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Patient records system down following national outage – Updated 24 November

Following the national outage which occurred to our patient records system in August, our IT team has been working closely with the 3rd party supplier to restore systems as soon as possible.

Working with other Trusts which have also been affected and learning from their experiences, our IT team successfully built an intermediary piece of software which clinicians have been using to store patient data and to ensure that the patient experience is unaffected by this outage.

It has now been confirmed by third party auditors that there has been no compromise or loss of the data held in our Carenotes patient record system.

Having recently been given back access to the system, our IT team is now working on ensuring the security and data of the system is fit for purpose. Once this task is complete, and data entry to restore records from the outage period has taken place, we hope to give staff full access to the system before New Year. The restoration work will be carried out by Tavistock staff following an internal process which saw staff expressing their interest for overtime.

We wish to express our appreciation for the hard work carried out by teams to ensure patient care continues uninterrupted during this outage.

Update from 12 August

The supplier immediately isolated their systems to mitigate the risk of further impact and to work on resolving the issue, which has meant that since this time, a number of Trusts nationwide are unable to access the affected systems which includes our patient records system.

There is currently no evidence to suggest that patient data has been compromised in relation to the incident impacting the supplier, in the meantime the NHS has put in robust defenses to protect our own networks and the response to this incident is being coordinated nationally by NHS England.

We are working on mitigating the knock-on effect of this incident to our own services, and we have implemented our own local business continuity plans to continue to offer our services where clinically safe to do so and are liaising with NHS England on a daily basis.

NHS England are working closely with the supplier to restore services and to ensure that services are only reconnected when it is safe to do so, but this may take some time.

Original story – 4 August

Our patient records software is not accessible today. The suppliers are working to fix the problem as soon as possible.

Scheduled appointments today may be delayed with short notice.

We apologise for the inconvenience this causes you.