With the aim of supporting Quebec’s prehospital emergency services in their digital transformation, this research report examines the challenges and levers for a successful digital transformation from three perspectives: technology, operations and governance.

In terms of technology, the authors note that several projects are underway simultaneously, and that technological solutions are being developed locally without established national standards. In terms of operations, the standardization of operations is viewed positively, although it is important to leave room for manoeuvre to take into account regional specificities. Operations could also be optimized through a better integration into the continuum of care. As far as governance is concerned, the Centres de communication de santé (CCS) generally get on well with the current governance structure, but relations between stakeholders are uneven from one region to another. Reconciling the perspectives of the various stakeholders involved (private, public, NPOs) is an irritant for the governance of prehospital services in some regions.

Their analyses and findings are based on (1) a review of the scientific literature, (2) a summary technological inventory of the various CCSs based on interviews and a review of existing documentation, and (3) semi-structured interviews with all the key stakeholders in the CCSs, CISSSs and CIUSSs and representatives of the Ministère de la Santé et des Services sociaux (MSSS).