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Information Sessions - Demineralized Bone Matrices (DBM)

Communication

Video

There have been certain changes to our offer of demineralized bone matrices (DBM) products since our sole human tissue distributor mandate came into effect on December 2, 2024. We have identified a need for training on this product family, based on the preliminary data we gathered on distribution trends since the mandate has come into effect, and on conversations with some of our consultants.

To address this need, Héma-Québec has put together a series of information sessions on DBM products, in collaboration with LifeNet Health (February 24 and 25, 2025) and Bioventus, for the OsteoAMP line (March 19 and 20, 2025).

These sessions were developed to help participants better understand our products and to present the products introduced to Québec (LifeNet Health) since our sole distributor mandate took effect. Héma-Québec also wanted to understand how we can support the healthcare system in a needs-based approach to selecting these products.

These sessions were an invaluable opportunity to ask questions and talk to our team of experts. You can watch the LifeNet Health DBM information session, in French only, to learn more.

LifeNet Health session

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Frequently asked questions

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On average, it takes 24 to 72 hours to process an order. The client will be informed of the estimated delivery date after placing the order.

We recommend careful inventory management to avoid any shortages.

There may be products you’re used to working with that are no longer available due to not meeting the minimum quality criteria for Héma-Québec’s product catalog. These criteria were established based on the committee of experts’ recommendations.

Customer service is available to answer your questions and help you find the best options to meet your needs.

Héma-Québec continues to offer all of the products needed to treat Quebecers. Based on market demand and recommendations from the groups of specialists involved in this change, Héma-Québec established recommendations for the health and social services network about what products to add, remove or replace. As a result of its procurement strategy, some products have been replaced with equivalent products for quality assurance.

You can email the customer service team at tissus@hema-quebec.qc.ca or call 1-800-267-9711, ext. 2510, between 7:30 a.m. and 4:30 p.m., Monday through Friday, excluding holidays.

Outside normal hours and on holidays, you can call the customer service team at 1-800-267-9711, ext. 2510, for 24/7 service.

Héma-Québec’s customer service team is specialized in human tissue products and works to make sure you get the right product at the right time. Our team also communicates with suppliers to handle logistics and, when necessary, importation.

In 2021, Québec’s Ministère de la Santé et des Services sociaux (MSSS) mandated Héma-Québec to serve as the sole distributor of human tissue to Québec’s health and social services system. This decision was based on a recommendation of Québec’s biovigilance committee.

On December 2, 2024, Héma-Québec took over distribution of all human tissue products to Québec health care institutions.

Learn more here : Sole human tissue distributor mandate

For products that have not yet been processed, email tissus@hema-quebec.qc.ca to inquire and an Héma-Québec agent will confirm if your change request is possible.

For products delivered that do not conform with your order, first obtain return authorization from Héma-Québec. Then, follow the instructions provided to return or dispose of the product.

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