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Canada EMR Consulting Services 2023
Which Firms Drive Success throughout the EMR Life Cycle?
The Canadian EMR market has seen steady purchasing activity in recent years, with healthcare organizations (ranging from small standalone hospitals to province-wide entities) making go-forward decisions, particularly in Ontario. This activity will likely continue, as eastern provinces like Quebec and Nova Scotia are in the process of selecting a go-forward solution. To maximize their chances of achieving success with an EMR, many organizations partner with third-party consulting firms, which can assist with various aspects of the EMR life cycle. This report—KLAS’ first to focus on EMR services in Canada—draws from perspectives of 21 Canadian organizations who have engaged firms for EMR services to identify what services these firms have provided to survey respondents and how well client needs have been met across engagement types. The data comes from engagements that occurred between November 2020 and November 2022.
Seasoned Firms Healthtech, Deloitte Offer Widest Breadth and Highest Number of Validated Engagements; Client Satisfaction with Experience Varies for Both Firms
Of the two most seasoned firms in this report with six or more validated engagements in Canada, Healthtech, a Nordic Global Company has the highest overall performance score. Most validated clients were part of multi-site, regional projects in which the firm led the implementation of MEDITECH Expanse. Several respondents received strategic pre-implementation planning and post-implementation optimization work; one engaged Healthtech for Epic EMR optimization. Respondents speak highly of working with Healthtech’s team and say that even though the experience was sometimes bumpy, the firm’s strong leadership and expertise—especially around MEDITECH and the Canadian market—led to successful engagements. Most respondents would buy the firm’s services again. Some experienced friction between internal teams and Healthtech’s management and consulting resources, and one respondent feels Healthtech could improve by better managing expectations and sharing lessons learned from other engagements.
Deloitte was used to lead and/or support four Epic implementations, and they provided assessments and strategic planning for four other organizations looking to replace or expand their current EMR. Compared to other firms in this report, Deloitte has a greater proportion of large-organization respondents (501+ beds). Most respondents report having a partnership with the firm and highlight that even when resource quality was hit or miss, Deloitte remained engaged and invested in the organization’s success. The majority of respondents also say their engagements ended successfully thanks to Deloitte’s market expertise. Organizations who engaged the firm for implementations were on average more satisfied than those who engaged the firm for planning and assessment services. Dissatisfaction among respondents primarily stemmed from difficulties with some resources’ expertise and attention to detail, some missed timelines and unmet expectations, and a lack of strategic, tailored guidance.
Limited Data: To Drive Strategic Engagements, Tectonic Leverages Understanding of Canadian Market, Impact Advisors Seeks Deep Understanding of Clients
Among the three Tectonic respondents (limited data), two selected the firm to provide Epic implementation services; one respondent received pre- and post-implementation assessments and optimization, and the other engaged the firm for analysts during their implementation. The third respondent had Tectonic provide planning and assessment services in preparation for replacing their current EMR. All three report high satisfaction with their experience and the firm’s partnership, saying resource requests were met with quick turnaround times and that the resources combined deep technical knowledge, experience with the Canadian market, and an understanding of client needs to ultimately lead strategic and smooth engagements. One client wishes Tectonic had better executive communication and more quickly understood their organization’s needs.
Three respondents used Impact Advisors (limited data) for Epic-related engagements: two received planning and assessment services around implementing or expanding Epic, and the third engaged Impact Advisors to support their implementation with training and superusers. A fourth client leveraged the firm to provide strategic planning and assessment around an EMR replacement. Most respondents report high satisfaction with their engagement. They particularly appreciate the firm’s expertise and how they used lessons learned from other organizations to provide strategic guidance and drive success. The resources are seen as EMR and IT advisory experts who understand the nuances of individual organizations and deliver results accordingly. Though satisfied, two organizations note some concerns: one says Impact Advisors’ processes felt tailored more to the US, and the other feels the project’s management and planning could have been better.
Limited Data: Tegria Provides Strong Resources, though Overall Client Satisfaction Is Mixed; Medix Exceeds Client Expectations Thanks to Intentionally Selected Resources
Tegria (limited data) acquired two firms with a presence in the Canadian market: Bluetree (Epic expertise) and Navin Haffty (MEDITECH expertise). Of the four client respondents that engaged Tegria, three used the firm to lead MEDITECH implementations, and one used the firm to support an Epic implementation. While all four respondents would buy again, satisfaction levels are mixed—two report their expectations were exceeded, and two report their expectations were met. All express satisfaction with the quality and expertise of Tegria’s resources and management team, highlighting how quick the firm was to respond with needed resources and how they worked within the contract to avoid unexpected charges. Two clients wish Tegria had developed a deeper understanding of their specific needs.
Medix (limited data) was brought in by three large clients to help with staffing during Epic implementations. Most respondents say Medix consistently exceeded expectations, expressing appreciation for the firm’s ability to match resources to clients depending on organizational needs. Two respondents also say Medix provided consistent service throughout the pandemic and adapted to a virtual model. The firm’s timeliness and accountability are also mentioned. Only one respondent reports dissatisfaction due to some resources having insufficient clinical knowledge.
About This Report
Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, respondents were interviewed about engagements that occurred between November 2020 and November 2022 and answered questions using KLAS’ standard quantitative evaluation for healthcare services, which is composed of 9 numeric ratings questions and 3 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into five customer experience pillars—loyalty, operations, relationship, services, and value.
Sample Sizes
Unless otherwise noted, sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique customer organizations interviewed for a given vendor or solution. However, it should be noted that to allow for the representation of differing perspectives within any one customer organization, samples may include surveys from different individuals at the same organization. The table on the following page shows the total number of unique organizations interviewed for each vendor or solution as well as the total number of individual respondents.
Some respondents choose not to answer particular questions, meaning the sample size for any given firm or service can change from question to question. When the number of unique organization responses for a particular question is less than 6, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 3, no score is shown. Note that when a firm has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.

Writer
Sarah Brown

Designer
Jessica Bonnett

Project Manager
Jill Wilcock
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2025 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.