Imagine this: you complete a routine test through your doctor’s office and move on, assuming everything is fine. Six months later, you find out the result never reached your care team. Now, additional follow-up is needed for something that should have been addressed much sooner.

At Magenta Health, we know that even small gaps in patient information can affect care. Missing medical information (MMI) — such as lab results, imaging reports, or specialist notes that were never received — is often the result of human error, technical issues, or gaps in system workflows.

Despite using modern tools, healthcare still relies on multiple systems and organizations communicating with each other. There is currently no standardized, province-wide protocol that guarantees every piece of information arrives exactly where it should.

Even if it happens infrequently, missing medical information can still impact care by delaying follow-ups, limiting the information available to physicians, and slowing the response to important findings.

We feel a personal responsibility to reduce this risk for the patients we serve and to contribute to broader improvements across the healthcare system. That’s why our policy goes beyond simply finding the missing information.

As part of our <Better Care/> initiative, we:

Resolve the immediate patient care issue
Investigate why it happened
Fix processes to prevent it in the future
Continuously invest in improving the shared electronic medical record (EMR) system

Taken together, these steps make care safer, faster, and more reliable for you, your family, and patients across Canada. Learn more about our approach to closing the loop and delivering <Better Care/> here, or contribute to our ongoing system improvements.