Software, managed IT and cybersecurity for Canadian healthcare
Software, integration, hosting, application support, managed IT and security for hospitals, clinics, labs and care providers.
Healthcare
Managed and co-managed IT and security for healthcare
Healthcare IT must be available when patients arrive and protect health information. We run IT for clinics, labs, long-term care, community health and agencies, and support hospital IT teams with capacity, after-hours cover and security.
Who this service is for
A good fit if
- Your clinic, family health team, lab, care home or community organization lacks full IT.
- EMR, lab, scheduling or network downtime backs up appointments and delays results.
- Your hospital IT team needs after-hours, overflow, project or security capacity without new hires.
- Ontario's hospital cyber security rules, or your own concerns, have added security work.
Another approach may suit you better if
- Clinical EMR or HIS functions stay with the vendor or shared service; we work alongside them.
- You need one full-time specialist (staff augmentation), or medical device repair, which we do not do.
What is included
- Responsibility matrix: what your team, vendors and Promatics own
- Help desk; after-hours and overflow cover for managed-service clients
- 24/7 monitoring for managed-service clients; endpoint, server and patch management
- Network segmentation (clinical, guest, corporate) and reliable links between sites
- Microsoft 365 and email security, EDR, tested backups
- Incident plans, tabletop exercises, reporting playbook; Ontario hospital readiness
What this service is
Healthcare depends on systems that cannot stop (the EMR or hospital information system, lab and imaging, scheduling, phones and the network) and holds health information attackers value. We help in two ways, with the split between your team, your vendors and Promatics written down and every action logged:
| Fully managed IT | Co-managed IT | |
|---|---|---|
| For | Clinics, family health teams, practices, labs and imaging, long-term care, home and community health, health agencies, smaller hospitals | Hospitals and health systems with their own IT department |
| What we do | One accountable partner for help desk, devices, networks, Microsoft 365, security and backups; a virtual CIO plans budgets, refreshes and security a year or more ahead | Your team extended: after-hours and overflow help desk, routine operations, security work and projects; your staff keep control |
| More | Managed IT services | Co-managed IT |
Identity and access
Prompt joiners, movers and leavers, MFA and privileged account reviews; access follows each role.
Vendor coordination
One contact for EMR and lab vendors, internet, hardware and phone companies; problems chased, not passed around.
Projects
New sites, renovations, device refreshes, migrations, Microsoft 365 rollouts and upgrades, scoped with your lead.
Incident readiness and Ontario's cyber security regulation
Every organization holding health information needs a tested plan: who decides, who is told, how systems are restored, how patients keep being seen. We build it with you, with a clear activation and reporting point, and test it in tabletop exercises with IT, clinical and communications leaders.
Since 1 July 2026, the Enhancing Digital Security and Trust Act, 2024 and its regulation O. Reg. 51/26 require covered hospitals (most Ontario public hospitals) to:
- DesignateA senior management employee as primary cyber security contact.
- AssessCyber security maturity by 1 July 2027, then every two years.
- ReportCritical incidents to the Ministry within 72 hours of confirming them.
Our security assessments show where you stand before the formal assessment, and we turn the results into an improvement plan.
The obligations stay the hospital's. We help you meet them and do not certify compliance. See our guide to the regulation. General information, not legal advice.
Choosing a provider safely
A provider serving several healthcare organizations concentrates risk: in October 2023, a ransomware attack on TransForm Shared Service Organization, the shared IT provider for five southwestern Ontario hospitals, caused an outage that postponed appointments and redirected some patients. Ask any provider how it keeps client environments separate, protects and monitors its own staff accounts, and would contain an incident that began with it; we answer in writing in your vendor security questionnaire.
We work within the restrictions PHIPA places on service providers and provide inputs to your threat and risk assessment (TRA) and privacy impact assessment (PIA) where needed. Hospitals and agencies engage us through their procurement process; clinics, labs and care providers usually start with a written proposal. Response targets are set in the service agreement; 24/7 monitoring and support are for managed-service clients.
Delivery
How the work is delivered
Understand
Meet leadership and staff; review the environment and security; find where time and risk sit.
Output: Current state and priorities.
Agree the split
Who owns each area, how tickets and escalations move, and who approves changes.
Output: Responsibility matrix, escalation paths.
Onboard
Deploy tools, connect ticketing, document the environment, confirm access controls.
Output: Working toolset, shared documentation.
Operate and improve
Run the agreed split, deliver security work and projects, and review risks and roadmap regularly.
Output: Service reports, updated roadmap.
Scope at a glance
Not included unless agreed
- EMR or HIS clinical configuration and support; medical device repair
- Hardware, software, licences, and projects beyond the allowance, quoted separately
- Certification of compliance with any law or standard
What we need from you
- A named lead who owns the relationship and approves changes
- Named admin accounts for our staff; one agreed ticketing system
- Privacy and security agreement signed; change windows from clinical leadership
Before handover
- Actions logged to named accounts and tickets; changes follow your approval process.
- P1 to P4 response targets in the agreement; patching around clinical operations.
- Documentation is yours; on exit, credentials, documents and open work handed over.
What affects the cost
- Users, devices, servers and sites
- Fully or co-managed, and workload share
- After-hours and overflow cover
- Security services and the project allowance
No package prices: estimates in Canadian dollars from an agreed scope, taxes shown separately.
Questions buyers usually ask
We are a clinic without IT staff. Can you run everything?
Yes. Fully managed IT covers help desk, devices, networks, Microsoft 365, security and backups under one agreement, and we coordinate your EMR, lab and equipment vendors so staff are not left chasing them.
We already have an IT department. Why would we need you?
Most hospitals do, and we do not replace it. Co-managed support adds after-hours cover, overflow, specialist security work and projects your team cannot fit in; your team keeps ownership of the environment and its relationships with clinical staff.
How do you work with our EMR or hospital information system vendor?
Boundaries are agreed at the start: the vendor or shared service keeps the clinical system, and we manage the endpoints, networks, identity and security around it, coordinating through the escalation paths you set.
Related
Ontario's hospital cyber security regulation, explained
O. Reg. 51/26 for Ontario hospitals: who is covered, incident reporting, vendors and maturity assessments.
Hosting healthcare and clinical applications in Canada
Healthcare and clinical applications hosted, secured and run in Canada, with the safeguards health information demands.
Need IT that keeps up with patient care?
Tell us about your organization, your team and your security priorities. We will arrange a conversation and suggest where we can help first.