Carle experiences technical glitch

Local News

Update: 4:55 pm, 4/8/19, Monday 

URBANA, Ill. (WCIA) — All systems are back up and running after an outage early Monday at Carle. It led to a lot of frustrated patients.

Representatives haven’t been able to clarify what caused the outage which lasted at least four hours. Although the ER, hospital and outpatient locations stayed open, they were pretty limited on what they could do.

“We pretty much came here for nothing. We didn’t get anything done today.”

A 45-minute drive from Hammond to Urbana now feels like a waste of time for Matt and Kendal Edwards.

“My husband took a paid day off of work, his vacation time.”

The two came to pay a bill for their daughter’s treatment, but couldn’t even write a check.

“They couldn’t even look up our balance or do anything for us, so if we would’ve handed them a check, there’s no way they would’ve known how much the balance was, so we couldn’t even do that today.”

The Edwards were among many whose appointments had to be shifted or payments put on hold because of an IT and phone systems issue. Carle reps had the system back up and running about four hours later.

“Pretty frustrated. Like, I understand their system’s down, there’s not much they can do about it, but at the same time, we’re a working class family and my husband took a vacation day to come take care of what we needed to do and we weren’t able to do that.”

“She was hospitalized last year for about 24 hours and our insurance finally took care of their part of it and we’re just trying to pay the rest today with our tax money, but we weren’t able to do that because their system’s down.”

“He’ll have to either take another vacation day or I’ll have to make the drive myself to take care of everything.”

“I mean, I understand the system’s down, but it’s just a little frustrating to come in and not be able to take care of everything.”

Another patient whose surgery was put on hold because of the issue was told she could be waiting until 2 pm, when the procedure was scheduled for 11 am.

Lynne Barnes, senior vice president, Facilities and chief operating officer for Carle Foundation Hospital released the following statement:

Following a disruption in phone and IT services at Carle, all systems are fully functional as of 2 p.m. Patients may experience delays due to large call volumes at the Patient Contact Center and longer than normal wait times at Convenient Care and in the Emergency Department. Patient safety remains our top priority. Carle has downtime procedures in place to ensure continuity of care and backup to safeguard data. We will reassess and make adjustments as needed to prevent future occurrences. 

Original: 11:00 am, 4/8/19, Monday

URBANA, Ill., (WCIA) — Carle is experiencing phone and IT outages including its Patient Contact Center and some other phone systems, as well as the patient record system EPIC, MyCarle and Carle.org.

Because we are focused on the safety of all patients, some procedures are being postponed. Patients without appointments who need urgent or emergency care should go to Convenient Care or the Emergency Department.

Convenient Care locations:

  • Champaign on Curtis, 1701 W. Curtis Road
  • Urbana on Windsor, 1818 E Windsor Road
  • Charlotte Ann Russell Medical Center, 801 E. Orange Street, Hoopeston

Convenient Care Plus locations:

  • Carle Foundation Hospital, 611 W Park Street, Urbana
  • Danville on Fairchild, 311 W. Fairchild
  • Mattoon on Hurst, 2512 Hurst Drive

For updated information, follow Carle on Facebook and Twitter. Carle Foundation Hospital and Carle Hoopeston Regional Health Center are open and operating as usual.

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