IT Systems Outage

For the latest information and updates pertaining to the provincial IT Cyber Incident, please visit the

GovNL Cyber Incident webpage

Through an investigation into this cyber-attack, it was determined that the incident was a ransomware attack involving Hive ransomware, and that some personal information and personal health information belonging to clients and employees was taken from certain systems. For more information regarding the cyber-attack and preventative measures being taken, please see the Government of Newfoundland and Labrador’s report Overview: Cyberattack on the Newfoundland and Labrador Health Care System.

On Saturday, October 30, 2021, a cyber incident impacted critical IT systems supporting health-care providers across Newfoundland and Labrador. Since then, teams have been working around the clock to restore service and investigate the nature and impact of the incident.

We continue to collaborate with the Newfoundland and Labrador Centre for Health Information (NLCHI) and other experts as health-care and clinical systems are gradually restored to full functionality.

Personal information and personal health information

Through the course of the ongoing investigation and review, it has been determined that some personal information and personal health information was taken from IT systems used by Labrador-Grenfell Health by an unauthorized party.

Health and safety remains our top priority. We deeply regret that this incident occurred, and are taking steps to protect the privacy of our employees, patients, and other members of our community.

Updates

We are committed to keeping the public informed about this unanticipated disruption in services. Updates with be provided as information becomes available on this website and on the Labrador-Grenfell Health’s news centre at https://www.lghealth.ca/latest-news as well as on Twitter (@LGHealthNL).

We recognize the impacts to patients, clients and residents and we apologize. Thank you for your continued patience, as many services may experience unexpected or unavoidable delays.

Please know that thousands of people working in our health-care sector are working diligently, despite a difficult situation, to ensure the delivery of health-care services. We ask that you show kindness to our many employees and clinicians who are committed to providing the best care possible to the residents of this province during this unprecedented time.

Privacy and Access

At Labrador-Grenfell Health, we understand that your health information is personal and that it must be protected. We are committed to keeping all personal health information about you and your family confidential.

To learn more, please visit our Privacy and Access page.

Notifications of Breach

Resources

1.0 Credit Monitoring & Identity Theft Protection Services

Through the course of the ongoing investigation and review, it has been determined that some personal health information of our clients, and personal information of our current and former employees, physicians and locums was taken during the October 2021 cyber-attack that impacted health-care information technology (IT) systems across the province.

At this time, there is no indication the information taken has been misused or disclosed and no evidence that banking information was involved.

For current and former clients:

While the incident is currently under investigation, we can confirm that some personal health information of our clients was taken in the incident. This involves some personal health information of those who received services from Labrador-Grenfell Health at any time, and includes information used at registration for services such as: name, address, medical care plan (MCP), who a client is visiting, and reason for visit, physician name, phone number, date of birth, and email address for notifications, inpatient/outpatient, maiden name and marital status.

The investigation has identified that further patient health and employee information was taken by an unauthorized party. We are currently undertaking a manual review to determine the exact number of files containing personal health or personal information. A number of these files consist of various types of medical information from various time periods dating back to at least 1996, and may include medical diagnosis, procedure type, MCP number and ordering health-care provider for some health-care services provided in Laboratory Medicine, Medicine, Surgery, Cancer Care and Cardiology programs, among others, as well as human resources and administrative information.

In addition, it has been determined that social insurance numbers for some patients were involved in this breach. Letters were sent to Labrador-Grenfell Health patients whose SIN was breached with an offer of five years of credit monitoring and identify theft protection at no cost to them. Please read the following public notification of privacy breach of personal health information.

NL Health Services is working with Equifax to directly notify applicable individuals that coverage for credit monitoring and identity theft protection services has been extended from two (2) years to five (5) years. This adjustment from 2-year to 5-year coverage ensures that all those individuals impacted by the privacy breach in October 2021, who chose to register for Equifax services prior to the deadline of September 30, 2023, receive the same length of coverage regardless of the type of information they had taken during the cyber-attack.

For current and former employees, physicians, and locums:

Some of the personal information of current and former employees, physicians and locums was taken during the same cyber incident. This includes information such as: name, address, contact information, and social insurance number of employees of Labrador-Grenfell Health over approximately the last 28 years. The investigation has identified that further patient health and employee information was taken by an unauthorized party. Some of the employee information that was taken include human resources and administrative information such as disciplinary information, workforce planning, meeting minutes, letters, schedules, timesheets, policies, among others. Please read the following privacy breach of current and former employee’s personal information.

Credit monitoring and identity theft protection service

Health and safety remain our top priority. We deeply regret that this incident occurred, and we have taken immediate action to reduce the risk of further incidents and these efforts will persist. We would like to provide assurance of our continued commitment to the protection of the privacy of our current and former employees and clients.

Affected clients, as well as current and former employees, physicians, and locums, are being offered access to credit monitoring and identity theft protection services through Equifax Canada, at no cost to them. Please follow the most appropriate link below to learn more about the service that is available to you.

» For current and former clients

» For current and former employees, locums and physicians

A process is being identified for affected individuals who require extra support to access the Equifax service.

Equifax Canada has created a web portal for individuals to enroll in these credit monitoring and identity theft protection services and receive an activation code by email before the September 30, 2023 deadline. Please click the link below to access this web portal.

Please note that this service is only available to residents of Newfoundland and Labrador. If individuals are not residents of Newfoundland and Labrador and have been affected, they are advised to call the provincial toll-free information line at 1-833-718-3021. As well, individuals who are residents of Newfoundland and Labrador may also call the provincial toll-free information line at 1-833-718-3021 to obtain an activation code if they are unable to access the Equifax Canada website.

Please note that by clicking this link, you will be redirected to an Equifax website.

http://www.consumer.equifax.ca/NLRHA

As always, individuals are encouraged to remain vigilant regarding their financial information. If you notice any unusual activity in any of your accounts or your account statements, please contact your service providers as soon as possible.

How to enroll

Please note that this video does not include information on how to access an activation code through the web portal and the video is being updated to include this information.

1.1 Credit monitoring for current or former clients

Who can enroll

Clients who have received services from Labrador-Grenfell Health at any time are being offered access to credit monitoring and identity theft protection services for a period of two (2) years from the date of enrollment, at no cost to them. Current and former employees, who have also been clients, do not need to sign up with Equifax twice, and should enroll for the Equifax service as current or former employees.

A client is a person who receives health–care services.

Eligibility

This service is available to any clients over the age of eighteen (18) who have a Canadian credit file. For those living outside of Canada, coverage will depend on the availability of the service in their region. This service allows individuals to monitor their credit and identity information, as well as detect and respond to fraudulent credit activity.

Service details

Clients who enroll will have access to the Equifax Complete™ Premier service package and will receive the following benefits for a period of two (2) years from the date of enrollment:

Lost Wallet Assist: One-stop assistance in cancelling and reissuing your credit or debit cards, driver’s license, SIN card, insurance cards, passport, and traveler’s checks when your wallet is lost or stolen;
WebDetect™ (Internet/web scanning): Receive alerts when Equifax detects your personal information (e.g. SIN or credit card number) is being used on the Internet;
Daily credit monitoring with email notifications of key changes to your credit profile;
Unlimited access to your Equifax Credit Score™ and report;
Identity Restoration: A dedicated Identity Restoration Specialist will work on your behalf to restore your identity should you become a victim of identity theft;
Up to $1,000,000 of identity theft insurance (further terms, conditions, and exclusions relating to coverage will be available in your policy upon enrollment);
Ability to view how your score trends over time.

NOTE: In order to avail of the WebDetect™ (Internet/web scanning) feature, users must first complete the Equifax enrollment process and then, they must set up the web scan feature through their Equifax account. This benefit is included in the Equifax coverage but requires an extra step to set up.

Enrollment details for clients

Equifax Canada has established a website for individuals to enroll in these credit monitoring and identity theft protection services and receive an activation code by email before the September 30, 2023 deadline. Please click the link below to access this web portal.

Please note that by clicking this link, you will be redirected to an Equifax website.

http://www.consumer.equifax.ca/NLRHA

To activate a code, once a code is received either through the portal or by calling the provincial toll-free line, clients should:

Go to the Equifax enrollment website at myservices.equifax.ca/prem to complete the enrollment process. Please be sure to follow all steps outlined by Equifax on their website. Individuals are encouraged to use Chrome as their internet browser to avoid issues activating their code. Or,
Clients who are unable to access the online enrollment form may call the dedicated Equifax assistance line for clients at 1-866-547-2429 to activate their code and complete the enrollment process.

Expiry information for clients

The unique activation code for clients will expire on September 30, 2023.. Those who wish to enroll in the Equifax program must do so before this date.

Support

Equifax assistance for clients

Clients who have questions about the Equifax enrollment, product information or related inquiries, can call the dedicated Equifax assistance line for clients at 1-866-547-2429, from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

Eligible individuals who are not able to enroll on the Equifax credit monitoring services, are encouraged to seek out a support person (caregiver, family member or friend) to assist them with this process on their behalf.

Provincial call centre

Clients who have any questions about their personal health information as it relates to this cyber-attack can contact the toll-free provincial information line at 1-833-718-3021.

Further information, including a list of frequently asked questions, is available on the Government of Newfoundland and Labrador website.

Mental health resources for clients

We recognize that this is stressful for many people. Below is a list of mental health supports available to you:

Bridgethegapp.ca: Online mental health and wellness resources
CHANNAL Warm Line: 1-855-753-2560
Provincial Mental Health Crisis Line: 1-888-737-4668
Doorways in-person counselling mental health services.
Wellness Together Canada Portal: https://wellnesstogether.ca/en-CA
Full listing of mental health and addiction services at: lghealth.ca/mha

Frequently asked questions for clients

Click the icon above to view and print our FAQ sheet for CLIENTS

1.2 Credit monitoring and identity theft protection for current and former employees, physicians and locums

Who can enroll

Current and former employees, physicians and locums of Labrador-Grenfell Health over the past nine years are being offered access to credit monitoring services for a period of five (5) years from the date of enrollment, at no cost to them. This service is being offered to current and former employees, physicians and locums for five (5) years as opposed for the two (2) years being offered for patients given the difference in the type of information that was stolen.

Eligibility

This service is available to individuals over the age of eighteen (18) who have a Canadian credit file. For those living outside of Canada, coverage will depend on the availability of the service in their region. This service allows individuals to monitor their credit and identity information, as well as detect and respond to fraudulent credit activity.

Service details

Each current and former employee who enrolls will have access to the Equifax Complete™ Premier service package and will receive the following benefits for a period of five (5) years from the date of enrollment:

- Lost Wallet Assist: One-stop assistance in cancelling and reissuing your credit or debit cards, driver’s license, SIN card, insurance cards, passport, and traveler’s checks when your wallet is lost or stolen;
- WebDetect™ (Internet/web scanning): Receive alerts when Equifax detects your personal information (e.g. SIN or credit card number) is being used on the Internet;
- Daily credit monitoring with email notifications of key changes to your credit profile;
- Unlimited access to your Equifax Credit Score™ and report;
- Identity Restoration: A dedicated Identity Restoration Specialist will work on your behalf to restore your identity should you become a victim of identity theft;
- Up to $1,000,000 of identity theft insurance (further terms, conditions, and exclusions relating to coverage will be available in your policy upon enrollment);
- Ability to view how your score trends over time.

Enrollment details for current and former employees

Current employees

- - Current employees have already received their enrollment instructions and activation code via their Labrador-Grenfell Health electronic email. Employees who did not receive an email are asked to call the provincial toll-free information line at 1-833-718-3021.

Former employees

Labrador-Grenfell Health is currently in the process of contacting former employees, physicians and locums to offer this recommended service.

Former employees, physicians and locums should receive a letter to their last address on file at Labrador-Grenfell Health with enrollment instructions by November 30, 2021.

If a letter is not received by this date, individuals are asked to call the provincial toll-free line at 1-833-718-3021.

Expiry information for current and former employees

Activation codes for current and former employees, physicians and locums will expire on February 28, 2022. Current and former employees who wish to enroll in the Equifax program must do so before this date.

Support

Equifax assistance for current and former employees, physicians and locums

Equifax has established a dedicated support line for current and former employees with questions related to Equifax enrollment, product information and other related inquiries. The Equifax assistance line for current and former employees is 1-866-820-9143. It is open from Monday to Friday, from 10:30 a.m. to 10:30 p.m. NST and on Saturday and Sunday, from 10:30 a.m. to 7:30 p.m. NST.

Provincial call centre

Current and former employees who have any questions about their personal health information as it relates to this cyber-attack, can contact the toll-free provincial information line at 1-833-718-3021.

Further information, including a list of frequently asked questions, is available on the Government of Newfoundland and Labrador website.

Mental health resources

We recognize that this is stressful for many people. Below is a list of mental health supports available to you:

- Bridgethegapp.ca: Online mental health and wellness resources
- CHANNAL Warm Line: 1-855-753-2560
- Provincial Mental Health Crisis Line: 1-888-737-4668
- Doorways in-person counselling mental health services.
- Wellness Together Canada Portal: https://wellnesstogether.ca/en-CA
- Full listing of mental health and addiction services at: www.lghealth.ca/mha

Frequently asked questions for current and former employees

Click the icon above to view and print our FAQ sheet for CURRENT & FORMER EMPLOYEES