Report unauthorized portal access

Mira
Mira
Updated

Report unauthorized portal access if you believe someone viewed, used, changed, downloaded, requested, or shared your Silent Hill Healthcare records without your permission. This may include access to Brookhaven Hospital records, Alchemilla Hospital records, dependent records, authorized access settings, visit summaries, discharge documents, or secure messages.

Unauthorized access reports are reviewed by Silent Hill Privacy Services, Patient Accounts & Records, or Health Information Management depending on the issue. Reports involving medical record access, behavioral health information, legal representatives, minor patients, or facility record mismatches may require additional review.

Important: If you believe there is an immediate safety concern, contact local emergency services or the appropriate facility directly. A portal access report helps investigate privacy and account concerns, but it is not a substitute for emergency assistance.

Take immediate security steps

If you think someone may have accessed your portal without permission, take these steps before or immediately after submitting a report.

  1. Reset your portal password.
  2. Review your two-factor authentication settings.
  3. Remove any phone numbers, email addresses, or recovery methods you do not recognize.
  4. Review your authorized users list.
  5. Remove access for any person who should no longer view your records.
  6. Check recent portal activity, if available.
  7. Report the concern to Silent Hill Privacy Services.
Note: Removing an authorized user does not change your personal password. If someone knows your username, password, or two-factor recovery method, update your sign-in settings immediately.

Signs of unauthorized portal access

You may want to report unauthorized access if you notice:

  • Portal sign-ins you do not recognize
  • Password reset emails or verification codes you did not request
  • Authorized users you did not approve
  • Records requests you did not submit
  • Changes to your email address, phone number, mailing address, or recovery methods
  • Secure messages you did not send
  • Appointment changes or cancellations you did not make
  • Brookhaven or Alchemilla records appearing under the wrong profile
  • Dependent or minor patient records linked to the wrong account
  • Someone mentioning records, diagnoses, visit details, or discharge instructions they should not have seen
Tip: Write down the date, time, device, person, record, or portal page involved while the details are still fresh. This helps Privacy Services review the report more quickly.

Report unauthorized access

To report unauthorized portal access:

  1. Sign in to your Silent Hill Healthcare patient portal:
  2. Go to Privacy, Consent & Authorized Access.
  3. Select Report unauthorized portal access.
  4. Choose the type of concern, such as unknown sign-in, unauthorized user, records request, profile change, or dependent record concern.
  5. Enter the approximate date and time of the activity, if known.
  6. Describe what happened and which records or portal areas may have been affected.
  7. Upload screenshots or supporting documents if available.
  8. Confirm that you have changed your password or explain if you cannot access your account.
  9. Select Submit report.
Note: If you cannot sign in, contact Silent Hill Privacy Services or Patient Accounts & Records by phone. Do not create a new portal account to report unauthorized access unless staff ask you to.

What to include in your report

Include as much detail as you can. Do not include unrelated medical history.

  • Your full legal name
  • Your date of birth
  • Your Brookhaven, Alchemilla, or Silent Hill Healthcare Patient ID, if available
  • The portal account or facility involved
  • The date and time of the activity, if known
  • The type of activity you noticed
  • The name of any person you believe may have accessed the account, if known
  • Whether records were viewed, downloaded, requested, changed, or shared
  • Whether dependent, minor, behavioral health, or legal records were involved
  • Any screenshots, emails, messages, or notices related to the concern
Important: Do not upload another person’s private medical records unless Privacy Services asks you to. If you see information that does not belong to you, stop viewing it and report the issue.

What happens after you report it

After your report is submitted, Silent Hill Healthcare reviews the concern and determines which teams need to be involved.

Account review Patient Accounts & Records may review account settings, contact information, recovery methods, and authorized users.
Privacy review Privacy Services may review whether protected health information was viewed, requested, changed, or disclosed.
Records review Health Information Management may review affected Brookhaven, Alchemilla, dependent, or municipal records.
Follow-up You may receive secure messages, phone calls, or written follow-up if more information is needed.

Standard reports are usually reviewed within 3–5 business days. Reports involving behavioral health records, minor or dependent records, legal representatives, facility mismatches, or potential privacy incidents may take longer.

Protect your account after reporting

After you submit the report, continue securing your account.

  • Use a new password that you do not use on other sites
  • Keep two-factor authentication turned on
  • Remove unknown recovery phone numbers or email addresses
  • Review authorized users and remove anyone who should no longer have access
  • Check linked Brookhaven and Alchemilla records for unexpected changes
  • Review dependent accounts and caregiver access, if applicable
  • Watch for new verification emails, password reset messages, or records request notices
Tip: Never share your portal password, verification code, or recovery codes. Authorized users should have their own approved access instead of using your sign-in credentials.

FAQ

I cannot sign in to report the issue
  • Use account recovery to reset your password.
  • Check whether your recovery email or phone number has changed.
  • Contact Patient Accounts & Records if account recovery does not work.
  • Contact Privacy Services if records may have been accessed without permission.
I see an authorized user I do not recognize

Remove the authorized user if the portal allows it, then report the concern to Privacy Services. If the user appears connected to guardianship, legal representation, case work, or dependent access, manual review may be required before removal is complete.

A record or message was changed without my permission

Report the change and include the record name, message, visit date, facility, and what appears different. Do not delete or edit affected information unless Privacy Services or Health Information Management instructs you to.

Someone used my information to request records

Report the records request to Privacy Services. Include the request date, facility, recipient if known, and any confirmation emails or secure messages you received. Health Information Management may review whether records were released.

The report 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, restricted offices, or archive areas.

Need more help?

If you believe your portal was accessed without permission, contact Silent Hill Privacy Services or Patient Accounts & Records.

Authorized support only: Silent Hill Healthcare does not use third-party portal investigation or account recovery services. Do not share your Patient ID, portal password, verification code, legal documents, diagnosis details, treatment records, or security screenshots with anyone claiming to investigate portal access outside the official portal, Records Office, or Privacy Services process.

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