By Michael Moore, Modality Service Manager - Nuclear Medicine
Having diagnostic imaging equipment functioning at its most optimal is essential to making a quick and accurate diagnosis, as well as keeping hospital costs down. The best outcome in diagnostic imaging requires the patient receiving a successful scan on the first try, which yields an early diagnosis.
It is with this knowledge that Numed’s service department has become a growing part of our overall business.
When Numed began, our engineers only worked on our specific equipment. But over time, we launched a service to work on third-party diagnostic equipment too. What began with servicing nuclear medicine equipment expanded to included PET/CT, CT, MRI and x-ray equipment. To accommodate the expansion, the service department was relocated to a 25,000-square-foot service center – and we are still growing.
We have always hired the best engineers, and that has helped to better serve our clients and their patients. Our approach to service is unique in that we strive to be preventative and predictive rather than reactive. This helps our clients avoid problems across all the modalities we service.
When a system goes down, response time is crucial. Delay in repairs mean delayed scans and rescheduled appointments, which affects the patient as well as the healthcare system. When a client contacts Numed to fix their system, we help them get back to their patients as quickly as possible.
Numed is a client-first company, and since we are ISO 9001:2015-certified, our processes and procedures are held to the highest standard. Our talented employees provide first-rate customer service, essential maintenance and quick repairs.
One of my diagnostic equipment maintenance stories showcases Numed’s dedication to our clients. I once went to a client’s facility to look at the system I was going to be working on after hours. At 10:30 p.m. the client checked in with me to see how it was going, and to let me know there were scans tomorrow that needed to happen, to which I replied, “I’ll have it working by 7:30 a.m.!” By 6 a.m. I was making good progress. At 7:00 a.m. I started the daily QC’s, and the client came in and commented how nice it was of me to come in and check the daily QC for them before they showed up. I did not bother to tell them that I never left, having worked all night. I hung out for a while, long enough to see that everything worked perfectly well, then I went home and went to bed.
That story isn’t just unique to me. Many of our engineers can tell a similar tale, which is why Numed is a client-first company through and through.