Service Level Misses

The Service Provider-Physician Organization Terms of the Master Services Agreement (MSA) require the qualified service providers (EMR vendors) to meet service quality standards as defined by service levels. The Physician Office System Program monitors the service levels to ensure compliance and the EMR vendors self monitor. Targets for the most critical service levels are:

• Availability of 99.9% or better measured monthly 24 hours a day, 7 days a week
• Recovery from system failure of less than 30 minutes for each incident of failure
• Response time of less than 2 seconds for 99.9% or more requests for the following:
  • Patient look up
  • Load inbox/task list
  • Process requisition
  • View clinical note

Service Level Miss Consequences

The MSA defines specific consequences for missing a service level. The penalty escalates based on the number of misses for a given service level in a calendar year. Consequences include publication of the miss on this website, freezing the vendor's ability to contract with new clinics, financial penalties and even breach of contract if problems are persistent.

To review current published service level misses by any of the EMR vendors, select one of the following:

TELUS Health Solutions - PS Suite | Med Access | TELUS Health Solutions - Wolf EMR