Frequently Asked Questions

You can access your electronic health record through the secure myD-H portal. Your EHR includes information about past medical appointments, test results, surgical procedures, hospitalizations, prescriptions, allergies, immunizations and other information such as digitized X-rays and MRIs.

Browse our help files if you have a question. If you need technical assistance, please contact Technical Support. If you need assistance with your medical record, contact Health Information Services at your Dartmouth-Hitchcock provider's location.

Creating an account

New users

If you are a new patient, you can get a myD-H activation code during your next appointment with your provider, or

  • Request a code at myD-H.org. Click on the "create an account" button under the sign in to request an activation code.
    • You will receive an email with your temporary activation code at the email address you provided during online registration. Your activation code will allow you to login and create your account and password. This activation code is valid for 45 days from the time it is created.
  • Self-register if the information you provide during online registration matches information we have in our registration database. You will receive a 5 digit access code via a text message or a phone call as indicated by your preferred contact method. This access code is valid only for 20 minutes. Do not close your browser or the code will be invalidated. You can go through the same process to request a new access code if you do close your browser.

Your activation code is not your myD-H identity or password.
If you have any difficulty getting an activation or access code, please contact myD-H Technical Support..

 

System requirements

You can access myD-H from any computer connected to the Internet and an up-to-date browser (such as Internet Explorer, Google Chrome, or Mozilla Firefox). myD-H requires your browser to have JavaScript and cookies enabled.

You can also view myD-H on a browser from a mobile device such as an iPad, iPhone or Android phones. myD-H is also available as an app. Go to Apple App Store or the Android Market (Google Play Store) to download the 'Epic MyChart' Mobile App. See the Download the myD-H Mobile Application link to get more information

Downloading the myD-H Mobile Application

Apple and Android App Download Guide

Follow the steps below to download and log into the myD-H mobile application. See also the myD-H Mobile App brochure. (PDF)

Download the free MyChart application from the iTunes App Store or Google Play Store (search for "Epic MyChart").

  • Select the MyChart Application.
  • Accept the Apple or Android License Agreement.
  • Select your location (New Hampshire or Vermont).
    Note: If your network location provider is enabled, your location will be automatically selected.
  • Select Dartmouth-Hitchcock myD-H from the list of available health care providers.
  • Create your account or sign in using your myD-H account email and password.

While the myD-H mobile app includes variations of myD-H features, it does not replace the web-based version of myD-H. There are certain features that patients can access only in the web-based version.

Do you share an email address?

Your email address is your myD-H identity. This means that each account must have a unique email address. If two individuals share an email address you have two options:

  1. Use or create another email address for the second myD-H account
    OR
  2. Switch your account to a "proxy" account where both records are accessible in one myD-H account.   Both individuals need to complete the Designation of Personal Representative Form (PDF) and mail or fax to Health Information Services at your Dartmouth-Hitchcock provider's location. Learn more about proxies.

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Messaging

Never use myD-H for urgent situations! Always call 911 in an emergency.

Contacting your provider

Generally, the nurse who works closest with your provider will read the message first. The nurse will then discuss your message with your provider and respond to you appropriately.

You will receive a reply within 24 hours, except when the office is closed for weekends or holidays. Providers do not read or respond to messages when the office is closed.

Appointment requests are routed to appointment schedulers. Your provider will not see your appointment messages, so please do not include any personal health information except the reason for your visit when you request or cancel an appointment.

I can't see my doctor to send a message. What should I do?

myD-H allows you to send messages to a provider you have seen in the last 2 years. If you believe you have seen the provider and he/she is not in your drop-down menu, please contact our myD-H Technical Support for assistance. As a reminder, please remember that myD-H should not be used for urgent or acute health matters. Please contact your healthcare provider's office if the situation requires immediate attention or dial 911 if it is an emergency.

I need to remove a provider from the 'Your Providers' list on my home page?

"Your Providers" is a list of providers whom you have seen, or who have been involved in your care, in the past 2 years. This is a part of your medical records and cannot be removed.

I keep seeing upload errors when trying to send an image to my provider? What do they mean?

You have the option of loading up to 3 images in one message. Here are some common image upload errors that you may see:

  • "This file exceeds the maximum size allowed for attachments": Please reduce the file size to no larger than 5000KB before uploading again.
  • "This file does not have an allowed filename extension": You may have tried uploading a file type that is not supported. myD-H images must be one of the following: GIF, JPG, PNG, TIFF, BMP, PDF or JPEG.
  • "The system timed out while waiting for your attachments to upload. Please try again": myD-H may have timed out while trying to upload your image. You may need to reduce the file size before uploading again.

Requesting and/or Forwarding records

In order for us to send your medical records to a new physician or other provider, you need to complete and sign a special authorization form.

Sign in to myD-H. Click on Document Center under Health, My Medical Tools. Follow instructions to download and complete the appropriate forms under Request My Records. Please mail, fax or hand-deliver the completed form to the address on the form.

Processing fees: There may be fees for copying your medical records. Please consult with the Dartmouth-Hitchcock Medical Records office where you plan to submit your request for details

Share Everywhere

Share Everywhere allows you to share your record with just about anyone, like a doctor, chiropractor, social worker, physical therapist, dentist, or school nurse. This gives him or her the ability to see your health record summary, view other clinical data, and submit a note to your care team.

  • Click on Health
  • Click on Share my record
  • Fill in the name of your provider
  • Click the icon to request a code
    • Your provider will then visit the secure Share Everywhere web site at https://shareeverywhere.epic.com/ enter in the code and your date of birth.
    • This is a one-time only access code which expires in 30 minutes.

For more information visit www.shareeverywhere.com/FAQ.

Renewing prescriptions

When you renew a prescription, you'll be asked to choose your preferred pharmacy from the pull-down menu. In the "Comment" section, please let us know if you want a 30- or 90-day supply, if you want the prescription sent directly to the pharmacy or mailed to your home, if you have any new allergies, or if there have been any important changes in your medical history.

Any member of your health care team might help to process your prescription renewal request, so please do not include any personal health information that you only want your provider to know. Please don't use a prescription renewal to communicate electronically with your provider on health-related matters.

Medications that were not prescribed by a Dartmouth-Hitchcock provider cannot be renewed through myD-H, even if they appear in your list. The Request Renewal link won't show up in this case. Please call your provider's office directly to renew any prescription that is not in your list or for which a Request Renewal link is not available.

We will process your prescription renewal request within three business days of when we receive it. Please plan ahead! Renewal requests are not processed on weekends or holidays. If you are out of your medication, call your provider's office directly.

Request to Change Address

If you have moved or wish to update your demographic(s) information (ex: preferred phone),

  • Click on Profile
  • Choose Personal Information and edit.

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Medical Record

Our records draw from a variety of databases that sometimes use unfamiliar abbreviations and wording. If you have questions about any terms you see in your myD-H medical records, please contact your provider.

Letters

If you have requested a specific letter from your provider, it will be available under

  • Health, What's in My Record, Letters  

Please message your provider if you are missing a letter. This applies to forms such as work/school release, statement of health, or annual physical forms.

Historical Information

Former Patient Online users may notice a change in how parts of their records are shown. In myD-H, you can see past appointment information back to October 2010 (please check specific dates below). If you can't find what you are looking for in myD-H, be assured that your complete medical record is still available in print from Health Information Services.

  • Manchester and Nashua patients: Your doctors' notes from Patient Online are available under Historical Documents under Health, Medical Tools. Your provider's office notes beginning in April 2011 are located located under Visits, Appointments and visits, Past Visits.
  • Keene patients: Your doctors' notes from January 2013 through November 3, 2017 in Follow My Health (FMH) are available under Health, Medical Tools, Historical Documents.
  • Concord patients: Your Pathology and Lab results from Concord Hospital are available under Health, Medical Tools, Historical Documents.

If you have any questions about your medical record, please contact Health Information Services.

Medications

Prescriptions written by non-Dartmouth-Hitchcock providers will not appear on your medication list unless you have told your Dartmouth-Hitchcock provider and he or she has entered the information in your medical record.

Some patients may see words or abbreviations that don't make sense (for example, "CIS" or "Freetext") in their list of medications. This is a result of the data conversion from our previous electronic record. If you have any questions, please contact your provider's office directly.

If you are a caregiver of an adolescent between 12-17 years old, you can now view and request medications from their records. For privacy concerns, the medication list for this age group might not be a complete list of medications on file. This warning will appear even if it is the full list.

Your lab or diagnostic testing results

Results of your lab or other diagnostic testing (for example, blood tests, X-rays, pathology) automatically appear in your myD-H account within three  business days (for blood work) and 5 business days (for pathology and radiology) of when your provider receives them (excluding weekends). If you are a caregiver of an adolescent between 12-17 years old, you can now view certain non-sensitive Radiology results in myD-H. Our goal is to promptly provide you with important information from your medical record, but here are some important things to consider as you review any results that appear in myD-H:

  • Providers make every effort to review results before they are automatically released to patients, but it is possible that you will receive test results before your provider has had the opportunity to evaluate them.
  • Some results may include technical language that is not easy for you to understand, because the information is written for your health care team.
  • Results from some tests performed by outside labs are sent to your provider's office on paper, so those results will not be available on myD-H. You can request the results under Health, Document Center, Request My Record
  • X-rays or other diagnostic images are not available in myD-H, but written reports will be available here.
  • If you have different kinds of testing done, even on a single day, all results may not be available at the same time in myD-H. Different types of diagnostic testing require different lengths of time to analyze and report. For example, if you have an X-ray or MRI scan and also have blood drawn for testing, results of those tests may arrive in your myD-H account at different times, even days apart in some cases.
  • You can click on the About this test link to learn more from our health information library.
  • If you have any questions or concerns about any test result, please call your provider's office or click "Ask a Question" under Messaging and choose your provider and the Test Results Question as your subject.

I don't recognize the ordering provider, what should I do?

Sometimes tests are ordered by a member of your care team. Or a lab specimen can be read by a provider in the laboratory. Your provider will always receive your result.

I am trying to graph/trend my CBC labs and I don't see them. Why?

CBC was renamed "Hemogram" starting May 2014. You will have to graph CBC and Hemogram individually.

What is a flowsheet?

A flowsheet is where data about a specific condition is stored in your electronic chart. For example, blood pressure readings will be recorded in a blood pressure flowsheet. Your provider may send you a flowsheet through myD-H and request that you enter information from home (i.e., blood pressure readings, glucose levels). To find your flowsheet:

Health articles

Our Healthwise medical encyclopedia is linked to myD-H.

  • Throughout your medical record, such as in Test Results, lab values and conditions are linked to related health articles.
  • Your printed after-visit summary has a code printed at the bottom of the page. Within myD-H, enter the code in the Search Health Library field under Resources to learn more about that issue.
  • Enter any condition, disease or other medical term in the search box at https://www.dartmouth-hitchcock.org/medical-information/health-encyclopedia.html

Making changes to your record

Updating personal information

To change your password, email address or security question,

  • Click on Profile
  • Select the item you wish to change.

Correcting medical information

Your myD-H information comes directly from your electronic medical record at your provider's office. If you believe something is incorrect, please complete a Request for Amendment of Protected Health Information.

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Financial Features

There are many options under the Billing icon. You can see outstanding balances, pay your bill, set up a payment plan, request financial assistance, view account details, view past statements, view past payments and sign up for paperless billing.

Paying your bills

  • Sign in to myD-H
  • Select Billing
  • Select Acct Summary
  • Select View Account Details to view details of the bill
  • Select Pay Now to pay the amount due

I do not see the Pay button, what shall I do?

It is possible you don't have any amount to pay. Bills on HOLD will NOT appear on myD-H. If you have received a statement and don't see the Pay Now button, please send a message to Customer Service.

I have proxy access to my child, yet I don't see a bill in their record?

You will access your child's bill (age 0-11 years old) under your Billing Record. If you do not see a bill for a member of your family, it is possible you are not their guarantor. Please contact Customer Service.

I want to pay my bill and I don't have a myD-H account, or I want to pay another patients bill?

Pay as a Guest has been added to the myD-H Sign In screen

  • Please go to www.mydh.org
  • Click on the dark blue Pay as Guest button.
  • The Guarantor account number and last name are required.
    • The social security number or date of birth can be used as an alternative method to lookup the guarantor account.

Viewing your statements

As monthly statements become available, you will be able to view them in myD-H.

  • Click on Billing
  • Select Account Summary
  • Select "View last Statement"
  • Select Date range drop down to select a different statement
  • Click on 'Account Details and View Recent Payments' to select a date range

Contacting the Billing Department

  • For questions about specific bills, select Contact customer service
  • Enter in a message and click Send
  • If you are sending in a message on behalf of someone, please also provide the patient name and date of birth in the message box to prevent a delay in response to your inquiry.

Applying for a budget plan

  • Select Account Summary under Billing
  • If you have a large bill to pay, the Set up Payment Plan button will appear automatically
  • Click on the button and follow the instructions

Applying for financial assistance

  • Click on Account Summary under Billing
  • Select Manage financial assistance
  • Click on Request Financial Assistance
  • Choose whose bills need assistance paying
  • Select the Green Next button
  • Add how large your household is
  • Add source of income, frequency and amount
  • Add Expense, select Next
  • Add Assets
  • Add a comment if necessary
  • Submit

Changing your insurance information/provider on file

  • Click on Billing
  • Select Insurance Summary
    • Select Add a Coverage for a new insurance provider
      • Fill out the form and select Submit Request
    • Select Edit to change information on a current insurer
      • Enter information in comments and then submit
    • Select Remove to delete a coverage,
      • Enter in a comment in the Comments box
      • Click Submit to send in the deletion request
  • Your information will be sent when you log out of your myD-H account.
  • Note: This information is not changed real-time. The requested information needs to be verified by the insurance department and the individual Payor.

Signing up for Paperless Billing

  • Select Account Summary under Billing
  • Select "Save time while you save paper! Sign up for paperless billing"
  • Select Receive e-mail notifications and/or Receive text notifications for email and text reminders for payments due
  • Check the box near the 'I understand.' statement
  • Select Sign Me Up
  • To cancel out of paperless billing, click on cancel paperless billing on the Acct Summary page under Billing
  • To opt out of text notifications for Payment Reminders and New Statements go to Notifications under Profile and uncheck the appropriate box

Why can't I set eStatements for my proxies?

  • The  eStatement option stops mailed copies of billing statements. This option can only be set by the patient/Guarantor of the account. To set eStatements, a full myD-H account needs to be established by the patient/Guarantor.

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Questionnaires

Before an office visit, your provider may ask you to fill out a questionnaire about your current or past health. To save time on the day of your appointment and to ensure that your provider has the information well in advance of your visit, you may be able to fill out your questionnaire in myD-H.

We may ask you to fill out more than one questionnaire, depending on if we have your medical history on file.

  • The Patient Health History questionnaire asks about your medical and surgical history, as well as that of your family. You will only need to complete this form once, unless you need to make changes. This information, once filed in your chart, appears under Health, Medical History.
  • The other questionnaire will be condition-specific, related to your appointment (a "Pain Survey" would come from the Pain Clinic, for example).

Completing your questionnaire

Most questionnaires become available 30 days before your appointment, but some appear closer to the date of your visit. While you will not be notified when a questionnaire arrives, your three-day appointment reminder will tell you whether you still have one to complete.

You can find a link to your questionnaire in several places:

  • Messaging: Go to your Message Center Inbox and open the message. If you have a questionnaire, it will appear next to the Tasks: label.
  • Appointments: If the questionnaire is attached to an appointment, go to Appointments and visits under Visits. Click on Details. You'll see any questionnaires on the Appointment Details screen.
  • Questionnaires: If any questionnaires need to be completed, they will all be listed under Health, Questionnaires

Each screen will guide you through the process. At any point, you may go Back or Continue with the navigation buttons, or Cancel the session without saving your answers. If you want to stop and finish later, make sure to select Save and Quit. Your questionnaire will be saved until the time and day of your appointment.

If you left your computer for more than 30 minutes and it timed out, logging you out from the system, just log in again. Your results will have been automatically saved, but the questionnaire won't open where you left off. Navigate to the last screen you were working on, and continue from there.

Sending your results

  • When you are finished, you will see a list of all your answers. You can review and change them before sending the questionnaire to your provider. Just click the pencil icon next to any answer you wish to change.
  • When you have submitted your answers, you will receive confirmation that the questionnaire is on its way. Don't forget to complete the second questionnaire, if there is one.
  • If you would like to see how you answered a questionnaire you have already sent, you can find it in the Sent Messages folder in the Message Center. At the top of the questionnaire, you'll also see whether your provider has read your answers yet.

Make sure you hit the Submit button when you are finished! Your provider won't receive the questionnaire unless you do.

If you complete your questionnaire at home, you do not need to come in that early arrival time unless the earlier time is also for a nurse workup or you have been specifically asked to come early to meet a member of your care team.

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Proxy accounts

Proxy access allows a parent, guardian, or other legally authorized adult to log into their own myD-H account and then connect to the record of a family member or another person.

Please note: If you are a custodial parent, guardian or other legally-authorized adult, and are requesting a proxy account, you are required to submit to D-H a copy of your court appointed guardianship documentation before your request for proxy can be considered.

Until this documentation is received and evaluated, your request for a proxy account cannot be processed.

Examples of required documentation:

  • Activated Durable Power of Attorney for Health Care (DPOH)
  • Guardianship Appointments (Guardianship Documentation)
  • Designation of Personal Representative (D-H document)
  • Custody Papers
  • Adoption Papers

Types of proxy accounts

  • Full Proxy Access: This option allows you to see all items that appear in another person's myD-H account.
    • Adults Age 18+. With proper legal documentation, a person may authorize another adult to have full access to some or all of the information in their health record. Often this type of proxy account is used by a person for an elderly parent, but it can be for a spouse, another family member, or any other adult. A properly completed and signed Designation of Personal Representative Form (PDF) is required.
    • Diminished-capacity adult, Age 18+. With proper legal documentation, an adult may have full access to the health record of an adult family member or any unrelated adult who is of diminished mental capacity and not able to be fully responsible for their own care. Appropriate legal documentation (such as Guardianship orders,  Activated Durable Power of Attorney for Health Care, a court order, or an advance directive) must be on file with Dartmouth-Hitchcock in order for us to process this type of proxy account
    • Children under the age of 12. Available to parents and legal guardians of children under age 12 (Guardianship papers are required if you are the legal guardian).  If you are a step-parent seeking proxy there must be a Designation of Personal Representative completed by a parent assigning you as a representative on file.
  • Standard Adolescent Proxy Access: This option is available to adolescents and parents/legal guardians of adolescents ages 12 to 17. With this account adolescents and their parents have access to all features except notes, sensitive lab or radiology results and listing of sensitive medications.
  • Expanded Adolescent Proxy Access: With this account, adolescents have access to all myD-H features with parent/provider approval

*Please note: Dartmouth-Hitchcock reserves the right, on a case-by-case basis, to reduce or increase access to health record information through proxy accounts in accordance with state and federal law.

Creating a proxy account

Once you have logged into your own myD-H account, on the home page,

  • Scroll down and find myD-H Features.
  • The proxy access selection will have two options, each a link to an electronic form.
  • Complete the form and a representative will let you know within 24 to 48 hours (not including weekends or holidays) if your request has been approved.

Using a proxy account

Proxy accounts work the same way your account does, but to communicate with your family member's providers, you'll have to log into your account and then enter their proxy record to send a message to the proxy providers. Do not send a message from your own record, even if you share some of the same providers. myD-H offers direct access to a specific personal health record. If you try to communicate about another person from your myD-H record, this information would incorrectly appear in your health record.

Accessing an authorized proxy record

  • Sign in to your myD-H account.
  • The top left of the home page will have a bubble for each record. Choose the name of the record you want to access.
  • A disclaimer page will tell you that you are entering another person's medical record. Review the disclaimer and click Continue.
  • When you're in a family member's record, you can navigate just as you do in your own myD-H account.
  • Select your bubble to return to your own record

Further help

If you have questions about proxy accounts or want to create a proxy account, please contact Health Information Services.

For technical support, contact the Technical Support.. We cannot answer medical questions; please contact your provider directly.

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Appointments and Referrals

Appointments

Some departments and providers are allowing patients to directly schedule certain types of appointments (ex: Physical Exam) as long as they have been seen by that provider or their team in the past 2 years.

Direct Scheduling

  • Click on Visits
  • Select Schedule an Appointment
  • Select the provider you wish to schedule with
  • If you do not see the provider you would like, choose Request an Appointment at the top of the page
  • If your provider is listed, select the provider and then select the reason for your visit
  • For providers that see patients in multiple locations you will be asked to select a location
  • Select a date range and if a time is available that you like, choose it
  • Verify your information
  • Type in comments for your reason for visit
  • Select Schedule, and you will have an appointment for the selected date and time

Request an Appointment

  • Click on Visits
  • Select Schedule an appointment
  • Select Request an Appointment at the top of the page
  • Choose the Clinic Location and click Continue
  • Choose the Department and click Continue
  • Select your preferred options from the drop down menus for provider, dates and times
  • Add a comment on the reason for visit field.
  • Click Send

Cancelling or Rescheduling Appointments

For most appointment except some Radiology and HemOnc appointments, you can cancel 12 hours before the time of your scheduled appointment. You will need to contact your provider's office directly by telephone if you need to cancel less than 12 hours. Please follow the cancellation policies established by your provider. For providers that allow direct scheduling you can also Reschedule your appointment.

  • Click on Visits
  • Select Appointments and Visits
  • Select Details on the appointment you need to cancel or reschedule.

Confirming Appointments

You can confirm your appointment a week before the appointment date. If you confirm through myD-H, you will not receive a phone call confirming the same appointment.

  • Click on Visits
  • Select Appointments and Visits
  • Select Details on the appointment you need to confirm. Click on Confirm Appointment

Appointment Reminders

You will receive Appointment reminder messages through myD-H, 7 days and 1 day before the appointment date. You can also request additional Appointment reminders by selecting between 2 days and up to 1 hour of your appointment by setting up your preference:

  • Click on Profile
  • Select Notifications
  • Expand Appointment and make the change for Reminders

PreCheck-in

With PreCheck-In, you can confirm appointments, update insurance, pay copays for certain visits and fill out questionnaires up to a week before your appointments. When you PreCheck-in, it reduces time at the registration desk on the day of your appointment. However you will still be asked for at least 2 forms of identification such as name, address or phone #. To start your PreCheck-in process:

  • Click on Visits
  • Select Appointments and visits.
  • Click on Update Information for the relevant appointment

Request a Referral

If you wish to submit a referral request:

  • Click on Billing under My Insurance and Referrals
  • Select Request a Referral

Once the information is entered into the system it will appear under Referrals that includes a status column. Please contact Referral services by selecting the relevant referral and clicking on the Customer Service Request in the Referral section.

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Troubleshooting

Can't log in?

  • Make sure your Caps Lock key is not on. The password field is case sensitive.
  • Make sure you do not enter extra spaces in either your email or password boxes and try again.
  • Make sure you are logging in with the email you used when you activated your account, even if that email is now obsolete for you. Once you log in with that email, you can change it to your new email under Profile.
  • If you have forgotten your password, select I forgot my password.
  • Try to remove the cache from your browser.
  • Make sure your browser cookies are allowed for myD-H.org.

Forgot password?

From the main login page, select I forgot my password. You will be prompted with the password question you entered when you first created your account. After correctly answering this question, you will be able to create a new password. If you need additional assistance, please Contact Technical Support and someone will contact you shortly during normal business hours. Passwords should be at least 6 letters with 2 numbers.

Bumped from the system?

We want to protect your privacy and the security of your information. If your keyboard is idle for 30 minutes or more when you are logged into myD-H, you will automatically be logged out. Any unsaved information you have typed will be lost. We recommend that you log out of your myD-H session if you need to leave your computer for even a short period of time.

Not receiving email and/or text alerts?

Alerts are sent out if new information (test results, messages, estatements, AVS, requested records) appears in myD-H. If you are not receiving alerts, it could be for one of the following reasons:

  1. Please make sure you signed up for these alerts under Profile, Notifications. Each alert message has its own subject header; such as 'New Test Results' or 'Your After Visit Summary'. 'New Messages' can be messages from your provider's office, appointment reminders or public health messages.

  2. Did you enter in an incorrect email address or mobile number. Go to Profile, Preference, Change Email Address to make sure the information is correct. Make changes to your mobile number under Profile, Notifications, Contact Information.

  3. Email alerts are being viewed as junk mail or spam by your computer. Look in your junk mail or spam folder for email alerts from myD-H@hitchcock.org. If you see some messages there, you'll want to change the settings on your email filter so that it allows messages from myD-H@hitchcock.org to pass through (i.e., make myD-H a "safe" address, add to your address book, etc.). This is called "whitelisting." For more specific instructions, try this website.

If you have checked the settings and you still are not receiving email alerts, please contact our myD-H Technical Support for assistance.

App asking for private information?

On downloading the myD-H app, it needs the following information:

  • Device and App History
    • Device - For error tracking, some errors can only happen on certain devices and certain operating system versions, so we track this to determine issue causes
    • App - This is for version checking of the app itself to determine if the version is up to date
  • Location
    • Determining the user's location so that, when asked, it can provide a map and directions to a particular address (for ex in the Appointment details)
  • Phone
    • To be able to link out to the telephone (for ex in the Appointment details)
  • Photos/Media/Files
    • To upload currently saved photos (or videos) (for ex in the Get Medical Advice request)
  • Camera/Microphone
    • To take pictures to upload (for ex in the Get Medical Advice request)

The Android platform presents the warning about downloading the above information upon download. In the iPhone platform, we are able to provide this disclaimer per each point when the app needs the data (for example, when you click on directions, it will then ask you "MyChart Mobile needs access to your location"), which can help provide context. However for Android, this disclaimer can only come when the app is downloaded, so all 5 points are shown at once without context. This is how the Android requires that we push the app out.

Patient privacy is not being invaded. The data is only being used for the functionality described above.

Locked after 3 failed password attempts?

Internet security best practices limit the number of failed login attempts a user can make before their account is locked. This practice helps prevent rapid-fire / automated attempts from malicious people trying to gain access to your account. myD-H is not alone in having such a rule governing failed login attempts.

Three general reasons for lockouts:

  • Stale cached credentials: whenever you change your password, your old password may still be "remembered" (cached) on your computer, tablet, or smart phone.
  • Human error: mistyping your username or password, forgetting your username or password, not noticing a previous user is showing in a login box, etc.
  • .Malicious intent: a computer or person deliberately trying to gain unauthorized access to your account.

How to Get Unlocked

Since myD-H accounts will be locked following 3 or more failed login attempts within a 15-minute period, you have the following options to unlock your account:

  • Wait 15 minutes and try again. The failed login attempt counter will automatically reset to zero once 15 minutes have passed since your first failed attempt.
  • If you need immediate access to your account, try the self-service link: I forgot my password.
  • If neither solution works, please Contact Technical Support.

Further help

Technical support is available by selecting Technical Support, at the bottom of the main login page or at the bottom of each page. Please note that we cannot help patients with health-related issues; please call your provider directly.

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Contact Technical Support

Technical support

If you are experiencing problems trying to access your myD-H account or have other questions about myD-H, contact Technical Support.

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Contact Us About Your Medical Record

Questions about your medical record

If you have questions about your medical record, contact Health Information Services at your Dartmouth-Hitchcock provider's location.

Dartmouth-Hitchcock Concord
253 Pleasant Street
Concord, NH 03301
Phone: (603) 229-5142
Fax: (603) 229-5146
Dartmouth-Hitchcock Keene
590 Court Street
Keene, NH 03430
Phone: (603) 354-5453
Fax: (603) 354-5452
Dartmouth-Hitchcock Medical Center
(Lebanon)
One Medical Center Drive
Lebanon, NH 03756
Phone: (603) 650-7110
Fax: (603) 650-6332
Dartmouth-Hitchcock Nashua
2300 Southwood Drive
Nashua, NH 03063
Phone: (603) 577-4037
Fax: (603) 577-4039
Dartmouth-Hitchcock Manchester
100 Hitchcock Way
Manchester, NH 03104
Phone: (603) 695-2820
Fax: (603) 695-2536

Privacy Policy: myD-H is fully compliant with federal and state laws pertaining to your privacy. Your name and email address will be treated with the same care and privacy given your health records and will never be sold or leased by Dartmouth-Hitchcock. Read through our Notice of Privacy Practices.

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myD-H Mobile App Troubleshooting Guide

Disclaimer: While the myD-H mobile app includes variations of myD-H features, it does not replace the web-based version of myD-H. There are certain features that patients can access only in the web-based version.

I can't sign into the mobile app.

Make sure you have an active myD-H account. You cannot sign into the app if you do not have an active account. To get a myD-H account, sign up at myD-H.org.

My username and password is correct, but an error screen still appears.

login error

  1. Make sure you can log into the myD-H.org website before you send us an email via the Contact Us link on the mydh.org website.
  2. If the error continues, please indicate in the Contact Us form if you have any special characters in your password, for example: ^

I am locked out of the app because I forgot my username/password.

locked out error

Please use the Forgot Password or Forgot Username link on the myD-H.org website. Please do not contact your health care provider to reactivate your account. If the self-service links do not work, please send us an email via the Contact Us form on the website.

Every time I try to connect via my mobile device, I get a network error.

  • Make sure you have the wireless connection on your mobile device turned ON.
  • If your wireless connection is ON, power off the device. It is possible something is "cached" in memory. For example, if multiple members of the same family use the same device, the device can get confused with switching usernames.
  • Select Send the report if you continue to see the following error:
    On Apple:
    network error Apple

    On Android:
    connection error Android

    server error Android
  1. Go to the myd-h.org website and submit the date/time of the error in the Contact Us form.
    Note: You cannot send the report.

I am a Concord and/or Keene patient. Can I use the app?

Yes, the app is available for all locations.

Why do I receive the Terms and Conditions before I log into the app? I already signed them on the website.

The Terms and Conditions are specific to the mobile app and are slightly different than the Terms and Conditions you signed on the website.

Terms and Conditions

What do the numbers on the icons indicate? 

Numbers on Icons

These numbers indicate the number of unread items in each of those categories (Test results and Messages).

What do the blue lines or dots on certain rows indicate?

Apple Blue Dots Android Blue Lines

The blue dots or lines indicate new and unread items.

How do I delete a message from an Apple or Android device?

On an Apple device:

  • Swipe over the row with the message on it.
    A red Delete button appears.
    Apple Delete messages
  • Select the red Delete button to delete the message.

On an Android device:

  • Select the message you wish to delete.
    The following message appears:
    Android Delete Messages
  • Select Delete to delete the message.

I cannot view my office notes on the app.

Office notes are not available through the app. Please log into your account at: myD-H.org

How can I request an appointment? 

Click on Appointments, Schedule an Appointment. Select the option Choose a provider or Choose a reason for visit'

Note: Not all providers, departments and visit types are allowed in direct scheduling. You can directly schedule your appointment if you have seen the participating provider in the past 2 years.

Why can't I see my profile pictures when I switch devices? For example, signing in on my phone and my tablet.

Profile pictures are specific to the local device you are using. We do not store your images on our server.

Can I pay my bills through the app? 

Yes you can view and pay your bills through the app.

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