'Who knows when she can get another appointment': Ascension hack impacts patients, healthcare workers

MILWAUKEE (CBS 58) -- Ascension Healthcare continues dealing with a cybersecurity event that has left many of its hospitals without access to vital information.

"They can't even reschedule it because of the fact that they can't get into the system to get her records," Christina Torres said.

Torres is a mother from Racine who spoke to CBS 58 about how the hack has impacted her family. Torres said her adult daughter, who has a cognitive disability, waited over a month for an appointment to get tests done to find out what was going on with her health, and it was canceled because of the hack.

"We actually both just teared up because the problem is we're just worried about the problem doing further damage than what it's already been," Torres said. "Once the system comes back up, who knows when she can get another appointment."

It is still unclear if patient records were accessed.

"Are we in trouble as far as people getting our information?" Torres wondered.

Ascension, in an online update, addressed concerns by patients regarding canceled procedures.

"Out of an abundance of caution, however, some non-emergent elective procedures, tests, and appointments have been temporarily paused while we work to bring systems back online," the statement read. "Our teams are working directly with any patient whose appointment or procedure will need to be rescheduled. We understand the frustration this may cause and sincerely regret any inconvenience to our patients."

While Ascension continues to investigate and try to correct the issue, Wisconsin Federation of Nurses and Healthcare Professionals President Connie Smith said employees like herself are doing the best they can.

"Everything is just taking so, so much longer because of the paper charting," Smith said. "People have really struggled with the fact that we don't have our medical records at all."

The union has condemned Ascension's response to the hack and wants Ascension to divert emergency patients to nearby hospitals. Ascension confirms they are diverting patients to other hospitals in states around the country, but not Wisconsin.

"Even if our [ambulance] traffic was minimal, any little bit would help," Smith said.

She also said that recent layoffs and facility closures by Ascension, like the loss of over 20 union jobs from St. Francis Hospital, has made dealing with this hack even more difficult.

"It could've been better if we had more staff to support each other. So, it's a struggle," Smith said. "The message to Ascension is make sure that we're hiring people so that if something like this, or any other crisis is happening, we have staff there along with you to support each other."

While most services are available to patients, Ascension requests patients confirm appointments by calling their provider's office in advance of their appointment, bringing to their appointment notes on their symptoms and a list of current medications and prescription numbers or the prescription bottles so their care team can call in medication needs to pharmacies.

For the latest updates on the Ascension cybersecurity attack, click here.