FAQ

While our primary focus is supporting healthcare providers across Canada, we also work with a select group of business clients who want a committed managed IT partner. Those business clients benefit from the same standards for speed of response, reliability, and efficiency that we developed for supporting healthcare providers.

We are built around healthcare. Our processes, monitoring, and tools are tuned for EMRs, pharmacy systems, dental software, regulated data, and busy clinical workflows, not just generic office IT. We understand that slow EMRs, pharmacy delays, or dental imaging issues directly affect patient care, patient experience, and revenue, so we treat them as urgent clinical problems, not optional improvements.

Our team has supported thousands of healthcare users across many types of organizations. We have worked with every major Canadian EMR and a wide range of dental, pharmacy, and allied health systems. That experience means we can often recognize patterns and solve problems faster because we have seen similar environments before.

Yes. We help new sites design a digital foundation from the ground up and we help existing organizations modernise their environment, reduce downtime, and improve performance without disrupting care.

BlueBird iT is part of the WELLSTAR universe. This gives our clients access to a broader ecosystem of healthcare technology expertise and integrations while continuing to work directly with our team for day to day support, projects, and strategy. You can read more about our partnership with WELLSTAR here.

A BlueBird monthly support plan gives your healthcare organization an IT department without building one from scratch. Plans typically include unlimited remote help desk for covered users, proactive monitoring of PCs, servers, devices, and networks, security controls, patching, and configuration management, and regular maintenance, updates, and health checks. Visit our Services page to learn how we can support you.

Our pricing model is designed to remove ambiguity and build trust. Support plans are all inclusive rather than billed strictly by the hour. You pay a predictable monthly fee for ongoing support plus a clear flat onsite fee when a technician needs to visit your location. We stay profitable by preventing issues and fixing root causes, not by letting problems drag on so we can bill more time. Our incentives match yours: stable systems, fewer issues, and fast resolution when something does go wrong.

Pricing depends on the size and complexity of your environment, the number of locations, and the level of coverage you need. Most clients choose a predictable monthly fee for managed services, plus one time costs for projects. We provide a clear written proposal before any agreement. Want to learn more? Fill out our Contact Us form and one of our consultants will follow up with you.

Yes. Onsite support is part of how we deliver service. Most issues are resolved remotely, but when an onsite visit is needed, clients on our support plans pay a simple flat onsite fee per visit, no matter how long the technician stays. This keeps costs predictable and gives our team room to fully resolve the issue instead of rushing.

Our current live support hours are Monday to Friday, 8:00 a.m. to 6:00 p.m.  and Saturday, 10:00 a.m. to 2:00 p.m. Outside these hours, you can call our regular number at 888.930.9933 and follow the after hours instructions. Our callback service will notify a technician who will call you back to discuss the issue and help you move things forward. We are planning to expand live support coverage in 2026 so we can better cover client needs across all provinces and time zones.

Outside business hours you can call our regular number at 888.930.9933 and follow the after hours instructions. Our callback service will notify a technician, who will call you back to discuss the issue and help you move things forward. If the problem is not time sensitive, you can also email our support team or submit a ticket through the Support Portal. Those requests will be reviewed and handled promptly when regular hours resume.

Yes, absolutely. Many of our clients are solo physicians and small independent clinics, and they are a core part of who we support. You receive the same level of attention, fast response, and proactive support as larger organizations, so your clinic can run smoothly without feeling like a small account. Our goal is to help you deliver positive outcomes for your patients, so clinic size does not matter to us, only patient well being.

Yes. We work with a wide range of specialist clinics, including fertility and reproductive health, ophthalmology and eye care, plastic and cosmetic surgery, dermatology and skin clinics, and many other specialty practices. These environments often rely on imaging, photography, and procedure specific equipment, along with strict privacy requirements and complex workflows. Our role is to keep the EMR, imaging systems, network, and devices reliable and secure so your team can focus on patient care rather than technology issues.

We support healthcare providers across Canada. We have staff to cover major metropolitan areas and their surrounding communities, and we combine that with remote support and trusted partners so we can reach providers in a wide range of locations.

Areas we actively cover include:

• Ontario: Greater Toronto Area, Ottawa, Kingston, London, Thunder Bay, Sault Ste Marie
• British Columbia: Vancouver, Vancouver Island
• Alberta: Calgary, Edmonton
• Manitoba: Winnipeg
• Quebec: Montreal
• Atlantic Canada: Nova Scotia, Prince Edward Island, Newfoundland and Labrador

If your community is not listed, you can still contact us. In many cases we can extend support to additional regions through our own team or our partner network.

We support a wide range of healthcare providers, including:

• Family medicine and specialist practices
• Family Health Teams (FHT)
• Family Health Organizations (FHO)
• Family Health Groups (FHG)
• Community Health Centres (CHC)
• Walk in and urgent care clinics
• Surgical and procedure centres
• Imaging and diagnostic clinics
• Independent and banner pharmacies
• Dental practices and oral surgery clinics
• Nurse practitioner led clinics
• Physiotherapy, chiropractic, optometry, and other allied health providers
• Healthcare service companies and administrative support organizations connected to these settings

These are just indicative of the wide range of organizations we support!

Yes. If you provide services or SaaS solutions to clinics, pharmacies, or specialist practices, we can be your IT partner on the ground. This includes software vendors, virtual care platforms, remote monitoring services, and digital check in or kiosk solutions.

You focus on your product. We look after the clinic side, for example networks and WiFi, workstations, printers, scanners, label devices, and the infrastructure your solution relies on. That way your deployments run smoothly and support does not get stuck on local IT issues.

You can recommend BlueBird iT directly to your clients, or we can work behind the scenes as a white label partner under your brand. We already provide field services for one of the major EMR platforms in Canada and deploy patient check in kiosks for a healthcare SaaS provider, so this model is proven in real clinics.

We are EMR agnostic, which means we work with all major EMRs used in Canada, including Oscar, TELUS PS Suite, Accuro, QHR, and many others. We support whichever platform your team is already on or decides to move to.

The best EMR is the one that fits the way your clinic works, so we always encourage you to evaluate your options, involve your clinical and administrative staff in the decision, and choose based on your own workflows and preferences. Once that decision is made, we take care of everything around it, designing and maintaining the infrastructure, security, and support processes that keep your chosen EMR running reliably day to day.

Yes. We regularly support groups with multiple sites and mixed environments. We design networks, security, and support processes that work across all your locations and give you a single point of contact, instead of juggling separate IT companies in different provinces.

When you call our help desk during business hours, a real person picks up within seconds. No phone trees, no waiting on hold, and no leaving a message hoping someone calls back.

For critical issues that stop or prevent patient care, including EMR outages, network failures, and printing or dispensing problems, we treat those as immediate priorities.

Less urgent issues are triaged and handled in order so nothing falls through the cracks.

We set clear response time expectations during onboarding and review our performance with you regularly so you always know how we are doing.

No issue is too small and no problem is too complicated. Whether it is a staff member who cannot log in, an EMR that is running slow, a network that keeps dropping, or a full site outage during clinic hours, our team handles it all with the same level of care and urgency.

As a managed service provider we do not just show up when something breaks. Proactive monitoring, regular maintenance, and scheduled health checks mean we are often aware of a problem and working on it before your staff even notice. When issues do come up, we look for the root cause rather than applying a quick fix that will not hold, so the same problem does not keep eating into your clinic day.

The goal is always the same: fewer surprises, faster recovery when something does go wrong, and more time for your team to focus on patients instead of technology.

Yes, and this is something we do regularly for the healthcare organizations we support. Because of our negotiated contracts and volume pricing with vendors, we can usually beat retail and online prices on comparable business equipment. If you find a better price elsewhere, send it to us and we will review it with you.

When we recommend hardware, we choose it with your clinical environment in mind:

• Business grade computers built to run continuously in a busy clinic without wearing out
• Specifications that comfortably exceed the minimums for your EMR and practice software
• Models selected for long term reliability so you are not replacing equipment every couple of years

If you are a healthcare SaaS provider looking to bundle hardware with your solution, talk to us about volume procurement and we will make it work.