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

AWS CloudFront

AWS EC2

AWS Route 53

AWS S3

Amazon Web Services

New Relic

Okta

Twilio

Zoom

Scheduled Maintenance

Fax system planned downtimeTemporarily Disabled

Schedule

April 28, 2024 5:30AM - 7:30AM PDT

Components

Fax service

Description

Our fax vendor is performing a planned disaster recovery test on Sunday April 28 between 5:30 and 7:30 AM PDT. During this time you will not be able to send or receive faxes on Elation. Faxes you send outbound will be rejected. Faxes that are sent inbound to your practice will not be received, and will need to be resent by the sender after the maintenance period has ended. We apologize for the disruption.

History (Last 15 days)

Inbound fax ingestion delaysPartial Service Disruption

Incident Status

Partial Service Disruption


Components

Fax service




April 25, 2024 11:20AM PDT
[Investigating] We are aware of delays with inbound fax processing and our team is investigating.

April 25, 2024 11:58AM PDT
[Resolved] This issue has been resolved. Inbound faxes are processing normally at this time
Fax system planned downtimeTemporarily Disabled

Description

Our fax vendor is performing a planned disaster recovery test on Sunday April 21 between 5:30 AM and 7:30 AM PDT. During this time you will not be able to send or receive faxes on Elation. Faxes you send outbound will be rejected. Faxes that are sent inbound to your practice will not be received, and will need to be resent by the sender after the maintenance period has ended. Please take note that the vendor will perform a second disaster recovery test event on Sunday April 28 from 5:30 to 7:30 AM PDT, with similar impact. See the maintenance message relating to that event for more information. We apologize for the disruption.


Components

Fax service



Schedule

April 21, 2024 5:30AM - April 21, 2024 7:30AM PDT


April 21, 2024 5:30AM PDT
[Update] Scheduled maintenance is starting.

April 21, 2024 7:30AM PDT
[Update] Scheduled maintenance has ended.
Elevated LatencyOperational

Incident Status

Operational


Components

Web application, Passport web application, Background workers, API Webhooks




April 19, 2024 8:33AM PDT
[Investigating] For a period of about 30 minutes, Elation saw elevated latency across the EHR. The issue was detected by our automated alerting system. The team immediately began investigating and quickly identified and remediated the problem.

April 19, 2024 9:03AM PDT
[Resolved] The issue was caused by an internal caching component from our API exerting pressure on the general cache performance across the EHR. We are investigating a long-term resolution that will prevent this from occurring again.