Why some records may not appear in your portal right away

Before you begin

Before contacting Health Information Management about a missing record, check the following:

• You are signed in to the correct portal profile
• Your Brookhaven and Alchemilla records are linked, if you received care at both facilities
• You are viewing the correct facility, visit date, or discharge date
• You checked Visits, Documents, Medical Records, and Discharge Documents
• The visit or test was completed recently enough for records to be processed
• You have completed any required identity verification steps

Common reasons records are delayed

Records may be delayed for several routine administrative or clinical reasons.

Lab and diagnostic review delays

Lab results and diagnostic reports may not appear immediately after testing. Some results are released only after the laboratory, imaging department, or ordering provider completes review.

Delays may occur when:

• A specimen requires repeat testing or confirmation
• A result must be reviewed by the ordering provider
• Several tests were ordered as part of one panel
• Imaging results are waiting for radiology interpretation
• Results were ordered during an emergency visit or inpatient stay
• Results are connected to a transfer between Alchemilla and Brookhaven

Provider sign-off and documentation review

Visit documentation usually needs to be completed and signed before it appears in the portal. This may include provider notes, diagnosis details, care plans, therapy summaries, operative notes, discharge instructions, or medication changes.

Documentation may take longer when:

• The visit involved multiple departments or care teams
• The patient was transferred between facilities
• The record includes surgical, emergency, or inpatient documentation
• The provider needs to correct or clarify part of the note
• The record includes behavioral health, therapy, or safety planning details

Privacy or release review

Some records require additional privacy or release review before they can appear in the portal. This helps protect patient confidentiality and prevents information from being released to the wrong account.

Privacy review may be required for:

• Records involving another patient’s information
• Behavioral health or therapy documentation
• Minor patient, guardian, or caregiver access records
• Legal holds, court-related documents, or law-enforcement requests
• Records linked to duplicate accounts or identity discrepancies
• Records from restricted wards, special units, or archived case files

Older paper records and archive retrieval

Some older Brookhaven and Alchemilla records were created before the current patient portal system. These records may exist as paper files, scanned documents, or archived charts.

Older records may need to be:

• Located by facility, treatment date, or medical record number
• Retrieved from off-unit or facility archives
• Scanned into a digital format
• Reviewed for legibility and completeness
• Checked for restricted or third-party information
• Manually attached to the correct portal profile

What you can do

If a record does not appear right away, use these steps before submitting a new request.

1. Confirm that you are signed in to the correct portal account.
2. Check the correct facility section, such as Brookhaven Hospital or Alchemilla Hospital.
3. Search by visit date, discharge date, test date, or document type.
4. Review Visits, Documents, Medical Records, and Discharge Documents.
5. Wait the expected processing time for the record type.
6. Check secure messages for requests for additional verification or authorization.
7. Contact Health Information Management if the expected processing time has passed.

FAQ

Need more help?

If the expected release time has passed and the record still does not appear, contact Health Information Management for the facility where you received care.

• Brookhaven Health Information Management:records@brookhaven.sh
• Alchemilla Health Information Management:records@alchemilla.sh
• Brookhaven Records Office: 555-BROOK
• Alchemilla Records Office: 555-ALCH
• In person: Visit the Health Information Management desk at your current or most recent Silent Hill Healthcare facility.