Frequently Asked Questions

You can access your electronic health record through the secure myDH 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 Health provider's location.

Creating an account

New users

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

  • Request a code at 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.
  • If you do not have a myDH account, you may receive a text message with a link to create an account at your next appointment.

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

System requirements

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

You can also view myDH on a browser from a mobile device such as an iPad, iPhone or Android phones. myDH 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 myDH Mobile Application link to get more information

Downloading the myDH Mobile Application

Apple and Android App Download Guide

Follow the steps below to download and log into the myDH mobile application. See also the myDH 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 myDH from the list of available health care providers.
  • Create your account or sign in using your myDH account email and password.

While the myDH mobile app includes variations of myDH features, it does not replace the web-based version of myDH. 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 myDH 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 myDH account
  2. Switch your account to a "proxy" account where both records are accessible in one myDH account. Both individuals need to complete the Designation of Personal Representative form and mail or fax to Health Information Services at your Dartmouth-Hitchcock provider's location. Learn more about proxies.

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Never use myDH 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?

myDH 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 myDH Technical Support for assistance. As a reminder, please remember that myDH 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. myDH 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": myDH 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.

  1. Sign in to myDH.
  2. In the upper-left corner, select Menu.
  3. Under the My Record section, select Document Center.
    The Document Center window appears.
  4. Click Request My Records to find a list of documents to download, print, and complete.
    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.

  1. In the upper-left corner, select Menu.
  2. Under the Sharing section, select Share My Record.
    The How do you want to share your information? window appears.
  3. To the right of the Connect with Hospitals and Doctors section, select One Time Access, with Share Everywhere.
    The Share Everywhere window appears.
  4. In the Who's accessing your record? box, type the name of your provider.
  5. Click the Request share code button.
    This is a one-time only access code which expires in 30 minutes.
    Your provider will then visit the secure Share Everywhere website and enter in the code and your date of birth.

For more information, visit the Share Everywhere Frequently Asked Questions web page.

Renewing prescriptions

  1. In the upper-left corner, select Menu.
  2. Under the My Record section, select Medications.
    The Medications window appears, showing a list of your active medications. Each medication details when it was last ordered and from which pharmacy.
  3. To manage your pharmacies for future renewals, select the Go to Manage My Pharmacies link.

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 myDH, 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

Use the following procedure when you have moved or wish to update your demographic(s) information (ex: preferred phone).

  1. In the upper-left corner, select Menu.
  2. Under the Account Settings section, select Personal Information.
    The Personal Information window appears.
  3. Click the Edit button under the appropriate box to update your personal information.

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Reading Secure Email from Dartmouth-Hitchcock Health

What is a secure email?

Dartmouth-Hitchcock Health (D-HH) takes privacy and confidentiality very seriously. Your email account may not be secure. So, we use the D-HH Mail Portal to deliver confidential information.

When D-HH sends a secure email to you, you will receive a notification in your regular email with a link to the D-HH Mail Portal. An example notification is shown below.

Secure email sample

You can still see who sent the email and the subject line, but the D-HH Mail Portal holds back the email contents. To read the email, you must open it in the D-HH Mail Portal.

How do I read a secure email from D-HH?

  1. Click the Click here link in the notification email you received from the D-HH Mail Portal.
    A web browser window opens and goes to the D-HH Mail Portal website.

    If this is the first time you have received a secure email, the D-HH Mail Portal Registration window opens.
    Email portal registration

    If you have already created a D-HH Mail Portal account, the D-HH Mail Portal Login window opens.
    Email portal login
  2. Create a new account, or log into your existing account.

    Note: If you forgot your password, click the Forgot Password link and follow the instructions to create a new password.
    The D-HH Mail Portal displays your secure email in the Inbox on the left side of the Portal window.
    Secure email Inbox
  3. In the Inbox, select the email you want to view.
  4. Use the buttons above the email to reply to or forward the email. Note: Currently, you can send email only to the following email domains:,,,,,,

    When you reply/forward an email, you are not limited to only the sender. You can also include other D-HH email addresses.

  5. You can view other secure emails you have received by selecting them in the Inbox.
  6. When you are done reading your secure email, click the Logout button in upper-right corner. By logging out, you prevent anyone else who uses your computer from reading your secure email.
    The D-HH Mail Portal confirms that you have logged out.
    Secure email log out
    Note: If you close the browser window, the logout message is not displayed.

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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 myDH medical records, please contact your provider.


If you have requested a specific letter from your provider, you can view the letter using the following procedure.

  1. In the upper-left corner, select Menu.
  2. Under the Communication section, select Letters.
    The Letters window appears showing a list of your letters.

Please send a message to 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, or newly added member hospitals, may notice a change in how parts of their records are shown. In myDH, you can see past appointment information. In accordance to dates posted below for specific locations or member hospitals. If you can't find what you are looking for in myDH, be assured that your complete medical record is still available in print from Health Information Services.

  • Concord patients: Your Pathology and Lab results from Concord Hospital are available under under the upper-left Menu, My Record section, Historical Documents.
  • Keene patients: Your doctors' notes from January 2013 through November 3, 2017 in Follow My Health (FMH) are available under the upper-left Menu, My Record section, Historical Documents.
  • 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.
  • New London patients: Your New London Hospital doctor's notes prior to October 10, 2010 are available under the upper-left Menu, My Record section, Historical Documents.

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


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

Almost all results will be released to patients without delay, regardless of whether they were performed in the Emergency Department, Inpatient, or Ambulatory setting. We will no longer be sending patients notifications that their results are available in myDH. A notification will be sent when a provider adds a comment to a test result after review. However, patients will still receive a notification for COVID test results. Here are some important things to consider as you review any results that appear in myDH:

  • Sometimes, you may see your results BEFORE your Provider has seen them. Please understand that we look at every test result. You can decide when is the best time to see your results which could be immediately, or wait until your provider's office contacts you. Most patients look up their results immediately. Others prefer to wait until their provider's office contacts them.
  • If you are a caregiver of an adolescent between 12-17 years old, you can view certain non-sensitive laboratory and Radiology results in myDH
  • 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 myDH. You can request the results under the upper-left Menu, My Record section, Document Center, Request My Records. Click the Electronically request copies of your record(s) link.
  • X-rays or other diagnostic images are not available in myDH, 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 myDH. 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 myDH 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 select Ask a Question under the Communication section from the upper-left Menu.

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 myDH and request that you enter information from home, such as blood pressure readings and glucose levels.

To find your flowsheet:

  • From the upper-left corner of the Menu, choose Track My Health under the My Record section.
    Note: This menu option appears only when an order has been placed for you.
    Once you enter and submit the information, your provider's office will be able to review the information. Always remember to submit your readings in the intervals (daily, weekly) as requested by your provider.

Health articles

Our Healthwise medical encyclopedia is linked to myDH.

  • Throughout your medical record, such as in Test Results, lab values and conditions are linked to related health articles.
  • Enter any condition, disease, or other medical term in the search box at our?Dartmouth-Hitchcock Healthwise? Health Encyclopedia website.

Making changes to your record

Updating personal information

Use the following procedure to change your password, email address, or security question.

  • In the upper-left corner, select Menu.
  • Under the Account Settings section, choose the Change Account Settings option.
  • Select the item you wish to change.

Correcting medical information

Your myDH 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 (PDF).

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Financial Features

There are many options under the Billing section from the Menu in the upper-left corner.

You can see:

  • Outstanding balances
  • Pay your bill
  • Set up a payment plan
  • Request financial assistance
  • View account details
  • View past statements and payments
  • Sign up for or cancel paperless billing

Paying your bills

  1. Sign in to myDH.
  2. In the upper-left corner, select Menu.
  3. Under the Billing section, choose the Billing Summary option.
  4. Select Pay Now to pay the amount due.
  5. For other options regarding your account, click View Account.
  6. Select View Account to view details of the bill.
    The Billing window appears and displays the following tabs:
    • Overview: An overview of your billing including current balances and recent payments.
    • Details: A list of your visit accounts. A visit account is how your charges are grouped together to bill insurance, and usually represents your billing activity for a single visit. You may have multiple visit accounts, each with their own balance. The guarantor is the person responsible for paying the bill.
    • Payments: A list of your recent payments.
    • Communications: A list of your billing statements and letters.

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 myDH. 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 myDH account, or I want to pay another patients bill?

Pay as a Guest is an option on the myDH sign in screen.

  • Go to
  • 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 and payments

As monthly statements become available, you can view them in myDH.

To view statements:

  1. Select the Menu in the upper-left, and choose Billing Summary from the Billing section.
    The Billing Summary window appears.
  2. Click the View account button.
    The Billing window appears.
  3. Select the Communications tab.
    Your most recent billing statement appears.
  4. To view all of your statements, click the Show all statements link.

To view your payment history:

  1. Select the Menu in the upper-left corner, and choose Billing Summary from the Billing section.
    The Billing Summary window appears.
  2. Click the View account button.
    The Billing window appears.
  3. Select the Payments tab.
    A list of your recent payments appears.
  4. To change the time period, click the Year to date, Last year, or Any date buttons.

Contacting the Billing Department

To ask a question about a specific bill:

  1. From the Menu in the upper-left corner, choose Ask a Question from the Communication section.
    The Ask a Question window appears.
  2. Click the Customer Service Question button.
    The Ask Customer Service window appears.
  3. Enter a subject and a message.
  4. 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

  1. From the Menu in the upper-left corner, choose Billing Summary from the Billing section.
    If you have a large bill to pay, the Set up Payment Plan button will appear automatically.
  2. Click on the button and follow the instructions

Applying for financial assistance

  1. From the Menu in the upper-left corner, choose Financial Assistance from the Billing section.
    The Financial Assistance window appears.
  2. Click on Request Financial Assistance.
  3. Choose whose bills need assistance paying.
  4. Click the Next button.
  5. Add how large your household is.
  6. Add source of income, frequency, and amount.
  7. Add Expense, and then click the Next button.
  8. Add Assets.
  9. Add a comment if necessary.
  10. Click Submit.

Changing your insurance information/provider on file

To access your insurance information:

  • From the Menu in the upper-left corner, select Insurance Summary from the Insurance section.
    The Insurance Summary window appears.

To add an insurance provider:

  1. Select Add a Coverage to add a new insurance provider.
    The Add coverage section appears at the bottom of the window.
  2. Fill out the form and select Submit.

To change information on a current insurer:

  1. Select Update coverage to change information on a current insurer.
  2. Enter information in Comments box, and then click Submit.

To remove an insurance provider:

  1. Select Remove coverage.
  2. Enter information in the Comments box, and then click Submit to send the deletion request.
    Your information will be sent when you log out of your myDH account.
    Note: This information is not changed right away. The requested information needs to be verified by the insurance department and the individual Payor first.

Signing up or canceling Paperless Billing

To sign up for paperless billing:

  1. From the Menu in the upper-left corner, select Account Summary under Billing
  2. Select "Save time while you save paper! Sign up for paperless billing"
  3. Select Receive email notifications and/or Receive text notifications for email and text reminders for payments due.
  4. Check the box near the 'I understand.' statement
  5. Select Sign Me Up.

To cancel paperless billing:

  1. From the Menu in the upper-left corner, select Billing Summary under the Billing section.
    The Billing Summary window appears.
  2. In the "If you would like to receive paper statements, you may cancel paperless billing" sentence, click the cancel paperless billing link.

To opt out of text notifications for Payment Reminders and New Statements:

  1. From the Menu in the upper-left corner, select Communication Preferences under the Account Settings section.
    The Communication Preferences window appears.
  2. If a text message icon appears solid, select it to opt out of receiving the particular notification. If the icon appears with an outline (not solid), select it to opt in.

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 myDH account needs to be established by the patient/Guarantor.

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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 myDH.

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 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, select Visits under the My Record section of the Menu in the upper-left corner.
  • Questionnaires: If any questionnaires need to be completed, select Questionnaires under the My Record section of the Menu in the upper-left corner.

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 20 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 myDH 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 myDH 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 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 or other non-custodial adult seeking proxy, there must be a Designation of Personal Representative for Minor form, signed by both parents, 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 myDH 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

  1. Sign into myDH.
    The Welcome window appears.
  2. In the upper left corner select Menu
  3. Under the Sharing section, select:
    • Request an Adult Proxy
    • Request a Minor Proxy
  4. 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 select the 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.

Each record in your myDH account offers direct access to a specific personal health record. If you try to communicate about another person from your myDH record, this information would incorrectly appear in your health record. Accessing an authorized proxy record

  1. Sign in to your myDH account.
    In the upper-right corner of the myDH homepage, a drop-down menu appears for each record.
  2. Choose the name of the record you want to access.
    A disclaimer page appears telling you that you are entering another person's medical record.
  3. 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 myDH account.
  4. Select your name from the drop-down menu to return to your 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


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

  1. From the Menu in the upper-left corner, select Schedule an Appointment under the Find Care section.
    The Schedule an Appointment or Request an Appointment window appears.
  2. Select the provider you wish to schedule with:
    • If you do not see the provider you would like, click the Request an Appointment link at the top of the page.
  3. If your provider is listed, select the provider and then select the reason for your visit
  4. For providers that see patients in multiple locations you will be asked to select a location
  5. Select a date range and if a time is available that you like, choose it
  6. Verify your information
  7. Type in comments for your reason for visit
  8. Select Schedule, and you will have an appointment for the selected date and time

Request an Appointment

  1. From the Menu in the upper-left corner, select Schedule an Appointment under the Find Care section.
    The Schedule an Appointment or Request an Appointment window appears.
  2. Click the Request an Appointment link at the top of the page.
    The Request an Appointment - Step 1 window appears.
  3. From the Clinic location drop-down box, select your location, and then click Continue.
    The Request an Appointment - Step 2 window appears.
  4. From the Department drop-down list box, select the department's name where you would like to make an appointment.
  5. Click Continue.
    Step 3 of the Request an Appointment window appears.
  6. Select your preferred options from the drop-down menus for provider, dates, and times.
  7. In the Reason for visit box, provide comments explaining the reason for the appointment.
  8. 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.

  1. From the Menu in the upper-left corner, select Visits under the My Record section.
  2. Under Upcoming Visits, select the appointment box to view details about the appointment.
    The Appointment Details window appears.
  3. Select the appropriate option to cancel or reschedule the appointment.

Confirming Appointments

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

  1. From the Menu in the upper-left corner, select Visits under the My Record section.
  2. Under Upcoming Visits, select the appointment box to view details about the appointment.
    The Appointment Details window appears.
  3. Click Confirm Appointment.

Appointment Reminders

You will receive an Appointment reminder message through myDH, 7 days prior to your appointment date. You can also request an additional Appointment reminder by selecting between 2 days and up to 1 hour of your appointment by setting up your preference:

  1. From the Menu in the upper-left corner, scroll down to the bottom of the menu and select Communication Preferences under the Account Settings section.
  2. Click to expand the Appointments drop-down panel.
  3. Adjust the Reminders option to your preference on how long before your appointment you would like to receive reminders and by what method (email or text).


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 number.

To start your PreCheck-in process:

  1. From the Menu in the upper-left corner, select Visits under the My Record section.
  2. Under Upcoming Visits, select the appointment box to view details about the appointment.
    The Appointment Details window appears.
  3. Select Update Information.

Request a Referral

If you wish to submit a referral request:

  1. From the Menu in the upper-left corner, select Request a Referral from the Communication section.
    The Request a Referral window appears.
  2. Fill out the referral form and click Send.

Once the information is entered into the system it will appear under Referrals and include 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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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 by selecting Change Account Settings under the Account Settings section from the Menu in the upper-left corner.
  • 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

Forgot password?

  1. From the main login page, click the I forgot my password link under the Sign in button.
    The Recover Password window appears.
  2. Enter your email address and click Submit.
    You will then select to either receive a text or phone code, or to answer a security question for a temporary password to be emailed to you.
    Passwords should be at least 6 letters with 2 numbers.

If you need additional assistance, please Contact Technical Support and someone will contact you shortly during normal business hours.

Bumped from the system?

We want to protect your privacy and the security of your information. If your keyboard is idle for 20 minutes or more when you are logged into myDH, you will automatically be logged out. Any unsaved information you have typed will be lost. We recommend that you log out of your myDH 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 (comments, messages, letters, estatements, requested records) appear in myDH. If you are not receiving alerts, it could be for one of the following reasons. We are no longer sending patients notifications that their diagnostic results are available in myDH, however, a notification will be sent when a provider adds a comment to a diagnostic result after review.

Have you set up to receive alerts?

  1. From the Menu in the upper-left corner, select Communication Preferences from the Account Settings section.
    The Communication Preferences window appears.
  2. Check that you have turned on to receive alerts for each of the types of communications by selecting the appropriate icon to opt in (email, text, call, or mail).

Note: Each alert message has its own subject header, such as 'New Messages'. 'New Messages' can be messages from your provider's office, appointment reminders, or public health messages.

Is your mobile phone number correct?

  1. From the Menu in the upper-left corner, select Communication Preferences from the Account Settings section.
    The Communication Preferences window appears. At the bottom of the window there is Contact Information card.
  2. Check that the phone numbers listed in the Contact Information card are correct. If not, click the Edit button to update the information.

Did you enter the correct email address?

  1. From the Menu in the upper-left corner, select Change Account Settings from the Account Settings section.
    The Account Summary window appears.
  2. If your email address is incorrect, click the Change button to update it.

Email alerts are being viewed as junk mail or spam by your computer.

  1. Look in your junk mail or spam folder for email alerts from
  2. If you see some messages there, you'll want to change the settings on your email filter so that it allows messages from to pass through.
    This identifies myDH as a "safe" address and is called "whitelisting." For more specific instructions, refer to the How To Whitelist Email web page on the website.

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

App asking for private information?

On downloading the myDH 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. myDH 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 myDH 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 myDH account or have other questions about myDH, 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. If you are a patient of Hudson, Milford, or Merrimack Family Practice, please contact the Dartmouth-Hitchcock Nashua medical records department.

Dartmouth-Hitchcock Concord
253 Pleasant Street
Concord, NH 03301
Phone: (603) 229-5145
Fax: (603) 229-5146
Dartmouth-Hitchcock Medical Center
One Medical Center Drive
Lebanon, NH 03756
Phone: (603) 650-7110
Fax: (603) 727-7869
Dartmouth-Hitchcock Manchester
100 Hitchcock Way
Manchester, NH 03104
Phone: (603) 695-2820
Fax: (603) 676-4290
Dartmouth-Hitchcock Nashua
2300 Southwood Drive
Nashua, NH 03063
Phone: (603) 577-4037
Fax: (603) 577-4039
Alice Peck Day Memorial Hospital
10 Alice Peck Day Drive
Lebanon, NH 03766
Phone: (603) 448-7433
Fax: (603) 640-1984
Cheshire Medical Center/Dartmouth-Hitchcock
580 Court Street
Keene, NH 03431
Phone: (603) 354-5453
Fax: (603) 354-5478
New London Hospital
273 County Road
New London, NH 03257
Phone: (603) 526-5247
Fax: (603) 526-5594

Privacy Policy: myDH 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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myDH Mobile App Troubleshooting Guide

Disclaimer: While the myDH mobile app includes variations of myDH features, it does not replace the web-based version of myDH. 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 myDH account. You cannot sign into the app if you do not have an active account. To get a myDH account, sign up at

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

login error
  1. Make sure you can log into the website before you send us an email via the Contact Us link on the 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 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 website and submit the date/time of the error in the Contact Us form.
    Note: You cannot send the report.

I am a patient at Alice Peck Day Memorial Hospital, Cheshire Medical Center, or New London Hospital. 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 blue dots on certain rows indicate?

Blue Dots on Lab Icons

The blue dots indicate new and unread items.

How do I delete a message?

  • Click on the message to view details
    Message Details
  • Click the icon of a trash can in the upper right corner to delete the message.

How to view office notes on the app

  1. Select Visits.
  2. Locate the past visit desired.
  3. Select View notes or View After Visit Summary to open and view.
  4. Past Visits List

How can I request an appointment?

  1. Select Visits > Schedule an Appointment.
  2. 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.

If you do not see your provider, click Request an Appointment.

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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