Patient FAQs

Frequently asked questions (FAQs) for patients

Am I impacted?

If you have ever been a patient of Quantum, and provided any personal or health information to Quantum, then you may have been impacted by this incident.

What has changed since Quantum first disclosed the cyber incident? 

We have been working urgently to investigate this cyber incident but as you can appreciate, this has been complex and required specialist review and investigation. We needed to complete these investigations to fully understand the nature of the incident and the extent of personal information accessed by the unauthorised third party.

Will I receive a direct notification?

Our IT systems were encrypted during the cyber incident and as a result we have not been able to contact patients directly. We are in the process of determining whether we can do so as recovery progresses, and if we are able to we will contact relevant individuals directly if they need to take further action. We will update the cyber incident notice page on our website with any news or developments.

Has my information been compromised?

The personal information you provided to Quantum and your health information held by Quantum may be compromised.

However, at this point in time we are not aware of any evidence to suggest that any of Quantum’s or our patients’ information has been published online. We are conducting regular monitoring and will update the cyber incident notice page on our website if this situation changes.

We can confirm that Quantum does not collect or store credit card data.

Have you reported the incident to authorities?

We have notified and are working closely with the government and relevant authorities, including the Australian Cyber Security Centre, the Office of the Australian Information Commissioner, the Australian Tax Office as well as NSW and Commonwealth Government bodies. We have also notified law enforcement. We will continue to keep the government and relevant authorities appropriately updated and continue to work with the NSW Government and the Commonwealth Cyber Security Response Coordination Unit.

I can’t remember if I’ve ever had a scan at Quantum. Can you confirm?

If you are unsure, please contact our cyber incident support centre on 1300 059 750

Were my Medicare details compromised?

If you have been a patient of Quantum, your Medicare details may have been impacted by this incident.  This includes: Medicare numbers including individual reference numbers and expiry dates, however, Quantum does not store copies of Medicare cards.

In some cases, we believe patients may need to replace their cards. We are working to determine which patients require replacement cards and intend to contact them directly if we can confirm this. We will update the cyber incident notice page on our website if this situation changes.

Were my Veterans Affairs details compromised?

If you have been a patient of Quantum and have provided your Veteran Affairs details, your personal information may have been impacted.

In some cases, we believe patients may need to replace their cards. We are working to determine which patients require replacement cards and intend to contact them directly if we can confirm this. We will update the cyber incident notice page on our website if this situation changes.

I am concerned about the security of my Centrelink account. What should I do?

As a patient you would not have been asked to provide Quantum with your Centrelink Reference Number (CRN). There are no further steps you need to take with regard to your Centrelink account.

What steps can I take to protect myself online?

We encourage you to take these precautions to protect your personal information:

  • Remain alert to any suspicious email, SMS or telephone communications that are disguised to look like they come from someone you know or trust, including Quantum Radiology.
  • Verify the legitimacy of communications by authenticating the sender. Do not respond to the suspicious communication but rather contact the person separately via their usual means of communication to verify the legitimacy of the communication.
  • Do not open links that look suspicious and be alert to phishing scams. This could include scams that target you through post or email. Phishing scams are attempts by scammers to trick people into providing their personal information, passwords, credit card numbers and/or sensitive personal information.
  • You can find further information about online safety, cyber security and helpful tips at: cyber.gov.au/protect-yourself

If you have further questions or concerns, please contact our cyber incident support centre on 1300 059 750

Why does Quantum have my information?

Like any other healthcare organisation, we collect personal information where it is necessary for our functions and activities, and we are required to retain certain information for certain periods of time depending on the nature of the data involved.

Is My Health Record information impacted by this incident?

No. We can confirm that any information connected to My Health Record is not impacted by this incident.

What steps have you taken to ensure the security of your IT systems?

We are rebuilding our systems so that they are stronger and more secure, but we cannot provide specific details about our security as this is sensitive information.

When do you plan to re-open?

Quantum Radiology will re-open to all patients from Monday 18th December 2023.

Why is the Quantum online app not working?

Our online app ‘My X-Rays’ is currently not available because of the cyber incident.  We are working to have it operational as soon as possible.

I need to get my images, how can I obtain them?

Please call the closest Quantum facility they can assist.

Can you tell me if my data has been posted on the dark web?

At this point in time, we are not aware of any evidence to suggest that any of Quantum’s or our patients’ information has been published online, or on the dark web. We are conducting regular monitoring and will update our website notice if this situation were to change. We will update the cyber incident notice page on our website with any news or developments.

How will you keep me updated?

We will update the cyber incident notice page on our website with any news or developments.

Reach out for support

If you have further questions or are feeling concerned about this incident, our cyber incident support centre is here to provide guidance and support on 1300 059 750.