Statement on Technology Outage and Recovery Progress – June 5th, 2025 @ 1:20 p.m.

On Tuesday, May 20, 2025, Kettering Health was impacted by a cybersecurity incident, which we have reason to believe was launched by the ransomware group Interlock. This prompted an immediate and comprehensive response to ensure the security of our systems and the integrity of our data.

 Our response, to date, has included the following:

• Complete Threat Removal: The tools and persistence mechanisms used by the third-party group have been eradicated, and all affected systems have been secured. 
  
• Security Enhancements: A thorough review of all systems was conducted by external partners and our internal team, and all necessary security protocols, including network segmentation, enhanced monitoring, and updated access controls, are in place.
  
• Vulnerability Assessment & Patching: A thorough review of all systems was conducted by external partners and our internal team, and all updates and patches are in place.
  
• Ongoing Protection Measures: We are confident that our cybersecurity framework and employee security training are sufficient to mitigate future risks.  

We have strong confidence that our network-connected devices are secure, and our connections to our partners are fully protected. 

Our primary focus has shifted to ensuring that patients can reliably communicate, schedule, and receive all types of care from Kettering Health.

Epic (electronic health record system) Online, Continuing Progress – June 2nd, 2025 @ 6:15 a.m.

Kettering Health successfully launched the core components of its Epic electronic health record (EHR) system as of 6 a.m. Kettering Health clinical staff began using at the start of 7 a.m. This marks a major milestone in our broader restoration efforts and a vital step toward returning to normal operations

Over 200 individuals—including Kettering Health Information Systems team and clinical team members as well as partners from Epic—worked to reach this point. This launch reestablishes Kettering Health’s ability to update and access electronic health records, facilitate communication across care teams, and coordinate patient care with greater speed and clarity.

This is a significant step forward in our system-wide restoration. 

Progress continues in bringing back online in- and outbound calling to Kettering Health facilities and practices, as well as MyChart for patients.

Letter from CEO to Staff, and How to Respond to Spam Comms. – May 30th, 2025 @ 1:10 p.m.

Today, Friday, May 30, Kettering Health’s CEO Mike Gentry sent a letter to all staff with an extended update on the progress being made from the system-wide technology outage.

We’re aware of the possibility that individuals connected to our organization—employees, partners, or members of the community—may be targeted by scam communications. These may include fraudulent emails, calls, or text messages designed to intimidate, demand a response, or claim data exposure.

We urge the public to exercise caution. If you receive suspicious communications:

• Do not respond, click links, or open attachments.
• Hang up immediately if contacted by phone.
• Report suspicious messages to the police.

Expanded Walk-in Availability Now Includes Specialty Care for Established Patients – May 29th, 2025 @ 11:05 a.m.

If you feel ill or are managing chronic conditions and have an established provider, our primary care locations have the ability to provide walk-in care to established patients. This walk-in availability now also extends to our specialty care locations for established patients.

Kettering Health Emergency Departments End Diversion – May 28th, 2025 @ 6:10 p.m.

All Kettering Health emergency departments are now fully operational and off diversion, which means Kettering Health is accepting both walk-in patients and those transported by first responders. 

“This is another great milestone in our recovery process. Our teams have worked incredibly hard to bring imaging up, so we could end diversion in our emergency departments,” said John Weimer, Kettering Health senior vice president and leader for incident command. “We’re incredibly grateful to our community partners, especially GDAHA and Premier Health, for their support and to our own caregivers and staff who continue to develop temporary measures to boost our recovery and return to normal procedures.”

Walk-in Availability Across All Kettering Health Primary Care Practices for Established Patients – May 27, 2025 @ 6:25 p.m.

If you feel ill or are managing chronic conditions and have an established provider, our primary care locations have the ability to provide walk-in care to established patients.

Scheduled Appointments and Surgeries – May 26, 2025 @ 9:16 p.m.

Our hospitals, clinics, and emergency departments are open. Please come to your scheduled appointment or surgery unless one of our clinical teams call you to reschedule.

Care support update – May 24, 2025 @ 2:00 p.m.

Our Emergency Departments, On-Demand Care, and Urgent Care locations remain open and ready to care for you. 

Kettering Health Medical Group Patients

After Hours, Weekends, and Holidays

• For urgent medical concerns, call MatchMD at 1-866-257-5363. 

Monday thru Friday from 8 a.m.-5 p.m

• For urgent medical questions, call (937) 600-6879. 

For medical emergencies, please go to the nearest Emergency Department. 

NOTE: To ensure these phone lines are available for patients who need it most, we kindly ask that you do not call for questions about the technology outage, information or data security concerns, or scheduling for non-urgent appointments. 

Support line update – May 23, 2025 @ 12:31 p.m.

We would like to provide assurance that calls are getting through at this time. However, due to the exceedingly high volume, we ask for patience as our teams work as quickly as possible to connect with each caller.

Temporary urgent clinical support line now available – May 23, 2025 @ 12:13 p.m.

At Kettering Health, we remain steadfast in our commitment to serving our patients with the highest level of care and safety. Our physicians and care teams continue to be ready to serve you, even during this time of disruption.

While our office phones remain down, we understand the importance of staying connected—especially for urgent clinical concerns. That’s why we’ve established a temporary phone line for patients with urgent clinical questions, staffed by Kettering Health registered nurses.

That number is (937) 600-6879.

Please note:

• This line is intended for urgent clinical needs only.
  To keep it available for those who need it most, we kindly ask that you do not use this line for:
  
  • Questions about the ongoing technology outage
    
  • Information and data security concerns
    
  • Scheduling or non-urgent appointment requests

Before you call, please have the following information ready:

• Your full name and date of birth
  
• Your doctor’s name and practice
  
• A brief summary of your clinical concern
  
• Your current medication list
  
• A phone number where we can reach you

This will help our nurses address your needs quickly and support as many patients as possible.

Additional Information:

• If you have a scheduled appointment, please plan to keep it. Our teams are continuing care as planned, but we currently do not have access to appointment schedules.
• If you are scheduled for surgery, hospitals are reaching out directly to patients with updates.
• Need a medication refill? If you are a current patient, bring your empty prescription bottle to the practice location, and our team will assist you.
• If you have an emergency, please go to your closest emergency department. Kettering Health’s emergency departments remain open and ready to serve you. 
• Patients will not receive a text message with test results or appointment information from Kettering Health. Phone calls from staff are our primary mode of communication. 

We appreciate your patience, understanding, and cooperation as we work through this together. It is our honor to continue serving you.

A Message from Kettering Health CEO Mike Gentry – May 23, 2025 @ 8:45 a.m.

Four days ago, Kettering Health experienced an unscheduled downtime for most of its IT applications. While planned maintenance and updates are routine and occur on an ongoing basis, fortunately an event of this type has been rare for Kettering Health. Our team members are diligently following downtime processes and procedures. Patient appointments where IT applications are a necessary part of care plans are being rescheduled. In healthcare, these events often range from 10 to 20 days in duration.

Our emergency departments, hospitals, and clinics remain open. We want to publicly express our appreciation to the network of Greater Dayton and northern Cincinnati hospitals and health systems, particularly Dayton Children’s and Premier Health as they have partnered with us to care for the community during this time. Additionally, this week, we want to specifically thank our EMS and police as this is their designated week of recognition. Starting this weekend, we’ll have daily updates. 

Retail Pharmacy Temporary Numbers – May 23, 2025 @ 8:24 a.m.

Existing patients and employees can reach Kettering Health’s retail pharmacies and staff through temporary numbers listed here: https://ketteringhealth.org/temporary-pharmacy-contact-numbers/. 

Each retail pharmacies location web page also lists the temporary number they can be reached at. 

Patient appointment and Women’s Health phone access update – May 22, 2025 @ 6:24 p.m.

Patient Appointment Update

If you have an appointment scheduled, please assume your appointment will happen unless you are contacted by phone to reschedule. Our offices, while operating on alternate procedures in this situation, are still seeing patients when possible. 

Women’s Health Phone Access

Women’s Health patients experiencing urgent needs after-hours can find updated OB-GYN practice phone numbers on our website at ketteringhealth.org/womens-health-after-hours-information

Technology outage update – May 21, 2025 @ 4:58 p.m.

Teams across Kettering Health are working diligently around the clock to restore our systems in the aftermath of unauthorized access that caused a system-wide technology outage. 

At this time, procedures are being evaluated on a case-by-case basis based upon collaborative decision-making between care teams, with safety as our highest priority. 

Additionally, if our care teams have patients’ contact information, they will contact patients by phone about rescheduling procedures. While we recognize this process has not been seamless, and we ask for everyone’s patience while we continue to work through this issue. 

We understand our patients’ concerns for their privacy and information security. We have no evidence that personal cell phone apps, like MyChart, or the information in them have been compromised. Additionally, Kettering Health will never reach out to staff or patients via social media.  

We are grateful to our remarkable providers and staff who are continuing their work despite these challenges and to our community partners helping us make meaningful progress through our current situation.  

Response to phone call scams – May 20, 2025 @ 5:18 p.m.

We have confirmed reports that scam calls have occurred from persons claiming to be Kettering Health team members requesting credit card payments for medical expenses.

While it is customary for Kettering Health to contact patients by phone to discuss payment options for medical bills, out of an abundance of caution, we will not be making calls to ask for or receive payment over the phone until further notice.

We encourage anyone who receives a scam call to report it to local law enforcement.

NOTE: It has not been established that these scams calls are connected to the system-wide technology outage.

Confirmation of cybersecurity incident – May 20, 2025 @ 10:50 a.m.

We are currently experiencing a cybersecurity incident resulting from unauthorized access to our network. We have taken steps to contain and mitigate this activity and are actively investigating and monitoring the situation. We will continue to provide updates as appropriate.

System-wide technology outage – May 20, 2025 @ 10:37 a.m.

Earlier this morning, Kettering Health experienced a system-wide technology outage which limited our ability to access certain patient care systems across the organization. We have procedures and plans in place for these types of situations and will continue to provide safe, high-quality care for patients currently in our facilities.

Elective inpatient and outpatient procedures at Kettering Health facilities have been canceled for today, Tuesday, May 20. These procedures will be rescheduled for a later date and more information will be provided on this as updates are available. In addition, our call center is experiencing an outage and may not be accessible.

At this time, only elective procedures are being rescheduled. Our emergency rooms and clinics are open and continuing to see patients.

Our leadership is working with multiple teams to restore services quickly and securely. We will continue to update the community as new information emerges. We appreciate your patience and support.