Patient Search issues for Welsh Optum (EMIS) Users

We've seen news that Optum (Emis) have carried out some maintenance of EMIS Web that requires some actions from your IT team.

If you are still experiencing issues connecting your toolbar to Emis Web, please ask your IT team to follow the below instructions which have been provided by Emis.

"Please ensure the fully qualified domain name (webinterop.cymru.nhs.uk "webinterop.cymru.nhs.uk": http://webinterop.cymru.nhs.uk) is set correctly for our Partner API service within your system configurations. The following IP Addresses will also need to be whitelisted by your local IT for our Partner API service to meet the supported configurations:

• 10.63.72.0/24

• 10.63.76.0/24"


If you are still experiencing issues please email support@accurx.com "support@accurx.com": mailto:support@accurx.com or start a live chat by clicking here "here": https://support.accurx.com/en/.

Thank you for your patience whilst we investigated this issue.

We're aware that Welsh EMIS users are still experiencing toolbar slowness even after Optum's update from the 7th of August.

We have raised the issue again within the support case with Optum to investigate.

Apologies for the inconvenience this is causing.

We received the below update from Optum (Emis) on 7th August:

"We can confirm that the fix was successfully deployed to affected practices last night (Wednesday 6 August) and users can now access third-party applications.

We appreciate your patience and understanding while we worked to resolve this incident.

Please accept our apologies for any inconvenience that may have been caused.

Kind Regards,

Optum"

If you are continuing to experience any problems, please reach out to our Support Team by clicking here "Support Team by clicking here": https://support.accurx.com/en/ or by emailing support@accurx.com

We have received the following update from Optum (Emis) on this issue.

'We are aware that the API calls to the “GetMatchedPatients” call are continuing to fail following the release of EMIS Web® version 9.29.1 to some practices in Wales.

We can confirm that we will be deploying the fix to impacted practices overnight tonight (Wednesday 6 August 2025).

We will provide a further update tomorrow to confirm whether the deployment has been successful.

We apologise for any continued inconvenience this may be causing.'

We will continue to monitor the situation and provide any further updates we receive from Optum.

We have received the below update from Optum (Emis) on this issue.

'We are aware that the API calls to the “GetMatchedPatients” call are continuing to fail following the release of EMIS Web® version 9.29.1 to some practices in Wales.

We can confirm that we will be deploying the fix to impacted practices overnight tonight (Wednesday 6 August 2025).

We will provide a further update tomorrow to confirm whether the deployment has been successful.

We apologise for any continued inconvenience this may be causing.'

We will continue to monitor the situation and provide any further updates we receive from Optum.

We're continuing to investigate an issue that's impacting user's ability to search for patients from the Accurx toolbar. This is particularly affecting practices using Patient Triage.

We're working with Optum to resolve this issue.