FAQ

Héma-Québec created a committee of expert surgical specialists to pinpoint the specific needs of the system and establish which products should be prioritized. We used their comments to carry out a broad inventory of the human tissue products used in Québec hospitals, to ensure that we covered all the province’s needs. 

Suppliers were selected on the basis of supply agreements that complied with our procurement policy. Our quality assurance team audits and qualifies selected suppliers to ensure that their quality systems are compliant and robust. 

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

You can reach our 24/7 emergency service by calling our customer service line (1-800-267-9711, ext. 2510).

However, product availability and delivery times will depend on Héma-Québec’s available inventory and suppliers’ turnaround capacity.

As a reminder, our normal business hours are 7:30 a.m. to 4:30 p.m., Monday through Friday, excluding holidays.

No. Once a hospital purchases a product, Héma-Québec has no control over how well the product is stored and as such, is unable to take the product back, for the sake of quality assurance.

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.

We’re more than happy to help you find the products you need and recommend other options as needed.

Our customer service team is available to take your orders, assess your needs and handle any complaints. They can also answer specific questions about products and usage, delivery (distribution, wait times, emergencies) and management of adverse effects.

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.

Physical copies of the catalog will not be sent to health care institutions. However, you can print specific pages (categories and sub-categories) directly from the website.

Although the consignment system is being discontinued, health care institutions may still maintain minimum inventory levels (safety stock) for products deemed essential to meet routine and emergency demand based on delivery lead times. Inventory maintained as safety stock belongs to the health care institution, not the supplier.

We strongly encourage health care institutions to maintain an adequate safety stock for all products that may be required sooner than the standard lead time (72 hours for human tissue).

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.

Héma-Québec may work with suppliers as part of its procurement strategy to offer you support and expertise on using specific human tissue products.

Suppliers will offer education and support for products as needed and upon request. You can submit a request to Héma-Québec and we will coordinate initiatives with suppliers as needed.

Héma-Québec’s customer support team is also specialized in human tissue products and prepared to handle the changes that come with the sole human tissue distributor mandate. Our customer service team is available to take your orders, assess your needs and handle any complaints. They can also answer specific questions about products and usage, delivery (distribution, wait times, emergencies) and management of adverse effects.

For any questions or comments about the products and services available, you can reach out to the customer service team at tissus@hema-quebec.qc.ca.

Héma-Québec operates in a number of different sectors that are highly regulated by national and international standards. Héma-Québec’s comprehensive quality management expertise includes close supplier oversight and a process for monitoring adverse effects.  

Your order cannot be tracked in real time on the website. Once an order is placed, you’ll automatically receive a confirmation email. Once your order is being processed, Héma-Québec’s team will send you a second email with the estimated delivery date.

You can place an order with our customer service team at any time over email (tissus@hema-quebec.qc.ca) or over the phone (1-800-267-9711, ext. 2510) between 7:30 a.m. and 4:30 p.m., Monday through Friday, excluding holidays.

You can also call the customer service line (1-800-267-9711, ext. 2510) for emergency services outside of normal business hours and on holidays.

However, product availability and delivery times will depend on Héma-Québec’s available inventory and suppliers’ turnaround capacity.