Hero App - Notice history

This incident has been resolved.

We’ve recently made an improvement to our EMIS availability syncing to reduce unnecessary load and improve overall performance and stability. What this means for you:

• In most cases, you should see faster and more reliable availability syncing.

• As part of this change, we now sync a more focused set of appointment types/slot types, based on what’s needed for booking and availability.

What to look out for

• If you notice a specific appointment type/slot no longer syncing correctly/missing availability when it previously did, please let us know so we can check whether that slot type has been filtered out from being synced with EMIS unintentionally.

If something looks missing, please share:

• The appointment type/slot type

• When you last saw it working

We can then quickly review and, if needed, re-enable syncing for that slot type.

We implemented a fix and are currently monitoring the result. We’ve made a change to only sync a more focused set of appointment types/slot types, based on what we can see that you use for appointment booking, reminders, and invoicing.

We are confident that this change will have minimal impact on your usage of Hero, while significantly increasing the stability and performance of the software.

What to look out for: 

If you notice a specific appointment type/slot no longer syncing correctly/missing availability when it previously did, let us know via support@herohealth.net and we will check whether that slot type has been filtered out unintentionally.

We are receiving new reports of slow response times across areas of our EMIS integration that are effecting slot availability through patient online booking, admin online booking as well as patient search and EMIS medication retrieval.

We are increasing our server volumes to accommodate large EMIS requests being made across our product.

We have deployed significantly more server capacity to compensate for a sudden increase in response times we have seen from EMIS starting just after Christmas.

We have seen improvement across all internal metrics, but are aware there may still be issues at some practices with Hero availability not reflecting EMIS.