GE Healthcare Clinical Systems Lunar Gets Top Ranking In Bone Mineral Densitometry Customer Satisfaction

Main Category: Bones / Orthopaedics
Also Included In: Medical Devices
Article Date: 12 Jun 2008 - 0:00 PDT

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In its latest report on bone mineral densitometry equipment, MD Buyline, an independent medical technology and informatics intelligence firm, has ranked GE Healthcare number one for the second consecutive quarter. Not only did GE Healthcare's GE Lunar bone mineral densitometry products achieve the highest overall user satisfaction composite rating from MD Buyline's member network of more than 3,200 hospitals, but it also improved its previous scores in all eight categories:

- Systems performance
- System reliability
- Installation and implementation
- Applications training
- Service response time
- Service repair quality
- Overall composite score.

This achievement is consistent with GE Healthcare's own customer satisfaction efforts, including its own customer advisory board, periodic surveys, and using feedback to seek continuous improvement. Latest scores reveal a 97-percent rate for customers who are not only satisfied, but often willing to recommend GE Healthcare Lunar Service to a peer.

GE Healthcare Lunar, the leading densitometry equipment partner worldwide, helps physicians measure bone mineral density in patients, as well as enabling licensed medical practitioners to simultaneously assess body composition and ascertain fat distribution in adults. This X-ray technology, called Dual-Energy X-ray Absorbtiometry or DXA scanning, measures and calculates bone, fat and muscle mass. Another Lunar technology uses quantitative ultrasound to measure the heel to assess fracture risk.

Key GE Healthcare Lunar service features that contributed to its improvement in MD Buyline scores are:

- A dedicated bone mineral densitometry online support center staff in Madison, Wis. who answers customer calls in approximately less than 20 seconds.

- An ability to diagnose and support service and applications queries remotely with the GE InSite ExC platform's connectivity, which allows GE to deliver remote fixes in 15 minutes or less, up to 87 percent of the time.

- Dedicated field engineers who are certified annually on the equipment hardware and software applications.

"We are very proud of this steady increase in scores from those who use the product every day. This reflects the GE Healthcare Lunar's commitment to focus on the customer experience," said David Schlack, general manager of GE Healthcare's Lunar Services. "Our investments in people, processes and our infrastructure are enabling us to exceed customers' expectations, and making our 'Early Health' model a reality through helping to achieve earlier disease detection and prevention in osteoporosis. We are committed to maintaining our number one ranking with our customers."

About Md Buyline

MD Buyline, based in Dallas, Texas, maintains the largest online database on medical capital and informatics purchasing, discounting, user feedback, and vendor information. Since 1983, the firm has been creating a level playing field for hospitals and medical technology vendors, empowering its members to make sound technology and financial decisions. Hospital members have instant online access to tools and services that can assist them in evaluating and selecting technologies, budgeting and financial planning, negotiating the best deal, and maintaining their purchases. Data comes from vendor quotations submitted by members; interviews with real users; clinical site visits; trade shows; factory tours; and vendor demonstrations. For more information about MD Buyline, visit its Web site at: http://www.mdbuyline.com

About GE Healthcare

GE Healthcare provides transformational medical technologies and services that are shaping a new age of patient care. Our expertise in medical imaging and information technologies, medical diagnostics, patient monitoring systems, performance improvement, drug discovery, and biopharmaceutical manufacturing technologies is helping clinicians around the world re-imagine new ways to predict, diagnose, inform, treat and monitor disease, so patients can live their lives to the fullest.

GE Healthcare's broad range of products and services enable healthcare providers to better diagnose and treat cancer, heart disease, neurological diseases and other conditions earlier. Our vision for the future is to enable a new "early health" model of care focused on earlier diagnosis, pre-symptomatic disease detection and disease prevention. Headquartered in the United Kingdom, GE Healthcare is a $17 billion unit of General Electric Company (NYSE: GE). Worldwide, GE Healthcare employs more than 46,000 people committed to serving healthcare professionals and their patients in more than 100 countries.

GE Healthcare