What Every Veterinary Practice Team Member Must Do in a Cyber Crisis

When a cyberattack strikes a veterinarypractice, the damage can unfold quickly. A ransomware attack can freeze accessto medical records mid-surgery. A phishing email can hand over sensitive clientpayment details to criminals in minutes. Even a simple malware attack can grindscheduling software to a halt, leaving teams unable to track appointments orbill patients. These threats are not theoretical. They have already struckmedical and veterinary practices across the country, leaving staff scramblingin the middle of patient care.

Veterinary practices are particularlyvulnerable. Unlike hospitals with established cybersecurity protocols, manyveterinary teams operate with minimal defenses and limited training on how torespond when an incident occurs. Staff members often assume that cybersecurityis the responsibility of IT providers, not realizing that their own actions inthe first hours of a breach can determine how much data is saved, how quicklysystems recover, and how deeply trust with clients is damaged. The reality isthat most veterinary practices are unprepared for the moment a real-time cybercrisis unfolds.

Whether the problem is a ransomwaredemand, a compromised email account, or a suspicious system shutdown, knowingwhat to do in the first moments is critical. Here is what every team membermust know and do when facing a cyber crisis.

Immediate Actions EveryTeam Member Should Take

When a cyberattack is unfolding, speedand clarity of action can make the difference between containment andcatastrophe. Every team member, from veterinarians to front-desk staff, has arole to play. The key is to act methodically and avoid panic.

1. Isolate the affected systems immediately: If a computer displays signs of infection or compromise, such as unusual pop-up messages, files becoming inaccessible, or unexpected shutdowns, disconnect it from the internet and internal networks right away. This helps contain the spread of ransomware, malware, or other malicious activity.    
2. Do not attempt to pay ransom or engage attackers: Veterinary staff should never respond directly to ransom demands or suspicious emails. These communications must be escalated to the practice owner or designated security lead. Paying ransom not only encourages further attacks but also does not guarantee that access to data will be restored.
   
3. Notify the designated incident response lead: Every veterinary practice should have at least one team membertrained to act as the point of contact during cyber emergencies. Once an issue is detected, staff should notify this person immediately, providing     clear details of what they observed and when.        
4. Avoid using compromised systems: Staff should not attempt to continue working on a system that appears infected or tampered with. Instead, shift operations to unaffected systems or temporarily revert to manual processes such as pen-and-paper note-taking.    
5. Preserve evidence for investigation: Without altering or deleting suspicious files, staff should take note of any error messages, ransom notes, or unusual behavior observed. This evidence will be crucial for cybersecurity experts or law enforcement to investigate the breach and prevent recurrence.
   
6. Communicate with the  team clearly and calmly: Panic can escalate  mistakes. Team leaders should provide concise updates to staff, explaining what systems are affected and what steps are being taken. Clear communication prevents misinformation and ensures everyone works in sync.

Supporting Recovery and Protecting Clients

After the immediate threat has beencontained, veterinary teams must turn their attention to recovery and clientcommunication. This stage is where the long-term reputation and trust of thepractice are preserved.

1. Activate backup systems and records: If the practice has secure backups in place, now is the time to use them. Staff should assist in verifying the integrity of backup data and restoring access to critical records, such as patient histories, appointment schedules, and billing information.    
2. Support external cybersecurity experts: Most veterinary practices will rely on outside IT providers or cybersecurity specialists to conduct forensics and remediation. Staff can aid this process by providing detailed accounts of what happened, sharing     evidence, and cooperating with recommended security protocols.
   
3. Protect client trust through timely updates: If client data has potentially been exposed, the practice should notify affected individuals as soon as possible, following applicable legal and ethical guidelines. Staff should be prepared to handle phone     calls, emails, and questions with professionalism and empathy.      
4. Implement temporary security practices: During recovery, staff may be asked to follow temporary security rules, such as using personal devices only on guest networks or logging into alternative systems. Following these instructions diligently prevents     further compromise.
   
5. Reinforce vigilance against ongoing threats: Cybercriminals often attempt follow-up attacks during the recovery period. Staff should be alert to suspicious emails, unusual  system requests, or client inquiries that appear out of place. Reporting anything unusual right away ensures the team stays ahead of attackers.
   
6. Participate in post-incident review: Once systems are restored,  staff should join a debrief session to discuss what happened, how they responded, and what can be improved for the future. These reviews transform a crisis into a learning opportunity, strengthening the  practice’s resilience.
   

Put simply, a cyber crisis in aveterinary practice is not just a technical issue. It directly impacts patientcare, disrupts day-to-day operations, and can erode the trust of pet owners whorely on the practice for critical services. The good news is that every staffmember, regardless of technical expertise, has a meaningful role to play inboth containment and recovery. By knowing what to do when systems fail andacting quickly and calmly, veterinary teams can reduce the damage and return toserving patients with confidence.

Cybersecurity threats are not going away.In fact, they are becoming more sophisticated and more common. Veterinarypractices that prepare their staff for the realities of a cyber crisis are notjust protecting data. They are protecting patients, clients, and the future oftheir business.