Luscii - Priority 3: PPG report occasionally not visible for Happitech measurement – Incident details

Update:

The issue has been resolved. If the Happitech software is unable to generate the report, the measurement is no longer saved and the app asks the patient to repeat the measurement (same as on iPhones). This way, no measurements without a report end up in the Luscii patient record.

The fix is included in the latest app version: Android 5.75.0. iPhones were not affected.

Resolving the incidental failure to generate the report sits with Happitech, in their own software. We have informed them and are following up. Thank you for your patience.

We have identified the cause. The report is delivered by our measurement partner Happitech and in incidental cases it is not included. This affects a very small share of all Happitech measurements.

On iPhones this is already handled well: if the report is not delivered, the measurement is not saved and the patient can simply take a new measurement straight away. So a measurement without its report never ends up in the patient record. On Android devices, in those incidental cases, the measurement is correctly saved but without the report, which is exactly what we have seen.

We are therefore aligning Android with iOS: if the report is missing, the measurement is not saved and the patient simply takes a new measurement. That way, a saved measurement is always complete. We will let you know once that change has been rolled out.

In addition, the structural fix sits with Happitech: they need to resolve this in their own software. We have raised this with them as urgent and are actively following up.