Request help when online scheduling is unavailable
Request help when online scheduling is unavailable
If the Silent Hill Health patient portal cannot complete your appointment request, you can submit a scheduling help request. This lets the scheduling team review what you are trying to book and route the request to the correct department.
Use this option when appointment times are not showing, your provider is not listed, a visit type cannot be scheduled online, or your appointment needs manual review through Alchemilla Hospital, Brookhaven Hospital, or another Silent Hill Health service.
When to request help
Request scheduling help if the portal does not give you a clear way to book the appointment you need.
You may need scheduling support if:
- No appointment times are available online.
- Your provider does not appear in scheduling.
- The visit type you need cannot be scheduled through the portal.
- You need follow-up after an Alchemilla emergency visit.
- You need follow-up after a Brookhaven discharge.
- Your discharge instructions mention a specific timeframe, but no matching appointments appear.
- Your appointment details look wrong, incomplete, duplicated, or missing.
Before you begin
Having the right information ready helps the scheduling team review your request faster.
- Your full name and date of birth
- The type of appointment you are trying to schedule
- The provider, clinic, or department you were trying to select
- The location you expected to schedule with, such as Alchemilla Hospital or Brookhaven Hospital
- Any preferred dates or times
- Any referral, order, discharge instruction, or follow-up timeframe you were given
- A short description of what happened when you tried to schedule online
Submit a scheduling help request
Follow these steps when online scheduling cannot complete your appointment.
- Sign in to your Silent Hill Health patient portal.
- Go to Appointments & Scheduling.
- Select Request scheduling help.
- Choose the option that best matches the issue, such as Online scheduling unavailable, Provider not showing, or No appointment times available.
- Enter the visit type, provider, department, and location you were trying to schedule.
- Add any discharge instructions, referral details, or recommended follow-up timeframe.
- Describe what happened in the portal.
- Submit your request for review.
What to include in your request
The more specific your request is, the easier it is for the scheduling team to route it correctly.
| Issue | Details to include |
|---|---|
| No appointment times appear | The visit type, provider, department, location, and date range you searched. |
| Provider is missing | The provider name, specialty, location, and reason you need to schedule with them. |
| Post-discharge follow-up | The discharge date, care location, recommended follow-up timeframe, and any instructions you received. |
| Alchemilla emergency follow-up | The emergency visit date, reason for visit, discharge instructions, and any requested labs, imaging, or specialty follow-up. |
| Brookhaven follow-up | The discharge date, requested follow-up type, medication review needs, safety planning notes, or behavioral health referral instructions. |
Urgent or time-sensitive care
Scheduling help requests are reviewed by the appropriate team, but they are not meant for emergencies or symptoms that need immediate care.
Important: If you have severe symptoms, feel unsafe, are thinking about harming yourself or someone else, or believe your concern may be an emergency, call local emergency services or go to the nearest emergency department. Do not wait for a portal response.
If your discharge instructions say you need follow-up within a specific timeframe, include that timeframe in your request. If the follow-up is due very soon and you cannot schedule online, contact scheduling support directly.
What happens next
After you submit your request, the scheduling team will review the information and determine whether your appointment can be scheduled directly or needs care team review.
- You may receive a portal message, phone call, email, or appointment notification.
- Your request may be routed to Alchemilla, Brookhaven, primary care, specialty care, behavioral health, or another department.
- The team may ask for more information before scheduling.
- A provider may need to review your chart, referral, or discharge instructions.
- If the appointment is time-sensitive, the team may recommend calling the department directly.
FAQ
Should I submit more than one scheduling request?
In most cases, submit one request with all relevant details. Multiple requests for the same appointment may slow review or create duplicate records.
Can scheduling support book appointments that do not show online?
Sometimes. Some appointments are available only after manual review, while others require provider approval, referral review, or department routing before they can be scheduled.
What if I chose the wrong issue type?
The scheduling team can usually reroute your request if the details are clear. Include the appointment reason, provider or department, and what happened when you tried to schedule online.
Should I keep checking online scheduling after submitting a request?
You can check again later, but do not cancel or duplicate your request unless the scheduling team tells you to. If you are offered an appointment through the portal after submitting a request, review the visit type and location carefully before booking.
What if I need help for someone else?
If you manage care for a dependent, family member, or another authorized patient, make sure you are viewing the correct patient profile before submitting the request. If you do not have proxy or caregiver access, the patient may need to add you as an authorized contact first.
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