memorial

Water damage is seen in an information services training room at Memorial Hospital in North Conway last Friday. Crews worked all weekend to mitigate the damage, according to the hospital. (JAMIE GEMMITI PHOTO)

CONWAY — Progress continued over the weekend to restore services that were damaged in flooding due to a frozen drain at Memorial Hospital’s medical office building Jan. 12.

The flooding affected the hospital's computer data center, resulting in interruptions to service across its organization.

As of Sunday, most key systems were up and functional, and the three main electronic health record systems are back online.

According to Kathy Bennett, vice president of community relations and development, a few systems remain affected, and Memorial’s information services team will continue to work to address them.

On Monday, it was largely business as usual for primary care and for all other departments, Bennett said.

Restoration of the physical space damaged by the flooding is underway, including the computer data center on the lower level of the Miles E. Waltz Medical Office Building, IS office space and the Pinkham Notch/Pod 2 section of Primary Care.

"Fortunately, alternative space for staff and providers has been identified and work is able to continue. Primary care patients should check in at the main reception desk in that practice, and they will be seen in that space, although they may be moved to different exam rooms within it," Bennett said.

Memorial Hospital was supported by local vendors including ServiceMaster, DW Electric and Federal Piping, which all came out quickly to assist Friday and worked over the weekend to make repairs and get things operational.

Memorial President and CEO Scott McKinnon expressed gratitude for the many hospital employees who responded Friday and around the clock throughout the weekend to ensure that patient care needs were met.

“I continue to be impressed with the dedication and teamwork shown by every employee across all departments," McKinnon said. "There was not a single area that wasn’t impacted by this flooding and loss of electronic health records. Everyone pitched in and worked hard to get us where we are today."

One team hit hard by the flooding incident was the information systems group, as it was tasked with recovering data systems while also seeing their office space destroyed.

Fortunately, additional resources were available from MaineHealth to help quickly restore order.

Network Engineer Chris Jordan said: “I was the first to arrive on scene from Information Services, with a very grim outlook that we would not be able to restore any systems on Friday.

"However, the end result of the day far exceeded my expectations. Unlike the flood that destroyed Memorial's Data Center, there was another flood happening throughout the day. It was the flooding of support from MaineHealth's integrated Information Systems. I received phone calls, text messages and emails throughout the day from members of MaineHealth's Integrated Information Services offering supplies and willingness to travel to Memorial to lend assistance.

"This flood of support also did not reside in just one site; it came from almost all corners of MaineHealth — PenBay, Portland, Southern Maine and, of course, our Western Region team partners from Stephens Memorial in Norway.

"While I see this every day, members of the staff and community very rarely get to see. Which is a team of compassionate and hardworking members of Integrated Information Services, that is willing to go above and beyond to help member hospitals deal with the biggest challenges they face. I truly believe that we would not have been able to restore critical computer systems on the same day as disaster struck.”

For more information, go to memorialhospitalnh.org.

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