Well, I'm upset I didn't see your post back in November, but I'll try to answer your most recent questions..
Unfortunately what just happened to you has happened to me a few times and it is nothing but frustrating. You would think I would know the time-out timing; however, I don't, so what I have found is that if I'm typing a very long response, or taking a bit of time then I will copy my response to clipboard with a ctrl-c and then hit 'Submit Reply'. That way if it times out I can just resign in and then hit ctrl-v to repaste my response and then hit submit reply. It's not perfect, but it's a work-around that works.
Okay, onto the records issue. One of the biggest reasons you are likely getting the run-around is you aren't there in person. I would recommend (although it appears it's a drive) that you physically go to the hospital to which you are currently assigned (and if your son is now 18 or older he needs to go in person too) and speak to the Medical Records people (if they ask for specifics then it's the Outpatient Medical Records.
As stated before the military switched over to an electronic medical record known as AHLTA in the 2005'ish time frame; however, not all hospitals converted at the same time. So whatever hospital you go to will have the records dating back to sometime around 2005. They will have you fill out the form you already have and that will start the process. They will be able to get your records very easily back to that timeframe, the records from before then may be a little more difficult and may require requests to the centralized facility where all records > X years (I cannot recall what X is though) are sent.
To give you an idea of how it should work here is the appropriate webpage for Naval Medical Center San Diego. Your hospital should work very similar, but for best service I always recommend showing up in person when it's something as important as this.
http://www.med.navy.mil/sites/nmcsd/Patients/Pages/services/MedicalRecords-RecordsTransfer.aspx
