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INC-1432 Reopened Patient Responses

An article containing information about incident 1432

Cam avatar
Written by Cam
Updated over 2 weeks ago

What happened

You may have received a notification on an old conversation in the Accurx inbox with the following message displayed.

"Important: due to a technical issue the patient's response may not have been visible when this conversation was marked as done. You are now able to view it above and action as necessary. This issue has now been resolved. We are sorry for the inconvenience."

We identified an extremely rare issue where a patient responded to a message sent to them but the response had not yet loaded in the inbox when the healthcare professional (HCP) looked at the message. In some cases this resulted in the HCP marking the message as done. This behaviour was identified following a user getting in touch with us and has impacted a very small number of messages (up to 0.004% of patient responses over the past 3 months).

What we did to fix it

We've now fixed this issue by preventing users from clicking the "Mark as Done" button until all items in a conversation have loaded.

What mitigations we have taken

To ensure no patient responses have been missed, we have reopened all conversations that we suspect have been impacted by this incident over the past 3 months. We encourage clinicians to review the conversations and take any necessary action required.

A conversation that I have already reviewed / actioned has been reopened

To act with caution, we have reopened conversations that have been marked as “done” while the patient response still has an “unread” status. This may include some conversations not affected by this issue, that have been previously read and actioned, but appear as “unread” at the point they were marked as “done”. This can happen if:

  • a user doesn’t scroll right to the end of a conversation before they mark it as “done” (although an individual may have actually read everything)

  • a conversation is marked as “done” from the central pane in the Accurx inbox

  • another team member (who is not assigned the message) reads and marks it as “done” on behalf of a colleague, for example, if a colleague is away

We apologise for any inconvenience and if you have any further questions please reach out to us at: support@accurx.com

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