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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
Our primary focus during recovery has been to make sure our patients receive the care and services they need as quickly and as safely as possible. We are pleased to share that all HSHS hospitals and Prevea health centers have resumed normal operations. 

Our investigation into the scope and impact of this incident is ongoing. If our investigation determines that individuals’ personal information is involved in the incident, we will notify them pursuant to applicable law. 

We appreciate your continued patience and understanding. We remain committed to transparency throughout this process, and HSHS and Prevea will continue to provide updates as available.

We are pleased to report that many of our clinical and business systems are back up and running. HSHS, along with third-party experts, continues to conduct required validations, testing and confirmations as part of our system restoration efforts. When contacting Prevea or HSHS, patients may experience delays due to high call volume. Patients using MyHSHS or MyPrevea to access their health records information may see incomplete information for a limited time. 

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.

We are excited to announce progress in several areas as we restore functionality. The following are now available:

  • The HSHS Wisconsin Hospital websites
  • Phone systems
  • MyChart and MyPrevea
  • Guest wi-fi
Our team remains focused on restoring the rest of our systems, which will take time and may contribute to delays. We appreciate your patience.


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.

This morning, HSHS and Prevea successfully restored functionality to the EPIC platform, our electronic health records platform, which includes MyPrevea/MyChart applications. We will provide any other updates as they become available.

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.

The following additional phone numbers in Green Bay are now active and available for patients to call:

 

 

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:

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:
HSHS Wisconsin hospitals:
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. 

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.

To get connected to our 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.
PREVEA PATIENT PAYMENTS
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. 
Dear colleagues, patients, and community members, 

On Sunday, August 27, Hospital Sisters Health System (HSHS) 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.

For Media: Please check this webpage for updates.

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:

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
 
In addition, the Prevea Health main phone line at (920) 496-4700 continues to work as well; however those calling may experience delays or connectivity issues. 

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.

HSHS hospitals and Prevea Health continue to work through our systemwide outage of clinical and administrative applications. Our phone system access is sporadic and MyChart/MyPrevea communication is currently unavailable.

If you have a scheduled appointment, we look forward to seeing you as planned. Please be assured that we have well-established downtime policies and procedures that work well when we have technology issues. We are well trained to take care of our patients’ needs until the issue is resolved.

Our downtime practices enable us to provide high quality health care.

Thank you for your patience as we work to resolve this issue.

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.

Green Bay area

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 strive to update these FAQs with new information as available. Please note that some of the archived FAQs may no longer accurately reflect the current status of our systems and services as we have progressed with our restoration efforts.
Q. How can I pay my Prevea or HSHS bill?  

We are collecting payments from patients for outstanding bills; patients will begin receiving statements in the days to follow. We have begun collecting payments onsite at the time of service as well. Should you have any questions, please reach out to your provider. Please know that Prevea and HSHS do not charge late payment fees. 

Q. I went into MyChart (MyHSHS / MyPrevea) and my medical records and information is not complete. Why is data missing?  

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?

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.  


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?

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 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.

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.

P.O. Box 19070 • Green Bay, WI 54307

Medical Emergencies: Dial 911

For Non-Urgent Medical Needs: Contact Us

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