Active Incident

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Change Healthcare OutagePartial Service Disruption

Incident Status

Partial Service Disruption

Components

Electronic prescription service, Real Time Eligibility



February 22, 2024 8:29AM PST
[Identified] Change Healthcare, a vendor used widely in the healthcare industry for retrieving insurance eligibility details, is experiencing an outage. As a result, we are seeing the following failures: * Elation's Real Time Eligibility lookups are failing * Claims to certain payers though Elation Billing are failing (refer to the Elation Billing application for more information) * eRx failures to pharmacies that use Change for eligibility lookups Change has reported that this outage is due to a cybersecurity incident. Our Security Team has reviewed our integration with Change and confirmed there is no security risk to Elation systems. We will continue to monitor this event very closely and provide updates as they are available to us.

February 22, 2024 10:29AM PST
[Identified] Change Healthcare has confirmed they expect this outage to last at least "through the day". Updates from Change can be found here directly: https://status.changehealthcare.com/incidents/hqpjz25fn3n7

February 22, 2024 1:23PM PST
[Identified] We are continuing to monitor the Change Healthcare service outage. No additional updates are available at this time

February 22, 2024 3:52PM PST
[Identified] We are continuing to monitor the Change Healthcare service outage. No additional updates are available at this time

February 23, 2024 6:41AM PST
[Identified] We are continuing to monitor the Change Healthcare service outage. No additional updates are available at this time

February 23, 2024 11:58AM PST
[Identified] We are continuing to closely monitor the Change Healthcare service outage. We have received no ETA for for service restoration and no additional updates are available at this time.

February 26, 2024 9:58AM PST
[Identified] We are continuing to monitor the situation as Change Healthcare works to restore service. There is no ETA for a resolution from Change at this time. Our ePrescribing partner, Surescripts, has updated their database of pharmacies to account for the impacts of the Change outage. If you receive an error message stating that the "receiving partner does not support this type of message" when attempting to electronically prescribe a controlled substance, that indicates the pharmacy in question is not able to support EPCS at this time. We recommend reaching out to the pharmacy to determine what, if any, workaround are available.

February 27, 2024 2:10PM PST
[Identified] We are continuing to closely monitor the Change Healthcare service outage. We have received no ETA for for service restoration and no additional updates are available at this time.

March 4, 2024 2:26PM PST
[Identified] Change Healthcare is continuing to recover from this security incident. They have set up a new copy of their electronic prescription service. Our eRx vendor has validated this service and begun to route traffic. We have confirmed that eRx error have returned to normal levels. We have not yet received an ETA for restoration of the RTE service.

Web application

Operational

Passport web application

Operational

Search functionality

Operational

Background workers

Operational

Fax service

Operational

API Webhooks

Operational

Electronic prescription service

Operational

SMS notification service

Operational

Lab integrations

Operational

Hosted Database

Operational

elationhealth.com

Operational

sandbox.elationemr.com

Operational

API Documentation

Operational

PMS Integrations

Operational

Telehealth - Zoom

Operational

Test Component

Operational

Elation Billing

Operational

Visit Notes

Operational

Diagnosis Codes

Operational

Patient Charts

Operational

Real Time Eligibility

Operational

FHIR Service

Operational

External Services

Scheduled Maintenance

Schedule

March 23, 2024 4:00PM - March 24, 2024 3:00AM PDT

Components

Lab integrations

Description

Quest Diagnostics will be performing scheduled system maintenance on Quest's result, order, demographic, and billing interface systems between 7PM (Eastern) on Saturday March 23, and 6AM Sunday March 24. There will be no outage during this maintenance.

History (Last 15 days)

Incident Status

Service Disruption


Components

Web application, Passport web application, Search functionality, Background workers, Fax service, API Webhooks, Electronic prescription service, SMS notification service, Lab integrations, Hosted Database, elationhealth.com, sandbox.elationemr.com, API Documentation, PMS Integrations, Telehealth - Zoom, Test Component, Elation Billing, Visit Notes, Diagnosis Codes, Patient Charts, Real Time Eligibility, FHIR Service





March 18, 2024 12:22PM PDT
[Investigating] We are currently working to restore app functionality

March 18, 2024 12:26PM PDT
[Identified] A fix for this issue is being deployed. We expect a brief period of poor performance as the infrastructure recovers.

March 18, 2024 12:29PM PDT
[Monitoring] Site performance appears normal at this time. We are continuing to monitor for any lasting impacts of this disruptions.

March 18, 2024 2:31PM PDT
[Resolved] This incident is considered resolved.

Incident Status

Service Disruption


Components

Electronic prescription service





March 14, 2024 5:09AM PDT
[Investigating] Users are reporting issues with the 2FA workflow for EPCS. Our team is investigating and we will provide further updates here as they are available.

March 14, 2024 6:46AM PDT
[Monitoring] MDToolbox has communicated that they believe this issue is resolved. We are working to verify that on our end and will continue monitoring the stability of the integration.

March 14, 2024 7:01AM PDT
[Identified] We have confirmed users are still experiencing issues with the MDTToolbox EPCS workflow. We are continuing to work with MDToolbox to verify the current state. At this time MDT is recommending closing all open browser windows and logging back in to reset the MDT session.

March 14, 2024 8:30AM PDT
[Identified] MDT has communicated that they are experiencing additional disruptions. We are waiting on an updated ETA for resolution.

March 14, 2024 9:22AM PDT
[Monitoring] MDToolbox has confirmed their service is online and functioning correctly at this time. We will continue to monitor for any further disruptions.

March 14, 2024 10:12AM PDT
[Monitoring] We are continuing to receive reports of issues with prescribing controlled substances. At this time it seems the guidance from MDT to close all open browser windows is resolving these cases, but we are continuing to monitor and investigate for any further distruptions.

March 18, 2024 9:30AM PDT
[Resolved]
FHIR Service MaintenanceTemporarily Disabled

Description

Elation's FHIR service will be down for maintenance on Wednesday, March 6th, from 7pm to 11pm PST. There will be no impact to the Elation EHR, Elation Billing, or the Passport Patient Portal.


Components

FHIR Service



Schedule

March 6, 2024 7:00PM - March 6, 2024 11:00PM PST



March 6, 2024 7:00PM PST
[Update] Scheduled maintenance is starting.

March 6, 2024 11:00PM PST
[Update] Scheduled maintenance is complete.