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The current situation : We are listening and Responding to Feedback from the Network

Communication

Webinars, optimization, news and more – Your summer update

Summer is in full swing, and we’d like to extend our warmest thanks for your cooperation and confidence in Héma-Québec’s sole human tissue distributor mandate, which came into effect last December.

We are aware that some of your experiences have pointed to opportunities for improvement. Rest assured that we are listening, and we appreciate your opinions. Your invaluable feedback helps us continuously improve our services and better meet your needs.

Concrete improvements and resources at your fingertips

We are pleased to report that, since our new enterprise resource planning (ERP) system went live, the ordering process has stabilized and products have reached optimal availability across the network.

You can visit our dedicated human tissue website for all the information you need, such as news, press releases, events, terms and conditions, and the complete allograft catalog. Make sure to visit and spread the word:

Human Tissue Website

Please also note that a number of changes have been made to the product and price lists, as certain products have been added or removed from our catalog. Please use the current versions, dated July 21, 2025.

Save the date – Fall webinar series

This fall, we are holding a series of webinars to provide a complete update on the human tissue services and products offered by Héma-Québec.

In these webinars, we will:

  • Review strategic communication methods;
  • Review price and equivalence lists;
  • Present the practical tools and guides developed by our team;
  • Answer your questions and gather your comments.
Register now :
NOVEMBER 18 | 5 TO 6 P.M.
NOVEMBER 20 | 7:30 TO 8:30 A.M.
NOVEMBER 25 | 7:30 TO 8:30 A.M.
NOVEMBER 26 | 5 TO 6 P.M.

Choose the time slot that works best for you!

Changes to the return policy – Dowels

In response to feedback received from the network, Héma-Québec will soon be softening its return policy for LifeNet Health Dowels. We understand that some hospitals may need to order more sizes and formats than they are necessarily going to use, in order to meet their intraoperative needs.

An official communication including detailed guidelines will be sent out at the end of August. Stay tuned !

Optimizing DBM use : A guide to better support you

The products in our catalog that have been subject to changes since the beginning of the mandate include demineralized bone matrices (DBMs). Looking at certain usage trends, it is clear to us that DBMs can be better used if the offering is better understood.

We have designed a user support guide that takes into consideration clinical and budgetary impacts to help your institution’s teams choose the DBMs that best suit the complexity of your clinical cases.

This guide is available :

In English
In French

You can consult it now to facilitate your clinical decisions.

What we learned from the customer satisfaction survey

Over 150 health care professionals filled out the customer satisfaction survey we put out in May. Thank you for your participation !

Respondents came from all regions of Quebec and held key roles in human tissue procurement, management and clinical use. The allografts most frequently used by respondents were bone, cartilage, ocular and soft tissue, which goes to show just how diverse the needs for human tissues.

The survey revealed an overall satisfaction rate of 81.5%, and it also brought to light a number of issues in the transition process, including product returns, equivalence codes and delivery times. Concrete measures are underway to improve our processes, clarify certain points and offer you better support.

Our commitment to you

Our human tissue customer service and procurement teams are available to support you in :

  • Inventory management ;
  • Product information ;
  • Personalized support, tailored to your needs.

Héma-Québec conference appearances this fall

Our team will be attending two events in the fall :

Annual Update Meeting of the Quebec Orthopaedic Association (QOA)

  • At the Delta Trois-Rivières
  • September 24-26, 2025

Canadian Cardiovascular Society (CCS) Annual Congress

  • At the Centre des congrès de Québec
  • October 23-26, 2025

Come see us to talk about your needs, ask questions or just chat with our team.

We look forward to seeing you this fall!

Contact us!

For more informations, contact our team.

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Frequently asked questions

Questions?
We have the answers

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.

FAQ