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Transcription Update

Dear Providers,

We are pleased to share that Medical City Healthcare’s new dictation system is live and available for immediate use. Thank you for your patience during the recent dictation and transcription outage, which was caused by a global ransomware attack on our previous provider, Nuance Communications.

We understand that the outage caused a significant disruption to your workflow, and we have worked alongside our new partner, M*Modal, to minimize any further interruptions. Attached, please find facility-specific instructions.

Physicians dictating inside our facilities can continue to dial the same extension for dictation. However, providers calling in from outside our facilities will need to utilize the new toll-free numbers listed at the end of this message. Please save these facility-specific numbers for use going forward, as the transition to M*Modal is permanent and we will not be utilizing Nuance’s services in the future.

The top 5 work types for each facility are available in the new system, and the keypad controls are very similar. You may utilize your existing dictation ID; however, if you receive the message “Your login has failed,” please enter 9999# to use the generic login. To ensure your dictation is properly assigned in our systems, please clearly state the following elements:

  • Physician Last Name, First Name
  • Patient Last Name, First Name
  • Account Number

We have also posted user guides and information to for easy reference. IT&S support staff will be rounding in facilities during the transition, and of course, you can contact Physician Support at any time by calling (877) 422-2060.

Again, our thanks for your patience at this time. We regret that Nuance was unable to provide a solution in a more timely fashion, but we are looking forward to a smooth and expedient transition to our new vendor.


Leah Miller
Chief Information Officer
Medical City Healthcare

James Burrell, MD
Chief Medical Information Officer
Medical City Healthcare

Additional Information