What information family members can receive

Best first step: Ask whether the patient has given permission for staff to speak with the family member. If not, ask how the patient can add permission, caregiver access, proxy access, or a release of information.

• Family members do not automatically receive care information just because they are related to the patient.
• Staff may need patient permission before discussing appointments, treatment, medications, records, discharge plans, or Brookhaven care.
• Some information may be shared generally, such as how to support a patient or what to do in an emergency.
• Behavioral health, crisis, safety-plan, medication, adolescent, and sensitive records may have additional limits.
• Family members can usually share concerns with the care team even if staff cannot share patient information back.
• If safety is urgent, use crisis or emergency support instead of waiting for authorization or access changes.

• The patient may choose which family member can receive information.
• The patient may limit which topics can be discussed.
• The patient may allow communication for one appointment or one care episode.
• The patient may allow Brookhaven communication but not Alchemilla communication, or the reverse.
• The patient may allow verbal discussion but not portal access or records access.
• The patient may update or remove permission later.

Information type	What may be shared when allowed
Appointment information	Date, time, location, check-in instructions, telehealth details, or scheduling next steps.
Discharge or returning-home guidance	Transportation, follow-up appointments, general safety steps, medication pickup logistics, and support needs.
Medication logistics	Pharmacy pickup, refill timing, next-dose instructions, or side-effect monitoring when authorized.
Care coordination	Follow-up care, referrals, transportation needs, family meeting information, or support-person planning.
Records or forms	Selected records, forms, releases, or instructions if the right authorization or legal authority is on file.

Important: Being a family member, emergency contact, visitor, ride home, or caregiver does not automatically allow access to private information.

• Diagnosis, symptoms, provider notes, or treatment details.
• Behavioral health notes, therapy notes, or Brookhaven provider comments.
• Crisis referrals, wellness checks, safety reviews, or observation details.
• Safety-plan details the patient has not agreed to share.
• Medication details that reveal sensitive care information.
• Portal messages, test results, billing information, or records without proper authorization.
• Whether a patient is currently receiving care, if confirming that would reveal private information.

• How to request permission or authorization.
• How to add a caregiver, proxy, or authorized representative.
• How family members can share concerns with the care team.
• How to prepare for an appointment or family meeting.
• How visiting, check-in, transportation, or belongings processes usually work.
• What to do if the patient has urgent symptoms or may not be safe.
• Where to find related Help Center articles or forms.

• Some Brookhaven information may require direct patient permission before staff can discuss it.
• Some information may require a formal records request rather than a phone discussion.
• Some information may remain limited even when a family member is authorized for other topics.
• Safety-plan or crisis details may be shared only when allowed and appropriate.
• Family members may still share concerns with Brookhaven when they are worried about safety.

• Family may be able to receive transportation or pickup instructions when allowed.
• Medication pickup details may be shareable if the patient authorizes it.
• Follow-up appointment information may require patient permission.
• Safety-plan details may be limited unless the patient agrees to share them.
• Discharge instructions may be partially shareable, limited, or available through the patient directly.
• Emergency care follow-up may include additional privacy limits.

• Parent or guardian access may require verification.
• Adolescent-sensitive records may have additional privacy limits.
• Adult dependents may need to authorize sharing unless legal authority applies.
• Guardianship, custody, conservatorship, or representative documents may need review.
• Proxy access may not include every record or portal feature.
• Legal representative access may be limited by the scope of the documents provided.

• Describe what happened and when.
• Share specific words, messages, symptoms, or behaviors that worried you.
• Share medication, overdose, withdrawal, or substance-use concerns.
• Share whether the patient is alone, missing, unreachable, or unsafe.
• Share whether the patient has access to unsafe items.
• Share recent care, discharge, crisis, or follow-up information if known.
• Use crisis or emergency support if the concern is urgent.

• Ask whether a verbal permission note is enough for the situation.
• Ask whether a release of information is needed.
• Ask whether caregiver or proxy portal access is needed.
• Ask whether support-person status should be added for visits or discharge planning.
• Ask whether legal documentation is required.
• Ask whether the permission can be limited by topic, date, or service.
• Ask how to remove or change permission later.

Do not wait for authorization, portal access, records review, or a routine callback if the patient may not be able to stay safe.

• The patient has thoughts of self-harm or harm to others.
• The patient has a plan, intent, or access to means for self-harm or harm to others.
• The patient says they cannot stay safe or asks not to be left alone.
• The patient 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.
• Symptoms are escalating faster than the current plan can manage.

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