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Siemens Managed Equipment Service sees increased customer satisfaction

Siemens Healthcare UK : 09 January, 2008  (New Product)
An annual Managed Equipment Service (MES) customer study for Siemens Healthcare has shown an overall increase in customer satisfaction for the third year running with a score of 75 percent for good to excellent performance in one of the largest surveys of its type undertaken to date.
The likelihood of people recommending Siemens’ MES offering to industry peers has also increased significantly and now stands at over 70 percent.

Siemens Healthcare is the market leading provider of Managed Equipment Services to NHS Trusts having pioneered the concept in 1999. It offers a vendor independent and multi vendor approach despite being a manufacturer and provider of medical solutions.

Customer sites are given an informed choice on what equipment replacement and renewal path to take as part of a stable, long term approach to managing technology and financial planning. Having access to the expertise and technology that only a medical manufacturing company has, provides customers with access to not only leading edge developments, but also in-depth analysis of patient workflow to ensure cost efficient and effective use of technology.

“Over the last 12 months the MES team has been focused on improving performance and enhancing the levels of support we offer customer sites. The 2007 survey results demonstrate this commitment,” said Paul Milligan, Head of PFI and Major Projects at Siemens Healthcare. “Siemens pioneered the MES and multi vendor concept and now has nine sites with operational long-term partnerships in place demonstrating the return on investment that this approach can deliver.”

The 2007 customer survey also drew out the key performance aspects such as attitude of service staff, professionalism, speed of repairs, first time fix and call desk response rates. All elements achieved a positive score from customer respondents for a good to excellent service.

Paul Milligan continued, “2008 presents exciting opportunities for the MES marketplace and we will be embracing the challenges with vigour. MES offers a strategic commercial approach to an end-to-end solution of the management and replacement of hospital medical equipment, reducing risk and streamlining financial planning. The biggest misconception in the MES marketplace is around manufacturers of equipment and the vendor independent approach. This is something we’ll be looking to redress we do provide full clinical choice and we typically work with over 200 different equipment providers at each of our customer sites, which offers many advantages yet it is often overlooked.”

Philip Peace, business manager for operations at Siemens Healthcare also noted the continuing high rating of Siemens’ performance by NHS Trusts and clinical staff, “This is another very impressive endorsement of the very high quality and professional service delivered to our customers on a 24/7 basis”.

The Siemens MES customer satisfaction study sampled 302 Trust personnel at seven of its operational NHS Trust sites in the UK. The survey was conducted by postal questionnaire and face to face interviews by market research specialists ActionPoint.
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