Boost Uptime with Remote Servicing and Diagnostic Tools
When a digital radiography (DR) system goes down in a busy radiology department, it disrupts workflow and can have serious consequences. The adverse effects, including missed appointments, not only lead to a loss of customer satisfaction but a loss of revenue as well. Additionally, these delays could mean failing to immediately diagnose and treat critical patients.
Unforeseen downtime often requires a visit from a field service engineer, which might increase maintenance costs and extend the time the DR system is down. Geographically remote locations can feel an even greater impact. Add on COVID-19 restrictions and getting teams on site can be challenging at best.
Digital Solutions Maximize Productivity
Technology is evolving at a very fast pace, and so is the need for more efficient systems to manage busy orthopaedic practices, imaging facilities and hospitals. Additionally, patient expectations continue to rise, and the need for faster turnaround times and high-quality services are in high demand. Remote diagnostic technology is a critical component to minimizing downtime and maximizing the return on your DR investment.
Downtime touches everyone from the front office to the patient, but it is possible to minimize the frustrations experienced through platforms that integrate and connect to digital radiography systems. Once permission is granted, these remote service and diagnostic tools allow field service engineers and clinical applications specialists to access a DR system’s information remotely from a call center or from out in the field.
With an integrated system, your support team can track a DR system’s status from another location or a different device. They can receive alerts and updates based on real-time data and perform repairs even before a failure occurs. Allowing remote access makes it easier and faster to identify and respond to potential issues, preventing avoidable downtime and minimizing costs.
When there is a system failure, the ability to share data remotely can streamline issue resolution, possibly eliminating the need for an in-person visit. Because time is so valuable, every minute lost can greatly impact ongoing operations. Higher productivity means a higher volume of production with the same overhead cost—increasing return on investment.
Tap Into the Efficiencies of Remote Diagnostics and Support
Consider the efficiencies that become possible when your DR support team can replicate everything you do in the clinic, but from their laptop, remotely. How is training going? Any new staff who need to be brought up to speed? Do you need to troubleshoot something going on with one of the systems? This all can be done remotely. Remote diagnostics allows a service technician or an application person to see what you are seeing and address the concern immediately. The only things that can’t be done remotely are taking an exposure or physically moving the machine.
As you consider the potential of remote diagnostics and support, you’ll want to ensure that your digital radiography support team has the ability to address several key tasks:
- Call Center Team
- Log in (if appropriate) and conduct initial investigations of a customer call. This can oftentimes resolve issues immediately.
- Field Service Engineers
- Check and/or gather error logs.
- Make changes to digital radiography system settings as needed.
- Receive support from national service team.
- Install software updates.
- Clinical Applications Specialists
- Assist with image quality evaluation; view images in real-time as needed.
- Adjust system settings.
- Make adjustments to technical factors.
- Manage some changes to APS positions.
- Support of local on-site field service engineer.
- Ability to work with customers with software interface questions.
Digital solutions such as remote diagnostics and servicing have many benefits. The magic isn’t in the software or the application. Ultimately, it’s how your support team utilizes the tool that makes a difference.
Time and Money Saved
Remote diagnostics can transform your service model with faster issue detection and continued productivity among unexpected events, ultimately saving time and money while improving patient satisfaction. As a result, you will see a reduction in overall downtime on top of improved first-time fix rates.
The end game is the comfort realized in knowing the status of your digital radiography assets and having a support team available to you at a moment’s notice. This enables your imaging department to take charge of your workflow and maybe even get through the day a little easier with no costly equipment worries.
Navigating new systems during COVID can be successful with the support of a knowledgeable digital radiography team. Swissray Customer Care specializes in the sales, installation, clinical applications, maintenance, and repair of some of the most innovative DR solutions in the industry. Talk with one of our experts today about your DR plans. For more information, contact Swissray Customer Care.
About Swissray Customer Care
Swissray Customer Care is a leading provider of innovative diagnostic imaging solutions used by hundreds of radiography professionals and healthcare facilities. Swissray Customer Care’s complete digital radiography product line provides solutions that simplify radiographic procedures, ensuring the best image quality along with process improvements that can significantly streamline workflow. Swissray Customer Care is headquartered in Bridgewater, New Jersey. For more information, please visit swissraycustomercare.com