The Social Health Authority (SHA) has announced a major disruption to its digital health services following a critical system failure that has affected healthcare providers across the country.
In a public notice dated March 2, 2026, SHA Chief Executive Officer Dr Mercy Mwangangi said the interruption has impacted pre-authorization services under its digital platform, causing delays in service delivery in contracted health facilities.
“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,” the notice addressed to healthcare providers reads.
Why is SHA digital platform down?
According to the Authority, the outage followed “a major incident leading to significant system unavailability,” which has disrupted essential healthcare service delivery, particularly pre-authorization processes required for patient care.
“Following a critical system failure on 1st March 2026, the SHA digital platform has experienced a downtime. This outage has interrupted essential healthcare service delivery across contracted healthcare facilities, specifically affecting pre-authorization processes,” the statement adds.
SHA CEO acknowledged the inconvenience caused to healthcare providers and patients, apologising for the disruption.
“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 said.
The agency noted that its technical teams are working closely with the Digital Health Agency to resolve the issue and restore services as soon as possible.
“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 states.
SHA assured healthcare providers that regular updates will be shared until full and reliable service restoration is achieved.
