GP IT service status

Find updates for for GP IT including service disruption updates from SCW. 

GP IT services status

Latest update

We are aware of the ongoing IT issues currently affecting GP practices across Kent and Medway.
 
SCW CSU are actively investigating the problem and have all available resources focused on resolving the issue as quickly as possible.

Practices can, in line with their business continuity plans, if they remain affected by the outage, temporarily disable online consultations i.e. Anima or eConsult.
 
We sincerely apologise for the disruption this is causing to your services and appreciate your continued patience while this is being addressed.
 
We will provide further updates as more information becomes available.

SCW has officially designated this situation as a Major Incident. Consequently, a major incident control group was formed earlier today, supported by subgroups that focus on technical matters, call logging, third-party supplier support, and communications related to the incident.

What's causing the issue?

There are two main factors contributing to the recent outages:

1. Firewall instability (Cisco Meraki) - A software issue is affecting a number of firewalls across the estate. The impact is intermittent, with different sites affected at different times.

    • Issues are often resolved by rebooting devices, although this can be delayed due
      to reliance on cloud processes.
    • Cisco are now directly engaged, with diagnostic data captured from affected sites.
    • Daily technical calls are in place with Cisco to drive root cause identification and
      resolution.

2. Network capacity constraints (VPN concentrator) - Currently, all traffic routes through a single VPN concentrator, which is reaching capacity during peak times (particularly early mornings). This is compounding the firewall issue.

What are we doing now?

  • Temporary measure: Non-essential downloads restricted before 10am to reduce peak
    demand.
  • Installing a second VPN concentrator (implementation from week beginning 20 April. We
    have been advised not to do this over the weekend to avoid any issues on Monday
    morning).

This will:

  • provide four times the current capacity
  • enable traffic prioritisation so clinical systems take precedence
  • allow load balancing, reducing risk of single-point congestion.

Communicating with patients

We would appreciate your help in providing accurate information and reassurance to your patients. You can do this by using this social media and website content.