GE Healthcare Earns Second Straight Top Overall Ranking For Cardiovascular X-Ray System Services

Main Category: MRI / PET / Ultrasound
Also Included In: Medical Devices / Diagnostics;  Radiology / Nuclear Medicine
Article Date: 30 Jan 2009 - 2:00 PST

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For the second straight year, GE Healthcare has earned top honors for Overall OEM Service, Cardiovascular X-ray systems in the 2008 IMV ServiceTrak Imaging X-Ray Cardiovascular Systems report. IMV ServiceTrak reports present a broad, independent analysis of service trends in the imaging industry. The 2008 Cardiovascular X-ray survey included 694 responses across four major OEMs. GE received the highest ranking in 17 of the 34 service attributes and improvements in 26 categories.

GE Healthcare took the top ranking in all six service attributes related to OEM Service Engineer Performance, including phone troubleshooting effectiveness, on-site arrival, competence and attitude. For the latter two measures, respondents awarded GE Healthcare service engineers with 96 percent and 95 percent marks, respectively.

Dedicated Service Line Support

GE Healthcare's transition to a dedicated cardiovascular support call center in 2006 likely helped its ranking. For both remote diagnosis and solution capability, GE Healthcare leads the industry averages by 8% and 10% respectively.

"I believe Rapid Response, launched in 2008, also contributed to these top marks", said Amy Lazarus, General Manager, GE Healthcare Interventional Services. Rapid Response connects customers directly to an engineer who can troubleshoot issues immediately, or if needed bring the local field engineer into a three-way with the customer. "We're honored to have earned so many top rankings for service attributes and believe these results come from making the improvements needed at the point of care." Lazarus said.

Innova® Promise drives top IMV ratings

The 2008 IMV ServiceTrak report highlighted the increasing importance of remote service in reducing downtime. GE led the industry average by 9 points in the remote diagnostic support category. A significant component of GE's remote service success is the industry recognized Innova Promise. Innova Promise is a commitment to remotely monitor these systems through a GE Healthcare

InSite Broadband connection to detect exam interruptions and potential failures. "No other vendor offers this proactive monitoring capability at no cost during the warranty period," Lazarus added. "We monitor more than 1,200 systems so we can pick up any potential trends quickly and communicate them back to engineering to head off service events."

Innova Promise allows GE Remote Engineers to detect primary items, such as low fluid levels and temperature and humidity spikes. They can also detect more complex issues involving the system's mechanical and electrical functionality. GE Healthcare's entire cardiovascular service team is equipped to receive automated alerts when there is an indication of a problem.

About GE Healthcare

GE Healthcare provides transformational medical technologies that are shaping a new age of patient care. Our expertise in medical imaging and information technologies, medical diagnostics, patient monitoring systems, 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 their 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

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