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Vital services provided by a major healthcare company are still “in chaos” six weeks after problems were first indentified.
As previously reported, Medway Community Healthcare (MCH) disconnected its computer system after “suspicious activity” was discovered at the beginning of December.
Despite the completion of a high-profile investigation, bosses are still dealing with a series of IT problems - meaning records and programs can’t be accessed.
KentOnline understands thousands of laptops and phones have been “cleansed” by forensic experts but it has not been revealed what the suspicious activity was.
MCH, which runs palliative care and emergency out-of-hours medical surgery, announced there is no evidence of patient data being breached, following an “in-depth” inquiry headed by NHS England.
According to a spokesman, the healthcare company, which oversees more than 30 clinics and provides support for special needs children, vulnerable adults and a dementia care, was now “slowly getting back online”.
It was now in its “recovery phase” with 40% of its 1,300-plus workforce now working as they should.
The issue was referred to the Information Commissioner’s Office which ruled no formal action be taken into the matter.
But an insider has told KentOnline staff and patients are still impacted by the knock-on effects with limited access to clients’ online information and appointments being delayed or cancelled.
The source described the situation as “chaotic” with employees not being kept up-to-date with what was happening.
They added a “major incident” should have been declared and that the risk to patients was “immense”, with delays in people getting test results back.
The recorded message on the MCH switchboard still states the system has been disarmed to protect patient and staff data.
It apologises for delays and advises to only call if absolutely necessary.
Patients requiring a blood test are still being told only to attend if they have paper blood test request form.
Leading Medway GP Dr Julian Spinks says he finds the length of time to get the system fully operational “very puzzling”.
He said: “It must have caused a huge impact. Our system went down for four days and we struggled.”
He said not being able to look up patients’ records and medical histories was a problem.
“We have to rely on what people say to us rather than look up information on things like operations and X-rays,” he added.
“Having to print out prescriptions is an inconvenience to patients who have had telephone appointments and have to come in and collect them.
“GPs, as far as I can say, have not really been told what’s going on and when it will be fixed.”
Medway Council’s health portfolio holder, Cllr Teresa Murray, told KentOnline questions she has asked of MCH had not been answered.
She said: “They need to be more transparent and open, to give people, a timeline of what’s going on.
GPs, as far as I can say, have not really been told what’s going on and when it will be fixed
“They should be mustering support from other agencies which can help them.”
KentOnline has also heard reports of difficulties getting hold of health visitors, and community nurses using their personal phones while out on the road.
A MCH statement issued today (Thursday) said: “While access to electronic systems has been limited, staff have had full access to resources to take paper notes where required and these notes are being uploaded to electronic records as part of our recovery.
“At this time, we are unable to provide an absolute end date but will provide further updates as we progress.
“Access to some systems remains limited, so we must ensure we reconnect safely and follow all appropriate security steps.
“We have stayed in contact with partner organisations, including communications to local GPs to inform them what has been happening.”
Gillingham Business Park-based MCH deals with 10,000 patients a month and runs clinics across Medway including the Sunlight Centre, Gillingham, and in Hoo, Rainham and Lordswood.
Established in 2011, the majority of its services are contracted on behalf of the NHS which contributes towards funding.
Have you been affected by the IT problems? Email senior reporter Nicola Jordan - njordan@thekmgroup.co.uk - with your story