Network Downtime Updates

Posted on May 15, 2018 in Uncategorized

Update: May 18, 2018

A Message from President and CEO Sarah Krevans to Sutter Health Employees and Physicians

Sarah Krevans, Sutter Health president and CEO, today shared a video message with the not-for-profit network’s employees and physicians in which she addressed the May 15 network downtime and the challenges it presented to those providing patient care. Krevans noted that a multidisciplinary team, including outside independent advisors, will investigate all aspects of the matter. She thanked staff for their efforts to provide high-quality patient care during the outage.


Updated statement: 2 a.m., May 16

All Sutter Health information systems are back up and running following an outage caused by an activation of the fire suppression system in one of our data centers. Our technical teams worked throughout the night and today to resolve this issue and fully restore system access. All Sutter Health data remains secure.

As always, our patients are our top priority. While some of our care centers had to delay or reschedule services, downtime procedures were in place, allowing our caregivers and office staff to continue providing quality patient care.

We apologize for any challenges this has caused, and we appreciate the dedicated work of our caregivers and staff in following downtime processes.

Updated statement: 10 p.m., May 15

Our technical teams continue to work on restoring our information systems as quickly as possible, and they are making progress toward restoring all functionality.

We apologize for the challenges this situation caused, and we appreciate the dedicated work of our caregivers and staff in following downtime processes and their ongoing commitment to patient safety and high-quality care.

It’s important to know the following:

  • All Sutter Health data remains secure.
  • Standardized downtime procedures have been activated and are designed to support high-quality, safe patient care.
  • Services will be open tomorrow.
  • The outage was caused when our fire suppression system was activated at one of our data centers, and we are investigating the root cause. There was no property damage in our data center.

Original statement: 10:30 a.m., May 15

Some of our information systems are currently offline. We have implemented our standard downtime procedures and are working to restore our systems.

Our top priority is patient care and safety. Services are open, although some services may need to be delayed or rescheduled. Patients are asked to arrive at their appointments as scheduled unless they have been contacted with specific instructions otherwise.

Information systems are various computer systems we use to run our business, including the patient electronic health record and some phone systems.

 Downtime procedures are processes staff use during routine system maintenance or when computer systems are not available to them.  

Posted by on May 15, 2018 in Uncategorized | Comments Off on Network Downtime Updates