Question: In July, it was announced that the Honolulu Medical Group was ceasing operations and dissolving. Those wanting their medical records were told to mail a request form and check for $43.98 to HMG. We were told all unclaimed records would be destroyed on July 11, 2011. A friend and I mailed everything on July 26. My check was cashed on Aug. 11, but as yet, no records. HMG’s e-mail address no longer works and no one answers the phone. I wrote a letter on Oct. 19 asking them to please let me know what was happening. No response. Can you please get a response from HMG?

Answer: Those of you still awaiting requested records are asked to be very patient, because the task of retrieving them may take up to six months.

If you did contact HMG and your check was cashed, "you will get your records," said James Wagner, attorney for the now-defunct physicians group.

There "are a lot of patients," he said. "It’s just going to take some time."

In the Aug. 18 Kokua Line, we explained that HMG had about 80,000 records; paper records are at a records storage company and electronic records with an IT provider.

Wagner said HMG as an entity does not exist anymore, so there are no employees to answer e-mails and there are no phones.

The distribution of records is being handled by a third-party vendor. Former patients who have not yet done so may still order their records at honmed.com.

Auwe

To the state Airports Division. I fly interisland and to the mainland two to three times a month. The moving walkways between Terminal 2 and the agriculture checkpoint are always broken. The flight information board at the Hawaiian Airlines interisland lobby and several video screens over the interisland gates and security area are out of service. Windows and glass panes are filthy and dust is present behind the seats and along the windows. Not a very good impression for our visitors! — Frequent Traveler

Department of Transportation spokeswoman Tammy Mori said it’s been a continual struggle to keep the staffing at adequate levels to handle an airport the size of Honolulu International.

The department’s custodial staff is responsible for keeping restrooms, holding rooms, general walkways and certain windows clean.

The dirty conditions "are a result of limited resources overall," Mori said. "We therefore prioritize the work of the custodians, highest priority going to the cleanliness of the restrooms."

Meanwhile, Ford Audio has the contract to maintain the flight information boards and video screens.

"Very similar to the moving walkway situation (Kokua Line, Nov. 12), the boards were installed more than a decade ago and repair parts are difficult to find," Mori said. "Often the parts are custom-made by the maintenance contractor."

New motherboards and monitors have been ordered for the LCD screens. Once they arrive, likely in "a few weeks," all the inoperable screens should be back up, Mori said.

"When the maintenance contact is finalized, that will help us get additional staffing to help us maintain better levels of cleanliness and repairs," she said.

Meanwhile, Mori said the walkways will be moving again next week.

CORRECTED NUMBER

The number to call to report abandoned vehicles to the city is 733-2530. We gave the fax number in Tuesday’s Kokua Line.

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Write to "Kokua Line" at Honolulu Star-Advertiser, 7 Waterfront Plaza, Suite 210, 500 Ala Moana Blvd., Honolulu 96813; call 529-4773; fax 529-4750; or e-mail kokualine@staradvertiser.com.