So how does it work in practice? “First, if we call the call center during working hours, they try to look remotely,” says Ms. Ahmed. “They try to connect and access the MR to x if there’s a problem. If they don’t succeed, they send an engineer as soon as possible.”
The time it takes depends on the problem. In any case, it feels reassuring to be able to call for support for everything from printing problems, to service requiring replacement parts, and know that it will be taken care of.
After two years’ warranty, the hospital chose a service agreement that has so far continued for one and a half years – “Of course we have deals with Philips for the long term in order to keep our MR up all the time.” Ms. Ahmed says the contract “covers everything: engineer hours, parts, engineer visits every month and when called.”2 The hospital has chosen options such as a guarantee of no downtime longer than 24 hours, and is contemplating extending their coverage towards full service also on weekends.
Regarding training, she says, “When we install the system or new applications, Philips gives training for all the technicians we have, and all the doctors. And when we hire new technicians, we update them on all the applications they have to use.” In this way, staff share both the responsibility and ability to ensure the system is always working, and uptime is optimized.