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Critical Services
WH’s Commitment to Members with Critical Medical Needs
Wright-Hennepin is committed to working with members who have certified medical needs that require electricity to operate life-sustaining medical equipment. Registering a critical services account helps WH better understand your needs and provide appropriate communication, particularly during planned or unplanned power outages.
Important Note:
A critical services designation does not guarantee uninterrupted electric service and does not prevent service disconnection for nonpayment. Power outages can occur due to weather, equipment failure, or other circumstances beyond WH’s control. Members who rely on electricity for medical needs are responsible for having backup power and an emergency plan in place.
What Is a Critical Services Account?
A critical services account applies to homes where a resident depends on electricity-powered medical equipment necessary to sustain life or avoid serious medical complications. Examples may include oxygen concentrators, ventilators, dialysis machines, or other medically necessary devices certified by a licensed medical professional.
A critical services designation:
- Offers reconnection or continuation of service to a member’s residence; however, if the member’s account is in arrears, the member must contact WH and enter into a payment agreement for those arrears
- Helps WH prioritize communication and awareness of medical needs
- Allows WH to share advance notice of planned outages when possible
- Supports restoration prioritization when conditions allow
A critical services designation does not:
- Guarantee uninterrupted electric service
- Exempt members from paying their electric bill
- Prevent disconnection if payment arrangements are not made and maintained
How to Register?
Step 1: Complete the Form
Download and complete the Critical Medical Needs form.
- Critical Services Physician Form (English)
- Critical Services Physician Form (Spanish)
- Critical Services Physician Form (Russian)
Step 2: Obtain Medical Verification
A licensed medical provider (e.g., licensed medical doctor, licensed physician assistant, advanced practice registered nurse, or registered nurse verifying the current diagnosis or prescriptions made by a licensed medical doctor) must verify the member’s need for electricity-powered medical equipment.
Step 3: Return Your Completed Form
Return the completed and verified form using the submission instructions provided. Certification done via phone is only acceptable if written certification follows within 5 business days.
Medical documentation may need to be renewed periodically to maintain critical services designation.
Member Responsibilities
Members enrolled in critical services play an essential role in ensuring their own safety. Members are responsible for:
Backup Power and Preparedness:
Maintaining reliable backup power for medically necessary equipment, such as battery systems or generators, and ensuring equipment is regularly tested and functional.
Emergency Planning:
Having a personal emergency plan that addresses prolonged outages, including access to medical care or relocation options if needed.
Account and Payment Management:
Registering as a critical services account does not eliminate the requirement to pay electric bills. Members must contact WH, enter into, and maintain a mutually acceptable payment arrangement to avoid disconnection.
Accurate Contact Information:
Keeping contact details current so WH can provide outage notifications and other important communications.
During a Power Outage
During an unplanned outage, WH will make reasonable efforts to restore power safely and efficiently. Restoration priorities depend on system conditions, safety considerations, and the nature of the outage.
Members with critical medical needs should:
- Monitor WH’s official outage updates and alerts
- Activate backup power systems immediately
- Follow their personal emergency plan
- Make alternative arrangements if backup power is insufficient for extended outages
For outage reporting, updates, and preparedness resources, visit the Outage Center.