[RESOLVED] CareSignal Dashboard Extreme Slowness - 3/2/23 – Epharmix

We have seen increased reports of the CareSignal dashboard being slow for our clinical users. We apologize for the degraded performance and appreciate your patience as we work to resolve these issues.

To that end, we have identified a number of levers that we can pull to attempt to decrease the slowness you are experiencing. We are also working to increase our visibility into how our systems are running, so that we can better identify and triage these issues moving forward.

We will be updating this page as we pull the various levers we have identified, and will be reaching out to those who have sent in support tickets about slowness to see if we're moving in the right direction.

Thank you again for your patience and understanding as we work to resolve these issues!

March 16

Based on the feedback we have received on the CareSignal platform slowness, we believe we’ve moved past the extreme slowness that our partners were experiencing a couple of weeks ago. We are still aware that the platform could be faster, and will continue to work to improve in this area, but we have downgraded the severity level of this issue for the time being. Of course, as you experience spikes in slowness, please don’t hesitate to send in a new ticket so that we can investigate. Otherwise, we appreciate your continued patience, collaboration, and understanding as we continuously work to improve our platform. Thank you!

Evening of March 1

We have increased our "triage cache max entry" size as one of our first remediation steps. We will be communicating this update to support requesters today and soliciting their feedback on the effect of this change.

Friday, March 3

Based on preliminary responses, we believe that the slowness has been partially addressed by the remediations we pushed up on March 1st. We seem to be moving in the right direction!

After further investigation, we believe that one of the reasons for the slowness (potentially the largest factor) is related to how we are caching the triage data (i.e. the patient statuses (low-risk, rising-risk, and high-risk) that you see on the dashboard). Next week we will start exploring how to address this issue. We will update this post as we have further updates. Thank you!