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Parts and Service - The Full Story

by Sean Ruck , Contributing Editor
From the August 2014 issue of DOTmed HealthCare Business News magazine

When even preventative maintenance can’t fend off an unforeseen system failure, the service also offers equipment repair options, onsite support and loaner equipment as well as a troubleshooting helpline for service- related questions, according to Rizzolo.

Rizzolo says the ProCare service team undergoes a rigorous training program in order to be ready to repair equipment according to OEM standards. “For all medical equipment, but especially those used in direct patient care, it is important that the devices being repaired are working in compliance with the highest OEM standards,” she says. “Stryker ProCare service providers are specially trained and certified to handle and repair parts according to the manufacturer’s instructions. They also have access to OEM original parts and the tools specifically designed to repair that equipment, which can elevate health care provider’s confidence in the repair and reduce the risk of malfunction or the need for additional repairs and services.”
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Rizzolo says it’s common for hospitals to make the mistake of thinking that all service contracts provide them with the full line of services they need. That’s not necessarily the case, she says. “Hospitals should first evaluate their equipment service needs before selecting a service provider. Once a hospital has identified the breadth, volume and criticality of supplies in their facility, they can make an informed decision regarding what level of service they require and which provider can best match their needs.”

During the negotiating process, it’s also important for decision makers to ask questions about the level of experience the service techs will bring to the table as well as finding out what certifications they hold and how accessible they are. After all, even the most experienced and knowledgeable technician is of little use if they can’t be reached in a timely manner.

In the future, Rizzolo expects to see more hospitals partnering with quality service providers and service providers working hard to keep staff abreast of the latest in medical equipment updates as the equipment continues to evolve at a rapid pace. She believes the relationship will only grow deeper between hospitals and service providers as the need to provide better care at a reduced cost becomes even more of a priority.

The role of Bayer’s arms
Bayer Healthcare has two distinct service arms that deliver support to customers. The first, Bayer HealthCare service strictly focuses on providing preventive maintenance and repair for Bayer radiology and interventional equipment. Anne Osbourn, U.S. service marketing at Bayer, says it’s important to note that service on those products is not limited to theU.S., with service on devices in other parts of the world supported through Bayer Medical Care’s hub in Maastricht in the Netherlands and through a large network of distributors.
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