Fix duplicate patient accounts
A duplicate patient account can happen when separate portal profiles are created for the same patient. This may cause appointments, billing notices, discharge instructions, transfer notes, or secure messages to appear under different accounts.
Use this guide if you see more than one Brookhaven or Alchemilla portal account for yourself, if your records appear split between accounts, or if Patient Accounts & Records asked you to submit a duplicate account review.
Before you begin
Before requesting a duplicate account review, gather as much information as you can from each account.
- Your Brookhaven or Alchemilla Patient ID
- The usernames or email addresses connected to each account
- Your full legal name as listed on your hospital records
- Your date of birth
- Your current phone number and mailing address
- Recent appointment, discharge, transfer, or billing paperwork
- Any facility names shown in each account, such as Brookhaven Hospital or Alchemilla Hospital
How duplicate accounts happen
Duplicate accounts are usually created by accident. Common causes include:
- Creating a new portal account instead of recovering an existing one
- Using a different email address after a hospital transfer
- Emergency intake creating a temporary patient profile
- Older paper records being converted into a new digital profile
- Name, address, or date-of-birth differences between facility records
- Separate Brookhaven and Alchemilla records not being linked correctly
- Caregiver or guardian access being created under the wrong profile
Request a duplicate account review
To request review of duplicate patient accounts:
- Sign in to the account you currently use most often.
- Go to Profile or Account Settings.
- Select Patient Accounts & Records.
- Select Report duplicate account.
- Enter the email address, username, or Patient ID for the other account, if known.
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Choose whether the duplicate account is connected to:
- Brookhaven Hospital
- Alchemilla Hospital
- Both facilities
- An unknown or older record
- Upload recent paperwork if the portal asks for supporting documentation.
- Select Submit review request.
What happens after review
After you submit a duplicate account review, Patient Accounts & Records will compare the accounts and determine whether they belong to the same patient.
Depending on the review, staff may:
- Merge duplicate portal profiles
- Link Brookhaven and Alchemilla records under one profile
- Move records to the correct account
- Remove duplicate contact information
- Update caregiver or guardian access
- Keep accounts separate if they belong to different patients
- Ask for additional identity verification before making changes
Standard reviews are usually completed within 3–5 business days. Reviews involving older paper files, restricted psychiatric notes, transfer discrepancies, or basement archive records may take longer.
FAQ
I cannot sign in to the other account
- Use the recover account or reset password option before creating another account.
- Check whether the other account uses an old email address or phone number.
- Include any known usernames, Patient IDs, or facility names in your review request.
- Contact Patient Accounts & Records if you cannot access either account.
My records are split between Brookhaven and Alchemilla
Split records between Brookhaven and Alchemilla may need to be linked rather than merged. If both profiles belong to you, submit a review request and include both Patient IDs.
Patient Accounts & Records will determine whether the profiles should be merged, linked, or kept separate.
My duplicate account review was denied
- Confirm that both accounts belong to the same patient.
- Check whether one account belongs to a caregiver, guardian, or dependent.
- Make sure the Patient IDs and dates of birth match your records.
- Contact the Records Office if you believe the denial was made in error.
My merged account is missing records
Some records may appear later than others after a merge. Billing records, secure messages, transfer notes, historical files, and restricted treatment notes may sync separately.
If records are still missing after 72 hours, contact Patient Accounts & Records.
The duplicate account 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 cannot report or resolve duplicate patient accounts, contact Patient Accounts & Records 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.
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