Hero App - Degraded performance on EHR sync – Incident details

All systems operational

Degraded performance on EHR sync

Resolved
Degraded performance
Started 14 days agoLasted 11 days

Affected

Integrations

Degraded performance from 9:33 AM to 11:33 AM, Operational from 9:33 AM to 11:48 AM, Degraded performance from 11:33 AM to 2:59 PM, Operational from 2:59 PM to 11:41 AM, Degraded performance from 11:41 AM to 4:27 PM

EMIS integration

Degraded performance from 9:33 AM to 2:59 PM, Operational from 2:59 PM to 11:41 AM, Degraded performance from 11:41 AM to 4:27 PM

SystmOne integration

Operational from 9:33 AM to 11:48 AM, Degraded performance from 11:48 AM to 2:59 PM, Operational from 2:59 PM to 11:41 AM, Degraded performance from 11:41 AM to 4:27 PM

Prescriptions integration

Operational from 9:33 AM to 11:41 AM, Degraded performance from 11:41 AM to 4:27 PM

Updates
  • Resolved
    Resolved

    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.

  • Investigating
    Investigating

    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

  • Resolved
    Resolved

    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.

  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Identified
    Identified

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

  • Investigating
    Investigating
    We are currently investigating this incident.