The vendor, PWNHealth, notified Grail on May 19 that an “inaccurate form letter” had been sent to roughly 400 customers from May 10 to May 18, Grail said in its statement. The inaccurate messages were reported by The Financial Times.
After Grail was notified about the problem, it contacted the affected customers by phone and email, the company said. “No patient health information has been disclosed or breached due to this issue, and no patient harm or adverse events have been reported,” it said.
PWNHealth said in an emailed statement that, after it learned about the problem, it found that a system used to send template messages to people had a “misconfiguration.” The company did not specify how it learned about the issue.
“We addressed the underlying problem within an hour of becoming aware of it and have implemented additional processes to ensure it does not happen again,” the company said. “In partnership with Grail, we started contacting impacted individuals within 36 hours.”
The test result letters were erroneously sent out amid a regulatory battle between the United States and Grail’s parent company, Illumina, the leading maker of gene-sequencing machines. Illumina acquired Grail in August 2021.