Contact a patient during a Brookhaven stay

Best first step: Contact Brookhaven Reception or Patient Services and ask what contact options are available. Be ready to provide the patient’s full name, your name, your relationship to the patient, and a callback number.

• The patient usually controls who may contact them or receive updates.
• Brookhaven may limit calls, messages, visits, or updates because of privacy, safety, observation level, unit rules, or patient preference.
• Being related to the patient does not automatically mean Brookhaven can share care details.
• Staff may be able to take a message even when they cannot share information back.
• Do not use portal messages for urgent inpatient concerns. Call the unit, Reception, or emergency services if the concern cannot wait.
• Ask about adding an authorized support person if the patient wants someone involved in care planning or updates.

• Confirm whether the patient has approved contact with you.
• Ask whether phone calls, messages, visits, or care-team calls are available.
• Ask whether calls happen during specific unit times.
• Ask whether the patient’s observation level affects phone or message access.
• Ask whether the patient has requested no contact, limited contact, or contact through a specific person.
• Ask whether you need to be added as an authorized support person before staff can involve you.

Contact type	What to expect
Patient phone call	The patient may call during approved phone times if unit rules and observation status allow it.
Message through staff	Staff may be able to pass along a brief message, but may not be able to confirm details or guarantee when the patient receives it.
Scheduled visit	A visit may be allowed if the patient agrees and unit rules, privacy, and safety review allow it.
Care-team call	The care team may include an approved support person in discharge planning, safety planning, or medication planning.
Family meeting or care conference	A structured meeting may be scheduled when support-person involvement is part of the care plan.

• Staff may ask for your name, relationship, and callback number.
• Staff may verify identity before discussing anything beyond general contact instructions.
• Staff may take a message without confirming whether the patient is present.
• Staff may be able to confirm visiting or contact instructions if the patient has allowed it.
• Staff may decline to confirm details if privacy, safety, or patient preference requires it.

Important: Being allowed to call, visit, or leave a message does not automatically allow access to medication details, observation status, diagnosis, discharge timing, legal status, or records.

• Keep messages brief and supportive.
• Do not pressure the patient to share details they do not want to discuss.
• Do not ask staff to deliver threatening, coercive, blaming, or upsetting messages.
• Ask whether the patient can call back during approved phone times.
• Ask whether calls are paused during groups, meals, medication administration, quiet hours, or safety review.
• Tell staff if the message relates to transportation, discharge planning, medication pickup, or a same-day care need.

Reason contact may be limited	What it may mean
Patient preference	The patient may choose who can contact them and who can receive updates.
Observation level	Phone, visitor, or message access may change while safety checks or supervision needs are reviewed.
Unit schedule	Calls may be paused during groups, meals, medication times, care-team review, or quiet hours.
Privacy or legal status	Brookhaven may need permission, documentation, or additional review before sharing information.
Safety concern	Contact may be delayed, supervised, or limited if it could increase distress, conflict, risk, or unit disruption.

• Keep the message simple, calm, and supportive.
• Ask what the patient wants instead of assuming what they need.
• Avoid arguments, blame, ultimatums, or pressure about discharge.
• Offer practical help, such as transportation, medication pickup, pet care, housing support, or bringing approved items.
• Ask staff how to share important safety or discharge-planning information.
• Respect the patient’s decision if they decline contact.

Do not wait for a portal reply if the concern involves immediate safety, same-day discharge, transportation today, medication pickup today, or a patient who may be physically worse or unsafe.

• Call Brookhaven Reception or the unit if you have a same-day concern.
• If you are at Brookhaven, ask Reception or the nearest staff member for help.
• If the patient tells you they feel unsafe while on the unit, tell Brookhaven staff immediately.
• If the patient is not on campus and there is immediate danger, use emergency services.