The Social Health Authority (SHA) has announced a major service disruption following a systems outage affecting its service provider, the Digital Health Agency (DHA).

In a statement issued on Monday, SHA Chief Executive Officer Dr. Mercy Mwangangi said the Authority received formal notification from DHA on March 1 regarding a significant technical incident that resulted in widespread system unavailability.

According to Mwangangi, the outage has disrupted essential healthcare service delivery across contracted facilities nationwide, with pre-authorisation processes among the most affected services.

“We understand the critical nature of these services for your daily operations and patient care, and we sincerely apologise for the significant inconvenience and disruption this is causing,” she said.

The system downtime has particularly impacted approvals required before certain treatments, procedures, and admissions can proceed  a key function in ensuring continuity of care under SHA-supported healthcare programmes.

SHA confirmed that its technical teams are working closely with DHA engineers to restore full system functionality as quickly as possible. However, the Authority did not provide a definitive timeline for full restoration.

The disruption raises concerns over access to timely medical services, especially for patients requiring urgent pre-authorisation approvals.

SHA assured healthcare providers and members of the public that further updates will be issued as soon as normal operations resume.