Net Health StatusPage
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
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 - 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.

Feb 29, 2024 - 15:14 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
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 - 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.

Feb 27, 2024 - 08:26 EST
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:

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


We apologize for any inconvenience this may cause and thank you for your cooperation.

Feb 19, 2024 - 09:02 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
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.

Jan 04, 2024 - 17:06 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 - 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
Past Incidents
Apr 21, 2024

No incidents reported today.

Apr 20, 2024

No incidents reported.

Apr 19, 2024

Unresolved incidents: Latency in Billing Module, Change Healthcare - Security Update.

Apr 18, 2024
Apr 17, 2024
Apr 16, 2024
Apr 15, 2024
Apr 14, 2024

No incidents reported.

Apr 13, 2024
Apr 12, 2024

Unresolved incident: IMPORTANT: Feedback Form Submission Issues.

Apr 11, 2024
Apr 10, 2024
Apr 9, 2024

No incidents reported.

Apr 8, 2024
Resolved - This issue is resolved.

Thank you,
Net Health team

Apr 8, 09:57 EDT
Update - The Clinics application issues experienced from 10pm Central yesterday (4/4) to 10am Central time today (4/5) have been successfully resolved.

Please note that some clients may have experienced data loss during this period of time.
To ensure you are not missing any important data, we encourage you to review your records, including patient records, scheduling documents, and billing to determine if remedial action is needed.
If any data is found to be missing, users must re-enter it to maintain accurate records.

Thank you for your patience and understanding.

The Net Health Team

Apr 5, 17:18 EDT
Monitoring - A fix has been implemented and we are monitoring the results.
Apr 5, 13:47 EDT
Identified - The issue has been identified and a fix is being implemented.
Apr 5, 11:33 EDT
Update - We are continuing to investigate this issue.
Apr 5, 11:26 EDT
Investigating - We are aware clients are experiencing issues with logging into the application.
We are working as quickly as possible to resolve the issue and appreciate your patience.

Thank you,

Net Health Team

Apr 5, 10:10 EDT
Apr 7, 2024

No incidents reported.