Acknowledge the request
Confirm you received it and will handle it carefully.
Verify who is asking
Check identity before sharing anything, using a method you can defend.
Explain the process
Say what form is needed, what format records come in and who prepares them.
Give a timeline
State when they will receive the records and how.
Be clear about fees
If you charge for copies, say how much and why.
Send securely
Use a secure link or portal, not plain email attachments.