Hero App - Notice history

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.

What happened: Between 8.20am and 9.00am this morning, you may have experienced difficulty accessing Hero Health or received error messages. This was caused by our database being overwhelmed by high volumes of background data processing.

Resolution: Our technical team identified the source of the overload and took immediate action to resolve it. Full system access was restored at 9.10am, and we've been monitoring performance closely since then to ensure stability.

Next steps: We will plan additional safeguards to prevent similar issues from occurring in the future, including optimising our data processing schedules and removing unnecessary background tasks.

Our team has determined that this morning's outage was caused by an unusually high volume of data processing activities occurring simultaneously. This created a backlog that temporarily overwhelmed our database, preventing users from accessing the system.

The issue has been resolved and normal service has been restored.