FAQ

Help Topics

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
Message Center
Medical Record
Billing: Concord and Keene
Billing: Lebanon, Lyme, Plymouth, Manchester, Nashua
Questionnaires
Proxy accounts
Troubleshooting
About eD-H

Creating an account

Existing Patient Online users

If you already have a Patient Online (POL) account, you're all set! Just log in using your POL username and password. If you've forgotten your POL username or password, just follow the steps below to request a one-time Activation Code to convert your POL account.

If you already have an account but got a message saying the username is taken, that's because myD-H merges what used to be separate POL systems for different Dartmouth-Hitchcock locations. In rare situations, more than one person may have chosen the same username in the old system. If this happens, the first user to sign into myD-H will continue to use the old username, but the next person will need to choose a new myD-H username. We apologize for any inconvenience.

New users

If you are a new patient, or a current patient who has never used POL, you can get a myD-H activation code during your next appointment with your provider, or you can request a code at myD-H.org.

You will receive an email with your temporary activation code at the address you provided during online registration. Your activation code will allow you to login and create your own username and password.

If you have any difficulty getting an activation code, please contact Health Information Services.

Activation code

Your activation code is not your myD-H username or password. You will use your code only once to log in to myD-H for the first time. This code will expire after the first time you use it, or after 45 days if it has not been used. When you log in to myD-H for the first time, you will need to create a username and password.

For technical support, contact Technical Support. Please note that we cannot answer medical questions, so please contact your provider directly.

System requirements

We recommend that your computer have a broadband Internet connection. myD-H requires your browser to have JavaScript and cookies enabled.

We require a minimum of the browser versions listed below. As myD-H may not work properly with older browsers, we recommend that you always use the latest software.

Windows

  • Internet Explorer¬†8
  • Firefox 3.6
  • Firefox 4
  • Chrome 10

Macintosh (OS X)

  • Safari 5
  • Firefox 3.6
  • Firefox 4
  • Chrome 10
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 Troubleshooting Guide and our brochure. (PDF)

Note: You must have a myD-H account before logging into the mobile app.

Step 1: Download the free MyChart application from the iTunes App Store or Google Play Store (search for "Epic MyChart").

Step 2: Select the MyChart Application.

Step 3: Accept the Apple or Android License Agreement.

Step 4: Select your location (New Hampshire or Vermont).
Note: If your network location provider is enabled, your location will be automatically selected.

Step 5: Select Dartmouth-Hitchcock myD-H from the list of available health care providers.

Step 6: Log in using your myD-H account.

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.

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Message Center

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 generally 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 message, so please do not include any personal health information except for the reason for your visit when you request or cancel an appointment.

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 and select Medical Record on the left. Choose Request Records and download the form you need. 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.

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 Rx 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 Rx 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.

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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.

Medical forms/letters

If you have requested a specific medical form/letter from your provider, it will be available in your Medical Record. This applies to forms such as work/school release, statement of health, or annual physical forms.

Medical history

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, as well as current medication and allergy information. 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: It was not possible to transfer your doctors' notes from Patient Online into myD-H, but appointment information from here on out will be saved in your online record. Your provider's office notes beginning in April 2011 appear in your After-visit Summary, located in the Past Appointments section of myD-H.
  • All patients: Family and social history will appear from October 2010 forward.

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 appreviations 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.

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 (excluding weekends) of when your provider receives them. 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 here.
  • X-rays or other diagnostic images are not available in myD-H, but written notes 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 on Send a message to your provider and choose Test Results Question as your subject.
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 into the search field to learn more about that issue.
  • Enter any condition, disease or other medical term in the search box at dartmouth-hitchcock.org.
Making changes to your record

Updating personal information

To change your address, password, email address or security question, select Personal Information on the left side of your screen, then 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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Billing: Keene and Concord patients

Paying your bills
  • Sign in to myD-H.
  • Select Front Desk
  • Select My Account
  • Select Pay next to the Current Balance if you wish to make a complete payment.
  • Click Pay next to one of the invoices listed on your account if you wish to make a payment for a particular invoice.
  • Fill out the Make Payment form
  • Select Confirm Payment
  • Select Make a Payment
Viewing your statements

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

  • Select the Details link next to one of the invoices listed on your account.
    You will not see monthly statements, but rather individual invoice information on the account.
Contacting the Billing Department
  • Select Send a Message about a Visit under the Visit Details page
  • Select Confirm Request and then Send message about a visit
Applying for a budget plan
  • Under My Account, select Details
  • Select Apply for a Budget Plan
  • Confirm the calculated amount and add your comments
  • Select Confirm Request
  • Select Submit Request
Changing your insurance provider on file
  • Select Front Desk
  • Select Insurance
  • Select Add a New Insurance
  • Select Confirm Request and Submit Request

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Billing: Lebanon, Lyme, Plymouth, Manchester and Nashua patients

Paying your bills
  • Sign in to myD-H.
  • Select Billing and Insurance
  • Select Billing Summary
  • Select Click here to view your statements
  • Select Pay Bill
Viewing your statements

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

  • Select Click here to view your statements
  • Select Older Statements for past bills
    You will only see new statements when a patient balance is due for that statement cycle.
Contacting the Billing Department
  • Select Question Bill to send a question to Customer Service.
  • For questions about specific bills, select Send a Message about an Invoice.
  • Select Confirm Request and then Send Message about an Invoice.
Applying for a budget plan
  • Select Question Bill to ask Customer Service about a budget plan.
Changing your insurance provider on file
  • Select Billing and Insurance
  • Select Insurance Summary
  • Select Add a New Insurance Provider
  • Fill out the form and select Submit
Why can't I set eStatements for my proxies?
  • Because 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.
  • 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 one of two of myD-H's left-hand sections.

  • Message Center: Go to your 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 Upcoming Appointments and open the relevant visit. You'll see any questionnaires on that screen.

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 save but do not send your questionnaire, you won't be able to finish the rest of it in the office; you'll have to start over. The tablets that we use for questionnaires in the clinic do not pull information from the myD-H portal.
  • 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 doctor won't receive the questionnaire unless you do.

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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 account 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:

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

Child, birth to age 11

A parent or legal guardian may have full access to a child's health record. Access may include Medications List, Test Results, After-visit Summary, and Problem List.

Child, age 12-17

Information available through this type of proxy access is limited as required by law. Some health record information, such as allergies and immunizations, may be available to parents or legal guardians.

Adult, age 18+

With proper legal documentation, any 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, 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.

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, in My Family's Record on the left side of the myD-H screen, you'll see Request Proxy. Fill out 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 account to send a message, rather than send a message from your own account. myD-H offers direct access to your personal health record only. If you try to communicate about another person, this information would incorrectly appear in your health record.

Spouses may not share one account. It is up to you how you choose to share your personal medical information.

Accessing an authorized proxy account

  • Sign in to myD-H.
  • Select My Family's Record and choose the name of the patient whose record you want to enter.
  • 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 Return to My Record when you are finished.
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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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 myD-H username or password boxes and try again.
  • If you have forgotten your password, select Forgot Password.
Forgot username?

From the main login page, select Forgot myD-H Username and fill in the fields. If you continue to have problems or don't remember some of the information, please select Contact Technical Supportand someone will contact you shortly during normal business hours.

Forgot password?

From the main login page, select Forgot 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 select Contact Technical Supportand 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.

Further help

Technical support is available by selecting Contact Us on 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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About eD-H

An EHR is a comprehensive collection of your medical information stored in a secure central location. Your EHR includes information about past medical appointments, test results, surgical procedures, hospitalizations, prescriptions, allergies, immunizations and other information such as digitized X-rays or MRIs. Your record should contain everything there is to know about your medical history.

With this new system come some new terms, so to recap:
  • EHR Electronic Health Record
  • eD-H The name of Dartmouth-Hitchcock's electronic health record system
  • myD-H The online patient portal to eD-H
Benefits of an EHR

Dartmouth-Hitchcock is committed to providing even better, safer care that can contribute to lower health care costs. eD-H helps make this happen. As a Dartmouth-Hitchcock patient, you will have one medical record that will follow you throughout our locations in Lebanon, Manchester and Nashua. Your health care team will have your complete history at hand so you won't need to repeat information. You should, however, expect them to confirm and review the information in your record.

  • Safety: As before, instructions, results and orders are typed, not handwritten, so information such as drug interactions and allergies are clearly noted.
  • Improved coordination of care: The many professionals who may be involved in your care can easily access your information and update it with every appointment, emergency room visit or hospital stay.
  • Cost-effectiveness: Tests may not need to be duplicated when your team can easily access previous results.
  • Emergency care: Your EHR may reflect your wants, needs and treatments even when you might not be able to remember them or speak for yourself.
  • More personalized care: Review your electronic health record, communicate with your health care team, pay your medical bills and more with myD-H.
  • More tools to manage your health: After every outpatient visit or hospital stay, you will receive a summary of your most recent Dartmouth-Hitchcock visit as well as related health information to help you manage your health.
Accessing your records online

myD-H is our new, secure online patient portal to your electronic health record, formerly known as Patient Online.

When you login to myD-H, you can view information in your EHR, including your providers' notes from your appointments and your immunization records. You can also request, change or cancel appointments; request prescription renewals; view your account and pay your bill; update your health insurance information and more. You can communicate securely with members of your health care team, and you'll have ready access to our comprehensive online medical information library.

Privacy and security

Access to information is controlled through secure access codes, personal IDs, and passwords. Also, myD-H uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session to myD-H. All myD-H messaging is done while you are securely logged on to our website. All medical information is stored safely behind the firewall of the electronic health record system.

Upon registration or admission, you authorize your health care team to have access to your EHR. All of the data is encrypted, so unauthorized providers will not be able to see your information. Your team uses your records to ensure that you are provided with comprehensive and coordinated care. Your team may include physicians, nurses, therapists, technicians and any other staff who are involved in your care.

Many community physicians who are involved in your care and who refer you to Dartmouth-Hitchcock will be able to access your electronic health record through a web-based portal called D-Hconnect. This allows them to have up-to-date information about your care at Dartmouth-Hitchcock when you return to them for follow-up care. To ensure privacy, your provider can only access these records with your written consent, which is valid for five years.

myD-H and Dartmouth-Hitchcock comply fully with federal and state privacy laws. Your name and email address will be treated with the same care and privacy given your health records and will never be sold, leased or shared in any way by Dartmouth-Hitchcock.

For more information, please read our Notice of Privacy Practices. You can also contact your Dartmouth-Hitchcock Privacy Office from Monday to Friday, 8:00 a.m. to 4:30 p.m.

  • Lebanon: (603) 650-7110
  • Manchester: (603) 695-2531
  • Nashua: (603) 577-4030

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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
263 Pleasant Street
Concord, NH 03301
Phone: (603) 229-5142
Fax: (603) 229-5146

Dartmouth-Hitchcock Keene
590 Court Street
Keene, NH 03430
Phone: (603) 355-3945
Fax: (603) 355-3999

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

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MyChart