Major Disruption to SHA’s Digital Health Services Affects Nationwide Patient Care
Nairobi — A significant interruption to the Social Health Authority’s (SHA) digital health platform has left healthcare providers across the country grappling with disrupted pre-authorization services. This situation arises from a critical system failure that occurred on March 1, 2026, leading to widespread implications for patient care.
In a notice released on March 2, SHA Chief Executive Officer Dr. Mercy Mwangangi revealed that a critical outage rendered essential services through the Digital Health Agency inoperable. The pre-authorization process, vital for hospitals and clinics to secure approvals for specific treatments prior to patient admission, has faced extensive interruptions, impacting both private and public healthcare facilities contracted with SHA.
Dr. Mwangangi noted, “Following a critical system failure on March 1, 2026, the SHA digital platform has experienced downtime. This outage has interrupted essential healthcare service delivery, specifically affecting pre-authorization processes.” The implication is clear: patients may face delays in receiving necessary treatments and procedures, as healthcare providers cannot obtain the required approvals.
The SHA has recognized the precarious situation this outage has created, particularly for healthcare providers who depend on the system for approval and claims processing. In their public statement, SHA expressed understanding of the disruption’s serious nature, apologizing for the inconvenience caused to both health professionals and patients.
“We understand how critical these services are to your daily operations and patient care. We sincerely apologize for the significant inconvenience and disruption this has caused,” said the authority. Their acknowledgment reflects an awareness of the potential challenges faced by healthcare workers and patients during this downtime.
To address the issue, SHA’s technical teams are collaborating closely with the Digital Health Agency. They have labelled the system failure a “major incident” and are working with urgency to uncover the root of the problem and restore normal operations. “Our technical teams are fully mobilized, working diligently to identify the cause and restore full functionality as quickly as possible,” they assured.
As the outage persists, its impact on patient flow in both public and private healthcare facilities is becoming increasingly evident. Pre-authorization is crucial for a variety of specialized treatments, admissions, and procedures. Without the necessary approvals, patients could face delays that potentially compromise their health outcomes.
Healthcare providers are being urged to remain patient as restoration efforts are underway. SHA has committed to providing regular updates throughout the recovery process until all services are fully reinstated. The authority urged for understanding during this challenging time, expressing gratitude for the community’s patience.
“We greatly appreciate your understanding and patience during this difficult period. Our commitment to resolving this issue is steadfast and urgent,” SHA stated, striving to reassure both healthcare providers and patients that the authority is doing everything possible to rectify the situation.
SHA’s digital platform serves as a crucial backbone for claims management and service verification within the restructured national health financing framework. Its functionality is essential to ensuring smooth operations within the healthcare system, making the current disruption even more concerning for many stakeholders.
As the situation develops, both healthcare professionals and patients are encouraged to stay informed about the restoration process. The SHA emphasizes that resolving this interruption is a top priority and they are dedicated to ensuring service continuity as quickly as possible.
The ongoing situation has sparked conversations about system resilience in digital health platforms, illuminating the challenges that can arise in healthcare delivery when such technology faces failures.
As efforts intensify to rectify the issues plaguing SHA’s digital services, the health authority remains committed to restoring trust and functionality in their healthcare network.
— Reported by Nexio News
