Maintaining critical operations and minimising disruption to care services are the highest priorities during any incident that affects access to systems or information. A Business Continuity Plan provides the framework for achieving this.
Having a clear communication plan, and structured response process is essential for managing disruptions to information systems. This should outline how to prepare in advance, who to contact, key considerations during the incident, and the actions needed to restore normal services safely and effectively.
The Digital Care Hub has developed a new resource to support providers: two Communication Checklists, one for Residential Care services and one for Home Care services. These checklists can be used during any incident where access to systems has been disrupted and are particularly valuable during a cyber incident. In these situations, increased stress and potential gaps in care can lead to communication errors, which may impact the safety and wellbeing of people receiving care.
Here are five key benefits of having a strong cybersecurity communications plan:
- Faster Incident Response – Clear communication channels mean the right people get the right information quickly, reducing downtime and damage.
- Reduced Panic & Misinformation – A well-prepared plan ensures consistent, accurate updates, preventing rumours and confusion during a crisis.
- Stronger Stakeholder Trust – Transparent, timely communication reassures customers, partners, and regulators that you’re handling the situation responsibly.
- Regulatory Compliance – A plan helps you meet legal obligations without last-minute scrambling.
- Better Team Coordination – Defined roles and pre-approved messaging keep internal teams aligned, avoiding conflicting or delayed responses.
Next steps:
- Checklists can be found here: Cyber incident: communication checklists for care providers – Digital Care Hub
- For help with Business continuity planning, please visit BCPSS – HCPA or click here to request a chat