Health Gorilla incident
Elevated API Response Times Affecting Patient360 Queries
Health Gorilla experienced a minor incident on November 17, 2025 affecting API Server, lasting 4d 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 17, 2025, 05:56 PM UTC
We are currently investigating reports of slow response times affecting some API calls. This may result in delays when pulling or returning Patient360 records. Our engineering team is actively reviewing system performance to identify the cause and restore normal response times as quickly as possible. Impact: Some API requests may experience latency or timeout errors. Patient360 record retrievals may take longer than usual. Thank you for your patience while we work to resolve this issue.
- identified Nov 17, 2025, 11:30 PM UTC
We have identified the cause of the slowness affecting Patient360 and related API response times. Our engineering team will implement the fix after business hours to prevent any additional service interruptions. All systems remain operational, though some users may continue to experience slower-than-usual performance until maintenance is completed. We appreciate your patience and understanding while we work to fully resolve this issue.
- monitoring Nov 18, 2025, 04:25 PM UTC
A fix has been implemented and we are monitoring the issue.
- monitoring Nov 18, 2025, 05:56 PM UTC
We are continuing to monitor for any further issues.
- monitoring Nov 18, 2025, 09:19 PM UTC
We are continuing to monitor for any further issues.
- monitoring Nov 18, 2025, 09:20 PM UTC
We are currently investigating reports of continued slow response times affecting some API calls. This may result in delays when pulling or returning Patient360 records. Our engineering team is actively reviewing system performance to identify the cause and restore normal response times as quickly as possible.
- identified Nov 19, 2025, 04:57 PM UTC
We are continuing to investigate the ongoing issue affecting API performance. Some users may still experience slow response times or delays when pulling or returning Patient360 records. Our engineering team remains actively engaged in reviewing system performance and implementing optimizations to ensure stability. We’ll continue to provide updates as more information becomes available and notify you once full functionality has been restored. Thank you for your continued patience and understanding as we work to resolve this issue.
- identified Nov 19, 2025, 08:42 PM UTC
We have identified the cause of the slowness affecting Patient360 and related API response times. Our engineering team will implement the fix after business hours to prevent any additional service interruptions. All systems remain operational, though some users may continue to experience slower-than-usual performance until maintenance is completed. We appreciate your patience and understanding while we work to fully resolve this issue.
- monitoring Nov 20, 2025, 04:00 PM UTC
A fix has been implemented and we are monitoring the issue.
- monitoring Nov 20, 2025, 08:28 PM UTC
On Friday, Nov 14, Carequality updated their directory and added geolocation coordinates for a significant number of existing endpoints. Similarly, on Monday, Nov 17, eHealth Exchange implemented the same type of directory update. With these updates, many endpoints that previously lacked coordinates suddenly became eligible for geolocation-based, radius-driven searches. Health Gorilla’s default radius settings remained in place, and the system began to query a much larger number of newly visible endpoints—resulting in a roughly 10x increase in query volume. This sudden increase led to the latency issues observed by our P360 users. As an immediate mitigation, Health Gorilla reduced the search radius across all clients. This significantly lowers the number of endpoints queried while focusing searches on the most relevant locations, especially now that geolocation data is more complete and accurate. We will continue to closely monitor system performance and adjust as needed.
- resolved Nov 21, 2025, 09:24 PM UTC
Systems appear to be back to normal, and overall performance has stabilized. The recent latency issues were caused by large directory updates from Carequality on Nov 14 and eHealth Exchange on Nov 17. We mitigated the issue by reducing the search radius across all clients. This lowers the number of endpoints queried and keeps searches focused on the most relevant locations now that the geolocation data is more complete. At this time, the system is performing normally, and Health Gorilla is actively monitoring to ensure continued stability.