Why do I see the wrong facility on my visit history?

Mira
Mira
Updated

Your visit history may sometimes show a facility name that does not match where you remember receiving care. For example, a visit you remember as an Alchemilla Hospital emergency visit may also show Brookhaven Hospital, or a Brookhaven treatment record may appear under a connected Alchemilla encounter.

This does not always mean your record is wrong. Some visits include multiple departments, facility transfers, provider reviews, shared billing records, or linked records between Brookhaven and Alchemilla. However, if the facility appears clearly incorrect, Silent Hill Healthcare can review the record and correct the account or visit history when needed.

Note: Facility names may update after provider sign-off, discharge processing, transfer review, billing review, archive retrieval, lake fog advisories, or townwide siren events.

Common reasons the wrong facility appears

A facility mismatch can happen for several reasons. Some are normal record-linking behavior, while others may require correction.

Facility transfer Care began at one facility and continued at another, such as Alchemilla emergency care followed by Brookhaven admission or consultation.
Shared department review A department, provider, lab, imaging unit, or behavioral health team from another facility reviewed part of the visit.
Linked records Brookhaven and Alchemilla records may be linked under one profile when the same patient received care at both facilities.
Billing account display Billing and visit history may display different facility names when one visit created separate facility, provider, lab, or emergency-service charges.
Account mismatch A visit may be attached to the wrong portal profile, duplicate patient account, dependent account, or legacy archived record.
Tip: If the visit date, provider, department, and document type look correct, the facility name may reflect a connected department rather than a true record error.

Brookhaven and Alchemilla transfer records

Some Silent Hill Healthcare visits involve both Brookhaven Hospital and Alchemilla Hospital. When this happens, your portal may show records from both facilities even if you remember the visit as happening in one place.

This can happen when:

  • You were evaluated in the Alchemilla emergency department and later transferred to Brookhaven
  • Brookhaven reviewed behavioral health needs during an Alchemilla emergency visit
  • Alchemilla provided medical clearance before Brookhaven admission
  • Lab, imaging, pharmacy, or provider services were performed by a different department
  • An older paper record was retrieved and linked to your current portal profile
  • Billing and medical records completed processing on different timelines
Note: For billing questions related to separate Brookhaven and Alchemilla charges, see Understand facility charges from Brookhaven vs. Alchemilla .

What to check before reporting it

Before reporting a facility mismatch, review the visit details in your portal.

  • Visit date or discharge date
  • Facility name shown in visit history
  • Provider or department name, if shown
  • Document type, such as visit summary, discharge summary, lab, imaging, or billing statement
  • Whether the visit appears under Brookhaven, Alchemilla, or both
  • Whether the record is connected to a dependent, minor, or authorized user profile
  • Whether the same visit appears more than once
  • Whether billing records show a different facility than medical records
Important: If you see another person’s records in your portal, stop viewing them and report the issue immediately. Do not download, print, share, or submit correction details from another patient’s record unless Privacy Services asks you to.

Report a facility mismatch

To report that the wrong facility appears on your visit history:

  1. Sign in to your Silent Hill Healthcare patient portal:
  2. Go to Account Problems and Record Mismatch.
  3. Select Wrong facility shown on visit history.
  4. Enter the visit date, facility shown, and facility you expected to see.
  5. Add the provider, department, account number, or document name if available.
  6. Explain whether the concern appears in visit history, medical records, billing records, or all areas.
  7. Upload screenshots only if they do not show another patient’s information.
  8. Select Submit review request.
Note: If the facility name is incorrect inside the medical record itself, you may also need to submit a correction request. See Correct an error in your medical record .

FAQ

My visit shows both Brookhaven and Alchemilla

This may be expected if your care involved both facilities, such as an Alchemilla emergency visit followed by Brookhaven admission, behavioral health review, or discharge planning. Review the document type and department name before reporting a mismatch.

The facility is wrong on my bill but not my visit summary

Billing records may display facility names differently from clinical records when separate provider, emergency, lab, imaging, or facility charges are involved. Review your itemized statement and contact Patient Financial Services if the billing facility still appears incorrect.

I see a visit I do not recognize

Do not ignore visits you do not recognize. Check whether the visit belongs to a dependent, linked facility, older archived record, or duplicate account. If it may belong to another patient, stop viewing the record and report the concern to Privacy Services.

My records changed after I submitted the report

Facility labels may update after Health Information Management, Patient Accounts, or billing review. If the updated facility still appears wrong, reply to the existing request instead of opening a duplicate ticket.

The visit history 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 restricted offices, closed wards, or archive areas.

Need more help?

If the wrong facility appears on your visit history and you cannot determine why, contact the team connected to the affected record.

Authorized support only: Silent Hill Healthcare does not use third-party record correction or facility-matching services. Do not share your Patient ID, portal password, verification code, visit summaries, billing statements, or screenshots with anyone claiming to fix facility mismatches outside the official portal, Records Office, Billing Office, or Privacy Services process.

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