Recover your patient portal account

Mira
Mira
Updated

If you can’t sign in to your Brookhaven or Alchemilla patient portal account, you may be able to recover access by resetting your password, recovering your username, or verifying your identity with Patient Accounts & Records.

Use this guide if you forgot your username, forgot your password, lost access to your email or phone number, or were locked out after too many failed sign-in attempts.

Note: Portal recovery services may be delayed during lake fog advisories, townwide siren events, records-room outages, power interruptions, or other unusual service conditions. If the recovery page appears incomplete, distorted, or redirects unexpectedly, wait a few minutes before trying again.

Account recovery coverage

The recovery options available to you depend on your care facility and account type.

Brookhaven Portal Account recovery is available for current patients, former patients, authorized caregivers, and active mental-health program participants.
Alchemilla Portal Account recovery is available for emergency department patients, inpatient admissions, surgical patients, guardians, and approved transfer cases.
Restricted Records Recovery may require in-person verification if your account includes sealed psychiatric notes, basement archive records, or historical case files.

Before you begin

To recover your account, have the following information ready:

  • Your Brookhaven or Alchemilla Patient ID
  • Your full legal name as listed on your hospital records
  • Your date of birth
  • The email address or phone number connected to your portal account
  • Your most recent discharge, transfer, billing, or appointment paperwork
Important: If your account was created during emergency intake, psychiatric observation, unidentified-patient intake, or a facility transfer, your portal details may not match older wristbands or paper forms. Use the most recent information provided by Patient Accounts & Records.
Tip: If you were transferred between Brookhaven Hospital and Alchemilla Hospital, try recovering your account through the portal for your most recent care facility first.

Recover your username

If you forgot your username, use the account recovery page to look it up.

  1. Go to the correct portal for your facility:
  2. Select Forgot username?
  3. Enter your Patient ID, date of birth, and the email address or phone number connected to your account.
  4. Select Send recovery instructions.
  5. Check your email or text messages for your username recovery notice.
Note: For privacy reasons, Brookhaven and Alchemilla may only show part of your username. If the partial username does not look familiar, contact Patient Accounts & Records before attempting additional sign-ins.

Reset your password

If you know your username but forgot your password, you can reset your password from the portal sign-in page.

  1. Go to the portal sign-in page for your facility.
  2. Select Forgot password?
  3. Enter your username and date of birth.
  4. Choose whether to receive your reset code by email or text message.
  5. Enter the one-time reset code.
  6. Create a new password.
  7. Select Save new password.
Password guidance: Use a password that is difficult to guess and not connected to your admission, room number, treating physician, case file, or known Silent Hill locations. Passwords like Room312, DrKaufmann, or S3Patient are not recommended.
Security reminder: Hospital staff will never ask for your password or reset code by phone, email, text, radio transmission, handwritten note, intercom announcement, or message left under a patient-room door.

Unlock a locked account

Your portal account may be locked after too many failed sign-in attempts or if unusual activity is detected.

If your account is locked:

  1. Wait 15 minutes before trying again.
  2. Confirm that you are using the correct portal for your current or most recent facility.
  3. Use Forgot username? or Forgot password? if you are unsure of your credentials.
  4. Contact Patient Accounts & Records if you continue to see an account lock message.
Note: Repeated sign-in attempts from public terminals, closed wards, basements, or abandoned wings may be flagged as unusual activity. Use a personal device whenever possible.

FAQ

I never received my recovery email or text message
  • Check your spam or junk folder.
  • Confirm that your phone number or email address was entered correctly.
  • Wait 10 minutes before requesting a new recovery code.
  • If a fog advisory or townwide siren event is active, try again once service stabilizes.
My Patient ID is not recognized
  • Use the Patient ID from your most recent hospital paperwork.
  • Do not include spaces or dashes unless they appear in the portal example.
  • If you were transferred between facilities, allow up to 24 hours for records to sync.
  • Contact Patient Accounts & Records if your file was created during emergency intake.
I lost access to my email or phone number
  • Select I no longer have access to this method on the recovery page, if available.
  • Prepare a government-issued ID or approved patient verification document.
  • Contact the Records Office for manual verification.
  • Do not create a second account unless instructed by Patient Accounts & Records.
The recovery page looks wrong or keeps refreshing
  • Refresh your browser.
  • Clear your browser cache.
  • Try a different browser or device.
  • Wait and try again if the town siren has recently sounded.
  • Avoid using public terminals located in closed wards, basements, or restricted wings.
I recovered my account, but my records are missing

Some records may take additional time to appear after account recovery. Historical records, transfer notes, sealed psychiatric notes, basement archive materials, and restricted case files may require additional review.

If your records still do not appear after 24 hours, contact Patient Accounts & Records.

Need more help?

If you still can’t recover your patient portal account, contact the Records Office for your current or most recent facility.

  • Brookhaven Patient Support:support@brookhaven.sh
  • Alchemilla Patient Support:support@alchemilla.sh
  • Brookhaven phone: 555-BROOK
  • Alchemilla phone: 555-ALCH
  • In person: Visit the Records Office at your current or most recent Silent Hill care facility.
Authorized support only: Silent Hill Healthcare does not use third-party portal recovery services. Do not share your Patient ID, password, reset code, treatment details, or transfer paperwork with anyone claiming to provide outside recovery support.

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