Hero App - Notice history

This issue has now been resolved.

Booking and cancellation outage (28 April)

Bookings and cancellations made through the EMIS-led path were intermittently failing causing a number of bookings to be illegitimately cancelled, with some practices also seeing diary dropouts. Resolved on the afternoon of 28 April after deploying a fix and refreshing availability data.

Duplicate appointments (29 to 30 April)

Some clinicians saw duplicate appointments in their diary as a knock-on from the 28 April recovery. We stopped further duplicates being created on the morning of 29 April, cleared the bulk by end of day, and processed the remainder into 30 April.

What was affected

• Appointment communications were not sending successfully

• Some messages that appeared to be queued were sent but not recorded against the relevant records

• Patient authentication was failing for some users, including those using booking links and the private flow

What we did

Our team identified the affected services and pushed out a fix. Services have been restored and we are monitoring to confirm everything is operating as expected.

We implemented a fix and are currently monitoring the results.

This incident has been resolved and are seeing evidence the that system is back at acceptable performance level.

We are continuing to investigate the cause of the issue that occurred on Friday evening. Currently the system performance is stable but we will be monitoring for any changes in the system during our investigation period.

We have identified and resolved the root cause of this morning's performance issues. Under high load, a backlog of conflicting operations caused a cascading slowdown across the app. A fix has been deployed and the service is performing normally. Booking accuracy was not affected.

Performance is improving but has not yet fully returned to normal. We are confirming the root cause and will share further updates shortly.