Below you'll find a comprehensive list of frequently asked questions about myAurora. If you are unable to find the answers you need, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.
Urgent Medical Questions
Please dial 911 if you're experiencing life-threatening injuries or medical problems. If your question needs a same-day response, please call your clinic.
If you are still experiencing issues, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.
If you need to reschedule an existing appointment, you can do it right from within your myAurora account. Please keep in mind, not all appointment types are reschedulable at this time.
You can then see your rescheduled appointment under the Appointment Details tab.Return to Top
If you’re currently participating in a research study, you’ll be able to view details about the study within your myAurora account. Go to My Medical Record > Medical Tools > Research Studies. Under Research Studies, view your Active Studies to see:
You may have a pre-appointment questionnaire to complete if you’re seeing a new doctor for the first time. You can view the questionnaire in your myAurora account by going to:
Keep in mind that not all doctors and departments require pre-appointment questionnaires at this time – if you don’t see one in your account, then you most likely don’t have to complete one.Return to Top
If your doctor has ordered upcoming tests or procedures, you can view them under the Visits menu, or by clicking the Get Test Results option on the homepage and selecting “list of upcoming tests and procedures.”
You'll also be able to view the dates and times of upcoming tests and procedures using our Plan of Care feature, which lists your upcoming appointments, current medications, Care Team and more.Return to Top
If you need to reschedule a test or procedure, contact your doctor or clinic directly. If you need help finding your doctor’s phone number, you can search using our Find a Doctor tool.Return to Top
If a test result has been updated or your doctor has left a comment about a test result, the results will be in bold and listed as [UPDATED] in your Test Results tab.Return to Top
Medications will no longer be displayed in your myAurora account once 30 days have passed since the clinical end date of the prescription. If you need a refill of a certain medication but no longer see it in your myAurora account, be sure to contact your doctor directly to ask about refills.Return to Top
myAurora displays medications for up to 30 days past the prescription's expiration date. This allows you extra time to request refills if need be.Return to Top
My Plan of Care offers a bird's eye view of your Aurora experience, including your past and upcoming appointments, your medications, and your care team. You can view My Plan of Care under the My Medical Record menu. Use My Plan of Care to view and schedule appointments, validate existing medications, and message members of your care team.Return to Top
Appointments listed as To Do items still need to be scheduled. Click the orange ‘Request Appt’ button next to the appointment to schedule a convenient date and time with your doctor.Return to Top
Your Care Team includes the doctors and nurse practitioners you’ve seen in the past 18 months, as well as the providers you’re scheduled to see within the next 6 months. Care Team members are only displayed in your myAurora account if you can message them and schedule an appointment with them. If you don’t see a provider under your Care Team and need to schedule an appointment or get in touch, call their office directly.Return to Top
If you are a proxy for your minor child or another dependent, you can schedule an appointment for them in myAurora.
Use myAurora for non-urgent medical situations such as medication refills, scheduling non-urgent appointments, and for messaging your doctor to get non-urgent medical advice.
If you need same-day medical advice, please call your clinic directly.
Please dial 9-1-1 if you're experiencing life-threatening injuries or medical problems.Return to Top
At Aurora Health Care, one of our goals is to make things as simple as possible for you. One way we are doing that is with myAurora.
We created myAurora to provide both caregivers and patients complete access to their health records. With myAurora, all of our doctors, hospitals, and clinics are on one system. If you see two doctors at two different places, your information will end up in one place: on your electronic health record. So you can easily access the information you need, all in one place.
When designing myAurora, we wanted to make sure it was easy to use and that it provided helpful information. We've added features for you to easily schedule appointments online, order prescription refills, and more.Return to Top
Reading the FAQs is a good first step. Once you're ready to try out myAurora, go to https://my.aurorahealthcare.org and click sign up now to register for a myAurora account. Enter the activation code provided during your visit or request one online.Return to Top
You will need an email account to access myAurora, and receive updates, changes, and alerts. You can create a free email account with Google, Yahoo, Hotmail, and many other sites.Return to Top
For best results, we recommend that you use the latest browser version available to you.Return to Top
To access the mobile version of myAurora, download Epic's MyChart application from the App Store and choose Aurora as your provider.
At this time, myAurora is not fully optimized for tablets. As we update myAurora, we will be making the tablet experience better.Return to Top
Anyone 18 and older can sign up for myAurora.Return to Top
All information should transfer to the new myAurora. However, there are times when some information may not transfer. If you experience this, please email the myAurora Support Team or call us toll free at 855-624-9366.
To add missing medications or to update your medication list:
To add missing dependents/proxies (children under 18, spouse, parent):
Bring the completed forms along with a photo ID to your nearest Aurora Health Care location, or in the case of legal authority/minors, mail them to:
Aurora Advanced Healthcare Attn. myAurora P.O. Box 090996 Milwaukee, WI 53209Return to Top
Click on Tools > Internet Options Click the security tab Click Reset all zones to default level Click Apply and then OK.
If Reset all zones to default level is greyed out, you are already on the default security settings.
If you are having issues getting into the website and/or are bounced from page to page, you may be experiencing the redirect loop issue. We recommend that you clear your browser's cookies (text stored by your web browser) and restart your browser. To clear the cookies on your computer, follow the instructions at:
If this does not work, please:
Depending on your relationship to the patient, you will need to provide Aurora Health Care with one of three types of documentation:
The patient will need to give you permission. The patient needs to bring a signed copy of the myAurora Delegated Access Form to an Aurora Health Care receptionist and provide proof of his or her identity.
In addition to the myAurora Delegated Access Form, you will need to provide a copy of applicable documentation (such as power of attorney) to Aurora Health Care.
Parents or legal guardians may request proxy access by providing a signed copy of the myAurora Parental Access Form to an Aurora Health Care receptionist.
Bring the completed forms along with a photo ID to your nearest Aurora Health Care location, or, in the case of legal authority/minors, mail them to:
Aurora Advanced Healthcare Attn. myAurora P.O. Box 090996 Milwaukee, WI 53209
Account access should be available within 5 business days of Aurora receiving your form.Return to Top
A full view is available for dependents between the ages of 0-11 and for adults 18 and older. A limited view is available for dependents between the ages of 12-18. The limited view provides access to information regarding allergies, customer service requests, histories, and immunizations.Return to Top
Due to state and federal regulations, as well as corporate policy, Aurora limits online access for 12 to 17 year-olds' patient records. For children aged 12 to 17, myAurora information is limited to allergies, customer service requests, histories, and immunizations.Return to Top
The names of your dependents/proxies will appear as tabs along the right side of the screen. Click on the tab for the dependent/proxy and you will have access to their myAurora information.Return to Top
If none of these suggestions resolve your issue, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366 with your name, address, and date of birth.Return to Top
If you've forgotten your myAurora username, please use the forgot? username feature (in the sign in box) on the myAurora site. Simply enter your first name, last name, date of birth, and zip code and your username will be emailed to the email address we have on file for you.Return to Top
If you've forgotten your myAurora password, please use the forgot? password feature (in the sign in box) on the myAurora site. Simply enter your username, date of birth, and correctly answer your security question.
Note: Your answers must exactly match what you entered when you set up your account.
Once you have correctly answered your security question, you will be able to enter a new password.
If you cannot remember the answers to your security question, or if you have been locked out of your account due to too many failed password attempts, email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366. Please include your name, address, and date of birth.Return to Top
You cannot change your email until you log in. Once you have logged into your account, hover over the Preferences menu and select Notifications. Follow the instructions provided to change your email address.Return to Top
You cannot change your password until you log in. Once you have logged into your account, hover over the Preferences menu and select Change Password. Follow the instructions provided to change your password.Return to Top
You cannot change your security questions until you log in. Once you have logged into your account, hover over the Preferences menu and select Change Password. Scroll down past the Change Password section and then follow the instructions provided to change your security question.Return to Top
If you are, welcome to Aurora Health Care! We don't have your information yet, but we can get it at your first appointment. Feel free to schedule an appointment through myAurora.
We may be having trouble matching your myAurora records to our electronic health record system. Please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366 so we can merge your accounts. Note: This process may take up to a week.
At this time, myAurora does not display images. If you would like to request images from a scan or a test, please message your doctor's office through the Get Medical Advice feature available in myAurora.Return to Top
myAurora only shows information that was entered into Aurora's electronic medical record (EMR) system. This information must be changed by your physician. To correct the information, please contact your clinic or talk with your physician at your next visit. Once corrected, the information will be updated in myAurora.Return to Top
There are a few reasons why a test result may not be showing up in myAurora:
There are a few reasons for the missing test result:
We may not have the right permission forms on file for you to see your dependent's/proxy's records. Please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.
While guardians may access their dependent's/proxy's records through myAurora, due to state and federal regulations, as well as corporate policy, Aurora limits online access for 12 to 17 year-old patients' records. For children 12 through 17, myAurora is limited to allergies, customer service requests, histories, and immunizations.Return to Top
When you send a message to your doctor's office, your message is sent over a secure connection directly to your care team. Aurora Health Care has always maintained pride in exceeding Health Insurance Portability and Accountability Act (HIPAA) security requirements and ensures your identity and personal information are safe and secure.Return to Top
Your health care provider may add comments to your test results after they've been released to you. Should this occur, you will receive the test result message again with the provider's comments on top.Return to Top
Generally, you can expect to receive a reply within 2-3 business days. If your question requires a same-day response, please call your provider's facility directly.
Please dial 9-1-1 if you are experiencing life-threatening injuries or medical problems.Return to Top
There are a few reasons a doctor is not showing up in Get Medical Advice:
If your provider is missing from Get Medical Advice, please email Technical Support through the Message Center or email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.Return to Top
A patient can receive a reminder message for:
When the physician closes the message prior to receiving your response, you will not be able to reply to the original message. You will then need to create a new message.Return to Top
The Health Insurance Portability and Accountability Act (HIPAA) require us to build an automatic timeout into our system. We have expanded it from 10 minutes to 20 minutes. You should be receiving a two-minute warning message to let you know that the time out is coming.Return to Top
To view your incoming messages:
To view your sent messages:
Test results may be posted within a few hours or a few weeks, depending on the test. Once your test results are available for viewing, you will receive an email stating that you have a test result, which is ready for review.Return to Top
Test results are available through the My Medical Record menu. Hover over My Medical Record and select Test Results.Return to Top
Labs, imaging results, pathology/cytology results, and OB procedure results appear in myAurora. However, pictures from X-rays, CAT scans, and MRIs cannot be viewed in myAurora at this time.
The following are not released on myAurora:
At this time, there is no way to print multiple lab results at one time.Return to Top
To compare multiple lab values, go to the Test Results feature on myAurora. Find the test you'd like to compare and click View Results to open the details of the test.
Click the Past Results or Graph of Past Results tab available in the test detail.
Depending on the tab selected, a table or graph should appear within one minute.Return to Top
X-ray reports are not automatically released to myAurora until 14 days after the test is performed. This is to ensure your provider has had time to review the results and contact you personally when needed.Return to Top
For legal reasons, some laboratory results cannot be released to you electronically. In addition, your provider may choose to communicate some or all of your test results directly due to the sensitivity of the results.
The following results are not released in myAurora:
Your health care provider may add comments to your test results after they have been released to you. Should this occur after you have read the first result message, you will receive the test result message again with the provider's comments at the top.Return to Top
If you have additional questions, please contact your doctor.Return to Top
Within myAurora, you can make a first-time appointment with primary care providers. If you want to see a specialist, you may need to get a referral before scheduling an appointment.Return to Top
The following types of appointments can be booked online, depending on age and gender:
There are a few reasons why you may not be able to make an appointment with the doctor you have chosen:
It is not possible to make radiology appointments online through myAurora with the exception of simple screening mammograms. This is due to the complex nature of most radiology appointments and the special instructions that go along with each appointment. You will need to contact the clinic to make an appointment.Return to Top
At this time it is not possible to make a lab appointment online through myAurora. You will need to contact the clinic to make an appointment.Return to Top
Due to state and federal regulations, as well as Aurora's corporate policy, Aurora limits online access for 12 to 17 year old patient records. For children aged 12-17 access is limited to viewing allergies, histories, immunizations and customer service requests.Return to Top
You may contact the Billing Office from the Ask Customer Service feature in myAurora or contact Aurora Customer Service at 800-326-2250.Return to Top
E-Visits are part of our E-Care offering. An E-Visit is an online exchange of medical information between a patient and a physician, nurse practitioner, or physician’s assistant where the provider evaluates one of a number of specific conditions that leads to a diagnosis and treatment of the condition. The visit is via online secure communication. Simply fill out a questionnaire online as an alternative to going to the clinic for evaluation and treatment for certain medical conditions.Return to Top
The fee for a completed E-Visit is $35.Return to Top
We cannot bill your insurance for an E-Visit.Return to Top
We need your credit card information before the consultation to confirm the payment method is valid. A hold will be placed on your credit card, but it will not be charged until the consultation has been completed.Return to Top
Any prescriptions, or additional tests or services ordered that you receive will be billed separately. They are not considered part of the E-Visit.Return to Top
E-Visits can be used only for non-urgent symptoms for you or a child age 11 or younger for whom you are the parent or legal guardian. The specific conditions are:
At any time during the E-Visit, the provider may terminate the service and advise you to seek treatment from an in-person provider visit or, if it appears to the provider that the symptoms suggest an emergency, to seek care at the closest emergency room. If the service is disqualified by Aurora Health Care, there will be no charge for the service.Return to Top
An E-Visit can be used for yourself or on behalf of a child age 11 or younger for whom you are the parent or legal guardian. You must be a Wisconsin resident and currently reside within the State of Wisconsin. Our health care providers are only licensed in Wisconsin. Do not send requests on behalf of someone else, or about someone else’s health.Return to Top
From the E-Visit landing page, accept the Terms and Conditions, submit your credit card information, fill out the questionnaire, and submit the information. A doctor will respond to you through myAurora, and provide you with your diagnosis and treatment plan.Return to Top
E-Visit hours of service are 8am - 10pm seven days/week. If you submit an E-Visit between the hours of 10pm and 8am, your E-Visit will be addressed at 8am the next morning.Return to Top
Weekdays between 8am and 5pm, your primary care physician (PCP) will be notified of your E-Visit submission if he or she participates in the E-Visit program. If your PCP participates in the program and is available, he or she will address your E-Visit. Otherwise, your E-Visit will be addressed by an Aurora primary care or urgent care provider who might not be your own personal primary care provider.Return to Top
Between the hours of 8am and 10pm CST you can expect a response within one hour. E-Visits submitted after 10pm CST will be addressed the following morning.Return to Top
If you have one or more refills remaining on a prescription, contact your pharmacy directly to request the refill. You may not request a refill from your pharmacy through myAurora.
For new prescriptions or prescriptions without any refills available, you will need a renewal issued by your doctor. You may request a prescription renewal through myAurora.
Note: It generally takes two business days to process a Refill/Renew request.
myAurora only lists the information that was entered into our Electronic Medical Record (EMR) system. This information must be changed by your physician. Please contact your clinic or discuss this with your physician. Once your physician corrects the information, it will be corrected in myAurora.Return to Top
Use of your browser’s navigation buttons may cause myAurora to log you out automatically. Instead of using your web browsers “back” and “forward” buttons, use the navigation tabs provided within the myAurora site to page forward and backwards.Return to Top
For security reasons, myAurora automatically times out after 20 minutes of inactivity. As an added precaution, and to protect your privacy, please log out of myAurora whenever you leave your computer.Return to Top
Your myAurora session will automatically time out after 20 minutes of inactivity. A warning message will display after 18 minutes of inactivity.
If you were logged out before 20 minutes had passed, myAurora may have been unavailable due to system maintenance (generally, we try to perform system maintenance in the early morning hours, between midnight and 5 a.m.). If you are automatically logged out, please wait 5-10 minutes before logging back in.Return to Top
If you are still experiencing issues, please email the myAurora Support Team at myAuroraSupport@aurora.org or call us toll free at 855-624-9366.