Key takeaways

  • RACGP Criterion C6.4 expects a business continuity and information recovery plan.
  • Plan for the likely failures: internet, clinical server or cloud software, power, and phones.
  • Keep the plan on paper too, because it has to work when the computers don't.

Standards update: the RACGP released the 6th edition of the Standards for general practices on 26 August 2026. Practices continue to be assessed against the 5th edition until transition arrangements are published, so references here are to the 5th edition. Many requirements carry over to the 6th edition, but they have been reorganised.

Know what you're planning for

  • Internet outage: cloud software, email, secure messaging and VoIP phones stop.
  • Server or software failure: appointment books and clinical records become unavailable.
  • Power outage: everything without backup power goes down, including nbn phones.
  • Cyber incident: systems may be deliberately taken offline to contain an attack.

Prepare in advance

  • A printed appointment list for the next day, produced each evening
  • Paper forms for consult notes, scripts and pathology requests
  • A backup internet connection, such as a 4G/5G failover router
  • UPS on servers and network gear, with automated shutdown
  • A cloud phone system that can ring staff mobiles
  • Printed contact list: IT provider, software vendor, internet provider

During the outage

  1. Call your IT provider and log the start time.
  2. Switch reception to the paper appointment list and divert phones if needed.
  3. Record everything on paper with date, time and clinician.
  4. Tell patients about any delays, and reschedule non-urgent appointments if the outage will be long.

Afterwards

Enter paper records into the clinical system as soon as it's back, and have each clinician check their entries. Then review what happened, what worked and what to change. Update the plan, and rehearse it once a year.

Common questions

What should a medical practice downtime plan include?

How to keep booking and seeing patients without the clinical system, how to contact your IT and software providers, backup internet and power arrangements, and how records are re-entered afterwards.

How often should we test our downtime plan?

At least annually, and after any major system change such as a move to cloud software.

Reviewed by Graham Graieg and Dane, Triad Networking Services. Graham and Dane look after IT, phones and security for Triad's medical and business clients across South East Queensland. Meet the team.

Sources

  1. RACGP, Criterion C6.4 – Information security
  2. ACMA, Emergency calls (power outages and nbn)
  3. EMPHN, RACGP releases Standards for general practices, 6th edition (8 September 2026)
  4. QPA, Preparing for the 6th edition (16 September 2026)

General information only, current as of 6 October 2026. It isn't legal or compliance advice for your specific situation.