last year (March 2025-July 2025), Security Systems confirmed an unintended deletion of several access card records (381) related to a legacy system capacity issue. That issue was corrected in August 2025, and no further mass deletions have been identified since that time. We recognize, however, that the incident caused significant frustration and understandably affected confidence in the system. The current proximity card deactivations are related to expiring photo id’s of physicians. Proximity cards are connected to photo id’s, when a photo id expires, the associated proximity card is automatically deactivated.
We extended the proximity card deactivation date for anyone that’s photo id has or is expiring within the next 90 days until the end of August.
Other changes include:
We have updated our Intranet page to make it easier for physicians to know where to turn when they need help. The page will clearly advise that, for urgent access card or photo ID concerns, physicians can contact the Protection Services Dispatch team directly for real‑time assistance.
We are also adding clearer information to the “What do I need to do?” section for Medical Staff to help simplify expectations and reduce unnecessary back‑and‑forth. This will note that requests for new access cards must be accompanied by a photo ID request and will clearly outline the appropriate pathway for both hospital‑based and community‑based physicians.
In addition, Protection Services Dispatchers are being briefed to provide more hands‑on, real‑time support when physicians call. Where a physician’s identity is confirmed and an access card has been disabled due to photo ID expiry, Dispatch will temporarily reactivate the card for up to 30 days. This is intended to ensure physicians are not restricted from accessing clinical areas while they connect with Credentialing to complete their photo ID renewal.
We are also close to resolving an internal database issue, once corrected, physicians will get an automated e-mail 90 days prior to the photo id / proximity card expiry advising of the expiry date. Once the Photo id is renewed their proximity card will automatically get renewed for 5-years.