COI Report – Part V
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425 messages more quickly, better regulate the time the messages were sent, and to track in real-time the number or messages that were delivered or undeliverable.
636. The multiple channels of communications
were designed to allow SingHealth to reach out to patients (
via SMS and letters, and also for patients to reach out to SingHealth for further information (
via the Health Buddy mobile application,
SingHealth websites, telephone hotlines, and emails.
637. SingHealth also sought to anticipate the concerns and needs of the affected patients. Across all modes of SingHealth’s communications with their patients,
SingHealth apologised unreservedly for any anxiety or inconvenience caused by the attack. Patients received personalised communications where
they were addressed by name, and were informed of the extent of their data that was accessed. SingHealth also sought to reassure patients of the following through their communications a) Their care delivery was
not
affected. b) Their medical records were intact and had not been tampered with. c) Information on their diagnosis, medical conditions and investigations/test
results had not been accessed. d) Their telephone numbers and financial details (
e.g. credit card number) had not
been accessed.
638. For patients who approached SingHealth’s staff directly, SingHealth also prepared information leaflets in the four official languages, and made these available at all SingHealth outpatient clinics and polyclinics. These served to answer some FAQs for patients who enquired about the Cyber Attack or the status of their data.
