Thanks to the tireless efforts of our information technology team and third-party cyber security experts, we are ahead of schedule and are now able to restore our various IT platforms.

All McLaren Cerner users are asked to reset their password before trying to access the system.

To change your McLaren Bay Region Cerner password, please use the following instructions:

• Visit https://resetme.mclaren.org
• Type your user ID in the first box
• Type in the random characters presented on screen in the box below
• Click on the OK button
• Click on "Manage My Passwords"
• Accounts not previously registered will require this step to be completed first
• Enter your current password and security question
• Follow the instructions to create a new password (all password rules must change from red to black or green to be an accepted new password)

If you are still experiencing issues, please contact IT Help Desk at (844) 642-8324.

McLaren Bay Region is working diligently to share with providers and their staff the documentation and results needed for continuation of care. All services that were performed during our downtime are currently being manually entered into Cerner as well as our various IT platforms. This will require time to properly complete the process. We understand the urgency of this information and are working to make it available in Cerner as soon as possible.

Some images will be readily available to providers within PACS when accessed from a McLaren computer within the hospital:

pacsweb.mclaren.org/synapse

Please reach out to individual departments for any urgent requests.

McLaren Bay Region (Main)

(989) 894-3000

McLaren Bay Special Care

(989) 667-6802

Admitting

(989) 894-6515

Case Management

(989) 894-3180

Central Scheduling (Outpatient)

1-800-McLaren

(1-800-625-2736)

Compliance

(989) 894-3849

Diabetes Education

(989) 894-9528

Diagnostic Imaging

(989) 894-6505

Emergency Department (Bay City)

(989) 894-3111

Emergency Department (West Branch)

(989) 516-5075

Employee Health

(989) 894-3158

Financial Clearance/Estimations

1-800-McLaren

(1-800-625-2736)

Helen M. Nickless Volunteer Clinic

(989) 895-4830

Hospitalists

(989) 894-3297

Infection Prevention

(989) 667-3410

IT Service Desk

(844) 642-8324 ext. 8 for life-threatening or patient critical

Laboratory

(989) 894-3752

Medical Records

(989) 894-3873

Medical Staff Services

(989) 894-3806

Medical Supplies & Equipment

(989) 316-7280

Nursing House Supervisor

(989) 316-6659

Patient Experience

(989) 894-3937

Pharmacy (Inpatient)

(989) 894-3737

Pharmacy (Long-term Care)

(989) 316-4280

Pharmacy (Walgreens)

(989) 894-3744

Surgery Scheduling

(989) 894-3052

Security

(989) 894-3762

Transfer Call Center

(989) 894-3930

Frequently Asked Questions - PATIENTS

Updated August 23

I have an upcoming appointment scheduled, should I still show up?

Yes, patients should still attend scheduled appointments unless contacted by a member of our care team.

How do I schedule imaging procedures?

Patients at any McLaren location in need of an imaging study can again make an appointment by calling (800) 625-2736. A complete list of imaging services can be found at mclaren.org/imaging.

Where are my lab and/or diagnostic testing results?

Communicating results from lab and diagnostic tests to patients and providers are of paramount importance. Results will again be made available to providers and patients electronically. The process has begun to input lab and imaging results performed during this disruption into the electronic medical records system. This reconciliation process is expected to last into September, and patients will again be able to access their diagnostic imaging and laboratory results in their MyMcLaren Chart patient portal.

Has my protected health information (PHI) been compromised during this incident?

McLaren is continuing its work with cyber security experts to determine what, if any, patient or employee information was compromised. If it is determined that any Protected Health Information (PHI) or personal information was compromised, we will contact those affected individuals.

How do I get a prescription renewal?

There are two ways to request a prescription renewal:

-Make a request through your MyMcLaren Chart patient portal.

-Call your provider’s office.

How will updates be provided?

McLaren is maintaining a webpage to update the public on our response to the incident and inform patients of the latest guidelines for seeking care at mclaren.org/cyberupdate.

If I received care during the disruption, will I have access to those medical records?

Yes. All patient medical information manually charted during the disruption will be updated in patients' electronic medical records. This process is expected to last into September. We sincerely appreciate your patience.

How do I access my medical records?

To obtain a physical copy of your medical records, you may mail, fax, or complete an in-person request.

An electronic copy of your medical records can be available through the online patient portal according to your McLaren/Karmanos facility.

Please see full instructions and site-specific contact information on the McLaren website:

https://www.mclaren.org/main/medical-records

In addition, patients who received care during our recent downtime can request those records through the local hospital Health Information Management (HIM) departments. Priority is given to patients who need these records for continuation of care. These records are in the process of being uploaded to our electronic systems, a process we expect will take several weeks to complete. 

Please click HERE for a printable version of these FAQs.

We recognize that you and your staff have been on the frontlines with our patients. Along with your teams, we are grateful to have such committed and resilient staff who were able to alter their workflows while continuing to provide the highest level of care to our patients during this time.

We would like to extend a heartfelt Thank You! to our partners in healthcare for their patience over the past three weeks as we navigated through this challenging IT disruption.

The McLaren information technology team continues to work with cyber security experts to assess the extent of the impact of the current cyberattack and to ascertain what, if any, employee or patient information was compromised.

We understand the importance of determining this and effectively communicating to our employees, patients and the communities we serve, and it remains a high priority.

We ask that all team members remain vigilant as these specialists progress in their analysis and we advance toward fully restoring operations.

Continued vigilance is vital to network security. Remember to keep data safe by:



• Verify the Sender - Are you expecting an email from this sender?
• Verify the Address - Is the email address valid and correctly spelled?
• Verify the Subject Line and Content - Does the content contain language or grammatical errors?
• Verify the Message’s Tone - Does the email ask you to click on a hyperlink, open an attachment or give passwords/credentials?
• Verify texts and phone calls - Never share personal information or click links.

MEDICAL STAFF RULES – REMINDER

Leaving on vacation?

Out of Town CME?

Notify Medial Staff Services, (989) 894-3806, either verbally or in writing, the beginning and ending dates of your vacation and who is covering your patients.

In addition, the Health Information Services Department uses this information when completing their list for suspensions. Any provider going on vacation will not be suspended for records that have been discharged 48 hours before their vacation; and they will then have 48 hours after returning to complete these records.

Please contact Medical Staff Services at (989) 894-3806 or medstaffservbay@mclaren.org with any questions regarding Medical Staff Bylaws.

Questions regarding suspension can be directed to HIM at (989) 894-9541 or teresa.ricupati@mclaren.org or heather.humphrey@mclaren.org.

We are asking all of our healthcare partners to inform us of any changes within your office, including provider status, address, phone number, fax number or other pertinent information. This is key to ensuring that offices are getting all necessary communications regarding patient care and hospital updates.

Please send any changes to Sheri Kelley, Patient Access Supervisor, at sheralee.kelley@mclaren.org or call (810) 600-7915.

For hospital credentialed provider offices, please ALSO send changes to Janet Matuszewski, Regional Manager of Medical Staff, at janet.matuszewski@mclaren.org.

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McLaren Bay Region | mclaren.org/bayregion