Latest outage update
To our valued patients and communities:
Our vision is to provide exceptional care centered on the whole person. As we worked to restore our systems following the August cybersecurity incident, HSHS colleagues and clinicians, along with our partners including Prevea Health, honored that vision by ensuring our patients could receive the care and services they needed as quickly and as safely as possible.
Now, we are actively reviewing the data potentially impacted by the incident – a process that takes time. We are committed to ensuring the review is thoughtful and thorough. As part of the data review process, today, October 26, in accordance with applicable laws and regulations, we began notifying individuals whose information may have been involved. We will be notifying individuals on a rolling basis as our review process progresses. Any individual whose information was involved will receive a letter from the HSHS System Privacy Officer, mailed to the individual’s address we have on file. This letter will provide important and relevant information, including the support we are providing.
We deeply value the trust our communities place in us to provide them with compassionate care and healing. Thank you for your steadfast patience as we continue this process with attention, care and diligence.
Updates archive
We appreciate your patience and understanding. Our goal is to return to normal operations as quickly, safely and securely as we can. HSHS will continue to update this page, as appropriate, when substantive progress is made.
An update from our HSHS Wisconsin hospital partners:
Thank you to our patients and communities for your ongoing patience during our restoration phases. We are excited to share that dedicated phone lines to our Central Scheduling team are functioning and patients needing to schedule or reschedule an appointment can call them at (920) 433-8329. In addition to our scheduling intake services, other patient healthcare planning services such as pre-registration and financial counselors can also be reached.
Our main website, hshs.org has been restored but you can continue to see FAQ and other information specific to our system restoration at https://www.hshsupdates.org.
The main phone line for Prevea continues to be available at (920) 496-4700.
- The HSHS Wisconsin Hospital websites
- Phone systems
- MyChart and MyPrevea
- Guest wi-fi
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 health care 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.
FAQ
In what ways can I now contact my physician, provider or other contact at Prevea Health?
The main phone line and many appointment lines are now working at Prevea Health. You may experience delays as we are currently handling high call volumes. We appreciate your patience and understanding. Our main phone line is (920) 496-4700, and all other appointment and service lines are listed at https://www.prevea.com/updates. All our locations are also open as normally scheduled. In addition, our MyPrevea patient portal is now functioning, meaning you can message your physician or provider, and make an appointment via MyPrevea.
How can I make an appointment?
The main phone line and many appointment lines are now working at Prevea Health. You may experience delays as we are currently handling high call volumes. We appreciate your patience and understanding. Our main phone line is (920) 496-4700, and all other appointment and service lines are listed at https://www.prevea.com/updates. You can also schedule an appointment using the MyPrevea patient portal or some appointments can also be scheduled online at prevea.com.
I have an appointment coming up in the near future. Is there anything I need to know?
Please arrive to your appointment at your regularly scheduled date, time and location. We are here and ready to care for you! If you have any questions or other concerns, you may reach us via phone or you can message your physician or provider directly via your MyPrevea account.
My appointment was canceled during the outage. 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. You may also now reach out directly to your physician or provider via phone or MyPrevea.
I submitted a message through MyPrevea/MyChart. When will I receive a response?
We appreciate your patience as we work to respond to your messages as quickly as possible, while giving the personal attention each of our patients deserves. Should you require urgent assistance, please telephone your provider’s office to speak with a member of your health care team.
I have a medication question or concern. What are my options?
You can reach your physician or provider via phone or MyPrevea account.
How can I pay my Prevea bill?
You may pay your bill via credit card, check or cash. Rest assured, all payments will be processed securely.
Please note: Given our recent system outage, the noted amount due on your most recent statement may not be accurate if you recently made a payment. If you have any questions about billing, please contact Patient Accounts at (920) 496-4775 or (888) 477-3832. You can also send us a message through your MyPrevea account.
I received a suspicious communication that appears to be from Prevea or HSHS. What should I do?
If you receive a questionable communication that appears to be from Prevea or HSHS, 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.
The following additional phone numbers in Green Bay are now active and available for patients to call:
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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
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
- 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
- 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 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
Please view the following video update from Damond Boatwright, President and CEO, Hospital Sisters Health System and Dr. Ashok Rai, President and CEO, Prevea Health regarding the clinical and communications system outage that began on Sunday, Aug. 27, 2023.
We have no additional information to provide other than what is in the video and on the website at this time.
The main line for each HSHS Wisconsin hospital is now working. If you have a loved one who is inpatient and does not have a personal cell phone, please contact the hospital directly at the number identified below:
Hospital Sisters Health System, HSHS Wisconsin hospitals and Prevea Health continue to work through our temporary system outage. Currently, access to our phone systems is sporadic and MyChart, MyPrevea and MyHSHS communications are temporarily unavailable.
Our hospitals have well-established downtime policies and procedures when we experience technology outages and we are following those protocols. Our colleagues and clinicians are trained to provide safe, effective and quality care to those we serve.
We acknowledge this outage is causing inconvenience for some patients and that services may take longer to schedule or receive. We are grateful to our caregivers, colleagues and physicians, who are doing everything possible to ensure we can continue to serve our community while we work diligently to resolve the outages.
We will provide updates on the situation as they become available.
The Prevea Health main phone line at (920) 496-4700 is currently working, however those calling may experience delays or connectivity issues.
Phone numbers
Prevea Health continues to work through our temporary system outage. The following phone numbers for patients are now functioning, however it is possible those calling may experience delays or connectivity issues.
- 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
- 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
- Eye Care (920) 272-1250 and (920) 405-1457
- 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.
Frequently asked questions
We continue to work to fully restore data in MyChart, though this will take some time. If you have an immediate need for a record that is not yet available via MyChart, please call your provider’s office to speak with a member of your health care team. Thank you for your continued patience.
Q. In what ways can I now contact my physician, provider or other contact at Prevea Health?
The main phone line and many appointment lines are now working at Prevea Health. You may experience delays as we are currently
handling high call volumes. We appreciate your patience and understanding. Our main phone line is (920) 496-4700, and all other appointment and service lines are listed at https://www.prevea.com/updates. All our locations are also open as normally scheduled. In addition, our MyPrevea patient portal is now functioning, meaning you can message your physician or provider, and
make an appointment via MyPrevea.
Q. How can I make an appointment?
Q. I have an appointment coming up in the near future. Is there anything I need to know?
Please arrive to your appointment at your regularly scheduled date, time and location. We are here and ready to care for you! If you have any questions or other concerns, you may reach us via phone or you can message your physician or provider directly via your MyPrevea account.
Q. My appointment was canceled during the outage. 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. You may also now reach out directly to your physician or provider via phone or MyPrevea.
Q. I submitted a message through MyPrevea/MyChart. When will I receive a response?
We appreciate your patience as we work to respond to your messages as quickly as possible, while giving the personal attention each of our patients deserves. Should you require urgent assistance, please telephone your provider’s office to speak with a member of your health care team.
Q. I have a medication question or concern. What are my options?
You can reach your physician or provider via phone or MyPrevea account.
Q. Can I get my prescription from your hospital pharmacies?
Q. How can I pay my Prevea bill?
Please note: Given our recent system outage, the noted amount due on your most recent statement may not be accurate if you recently made a payment. If you have any questions about billing, please contact Patient Accounts at (920) 496-4775 or (888) 477-3832. You can also send us a message through your MyPrevea account.
Q. Will I be charged a penalty for late payments on my bills?
HSHS and Prevea do not charge late payment fees.
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 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.
Q. I received a suspicious communication that appears to be from Prevea or HSHS. What should I do?
If you receive a questionable communication that appears to be from Prevea or HSHS, 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.
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.