How can I pay my HSHS hospital / HSHS Medical Group / Prairie Cardiovascular bill?
HSHS will begin collecting payments from patients for outstanding bills the week of September 25, and 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 HSHS does not charge late payment fees.
I went into MyChart (My HSHS / 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.
For a complete list of Frequently Asked Questions, please click here.
We are excited to share that dedicated phone lines to our Central Scheduling team are functioning. Patients who need to schedule or reschedule a hospital appointment can reference the list below for their local hospital.
| HSHS St. Elizabeth’s O’Fallon HSHS St. John’s Hospital Springfield
| 618-222-4639 |
HSHS St. Anthony’s Memorial Effingham
| 217-347-1540 |
HSHS St. Joseph’s Highland
| 618-607-5600 |
All Wisconsin Hospitals
| 920-433-8329 |
We are excited to announce progress in several areas as we restore functionality. The following are now available:
Our team remains focused on restoring the rest of our systems, which will take time and may contribute to delays. While our websites are now functional, we will continue to post updates on our temporary site, hshsupdates.org, as information becomes available.
We appreciate your patience and look forward to continuing to care for our valued patients.
The HSHS St. John’s Community Pharmacy reopened today, Thursday, Sept. 14, 2023. The pharmacy hours are Monday – Friday 8:30 a.m. to 5:30 p.m. Please call ext. 217 544-6464 x31262 with any questions.
Thank you for working with alternative pharmacies during the downtime. We appreciate your patience throughout this event and look forward to serving you again.
On Sept. 12, 2023, HSHS successfully restored partial functionality to the EPIC platform, our electronic health records platform, which includes full functionality to 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.
Q. How can I contact my physician, provider or other contact at HSHS hospitals and clinics?
Most phone lines are now working across Illinois hospitals as well as HSHS Medical Group and Prairie Cardiovascular clinics. You may experience delays as we are currently handling high call volumes. We appreciate your patience and understanding. All our locations are also open as normally scheduled. In addition, our MyChart patient portal is now functioning, so you can message your physician or provider via MyChart.
Q. How can I make an appointment?
To schedule an appointment, please contact your provider or refer to the hospital contact information and reach out to the HSHS hospital where you receive care. You may also schedule appointments through MyChart.
For a complete list of Frequently Asked Questions, please click here.
This morning, HSHS successfully restored functionality to the EPIC platform, our electronic health records platform, which includes 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 health care 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.
Q. Can I now schedule appointments through MyChart?
Yes, patients are now able to schedule appointments.
Q. I submitted a message through 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. When will all systems be restored?
We continue to bring systems back online following a careful validation process with our third-party experts and are making significant progress. HSHS colleagues have been working around the clock to restore systems, prioritizing clinical applications as part of our relentless focus on safely caring for our patients.
As of Tuesday, Sept. 12, we restored a number of critical clinical systems, such as Epic – our electronic medical record – safely and securely. We remain focused on restoring remaining affected systems, including business applications, in a methodical and thoughtful manner, which will take time to complete.
In Illinois, clinic phone service at HSHS Medical Group and Prairie Cardiovascular is being restored. You may call your provider’s office directly at this time. Please do not call HSHS hospitals if you are trying to reach a clinic location.
You may experience delays as we are currently handling high call volumes. We appreciate your patience and understanding.
HSHS phone systems in our Illinois and Wisconsin hospitals are restored, although service in some locations remains intermittent. We acknowledge callers may continue to experience some delays or connectivity issues this week and appreciate your understanding.
Illinois
HSHS St. John’s Hospital, Springfield 217-544-6464
HSHS St. Elizabeth’s Hospital, O’Fallon 618-234-2120
HSHS St. Mary’s Hospital, Decatur 217-464-2966
HSHS St. Joseph’s Hospital, Highland 618-651-2600
HSHS St. Joseph’s Hospital, Breese 618-526-4511
HSHS St. Anthony’s Memorial Hospital, Effingham 217-342-2121
HSHS St. Francis Hospital, Litchfield 217-324-2191
HSHS Holy Family, Greenville 618-664-1230
HSHS Good Shepherd Hospital, Shelbyville 217-774-3961
For HSHS Medical Group and Prairie Cardiovascular, please call your provider’s office directly.
Wisconsin
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
Prevea Health
Main phone line 920-496-4700
Family medicine or internal medicine department for adult patient care 920-431-1810
Prevea Surgery Center 920-272-3648
As we continue to work diligently to address the recent cybersecurity incident, Hospital Sisters Health System (HSHS) remains focused on providing safe care for our patients.
As of September 4, 2023, access to patient services includes the following:
HSHS leaders, clinicians and colleagues 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 colleagues 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 regarding the clinical and communications system outage that began on Sunday, Aug. 27, 2023
Illinois: https://vimeo.com/860297636/035ae58e94?share=copy
We have no additional information to provide other than what is in the video and on the website at this time.
Dear colleagues, patients, and community members,
On Sunday, August 27, Hospital Sisters Health System 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 clinic locations remain open and are caring for patients.
We recognize how challenging this situation has been for everyone and how hard our colleagues and providers are working to continue caring for our patients. 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.
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 and at our hospitals and clinics as appropriate.
Please see the FAQ section below for additional information.
For Media: Please check this webpage for updates or send additional inquiries to:
Frequently Asked Questions
Q. What happened?
HSHS is experiencing a temporary systemwide outage. 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.
Q. Is my data impacted?
We are continuing to look into this issue and will provide updates as we are able. Our top priority is continuing to provide consistent, quality care to our patients and restoring our systems and applications for our colleagues as quickly as possible.
Q. When will systems be restored / go back to normal?
Our IT team is working to restore our systems as quickly as possible. It is unclear at this time when systems will be fully restored.
HSHS hospitals, HSHS Medical Group and Prairie Cardiovascular clinics continue to work through our temporary system outage. Currently, access to our phone system is sporadic and MyChart communication is 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 with the same level of compassion that has defined our Franciscan health ministry for 148 years.
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.
