Dealing with Software Issues in Healthcare Setting
Explore the challenges faced by healthcare providers when encountering software issues, such as incorrect information display and potential security threats. Dive into discussions on response strategies, internal investigations, and patient communication. Follow the journey through different scenarios and decision-making processes to ensure proper handling of technology-related incidents.
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Presentation Transcript
Welcome to Table Top of Issues
Inject Two (Day Three) At the morning daily huddle the RN who first reporting the issues with MedER reported that incorrect information was occasionally showing after logging in this morning. The RN reported that the wrong organization and patients were showing up. The RN did not notice this until after documenting in the wrong organization. The RN stated that they contacted MedER support but have not heard back yet. Discussion Questions: Discussion Questions: 1. What information is useful to know? 2. How is this information shared and to whom? 3. What actions would your organization take in response? 4. Do you continue to use the application?
Inject Three (Day Five) After opening a support ticket with MedER and Fieldbrook Health IT, MedER reports that no issues were discovered on their end. The RN reports that their MedER operational contact mentioned that there may have been a ransomware incident, but the contact was not certain. No information about a ransomware event has been received from the vendor. Discussion Questions: Discussion Questions: 1. Does anything change in your response or communication? 2. Is there any internal investigation that you can perform? 3. What language is included in third-party contracts?
Inject Four (Day Seven) After opening a support ticket with MedER and FieldbrookHealth IT, MedER reports that no issues were discovered on their end. The RN reports that their MedERoperational contact mentioned that there may have been a ransomware incident, but the contact was not certain. No information about a ransomware event has been received from the vendor. Discussion Questions: Discussion Questions: 1. Does anything change in your response? 2. What internal investigation would you perform?
Inject Five (Day Nine) Patients have started reporting that when logging into the patient portal they are seeing incorrect information under their account. Discussion Questions: Discussion Questions: 1. Does anything change in your response? 2. What internal investigation would you perform? 3. What communication do you give to the patients?
Inject Six (Day Eleven) MedER has notified you that due to a recent production software update their application was showing incorrect information to providers and patients. MedER has attested that this issue is resolved and offered to provide patient communication about this issue, including credit monitoring. Discussion Questions: Discussion Questions: 1. Does anything change in your response? 2. What communication do you give to the patients? 3. Do you allow MedER to perform the communication or do it internally?
Inject Seven (Day Fourteen) You receive a call from the local Sherriff s office that patients are reporting the MedER breach notice as a scam. Discussion Questions: Discussion Questions: 1. Does anything change in your response? 2. What communication do you give to the patients?
