My Home Hospital and Medibank cybercrime event updates and support

An update for My Home Hospital patients

2pm, Friday 2 December

Medibank has become aware that the criminal has released My Home Hospital (MHH) information on the dark web.

We previously advised patients that their information may have been accessed. We can now confirm that based on our investigation, the below MHH patient information has been stolen and released on the dark web:

1. Patient name, address, email address, date of birth and phone number
2. Patient’s emergency contact details
3. Details of the person and organisation that referred to MHH
4. Health information collected prior to 13 October 2022 (being patient care plan information, admission and discharge notes written by a MHH clinician, including patient’s primary condition).

MHH is a service delivered by a joint venture between Calvary and Medibank on behalf of Wellbeing SA and the South Australian Government.

MHH is in the process of contacting patients, referrers and emergency contacts impacted to advise them that this information has now been released on the dark web. Anyone who believes they are impacted can also call our dedicated line on 1800 081 245.

*** All those impacted by the cybercrime were contacted by 9 December ***

Support for patients

Medibank has extended its cybercrime support package to MHH patients including:

• A cybercrime health & wellbeing line – counsellors who have experience supporting people (such as those at risk of domestic violence) and have been trained to support victims of crime and issues related to sensitive health information
• Mental health outreach service – proactive support service for patients or through referral from our contact centre team
• Personal duress alarms for patients particularly vulnerable and/or with safety risks
• Hardship support for patients who need support as a result of this crime
• Specialist identity protection advice and resources through IDCARE’s purpose-built page for MHH patients
• Free identity monitoring services for patients whose primary identity has been compromised as a result of this crime
• Specialised teams to help our patients who receive scam communications or threats in relation to this cybercrime

For further information on how to access the Cyber Response Support Program, please call our contact centre team on 1800 081 245.

Reach out for support

We understand this crime will be distressing for many MHH patients. Along with calling Medibank’s Mental Health Support line, you can contact your GP or the following support services:

• Beyond Blue (1300 224 636 / beyondblue.org.au)
• Lifeline (13 11 14 / lifeline.org.au)

If there is an imminent threat to your safety call Triple Zero.  

Remaining vigilant

Medibank recommends being vigilant with all online communications and transactions, namely:

• Being alert for any phishing scams that may come to you by phone, post or email.
• Making sure to verify any communications you receive to ensure they are legitimate.
• Being careful when opening or responding to texts from unknown or suspicious numbers.
• Regularly updating your passwords with ‘strong’ passwords, not re-using passwords and activating multi-factor authentication on any online accounts, where available.

We unreservedly apologise to all our patients.

 

1 pm, Wednesday 9 November

Medibank has today become aware that the criminal has released files on a dark web forum containing customer data that is believed to have been stolen from Medibank’s systems. We can confirm that at this stage My Home Hospital(MHH) data has not been released on the dark web. This could change, Medibank’s investigations continue. We will inform My Home Hospital patients, referrers and emergency contacts if there is any change to information accessed and if any MHH data is confirmed stolen or has been included in the files on the dark web. 

Medibank is working with the Australian Government, including the Australian Cyber Security Centre and the Australian Federal Police.  The Australian Federal Police is investigating this cybercrime.

If you are a victim of cybercrime, you can report it at ReportCyber on the Australian Cyber Security Centre website.  To report a scam, go to ScamWatch.  If you believe you are at physical risk, please call emergency services (000) immediately.

My Home Hospital patients, referrers and emergency contacts can also call 1800 081 245. 

Medibank encourages all those who may be impacted to remain vigilant with all online communications and transactions including:

1. Being alert for any phishing scams via phone, post or email
2. Verifying any communications received to ensure they are legitimate
3. Not opening texts from unknown or suspicious numbers
4. Changing passwords regularly with ‘strong’ passwords, not re-using passwords and activating multi-factor authentications on any online
            accounts where available.
5. Medibank and MHH will never contact you asking for password or sensitive information

The Australian Government has activated the National Coordination Mechanism to bring together agencies across the Australian Government, states and territories.

 

10 am, Friday 28 October

My Home Hospital (MHH) is a service delivered by a joint venture between Calvary and Medibank on behalf of Wellbeing SA and the South Australian Government.

Medibank has recently been subject to a cybercrime event, which is being investigated by the Australian Federal Police.

The ongoing investigation has now found that the criminal has accessed data that includes some MHH patient information.

The data accessed includes some personal information (including some health data).

While Medibank has not yet determined if the information has been illegally taken from our system, we know it has been accessed.

We unreservedly apologise to our patients who have been the victims of this very serious crime.

We appreciate this will be distressing for you.

If we find your data has been stolen or accessed, we will notify you as soon as possible, which will include specific advice and support.

 

We have a range of support available including:

• A hardship package to provide support for patients who are in a uniquely vulnerable position as a result of this crime. The support will be provided on an individual basis
• Access to Medibank’s mental health and wellbeing support line for all patients (1800 644 325)
• Access to specialist identity protection advice and resources from IDCARE
• Free identity monitoring services for patients who have had their primary ID compromised
• Reimbursement of fees for re-issue of identity documents that have been fully compromised in this crime

We have set up a dedicated team to help answer any questions you may have please call 1800 081 245.

 

For more information:

 

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