Telus 2013 Annual Report Download - page 15

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In 2013, consistent with our corporate priority to elevate TELUS’ leadership position in
healthcare information and to expand the reach of TELUS Health in the first line of care,
providing EMR solutions to physicians across Canada, we completed the acquisition of
PS Suite EMR, the EMR business operated by MD Practice Software LP, a member of
the MD Physician Services Group (a subsidiary of the Canadian Medical Association).
In March 2014, we acquired Med Access Inc., a leading company based in Kelowna,
B.C. providing EMR services to 2,000 specialty and general practice physicians in B.C.,
Alberta, Saskatchewan, Manitoba, and Ontario. We made these acquisitions to expand
the reach of TELUS Health in the first line of care, providing EMR solutions to physicians
across Canada. These acquisitions and previous acquisitions of EMR providers, coupled
with organic growth, have positioned TELUS Health as the largest EMR provider in
Canada. TELUS Health provides solutions to all major stakeholders in the healthcare
system, including hospitals, pharmacies and extended healthcare providers, such as
physiotherapists and chiropractors.
In early 2013, we acquired Digital WYZDOM Inc. and Digital WYZDOM Forensics Inc.
(collectively, Digital WYZDOM), which have specialist capabilities in digital forensics,
network security, e-discovery, intellectual property and fraud advisory services that are
complementary to our existing security solutions portfolio. These acquisitions enable us
to offer end-to-end security and forensics services to help customers identify security
risks and proactively respond to potential threats. The digital forensics industry is
growing rapidly as a result of increased digitization of all aspects of business,
government and personal records.
On November 29, 2013, we acquired 100% of Public Mobile, a Canadian wireless
communications operator focused on the Toronto and Montreal markets, which was
amalgamated with TCI on January 1, 2014. In addition, since 2011, we have also
acquired TELUS-branded wireless dealership businesses to ensure we provide a
focused and consistent customer experience.
Investing in internal capabilities to build a high-performance culture and efficient
operation
In 2011, approximately 1,600 senior leaders and management staff interacted for a day
with front-line team members. Initiatives identified and implemented, such as improved
interactive voice systems and more flexible installation times, are leading to quality of
service improvements for our customers. In 2012, we collected more than 1,000
improvement ideas from team members from all levels of TELUS as part of an extensive
fair process exercise. The insights gained led to the development of four customer
commitments that underpin our internal goals and corporate priorities and help us deliver
an elevated experience to our customers are:
 We take ownership of every customer experience;
 We work as a team to deliver on our promises;
 We learn from customer feedback and take action to get better, every day; and
 We are friendly, helpful and thoughtful.
See Going to the market as one team for developments in 2013.