I have duplicate patient accounts

Mira
Mira
Updated

You may have duplicate patient accounts if your Brookhaven, Alchemilla, billing, portal, or medical records appear split between more than one profile. Duplicate accounts can make visits, statements, messages, authorized access, insurance information, or medical records appear incomplete or inconsistent.

Duplicate accounts do not always mean your records are lost. In many cases, Silent Hill Healthcare can review the profiles, confirm your identity, and link or merge records when it is safe and appropriate to do so.

Note: Duplicate account reviews may take longer when records involve Brookhaven behavioral health care, Alchemilla emergency visits, dependent accounts, older paper files, former names, legal guardianship, lake fog advisories, or townwide siren events.

Signs you may have duplicate accounts

You may want to report duplicate patient accounts if you notice:

  • Some visits appear in one portal profile, but other visits appear in another
  • Brookhaven records are missing, but Alchemilla records appear
  • Alchemilla emergency records are missing, but Brookhaven records appear
  • Your billing account or guarantor profile does not match your medical record profile
  • You receive statements under a former name, old address, or different Patient ID
  • Your insurance information appears on one account but not another
  • Authorized users can see some records but not others
  • A dependent or minor patient record appears under the wrong profile
  • You are asked to create a new portal account even though you already have one
  • Patient Accounts & Records tells you that more than one profile may exist
Tip: Keep track of which portal, email address, Patient ID, or facility shows each record. This helps Patient Accounts & Records identify which profiles need review.

Why duplicate accounts happen

Duplicate patient accounts can happen when information entered during registration does not match an existing portal or medical record profile.

Name difference A former name, legal name change, preferred name, spelling difference, or missing middle initial may create a separate profile.
Contact mismatch Different phone numbers, email addresses, mailing addresses, or recovery methods can prevent records from matching.
Facility registration Brookhaven and Alchemilla may create separate records if registration details do not match during emergency, inpatient, or transferred care.
Dependent or guarantor relationship Minor, dependent, guardian, caregiver, or guarantor relationships may cause records to appear under a different account.
Legacy or archived records Older Brookhaven, Alchemilla, or municipal records may need manual matching before they appear under your current portal profile.
Note: If your duplicate account concern involves Brookhaven and Alchemilla records that should be under one profile, see Link Brookhaven and Alchemilla records under one profile .

What not to do

Duplicate accounts should be reviewed by Patient Accounts & Records before any changes are made.

  • Do not create another portal account to try to fix missing records.
  • Do not change your name, date of birth, or address to force a match.
  • Do not delete authorized users unless the issue involves privacy or account security.
  • Do not submit multiple duplicate requests for the same account problem.
  • Do not download records that appear to belong to another patient.
  • Do not share your portal password or verification codes with anyone offering to merge accounts.
Important: If you see records that belong to another person, stop viewing them and report the issue immediately. Do not print, download, screenshot, or share another patient’s information unless Privacy Services instructs you to.

What to check before reporting it

Before submitting a duplicate account review, collect the details that may help match the affected profiles.

  • Your current portal email address
  • Any older portal email addresses you may have used
  • Current and former legal names
  • Date of birth
  • Current and former phone numbers
  • Current and former mailing addresses
  • Known Brookhaven, Alchemilla, or Silent Hill Healthcare Patient IDs
  • Facilities where you received care
  • Missing visit dates or records that appear on the wrong profile
  • Billing account numbers or guarantor numbers, if the issue involves statements
Tip: If your concern involves billing records, have your account number or guarantor number ready. For help finding those numbers, see Find your account number or guarantor number .

Report duplicate patient accounts

To report duplicate patient accounts:

  1. Sign in to your Silent Hill Healthcare patient portal:
  2. Go to Account Problems and Record Mismatch.
  3. Select I have duplicate patient accounts.
  4. Enter your current portal email address and any previous email addresses you may have used.
  5. Enter any known Patient IDs, account numbers, or guarantor numbers.
  6. List which records appear under each account, such as Brookhaven visits, Alchemilla emergency visits, billing statements, lab results, or visit summaries.
  7. Explain whether the issue affects medical records, billing records, authorized access, dependent records, or all areas.
  8. Upload supporting screenshots only if they do not show another patient’s information.
  9. Select Submit review request.
Note: For the full duplicate-account correction process, see Fix duplicate patient accounts .

FAQ

My records are split between Brookhaven and Alchemilla

This may mean your facility records are not linked under one profile, or it may reflect separate records from transferred care. Submit a duplicate account or profile-linking review so Patient Accounts & Records can confirm the correct setup.

I can sign in to one account but not the other

Do not create another portal account. Use account recovery if needed, then submit a duplicate account review with all known email addresses, phone numbers, and Patient IDs.

My billing account is separate from my medical records

Billing and medical records may use different account numbers, but they should still be connected to the correct patient and guarantor profile. Include your account number or guarantor number when submitting the duplicate account report.

My dependent’s records are under the wrong account

Dependent and minor patient records may require guardian or authorized access review. Include the dependent patient’s name, date of birth, facility, and your relationship to the patient when submitting the request.

The portal shows information that is not mine

Stop viewing the record and report the concern to Privacy Services immediately. Do not download, print, screenshot, or share another patient’s information unless Privacy Services instructs you to.

Need more help?

If you believe you have duplicate patient accounts, contact Patient Accounts & Records. If you see another patient’s information, contact Silent Hill Privacy Services immediately.

Authorized support only: Silent Hill Healthcare does not use third-party duplicate account repair services. Do not share your Patient ID, portal password, verification code, visit summaries, billing statements, insurance information, legal documents, or screenshots with anyone claiming to merge patient accounts outside the official portal, Records Office, Billing Office, or Privacy Services process.

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