Luscii - Notice history

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.

Update:

Our investigation has shown that what initially appeared to be a single problem in fact had two separate causes. Both occur only in the Android app and only for patients enrolled in more than one programme at the same time; neither occurs on iPhone.

Importantly, no data has been lost. Every measurement was recorded - in a small number of cases it was simply filed under the wrong programme belonging to the same patient.

The first pattern involves scheduled measurements and is very rare, affecting a small number of patients. The second pattern involves separate, self-added measurements and affects a somewhat larger but still limited group of patients.

We have implemented a fix so the issue can no longer occur, and we are making additional improvements in the next app release. If this issue has occurred within your organisation, Luscii will contact you about it.

We are currently mapping the definitive scope. So far this still appears to concern a small number of isolated cases, affecting very few patients. In addition, we have identified a possible scenario that may explain the issue. As soon as we know more, we will post an update.

Update:

The support customer portal is available again. For now, you will only see tickets linked to your own email address. Tickets from colleagues are not visible. Submitting tickets through our other channels remains possible.

We are currently working on improving our support systems internally and will include visibility of organisation-wide tickets as a requirement.