Overview
Nova Scotia Health executed a complex, province-wide EHR go-live across diverse care settings by deploying a scalable, real-time activation support model. In partnership with Healthtech, a Nordic Global company, the organization improved clinical adoption, reduced frontline disruption, and established a repeatable framework for future large-scale clinical transformations.
Key takeaways
- Scaled support across multiple sites and care environments
- Improved clinician experience with real-time, at-the-elbow support
- Reduced go-live risk through adaptive staffing and coordination
- Maintained system-wide front-line support during a high-pressure transition
- Established a repeatable activation model for future initiatives
INTRODUCTION AND CHALLENGE.
Nova Scotia Health, a province-wide health system supporting multiple hospitals, ambulatory sites, and care facilities across Nova Scotia, Canada, successfully navigated a complex enterprise EHR go-live by deploying a scalable, real-time activation support model. With coordinated field teams, adaptive staffing, and continuous feedback loops, the organization partnered with Healthtech to improve response times, reduce pressure on clinicians, and establish a repeatable framework for future activations.
Each site across the geographically dispersed and operationally diverse health system had different workflows, patient volumes, and staffing realities. That variability made it difficult to anticipate support needs. At the same time, leadership needed confidence that frontline teams would have timely, reliable support during activation.
Without a coordinated approach, the risks were clear:
- Delays in clinician support
- Inconsistent experiences across sites
- Increased stress on already stretched care teams
- Potential disruption to patient care during transition
For IT and operational leaders, the pressure was significant. They needed a model that could scale quickly, adapt in real time, and maintain alignment across hundreds of consultants without adding complexity.
“As we got closer to go-live, the biggest concern was whether we could respond quickly enough across such a wide range of sites. “We knew the experience for clinicians and staff would depend heavily on how well we managed support in real time.”
Novia Scotia Health Executive
THE APPROACH.
Nova Scotia Health implemented a flexible, large-scale EHR activation support model designed to respond dynamically as conditions evolved across sites.
“We were looking for a partner that could operate at scale but still adapt at the site level. Healthtech brought a structured approach to coordination while still giving us the flexibility to respond to what was actually happening on the ground.”
Novia Scotia Health Executive
Coordinated, scalable deployment
Approximately 400 Healthtech consultants were deployed across the health system, including field managers, adoption coaches, and at-the-elbow support staff. This ensured clinicians had immediate access to support when and where they needed it most during go-live.
Structured field management
An advanced field management structure provided clear lines of coordination and accountability. Leaders could monitor activity, identify gaps, and maintain operational oversight across all locations without slowing decision-making.
Real-time communication and staffing adjustments
Real-time communication tools enabled rapid redistribution of resources based on emerging support needs. As patient volumes fluctuated or support demand increased at specific sites, teams could shift coverage quickly and efficiently.
“What made the difference was the ability to adjust on the fly without losing coordination. We were not locked into a rigid plan. We could see where support was needed and respond immediately.”
Novia Scotia Health Executive
Continuous feedback and alignment
Regular check-ins and structured feedback loops allowed Nova Scotia Health and the support teams to surface issues early, adjust strategies, and maintain alignment throughout the EHR activation. This enabled faster issue resolution and reduced escalation risk.
EARLY OUTCOMES.
- Scaled support across the province: Successfully deployed approximately 400 Healthtech consultants to support a complex, multi-site EHR go-live
- Faster response to frontline needs: Improved response times through real-time staffing coordination and communication tools
- Greater alignment across stakeholders: Maintained consistent communication and decision-making during a high-pressure activation
- Stronger operational control: Enhanced oversight and coordination through a refined field management model
- Repeatable success model: Established a scalable activation framework for future EHR and transformation initiatives
Throughout the project, clinical teams felt supported, leadership maintained system-wide visibility, and the organization avoided the disruption often associated with large-scale EHR go-lives.
“We were able to keep teams aligned and address issues before they escalated. That helped reduce pressure on frontline staff and kept the focus on patient care.”
Novia Scotia Health Executive
KEY LESSONS: WHY IT MATTERS.
Large-scale EHR activations are inherently complex, but the risk doesn’t have to be inevitable.
With the right combination of scale, structure, adaptability, and the guidance of an experienced partner, health systems can:
- Protect clinician experience during go-live and beyond
- Maintain operational continuity across sites
- Reduce EHR implementation risk
- Build confidence for future transformation initiatives
For organizations facing similar challenges, the takeaway is clear: Success depends less on predicting every need in advance and more on building a model, and a team, that can respond effectively as conditions change in real time.
ABOUT NOVA SCOTIA HEALTH.
Nova Scotia Health delivers healthcare services to residents across Nova Scotia, as well as select specialized services to patients throughout Atlantic Canada. The organization operates hospitals, health centres, and community-based programs across the province.
Its team includes healthcare professionals, physicians, researchers, learners, and volunteers working together to provide care and support across a wide range of clinical and community settings.
Nova Scotia Health also partners with community organizations, schools, governments, foundations, auxiliaries, and community health boards to advance health and wellness, from local programs to research initiatives aimed at improving outcomes across the province.
