MOH apologises for 'preventable lapse' leading to 9.5-hour public healthcare IT outage - Mothership
The incident led to the rescheduling of around 4,000 outpatient appointments, with patients experiencing delays of up to two hours.
The nine-and-a-half-hour public healthcare service disruption on Oct. 13, 2026 was caused by a "preventable lapse", said Senior Minister of State for Health Tan Kiat How said in parliament on Nov. 3.
Tan said "we apologise" and added that a required security update by a contracted service provider caused the lapse, not a cyber attack.
"The cause was a required safety update to a shared domain name system or DNS service that was not completed before a scheduled global change."
Services affected by the outage include appointment bookings, visitor registration, medication dispensing and billing, noted Tan.
The incident led to the rescheduling of around 4,000 outpatient appointments, with patients experiencing delays of up to two hours.
Mothership had previously reported that all three public healthcare clusters, NHG Health, National University Health System and SingHealth, were affected.
Synapxe, Singapore's HealthTech agency, had contracted a service provider to manage the update, but it was not carried out, stated Tan.
Tan said Synapxe, which "remains accountable for the resilience of its critical systems", is reviewing the provider's contractual obligations and will take appropriate action.
"Synapse is strengthening monitoring and fault diagnosis to enable faster recovery."
Public healthcare systems have backup infrastructure, including two data centres; however, both depended on the same DNS service and security configuration, stated Tan.
Downtime procedures were activated in the healthcare institutions, with additional staff supporting operations using selected read-only patient records and manual workflows, added Tan.
"No adverse patient safety incidents were attributed to the disruption."
An expert panel has also been appointed by Synapxe to review the investigation findings and proposed remediation measures and identify further improvements.
Tan concluded: "We must make our technology more reliable while ensuring healthcare workers can continue caring for patients safely, even when technology fails."
