u/ChaoticSalmon

We had our youngest child within the past year, born on a naval base. (It went well. Rave reviews.) We could see New Kid's record in the Patient Portal for quite a long time. And then, suddenly... we couldn't.

Things we tried

• Calling the number on the Patient Portal to open a ticket
  • They said they couldn't fix it because they can't access patient records as that's private data, and suggested I go to the hospital to correct it
• Going to Patient Administration at the hospital
  • They had no idea what could be wrong as the child's data was all there (and appeared to be accurate)
• (more calls to the number on the Patient Portal, until finally... a breakthrough)
• On another all to the Patient Portal number, the rep said children are initially put into DEERS with a "placeholder" and you must either go to a DEERS site and have them scan in the birth certificate/SS card or request a SAFE link to scan and send them in yourself
  • I brought in the birth certificate, which the lady scanned in and confirmed in DEERS that New Kid is my dependent/child
  • But we still could not see New Kid in the Patient Portal after this

TLDR: This is what actually fixed it

• I went to the DEERS office again yesterday (I have been calling places/visiting offices for a couple months at this point)
• Just by PURE COINCIDENCE, the lady I talked to printed off a new 1172 for me to use as "evidence" if I ever needed to prove that New Kid was indeed my New Kid and dependent
  • She noticed that New Kid's "Relationship" to me on the paper was just "XXXXXX" and not "Child" even though it was correct in the DEERS RAPIDS computer program
  • She called DMDC later in the day to correct this
  • I was immediately able to access New Kid's record in the Patient Portal again after that

So if you're stuck in this same mud, it may be worth going to a DEERS office and asking them to print off an 1172 for you to see if the fields that print out match the values in the program.