she believed the facility had 30 days to provide medical records to families, despite federal regulations requiring delivery within 48 hours of receiving a signed authorization form.
Only after reviewing the facility's own medical records policy during the inspection did the administrator realize her mistake. The policy clearly stated that medical records should be provided to residents' representatives within 48 hours, excluding holidays and weekends.
The administrator said she would educate the medical records director about the correct timeline. She also promised the facility would conduct an audit of all residents' electronic medical record contacts to verify they had accurate information for family representatives.
The medical records director, when interviewed again on September 11, confirmed the nursing home administrator had informed her about the 48-hour requirement. She said the facility had recently hired a medical record assistant to ensure someone from the medical records department would be present five days a week.
The additional staffing, she explained, would help ensure timely responses to record requests from families and other authorized representatives.
Federal regulations require nursing homes to provide residents and their representatives with access to medical records within 48 hours of receiving a proper authorization. The rule exists to ensure families can make informed decisions about their loved ones' care and transfer records when moving between facilities.
During the inspection, the nursing home administrator finally sent the requested medical records to the resident's representative at the correct email address on September 10 at 3:07 p.m. Inspectors verified the email was delivered properly.
The facility's business office manager acknowledged that going forward, any new contact information for residents or their representatives would need to be provided in writing before being entered into the electronic medical record system.
The violation occurred despite the facility having the correct email address stored in the resident's electronic medical record. Staff had simply been using an outdated, misspelled version when attempting to fulfill the records request.
The nursing home administrator's confusion about the 48-hour requirement suggests broader training issues within the facility's medical records department. Federal inspectors noted that staff responsible for handling protected health information requests must understand both regulatory requirements and internal policies.
The delayed delivery of medical records can have serious consequences for residents and families. When facilities fail to provide timely access to medical information, it can interfere with care transitions, second opinions, and family decision-making about treatment options.
Valley Rehabilitation and Healthcare Center's violation was classified as causing minimal harm with few residents affected. However, the incident highlights how administrative errors and policy misunderstandings can prevent families from accessing critical medical information about their loved ones.
The facility must submit a plan of correction detailing how they will prevent similar violations in the future. This typically includes staff training, policy updates, and monitoring procedures to ensure compliance with federal medical records requirements.
Full Inspection Report
The details above represent a summary of key findings. View the complete inspection report for Valley Rehabilitation and Healthcare Center, The from 2025-09-11 including all violations, facility responses, and corrective action plans.
Additional Resources
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