Fix appointment details that look wrong or missing in your portal

Fix appointment details that look wrong or missing in your portal

If an appointment is missing from your Silent Hill Health patient portal, appears under the wrong location, shows old information, or appears more than once, the appointment may still be valid. Portal details can sometimes take time to update after scheduling changes, department routing, or manual review.

This article explains what to check first, why appointment details may look incorrect, and when to contact scheduling support for help.

Common reasons details look wrong

Appointment information may look different in the portal depending on how the visit was scheduled, whether it was recently changed, and which department owns the appointment.

If an appointment is missing from your portal

If you expected to see an appointment but it is not listed, check a few common places before submitting a support request.

1. Sign in to your Silent Hill Health patient portal.
2. Go to Appointments and check both upcoming and past visits.
3. Check Messages for scheduling confirmations or care team updates.
4. Review Visit Follow-Up or Discharge Instructions if the appointment was related to emergency or hospital care.
5. Make sure you are viewing the correct patient profile if you manage care for a family member or dependent.
6. Refresh the portal or sign out and sign back in before checking again.

If the appointment still does not appear, submit a scheduling support request with the expected date, provider, location, and reason for the visit.

If the appointment location looks wrong

Some appointments may display the department that manages the visit instead of the building or clinic where you should arrive. This can be confusing if your appointment was routed through Alchemilla Hospital, Brookhaven Hospital, or a specialty department.

If you are unsure where to go, request scheduling support before the appointment. Include a screenshot or the exact location text shown in your portal, if available.

Duplicate or old visits

You may sometimes see duplicate appointments, old appointment details, or a canceled visit that still appears in your portal. This can happen when a visit is rescheduled, transferred to another department, or converted to a different appointment type.

• A canceled appointment may remain visible for recordkeeping.
• A rescheduled appointment may briefly show both the old and new time.
• A manually reviewed appointment may appear under a different department after routing.
• A virtual visit may show differently from an in-person visit, even when the appointment reason is the same.

If two appointments appear active for the same concern, contact scheduling support so the team can confirm which appointment you should keep.

Request scheduling support

Submit a scheduling support request if the appointment is still missing, the location looks wrong, or the portal shows conflicting appointment details.

1. Sign in to your Silent Hill Health patient portal.
2. Go to Appointments & Scheduling.
3. Select Request scheduling help.
4. Choose Appointment details look wrong or missing.
5. Enter the expected appointment date, provider, department, and location, if known.
6. Describe what looks wrong, such as a missing visit, wrong location, duplicate appointment, or old appointment information.
7. Submit your request for review.

What happens next

After you submit your request, the scheduling team will compare the appointment details in your portal with the scheduling record.

• You may receive corrected appointment details by portal message, phone, or email.
• The team may confirm that the appointment is active, canceled, rescheduled, or still pending.
• If the location is wrong, you may receive updated check-in instructions.
• If the appointment is missing, the team may resend confirmation or help schedule a replacement visit.
• If the issue is urgent or time-sensitive, the team may recommend calling the department directly.

FAQ