Luscii - Priority 1: Scheduled actions in schedules are not being executed – Incident details

We have now personally informed all affected organisations. The incident was caused by a technical change we made on 7 October. Because all delayed actions were executed at once after the fix, patients also received some scheduled messages later than planned, at a moment when the content no longer always matched their situation.

We have carried out a thorough internal review and defined improvement actions. We understand that this incident has affected your patients and care teams, and we sincerely apologise. We take this very seriously and are fully committed to preventing it from happening again. Thank you for your patience and for the valuable feedback you have shared with us.

We have collected all data on the affected patients. For each patient, we can see which programme and protocol they are in, when the workflow should have run and the total delay. For each workflow, we can also see what it should have done: send a message, or change programme, protocol or group. No workflow actions were lost. Due to an error they were queued, and they were all executed yesterday evening. Depending on the workflow, we ask you to assess which patients need additional action.

We understand the seriousness of this situation and apologise for the inconvenience. We are now starting to send the data to each organisation and will publish an update once this is complete.

The issue has been resolved. It concerned automatic protocol changes and patient status changes. Scheduled messages were sent as expected. All workflows that should have run during the affected period have now been processed. We have identified the patients for whom scheduled changes were delayed. Depending on the type of programme, an additional manual check may be needed for these patients. We will share advice on this tomorrow morning, followed later in the day by the details of the affected patients.