IMPORTANT UPDATE

NRS Healthcare is still dealing with a cyber security incident and sincerely apologises to those affected. All our service centre phonelines are now operational, including our Out of Hours lines which were unaffected throughout, so service users can contact NRS Healthcare using the number on their equipment.

We thank you for your ongoing patience and support while we continue to operate our manual process, which may lead to longer wait times. We have been in frequent contact with commissioners and prescribers, and specialist teams are working around the clock to restore full functionality safely and swiftly. 

From the outset we developed manual workarounds to enable the delivery and collection of equipment for service users in the community. All service centres are operational and clinical teams are present to support managing risk, safeguarding and product identification.

Contacting Us

Service users:  All service centres can be contacted on the number on your equipment.

Urgent enquiries: Contact your prescriber in the first instance or email urgent@nrshealthcare.co.uk with the following details:

• In the email SUBJECT headline: your council/local authority name
• In the body of your email: your name, contact number and request

Press enquiries ONLY: nrs@secnewgate.co.uk

Frequently Asked Questions

NRS Healthcare continues to deal with a cyber security incident. We are truly sorry for the inconvenience that this has inevitably caused and we thank you for your ongoing patience and support while we operate our manual process.

On identifying the cyber security incident, all systems were immediately taken offline and our business continuity plan was implemented, including appointing external specialists to help us understand the extent and impact of the issue. We complied with our regulatory obligations including notifying the ICO. We are working to fully restore all our services and progress is being reported regularly to commissioners and prescribers. Important updates are being made via our website and social media channels.

The frequency and intensity of these cyber incidents is constantly increasing. NRS Healthcare takes the protection of its systems and data very seriously but despite professional security precautions, they cannot always be prevented.

All service centre phonelines are back up and running, and can be contacted by service users. Orders are being taken using a temporary manual workaround system. All service centres are now operational and our clinical teams are present in our service centres to support managing risk, safeguarding and product identification. 

Service users: All service centres can be contacted on the number on your equipment.

Urgent enquiries: Contact your prescriber in the first instance or email urgent@nrshealthcare.co.uk with the following details:

• In the email SUBJECT headline: your council/local authority name
• In the body of your email: your name, contact number and request

We are extremely sorry and thank you for your patience and understanding at this time. 

This page was last updated at 17:00 on 12 April 2024.