My portal shows an old address or former name

Your patient portal may show an old address, former name, outdated phone number, previous email address, or older demographic information if your profile has not fully updated across all Silent Hill Healthcare systems. This can affect Brookhaven Hospital records, Alchemilla Hospital records, billing statements, guarantor accounts, insurance claims, portal recovery, authorized access, and older archived records.

In many cases, this information can be updated through your portal profile. Some changes, such as legal name updates, billing guarantor updates, dependent account changes, or corrections to older medical records, may require additional review by Patient Accounts & Records, Health Information Management, Patient Financial Services, or Privacy Services.

Why old information may appear

Old names, addresses, and contact details may appear when different departments update on different timelines or when older records are linked to your current portal profile.

What to check first

Before submitting a mismatch request, check where the old name or address appears.

• Portal profile or account settings
• Visit history
• Visit summaries or discharge documents
• Brookhaven treatment records
• Alchemilla emergency or inpatient records
• Billing statements or itemized statements
• Insurance information or claim details
• Authorized users, dependent profiles, or guarantor profiles
• Older paper records or archived municipal health documents

Update your name or address

To update your portal name, contact information, or address:

1. Sign in to your Silent Hill Healthcare patient portal:
   • portal.brookhaven.sh
   • portal.alchemilla.sh
2. Go to Account Settings, Profile, or Patient Accounts & Records.
3. Select Update name, contact information, or address.
4. Choose the information you need to update.
5. Enter the corrected information.
6. Upload supporting documentation if requested.
7. Choose whether the update should apply to your portal profile, billing profile, medical record profile, or all eligible records.
8. Select Submit update.

When additional review is needed

Some updates cannot be applied immediately because they affect medical records, billing records, identity verification, or legal documentation.

Additional review may be required when:

• You are updating a legal name
• Your records show both a former name and current legal name
• Your billing statement uses an old guarantor address
• Insurance information still shows an old name or subscriber address
• Brookhaven and Alchemilla records show different demographic information
• A dependent or minor profile shows the wrong address or guardian name
• Older paper records show outdated demographic information
• The old information appears inside a signed medical record or discharge document
• The old information may be attached to a duplicate patient account

Related articles

These articles may help depending on where the old name or address appears:

• If you need to update your portal profile, see Update your name, contact information, or address .
• If billing or insurance information is outdated, see Update your billing address or insurance information .
• If the old information appears inside your medical record, see Correct an error in your medical record .
• If records are split between names or profiles, see Fix duplicate patient accounts .
• If the profile may have been changed without permission, see Report unauthorized portal access .

FAQ

Need more help?

If your portal still shows an old address or former name after submitting an update, contact Patient Accounts & Records. If the issue appears on billing statements, contact Patient Financial Services.

• Patient Accounts & Records:patient.accounts@silenthill.sh
• Silent Hill Patient Financial Services:billing@silenthillhealth.sh
• Silent Hill Privacy Services:privacy@silenthillhealth.sh
• Patient Accounts phone: 555-PORTAL
• Patient Financial Services phone: 555-BILL