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Questions to Consider When Assessing Medical Equipment Services

Aria November 25, 2021

Medical equipment is like any other type of technology in that it is prone to breakdowns from time to time. There are strategies that can be implemented to prevent the occurrence and severity of breakdowns, including regular maintenance and scheduled repairs.

Many healthcare equipment suppliers offer maintenance and repair services as part of their comprehensive support. However, not all suppliers offer the same level of medical equipment management. The type of customer and technician support provided is one of the most important factors to be considered when deciding between different suppliers. With that in mind, continue reading to discover key questions to be considered when assessing medical equipment services.

How large is the support team?

The term ‘support team’ can refer to both customer service representatives and trained technicians. Before purchasing equipment, check that the company has sufficient personnel on staff. Ideally, any questions you have should be answered in a prompt and efficient manner. Customer service representatives should be helpful, informed, and able to offer assistance tailored to your needs and circumstances.

If the company is providing equipment maintenance and repairs, it’s important that their technicians are appropriately trained and behave in a professional manner.

Does the company provide Original Equipment Manufacturer (OEM) repair?

Original Equipment Manufacturer (OEM) repair refers to maintenance and repairs that are conducted according to the original manufacturer’s standards.

When it comes to medical equipment, not all manufacturers produce parts of the same quality. As we’re sure you are aware, the overall quality of your equipment has a direct impact on the level of patient support you are able to provide. With that in mind, maintenance and repair is really not an area that you want to be cutting corners on. Don’t fall into the trap of opting for cheaper maintenance with non-certified repairs.

OEM parts may be more expensive, but they’re guaranteed to result in a diagnostic or operative that is accurate and efficient.

Are spare parts readily available?

While this shouldn’t completely dictate your choice in equipment or supplier, it’s important to keep in mind that some parts are more readily available than others. Ultimately, if you are working with a trustworthy and professional equipment provider, they will be able to source all the parts for you — regardless of how common or scarce they are. Just keep in mind that the longer you have to wait, the greater impact this will have on patient care.

What type of repair services are offered?

The unfortunate reality is that faulty or broken equipment is likely to result in longer patient waiting times. A good medical equipment services team will understand this and do everything in their power to ensure technicians are on-site as soon as possible.

This question also ties closely to the size of the support team. If a company doesn’t have adequate numbers of trained technicians, it’s going to take a lot longer to get someone out to your site to conduct repairs.

What happens if equipment breaks down completely?

The answer to this question will differ depending on a number of variables. How old is the equipment? What type of warranty was signed at the time of purchase? What condition was the equipment kept in?

Given this, it’s important that you have a direct discussion with your provider before purchasing equipment. Ask them to run you through the different scenarios to get a better understanding as to what your rights and responsibilities are.

Are flexible contract options available?

Running a healthcare facility is expensive, regardless of the size or scope of your business. Flexible contract options can help you get your hands on the equipment you need without having to place undue financial stress on your company.

The top medical equipment services companies will work with you to come up with an appropriate payment plan that is both fair and meets your needs.

What types of warranty are on offer?

Warranty is important when purchasing any type of expensive equipment, not least of all medical devices. These products can cost tens of thousands of dollars, and you want to ensure that your purchase is adequately protected.

With this in mind, warranty options are well worth investigating before making a purchase. Many medical equipment services teams will provide several different types of warranty options, from OEM warranty to extended warranty.

If you don’t have much experience in this area, it can be a good idea to have a legal representative talk through the options that are available to you. It’s important that you fully understand what you are signing up for before making a purchase.

The quality of medical equipment is certainly important. Equally as crucial, but often overlooked, is the importance of professional medical equipment services. Before purchasing equipment, be sure that you fully understand the types of services offered by the supplier and the level of help that will be made available to you, should something go wrong.

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