MMH Cyber Breach Practice Resources

Manage My Health Cyber Breach General Practice Resources

WellSouth MMH Practice latest Drop-in Hui Recordings:

Latest powerpoint, MMH Cyber Incident 9 Jan update ppt

Latest drop-in, https://youtu.be/2gtTJYEQb8s

These are hosted by WellSouth COO Damon Campbell, who joins the daily HNZ, MMH, PHO hui for the situation.

FAQs for general practices updated 15 Jan, FAQ For practicesUpdated13.1.26 MT Final Produced by Manage My Health and Health New Zealand based on feedback from practices and PHOs.

Example of Practice Notification letter: MMH Practice Notification Text

Where to find information on MMH

Practices with affected patients will receive an email from MMH. The Patient data is then available on the MMH platform - Secure Provider Portal – Reports – Report 20 (20 includes any patients from Northland who may have enrolled with you). Please note the list of affected patients may increase. We do not know when the list is final. If you don't have MMH, the patient NHIs will be emailed to you.

Resources to support patients and their wellbeing

Wellbeing support, Access & Choice or BIS

Please use your Access & Choice team, who have been prepped on the situation. If you do not have Access & Choice, please refer patients to our Brief Intervention Service. Clearly mark the information as related to the MMH security breach so that these patients are prioritised.

Wellbeing support resources

Access & Choice handout/script for practices WITH Access & Choice, Wellbeing MMH Handout/script for Practices WITH A&C

Access & Choice handout/script for practices WITHOUT Access & Choice, Wellbeing MMH Handout/script for Practices WITHOUT A&C

Other Tips

Closing an account: https://wellsouth.nz/provider-access/admin-resources/marketing-and-support-resources/tips/karens-key-tips-and-practice-tricks (WellSouth is not providing advice or recommendations about whether practices or patients should close, suspend, or continue to use Manage My Health accounts).

Script for when patients call to ask if they are impacted

WS Recommendations for how to handle MMH patient calls including script

Reimbursement for practices

Updated 9 Jan.

Health New Zealand would like to support practices and patients impacted by the Manage My Health cyber breach by allowing for funded consultations with patients where appropriate.

Summary

GPs are not expected to manage all enquiries from impacted individuals. People should be directed to the 0800 number, access and choice services, and other supports.
However, we recognise that GP discussion is appropriate in some instances, and this should be free of charge to the patient.
Practices may claim for certain consultations that meet the attached criteria through usual payment channels.

Services
Funding is available to support services in primary care to support patients who:
1. request clarification of clinical records that have been accessed as part of the breach. This will primarily be related to Te Whatu Ora | Health NZ documents such as discharge letters and clinic records, but may also include specialist referrals
2. require proactive GP led notification because of identified vulnerabilities

More information here MMH Cyber Breach funding for primary care services.

Update from HNZ, 12 Jan

Where primary care services are noting increased demand (eg Access and Choice) as a result of the breach, providers are asked to notify the response/recovery team (practicesupport@managemyhealth.co.nz). Practices needing to allocate additional admin resource to the response are asked to record details, while discussions take place with MMH.

Communications resources

Patient-facing webpage: https://wellsouth.nz/your-health/mmh-cyber-breach-help You are welcome to link to this page, or use information from it for your own comms.

Social media or comms script: (adapt as needed), MMH Practice Comms Script 9 Jan Please consider proactively communicating to address patient concerns and avoid them being misinformed through other channels.

Facebook tiles re wellbeing support

Facebook Tile Wellbeing MMH for practices With A&C

Facebook Tile Wellbeing MMH for practices Without A&C

Instructions for patients wanting to close their account: MMH Account Deletion instructions

You are welcome to share any of our posts that may be relevant to your community.

MMH comms to patients/0800

The 0800 number

The 0800 number will be provided to affected patients. It is run by Whakarongarau. Patients will get an email like this to contact the number. They are asking us not to share the number, to avoid overwhelm and keep it clear for impacted patients. This is what the pathway looks like, MMH 0800 supports pathway.

MMH Impacted Account Email Template 08012026
MMH WA CallScript 7.1.25 v3 9pm - call centre script
FAQs for patients - from MMH and this is covering closing accounts and accessing data, Affected Patient FAQs 5pm 7th Jan from MMH

Legal advice

Updated 12 Jan, Office of Privacy Commission statement, Advisory notice from the Privacy Commissioner to all primary care providers affected by the Manage My Health data breach.

Office of the Privacy Commissioner | Updated statement on Manage My Health cyber incident