Call Center for CV Supports Rapid Response Times
GE Healthcare introduced a new service to support the consistent operations of the cardiac catheterization lab. The company’s dedicated cardiovascular call center was launched as a pilot program last year, reported by Cardiovascular Business News.
The new Rapid Response program started initially in the United States. The program links customers directly with an online engineer via phone to troubleshoot problems in the cath lab. If the problems are not resolved with this approach, a local field engineer is brought onto the line through three-way phone conferencing.
One benefit of this approach for technical support is that sites can get information from the local engineer about when they plan to come and fix problems. As well, the field engineers are usually familiar with the teams at each site, in addition to the equipment requiring attention. Allowing the personnel at the facility to speak to the local field engineer expedites resolution of issues.
The previous protocol to resolve issues was less effective. Customers would call a dispatch center and speak with a representative likely unfamiliar with either the facility or their specific equipment. This could create complications in explaining problems effectively.
For now, the Rapid Response program only supports interventional cardiology. The company plans to expand the support programming for other imaging areas in the future including diagnostic imaging.
August 29, 2008 Related topics: Imaging, Cardiology, IT & software, Industry & Market, Materials Management