Last month, we chronicled Bluewater Health's operational response to its 2023 cyberattack. This month, we're taking a closer look at the cultural foundation that helped staff, physicians, and leaders rise to the challenge with resilience and teamwork.
When a cyberattack hit Bluewater Health in the fall of 2023, it was not just technology that was put to the test—it was the culture, resilience, and collaborative spirit of the entire organization. While systems went dark and processes reverted to pen and paper, what emerged was a testament to the strength of a hospital community united by a shared commitment to kindness, engagement and trust.
In a matter of hours, 2,000 staff and physicians adapted to paper-based documentation and found innovative ways to maintain continuity of care. What no one anticipated was that these interim measures would last for months. Yet, thanks to the robust culture deliberately cultivated over nearly a decade, the team at Bluewater Health delivered unwavering, high-quality patient care in the face of unprecedented challenges.
A Culture Built on Kindness
The ability to persevere through adversity did not happen by chance. Bluewater Health has prioritized the connection between employee engagement, patient outcomes, and organizational success. Central to this strategy, has been fostering a Culture of Kindness—a deliberate effort to encourage mutual support, recognize achievements, and cultivate trust.
This cultural shift transformed the organization. In less than two years, surveys revealed a significant boost in employee perceptions of Bluewater Health as a positive workplace. Leaders and staff alike embraced stress reduction and collaboration, creating an environment where challenges were met with empathy and shared problem-solving.
Rising Together in Crisis
When the cyberattack struck, Bluewater Health leaders took action to reinforce its culture of kindness and collaboration. Although this was a highly technical crisis, human touch was still the most valuable part of keeping our team engaged and optimistic. Daily leadership huddles, already a cornerstone of hospital operations, expanded filling the auditorium with open, multidisciplinary discussions.
These meetings became a safe space for sharing obstacles and finding solutions. “They gave us a way to take the daily temperature of the organization," said Jane Mathews, Vice-President of Clinical Support Services and Chief Nursing Executive.
For President & CEO Paula Reaume-Zimmer, the huddles were “Critical for me to receive real-time information, provide reassurance, and ensure calm during the crisis. We leaned on each other for problem-solving—and for support."
The discussions were not just operational; they often felt therapeutic. Leaders adopted the mantra, “This too shall pass," as they navigated daily challenges.
Bluewater Health President & CEO, Paula Reaume-Zimmer, and former Board Chair, Margaret Dragan, engaging with hospital staff and leaders.
Medical directors were an important presence at those meetings, bringing physician perspectives on urgent issues, quality and patient safety. Multidisciplinary discussions resulted in timely solutions to address these needs.
Internally, the executive team and Board of Directors demonstrated exceptional unity. The board convened additional meetings to provide oversight and decision-making, while the leadership team leaned on one another for strength and accountability.
Connecting Through Communication
Can you remember back to when we communicated without digital tools? With the tools unavailable, communication required ingenuity and a return to the basics. Each department maintained a communications binder, updated daily with only essential messaging to ensure clarity and retention. Leaders did not stop at written updates—they prioritized face-to-face interactions.
The leadership team made rounding a priority, including during night shifts. “It's important for the CEO to show up at all hours to support staff. I wanted the team to know that they aren't facing these challenges alone," said Reaume-Zimmer. Rounding schedules were established to ensure that every shift was covered. “We had comments saying, 'it's nice that you're present.' Those personal connections cannot be replaced." Professional practice supervisors also provided critical guidance during overnight hours, to provide guidance when many other supports were not available.
A Legacy of Resilience and Compassion
The crisis demanded – and received – collaboration and commitment from staff, leaders and partners. Now, with hospital operations largely restored and the successful launch of a new hospital information system in November, Bluewater Health is closing a challenging chapter. Yet, the lessons from the cyberattack remain. The staff's ability to meet this crisis with resilience, resourcefulness, and compassion underscores the power of a culture rooted in kindness.
“Our team provided safe, high-quality care while approaching each other with empathy," says Reaume-Zimmer. “That's something we're incredibly proud of—and it's a beacon guiding us toward a bright future."
Bluewater Health's response to the cyberattack serves as a powerful reminder: when kindness is at the core, even the most formidable challenges can become opportunities for growth, collaboration, and innovation.