Heavy Release: 2017 Medical Equipment Service Satisfaction Survey Results

Pharmaceutical Network December 21 hearing December 20, the Chinese Medical Equipment Association '2017 results of the medical equipment service satisfaction press conference' was held in Beijing, Cerberus blue equipment was invited to participate in this event.

Zhao Zilin, chairman of the association, Wang Dongsheng, vice chairman of the association, Li Zhiyong, secretary general and Cui Zeshi, deputy secretary general, communicated with the media on this survey.

It is reported that this survey mainly evaluates the production of medical equipment enterprise After-sales service installation and commissioning, response time, equipment failure rate, maintenance quality, maintenance costs, technical training, active service, technical information, remote technology, PTT situation, complaint handling and other 14 indicators, covering future services Each important detail, can objectively reflect the level of after-sales service of all enterprises.

Insiders know that the future of medical equipment services are usually free for the first three years, after three years to retirement, the annual after-sales service costs may still be 6% -15%, while the medical equipment prices are generally higher, after-sales service is also an important business Of the source of profits, most companies are often reluctant to let go, third-party maintenance organizations more difficult to intervene.

and hospital As equipment users, on the one hand is the medical equipment is very much needed, on the other hand they feel pressured on the maintenance of the equipment, when they complain about the sale price is too high.

In this context, after-sales service is good and bad, a direct impact on the operation of the equipment, the hospital's work, and patient's life health - Imagine a device if something goes wrong, and how to give the correct result in the patient's check?

In order to promote the medical equipment manufacturers to provide good quality, responsive and affordable after-sales service to promote the after-sales service market towards a healthy and orderly, fair and reasonable direction, the Chinese Medical Equipment Association has for three years to carry out 'satisfaction with medical equipment and after-sales service Degree survey 'activities.

The 2017 Satisfaction Survey released this time involved CT, MRI, color Doppler ultrasound, DR, DSA, gastrointestinal machines, breast machines, biochemical analyzers, chemiluminescence analyzers, vital information and support equipment, monitors, respiration Machines, anesthesia machines and other 20 kinds of equipment items; covering 1128 medical institutions in 30 provinces, collecting 10,638 questionnaires.

Equipment Quantity	Satisfaction ranking	Brands	Satisfaction Score
CT Sample size 1176	1	Neusoft	8.89
	2	Siemens	8.73
	3	Philips	8.65
Ultrasound Sample size 1090	1	Philips	8.57
	2	GE	8.48
	3	Siemens	8.46
Nuclear magnetic Sample size 707	1	Joint film	8.77
	2	Philips	8.72
	3	Siemens	8.66
	3	Neusoft	8.66
DSA Sample size 339	1	Philips	8.65
	2	Siemens	8.6
	3	Le Pu	8.55
	3	Toshiba	8.55
DR Sample size 1089	1	Siemens	8.75
	2	Philips	8.68
	3	Sharp Ke	8.43
Gastrointestinal machine Sample size 480	1	Siemens	8.74
	2	Neusoft	8.65
	3	Wan East	8.45
Small C Sample size 447	1	Philips	8.7
	2	Siemens	8.56
	3	GE	8.45
Breast machine Sample size 216	1	Hologic	8.87
	2	Siemens	8.74
	3	GE	8.01
Monitor The sample size 954	1	Mindray	8.75
	2	Libang	8.7
	3	Coleman	8.59
Ventilator Sample size 696	1	Mindray	9.08
	2	Ke Hui	9.07
	3	Newbang	9.06
Anesthesia Machine Sample size 666	1	Mindray	8.74
	2	Draeger	8.51
	3	GE	8.5
biomedical analyzer Sample size 752	1	Siemens	9.19
	2	Roche	8.65
	3	Mindray	8.65
Chemiluminescence analyzer Sample size 345	1	Mindray	9.16
	2	Beckman	9.13
	3	Antu	8.9
SPECT Sample size 63	1	Philips	8.68
	2	GE	8.19
	3	Siemens	8.11
PET-CT Sample size 42	1	GE	8.56
	2	Siemens	8.39
	3	Philips	7.89
Linear Accelerator Sample size 130	1	Medical Tatsu	8.68
	2	Xinhua	8.13
	3	Varian	8.11
Analog positioner Sample size 117	1	Siemens	8.7
	2	Varian	8.45
	3	Xinhua	7.2
Hemodialysis machine Sample size 690	1	Fresenius	8.51
	2	Campbell	8.49
	3	Weigao day machine	8.43
Soft endoscope Sample size 406	1	Olympus	8.26
	2	Pentax	8.18
	3	Fuji can	8.12
Hard endoscope Sample size 278	1	Olympus	8.43
	2	Karl Strauss	8.41
	3	Stryker	8.4

The head of China Medical Equipment Association released the results of the survey and the tips on the issue:

1. In addition to the satisfaction of nuclear medicine equipment is low, the satisfaction index of other types of equipment is not very different.

2. Investigate the promptness, accuracy, completeness and completeness of the technical information and the high satisfaction of one-touch telephone with the user on the timely installation and commissioning of the equipment.At the same time, the rationality of the maintenance cost and provide on-site, telephone contact the initiative service, equipment Failure and so have more demands.

Compared with other medical equipment, in-vitro diagnostic equipment satisfaction is high, while the endoscope products are less satisfied.

4. "Engineer Response and Arrival Time", "Engineer's Technical Level and Work Efficiency" and "Reasonable Maintenance Costs" are the three most critical indicators selected by medical institutions.

The first is to reduce maintenance costs by improving the transparency of the price, explaining to users the consequences of replacing the entire equipment and the replacement of small parts and other ways to improve the view that users think is expensive;

Second, to improve the response speed, try to reach the scene 24 hours; remote areas can not be achieved, as much as possible to maintain more communication with the hospital;

Third, increase training for the equipment section of the user, hoping to increase more training in maintenance;

Fourth, such as providing information as much as possible in Chinese; Spare parts to the scene as far as possible to speed up; Improve the attitude of engineers and maintenance level.

Please refer to the rankings of the three vendors before the licensing of Cyberjaya. The latter may also share the findings of more brands and more scores of the survey indicators.