Norman Silver, CEO and co-founder of QDoc, has built a career rooted in healthcare innovation. With a background as a pediatric emergency physician, Norman has spent years identifying gaps in healthcare delivery and creating solutions to improve patient experiences. His journey from the emergency room to the boardroom of a pioneering medical technology company is marked by a commitment to enhancing the accessibility and quality of healthcare. We at CIO Global, are proud to introduce Norman Silver as one of the Promising CEOs to Watch, 2024.
Norman Silver’s career began in the demanding environment of pediatric emergency medicine. His experience as a physician provided him with firsthand insights into the challenges faced by both healthcare providers and patients. This background served as the foundation for his later work in healthcare innovation. Throughout his medical career, Norman identified numerous opportunities to enhance healthcare delivery. These included initiatives like nurse-initiated x-rays, oral rehydration in waiting rooms, and the establishment of specialized clinics such as a pediatric sedation service and a Minor Injury Clinic for Kids.
“Our mission is to provide equal access to quality medical care for all Canadians, regardless of their geographic location or socioeconomic status.”
Each of these initiatives was driven by a desire to improve patient care and streamline healthcare processes. Norman’s experience in these areas eventually led to the creation of QDoc, a medical technology company that has revolutionized virtual healthcare delivery. The inspiration for QDoc came from a recognition of significant gaps in the healthcare system. In December 2020, Norman, along with his partner Dave Berkowits, who has over 30 years of experience in the medical technology industry, set out to address these gaps. Their combined expertise led to the development of QDoc, a web-based platform that connects patients with healthcare providers for real-time virtual appointments. QDoc’s mission is to ensure equal access to quality medical care for all Canadians, regardless of their geographic location or socioeconomic status. The platform’s innovative software allows for a seamless connection between patients and physicians, providing a crucial service to underserved areas, including rural regions, homeless communities, and First Nations populations.
Since its inception, QDoc has provided over 100,000 virtual visits, saving more than 15,000 trips to emergency departments. The company’s impact is evident in the thousands of 5-star reviews it has received, reflecting the high quality and responsiveness of the physicians using the QDoc platform. The real-world impact of QDoc is best illustrated by the stories of patients who have benefited from the platform. For instance, during a snowstorm in Manitoba, a patient with a child suffering from Nursemaid’s Elbow was connected with a pediatric ER physician through QDoc. The physician guided the parent through the process of reducing the elbow, saving the family from a dangerous drive to Winnipeg in a snowstorm and preventing a more complex medical situation.
In another case, QDoc played a crucial role in saving the life of a 3-week-old baby. After receiving concerning advice from a walk-in clinic, the child’s parent turned to QDoc for a second opinion. The QDoc pediatrician quickly recognized the severity of the situation and arranged for the baby to be seen at the nearest hospital. The child was intubated, ventilated, and admitted to a pediatric intensive care unit within hours, a life-saving intervention that may not have occurred without QDoc’s timely involvement. These stories are just a few examples of how QDoc has made a tangible difference in the lives of patients. By providing real-time access to medical professionals, QDoc has not only improved patient outcomes but also reduced the strain on emergency departments and healthcare resources.
Norman Silver’s vision for QDoc is ambitious. Over the next year, the company aims to make its platform more scalable and to significantly increase its revenue. With an 11-member in-house software development team, QDoc is focused on enhancing its product to better serve an expanding user base. The company plans to double its virtual care revenue, introduce a third revenue stream, and begin geographic expansion beyond its current service areas of Manitoba, Nunavut, and northwest Ontario. Norman’s ultimate goal is for QDoc to become a household name, with the platform being used as a verb synonymous with accessing a doctor. This ambitious vision is rooted in the company’s mission to provide quality healthcare to all, regardless of location or socioeconomic status.
As CEO, Norman Silver has faced numerous challenges, but his ability to navigate these obstacles without compromising the company’s mission has been key to QDoc’s success. He believes that a good CEO must have both a clear vision and the ability to adapt to changing circumstances. This mindset has allowed QDoc to pivot its approach when necessary while staying true to its core values. One of the most significant challenges QDoc has faced is maintaining motivation and focus among its team. However, the company’s mission to provide equal access to quality medical care is a powerful motivator. This mission, combined with QDoc’s core values of Quality, Diversity, Ownership, and Compassion, creates a strong foundation for the company’s culture. These values are emphasized daily and are even recognized through monthly awards given to employees who exemplify them.
QDoc’s commitment to its mission, its focus on the public healthcare system, and its patent-pending work distribution process set it apart from competitors. The company’s approach to innovation is driven by its world-class in-house development team, which has the capability to turn ideas into reality. QDoc’s use of agile methodologies, such as Scrum and Design Thinking, ensures that the platform is continuously evolving to meet the needs of patients and healthcare providers. Recent achievements, such as securing a $1.25 million government contract, reaching 100,000 patients, and launching an app in the Apple ecosystem, demonstrate QDoc’s momentum and potential for growth. These milestones are a testament to the company’s ability to innovate and adapt in a rapidly changing healthcare landscape.
For Norman Silver, the most important quality in new hires is alignment with QDoc’s mission and values. While talent is essential, it is the commitment to the company’s goals that truly sets QDoc employees apart. This focus on mission-driven hiring ensures that every team member is dedicated to delivering on QDoc’s promise of equal access to quality healthcare. As a relatively young company, QDoc has had to strike a balance between long-term goals and short-term needs. In its early stages, the company was highly fluid, adapting quickly to new challenges and opportunities. Now, as QDoc enters its fourth year, the focus has shifted to more strategic planning, with a clear five-year plan guiding the company’s growth.
Norman Silver’s advice for aspiring CEOs is simple: don’t be afraid to ask for what you need. Many people share the same vision and may be willing to support your business idea. He also emphasizes the importance of keeping the customer at the center of everything you do and focusing on how your business can solve their needs. Failure is an inevitable part of any business journey, but Norman believes in pivoting on approach without compromising on the company’s mission, vision, and values. This resilience has been key to QDoc’s success and will continue to guide the company as it grows.
Outside of work, Norman stays balanced by working out five times a week and spending quality time with his three children, Zoe, Izzy, and RJ. These activities help him stay focused and energized, enabling him to lead QDoc with clarity and purpose. Norman Silver’s journey from pediatric emergency physician to CEO of QDoc is a testament to the power of innovation and vision in transforming healthcare. Under his leadership, QDoc has become a pioneer in virtual healthcare delivery, providing essential services to underserved communities and setting new standards for patient care. As QDoc continues to grow, Norman’s commitment to the company’s mission and values will ensure that it remains a leader in the industry, making a positive impact on the lives of patients across Canada.