Early in the morning on July 19th, 2024, an IT glitch associated with Microsoft's cloud computing services led to major outages to services worldwide. Airlines, health systems, law enforcement agencies, and banking were all affected. The outage was due to a faulty software update by the cybersecurity firm CrowdStrike. Long lines formed at airports as flights were canceled, hospitals and doctor's offices had issues with appointments and surgeries, leading to cancellations, and in certain areas 911 services were down. While the issue was fixed shortly after its discovery, this bug did take down a number of essential services for several hours. For many, this healthcare service outage was a great source of concern.
This is a very, very uncomfortable illustration of the fragility of the world’s core internet infrastructure”
Ciaran Martin, Professor at Oxford University’s Blavatnik School of Government and former Head of Britain’s National Cyber Security Centre
The world is increasingly connected. Digital infrastructure has allowed us to communicate with people the world over and share information. It has also, unfortunately, made many of our critical systems vulnerable to cyberattack or software glitches.
All of these systems are running the same software. We’ve made all of these tools so widespread that when things inevitably go wrong — and they will, as we’ve seen — they go wrong at a huge scale."
James Bore, Managing Director, Bores Group Ltd
In the case of healthcare services, a delay or disruption could mean the difference between life and death. What should you do if this happens again? PatientsLikeMe has some recommendations for steps you can take to be prepared.
What Can I Do in a Healthcare Service Outage?
In the case of a power outage or software malfunction, the first step is to stay calm. Hospitals have plans in place for events like this. Even when power or software systems are affected, they can continue to care for patients in the hospital, as well as see emergency patients. This is known as Continuity of Operations planning. Healthcare systems have seen disruptions before. Natural disasters often dramatically impact a hospital's ability to triage patients. Ransomware attacks have left medical centers without IT systems. By having a system in place they can ensure steps are taken to keep patients, especially those who are vulnerable, from being put in harm's way.
If your local hospital or doctor's office does experience an outage, they will typically try to reach out to patients to let them know what the situation is. It may be through email, call, or text. Your clinic may send a message explaining why they are down, the services affected, and what is still being offered. You can also call and check with your provider directly if you have an appointment or exam scheduled.
What if 911 is Down?
Unfortunately, 911 services have gone down in areas across the country before. In the United States, there are more than 6,000 call centers that handle around 240 million emergency calls each year. According to a survey done by NENA, more than 75% of centers experienced an outage in 2023. Some states are looking to upgrade their 911 technology, replacing the old infrastructure with new digital-based systems. With this latest outage, it is important to understand steps you can take if 911 is down and you find yourself needing emergency care.
Check Local Emergency Contact Information
When 911 goes down, local fire, police, and medical organizations typically post their direct lines on websites or social media pages to call if needed. While the outage is in effect, they will handle calls directly and dispatch care as needed. Local EMS may also send texts or calls to homes if 911 is down with alternate phone numbers.
911 Texting Services
Depending on where you live, your area may have 911 texting services in place. During call outages these systems may still be functioning.
How PLM Can Help
On PatientsLikeMe, we have members across the country and around the world who are managing conditions and treatment just like you. In the event of an outage or breakdown in healthcare services, PLM can be a great place to turn to! Our members post daily about steps they are taking to manage their health. In the event of an outage, PLM can be a fantastic resource for local news, updates, advice on treatment, and more!
Preparing yourself for a healthcare service outage is the best way to ensure your care is not negatively impacted. Remember to stay calm! Get in touch with local services if emergency care is needed and find out what you can about how services have been affected.
