Request help for a loved one in distress

Important: Do not wait for a portal reply, routine callback, or message review if your loved one may harm themselves or someone else, cannot stay safe, is missing, has a medical emergency, or symptoms are escalating quickly. Use crisis or emergency support right away.

• You can share a concern with Brookhaven if you are worried about a loved one’s safety or behavioral health.
• Brookhaven may be able to receive information even if staff cannot share patient details back.
• Include specific behaviors, dates, safety concerns, medication concerns, location information, and what support is available.
• If there is immediate danger, use crisis or emergency support instead of waiting for a nonurgent review.
• A concern may lead to outreach, safety review, crisis referral, emergency evaluation, inpatient review, or outpatient follow-up recommendations.
• Being a family member, friend, or emergency contact does not automatically allow you to receive private information.

Use immediate support if the situation may become dangerous or your loved one may not be able to stay safe.

• Your loved one has thoughts of self-harm or harm to others.
• Your loved one has a plan, intent, or access to means for self-harm or harm to others.
• Your loved one says they cannot stay safe or asks not to be left alone.
• Your loved one is missing, has left unexpectedly, or cannot be contacted after expressing safety concerns.
• There is severe confusion, hallucinations, paranoia, agitation, or unsafe behavior.
• There is a suspected overdose, severe medication reaction, withdrawal concern, or medical emergency.
• Medication is unavailable and missing it could create immediate safety or medical risk.
• Symptoms are escalating faster than a safety plan can manage.

Use crisis or emergency support right away. If there is immediate danger, use emergency services.

Concern	Why it matters
Talking about death, disappearance, punishment, hopelessness, or being a burden	May indicate worsening distress or safety risk.
Giving away belongings, saying goodbye, or withdrawing suddenly	May suggest crisis escalation or preparation for harm.
Paranoia, hallucinations, confusion, or feeling watched	May affect safety, judgment, medication needs, or level of care.
Stopped medication, missed doses, or taking more than prescribed	May increase symptoms, withdrawal risk, side effects, or medical risk.
Substance use, withdrawal, or intoxication concerns	May increase risk and may require medical or crisis review.
Missing, unreachable, or leaving unexpectedly after a concerning statement	May require urgent wellness check, crisis response, or emergency support.

1. Describe what happened and when it happened.
2. Explain why you are worried about safety.
3. Share whether your loved one is with you, alone, missing, or unreachable.
4. Share whether there are weapons, medications, substances, or other unsafe items involved.
5. Share whether your loved one recently received care at Brookhaven, Alchemilla, an emergency department, or another provider.
6. Share whether your loved one has a safety plan, follow-up appointment, or medication plan.
7. Share your contact information and relationship to the person.
8. Use crisis or emergency support immediately if safety changes while waiting.

• Your loved one’s full name and date of birth, if known.
• Your name, contact information, and relationship to the person.
• Where your loved one is now, if known.
• Whether your loved one is alone or with someone safe.
• Specific words, messages, behaviors, or events that worried you.
• When the concern started and whether it is getting worse.
• Any known self-harm, harm-to-others, overdose, withdrawal, or medical concerns.
• Any known medications, missed doses, substances, or recent medication changes.
• Whether your loved one recently left Brookhaven, Alchemilla, emergency care, or another program.
• Whether there is a safety plan or follow-up appointment.
• Whether your loved one has authorized you to receive information.

Possible next step	What it may mean
Concern documented	The information may be added for review by the appropriate care team.
Safety review recommended	The concern may be reviewed to decide whether crisis, outpatient, observation, or inpatient support is needed.
Referral redirected	Another provider, crisis team, emergency department, or community service may be more appropriate.
Immediate help recommended	You may be told to use crisis or emergency support right away.
Information limited	Brookhaven may receive your concern but may not be able to confirm patient status or share details back.

Important: Brookhaven may be able to listen to your concern even when staff cannot share patient information back. If the situation is urgent, use crisis or emergency support instead of waiting for privacy questions to be resolved.

• Ask whether your loved one has authorized you as a support person.
• Ask whether a release, proxy setting, or legal document is needed.
• Ask whether Brookhaven can receive your concern even if details cannot be shared back.
• Ask what general next steps are available for families or support people.
• Use emergency help if safety is urgent and privacy limits prevent detailed discussion.

• Stay with them if it is safe for you and they should not be alone.
• Use calm, direct language.
• Ask if they can agree to one small next step, such as sitting somewhere safer or calling support together.
• Do not physically intervene if it would put you or others in danger.
• Move yourself to safety if the situation becomes unsafe.
• Call crisis or emergency support if they may harm themselves or someone else.
• Share clear facts with responders, including location, behavior, access to unsafe items, medications, and recent statements.

• Speak calmly and simply.
• Use their name and ask direct safety questions when needed.
• Help them move away from unsafe items or unsafe locations when possible.
• Offer to call a provider, crisis line, trusted person, or emergency support with them.
• Help gather medications, discharge instructions, or safety-plan information if they agree.
• Do not promise secrecy if safety is at risk.
• Get support for yourself, especially if you are frightened, overwhelmed, or unsure what to do.