Fix missing or incorrect appointment reminders
Fix missing or incorrect appointment reminders
Appointment reminders may sometimes be missing, delayed, duplicated, or sent for a visit you do not recognize. This can happen when contact information is outdated, reminder preferences changed recently, an appointment was rescheduled or cancelled, or you are listed as a caregiver or authorized contact for another patient.
This article explains what to check when appointment reminders look wrong and how to request help if the issue continues.
Check these first
Before submitting a support request, review your appointment details, contact information, and reminder preferences in the patient portal.
- Sign in to your Silent Hill Health patient portal.
- Go to Appointments and confirm the appointment date, time, location, and status.
- Check whether the visit was recently scheduled, rescheduled, or cancelled.
- Go to Account Settings or Communication Preferences.
- Confirm your reminder settings for text, email, phone call, and portal notifications.
- Review your phone number and email address under Profile or Personal Information.
- Make sure you are viewing the correct patient profile if you manage care for someone else.
If appointment reminders are missing
If you did not receive an expected reminder, the appointment may still be active. Always confirm appointment details in the portal instead of relying only on reminders.
Reminders may be missing if:
- Your phone number or email address is outdated.
- Text, email, or phone reminders are turned off.
- Your new contact information has not been verified.
- The reminder was blocked, filtered, or sent to spam.
- The appointment was scheduled too recently for a reminder to be generated.
- The appointment type uses department outreach instead of standard reminders.
If the appointment is listed in your portal but reminders are not arriving, update your contact information and reminder preferences. Then request portal support if the issue continues.
If you received an incorrect or unrecognized reminder
A reminder may look unfamiliar if the appointment was routed to a different department, rescheduled, connected to a recent hospital visit, or listed under a patient profile you help manage.
| What you received | What it may mean |
|---|---|
| A reminder for a provider you do not recognize | Your appointment may have been routed to a different provider, care team, or department. |
| A reminder for Alchemilla follow-up | The reminder may be related to an emergency visit, discharge instruction, lab follow-up, imaging follow-up, or specialty referral. |
| A reminder for Brookhaven | The reminder may be for a behavioral health follow-up, medication review, confirmation call, or care coordination appointment. |
| A reminder for a visit you did not schedule | The visit may have been scheduled by a care team, discharge planner, caregiver, proxy user, or authorized representative. |
| A reminder for another patient | You may be listed as an authorized contact, caregiver, proxy user, or family contact for that patient. |
If you do not recognize the appointment, check your portal before ignoring the reminder. If the appointment does not appear in your portal or seems unrelated to you, request support so the reminder can be reviewed.
If you received a reminder for a cancelled visit
You may still receive a reminder after a visit is cancelled or rescheduled if the reminder was already queued before the appointment update finished processing.
Cancelled visit reminders may happen if:
- The cancellation was made shortly before the reminder was sent.
- The appointment was rescheduled, but the old reminder was already prepared.
- The portal still shows a cancelled appointment for recordkeeping.
- A department sent a separate confirmation or reminder outside the standard portal reminder system.
- The appointment was cancelled in one department but still pending review in another.
Check the appointment status in your portal. If the visit still appears active after you cancelled it, contact scheduling support before the appointment time.
Caregiver, family, or proxy reminders
If you help manage another patient’s care, you may receive appointment reminders for that person. This can happen when you are listed as a proxy user, caregiver, family contact, emergency contact, or authorized representative.
To check linked patient reminders:
- Sign in to your Silent Hill Health patient portal.
- Open the patient profile selector, if available.
- Review any linked patient profiles or proxy access.
- Check whether the reminder belongs to a dependent, family member, or authorized patient.
- Request portal support if you believe you are receiving another patient’s reminders by mistake.
Request help with appointment reminders
If reminders are still missing, incorrect, duplicated, or sent to the wrong contact method, submit a portal support request.
- Sign in to your Silent Hill Health patient portal.
- Go to Portal Help & Technical Support.
- Select Appointment reminder issue.
- Choose the issue type, such as Missing reminder, Wrong reminder, Duplicate reminder, or Reminder for cancelled visit.
- Include the appointment date, provider, department, and reminder method involved.
- Add the phone number or email address where the reminder was expected or received.
- Submit your request for review.
Important: If the appointment is today, tomorrow, or time-sensitive, contact the scheduling team directly instead of waiting for a portal support response.
FAQ
Does a missing reminder mean my appointment was cancelled?
Not necessarily. Reminders can be missed or delayed even when an appointment is still active. Check your appointment list in the portal to confirm the current appointment status.
Why did I receive a reminder for a cancelled appointment?
The reminder may have been queued before the cancellation finished processing. If the appointment still appears active in your portal, contact scheduling support to confirm whether it was cancelled.
Why did I receive a reminder I do not recognize?
The reminder may be for a care team-scheduled visit, hospital follow-up, Brookhaven appointment, Alchemilla emergency follow-up, or another patient you are authorized to help. Check the portal details before ignoring the reminder.
Why am I getting duplicate reminders?
You may have more than one reminder method enabled, or a department may send a separate confirmation message in addition to the standard portal reminder. Review your reminder settings and contact support if duplicates continue.
Can support stop reminders for an appointment I cancelled?
Support can review whether the appointment is still active, cancelled, or rescheduled. If the visit was cancelled correctly, some already-queued reminders may still send, but future reminders should stop once the appointment record is updated.
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