Table of contents exchange of letters with the minister executive summary

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Report of the COI into the Cyber Attack on SingHealth 10 Jan 2019

COI Report – Part VPage 206 of 425

COI Report – Part V
Page 205 of 425

by SingHealth in respect of the sending of SMS messages are illustrative of the issues posed by incomplete or inaccurate contact records a) First, in some cases, SingHealth simply had no record of some patients mobile numbers. b) Second, several mobile phone numbers in SingHealth’s database had multiple names associated to each number. Some of these numbers belonged to human resources staff of a company or agency, and may have been used to register several company employees. c) Third, some mobile phone numbers in SingHealth’s database did not belong to the names against which they were recorded, resulting in SMS messages being sent to incorrect recipients. This might have been because some prepaid phone numbers were recycled by telecommunications providers or patients might have inadvertently provided incorrect mobile numbers at the point of registration or mobile numbers might have been inadvertently wrongly entered by staff at the point of registration. The Committee has been informed of a number of improvements that
SingHealth has implemented or are undertaking to improve the collecting and updating of patient contact details and to ensure their integrity and accuracy. A few of the more significant measures are reproduced here a) Patients who were uncontactable following the Cyber Attack will be identified in SingHealth’s system, such that the next time they visit a SingHealth institution for appointments, it would be flagged to staff that the patient’s contact particulars need to be updated, and they will be directed to do sob) Since 5 November 2018, SMS reminders are sent to all patients on the day of their outpatient appointments, reminding them to

COI Report – Part V
Page 206 of 425

approach counter staff to update contact details if they have made any changes to their personal details c) A Patient Identity Integrity
Workgroup, comprising representatives from across the SingHealth cluster including the Chief Operating Officers of SingHealth institutions, was setup in October 2018 to look into measures to improve the obtaining and updating of contact particulars.
656. The Committee agrees that these are positive steps in the right direction in improving SingHealth’s capabilities to respond to similar incidents.

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