Cyberattack: Information & Updates
As we work to recover from a cyberattack, all of us at the UVM Health Network want to express our deep appreciation for your patience and understanding during this challenging time. We understand how frustrating and worrisome this disruption has been for you and your family, and we apologize for this experience. Doing what is best for our patients is at the center of every decision we make as we navigate the aftermath of this attack and work to restore our systems safely and securely. We have technical teams working around the clock, and our providers and staff are constantly adapting to this difficult situation so that we can address your needs to the best of our abilities.
The October 28 attack continues to cause variable impacts, depending on the service and the location. We took quick action and followed emergency procedures to protect patient information following the attack, and we continue to work with state and federal law enforcement officials who are investigating. We do not yet know when our IT systems will be fully restored, but we are making significant progress. Updates for each of our locations can be found below.
Latest Service Status by Affiliate:
Updated November 24th at 2:00 p.m.
To view affiliate specific service updates please click on the links below.
The University of Vermont Medical Center is experiencing outages across a number of systems. Impact on patients is as follows:
- Our urgent and emergency care locations are open and we encourage you to seek the care you need.
- If you need to schedule a non-urgent appointment or contact us about a non-urgent matter, we ask that you wait until this situation is resolved.
- Our phones are working at our clinics and around the organization. There may still be some glitches with the system. If you are having trouble getting through to your doctor’s office, please call 802-847-8888.
- Although video remote interpreting services may not be functional in many areas, in-person interpreters and phone interpreters continue to be available during this period.
- The automated response system (IVR) is working and patients can use that to make their payments. It is accessed by choosing #1 when calling the customer service main number, 802-847-8000.
- We now have read-only access to Epic, our electronic health records management system. This gives providers access to patients’ existing health records up to October 28 and improve the efficiency of the care we are able to deliver at this time.
- The IT team continues its work to restore back-end systems that support patient-facing applications. A time frame for full restoration remains unknown.
Ambulatory (Outpatient) Visits
- If you have an appointment, please bring your medication list (or bottles), any prior after visit summary you may have from a previous appointment or a discharge summary if recently discharged from the hospital.
- Patients scheduled for the following tests should call 802-847-2864 before coming in:
- Exercise-induced bronchospasm
- Cardiopulmonary stress test
- Methacholine challenge
- Sputum Induction
- Hypertonic Saline
- Appointments for Exercise Tolerance Test and Cardiac Implanted Device checks are being performed. Please call 802-847-4600 to confirm your appointments.
- We are currently able to perform some procedures at the Interventional Pain Clinic.
- Patients should call the clinic at 802-847-3737 with questions.
- The outpatient lab collection site at the ACC will remain open for urgent/emergency collections. Patients MUST arrive with a paper order. Hours are Monday – Friday, 7:00 am - 6:00 pm, Saturday & Sunday 7:00 am - 1:00 pm. Outpatient lab collections sites at the Fanny Allen campus, Blair Park and UHC will be closed until further notice.
- All results will be delayed.
- Urgent lab results will be communicated by phone to the ordering provider who will contact you directly.
- Positive COVID-19 test results will be communicated by phone to the ordering provider who will contact you directly. Negative results will be faxed to the ordering provider. If you need results urgently, please request that your provider call the lab customer service phone line.
- There is no access to our MyChart patient portal.
Outpatient Infusion – Non-Chemotherapy
- Patients receiving an infusion on Shepherdson 4, please call 802-847-6226 before coming in for their appointment.
Oncology (Hematology Oncology, Radiation Oncology or Surgical Oncology)
- Radiation Oncology is currently treating and scheduling patients for radiation treatment. Patients who have questions should call 802-847-3506.
- Patients coming in for cancer care should call first to confirm their appointments.
- Retail, Specialty, Mail Order and Home Infusion Pharmacies are operational and offering all services.
- For the remainder of this week, the ACC phlebotomy team is open for service during our regular hours, Monday-Friday, 7:00 am-6:00 pm; 7:00 am-1:00 pm, Saturday and Sunday. Phlebotomy will be closed on Thursday, Thanksgiving Day. The week of November 30, the Fanny Allen Medical Office Building phlebotomy service will be open on Monday and is by appointment only. To schedule an appointment, call 802-847-8864.
- We no longer have the ability to accommodate any outpatients in the department of radiology, and must divert outpatient requests to UVM Health Network affiliates. Until our systems are back online, this includes breast imaging - every type of mammogram, breast ultrasound screening and biopsies at all locations within the University of Vermont Medical Center. Our Imaging staff have limited access to patient data, but are reviewing schedules daily and contacting patients for those they know about. We apologize for this inconvenience – we’re doing everything we can to share this information with our patients.
- We are cancelling all sleep studies at this time.
Surgeries & Procedures
- We are open for emergency care, including traumas, strokes, heart attacks, and for other seriously ill adults and children.
- We are open for urgent and emergency cardiac catherization.
- Some non-urgent elective procedures have been rescheduled and affected patients have been notified.
- All patients coming in for endoscopies should bring with them a current list of medications and their pre- procedure packet to their appointment.
Central Vermont Medical Center services remain available. Patients visiting practices and clinics should expect slightly longer wait times.
- If you have an appointment at a CVMC practice, please call the practice 24 hours in advance to confirm.This request is for all appointments starting on Thursday, November 5 until further notice. To keep call volume steady and manageable, please wait until 24 hours before your appointment begins. For security purposes, we are unable to receive email at this time, so please be sure to call.
- Click here for a list of CVMC practices and phone numbers.
- There is no need to call to confirm hospital services such as surgeries, blood draw, lab and imaging, which are all unaffected by the cyberattack.
- If possible, please bring a written copy of your lab or imaging orders with you to our lab and diagnostic imaging departments. You will receive the written order at your clinic visit.
MyChart Patient Portal
- Access to the MyChart Patient Portal is not currently available. Please note that automated text reminders will not be sent in advance of appointments.
Porter Medical Center services remain available. Patients visiting practices and clinics should expect slightly longer wait times.
- Our urgent and emergency care locations are open, and we encourage you to seek the care you need. No access to past patient records.
- If you have an appointment at one of our practices, please call 24 hours in advance of your appointment. To keep call volume steady and manageable, please wait until 24 hours before your appointment begins. For security purposes, email is limited at this time, so please be sure to call.
- If you have any questions about your appointment, view our list of practice locations and phone numbers.
- Please call your providers office before going to the Lab.
MyChart Patient Portal
- Access to the MyChart Patient Portal is not currently available.
- Please note that automated text reminders will not be sent in advance of appointments.
We are maintaining all in-home patient care services and all services at McClure Miller Respite House. Electronic communication with the UVM Medical Center has been disrupted by the outage and we are coordinating closely with the UVM Health Network to address this issue. Added safeguards have been put in place to protect our systems from external threats. This will not change patients' experience or how we deliver their care, and we have not experienced any impacts to patient care services.
CVPH is open for business and able to care for patients. All patients with appointments at these physician offices should call 24 hours in advance of their appointment. This request is for all appointments with physicians until further notice.
Our practices’ access to appointment schedules and our ability to send a reminder call for your appointment is temporarily restricted, so the advanced call will help reduce wait times by ensuring we’re ready for you on arrival. If you are unable to call 24 hours prior to your appointment, you will still be seen.
To keep call volume steady and manageable, we are asking you to wait until 24 hours before your appointment and to call during our normal business hours (8am – 4:30 pm). If you receive voicemail, please leave your name, date of birth, date of appointment and return phone number. Your call is very important and will be returned promptly. For security purposes, we are unable to receive email at this time, so please be sure to call.
As always, please bring your list of medications with you to your appointment.
Our major systems are operational and all of our patient care services are available. Please note that our Hospital Patient Portal is down, so you will not be able to access this platform until further notice. Our Physician Practice Patient Portal remains accessible.
Electronic communication with the UVM Medical Center has been disrupted by the outage and we are coordinating closely with the UVM Health Network to address this issue. Added safeguards have been put in place to protect our systems from external threats. This will not change patients' experience or how we deliver care. We have not experienced any impacts to patient care services.
Our major systems are operational and all of our patient care services are available. Electronic communication with the UVM Medical Center has been disrupted by the outage and we are coordinating closely with the UVM Health Network to address this issue. Added safeguards have been put in place to protect our systems from external threats. This will not change patients' experience or how we deliver care. We have not experienced any impacts to patient care services.