Microsoft outage disrupts NHS services in Cambridgeshire
Cambridgeshire and Peterborough NHS Foundation Trust affected by global Microsoft service disruption
A recent Microsoft outage impacted NHS services in Cambridgeshire, with one Trust temporarily unable to take calls from individuals seeking mental health support.
Earlier this week, on 30 July, a global outage affected several Microsoft products.
The Cambridgeshire and Peterborough NHS Foundation Trust confirmed that approximately 20 of its services were affected by the issue.
During a meeting of the Trust’s Board of Directors on 31 July, Holly Sutherland, the chief operating officer, reported that some teams were unable to receive calls.
She stated: “That was escalated very quickly and we held an operational meeting to understand what was affected.
“Roughly 20 services were affected and were not able to receive calls through their calling routes.
“The one we were most concerned about was the first response service for mental illness, 111 option two.
“However, the team moved on to another platform. We probably had about 40 minutes where we were not able to receive calls before we put another solution in place and calls were able to be received.”
Ms Sutherland noted that a subsequent meeting was held because the alternative service did not permit them to record calls or monitor the number of people waiting, which is typically possible.
She explained that the focus was on answering calls to ensure they reached those in need.
Ms Sutherland added that staff were instructed to take additional notes to compensate for the inability to record calls, and they coordinated with the Integrated Care Board to obtain verbal updates from the 111 service regarding call volumes.
Scott Haldane, the interim chief executive, mentioned that the short period without call services meant the Trust had not needed to declare a major incident.
He added that they were assessing potential scenarios had a major incident been necessary.
Eileen Milner, the Trust chair, remarked that she believed staff had “worked to do their very best in challenging circumstances.”