DHconnect Frequently Asked Questions

How do I get a DHconnect account?

To become a DHconnect user, you will need to complete your organization's DHconnect account request form, and submit it to the authorized person listed on the form. Once we have received a completed and authorized form, the DHconnect support team will set up your account, typically within a week. If you do not know how to access the request form at your organization, please contact us at dhconnect@hitchcock.org for a copy or further instructions.

Is there a charge to use DHconnect?

No, DHconnect is provided as a free service to providers and health care organizations. There are minimal requirements for computer capability: a manufacturer-supported operating system plus a small, free client software called Citrix Receiver, which can be downloaded. For tablets and mobile devices, search for Citrix Receiver within your device’s application store.

How will I be trained?

DHconnect is a read-only view of the eDH clinical record; it is streamlined and intuitive to navigate. We offer WebEx, or onsite group training presentations. There are help cards available to print or view online. As always, the DHconnect support team is available Monday to Friday from 8:00 am to 5:00 pm to assist with questions and troubleshooting either at dhconnect@hitchcock.org, or by phone at 603-653-3272. Refer to the Training page for more information.

Who at my practice can get an account?

Each institution or practice determines who can get access to DHconnect. Generally, this should mirror the local EMR access that exists within the practice. This may include all providers, nurses, referral coordinators, care coordinators, and scheduling coordinators or those who would need access to the medical record for purposes of treatment, payment, and operations as defined by HIPAA.

Once I have a DHconnect account, do I log in at the website?

Access to DHconnect uses a secure Citrix Portal. A member of the DHconnect Support team will contact you regarding this access when you sign up to participate in DHconnect.

Is it secure?

Yes. DHconnect will encrypt all data communication between your computer and our server. There will be no patient data stored in your web browser's cache, and our servers are maintained behind a firewall in a secure data center.

Can I use a Mac?

Yes. Citrix Receiver is available for MacOS.

Can I use a smartphone? An iPad or other tablet?

Yes, Citrix Receiver is available for iOS and Android devices including Chromebooks. This application may be downloaded from the device's app store. Output is optimized for viewing on a larger screen, so a cell phone will require zooming in and out.

Can I get access to a patient who shows up in my ED?

Unless a patient is opted out of electronic records sharing, you can access their DH medical record, including current information within DHconnect and historical information in Legacy systems. If you are unable to access a patient's records electronically, relevant information can be faxed to you by calling 603-650-5000 and asking for Release of Information, which is staffed 24/7.

What are Legacy Systems?

You will see some patients have records in legacy systems, EMRs we used prior to migrating to Epic (eDH).

Legacy CIS is a read-only view of our previous EMR. We replaced CIS with eDH on April 2, 2011. D‑Hconnect contains problem lists, medications, operative histories and other discrete clinical data migrated from CIS, and all documentation of care provided on or after our go-live date is stored there as well. Prior office notes and other reports will remain in Legacy CIS, accessible through the Legacy Records link within D‑Hconnect.

Legacy Dartmouth Hitchcock Clinics Concord and Legacy Cheshire Medical Center records are also available as static PDF reports.

I've never used CIS, does this require different training?

CIS does require different training. However, it is a much simpler EMR to use, and you may find training to be unnecessary. If you do require training, contact the DHconnect Support team to set up an appointment.

Can I view images?

Yes. You will have access to radiology images in our PACS system, as well as scanned documents and uploaded photographs in the patient chart.

Can I enter a referral?

Providers can enter referral orders in DHconnect to request labs and appointments for specialty care. Other staff at your practice will have access to the referral module to request appointments and check the status of referrals in process.

I forgot my password or the system doesn't recognize my password

If you attempt to login 5 times within 10 minutes unsuccessfully, the system will lock your account. Your account will automatically be unlocked 10 minutes from the last bad attempt. If you do not remember your password, call DHconnect Support at 603-653-3272 for assistance.

Who do I call if I have other problems?

You can call DHconnect Support team at 603-653-3272, or email DHconnect@hitchcock.org.

Can I update my communication preference?

You can receive communications by In Basket, fax, or postal mail. To change your preference, call the DHconnect support team at 603-653-3272 or email DHconnect@hitchcock.org.

To protect personal health information (PHI), DHconnect utilizes secure messaging. If you sign up for email, you will receive an email notification that you have a message in your DHconnect In Basket. Logging into DHconnect is the only way to access your In Basket.

Can I have someone else at my practice check my In Basket?

You can designate another user to access and manage your inbox. This user will need their own DHconnect account. Learn more about In Baskets below.

How timely will the data I'll have access to be?

All clinical data is available in real time. You will need to log into DHconnect to view the data.

Do I use both DHconnect and the Connection Center?

You can use either service to manage the care of your patients. Feel free to call the DHconnect support team at 603-653-3272 or email DHconnect@hitchcock.org for consultation on how best to utilize these tools.