Business Continuity Plan & Downtime Protocol
Klinik Kesihatan Bandar Maharani (KKBM) operates on a fully digitalized service model using Cloud-Based Clinic Management System (CCMS), Pharmacy Information System (PhIS) and other integrated systems.
To ensure uninterrupted patient care, a Business Continuity Plan (BCP) is activated when any critical system is inaccessible due to network failures, hardware issues, software breakdowns or external disruptions.
BCP focuses on ensuring:
- Safe and continuous patient services, even when systems are down.
- Accurate recovery and documentation once the system is restored.
- Compliance with ISO 27001 , DKICT-V5,
BCP JKNJ Guidelines 2024and clinical governance standards.
This chapter outlines KKBM's downtime protocols, patient documentation strategies, and service-specific fallback procedures. BCP coverage are as follows:
- General Outpatient (OPD) — JPL
- Maternal & Child Health (MCH) — KKIA
- Fever Clinic
- NCD Clinic
- Procedure Room (Bilik 8)
- Wound Care Clinic (Bilik 9)
- Pharmacy & Laboratory
- Special Services: TB / Methadone / HIV-STD Clinic
- CCMS (SystmOne) downtime
- PhIS downtime
- QMS downtime
- Network failures or power disruptions
Triggers for BCP Activation
BCP is activated when any of the following occur, affecting clinical or pharmacy operations:
BCP Activation Thresholds
BCP Team Roles & Responsibilities
Primary BCP Leadership
BCP Manager
Dr Tn Mohd Azlan
MOIC
MA Hisyammudin bin Kasmat
Head, Medical Assistant
SR Yuslinda Jamalut
Head Unit, KKIA
Local ICT Support
Dr Fuad Jaafar
Facilitator, CCMS
PPK Shahrin Faizal
Coordinator, CCMS
Dr Tn Mohd Azlan, MA Rahman, SR Yuslinda
Clinic Supervisor / Appointed BCP Lead
- Oversee BCP activation & deactivation
- Coordinate clinic-wide announcements & staff mobilization
- Lead BCP reporting & submission to management
- Liaise with JKN/MOH on service status
Dr Fuad, PPK Faizal, En Siva (ICT PKD Muar)
Clinic ICT Coordinator / Appointed Technical Contact
- Perform first-level technical checks (network, devices, power)
- Document findings for escalation via Muar ICT Helpdesk App
- Liaise with BKAD / CCMS / PhIS Support Teams
- Provide technical updates to BCP Manager
Unit BCP Coordinators & Support Roles
Unit BCP Coordinators
Abdul Malek Hasbullah
Registration Staff
PPK Nur Amey Idayu
Coordinator, PPK
MA Hisyammudin bin Kasmat
Head, Medical Assistant
MA Izzati Yunus
Coordinator, NCD
SR Yuslinda Jamalut
Head Unit, KKIA
PF Ray Lau Li Rui
Coordinator, TB & Methadone Clinic
MLT Haizurah
Head Unit, Lab
Appointed representatives for each unit as above
- Activate manual workflows at unit level
- Guide staff on fallback documentation
- Ensure manual records are completed & submitted for re-entry
Existing coordinator from each unit
- Assist with manual patient record handling
- Support data re-entry into CCMS/PhIS after system recovery
- Participate in post-downtime review
BKAD ICT Support Team / Official System Vendor
- Provide technical resolution for system-level issues
- Confirm system recovery to the clinic team
- Support escalation management
Communication During Downtime
Internal communication during BCP activation is conducted through:
- Verbal announcements — BCP Manager or unit coordinators inform staff directly
- WhatsApp group — official clinic operations group for rapid updates
- Phone calls — direct contact for urgent coordination
Staff should acknowledge receipt of BCP activation and confirm their unit's status promptly.