Support
 

Forthcoming Clinical Exchange Lab Restoration in gGastro®: Change Healthcare Outage

As a follow-up to our communication on April 19, 2024, Change Healthcare’s (CHC) Clinical Exchange team has stated that it continues to gradually restore clinical lab exchange services. We are pleased to inform you that we began incremental restoration of related lab services in gGastro® on Monday, May 13, 2024. This restoration will continue for several weeks. 

As a reminder, the ongoing CHC outage has impacted outbound electronic clinical lab ordering and inbound clinical results in gGastro since Wednesday, February 21, 2024. The impact of the CHC cybersecurity issue is widespread across the national healthcare system and is not limited to gGastro and gPM.

Below is important information for your practice as we begin the restoration of clinical exchange lab services in gGastro:

  • With this communication, we are beginning to send you periodic updates including the most up-to-date list we have from CHC of labs with which it has restored connection. Please click here for the first such list.
  • Restoring services safely and securely, and enabling their reliability going forward, is a top priority for ModMed.
  • Once your practice has lab exchange services re-connected, this does not ensure that all of your labs will be connected. CHC will gradually restore connections to various labs. For example, if your practice is connected to three different labs, CHC may restore connection to one lab during a specific week, and to another lab a different week.
  • Lab results from February 21, 2024 (the date when the cybersecurity issue affecting CHC began) to the date of restoration will not electronically flow into your system.
  • Please note: Initial results may not fully match due to orders not being sent electronically. Once you resume sending electronic orders, results will begin to follow the expected workflow.

Actions Recommended
If you prefer that ModMed does not restore clinical lab exchanges for your practice, please contact our Support Team as soon as possible and no later than Monday, May 20, 2024, at 5:00 PM Eastern Time.

Once a lab exchange has been restored, ModMed will directly notify your practice via an email notification from a member of the ModMed Lab Services team, (e.g., first.lastname@modmed.com), indicating which labs have been restored through CHC. You can use the same workflow as you did before the cybersecurity issue involving CHC began on February 21, 2024. 

  • Please note: For labs that have not been restored through CHC, please continue to print or fax the PDF lab requisition that can be generated from gGastro for outbound lab orders and instruct the laboratory to fax (or courier) inbound clinical results directly to your practice. 

 If you have been notified that your interface has been re-enabled and you have any issues, please contact our Support Team.

If you would also like to monitor this situation, we recommend bookmarking Change Healthcare’s system-specific status update and incident report pages. 

To reference other information we have previously shared concerning the CHC issue and its impacts on gGastro, please reference our communications in your email and/or ModMed Communities. We will continue to provide you with updates as we work toward completing the restoration of services. 

 Once again, we apologize for the inconvenience this may cause your practice. Thank you for your patience and understanding while we work with CHC to resolve this issue. 

 

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