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| CrowdStrike: What was the impact of the global IT outage | CrowdStrike: What was the impact of the global IT outage |
| (5 months later) | |
| GP services in England and Northern Ireland faced huge disruption following IT problems caused by a software update by CrowdStrike | GP services in England and Northern Ireland faced huge disruption following IT problems caused by a software update by CrowdStrike |
| GPs couldn't treat patients, people were stranded as planes couldn't get off the ground, and small businesses lost much-needed sales. | GPs couldn't treat patients, people were stranded as planes couldn't get off the ground, and small businesses lost much-needed sales. |
| Two months on from the global IT outage on 19 July, its full impact is only now becoming apparent. | Two months on from the global IT outage on 19 July, its full impact is only now becoming apparent. |
| A rogue software update by the US cybersecurity company CrowdStrike crippled up to eight and half million computers using Microsoft systems around the world. | A rogue software update by the US cybersecurity company CrowdStrike crippled up to eight and half million computers using Microsoft systems around the world. |
| Adam Meyers - a senior executive at CrowdStrike - will testify at the US Congress on Tuesday. | Adam Meyers - a senior executive at CrowdStrike - will testify at the US Congress on Tuesday. |
| He will speak of being "deeply sorry" about what happened, and his company's determination to "prevent it from happening again." | |
| But what was it like for those on the sharp end of the crisis? | But what was it like for those on the sharp end of the crisis? |
| Dr David Wrigley, a GP for the past 22 years, told the BBC about cancer referrals being delayed as the online systems doctors like him rely on went dark. | Dr David Wrigley, a GP for the past 22 years, told the BBC about cancer referrals being delayed as the online systems doctors like him rely on went dark. |
| "It was a very difficult period of time with very little help and support," he said. | "It was a very difficult period of time with very little help and support," he said. |
| Dr David Wrigley has called on NHS England and the UK government to provide GPs with much more support if this ever happened again | Dr David Wrigley has called on NHS England and the UK government to provide GPs with much more support if this ever happened again |
| For many GPs, they were unable to use the EMIS system - a digital way of managing appointment bookings and patient records, as well as sending prescriptions to pharmacies. | For many GPs, they were unable to use the EMIS system - a digital way of managing appointment bookings and patient records, as well as sending prescriptions to pharmacies. |
| The British Medical Association - the trade union and professional body for doctors and medical students in the UK - said the CrowdStrike outage was "one of the toughest single days in recent times for GPs across England", with doctors forced to return to pen and paper. | |
| At Dr Wrigley's practice in Carnforth, Lancashire, computer problems continued between Friday and Monday. | At Dr Wrigley's practice in Carnforth, Lancashire, computer problems continued between Friday and Monday. |
| He said this created a backlog that delayed urgent tasks such as writing referral letters for patients with suspected cancers. | He said this created a backlog that delayed urgent tasks such as writing referral letters for patients with suspected cancers. |
| In some cases, this would have been delayed by "three or four days". | In some cases, this would have been delayed by "three or four days". |
| "You have to prioritise those and send them as soon as possible," he said. | "You have to prioritise those and send them as soon as possible," he said. |
| "All the referrals we do are done electronically - that couldn’t happen." | "All the referrals we do are done electronically - that couldn’t happen." |
| In her 27 years as a GP, Dr Frances O'Hagan says the only disruption similar to the CrowdStrike outage was Covid and a bomb scare outside her practice in Armagh during the Troubles | In her 27 years as a GP, Dr Frances O'Hagan says the only disruption similar to the CrowdStrike outage was Covid and a bomb scare outside her practice in Armagh during the Troubles |
| Elsewhere, the BMA said there were also major problems in Northern Ireland. | |
| Around 75% of GPs in Northern Ireland use the EMIS system according to Dr Frances O'Hagan, the chair of BMA's Northern Ireland GP committee. | Around 75% of GPs in Northern Ireland use the EMIS system according to Dr Frances O'Hagan, the chair of BMA's Northern Ireland GP committee. |
| "We couldn't do anything for most people," she said. | "We couldn't do anything for most people," she said. |
| "We just had to take it on the chin and get on with it." | "We just had to take it on the chin and get on with it." |
| She said GPs in Northern Ireland faced similar backlogs to colleagues in England, including a delay to suspected cancer referrals. | She said GPs in Northern Ireland faced similar backlogs to colleagues in England, including a delay to suspected cancer referrals. |
| The Department of Health told the BBC it is in discussion with "external suppliers" to strengthen "continuity arrangements" following the CrowdStrike outage. | The Department of Health told the BBC it is in discussion with "external suppliers" to strengthen "continuity arrangements" following the CrowdStrike outage. |
| It says GPs had access to "local copies" of patient data from EMIS during the outage, and all other systems worked. | It says GPs had access to "local copies" of patient data from EMIS during the outage, and all other systems worked. |
| Professor Kamila Hawthorne, Chair of the Royal College of GPs, told the BBC it was "crucial" that there should be "safeguards in place" in the future. | Professor Kamila Hawthorne, Chair of the Royal College of GPs, told the BBC it was "crucial" that there should be "safeguards in place" in the future. |
| In Surrey, 50 patients who were due to receive radiotherapy treatment on the day of the outage were forced to reschedule. | |
| A spokesperson from NHS Royal Surrey Trust said all urgent cases were seen within 24 hours. | A spokesperson from NHS Royal Surrey Trust said all urgent cases were seen within 24 hours. |
| NHS England did not comment. | NHS England did not comment. |
| The UK government told BBC News contingency plans were quickly enacted, and said it is working with NHS England to help prevent similar incidents. | The UK government told BBC News contingency plans were quickly enacted, and said it is working with NHS England to help prevent similar incidents. |
| On the west coast of the United States, meanwhile, Providence healthcare operates 53 hospitals and over 1,000 clinics. | On the west coast of the United States, meanwhile, Providence healthcare operates 53 hospitals and over 1,000 clinics. |
| Adam Zoller is in charge of cyber security for the company. | Adam Zoller is in charge of cyber security for the company. |
| He describes the first few hours as "a catastrophe" for hospital IT systems, but 80% were fixed in 48 hours. | He describes the first few hours as "a catastrophe" for hospital IT systems, but 80% were fixed in 48 hours. |
| The hospitals did cancel non-emergency procedures, but Adam said "in large parts patient care was unaffected". | The hospitals did cancel non-emergency procedures, but Adam said "in large parts patient care was unaffected". |
| "CrowdStrike could have handled this in a lot of different ways, and I think they handled it as well as they could have." | "CrowdStrike could have handled this in a lot of different ways, and I think they handled it as well as they could have." |
| The 'chaos' at the airports | The 'chaos' at the airports |
| These passengers at Eindhoven Airport in the Netherlands were among the many travellers disrupted by the CrowdStrike outage | These passengers at Eindhoven Airport in the Netherlands were among the many travellers disrupted by the CrowdStrike outage |
| Melanie Cree and her husband Alan, from Bangor in Northern Ireland, were due to fly home from Corfu Airport on the day of the outage. | Melanie Cree and her husband Alan, from Bangor in Northern Ireland, were due to fly home from Corfu Airport on the day of the outage. |
| Travel operators were forced to cancel thousands of flights across the world - and Melanie and Alan's flight was axed. | Travel operators were forced to cancel thousands of flights across the world - and Melanie and Alan's flight was axed. |
| After being taken to and from the airport several times in the next few days, they managed to fly home on Monday. | After being taken to and from the airport several times in the next few days, they managed to fly home on Monday. |
| Melanie and Alan had been on a two-week holiday on the Greek island with friends to enjoy their 40th wedding anniversary | Melanie and Alan had been on a two-week holiday on the Greek island with friends to enjoy their 40th wedding anniversary |
| Melanie said passengers were given no food, and some ran out of medication. | Melanie said passengers were given no food, and some ran out of medication. |
| "It totally ruined what should have been our dream holiday," she said. | "It totally ruined what should have been our dream holiday," she said. |
| "We have lovely memories, but we came back absolutely shattered. It was complete chaos." | "We have lovely memories, but we came back absolutely shattered. It was complete chaos." |
| Their provider Tui gave them a £400 voucher. | Their provider Tui gave them a £400 voucher. |
| Laura Jones, pictured with her family on their holiday in Rhodes, said the whole experience has put her off foreign travel for a while | Laura Jones, pictured with her family on their holiday in Rhodes, said the whole experience has put her off foreign travel for a while |
| As Melanie and Alan struggled in Corfu, another UK family were caught up in the delays just over 500 miles (804km) away. | As Melanie and Alan struggled in Corfu, another UK family were caught up in the delays just over 500 miles (804km) away. |
| Laura and Malcolm Jones were struggling to return home to Pontypool, in south Wales, after a holiday in Rhodes with their children. | Laura and Malcolm Jones were struggling to return home to Pontypool, in south Wales, after a holiday in Rhodes with their children. |
| When they were on the tarmac, the flight was cancelled. Laura told the BBC there was no information, no return of bags, and no plan. | When they were on the tarmac, the flight was cancelled. Laura told the BBC there was no information, no return of bags, and no plan. |
| They spent 16 hours at the airport before they were taken to a conference centre, where frustrated travellers used tablecloths as blankets. | They spent 16 hours at the airport before they were taken to a conference centre, where frustrated travellers used tablecloths as blankets. |
| The family paid £560 out of their own pockets to fly back to the UK a few days later. | The family paid £560 out of their own pockets to fly back to the UK a few days later. |
| Tui has given them a £600 voucher. | Tui has given them a £600 voucher. |
| "I was looking forward to travelling abroad again after Covid, but I think I might just stick going to west Wales for a few years," Laura joked. | "I was looking forward to travelling abroad again after Covid, but I think I might just stick going to west Wales for a few years," Laura joked. |
| In a statement, Tui apologised to its customers. | In a statement, Tui apologised to its customers. |
| The CrowdStrike outage had an impact at airports around the world, with these weary passengers pictured in Detroit, Michigan | The CrowdStrike outage had an impact at airports around the world, with these weary passengers pictured in Detroit, Michigan |
| But the travel company was not the only one with problems. Delta Airlines in the United States faced a huge impact. | But the travel company was not the only one with problems. Delta Airlines in the United States faced a huge impact. |
| It cancelled around 7,000 flights over five days, faces an investigation from the US authorities and is involved in several legal actions. | It cancelled around 7,000 flights over five days, faces an investigation from the US authorities and is involved in several legal actions. |
| The small business owners | The small business owners |
| Back in the UK, small business owner Dawn Watts from Market Drayton, Staffordshire was caught up in the outages in a different way - her website, which provides supplies to cleaning companies and hotels, was out of action. | Back in the UK, small business owner Dawn Watts from Market Drayton, Staffordshire was caught up in the outages in a different way - her website, which provides supplies to cleaning companies and hotels, was out of action. |
| She estimates to have lost about £600 in sales. | She estimates to have lost about £600 in sales. |
| "It is extremely worrying," she said. | "It is extremely worrying," she said. |
| "I am a sole trader - I can’t have this happening again." | "I am a sole trader - I can’t have this happening again." |
| Dawn Watts was particularly worried by the CrowdStrike outage, as she didn't have the support of a big company behind her. | Dawn Watts was particularly worried by the CrowdStrike outage, as she didn't have the support of a big company behind her. |
| Hannah Al-Khaldi, who runs a boutique fitness studio in London, faced similar issues with a non-functional website. | Hannah Al-Khaldi, who runs a boutique fitness studio in London, faced similar issues with a non-functional website. |
| She estimates the outage cost her £1,000. | She estimates the outage cost her £1,000. |
| "It showed how many systems worldwide had put their eggs in one basket," she said. | "It showed how many systems worldwide had put their eggs in one basket," she said. |
| "When one link in the chain fails, everything else goes down. | "When one link in the chain fails, everything else goes down. |
| "Is there enough choice out there for providers, or was CrowdStrike the only option?" | "Is there enough choice out there for providers, or was CrowdStrike the only option?" |