SHA Announces Service Disruption

The Social Health Authority (SHA) has announced service disruption in its digital health systems after a critical system failure occurred, disrupting service in all healthcare facilities nationwide.

In a public notification dated March 2, 2026, SHA formally informed all healthcare providers of a system outage in the provision of critical digital health services, including pre-authorization, which is critical to the delivery of healthcare services and facility operations.

“This is to formally notify you of a service interruption and downtime affecting the Digital Health Agency’s services, which are critical to the Social Health Authority (SHA) operations.”

Critical System Failure Disrupts Pre-Authorization Services

According to the statement, the disruption stems from a major technical incident reported by the Digital Health Agency, the service provider responsible for supporting SHA’s digital infrastructure.

“We have received notification from our service provider, Digital Health Agency indicating a major incident leading to significant system unavailability,” the authority said.

The notification further revealed that the power outage resulted from, “a critical system failure on 1st March 2026,” which resulted in downtime on the SHA digital platform.

As a result, there has been a disruption in the delivery of services by healthcare facilities contracted by the SHA, particularly those requiring pre-authorization approvals.

“This outage has interrupted essential healthcare service delivery across contracted healthcare facilities, specifically affecting pre-authorization processes,” the statement explained.

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Apology to Healthcare Providers and Patients

SHA recognized the severity of the disruption, noting the significance of the affected service to medical practitioners and patients.

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

The agency reassured providers that urgent measures are underway to restore functionality.

“Our technical teams, in close collaboration with the Digital Health Agency, are fully mobilized and working with the highest urgency to identify the root cause and restore full functionality as quickly as possible,” the notice added.

The disruption is likely to impact patient admissions, referrals, and approval workflows in facilities that depend on the digital system for real-time authorization and claims validation.

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Restoration Efforts and Commitment to Updates

SHA pledged to keep healthcare providers informed as efforts to resolve the technical failure continue.

“We greatly appreciate your patience and understanding during this challenging period. We are committed to resolving this issue urgently. Regular updates will be shared with you until full, reliable service restoration is achieved,” the authority said.

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Clients walk towards the newly rebranded Social Health Authority(SHA) building on October 1, 2024, as the government officially rolled out the healthcare service provider. WILFRED NYANGARESI|NATION