Scheduling service calls/service hotline
Scheduling service calls
Setting up a central switchboard has proven to be the ideal solution both for our customers and for our service team over the past few years. All service calls are routed from our office in Helmond. The main advantages of this set up are the brief response times afforded by coordinated workflows and the targeted briefing that our engineers receive before they are dispatched to service your system.
Our help desk enters & processes failure and error reports and other enquiries. We distinguish two levels:
- First level – Technical questions or failure reports come in via phone or e-mail. If the problem cannot be solved, your enquiry will be escalated to the second level.
- Second level – Depending on the type of enquiry or problem, our experienced technicians will address your concern. If the problem cannot be solved, it may be possible to remove it with our remote servicing tool.
Failure reports are systematically recorded, saved, statistically analyzed and documented in our equipment database. This enables system failures that recur later or similar ones to be eliminated more quickly and efficiently.
Remote service of medical equipment is becoming more crucial. Software programs allow our service technicians to log into your system directly via VPN connection. The technician sees your system’s display screen on his computer, which enables him to perform both routine maintenance tasks and error analyses. The advantage of remote service is that technicians can work on the problem immediately and gain speedy feedback on the cause, ensuring system availability as soon as possible. This also saves you the cost of unnecessary service calls on site.
This is a standard contract covering basic modules, safety checks and quality assurance. The main purpose of this cost-conscious service package is to maintain the value and condition of your system. The maintenance is carried out at regular intervals.
This form of contract is often chosen by customers with heightened risk and more stringent demands for system availability who still seek cost savings. It comprises two cost blocks:
- Base fee for all services offered by Werbri, paid as a lump sum.
- Variable component for replacement parts, invoiced according to use.
The client pays only for the hours effectively worked and the replacement parts used. The maximum amount (cap) is the amount that would have been charged for a full service agreement. The overall advantage is the budget security and the full transparency afforded by a guaranteed cost ceiling.
Full service agreement
This type of contract guarantees the most security possible by covering all services in one service package. It includes not only the hourly fee of the technicians but also travel costs and all replacement parts and vacuum-packed items.
These are required by law for all medical equipment operators and serve the purpose of ascertaining safety and identifying defects and risks. They are usually carried out and documented on annual maintenance visits.
In times of scarce resources and budget uncertainty, the demand for refurbished systems increases. Quality-assured processing of used equipment and system parts meets the need for reuse in the secondary market.
As early as the 1990s, Werbri Medical Systems resolved to build up this branch of the business and develop refurbishment as a professional service by investing in specially trained staff. Whenever we are offered a system, it is first examined thoroughly by our local technicians. Suitable equipment then undergoes an extensive technical inspection at our plant. All mechanical, electrical and electro mechanic components are tested according to the specifications of Philips. If necessary, the parts will be replaced by original Philips or other suppliers spare parts.
Summary of Refurbishment
Often, HF coils and electronic or mechanical components are no longer replaced with new ones. Our experience shows that in many cases, a quick exchange is unnecessary, and repair is preferable to buying new ones.
According to our ISO certification 9001:2008 we only use original spare parts from Philips or other suppliers to repair devices.
Application training programmes
In our training courses we pass specific knowledge to target groups so that you can get the best use out of your systems. Our training focuses on your organisation’s individual processes and needs, such as patient positioning, sequence optimisation and special examinations. Build your knowledge and improve the workflow of your department or clinic by using what you have learned in everyday practice.
We offer you the following modules together with our cooperation partner
Basic MRI Training
Training user Interface, system manipulation & examination, set up protocols
Basic Advanced MRI Training
Training RF sequences, fat suppression techniques, image quality
Advanced MRI Training
Training MR abdomen, orthopedics & neuro basics
Training functions (stress) perfusion, late enhancement, dark ( black) blood imaging
MR Advanced Neuro
Training advanced RF Sequences etc.
Training abdominal imaging
Training orthopedic imaging
Protocol fine tuning
MRA ( Magnetic Resonance Angiography)