The effective provision of medical device field service is not a simple process to optimize. There are many factors that influence operations, from resources and technology to staff management and coordination. Field service organizations that keep track of all of these different factors manage to provide a seamless and efficient service and keep their customers satisfied.

But no business is perfect from the get-go. In most cases, a period of trial and error is unavoidable while getting a grasp of the intricacies of running and managing field service operations, especially when it comes to medical devices. Being aware of the most common mistakes made in the delivery of field service support can significantly shorten the learning curve.

With that in mind, here are some of the most common errors that medical device field service organizations commit while providing and managing their service:

Field service management is a vital part of any organization's business strategy. No business can enjoy continued success without providing high-quality field service, while a remarkably good field service raises customer satisfaction and brand reputation. Offering a great field service not only removes the risk of tarnishing the brand image that goes along with a poor service, but it also increases customer loyalty and revenue as a consequence.

Background

A Medical Device: Field Service - Service Level Agreement (SLA) is a contractual agreement between a field service provider (“Service Provider”) and a Customer (typically a medical device company) that contains the terms and conditions that govern how the Service Provider will perform field service tasks for the Customer; how the parties will communicate with one another; how the parties will modify the agreement over time to fit their ongoing business relationship; how the Customer will pay the Service Provider; and all other details governing the relationship between the parties. 

Bringing a new medical device to the market is a Herculean task. It requires all of the standard start up work such as determining product market fit, product design, manufacturing and production, marketing message, and much more. In addition to these, since it is a medical device it requires layers and layers of FDA approval, which is akin to hiking up a mountain carrying an 800-pound backpack.

Once a startup medical device company gets beyond its FDA approval, it must determine how to best sell and deploy its medical device into the field. This requires much more than just hiring sales reps. Such companies have to figure out how to get their device installed, have customer staff members trained on how to use it, and service it once it is in place. All of this equates to complicated logistics and scaling difficulties.

While our blog is typically rather serious, we thought we would switch gears, have a little fun, and post a few jokes about urology. Hopefully they will make you smile.  

National listing of the largest urogynecology practices operating within the U.S.

Urogynecology practices across the U.S. have changed considerably over the last decade. Many practices have merged and increased in size in order to be more competitive and deal the complexities of insurance, Medicare, and Medicaid reimbursements. Additionally, these practices have starting taking on more diagnostic and treatment services that were traditionally done in hospital settings. These services include minor surgeries, CT scans, urodynamics testing, and more. A listing of the largest urogynecology practices in the U.S. is provided below:

There’s no real love for waiting rooms. Call it the perpetual suspense, the white-coat syndrome lingers behind all modern chic designs. It’s time for practices to generate a greater practicality and explore deeper into human psychology behind waiting room worry.

I am the CEO of a service provider that provides diagnostic testing services to over 300 medical practices across the country. Our clientele ranges from the sole practitioner to extensive multi-specialty practices, to everything in-between. I am also the former Chief Marketing Officer for a top digital marketing agency in Chicago.

My staff and I are continually researching customers and prospects; therefore we are regularly reviewing medical practice websites. Through our work and research, we have made a few notes on where medical practices make mistakes with their sites. Below are a few of the most significant mistakes we typically see.

My company provides mobile urodynamics, anorectal manometry (ARM), and other diagnostic testing services, serving hundreds of practices and hospitals across the U.S.

We are considered a core service by many of our customers, but we are considered ancillary services by others.  We are regularly exposed to the ancillary medical services marketing efforts that practices pursue to attract patients to their ancillary services.  

Many marketing efforts are quite successful, while others yield almost no results. Below are a few of the ones we see working consistently.

My company provides advanced diagnostic testing services (primarily urodynamics testing, anorectal manometry testing, and other incontinence related services) to practices all over the country.

Through our work, we are exposed to practices at all profit levels from those that are hugely profitable to those that can barely pay the bills.  Based on our work, we have compiled a few ideas below that should help any practice be more profitable.  We hope that one or two will hit the mark for you.