Update your name, contact information, or address

Ghost

June 10, 2026 20:20 Updated June 11, 2026 22:41

Keeping your patient information up to date helps Brookhaven Hospital, Alchemilla Hospital, and Silent Hill Healthcare contact you about appointments, billing notices, discharge instructions, transfer documents, and records requests.

Use this guide to update your legal name, preferred name, phone number, email address, mailing address, emergency contact, or caregiver information in the patient portal.

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

Update coverage

The profile details you can update depend on your account type, care facility, and whether your records are active, archived, or restricted.

Contact information	Email address, phone number, notification preference, and emergency contact can usually be updated in the portal.
Mailing address	Residential and mailing addresses can be updated online unless the account is under billing review or transfer review.
Legal name	Legal name changes require supporting documentation and review by Patient Accounts & Records.
Restricted records	Updates for sealed psychiatric notes, basement archive files, or historical case materials may require in-person verification.

Before you begin

Before changing your patient profile, make sure you have:

Your Brookhaven or Alchemilla patient portal username
Your Patient ID
Access to your current email address or phone number
Your most recent discharge, transfer, billing, or appointment paperwork
Supporting documentation for legal name changes or guardianship changes

Important: If your account was created during emergency intake, psychiatric observation, unidentified-patient intake, or transfer intake, some profile fields may be temporarily locked. Contact Patient Accounts & Records before creating a duplicate account.

Tip: If you were transferred between Brookhaven Hospital and Alchemilla Hospital, update your information through the portal for your most recent care facility first. Transfer records may take up to 24 hours to sync.

Update your phone number or email address

You can update your phone number or email address from your patient portal profile.

Sign in to the correct portal for your facility:
- portal.brookhaven.sh
- portal.alchemilla.sh
Select Profile or Account Settings.
Select Contact Information.
Choose the phone number or email address you want to update.
Enter the new information.
Select Save changes.
Enter the verification code sent to your new email address or phone number.

Note: Updating your contact information may also update where appointment reminders, billing notices, discharge instructions, and secure message alerts are sent.

Update your mailing address

Use your mailing address to receive paper statements, mailed records, discharge summaries, and official correspondence from Silent Hill Healthcare.

Sign in to your patient portal.
Go to Profile or Account Settings.
Select Address.
Enter your current residential address and mailing address.
Confirm whether this address should be used for billing, records, or appointment notices.
Select Save changes.

Tip: If you live near Toluca Lake, South Vale, Old Silent Hill, or the Resort Area, confirm that your address includes the correct street, apartment number, and delivery instructions. Local fog advisories may delay mailed records.

Warning: Do not enter temporary shelter locations, closed wards, abandoned wings, or motel rooms as a permanent address unless you have been instructed to do so by Patient Accounts & Records.

Update your name

Name updates are handled differently depending on whether you are updating a preferred name or a legal name.

Update your preferred name

Preferred name updates usually do not require documentation.

Sign in to your patient portal.
Go to Profile or Account Settings.
Select Name & Identity.
Enter your preferred name.
Select Save changes.

Update your legal name

Legal name updates require documentation so your medical records, billing records, and identity verification details stay consistent.

Sign in to your patient portal.
Go to Profile or Account Settings.
Select Name & Identity.
Select Request legal name change.
Upload an approved document, such as a court order, updated identification, marriage certificate, divorce decree, or guardianship document.
Select Submit for review.

Note: Legal name changes do not change historical treatment notes. Older records may continue to display the name used at the time of treatment while newer records show your updated name.

Review times

Most profile changes are processed automatically, but some updates require staff review.

Email or phone number	Usually updates immediately after verification.
Mailing address	Usually updates within 24 hours. Billing systems may take longer to sync.
Preferred name	Usually updates immediately in portal messages and appointment reminders.
Legal name	Usually reviewed within 3–5 business days, depending on documentation and records-office availability.

FAQ

I never received my verification code

Check your spam or junk folder.
Confirm that your new phone number or email address was entered correctly.
Wait 10 minutes before requesting a new code.
If a fog advisory or townwide siren event is active, try again once service stabilizes.

I cannot edit my name or address

Confirm that you are signed in to the portal for your most recent care facility.
Check whether your account is under transfer review, billing review, or records review.
Make sure you are not trying to edit a restricted historical record.
Contact Patient Accounts & Records if the field remains locked.

My legal name change was denied

Make sure the uploaded document is clear and readable.
Confirm that the document matches the patient listed on the account.
Upload an accepted legal document rather than a handwritten note or unofficial letter.
Contact the Records Office if you believe the request was denied in error.

My old address still appears on billing notices

Billing systems may take longer to sync than the patient portal. If your address still appears incorrectly after 72 hours, contact Patient Accounts & Records.

The profile 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.

Need more help?

If you still can’t update your name, contact information, or address, 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 profile update services. Do not share your Patient ID, password, verification code, legal documents, treatment details, or transfer paperwork with anyone claiming to provide outside portal support.

Was this article helpful?

0 out of 0 found this helpful

Comments