Net Health StatusPage Status

Net Health StatusPage

Update - We are continuing to investigate this issue.
Apr 26, 2024 - 15:38 EDT

Update - We are continuing to investigate this issue.
Apr 25, 2024 - 18:06 EDT

Investigating - We are currently investigating some users continuing to have issues with Batch Printing latency. We are working to identify and resolve the issue as quickly as possible and thank you for your patience.

Thank you,
The Net Health Team
Apr 25, 2024 - 11:39 EDT

Monitoring - A fix has been implemented and we are monitoring the results.
Apr 24, 2024 - 19:55 EDT

Identified - The issue has been identified and a fix is being implemented.
Apr 24, 2024 - 11:10 EDT

Update - We are continuing to investigate this issue.
Apr 23, 2024 - 15:53 EDT

Update - We are continuing to investigate this issue.
Apr 23, 2024 - 13:46 EDT

Investigating - We are aware of issues regarding the Batch Print Utility (slow loading, incomplete information loads) and are currently working to resolve the issue.
We appreciate your patience.

Thank you,
Net Health Team
Apr 23, 2024 - 13:28 EDT

Latency in Billing Module

Update - We are continuing to work on a fix for this issue.
Apr 26, 2024 - 15:38 EDT

Update - We are continuing to work on a fix for this issue.
Apr 25, 2024 - 18:10 EDT

Update - We are continuing to work on a fix for this issue.
Apr 25, 2024 - 13:23 EDT

Update - We are continuing to work on a fix for this issue.
Apr 24, 2024 - 19:55 EDT

Update - We are continuing to work on a fix for this issue.
Apr 24, 2024 - 15:28 EDT

Update - We are continuing to work on a fix for this issue.
Apr 24, 2024 - 11:10 EDT

Update - We are continuing to work on a fix for this issue.
Apr 23, 2024 - 15:26 EDT

Update - We are continuing to work on a fix for this issue.
Apr 23, 2024 - 08:13 EDT

Update - We are continuing to work on a fix for this issue.
Apr 22, 2024 - 14:26 EDT

Update - Work continues to be done on the Server and Database side to address the Billing module performance issues, and we are continuing to investigate the issue.
Apr 22, 2024 - 10:24 EDT

Identified - The issue has been identified and a fix is being implemented.
Apr 19, 2024 - 13:33 EDT

Update - We are continuing to investigate this issue.
Apr 19, 2024 - 09:40 EDT

Update - We are continuing to investigate this issue.
Apr 18, 2024 - 13:14 EDT

Update - We are continuing to investigate this issue.
Apr 18, 2024 - 08:25 EDT

Update - We are continuing to investigate this issue. We thank you for your patience and apologize for the inconvenience.
Apr 17, 2024 - 07:41 EDT

Update - We are continuing to investigate this issue.
Apr 16, 2024 - 16:09 EDT

Update - We are continuing to investigate this issue.
Apr 16, 2024 - 10:28 EDT

Update - We are continuing to investigate this issue.
Apr 16, 2024 - 08:01 EDT

Investigating - We are aware some clients are experiencing latency within the Billing Module.

We are working as quickly as possible to resolve the issue and appreciate your patience.
Apr 15, 2024 - 12:11 EDT

Monitoring - A fix has been implemented and we are monitoring the results.
Apr 13, 2024 - 14:18 EDT

Update - We are continuing to investigate this issue.
Apr 12, 2024 - 16:46 EDT

Investigating - We are aware some clients are experiencing latency within the Billing Module. When trying to load information, clients are shown a spinning circle and the information does not appear.
We are working as quickly as possible to resolve the issue and appreciate your patience.

Thank you,
Net Health Team
Apr 11, 2024 - 16:36 EDT

Change Healthcare - Security Update

Update - Our partner Change Healthcare's product restoration timelines remain on schedule. The progress of this restoration effort is accessible through their dedicated security portal: https://www.unitedhealthgroup.com/ns/changehealthcare.html#productupdates

Furthermore, in light of preliminary findings from their ongoing investigation into the cyberattack, resources are available for individuals who may have concerns regarding potential impact on their personal data: https://www.unitedhealthgroup.com/newsroom/2024/2024-04-22-uhg-updates-on-change-healthcare-cyberattack.html
Apr 26, 2024 - 11:30 EDT

Update - Net Health is aware of the news regarding Change Healthcare's personal data disclosure and ransomware payments. We are closely monitoring all events and encourage all clients to review the latest release from Change Healthcare, linked below. This document includes support information for those who may be impacted by the cyber attack:
https://www.unitedhealthgroup.com/newsroom/2024/2024-04-22-uhg-updates-on-change-healthcare-cyberattack.html

A call center has been established by Change Healthcare and resources may be leveraged by visiting: https://www.unitedhealthgroup.com/ns/health-data-breach.html
Apr 23, 2024 - 12:49 EDT

Update - Please continue to refer to our partner's information portal for real-time updates: https://www.unitedhealthgroup.com/ns/changehealthcare.html

For general inquiries, Change Healthcare has made a form available: https://app.smartsheet.com/b/form/f4e4c1ea63444541aab197d54729407a

Rest assured, we are committed to providing timely updates on our status page throughout the remediation process.

Thank you for your understanding and patience.
Apr 19, 2024 - 11:20 EDT

Update - Net Health is aware of the recent news reports regarding ransomware and our partner, Change Healthcare. While it appears a new threat actor has emerged, it is our understanding that a second cyber-attack has not happened at our partner. The recent news circulating indicates that an additional threat actor is requesting payment, though that does not mean an additional security incident has occurred.

At this point in time, we have no reason to suspect that Change Healthcare will deviate from their current restoration timelines, outlined here: https://www.unitedhealthgroup.com/ns/changehealthcare.html#productupdates

We understand the concern this may have raised and want to assure you that our team is taking this matter very seriously. Rest assured, we are continuously evaluating the security and compliance implications of the February 21st cyber-attack.

Additionally, we are maintaining close contact with our partner. We encourage all Net Health clients to regularly review the updates from Change Healthcare directly, at their recovery portal: https://www.unitedhealthgroup.com/changehealthcarecyberresponse

Should you have any further questions or concerns, please don't hesitate to reach out to the Net Health Support Team.
Apr 15, 2024 - 16:14 EDT

Update - For funding assistance or the latest product-specific updates from our partner, Change Healthcare, please refer to their documentation portal: https://www.unitedhealthgroup.com/ns/changehealthcare.html

We're pleased to share that following a thorough security assessment, Change Healthcare has provided assurance on the safety of restoring the Revenue Performance Advisor (RPA) platform to production. Net Health Security continues to stay in close contact with Change Healthcare to proactively minimize any potential cyber risks.

For guidance on RPA or product restoration, please reach out to the Net Health Client Support Team
Apr 10, 2024 - 11:26 EDT

Update - We're actively monitoring the cyber incident with our partner, Change Healthcare. Updates will be posted here as new information arises. Revenue Performance Advisor (RPA) is targeting a partial return-to-service on April 5, 2024. Restoration of RPA will occur in phases based on a prioritized list of functionality.

Webinars are available on the Change Healthcare Cyber Response homepage: https://www.unitedhealthgroup.com/changehealthcarecyberresponse

For funding support, reach out to Change Healthcare at 1-877-702-3253.
Apr 04, 2024 - 12:12 EDT

Update - We want to assure our clients that we are closely monitoring the ongoing cyber incident in collaboration with our trusted partner, Change Healthcare. We will continue to provide regular updates on this status page as new information becomes available.

Additionally, our partner is hosting upcoming webinars on restoration efforts, which you can register for here: https://www.unitedhealthgroup.com/changehealthcarecyberresponse. These webinars will offer valuable insights into the remediation process and security impact. Products will go through a phased reconnection process, including launch, testing and scaled reconnection.

For funding support, we encourage you to contact Change Healthcare directly at 1-877-702-3253
Apr 02, 2024 - 12:11 EDT

Update - We want to assure you that we remain vigilant in monitoring the situation related to our partner Change Healthcare. For real-time updates, we encourage you to visit the Change Healthcare Cyber Response Portal, where you'll find relevant resources, trainings, and recorded webinars.

https://www.unitedhealthgroup.com/changehealthcarecyberresponse

Should you have any questions or concerns, please don't hesitate to reach out to our Net Health Support team.

Thank you,
Net Health team
Mar 27, 2024 - 16:46 EDT

Update - Update from Change Healthcare: “We expect to begin testing and reestablish connectivity to our claims network and software on March 18, restoring service through that week. We fully acknowledge not all edits and functionality will be in place and some additional rework might be necessary, but we view this temporary solution as the best means of getting claims moving for both payers and providers who remain unable to receive or submit claims”
Mar 13, 2024 - 09:46 EDT

Update - Our vigilant monitoring of the incident at our partner Change Healthcare remains ongoing. We're committed to providing timely updates on any emerging workarounds. In parallel, the U.S. Department of Health and Human Services has released a comprehensive letter outlining suggestions and workaround options for covered entities and business associates. For detailed insights, please refer to: https://www.hhs.gov/about/news/2024/03/10/letter-to-health-care-leaders-on-cyberattack-on-change-healthcare.html
Mar 11, 2024 - 16:09 EDT

Update - Optum has announced the launch of a new information portal. For the latest statuses on remediations and workarounds, we encourage you to visit: https://www.unitedhealthgroup.com/changehealthcarecyberresponse
Mar 04, 2024 - 13:16 EST

Update - We understand the recent cyber-attack on Change Healthcare has raised concerns and caused widespread impact for our clients. As your trusted partner, we want to assure you that we are actively monitoring the situation and maintaining an open line of communication with Change Healthcare to ensure we have the most up-to-date information and ensure we are aware of all possible remediation options.

Change Healthcare took immediate action to protect their partners and patients by disconnecting their systems from Net Health systems to prevent further impact. These integrations will remain off until Change Healthcare finalizes their security investigation.

Change Healthcare is working on multiple approaches to restore the impacted environments. While we do not have a definitive timeline for the finalization of these approaches, we are committed to keeping you informed.

We encourage our clients to continue monitoring the Change Healthcare Status Page for the latest updates: https://status.changehealthcare.com/incidents/hqpjz25fn3n7

Additionally, we would like to draw your attention to the recent Threat Bulletin published by the Health-ISAC (Information Sharing and Analysis Center), which provides detailed information about the cyber-attack and the associated threat vector. We recommend that all our clients review this documentation to stay informed and vigilant against potential risks: https://h-isac.org/change-healthcare-optum-network-connectivity-and-additional-recommendations/

Workarounds:
Change Healthcare has suggested the following workarounds for clients. Please use these at your discretion:

• All pharmacy management systems can process “off-line” claims
• Many large retail pharmacies can route their claims through the Relay Health network, in addition to offline processing.
• For claims submission 1) utilize applicable payer portals or 2) deploy alternative clearinghouses
• Multiple Net Health products also support Waystar. Please reach out to the Net Health Support Team for more information on the option to deploy alternative clearinghouses
• Change Healthcare expects to provide more workarounds on Friday, March 1st. We will promptly communicate any updates as soon as they become available

Should you have any questions or concerns in the meantime, please do not hesitate to reach out to us. We will continue to post updates on the Net Health Status Page.
Mar 01, 2024 - 09:08 EST

Update - Change Healthcare is experiencing a network interruption related to a cyber security issue and their experts are working to address the matter. Once they became aware of the outside threat, in the interest of protecting partners and patients, they took immediate action to disconnect systems to prevent further impact.

Change Healthcare will provide updates as more information becomes available. Get updates directly from Change Healthcare by subscribing to http://status.changehealthcare.com.

While Change Healthcare is down, Eligibility will need to be checked through the insurance companies directly.
Feb 27, 2024 - 08:25 EST

Monitoring - Change Healthcare is experiencing a network interruption related to a cyber security issue and their experts are working to address the matter. Once they became aware of the outside threat, in the interest of protecting partners and patients, they took immediate action to disconnect systems to prevent further impact.

Change Healthcare will provide updates as more information becomes available. Get updates directly from Change Healthcare by subscribing to http://status.changehealthcare.com.

While Change Healthcare is down, Eligibility will need to be checked through the insurance companies directly.
Feb 24, 2024 - 07:52 EST

General latency within the Net Health Therapy and Net Health Wound Care applications

Monitoring - We have resolved the issue and will continue to monitor the situation.

Thank you,
Net Health Team
Apr 25, 2024 - 17:04 EDT

Identified - We are receiving reports that some clients experiencing latency throughout the Net Health Therapy for Hospitals, Private Practice application. We are working to resolve the issue as quickly as possible and apologize for the inconvenience.

Thank you,
Net Health team
Apr 25, 2024 - 15:24 EDT

Monitoring - A fix has been implemented and we are monitoring the results.
Apr 24, 2024 - 19:53 EDT

Identified - We have identified the issue and are working as quickly as possible to resolve it.

As a result of the latency, some users may not be able to view 'Treating Therapists' when attempting to schedule patients.

We apologize for the inconvenience and appreciate your continued patience.

Thank you,
Net Health team
Apr 24, 2024 - 16:19 EDT

Investigating - We are aware some clients are experiencing general latency throughout the Net Health Therapy for Hospital and Private Practice as well as Net Health Wound Care. We are working as quickly as possible to resolve the issue. We appreciate your patience.

Thank you,
Net Health Team
Apr 24, 2024 - 15:43 EDT

Some users unable to access Therapy Tab in PCC due to Internal Server error.

Update - We are continuing to investigate this issue.
Apr 25, 2024 - 15:49 EDT

Update - We are continuing to investigate this issue.
Apr 24, 2024 - 12:19 EDT

Investigating - We are aware some users are experiencing a "500 - Internal Server Error" when attempting to access the Therapy Tab within PCC. We are working to resolve the issue as quickly as possible and thank you for your patience.

Thank you,
The Net Health Team
Apr 23, 2024 - 16:17 EDT

IMPORTANT: Feedback Form Submission Issues

Update - Net Health would like to reinforce to all clients that the Feedback Form for case submission, embedded in the application, is currently not delivering all requests to Net Health Support correctly. Users will notice that, upon submission of a Feedback Form, the usual expected behavior of receiving an automated submission confirmation email with a case number is not happening.
We currently do not have a timeline for the fix.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

https://www.nethealth.com/contact/

We apologize for any inconvenience this may cause and thank you for your cooperation.
Apr 12, 2024 - 16:48 EDT

Update - We are continuing to work on a fix for this issue.
Feb 19, 2024 - 10:30 EST

Update - Net Health would like to reinforce to all clients that the Feedback Form for case submission, embedded in the application, is currently not delivering all requests to Net Health Support correctly. Users will notice that, upon submission of a Feedback Form, the usual expected behavior of receiving an automated submission confirmation email with a case number is not happening.
We currently do not have a timeline for the fix.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

http://www.nethealth.com/contacts

We apologize for any inconvenience this may cause and thank you for your cooperation.
Feb 15, 2024 - 14:05 EST

Update - Net Health would like to reinforce to all clients that the Feedback Form for case submission, embedded in the application, is currently not delivering all requests to Net Health Support correctly. Users will notice that, upon submission of a Feedback Form, the usual expected behavior of receiving an automated submission confirmation email with a case number is not happening.
We currently do not have a timeline for the fix.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

http://www.nethealth.com/contacts

We apologize for any inconvenience this may cause and thank you for your cooperation.
Feb 06, 2024 - 15:40 EST

Identified - The issue has been identified and a fix is being implemented.
May 25, 2023 - 14:55 EDT

Investigating - Net Health would like to reinforce to all clients that the Feedback Form for case submission, embedded in the application, is currently not delivering all requests to Net Health Support correctly. Users will notice that, upon submission of a Feedback Form, the usual expected behavior of receiving an automated submission confirmation email with a case number is not happening.
We currently do not have a timeline for the fix.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

http://www.nethealth.com/contacts

We apologize for any inconvenience this may cause and thank you for your cooperation.
May 25, 2023 - 14:54 EDT

Wound Care (WoundExpert) Degraded Performance

Therapy for Hospital & Private Practice (Redoc xFit) Degraded Performance

Employee Health & Occupational Medicine (Agility) Operational

FOTO Patient Outcomes Operational

Therapy for SNF and Home Health (Optima) Operational

Wound Imaging (Tissue Analytics) Operational

PointRight Operational

Casamba Skilled Nursing Operational

Therapy for Clinics Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Scheduled Maintenance

Scheduled Maintenance for Net Health Therapy for Clinics 4/27 Apr 27, 2024 13:00 - Apr 28, 2024 08:00 EDT

Update - REMINDER! We will be performing scheduled maintenance for Net Health Therapy for Clinics this Saturday, 4/27. Maintenance will begin at 1pm Eastern and conclude at 8pm on Sunday, 4/28.

The application will be unavailable during this planned maintenance period.

Please ensure all activities are completed in the application prior to the beginning of the maintenance period.

Thank you,
Net Health team
Apr 25, 2024 - 17:01 EDT

Update - We are rescheduling this planned maintenance period for Net Health Therapy for Clinics to Saturday, 4/27. Net Health is committed to delivering the highest quality service to our clients and this reschedule will ensure we are meeting that commitment. Maintenance will begin at 1pm Eastern and conclude at 8pm on Sunday, 4/28.

The application will be unavailable during this planned maintenance period.

Please ensure all activities are completed in the application prior to the beginning of the maintenance period.

Thank you,
Net Health team
Apr 12, 2024 - 13:40 EDT

Scheduled - We will be performing scheduled maintenance for Net Health Therapy for Clinics on Saturday, 4/13. Maintenance will begin at 1pm Eastern and conclude at 8pm on Sunday, 4/14. The application will be unavailable during this planned maintenance period.

Please ensure all activities are completed in the application prior to the beginning of the maintenance period.

Thank you,
Net Health team
Apr 01, 2024 - 13:37 EDT

Routine Maintenance for Casamba Skilled Servers Apr 27, 2024 21:00 - Apr 28, 2024 02:45 EDT

We will be performing routine server maintenance for the Casamba Skilled application this Saturday, 4/27, from 9:00pm until 2:45am. Please ensure all activities are saved prior to the beginning of the maintenance period.

Thank you,
Net Health team
Posted on Apr 24, 2024 - 12:11 EDT

Routine Maintenance for Casamba Skilled Servers Apr 28, 2024 22:00 - Apr 29, 2024 02:45 EDT

We will be performing routine server maintenance for the Casamba Skilled application this Sunday, 4/28, from 10:00pm until 2:45am. Please ensure all activities are saved prior to the beginning of the maintenance period.

Thank you,
Net Health team
Posted on Apr 24, 2024 - 12:12 EDT

Past Incidents

Apr 27, 2024

No incidents reported today.

Apr 26, 2024

Some users are experiencing latency/slowness when attempting to login to COM.

Resolved - Net Health Support has not received any additional reports of the issue. This incident is resolved.

Thank you,
Net Health team
Apr 26, 17:22 EDT

Monitoring - We have implemented a fix and are currently monitoring for any additional reports of the issue.

Thank you,
Net Health Team
Apr 26, 11:53 EDT

Investigating - Net Health is aware some clients are experiencing latency/slowness when attempting to login to Care Operations Management application. We are working as quickly as possible to resolve the issue and apologize for the inconvenience.

Thank you,
Net Health team
Apr 26, 08:33 EDT

Apr 25, 2024

Unresolved incidents: General latency within the Net Health Therapy and Net Health Wound Care applications, Some users unable to access Therapy Tab in PCC due to Internal Server error..

Apr 24, 2024

Apr 23, 2024

Apr 22, 2024

Emergency maintenance for Net Health Therapy for Clinics

Completed - The scheduled maintenance has been completed.
Apr 22, 21:15 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 22, 21:00 EDT

Scheduled - We will be performing a server reboot tonight at 9pm Eastern to finish critical Windows updates. Please ensure all activities are completed prior to this brief maintenance period.

Thank you,
Net Health team
Apr 22, 16:54 EDT

Apr 21, 2024

No incidents reported.

Apr 20, 2024

No incidents reported.

Apr 19, 2024

Apr 18, 2024

Apr 17, 2024

Apr 16, 2024

Apr 15, 2024

Apr 14, 2024

No incidents reported.

Apr 13, 2024