VCUR 2008 EMR vendors

VCUR 2008 EMR Funding Extension Program physicians use one of the three electronic medical record (EMR) vendors.

To learn more about these vendors and upcoming demonstrations of their products in your area, visit their websites:

• TELUS Health Solutions Med Access
• TELUS Health Solutions PS Suite 
• TELUS Health Solutions Wolf EMR 

What to do when something isn't working

When something in an EMR solution does not work properly, contact your EMR vendor's service desk to address and resolve the problem. Contact numbers and the steps for escalating solution issues are also provided below.

TELUS Health Solutions Med Access

The general toll-free Med Access Help Desk number is 1.888.781.5553, option 1.

Call EMR Client Services and describe the problem as clearly as you can. Before ending your conversation with the client services representative, make sure to ask for the:

• Ticket number assigned to your problem.
• Name of the person who took your call.
• Expected resolution time and/or date.

If an issue remains unresolved:

1. Call the Med Access Help Desk at 1.888.781.5553, option 1, and ask why the issue is not resolved. Provide the ticket and/or case number and ask for a progress update. Ask for a new resolution time and/or date.
2. If issues are not resolved by the expected time, call the Med Access Director, EMR Client Services at 1.250.448.7788. Provide the ticket and/or case number and ask to investigate the delay. Ask for a new resolution time and/or date.
3. If issues are not resolved, escalate again to the Med Access Director, EMR Client Services at 1.250.448.7788. Provide the ticket and/or case number and ask for a new resolution time and/or date. 

TELUS Health Solutions ─ PS Suite

The general toll-free Technical Assistance Center number for PS Suite is 1.800.265.8175, option 1.

Call the Technical Assistance Center and describe the problem clearly. Before ending your conversation with the client services representative, make sure to ask for the:

• Ticket or case number which is assigned to your problem.
• Name of the person who took your call.
• Expected resolution time and/or date.

If an issue remains unresolved:

• Call the Technical Assistance Center and ask for the supervisor. Provide the incident/ticket number and ask the supervisor to provide an update.
  
  If the ticket needs to be reviewed further, ensure the supervisor provides an acceptable date and time for communicating the update. Once an update has been provided, ask for a new date and time for the resolution of the ticket.
  • Supervisor, Technical Assistance Center 
    T 1.613.696.0916
• When the issue has not been resolved by the date provided by the Technical Assistant Center supervisor, call the manager of the Technical Assistance Center.
  
  Provide the incident/ticket number and ask the manager to provide an update. If the ticket needs to be reviewed further, ensure the manager of the Technical Assistance Center provides an acceptable date and time for communicating the update. Once an update has been provided, ask for a new date and time for the resolution of the ticket.
  • Manager, Technical Assistance Center 
    T 1.613.683.1790
• If your incident/ticket has not been resolved, call the director of the Technical Assistance Center. Provide the incident/ticket number and ask the director to provide an update. If the ticket needs to be reviewed further, ensure the director of the Technical Assistance Center provides an acceptable date and time for communicating the update. Once an update has been provided, ask for a new date and time for the resolution of the ticket.
  • Director, Technical Assistance Center 
    T 1.604.579.1036

TELUS Health Solutions ─ Wolf EMR

The general toll-free TELUS Health Solutions Service Desk number is 1.866.879.9653, option 1.

Call the TELUS Health Solutions Service Desk and describe the problem clearly. Before ending your conversation with the client services representative, make sure to ask for the:

• Ticket or case number assigned to your problem.
• Name of the person who took your call.
• Expected resolution time and/or date.

If an issue remains unresolved:

• Call the TELUS Health Solutions Service Desk and ask for the team lead of the Technical Assistance Center. Provide the ticket/case number and ask for a progress update. Ask for a new resolution time and/or date.
  • Supervisor, Technical Assistance Center
    T1.866.879.9653 ext. 252
• If the issue is still not resolved by the expected time and/or date, call the TELUS Health Solutions Service Desk management and ask to speak with the director of the Technical Assistance Center. Provide the ticket/case number and ask to investigate the delay. Ask for a new resolution time and/or date.
  • Manager, Technical Assistance Center 
    T 1.604.579.1036
• If issues are not resolved, escalate to TELUS Health Solutions qualified service provider management and ask to speak with the vice president of Client Service. Provide the ticket/case number and ask for a new resolution time and/or date.
  • VP Client Service 
    T 1.604.506.4792