We want to extend our sincerest apologies for the recent issues you may have experienced with Health Card Validation (HCV) on CabMD since April 1st. We understand how vital this service is to your operations, and we deeply regret any inconvenience these disruptions may have caused.
What Happened?
Recently, our HCV service implementation has faced significant challenges, primarily due to factors beyond our immediate control. Firstly, we believe the shutdown of the MOHLTC’s IMS service at the end of March led to an increased volume of HCV requests on the MOHLTC’s platform, putting unprecedented stress on our systems as service degraded. Additionally, the transition from GO Secure to OPS BPS Secure (Ontario Public Service Broader Public Service Secure) by the Ministry of Health (MOH) and Long-Term Care (MOHLTC) involved an unexpected policy of expiring passwords close to the migration date. Unfortunately, this change was not communicated effectively, leading to widespread password resets and a spike in failed communications with the MOH. These factors combined have highlighted several areas in our connection processes with the MOH which needed to be corrected.
Our Response
Upon identifying the problem, which unfortunately took longer than we had hoped, our team took actions to mitigate the impact on your experience as we hope you have noticed in the last week:
Looking Forward
Our commitment to resolving these issues is unwavering. We have been and will continue to be in communication with affected parties including the MOH to ensure a comprehensive and long-lasting resolution. Additionally, we will continue to update our systems and processes to prevent such occurrences in the future whenever possible.
We appreciate your patience and understanding as we work through this challenge. If you have any concerns or need further assistance, please do not hesitate to contact our support team.
Thank you for your continued trust in CabMD.