Question: How do medical device companies perform field service and in-service visits and calls?

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How do medical device companies perform field service and in-service visits and calls? What are best practices and what are...

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Posted by Clark Love (Discussions: 1, Comments: 1)
Replied on May 16, 2017 12:00 am
Category: Medical Devices
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Seemingly your organization is in an allied field to field service (FS) operations. FSA could involve repair, replacement, pt injury, death. So the newbie needs a complete understanding of the technical aspects of the device and the regulatory responsibilities that may be encountered. A very strong and comprehensive training regimen is needed. Currently, the field operatives are trained through educational institutions, this would change to involve them in technical repair of electronics/mechanics/software. There is FS S/W that helps the management of the process.
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Posted by George Butcher (Discussions: 0, Comments: 195)
Replied on May 15, 2017 8:00 pm
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Large med device companies have full service organizations that operate separately from sales, and they do installation, preventive/unplanned maintenance, and upgrades, both during the warranty period and under a paid post-warranty service contract. Big hospitals handle much of that themselves with their in-house biomed teams, while smaller orgs outsource it. The labor cost problem everyone has is that it is inefficient to send people only to touch a small number of machines, so the ideal is to bundle services and offer support for everything, from seven-figure imaging machines down to hand-held/portable devices. I would view this as a great new opportunity for your business as the incremental risks for you are smaller than for someone whose team does not consist of licensed healthcare professionals, and your marginal cost is low because your folks are already physically there. There are risks if things go badly (as GM Butcher mentioned), but that's manageable.
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Posted by Roger Cepeda (Discussions: 0, Comments: 21)
Replied on May 17, 2017 8:00 pm
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From a clinical diagnostics perspective, Roger is absolutely correct. I have had extensive experience with companies that manufacture and market sophisticated clinical laboratory analyzers that come with a variety of service plans. many, if not most also have very complex but easy to use remote diagnostics using the internet to provide preventative , diagnostic and maintenance repairs. It is important to diagnose the problem remotely so that the requisite part is on site when the field service technician arrives. This greatly expedites the repair process, reduced downtime and cost. Before the use of the internet in this manner, I launched a phone service that did essentially the same thing in 1983 for an automated immunoassay analyzer.
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Posted by Ken Powell (Discussions: 0, Comments: 55)
Replied on May 18, 2017 8:00 pm
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The business model to which you refer has evolved considerably in the USA during the past ten years. Clinical Nurse Educators as they are called are contracted to perform 'Train the trainer' episodes on an hourly or per diem basis plus travel expenses. They are located in geographically strategic cities.
Smaller companies provide comprehensive to these CNSs
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Posted by John Robert Clague (Discussions: 0, Comments: 6)
Replied on May 18, 2017 8:00 pm
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If a CNS network already exists in the UK, I would appreciate an introduction to the group.
John R Clague Prospect Diagnostics Ltd
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Posted by John Robert Clague (Discussions: 0, Comments: 6)
Replied on May 18, 2017 8:00 pm
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Such professional servicesare available in proncpal cities in the USA delivered by so called Clinical Nurse Educators CNSs.
Smaller companies provide comprehensive training to these CNSs and with the benefit of networking, the good CNSs end up providing training for multiple companies on an hourly or per diem basis plus expenses. Not surprisingly, the best CNSs transition away from nursing into a full time CNS role.

As far as I am aware this concept has yet to be explored in the UK .
Once this space is filled by some enterprising group, my company would seek to avail ourselves of their services,
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Posted by John Robert Clague (Discussions: 0, Comments: 6)
Replied on May 18, 2017 8:00 pm
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In a lot of cases, companies rely on their Biomedical department or equipment coordinator/ manager (what I do) to follow up on PM's and requests for repairs. I keep detailed notes of every repair I've managed within the OR that I manage the equipment for and I strive for a 48 hour or less repair turn around time on all equipment whether it's a DaVinci Robot or a ESU.
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Posted by Keith Fox (Discussions: 0, Comments: 1)
Replied on May 18, 2017 8:00 pm
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Clark, to me that sounds like a "Henry Ford" moment. What did Henry Ford do? He did neither invent the automobile, nor the assembly line. But he was the first to make specialisation in his workforce lead to huge productivity gains that he was able to make cars affordable and thus enter into mass production.
Transferring this to your case I would recommend the folloowing:
1. The medical device company sees sth in your field sales service that is an asset to them. What is this?
2. Once you have determined what you add to them, is this on your core menu today or would you need build extra knowledge or skills?
3. If it is a core service and easy to put on the table, ask yourself whether it is "just" a better utilisation of your staff (cost contribution) or if you find ways to strategically add value to your business.
Does that help?
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Posted by Orhan Dayioglu (Discussions: 0, Comments: 2)
Replied on May 18, 2017 8:00 pm
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The larger medical device companies that I know of use their internal field engineers to perform most of the repairs requested by the hospital system. They also use 3rd party companies to provide clinical education services (usually nurses that maintain their certifications) after having received clinical training on the specific medical devices of that company. At times 3rd party companies are involved with assisting on installation work and in some cases field work assistance. Companies can't keep personnel on hand to handle training hospital staff on new equipment or new features on upgraded equipment, so 3rd party companies are a valuable asset.
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Posted by Dave Copeland (Discussions: 0, Comments: 1)
Replied on May 20, 2017 8:00 pm
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In India most of the leading Medical equipment company does have service engineer based at metro and major city. Apart from that they would have dealer network to cover remote portion of India.
While smaller company mostly operate through their service centre in H.Q. and they largely depend on dealer network to cover geography.
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Posted by Mahadev Dhuri (Discussions: 0, Comments: 1)
Replied on May 20, 2017 8:00 pm
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Is your question from a logistics or regulatory perspective?
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Posted by Melissa Gilmore, Esq. (Discussions: 0, Comments: 3)
Replied on May 20, 2017 8:00 pm
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Smaller medical device companies would welcome such a service. We are of the largest medical device distributors in NY and their definitely is a need for this type of service. Also depends where your nurses are.

Best of luck.
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Posted by Steve Seltzer (Discussions: 0, Comments: 1)
Replied on May 21, 2017 8:00 pm
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Thanks for the response. The interest we have received is primarily from a smaller division of a larger publicly traded company. I would think smaller medical device companies would have the most interest because they have the most need for a national nurse team presence.
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Posted by Clark Love (Discussions: 1, Comments: 1)
Replied on May 22, 2017 8:00 pm
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My company would love to have nurses introduce our device to PA's, PT's, RN's and doctors in hospitals. We constantly get asked to do an in-service from clinic's and health organizations around the country. As a small business we don't have the sales staff nor funds to finance those travel expenses. And outside sales reps don't work in our model right now. This would be a great option to educate the medical community that we don't see at the trade shows.
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Posted by Erin Earlywine (Discussions: 0, Comments: 1)
Replied on May 23, 2017 8:00 pm
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medical device company perform field service with good relationship with hospitals and nursing home senior staff .Who is handle to perform overall all necessary requirement and work as well as staff handling. In Hospital and nursing home medical device field staff in entery level 1st time dr.permission is must but product is do continue in Hospital staff relationship is better .In a field distribution chanel is very very important because 60 to 70 percentage of business depend on distribution chanel. In entry level pacenc of company is must.Because 2 to 3 months market watch this company are Janine or not.after claim settlement medical device company service is good or not obtained by market and customers.
Regards
uday nath mishra.
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Posted by UDAY MISHRA (Discussions: 0, Comments: 1)
Replied on May 23, 2017 8:00 pm
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