Resources & Services

 

 

Frequently Asked Questions

How do I get a doctor?
What is a primary care physician (PCP)?
What are my doctor's hours?
How do I schedule an appointment?*
How do I get a medical question answered?*
How do I find out about the results of tests?*
How do I get medication refills?*
How do I get help if I can't afford medical care or treatments?
How do I find out about health and wellness programs?
How do I get answers about insurance and billing problems?
How do I express a complaint and get a response?
How do you protect the privacy and security of my health information?
What if I'm looking for a doctor who specializes in a certain area i.e. gerontology, diabetes, etc.?
How do I cancel an appointment?*
What if I am sick when the Clinic is closed?
What if I can't afford the medications prescribed for me?
What happens when I arrive for my first visit?
What classifies as an emergency/non-emergency?
How do I get copies of my medical record?
How do I learn more about advanced care planning and end-of-life care?
What do I do if I need accommodations during my visit?
How do I let you know my preferred language when discussing my healthcare?
What do I do if interpretation services are needed at my next appointment or during my hospital stay?
Can a friend or family member interpret during my visit?

Q: How do I get a doctor?

If you are a new resident to the Monadnock Region or a new patient to Dartmouth-Hitchcock Keene and would like to establish a Primary Care Physician (PCP) i.e. regular doctor, please call (603) 354-6550 or email: FindMeADoctor@cheshire-med.com. We can provide you with information about our providers accepting new patients and help you choose a physician that is best suited to meet your healthcare needs. We can also mail this information directly to you upon request.

Please note: not all providers are available to be designated as a PCP. Some providers have a 'full' panel of patients already established or they may see 'same-day' patients only.

Also, if you are a patient with a managed care insurance (HMO) it is important that you notify them of your primary care provider choice once you have established that with Panel Management.

Q: What is a primary care physician (PCP)?

A primary care physician is another term for a regular doctor. It is someone who knows you, your medical history, works with you to keep you healthy, takes care of you when you are sick, and refers you to specialty care services when necessary or otherwise recommended.

Q: What are my doctor's hours?

Physicians are available at Dartmouth-Hitchcock 24 hours a day by calling (603) 354-5400. However, regular business hours are Monday through Friday, 8:30 AM-5:00 PM.

Q: How do I schedule an appointment?*

If you are an established patient of Dartmouth-Hitchcock and would like to make an appointment, please call (603) 354-5400 during regular business hours and ask to speak to the appropriate primary care or specialty department. We ask that you try and make your appointments in advance and our staff will make every attempt to meet your scheduling needs. We also offer a limited number of same day appointments for individuals who are experiencing acute illness or injury.

Q: How do I get a medical question answered?*

If you have a specific medical question regarding your healthcare, we encourage you to call your primary care physician's office and speak to a nurse. If the nurse is not able to answer your question(s), he/she will consult with a physician and return a call to you.

Q: How do I find out about the results of tests?*

Most primary care physicians notify patients by postal mail of test results. If you were asked to call or haven't heard about your test(s), please contact your primary care or ordering physician's office for the results. Please call (603) 354-5400 during regular business hours to be connected to the appropriate department.

Q: How do I get medication refills?*

Patients are able to get medication refills through the prescribing physician's office at Dartmouth-Hitchcock Keene. Patients should call (603) 354-5400 during regular business hours to be connected to the appropriate department. A 24-hour Medication Prescription Refill line is also available for our primary care department Family practice in Keene and the satellite offices.

Family Medicine - Team A
Prescription Refill Phone: (603) 354-6541

Family Medicine - Team B
Prescription Refill Phone: (603) 354-6551

Family Medicine - Team C
Prescription Refill Phone: (603) 354-6561

Family Medicine – Team D
Prescription Refill Phone: (603) 354-6555

Walpole Office
Prescription Refill Phone: (603) 756-3939

We respectfully ask that you leave the following information when leaving a medication refill message: your name, DOB, name of prescription needing to be filled, the pharmacy where you would like the prescription called in, when the prescription is needed, and a phone number where you can be reached should our staff need to notify you. All requests for prescription refills will be called in within 2 business days (Monday through Friday, 8:30 AM-5:00 PM). Patients calling and leaving a message on a nationally recognized holiday will also have their request(s) answered within 2 business days.

Q: How do I get help if I can't afford my medical care or treatments?

Dartmouth-Hitchcock Keene's Business Office is available Monday through Friday, 8:00 AM-5:00 PM to help and assist patients who are experiencing financial difficulties. Financial aid applications are available and are based on eligibility requirements. Patients should contact the Business Office directly at (603) 354-5400 to discuss other types of aid and/or payment options. You may also look at the Financial Assistance portion of our website.

Q: How do I find out about health and wellness educational programs?

Cheshire Medical Center/Dartmouth-Hitchcock offers a number of education and health-related programs to patients and the community. If you are inquiring about specific programs or would like to receive information, please contact our Community Health Education department at (603) 354-5460, or have a look at the Community Offerings & Education section of our site.

Q: How do I get answers about insurance and billing problems?

Please have a look at the Financial & Insurance Information section of our website. This includes some basic information as well as phone numbers of customer service representatives who can help with questions.

Q: How do I express a complaint and get a response?

Patient Relations is responsible for overseeing patient complaints and concerns for the Cheshire Medical Center/Dartmouth-Hitchcock Keene campus. We strongly encourage patients to contact us directly either by phone or mail, as it is only with the feedback from our patients that we are able to identify those areas that need improvement. We would also like to hear about your positive experiences as well. The staff in our office is available Monday through Friday and can be contacted directly by calling (603) 354-6577. Voice mail is available to patients calling after hours.

Patients who wish to submit concerns in writing, can do so by mailing us at :
Dartmouth-Hitchcock Keene
Attn: Patient Relations
590 Court Street
Keene, NH 03431

Our goal is to provide our patients with a 24 hour turn-around time with regard to a patient's initial concern or complaint. If you have specific questions regarding our procedures or require other assistance, please contact our office directly at (603) 354-6577.

Q: How do you protect the privacy and security of my health information?

Please see our Notice of Privacy Practices. We take the privacy and security of information very seriously here at CMC/DHK, and this notice describes how we do that. We also have another document, Patient Rights & Responsibilities, that the board of trustees, the medical staff and the employees of Cheshire Medical Center/Dartmouth-Hitchcock Keene jointly affirm and recognize.

Q: What if I'm looking for a doctor who specializes in a certain area i.e. gerontology, diabetes, etc.?

If you are patient looking for a provider with a specific subspecialty or special interest, please contact the Patient Relations department directly at (603) 354-6577 during regular business hours and our staff will be happy to assist you with your request.

Q: How do I cancel an appointment?*

We understand there are times and/or extenuating circumstances when patients are unable to keep their scheduled appointment(s). We respectfully ask that you contact us at (603) 354-5400 at least 24 hours in advance or as soon as possible, so this time can be made available to other patients.

Q: What if I am sick when the Clinic is closed?

Dartmouth-Hitchcock's regular business hours are Monday through Friday, 8:30 AM-5:00 PM with some after hour appointments and limited hours on Saturday. Patients should call (603) 354-5400 to set up an appointment.

If you are a patient who is sick and needs to be seen when the clinic is closed, we would encourage you to do the following:

  1. Call (603) 354-5400 and ask to speak to a nurse who will assess your situation and advise you appropriately with regard to immediate care.
  2. You may be advised to go to the Cheshire Medical Center Emergency Care Center (ECC). Please be advised that charges for the Emergency Care Center are considerably higher than a visit during regular business hours and we advise patients who have insurance to contact their plan directly regarding benefit coverage.
Q: What if I can't afford the medications that have been prescribed for me?

Medication assistance is available to patients for prescriptions at no cost or a reduced charge based on eligibility requirements. To inquire about this program, please contact the Medication Assistance Coordinator at (603) 354-6544, or read more on Medication Assistance.

Q: What happens when I arrive for my first visit at Dartmouth-Hitchcock?

We strongly encourage patients to arrive for their first appointment approximately 15 minutes early in order to complete the registration process. Please bring any health insurance cards with you at this time, as this will assist our Business Office to bill your plan accordingly.

At subsequent visits, you will be asked to verify your personal information and should notify the registrar if any changes need to be made.

Q: What classifies as an emergency/non-emergency?

Life threatening emergencies include, but are not limited to: severe bleeding, unconsciousness, and chest pain. If you find yourself in a situation of this nature please do the following:

  1. Call 911 and go directly to the nearest hospital emergency room for immediate medical attention.
  2. Notify Dartmouth-Hitchcock as soon as possible if you have a managed care insurance plan.

For all non-life threatening or urgent medical care needs, please contact your primary care physician during regular business hours (Monday through Friday, 8:30 AM-5:00 PM) by calling (603) 354-5400 so that your situation can be assessed and appropriate action(s) taken.

If you are a patient who is sick and needs to be seen when the clinic is closed, we would encourage you to do the following:

  1. Call (603) 354-5400 and ask to speak to a nurse who will assess your situation and advise you appropriately with regard to immediate care.
  2. You may be advised to go to the Cheshire Medical Center Emergency Care Center (ECC). Please be advised that charges for the Emergency Care Center are considerably higher than a visit during regular business hours and we advise patients who have insurance to contact their plan directly regarding benefit coverage.
Q: How do I get copies of my medical record?

Patient medical records are the property of Dartmouth-Hitchcock. However, patient records can be reviewed and copies provided with proper written authorization and a reasonable fee. To request copies or to make an appointment to review your medical record, please fill out the Release of Information Authorization Form (PDF) and contact our Release of Information department at (603) 354-5453 during regular business hours.

Q: How do I learn more about advanced care planning or end-of-life care?

See the Advanced Care Planning Guide from the Foundation for Healthy Communities.

Additional questions and answers can also be viewed on our Family Medicine site.

Q: What do I do if I need accommodations during my visit?

Please let us know if accommodations are needed during your visit. We want to ensure you and your companions have full access to our facility and your healthcare! You can let us know this information each time you schedule an appointment, arrive for emergency services or by contacting our Interpreter Program Coordinator at (603) 354-6656.

Go to our Communication Services and Accessibility page for a list of auxiliary aids/services currently available. If you or your companion require something not on the list or would like additional information please contact our Interpreter Program Coordinator at (603) 354-6656.
Q: How do I let you know my preferred language when discussing my healthcare?

Please let us know the language in which you or your companion prefers to discuss healthcare! Interpretation services are provided free of charge. You can let us know this information each time you schedule an appointment, arrive for emergency services or by contacting our Interpreter Program Coordinator at (603) 354-6656

Q: What do I do if interpretation services are needed at my next appointment or during my hospital stay?

When an appointment is scheduled let the receptionist know interpretation services will be needed and which language is needed. If you or your companions are arriving for an unscheduled appointment or an emergency visit please let us know as soon as you arrive. We will ensure interpretation services are provided.

Q: Can a friend or family member interpret during my visit?

We encourage you to use a qualified interpreter (provided free of charge). A qualified interpreter is an interpreter who has had education/professional training and is able “to interpret effectively, accurately and impartially both receptively and expressively, using any necessary specialized vocabulary."

Family members or friends may not have the bilingual skills necessary to interpret accurately and completely in medical settings; may not feel bound to uphold the same standards of privacy and confidentiality as a qualified interpreter, and issues may arise that are sensitive and/or difficult to discuss through a family member or friend.

You can decline a qualified interpreter during your visit; however we will ask you to sign a Waiver Form, stating that you are waiving your rights to a qualified interpreter.

*Or Dartmouth-Hitchcock patients can always sign up for myD-H (formerly Patient Online), the free, secure and confidential on line service that enables patients to communicate with their provider, request appointments & prescription refills and more. Patient On line sign-up can be conveniently accessed by simply clicking on the icon at the top of this page.