My records are attached to the wrong patient profile

Records may be attached to the wrong patient profile when a visit, document, billing account, lab result, imaging report, discharge summary, or portal message appears under the wrong person. This can affect Brookhaven Hospital records, Alchemilla Hospital records, dependent records, billing statements, authorized access, or older archived records.

Some profile mismatches are caused by duplicate accounts, former names, registration errors, dependent account relationships, facility transfers, or older records being linked manually. Other mismatches may require urgent privacy review if another patient’s information is visible in your portal.

If you see another patient’s records

If the record clearly belongs to someone else, treat it as a privacy concern.

1. Stop viewing the record.
2. Do not download, print, save, or share the record.
3. Do not try to correct the other patient’s information yourself.
4. Note the general location of the issue, such as visit history, documents, billing, lab results, or messages.
5. Report the issue to Silent Hill Privacy Services or Patient Accounts & Records.

Signs records may be attached to the wrong profile

You may need a profile mismatch review if you notice:

• A visit you do not recognize appears in your visit history
• A Brookhaven or Alchemilla record appears under the wrong name
• A dependent patient’s records appear under your personal profile instead of the dependent profile
• Your records appear under a parent, guardian, caregiver, or guarantor account
• Your billing statement shows the wrong patient, guarantor, or account number
• Your lab results, imaging reports, or discharge documents show the wrong facility or patient details
• Your Brookhaven records are mixed with another patient’s behavioral health documentation
• You receive secure messages about care you did not receive
• An authorized user can view records they should not be able to access
• A former name, old address, or duplicate Patient ID appears on new records

Why this can happen

Profile mismatches can happen when patient information is incomplete, outdated, entered differently, or linked across multiple facilities.

What to check before reporting it

Before submitting a profile mismatch report, gather the safest amount of information needed to identify the issue.

• Where the mismatch appears, such as visits, documents, billing, messages, labs, or imaging
• The facility shown, such as Brookhaven Hospital or Alchemilla Hospital
• The date of the visit, statement, document, or message
• Whether the record appears under your profile, a dependent profile, or an authorized-access profile
• Whether your name, date of birth, address, or Patient ID appears incorrectly
• Whether the issue affects medical records, billing records, portal messages, or all areas
• Whether Brookhaven and Alchemilla records are split between profiles
• Whether the issue involves another person’s information

Report records attached to the wrong profile

To report records attached to the wrong patient profile:

1. Sign in to your Silent Hill Healthcare patient portal, if you can do so safely:
   • portal.brookhaven.sh
   • portal.alchemilla.sh
2. Go to Account Problems and Record Mismatch.
3. Select Records attached to the wrong patient profile.
4. Choose whether the issue involves your records, another patient’s records, a dependent profile, billing, or authorized access.
5. Enter the affected facility, visit date, document type, account number, or message date if available.
6. Describe where the mismatch appears without copying another patient’s private information.
7. Confirm whether you stopped viewing the incorrect record.
8. Select Submit review request.

Related articles

These articles may help depending on the type of profile mismatch:

• If you may have more than one patient profile, see Fix duplicate patient accounts .
• If Brookhaven and Alchemilla records are split between profiles, see Link Brookhaven and Alchemilla records under one profile .
• If dependent or minor records are involved, see Request records for a minor or dependent patient .
• If another person accessed or viewed your portal, see Report unauthorized portal access .
• If your account details need updating, see Update your name, contact information, or address .

FAQ

Need more help?

If your records are attached to the wrong patient profile, contact Patient Accounts & Records. If another patient’s information is visible, contact Silent Hill Privacy Services immediately.

• Patient Accounts & Records:patient.accounts@silenthill.sh
• Silent Hill Privacy Services:privacy@silenthillhealth.sh
• Brookhaven Health Information Management:records@brookhaven.sh
• Alchemilla Health Information Management:records@alchemilla.sh
• Privacy Services phone: 555-PRIV