Hero App - Degraded performance on EHR sync – Incident details

Some customers experienced slower response times and reduced availability when using EMIS-connected features.

The issue has now been resolved and response times have returned to normal. We’ll continue to monitor closely to ensure ongoing stability.

We are aware that the EMIS sync is currently slower than usual. The team are working on understanding the root of the issue.

Impact

• All EHR-dependent functionality is slower than usual:

  • Requests to the EHR that used to take 0.5–1s are now 2–4s

  • Availability calls that used to take 30s are now 3–4 minutes

• Patients and practices will experience:

  • Slower search

  • Delays retrieving medications, availability and appointments

  • Missing or reduced slot availability

  • General sluggishness everywhere involving EHR sync

This incident has been resolved. The team monitored the EHR integration performance, adjusted the sync schedule, and worked to restore EHR availability while avoiding overloading our EHR integration service.

We’ve identified the root cause and are working to return service levels back to normal.