The Emergency Departments are experiencing high volumes of patients who need care. Please be prepared to wait. The most serious cases are treated first.
Not all health concerns need emergency care. You can also book a virtual visit or go to an urgent care clinic for these concerns. For life-threatening symptoms, call 911 or go to the nearest hospital.
Thank you for your patience.
At Waterloo Regional Health Network (WRHN), My Connected Care helps you manage your health online. Stay informed, feel supported, and get important updates from your care team, all in one place.
When you are a patient at WRHN, you can use My Connected Care to see your health records online. This includes your test results, clinical notes from your healthcare team, and other health information. It is a free, secure tool you can use on any computer or device web browser.
My Connected Care lets you view most health information shortly after it becomes available in our system, including:
Learn more about My Connected Care in the video below:
Log in to the My Connected Care patient portal.
To sign up for My Connected Care, visit the self-enrollment page. You will need to include your first and last name, your date of birth, and one of the following:
You can find your MRN on documents from WRHN. These include appointment notices, armbands, or discharge summaries.
If you do not know your MRN or do not have an email address in your medical record, you can fill out the self-enrollment assistance form. We will confirm your information, and a team member will send you a secure link by email so you can finish signing up.
The video below shows you how to sign up, step by step:
An authorized representative is someone who has permission to view another person’s health information in My Connected Care. Authorized representatives can be:
Parents or legal guardians of a child age 11 and under can get access to health information in My Connected Care. This is called authorized representative access. If a patient is under the age of 16, only their parents or legal guardians can get this kind of access. A patient must be at least 12 years old to have their own My Connected Care account.
Parents’ and legal guardians’ access will automatically end when a child turns 12 years old. This is required by privacy laws.
Patients who are 12 to 15 years old can have their own My Connected Care account. Their parents and legal guardians will only be able to see their health information if the patient chooses to give them access. You can do this by completing and submitting the authorized representative form. For patients under the age of 16, only their parents or legal guardians can get this kind of access.
Parents’ and legal guardians’ access will automatically end when a child turns 16 years old. This is required by privacy laws.
If you are 16 years old or older, only you have access to your health information in My Connected Care. Other people can only access the information in your account if you give them permission. These people are called authorized representatives.
Authorized representatives can see all the information in your account. They cannot change it, but they can view, copy, print, or share it. You cannot limit what information they see.
If you give someone access to your health information, make sure you trust them not to share or misuse it. You can also call customer support to remove authorized representatives from your account.
If a patient cannot make their own health decisions, their caregiver can request access to their account. You will need to submit an authorized representative form, along with supporting documents.
To become an authorized representative or ask for access, fill out the form below.
Email it to us with any required supporting documents.
If you are 12 years old or older, you can choose to remove other people’s access to your account at any time. To do this call the 24/7 My Connected Care customer support line at 1-855-455-2717. This is a toll-free number to the Cerner Customer Care Support Centre, located in Kansas City, Mo.
When you remove an authorized representative from your account, they will no longer be able to view any of your health information.
For technical help, call the 24/7 customer support line at 1-855-455-2717. This is a toll-free number to the Cerner Customer Care Support Centre, located in Kansas City, Mo.
Complete the self-enrollment assistance form if you want to sign up for My Connected Care but you:
If you need more support or need help with other issues, use the general enrollment support form.
If you would like a document or test result that is not available in My Connected Care, the Release of Information Office can help. Contact them at the hospital where your appointment took place.
We do our best to keep your health record accurate. If you think something is wrong or missing from your health record, call the Privacy Office at 519-749-4275 or email [email protected].
If you have questions about your care, contact your healthcare team. You can also visit the Health811 website for general health information, such as:
A how-to guide for setting up your account for our online health records portal.
How-To
Oct 2, 2025
A how-to guide for accepting an invitation for our online health records portal.
How-To
Oct 2, 2025
A how-to guide on accessing another patient's chart on our online patient health records portal.
How-To
Oct 2, 2025
A how-to guide on viewing your appointment schedule on our online health records portal.
How-To
Oct 2, 2025
A how-to guide on viewing your results and health profile on our online health records portal
How-To
Oct 2, 2025
A how-to guide for viewing your messages inbox on our health records portal.
How-To
Oct 2, 2025
My Connected Care lets you view most health information shortly after it becomes available in our system. This includes:
There is a delay between when results are posted in WRHN’s system and when they are available in My Connected Care. It does not change based on the results of your test. This delay gives your healthcare team time to explain and discuss your results with you if needed.
Doctors called radiologists look at your images and write a report about what they see. My Connected Care shows you the report, but not the images.
The images are very large files, and you need special software to open them. If you would like to see them, you can use another service called PocketHealth.
There are two reasons a test may not show up in My Connected Care:
To get test results that are not available in My Connected Care, please contact the Release of Information Office.
In My Connected Care, you can see:
To get health records from before these dates, contact the Release of Information Office.
No. You can only use My Connected Care to view information at this time.
To change personal information in your health record, speak with a registration team member during your next visit. Personal information you may want to change includes your phone number or address.
No. Currently, you can only read messages from your team. You will not be able to email your provider or reply to messages. For questions about your health, please speak to your healthcare team.
No. Your My Connected Care account is only for your care and health record. You also cannot use My Connected Care to send messages to your healthcare team.
To sign up for My Connected Care, visit the Create an Account section.
Yes. If you are a patient at WRHN, you can sign up for My Connected Care any time. For help signing up, follow the steps in the Create an Account section.
You can log in to My Connected Care online, anywhere at any time. Visit the My Connected Care login page and enter your username and password.
My Connected Care is designed to work on these browsers: Mozilla Firefox, Google Chrome, and Apple Safari.
Currently, there is no app version of My Connected Care. Instead, you can use My Connected Care on the internet browser on your mobile device.
Currently, My Connected Care is only available in English.
My Connected Care only shows health information from your appointments and tests at WRHN. It does not show your health information from your family doctor or other hospitals.
To update your password, you can:
To change the email address you use to log in to My Connected Care, call customer support at 1-855-455-2717. This only changes the email address you use to log in. It does not update the email address in your health record.
To update the email in your health record at WRHN, speak with a registration team member.
Yes. To delete your account, call customer support at 1-855-455-2717.
No. To create an account, you will need to use a unique email address that is not shared with anyone else.
An authorized representative is someone who has permission to view another person’s health information in My Connected Care.
For more information, visit the Giving Others Access to Your Health Information section.
Complete the authorized representative form to:
Email the form to the Release of Information Office with any supporting documents needed.
Yes, patients 12 and older can remove others’ access to their account at any time. To do this, call customer support at 1-855-455-2717.
When you give someone access, they will be able to see all the information in your account. They will also be able to copy, print, or share it. You cannot limit what health information they see.
Parents’ and legal guardians’ access to their child’s account automatically ends when:
This is required by privacy laws. Then, the child can choose if they want their parents or legal guardians to have access to their account.
If you would like to talk to someone about your health information, contact your healthcare team. Please do not contact the lab or medical imaging departments about your results.
Medical terms and short forms can be hard to understand. This alphabetical list explains some of the common short forms used in healthcare. You can also talk to your healthcare team for help understanding your information.
The privacy and security of your health information is very important to us. My Connected Care is hosted on a system that uses security technologies similar to the ones used for online banking portals. This makes sure your health information stays safe and private.
Your passwords and information are encrypted so only you can access them. The system is also monitored and checked regularly to keep your information safe. My Connected Care also has an access log that lets you see who viewed your health information and when. For more information, please review the Privacy Policy and Terms of Use.
Here are a few steps you can take to help keep your health information secure:
If you think your My Connected Care account has been compromised or used without your permission, email the Privacy Office at [email protected]. Emails are monitored Monday to Friday from 8:30 a.m. to 4:30 p.m. The Privacy Office will respond in one to two business days.
You can also:
