Cybersecurity Incident

Latest update - Jan. 22, 2024

Our investigation has revealed that an unauthorized actor extracted copies of documents that include certain individuals’ personal information. At this time, we have no indication that this information has been misused.    

On January 22, 2024, Ardent Health Services and its affiliated entities began mailing letters to individuals whose information may have been involved in the incident. Our data review process is ongoing and will take time to complete. As we identify additional impacted individuals, we will mail letters to them in accordance with all applicable laws. 

For more information about the data privacy notification process, please visit https://ardenthealth.com/data-privacy-incident/.


Updates Archive

Latest update - Jan. 11, 2024

We continue to make progress in restoring and recovering the systems impacted by November’s cybersecurity incident. We are pleased to share that as of January 9, we have fully restored all features of the MyChart patient portal, including patient billing and video visits. Patients can once again access their financial statements via MyChart and resume telehealth appointments and On Demand Video Visits. The recovery of these features follows the December 21 restoration of most MyChart features, including the ability to schedule or reschedule appointments, message providers, view medications and request prescription refills, view test results and more.

Our investigation into the scope of the incident and potential impact to data is ongoing. We will continue to share updates as appropriate.  

Latest update - Dec. 21, 2023

Our teams continue to make progress every day in restoring systems impacted by the recent cybersecurity incident and thank you for your ongoing patience. We are pleased to share that as of December 21, we have restored access to our patient portal, MyChart. Patients can once again access MyChart to schedule or reschedule appointments, message providers, view medications and request prescription refills, view test results and visit summaries, access e-check in, and pay bills.

Upon regaining access, patients will be prompted to reset their passwords. At this time, a small subset of MyChart features remain temporarily unavailable due to the recent downtime, including video visits and access to financial statements. We are working to restore these features as quickly as possible.

Restoring MyChart access builds on the progress made on December 6 when we successfully restored access to Epic, our electronic medical record platform, and other core clinical and business systems. Additional systems are coming back online daily and we continue to work diligently to restore other systems impacted by the incident.

As always, safely caring for patients remains our highest priority and we continue to provide care through all locations, including our hospitals, clinics and emergency rooms. All non-urgent procedures have resumed and our teams are working directly with any impacted patients to reschedule appointments and ensure they receive the care they need.

We will continue to provide updates on our progress, as well as our investigation into the full impact of this event and any data that may have been compromised. Patients who have questions about their care or other clinical matters should contact their provider directly by phone or via MyChart.

Latest update - Dec. 19, 2023

We continue to make progress following the recent restoration of our electronic medical record platform and other clinical systems, with new systems coming back online on a regular basis. Access to Ardent’s websites may, at times, be slower than normal due to increased traffic.

Additionally, all locations have resumed all non-emergent surgeries that were temporarily paused while we brought systems back online. Contacting providers directly by phone remains the best way for patients to ask questions about upcoming appointments, test results, prescriptions, or other clinical matters at this time.

Our investigation into this incident is thorough, ongoing, and will take time to complete. If it is determined that any individuals’ protected health or personally identifiable information is involved, we will notify them in accordance with applicable law.

We sincerely regret the frustration this incident has caused many patients. Our teams continue working around the clock to restore access to all systems, including the MyChart patient portal, as quickly as possible. We look forward to sharing more progress soon.

Latest update - Dec. 6, 2023

Thank you for your patience as we work to remediate the recent cybersecurity incident. Safely caring for patients remains our highest priority as we work to restore impacted systems.

We continue to make progress and, today, Ardent successfully restored access to Epic, our electronic medical record platform, and other core clinical and business systems. We are working around the clock to bring the remaining systems back online as quickly and safely as possible, and will continue to provide updates on our progress.

We continue to care for patients in our hospitals, emergency rooms and clinics. At this time, our emergency rooms are accepting patients by ambulance and our clinics have resumed operations. Some non-emergent procedures remain paused while we work to bring additional systems back online. 

Our teams continue to work directly with patients to ensure they receive the care they need. Patients who have questions about an upcoming appointment, test results, prescription or other clinical matters should continue to contact their provider by phone directly.

Latest update – Nov. 30, 2023

Safely caring for patients remains our highest priority as we work to restore our systems that were impacted by the recent cybersecurity incident. We are working around the clock to bring systems back online as quickly and safely as possible, but our restoration and investigative work will take some time to complete. At this time, we do not have a timeline for full restoration.

We continue to care for patients in our 30 hospitals, as well as in our emergency rooms and clinics. At this time, all of our 25 emergency rooms are accepting patients by ambulance. In some cases, we continue to ask local EMS services to transport patients in need of certain emergency care, such as stroke or trauma care, to other area ERs. All hospitals continue to provide a medical screening exam and stabilizing care to any patients arriving at our ERs.

The vast majority of our clinics have resumed operations at this time. Out of an abundance of caution, some non-emergent procedures have been temporarily paused while we work to bring systems back online. Our teams are working directly with any patient whose appointment or procedure will need to be rescheduled. We understand the frustration this has caused and sincerely regret any inconvenience to our patients.

Patients who have questions about an upcoming appointment, test results, prescription or other clinical matters should contact their provider by phone directly. In some cases, patients may contact their pharmacy directly for prescription refills.

Ardent Health Services Reports Information Technology Security Incident

Nashville, Tenn. (Nov. 27, 2023) – Ardent Health Services and its affiliated entities (“Ardent”) became aware of an information technology cybersecurity incident on the morning of November 23, 2023, which has since been determined to be a ransomware attack. The Ardent technology team immediately began working to understand the event, safeguard data, and regain functionality. As a result, Ardent proactively took its network offline, suspending all user access to its information technology applications, including corporate servers, Epic software, internet and clinical programs.

Ardent has reported this event to law enforcement and retained third-party forensic and threat intelligence advisors. In addition to electronic protection procedures already in place, Ardent has also implemented additional information technology security protocols and is working with specialist cybersecurity partners to restore its information technology operations and capabilities as quickly as possible. At this time, we cannot confirm the extent of any patient health or financial data that has been compromised.

In the interim, while this incident results in temporary disruption to certain aspects of Ardent’s clinical and financial operations, patient care continues to be delivered safely and effectively in its hospitals, emergency rooms, and clinics. In an abundance of caution, our facilities are rescheduling some non-emergent, elective procedures and diverting some emergency room patients to other area hospitals until systems are back online.

The investigation and restoration of access to electronic medical records and other clinical systems is ongoing. Ardent is still determining the full impact of this event and it is too soon to know how long this will take or what data may be involved in this incident.


Frequently asked questions

Latest update: Jan. 22, 2024

Overview

What happened? 

On November 23, 2023, Ardent and its affiliated entities became aware of a ransomware incident.

Upon learning of the situation, Ardent immediately notified law enforcement, initiated its incident response plan, launched an investigation into the incident with the assistance of an outside cybersecurity firm, and began employing containment measures. Shortly thereafter, Ardent successfully terminated the unauthorized access.

 Ardent’s ongoing investigation has determined that an unknown third-party extracted copies of documents that include certain personal information. Ardent has begun notifying individuals whose information it has confirmed may have been affected.

What actions is Ardent taking to address this situation? 

Ardent reported this event to law enforcement and retained third-party forensic and threat intelligence advisors. In addition to cybersecurity protections already in place, Ardent implemented additional information technology security protocols and is working with specialist cybersecurity partners to restore the company’s IT capabilities as quickly as possible. 

Do we know what data may have been exposed? 

While the data review process is ongoing, the unauthorized actor may have accessed, viewed, or removed documents with the following types of information: patient contact information (e.g., address, phone number, email address), Social Security numbers, medical treatment information (e.g., providers, dates of service, diagnoses, prescriptions), health insurance and claims information, and Medicaid / Medicare numbers. Ardent has begun notifying individuals whose information it has confirmed may have been affected. If you receive a notification letter, the letter will specify the information of yours that may have been involved in the incident. At this point, Ardent has found no evidence that personal information or protected health information has been misused.

Was my information compromised? When will I receive a letter?

The data review process is ongoing and will take time to complete. If your information was involved in this incident, Ardent will send a letter in the mail to the last address on file with more information and resources available to you.

I have questions about the data notification process and if my information was impacted. Where can I learn more about this?

For more information about the data privacy notification process, please visit https://ardenthealth.com/data-privacy-incident/.

When will this issue be resolved? 

Ardent’s IT teams are working diligently to restore access to all systems. Recently, Ardent successfully restored functionality to certain clinical and business systems, as well as its MyChart patient portal. Updates will be shared on this page as the process continues. 

Have all clinical services have resumed? 

Yes. Our emergency rooms are accepting patients by ambulance, and our clinics have resumed operations. All non-emergent surgeries have also resumed. If you have questions, please contact your provider’s office. 

Why is the investigation and restoration process taking so long? 

Upon discovering the incident, Ardent immediately took steps to contain the incident and initiated an investigation, which included assistance from a forensics firm. It also reported the incident to law enforcement. Additionally, Ardent is taking great care to ensure the investigation and data review process is undertaken thoroughly and thoughtfully; however it will take time to complete. Ardent is taking this very seriously and is notifying potentially affected individuals whose information may have been involved as quickly as possible. We appreciate your patience as we continue working through this.

Patient care impact  

Have surgeries resumed? 

Yes. Some non-emergent procedures were temporarily paused while we worked to bring systems back online. Our teams are working directly with any impacted patient to reschedule appointments and ensure they receive the care they need. 

Is there a timeline for fully restoring all systems? 

While access to core clinical and business systems has been restored, our teams continue working around the clock to bring other systems and applications back online. We are making significant progress with new systems being restored daily. However, this process will take time to complete. We will share updates as this process continues. 

 

Ardent Health Services

Ardent Health Services is a leading provider of healthcare in communities across the country. With a focus on consumer-friendly processes and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access.

Contact Us

340 Seven Springs Way
Suite 100
Brentwood, TN 37027
(615) 296-3000