myDH Frequently Asked Questions

You can upload your COVID-19 vaccination card easily to myDH. By uploading your vaccination card, you'll always have access to your vaccination status.

Once you’ve uploaded your vaccination card, you'll have a unique QR code in your account and right on your mobile device. You can show the QR code at participating locations that require you to share your COVID-19 vaccination status.

1. In the upper-left corner, select Menu.
2. Under the "My Record"  section, choose COVID-19. The COVID-19 window appears.
3. Select Enter Information to display the COVID-19 vaccination questionnaire.
4. Enter the number of vaccine doses that you want to enter information for, and then click Continue.
5. Choose the manufacturer of the vaccine you were given.
6. Follow the question prompts and answer all of the questions.
7. Click Add a Document. A new window appears that allows you to attach a copy of your vaccination card. This is just like adding a file to an email.
8. After you’ve added the information, click Continue.
9. Review your information and make changes if necessary by clicking the blue pencil icon to the right of your responses.
10. When you are done, click the Submit button.

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. To see details of the bill, select View Account.
   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 its 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 don't see the Pay Now button. What does that mean?

You may not see the Pay Now button for the following reasons:

• If you don't see the Pay Now button, it's possible you don't have any amount to pay.
• Bills on HOLD will not appear in 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's record, but I don't see a bill in their record. What should I do?

You will access your child's bill (ages 0 to 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 patient's bill.

To pay a bill if you don't have a myDH account or to pay another patient's bill, you can use the Pay as a Guest option on the myDH sign-in screen.

1. Sign in to myDH.
2. Click the dark blue Pay as Guest button.
3. Look up the account you want to pay by entering the guarantor or visit account number and the guarantor's last name. Note: The guarantor is the person responsible for paying the bill.
   Alternatively, you can use the social security number or date of birth to look up the guarantor account.

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

To view statements:

1. In the upper-left corner, select Menu.
2. Under the "Billing" section, select Billing Summary.
   The Billing Summary window appears.
3. Click the View Balance Details button.
   The Billing window appears.
4. Select the Communications tab.
   Your most recent billing statement appears.
5. To view all of your statements, click the Show all statements link.

To view your payment history:

1. In the upper-left corner, select Menu.
2. Under the "Billing" section, select Billing Summary.
   The Billing Summary window appears.
3. Click the View Balance Details button.
   The Billing window appears.
4. Select the Payments tab.
   A list of your recent payments appears.
5. To change the time period, click the Year to date, Last year, or Any date buttons.

To ask a question about a specific bill:

1. In the upper-left corner, select Menu.
2. Under the "Communication" section, select Ask a Question.
   The Ask a Question window appears.
3. Click the Financial Customer Service Question button.
4. Choose the type of customer service question
   The message template appears.
5. Enter a subject and a message.
6. Click Send.
   If you are sending in a message on behalf of someone, please also provide the patient's name and date of birth in the message box to prevent a delay in response to your inquiry.

1. In the upper-left corner, select Menu.
2. Under the "Billing" section, select Billing Summary.
   If you have a large bill to pay, the Set up Payment Plan button will appear automatically.
3. Click the button and follow the instructions

1. In the upper-left corner, select Menu.
2. Under the "Billing" section, select Financial Assistance.
   The Financial Assistance window appears.
3. Click on Request Financial Assistance.
4. Choose whose bills need assistance paying.
5. Click the Next button.
6. Indicate how large your household is.
7. Select your income source, how often you're paid, and the amount you're paid.
8. Add Expense, and then click the Next button.
9. Add Assets.
10. Add a comment if necessary.
11. Click Submit.

To access your insurance information:

1. In the upper-left corner, select Menu.
2. Under the "Insurance" section, select Insurance Summary.
   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.
3. Click 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
3. Click Submit.

To remove an insurance provider:

1. Select Remove coverage.
2. Enter information in the Comments box.
3. 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.

To sign up for paperless billing:

1. In the upper-left corner, select Menu.
2. Under the "Billing" section, select Billing Summary.
   The Billing Summary window opens.
3. Select Save time while you save paper! Sign up for paperless billing.
4. Select Receive email notifications and/or Receive text notifications for email and text reminders for payments due.
5. Select the check box near the 'I understand that I will no longer receive statements in the mail.' statement
6. Click Sign me up.

To cancel paperless billing:

1. In the upper-left corner, select Menu.
2. Under the "Billing" section, select Billing Summary.
   The Billing Summary window appears.
3. 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. In the upper-left corner, select Menu.
2. Under the "Account Settings" section, select Communication Preferences.
   The Communication Preferences window appears.
3. Select the options you want:
   • If a text message icon appears solid, select it to opt out of receiving the particular notification.
   • If a text message 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 or guarantor of the account. To set eStatements, a full myDH account needs to be established by the patient or guarantor.

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 (for example, a "Pain Survey" would come from the Pain Clinic).

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

Each screen will guide you through filling out the questionnaire. 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.

• 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 additional questionnaires, if there are any.
• 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 click 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 for the 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.

If you are a custodial parent, guardian or another legally-authorized adult, and are requesting a proxy account, you are required to submit to Dartmouth Health 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 (Dartmouth Health document)
• Custody papers
• Adoption papers

• 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 (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 Health 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 (PDF), 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 a list of sensitive medications, if any.
• Expanded Adolescent Proxy Access: With this account, adolescents have access to all myDH features with parent/provider approval.

Please note: Dartmouth Health 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.

1. Sign in to your myDH account.
   The Welcome window appears.
2. In the upper-left corner select Menu.
3. Under the "Sharing" section, select the option you want:
   • Request an Adult Proxy
   • Request a Minor Proxy
4. Complete the form. A representative will let you know within 24 to 48 hours (not including weekends or holidays) if your request has been approved.

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.

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

For technical support, contact myDH Technical Support.

We cannot answer medical questions; please contact your provider directly.

1. In the upper-left corner, select Menu.
2. Under the "Find Care" section, select Schedule an Appointment.
   The Schedule an Appointment or Request an Appointment window appears.
3. Select the provider you wish to schedule with.
4. If your provider is listed, select the provider and then select the reason for your visit.
5. For providers who see patients in multiple locations, you will be asked to select a location.
6. Select a date range and, if a time is available that you like, choose it.
7. Verify your information.
8. Type in comments for your reason for the visit.
9. Select Schedule, and you will have an appointment for the selected date and time.

For most appointments (except some radiology and hematology/oncology appointments), you can cancel up to12 hours before the time of your scheduled appointment. If you need to cancel less than 12 hours before an appointment, you need to contact your provider's office directly by telephone. Please follow the cancellation policies established by your provider. For providers who allow direct scheduling, you can also Reschedule your appointment.

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

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

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. In the upper-left corner, select Menu.
2. Under the "Account Settings" section, select Communication Preferences.
3. Click Appointments to open its drop-down panel.
4. 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 information, pay copays for certain visits, and fill out questionnaires up to a week before your appointments.

When you use 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 on the day of your appointment.

To start your PreCheck-in process:

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

To submit a referral request:

1. In the upper-left corner, select Menu.
2. Under the "Communication" section, select Request A Referral.
   The Request a Referral window appears.
3. Fill out the referral form and click Send.

Once you've entered the referral information, it will appear under Referrals and include a status column. If you need assistance with your referral, please contact Referral Services by selecting the relevant referral and clicking the Customer Service Request in the Referral section.

• Make sure your Caps Lock key is not on. The password field is case-sensitive.
• Make sure you have not entered extra spaces in either your email, username, or password.
• 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 in the "Account Settings" section from the Menu in the upper-left corner.
• If you have forgotten your password, click the I forgot my password link on the myDH login page. For more information, see "Forgot password?" below.
• Try to remove the cache from your browser (PDF).
• Make sure your browser cookies are allowed for myDH.org (PDF).

1. On the myDH 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 myDH Technical Support and someone will contact you shortly during normal business hours.

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.

Alerts are sent out if new information (for example, comments, messages, letters, e-statements, or requested records) appears in myDH. If you are not receiving alerts, it could be that you have not selected to receive alerts, your mobile number or email address are incorrect, or alerts are being flagged as junk mail by your computer. Use the following procedures to check for each of these situations.

Note: 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. In the upper-left corner, select Menu.
2. Under the "Account Settings" section, select Communication Preferences.
   The Communication Preferences window appears.
3. 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. In the upper-left corner, select Menu.
2. Under the "Account Settings" section, select Communication Preferences.
   The Communication Preferences window appears. At the bottom of the window there is Contact Information card.
3. Check that the phone numbers listed on the Contact Information card are correct. If not, click the Edit button to update the information.

Is your email address correct?

1. From the Menu in the upper-left corner, select Personal Information from the "Account Settings" section.
2. Check that the email address is correct in the contact information section.
3. If it is incorrect, click the edit button to update it.

Are email alerts being viewed as junk mail or spam by your computer?

1. Look in your junk mail or spam folder for email alerts from myD-H@hitchcock.org.
2. If you see messages from myD-H@hitchcock.org there, you need to change the settings on your email filter so that it allows messages from myD-H@hitchcock.org 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 NetLingo.com website.

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

The myDH app needs the following information from your device:

• Device and app history
  • Device: This is used for error tracking. Some errors can only happen on certain devices and certain operating system versions, so we track this to determine the causes of issues.
  • App history: This is used for version checking of the app itself to determine if the version is up to date
• Location: This is used to determine your location so that, when asked, the app can provide a map and directions to a particular address (for example, in the appointment details).
• Phone: This is used to be able to provide a link to a telephone number (for example, in the appointment details).
• Photos/Media/Files: These allow you to upload saved photos or videos (for example, in the Get Medical Advice request).
• Camera/Microphone: These allow you to take photos to upload (for example, in the Get Medical Advice request).

For Android devices, warnings about downloading the above information appear only when you download the app (as required by the Android platform). Please note that patient privacy is not being invaded. The data is only being used for the functionality described above.

For iPhones, these warnings appear at each point when the app needs the data. For example, when you click "Directions," it will display an alert saying, "MyChart Mobile needs access to your location".

Internet security best practices limit the number of failed login attempts a user can make before their account is locked. This practice helps prevent automated login attempts from malicious people trying to gain access to your account. myDH is not alone in having such a rule governing failed login attempts. For your security, myDH accounts are locked after 3 or more failed login attempts within a 15-minute period.

You may experience a locked account for the following reasons:

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

How to unlock your account

Since myDH accounts are locked after 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, use the I forgot my password link on the myDH login page to reset your password.
• If neither solution works, please contact myDH Technical Support.

myDH 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.

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 myDH.org.

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1. Make sure you can log into the myDH.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: ^)

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Please use the Forgot Password or Forgot Username links on the myDH.org website. Please do not contact your healthcare provider to reactivate your account. If these links do not work, please send us an email via the Contact Us form on the website.

• 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.
• If you continue to see the following error, select Send the report, then Go to the myDH website and submit the date/time of the error in the Contact Us form.
  
  On Apple:
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  On Android:
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Yes, the app is available for all Dartmouth Health locations that use myDH.

These terms and conditions are specific to the mobile app and are slightly different from the terms and conditions you signed on the website.

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The blue dots indicate new and unread items.

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1. Click the message to view its details.
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2. Click the trash can icon in the upper-right corner to delete the message.

Click View Notes for the appointment.

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

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

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

If you have questions about your medical record, use the following information to contact Health Information Services at your Dartmouth Health provider's location.

Note: If you are a patient of Hudson, Milford, or Merrimack Family Practice, please contact the Dartmouth Hitchcock Clinics Nashua medical records department.

Dartmouth Hitchcock Clinics Concord

253 Pleasant Street
Concord, NH 03301
Phone: 603-229-5145
Fax: 603-229-5146

Dartmouth Hitchcock Medical Center
(Lebanon)

One Medical Center Drive
Lebanon, NH 03756
Phone: 123-456-7890603-650-7110
Fax: 123-456-7890603-727-7869

Dartmouth Hitchcock Clinics Manchester

100 Hitchcock Way
Manchester, NH 03104
Phone: 603-695-2820
Fax: 603-676-4290

Dartmouth Hitchcock Clinics 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: 603-308-0026
Fax: 603-640-1984

Cheshire Medical Center

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 Health. Read our Notice of Privacy Practices.