Get updates about a hospitalized family member

Get updates about a hospitalized family member

When someone is hospitalized at Alchemilla Hospital or Brookhaven Hospital, family members and support people often want to know where the patient is, whether they are safe, and what happens next. Silent Hill Health staff can share updates only when the patient has allowed it, when a verified representative is involved, or when the care team can appropriately involve someone for safety and care coordination.

This article explains who may receive updates, why staff may limit information, how emergency contacts differ from authorized contacts, and what to do if the patient is at Brookhaven. If the patient has recently moved from emergency care into a hospital stay, review Move from emergency care to inpatient admission and what to expect during a hospital admission.

What staff can share

Staff can usually share care-related updates with people the patient has approved, people with a verified legal role, or people the care team is involving for the patient’s immediate care or safety. The amount of information shared depends on the patient’s preferences, your role, and the situation.

A general update may include whether the patient is resting, being evaluated, waiting for a room, preparing for discharge, or whether the care team needs a family member to call back. More detailed updates, such as diagnosis, medication changes, behavioral health treatment, discharge plan, or test results, usually require patient permission or verified representative status.

If the patient is awake and able to speak for themselves, staff may ask the patient who they want involved. If the patient cannot speak or is too ill to make that choice, staff may use the contact information already on file and share only what is needed to support care, safety, or notification.

When information is limited

Staff may be unable to share information if the patient has not approved you as a contact, if the patient asked that details not be shared, if your identity cannot be verified, or if the information is not appropriate for your role.

In some cases, staff may not be able to confirm whether a patient is present at the hospital. This can happen when the patient has requested privacy, when the patient is receiving behavioral health care, or when the care team cannot safely share location or status information.

Types of contacts

Patients may list different people for different purposes. Each role has a different level of access, and staff may need to verify the role before sharing updates.

A visitor is not always an authorized contact. Review hospital visitor guidelines if you need to understand who can visit versus who can receive updates.

Authorized contacts and patient consent

The patient can add, update, or remove authorized contacts during registration, admission, portal setup, or a conversation with the care team. Staff may document the patient’s verbal permission during care, or they may ask for a signed authorization if the request involves ongoing updates, records access, proxy access, or someone not already listed.

Patients can also choose what kind of information may be shared. For example, a patient may allow a support person to receive discharge timing and transportation instructions, but not detailed medication or behavioral health information.

Brookhaven patients who need portal access can start with Create a Brookhaven patient portal account. If the patient is leaving the hospital after emergency care, review what to do after receiving emergency care in Silent Hill so the right support person receives follow-up instructions.

Requesting updates about the patient

To request an update, call the hospital information desk, contact the unit if you were given the number, send a portal message if you have approved access, or speak with staff in person. Be ready to provide the patient’s name, date of birth if known, your name, your phone number, and your relationship to the patient.

1. Contact the hospital information desk, unit desk, patient portal, or care team.
2. Provide the patient’s identifying details and your own contact information.
3. Explain whether you are an emergency contact, authorized contact, visitor, caregiver, or legal representative.
4. Wait while staff verify whether information can be shared.
5. Staff will share the allowed update, take a message, ask the patient for permission, or explain that they cannot release details.

Brookhaven Hospital updates

Brookhaven Hospital handles patient updates with additional care because behavioral health treatment is private and safety-sensitive. Staff may be able to take a message or confirm the best way to contact the care team, but they may not be able to confirm treatment details unless the patient has approved it or your role has been verified.

Brookhaven may use a separate approved-contact list for visits, phone calls, discharge planning, and care-team updates. Being approved to visit does not always mean you can receive clinical details. Review Brookhaven safety and visitor guidelines before visiting or calling for updates.

For pre-admission or follow-up scheduling, use Schedule a Brookhaven behavioral health appointment. If the patient is preparing for a Brookhaven stay, review Prepare for a Brookhaven behavioral health visit.

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