UPDATE as of September 13:
The following was released by both HSHS and Prevea officials:
"On Sept. 12, 2023, HSHS and Prevea successfully restored partial functionality to the EPIC platform, our electronic health records platform, which includes full functionality to MyPrevea/MyChart applications. We will respond to patient messages as quickly as possible, and we encourage patients to reach out to their provider’s office to speak with a member of their healthcare team, should they require urgent assistance.
We remain focused on restoring the rest of our systems in a methodical manner, which will take time to complete. We appreciate your continued patience and look forward to continuing to care for our valued patients.
We would like to thank our patients for all of their support during this time."
UPDATE as of September 7:
The following additional phone numbers in Green Bay are now active and available for patients to call:
ENT/Audiology (920) 405-1414
Infectious Disease (920) 272-1260
Plastic Surgery (920) 431-1880
Dermatology (920) 272-3326
Neurology (920) 272-1610
Pediatric Neurology (920) 272-1270
Behavioral Care (920) 272-1200
Maternal Fetal Medicine (920) 433-8558
Digestive Health (920) 429-1700
Urology (920) 436-1359
Vascular Surgery (920) 272-3656
General Surgery/Colon Rectal (920) 436-1358
Cardiology (920) 272-1050 and (920) 431-1850
Breast Surgery (920) 272-3350
Sleep and Respiratory (920) 272-1240
CT Surgery (920) 884-5460
Western Wisconsin Prevea phone lines are working, although are not optimal for high call volumes.
Sheboygan area Prevea calls are being transferred from the main line.
In addition, a full list of all functioning phone lines is available at: https://www.prevea.com
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Wednesday (Sept. 6) afternoon update from HSHS and Prevea Health:
In addition to our main number 920-496-4700, family medicine and internal medicine 920-431-1810 and ambulatory surgery center 920-272-3648, the following phone lines are now available for patients to call for:
For the Green Bay service area:
- Therapy 920-272-3380
- Ortho/Podiatry 920-272-3300
- Pain and Spine/Rheumatology/Neurosurgery 920-272-3333
- Pediatrics 920-496-4780
- OB/GYN 920-405-1430
- Endocrinology 920-272-1010
———————————————————————————————————————Monday (Sept. 4) evening update from HSHS and Prevea Health:
Patient Services Update
As we continue to work diligently to address the recent cybersecurity incident, Hospital Sisters Health System (HSHS) and Prevea Health remain focused on providing safe care for our patients.
As of September 4, 2023, access to patient services include the following:
- Hospitals and emergency departments remain open and are receiving and treating patients
- Patients can schedule elective and non-elective procedures
- Nearly all our hospital and clinic phone lines are back in service
- Patient billing services are currently suspended
Phone System Availability
HSHS and Prevea are pleased to report that phone systems within Wisconsin hospitals and Prevea health centers are available. Please note that callers may continue to experience some delays or connectivity issues this week.
Prevea Health:
- Main phone line 920-496-4700
- Family medicine or internal medicine department for adult patient care, call 920-431-1810
- Prevea Surgery Center 920-272-3648
HSHS Wisconsin hospitals:
- HSHS St. Vincent Hospital, Green Bay 920-433-0111
- HSHS St. Mary’s Hospital Medical Center, Green Bay 920-498-4200
- HSHS St. Nicholas Hospital, Sheboygan 920-459-8300
- HSHS St. Clare Memorial Hospital, Oconto Falls 920-846-3444
- HSHS Sacred Heart Hospital, Eau Claire 715-717-4121
- HSHS St. Joseph’s Hospital, Chippewa Falls 715-723-1811
Restoration Progress
HSHS and Prevea leaders, clinicians and staff continue to work around the clock to restore the clinical, administrative and communications systems that were impacted by the recent cybersecurity incident.
We are prioritizing patient safety as we establish a process for restoration. With the support of third-party experts, we are bringing our systems back online as quickly and as safely as possible. A health system of our size operates hundreds of system applications across thousands of servers, and as such, our restoration and investigative work will take some time to complete. That is why we are approaching the process with such clarity of purpose: patient safety must come first.
In the meantime, we continue to use alternative processes for our employees to aid them in providing safe care to our patients.
We appreciate your continued patience. We will continue to provide updates as we are able. Our goal is to help patients and communities manage their health during our system restoration process.
Frequently Asked Questions
Q. Are your hospitals and clinics open? Are you continuing to see patients?
Yes. Please know all HSHS hospitals, Prevea health centers and Prevea Surgery Center remain open, and we continue to safely care for all patients.
Q. When will all systems be restored?
We are working diligently to bring all of our systems back online as quickly and as safely as possible, and we are prioritizing patient safety as we establish a process for restoration. We are making steady progress in our restoration process.
While we undergo this restoration process, please know that we have implemented alternative processes to ensure that we can continue receiving and treating patients. We will continue to provide updates on the restoration process, as appropriate.
Q. Is my information compromised?
The investigative process into the scope of the incident is ongoing and will take time to complete. If we determine any patients’ sensitive, personal information is involved, we will notify them in accordance with applicable law.
Q. Will I be charged a penalty for late payments on my bills?
HSHS and Prevea do not charge late payment fees.
Q. I received a suspicious communication that appears to be a fraudulent bill. What should I do?
At this time, HSHS and Prevea are not collecting payments from any patients for outstanding bills. We will notify you when billing processes are back up and running. That being said, we are aware of certain HSHS partners in Wisconsin and Illinois that are sending out bills to patients. You should review all bills carefully to ensure they are for services that were rendered. Should you have any questions, please reach out to your provider.
Additionally, we have received some reports that people are receiving emails, texts and phone calls claiming to be HSHS representatives seeking payment for services. Should you receive such a message that looks suspicious, please do not respond. We ask that you save them so that we can track and investigate the source. Please forward the information to questions@hshs.org.
Prevea will accept cash and checks on site at the check-in desk if a patient requests to make a payment; or, if payment is required for service.
Q. How do I schedule an appointment?
To schedule with a Prevea provider, call the main phone line at 920-496-4700. For a hospital-related appointment, please contact your provider or refer to the hospital contact information and reach out to the HSHS hospital where you receive care.
Q. My appointment was canceled, when will I hear from someone to reschedule?
We apologize for the inconvenience. We will be contacting patients to reschedule as soon as we can.
Q. Can I get my prescription from your hospital pharmacies?
The HSHS Pharmacies and HSHS Prescription Services in Northeast Wisconsin are able to fill refills as well as new prescriptions. They are able to accept cash or check at this time.
Prescriptions can be received via phone, fax or hardcopy as law allows. If you have any questions, call (920) 846-8059 to reach the HSHS Pharmacy – Oconto Falls or (920) 848-6323 to reach the HSHS Pharmacy – Gillett.
Q. How/when will I get my test/lab results?
Once MyPrevea and MyChart are available, patients will be able to access their results.
Q. I don’t recall when or where my appointment is – how do I figure that out?
Once MyPrevea and MyChart are available, patients will be able to access their future appointments. In the meantime, patients whose appointments are with a provider in the next week can call the practice to verify their appointment date/time.
Q. I need to get ahold of my home health or hospice nurse – how do I do that?
Your nurses will call the night before or the morning of to schedule your visit time. Clinicians use your home calendars to let you know what days your visits are scheduled. If you need to get a hold of your home health or hospice nurse, you may call 1-800-551-6566. This number is available 24/7.
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Friday (Sept. 1) morning update from HSHS and Prevea Health:
To get connected to the family medicine or internal medicine department for adult patient care, call 920-431-1810. The Prevea Surgery Center can be reached at 920-272-3648.
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Thursday (Aug. 31) afternoon update from HSHS and Prevea Health:
If a patient requests or is required to make a payment for services they’ve received, they can do so at any Prevea health center PSR desk. We are accepting cash and check only at this time. We are NOT currently emailing or calling patients to ask for payments or notify patients that a new statement is available.
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Wednesday (Aug. 30) afternoon update from HSHS and Prevea Health:
"Dear colleagues, patients, and community members,
On Sunday, August 27, Hospital Sisters Health System and Prevea Health became aware of a system outage that has temporarily taken offline virtually all operating systems. We are following existing protocols for system outages and nearly all HSHS hospital and Prevea clinic locations remain open and are caring for patients.
We recognize how challenging this situation has been for everyone and know how hard our colleagues and providers are working to continue caring for our patients. Be assured, we train and prepare our colleagues for these types of outages. We greatly appreciate your patience as we work to fully restore our systems as quickly as possible. Patient safety and quality remain our top priorities.
What We Are Doing
As soon as we became aware of the outage, we mobilized our incident command protocols and downtime procedures and engaged outside experts to support our response and determine what happened. We are continuing to follow existing protocols for system outages, including taking steps to minimize disruptions and ensure high quality, safe patient care.
Information & Updates
Our investigation into this incident is ongoing. We will provide updates on this webpage as appropriate.
Please see the FAQ section below for additional information.
Q. What happened?
HSHS and Prevea Health are experiencing a temporary systemwide outage. As soon as we became aware of the outage, we mobilized our incident command protocols and downtime procedures and engaged outside experts to support our response and determine what happened. We are continuing to follow existing protocols for system outages, including taking steps to minimize disruptions.
Q. Is my data impacted?
We are continuing to look into this issue and will provide updates as we are able. Our top priority is continuing to provide consistent, quality care to our patients and restoring our systems and applications for our colleagues as quickly as possible.
Q. When will systems be restored / go back to normal?
Our IT team is working to restore our systems as quickly as possible. It is unclear at this time when systems will be fully restored."
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Tuesday (Aug. 29) afternoon update from HSHS and Prevea Health spokesperson: "As HSHS and Prevea Health continue to navigate a temporary system outage, we are committed to keeping our patients and communities informed as much as possible. For the latest information on the status of HSHS hospitals in Wisconsin and Prevea Health, please visit: www.prevea.com/home/updates. The latest update includes information about the hospitals' main phone lines now working."
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The latest update includes information about the hospitals' main phone lines now working.
Prevea and HSHS are working through a temporary system outage that is impacting patients, according to a spokesperson.
The healthcare provider says access to its phone system is sporadic, and its MyChart and MyPrevea systems are currently unavailable.
The organization says services may take longer to schedule or receive.
"HSHS and Prevea have well-established downtime policies and procedures when we experience technology outages and we are following those protocols and continuing to care for our patients with the same level of quality, safe and effective care," the spokesperson said.
The healthcare provider says the Prevea Health main phone line is working. However, customers calling may experience delays or issues with connectivity. Prevea's main line is 920-496-4700.
Prevea and HSHS will continue to provide update when they're available.
