Please see below for updates regarding the recent technology outage. Thank you for your hard work, patience, and understanding during this time.

Friday, June 13, 2025

Progress continues as we near full restoration of all patient-care services. While some workarounds remain for specific teams and locations, operations and communication related to restoration efforts will shift to partnering with leaders and their teams to ensure all systems are fully functional and supporting safe care.

Most of our operations, including call centers and help lines, have returned to standard workflows. Recovery efforts are now largely focused on resolving more granular issues and restoring optimal functionality across all areas.

Note Regarding Blue Screens

If you encounter a blue screen or a message resembling a ransom note on any computer or workstation:

• Do not unplug or shut down the machine.
• Report it to iSupport immediately.

These screens are not putting our systems at risk, but we want to track and address them as they appear.

Communication resources reminder

These communication resources are available for our teams as they continue to navigate conversations with patients and the community:

• Approved Talking Points
• Public FAQ

Thursday, June 12, 2025

Today’s update is once again organized within the two goals for the week.

1. Full restoration of patient-care services

2. Bringing up systems to support all staff to effectively work

Detailed information and key updates are linked here.

Communication resources reminder

Communication resources are available for our teams as they continue to navigate conversations with patients and the community:

• Approved Talking Points

• Public FAQ

Wednesday, June 11, 2025

Today’s update is organized within the two goals for the week.

1. Full restoration of patient-care services

2. Bringing up systems to support all staff

Detailed information on these goals and key updates are linked here.

Communication reminder

• iSupport: As of 9 a.m., iSupport is live and will assist with any devices experiencing issues that are listed as “green” on the device dashboard.
  • Note: Devices marked “yellow” or “red” are not yet fully functional and are currently outside iSupport’s scope.
• iPhones: We are actively working to discontinue use and collect iPhones that were distributed to campuses when our systems were down.
  • Note: If phone instability is an issue at your campus, please continue to use the iPhones as needed.

Tuesday, June 10, 2025

Cybersecurity Incident Talking Points and FAQ

As we progress toward full restoration, we know how important it is to maintain consistency in our messaging. We’ve linked talking points that include a link to an overarching FAQ. These are intended to help guide conversations with patients and the community.

Goals for the Week

Because of our continued progress, we’ve updated our goals to achieve the following by week’s end:

1. Restoring 100% of patient care services so every service KH offers is available to the community.
   • Daily updates will center on progress made on achieving these goals. 
2. Bringing up systems to support all staff, ensuring every team member can continue working or return to their role safely and effectively.

iSupport, Phones, and Secure Communications 

Effective 9 a.m. tomorrow (June 11), iSupport will assist with any devices experiencing issues that are listed as “green” on the device dashboard. Devices marked “yellow” or “red” are not yet fully functional and are currently outside iSupport’s scope.

We’ve made important progress on restoring secure communication platforms:

• Epic secure messaging (Haiku/Canto) and MyChart messaging are now restored.
• MatchMD will remain available as a back-up communication option through September.

Monday, June 9, 2025

Our teams continued to make significant progress over the weekend.

At a high level:

• Our hospitals are approaching normal operations.
• Most KHMG practices are functioning at normal operations.
• Scheduling and the applications and teams that support that remain our focus, including addressing remaining issues related to outpatient testing. 
• Phone stability efforts also continue.
• Our goal is to return to normal operations across the system in the next day or two.

Please click on this link to see:

• A high-level recap of the activities over the last 24 hours.
• Share what applications/updates are prioritized for the next 24 hours.