Is HotDoc down?

We are currently investigating an issue causing degraded performance across the HotDoc platform. And we're aware that is impacting the ability to take payments for patient appointments with payment collection potentially delayed. As a result of this issue, it is impacting Telehealth On-Demand (TOD) appointments are also failing. As a result we have temporarily disabled TOD appointments. Our engineering team is actively working on a resolution. We will provide further updates as our investigation progresses.

We have now deployed a fix to address the payments collections processing delays. We are now monitoring the result of the fix.

We can confirm that this issue is now resolved. Both the Payments feature and Telehealth On Demand are back online now.

We are currently aware of a issue affecting all clinics using both Kiosk and Best Practice who are currently experiencing an issue where kiosk check-in fails, leaving patients stuck on the "Please go see reception" screen. Engineering has confirmed this is related to the partial matching incident and is being addressed as a separate incident. Our team is working to resolve both issues as a priority and will provide further updates as they become available.

We are continuing to investigate this issue.

We can confirm that this issue has now been resolved and functionality for Kiosk Check-in should be back to normal.

We are currently aware of an issue impacting Best Practice (BP) customers that have completed the May BP update. Customers are experiencing failures with partial patient matching during the booking process (e.g. existing patients being registered as new, or vice versa). Our engineering team has identified the cause and is in the process of deploying a fix to affected clinics. In the meantime, affected clinics may need to enter bookings manually.

A fix has now been deployed to all affected customers and partial match functionality is restored. Thank you for your patience while we resolved this issue.