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Luscii Integrations - Operational
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Customer portal
Notice history
Dec 2024
- ResolvedResolved
The fix for ‘ghost alerts’ has been successfully implemented. Patients with ghost alerts are no longer displayed in the overview.
Please note:
• The number with the open “Alerts” at the top in 'Home' may occasionally be 1 or 2 higher than those visible in the dashboard. These are hidden ghost alerts and can be ignored.
• Our team will automatically close these hidden ghost alerts within 1 to 2 working days.
If you have any questions, please contact support@luscii.com.
- IdentifiedIdentified
Unfortunately, ‘ghost alerts’ have reappeared. While they pose no risk, they can cause confusion for healthcare providers. We value quality highly and find it very unfortunate that this is happening. Our apologies for this. Our team is working on a new fix to resolve this issue permanently.
No action is required from healthcare providers regarding these ghost alerts. They are identifiable by the dash (-) next to the number of open alerts.
- ResolvedResolved
We have successfully archived the old ghost-alerts in the system. The issue has been resolved, and healthcare providers can now work without disruption.
If you have any questions, please contact support@luscii.com.
- InvestigatingInvestigating
Situation:
In the new 'Home dashboard, some organizations see patients listed without active alerts. This is caused by old “ghost alerts”— that linger in the system even though they have been correctly resolved.
Complication:
These alerts should not be visible. While they pose no risk, they can cause confusion for healthcare providers and lead to unnecessary checks.
Explanation of ghost alerts:
In the clinical engine, an alert is created and sent to Vitals for review by a healthcare provider. Typically, once the provider processes the alert, it should be closed. However, on rare occasions, the alert doesn’t close properly in Vitals after the actions are completed. This results in a “ghost alert”—a resolved alert that still lingers in the system, while it shouldn’t be visible anymore. Ghost alerts are easy to identify: instead of a number in the circle next to the patient’s name, there is a dash (-).
Resolution:
Our developers are working on a solution to permanently remove these old ghost alerts from the system. For now, we kindly ask users to wait for the implementation of this fix.
Nov 2024
No notices reported this month
Oct 2024
- ResolvedResolvedThis incident has been resolved.
- UpdateUpdate
The queue has now been processed. We are closely monitoring the situation and will conduct a post-mortem to evaluate the root cause and response. Once completed, we will publish our findings for transparency.
Please monitor our status page for further updates. For questions, contact us at support@luscii.com.
- MonitoringMonitoring
Half of the alerts in the queue have now been processed. We kindly ask users to refrain from making exports for the time being. We are currently receiving a large number of export requests, which is significantly slowing down the processing of alerts.
- IdentifiedIdentified
The root cause of the issue has been identified, and we have stopped the process causing it. The alerts in the queue are now being processed.
- InvestigatingInvestigating
We have identified an issue where alerts are not being forwarded to the application and are instead queued since this morning. Measurements are being received correctly. Resolving this incident is our top priority, and we are actively working on a fix.
Status:
Root cause analysis is underway.
Work is in progress.
Please monitor this status page for further updates. For questions, contact us at support@luscii.com.
- ResolvedResolved
The issue with the Chipsoft HiX integration has been resolved. No new problems have been identified.
- MonitoringMonitoring
The issue has been resolved. Chipsoft indicates that patients registered today via the viewer need to be re-linked. Luscii can unfortunately not take any action on this matter, so this requires action from the healthcare providers.
We are currently doing an extra check if the alerts have come through in HiX correctly. Where necessary, we will try to resend the alerts. However, if an alert has already been closed in the web version, we cannot resend it to the integration.
For further questions, please contact support@luscii.com
- UpdateUpdate
Chipsoft is currently working to resolve the issue preventing the HiX viewer from opening due to a certificate error. Our developers are closely monitoring the situation and providing support as needed.
- IdentifiedIdentified
Several hospitals are currently experiencing issues with opening the viewer in the HiX integration. The issue seems to be caused by a certificate that isn’t functioning correctly. Our developers have contacted Chipsoft to resolve this.
Action for healthcare providers: Notifications remain accessible through the web application.
If your organisation uses this integration and hasn’t reported this issue yet, please contact us via email or through our ticket portal.
We will publish an InStatus update once more information is available.
For further questions, please contact support@luscii.com.
- IdentifiedIdentified
Our developers are working on a solution for the bug. Unfortunately, the first attempt did not pass testing. Resolving this bug is technically complex. We will share an update as soon as the new solution passes testing and is published.
- ResolvedResolved
The issue where actions from workflows did not appear in the healthcare provider’s patient schedule has been resolved! Please note: it is currently not possible to delete actions originating from workflows.
For any questions, contact support@luscii.com
- IdentifiedIdentified
There is an issue where a patient performs a measurement that triggers a workflow to schedule an action. Although the action appears correctly to the patient, it is not shown in the healthcare provider’s patient schedule. This is a visual issue; the functionality is working correctly otherwise.
We are reporting this as a priority 4 issue via InStatus because Support has received several tickets about it. We do not send email notifications for priority 4 issues to avoid spamming.
Please contact support@luscii.com for further questions.
- ResolvedResolvedThis incident has been resolved.
- UpdateUpdate
Occasionally, an automatic protocol switch does not go smoothly. We make manual adjustments when necessary, including outside working hours. Our developers are working on a permanent solution.
- MonitoringMonitoring
We contacted all organizations of the affected patients by the end of the afternoon. An initial fix has been implemented in the system this evening. We continue to monitor the situation closely and will apply manual corrections if necessary.
- IdentifiedIdentified
Unfortunately, we have seen that the issue has occurred more frequently. Protocol switches via alert workflows or schedules occasionally fail, affecting 0.25% of the total active patient population.
• We have classified the problem as a priority 2 critical issue.
• We will send the list of patients with the relevant protocol switches.
• If desired, we can assist with the correction. Please let us know if, and for which patients, we can still perform the switch (either at the time the switch should have occurred or now).
For further questions, please contact support@luscii.com.
- InvestigatingInvestigating
Engels: We are currently investigating a potential issue where automatic protocol changes based on protocol schedules did not occur for two protocols. We have manually transferred the patients and informed the relevant customers. Our developers are investigating the scope and root cause of the problem. Since we do not yet have a clear understanding of the scope, we are unable to fully triage the issue.
Action for healthcare providers: We kindly ask for your patience while we work to get a clearer view of the situation.
For further questions, please contact support@luscii.co.uk
- ResolvedResolved
The issue where unfilled moments were not visible to patients has been resolved. The solution has been released to the production environment.
- IdentifiedIdentified
• The fix has been created by our developers and will be thoroughly tested today.
• If the tests are successful, the solution will be deployed to the production environment.
• This is a backend fix, meaning we can release the solution without a new app release.
- InvestigatingInvestigating
We have identified an issue affecting the mobile application on both iOS and Android, regardless of the version. Normally, patients see their important moments at the bottom of the ‘Home’ section, but these are not always displayed now.
• Unfilled moments are not visible to patients.
• Patients cannot fill in moments (because the moment is not visible).
• Moments become visible to patients once filled in by a healthcare provider.
• This is a visual issue only; the functionality of the moments remains unaffected.
Workaround: Advise healthcare providers to manually fill in the moment for schedules relying on patient-filled moments.
For further questions, please contact support@luscii.com.