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Tuesday, May 24, 2016

Important Update
Due to implementation of our new computer system, we are closed tonight. We will also have limited appointments available later this week.

Thank you again for your patience.

Sunday, May 15, 2016

Important Notice

By now you should have received our letter describing what has happened with our computer system. 

Again we wish to make it clear that your records were NOT hacked. And this was NOT the result of a virus. We will be able to obtain most of the missing information.

If you you had any chronic medications changed between January through March, please have your pharmacy fax us a current list of your medications so that we can update your chart.

If you have any serious concerns please schedule a visit with your doctor.

Otherwise, the next time you are in for a routine visit, please let us know if you saw a specialist or had any testing done and we will send away for results or consult letters.

April 13, 2016

Here are the Frequently Asked Questions (FAQs) regarding the data loss associated with our electronic medical record (EMR).

How did this happen?

Due to a perfect storm of a series of unfortunate events, some of our data became unreadable. We usually have on site backups all day and off site backups each night. Unfortunately, all the safeguards failed and this caused other data to become lost.

Are all of my records lost?

No. Most lost records are from January 4th through March 30th with minimal records prior to that date. We will be able to get many of the records back by having hospitals, labs, pharmacies and specialists re-send information.

Have my records been hacked?

No. Your records have not been hacked by any unauthorized users.

Is this the result of a virus?

No, we do not have a virus. This was a result of data storage/reading issues and backup systems failing temporarily.

Is the patient portal working?

No. It will not be working until further notice. In the meantime, please sign up for lab portals provided by facilities such as LifeLabs (

What is Grandview going to do to retrieve my records?

Hospitals and labs are being contacted to resend information. Specialist letters will be available in the near future. During your next routine visit, we ask that you speak to your doctor about any visits between January and March to help him/her update your medical record.

How can I help to make sure nothing is missed in my care?

Please bring in all of your medication bottles to your appointments so that we can make sure we have your current medications on file. You can also contact your pharmacy to send us an updated medication list. Also bring in yellow immunization cards for children. 

It might be helpful to write down any recent (January-March) updates that you can recall - such as any changes in your medications, specialist appointments, x-rays or labs. Discuss these with your doctor at your next routine visit. If you have an urgent issue, you can book in to see your doctor.

When will this situation be fixed?

We are actively working on getting records from hospitals, labs, specialists and pharmacies re-sent to our office. This will take some time to get back into your record. We anticipate that this process could take up to 3 months.

How will Grandview make sure that this doesn’t happens again?

We will do everything in our power to minimize the chance of these types of events from happening again. We have changed our backup systerms and are keeping paper records of many of our activities temporarily. If we feel that we cannot work with our current electronic medical record provider any longer, we will switch to another EMR provider.

Where can I find out more information?

You can follow us on Facebook Page (GMCFHT), Twitter (@GMCFHT) or on our website ( for updates. Or ask your doctor at your next appointment.

April 6, 2016

Important Notice

As we have previously indicated, on March 30, 2016, the Grandview Medical Centre experienced a computer malfunction. As a result, and despite our extensive recovery efforts, some data entered into our electronic medical records has been lost. 

Please rest assured that there has been no unauthorized access to your personal health information as a result of this incident.

We are currently in the process of determining the extent of the data loss as well as which patients have been affected by this unfortunate event. We will be notifying affected patients as soon as possible. We sincerely apologize for this occurrence and appreciate your patience as we identify the full extent of the loss and those affected patients.  

Please be assured that despite the fact that this event was not the result of any identifiable deficiency in our electronic storage protocol, we are doing the utmost to ensure that similar incidents are avoided in the future.  

We again extend our sincere apologies for this unfortunate occurrence and appreciate your continued patience in this process. 

April 4, 2016

We are Experiencing Technical Difficulties

We have had a serious electronic medical record (EMR) issue at Grandview since Wednesday, March 30th. Your medical information is SECURE. However, we are unable to access certain records which means we may not have access to your results temporarily. We are only able to book a limited number of appointments and may need to rebook your appointment when you arrive. 

Due to our temporary limited access to your record, please bring in your child's yellow immunization card to his/her appointment. Also please bring all medications (in original bottles, boxes or blister packs) to your appointment.

The patient portal is NOT available. This means you will not be able to book appointments or see results online temporarily. This also means you will not be able to securely message us temporarily.

Our executive director Jeff Poll and our Board of Directors are working with the IT department, EMR vendor, outside IT specialists and OntarioMD to resolve this issue as soon as possible.

We will continue to keep you updated via FaceBook and Twitter.

Thank you for your patience and understanding in this matter.


Regular Clinic Hours

Mon - Fri   8:00 am - 4:30 pm

Urgent Matters Only

Mon - Fri   5:00 pm - 8:00 pm
Sat             8:00 am - 2:00 pm