Offline - NRS Healthcare
IMPORTANT UPDATE
NRS Healthcare is dealing with a cyber security incident and would like to sincerely apologise to all those affected.
Specialist teams are working around the clock to restore functionality safely and swiftly. Since the outset, we have been working closely with commissioners and their prescribers. Manual workarounds are enabling us to deliver and collect equipment for our service users in the community, albeit with some delays. We are presently unable to use our systems to communicate directly with service users.
Anyone with urgent enquiries should still contact their prescriber in the first instance or contact urgent@nrshealthcare.co.uk with the following details:
In the email SUBJECT Headline: your council/local authority name
In the body of your email: your name, contact number and request
For media enquiries ONLY please contact: nrs@secnewgate.co.uk
Frequently Asked Questions
What happened?NRS Healthcare is dealing with a cyber security incident. We are truly sorry for the inconvenience and concern that this issue has inevitably caused.
What has NRS Healthcare done to manage the situation?
On identifying the issue, all systems were taken offline immediately and our business continuity plan was implemented, including appointing external specialists to help us understand the extent of the issue. We have complied with our regulatory obligations in relation to notification to the ICO. We are now working around the clock to restore our services.
How could this happen?
The frequency and intensity of these cyber incidents is constantly increasing. NRS Healthcare takes the protection of its systems and data very seriously but despite professional security precautions, they cannot always be prevented.
What are you currently doing?
We are working to resolve matters and restore our service as swiftly as possible. Orders are being taken using temporary manual workaround system. All service centres are now operational and our clinical teams are present in our service centres to support managing risk, safeguarding and product identification.
When do you expect normal service to be resumed?
We are working around the clock to restore our services and we are hoping our phone lines will be up and running by the middle of next week. Minimising the impact on our partners and service users is our priority.
How do I contact customer services?
While our systems remain offline, our customer service team is unable to take calls. Anyone with urgent enquiries should still contact their prescriber in the first instance or contact urgent@nrshealthcare.co.uk with the following details:
In the email SUBJECT Headline: your council/local authority name
In the body of your email: your name, contact number and request
We are extremely sorry and thank you for your patience and understanding at this time.
Last updated at 15h00 on 6 April 2024. This page will be updated with further information as it becomes available.