In this episode, Nelson Gomes shares a masterclass on what it takes to be a high-performing MSP in the healthcare vertical. From EMR optimization and patient engagement to AI adoption and M&A strategy, Nelson breaks down how MSPs can move beyond maintenance to become true transformation partners for their healthcare clients.

Whether you’re looking to grow, specialize, or position your MSP for a successful exit, Nelson offers real-world insights drawn from decades of leadership in healthcare IT.

💬 Questions & Responses:

Q: From an MSP standpoint, what makes healthcare different in terms of the skill set required?
🗣 Understanding the business of healthcare is critical — it’s not just fixing EMRs, it’s optimizing them and knowing the clinical workflows.

Q: How do specialist MSPs create more value than generalists?
🗣 Specialists speak the same language as providers and win trust faster — 9 out of 10 times, they win the deal.

Q: What are healthcare organizations really looking for when selecting an MSP?
🗣 Experience, expertise in healthcare systems, and a sense of security that their MSP “gets it.”

Q: What kind of background should MSPs build to succeed in healthcare?
🗣 A strong healthcare foundation — either through EMR experience or supporting medical administration systems.

Q: Can you explain Gartner’s “Run, Grow, Transform” model?
🗣 Most MSPs focus on “Run” — daily maintenance — but true value is created through “Grow” and “Transform” initiatives.

Q: What’s a real-world example of transformation in action?
🗣 Helping practices adopt patient engagement apps — moving beyond IT support into strategic consulting.

Q: What role should MSPs play in M&A due diligence for healthcare?
🗣 IT due diligence is often overlooked. Nelson helped create a 6-part framework to standardize and simplify this critical process.

Q: Should MSPs trying to enter healthcare build or buy?
🗣 Buy. Acquiring a healthcare-focused MSP gives you immediate credibility, clients, and expertise.

Q: Where is AI playing the biggest role in healthcare today?
🗣 Diagnostic imaging, like mammography. AI is powerful, but needs clinical oversight and thoughtful adoption.

Q: What healthcare tech events should MSPs attend?
🗣 HIMSS, ViVE — critical for staying ahead of tech trends and industry expectations.

Q: What advice do you have for MSPs expanding into healthcare?
🗣 Have a clear, well-thought-out strategy and the right people to execute it.

Q: How should smaller MSPs think about scale and specialization?
🗣 If you’re not ready to scale, consider exiting at a good multiple to a larger player and learn from the experience.

Q: Grow solo or partner up?
🗣 Joining a platform can accelerate growth — faster path to value creation than going it alone.

Q: Final takeaway for MSPs?
🗣 Understand your value, define your personal goals, and have an advisor to guide you through transitions.

Hosted by Madhur Duggar, Senior M&A Advisor at Excendio Advisors, specializing in MSP M&A, valuations, and exit preparation.

Reach out to Madhur by email or 212.731.4230  

Book an Appointment with Madhur on LinkedIn

Check out Excendio Advisors and our amazing content at www.excendio.com

Reach out to Nelson Gomes on LinkedIn.