Periodic and Predictive Maintenance of Medical Products: What is it, and how is it managed in Europe?
estimated reading time: 4 minutes
In the constantly evolving world of medical devices, attention to maintenance has become crucial, not only to ensure patient safety but also to provide post-sales service that meets expectations.
In this ever-changing context, periodic maintenance has emerged as an essential practice to ensure the safety and effectiveness of devices, used not only in ambulances but also in various healthcare facilities and clinics.
In this article, we will explore the importance of periodic and predictive maintenance, how new technologies are transforming post-sales service delivery, and how innovative companies are leading this revolution.
Compliance with EU Regulations
Within the regulatory framework concerning the maintenance of medical products, as outlined by Legislative Decree of April 24, 2006, No. 219, which transposes the European Directive 93/42/EEC on medical devices, it is clearly established that manufacturers of such devices are fully responsible for the safety and reliability of their products even after they are introduced to the market. This responsibility extends to providing comprehensive instructions for the use and maintenance of devices, as well as ensuring the availability of spare parts for an appropriate period.
Stem’s Commitment to Safety and Reliability
An example of a company adopting new technologies to enhance the maintenance of medical devices is Stem, which utilizes new technologies for predictive maintenance to ensure the maximum reliability of its products. This not only strengthens customer confidence but also enhances operational efficiency.
As a leading company in the transportation devices sector, Stem understands the crucial importance of the safety and reliability of its products. This commitment goes beyond the production phase and continues even after the devices are delivered to customers.
To ensure comprehensive and effective post-sales service, Stem adopts an avant-garde approach to periodic and predictive maintenance, fully embracing innovative technologies to improve the quality of post-sales service.
Following this, Stem positions itself as an example of strict adherence to all European Union directives requiring the demonstration of compliance with safety and performance requirements. This commitment is not just a legal obligation; it is a corporate philosophy, the pillar on which all Stem operations are built. Stem’s commitment translates into medical devices that adhere to production and quality management standards, ensuring customer assistance and maintaining impeccable safety standards through its innovative platform: Global Service.
Efficiency and Reliability: Post-Sales Services for Medical Devices
With careful monitoring, we address customer challenges, demonstrating through concrete actions our commitment to timely and reliable solutions.
- Response Time: Efficiency at the Forefront
Response time is a critical indicator of any successful post-sales service. Every minute matters in the world of medical devices, and Stem fully understands this urgency. Global Service is committed to minimizing this indicator, ensuring that customers never have to wait long for assistance. Through careful monitoring, the company can intervene rapidly, addressing customer issues promptly. Response time is not just a number; it is a tangible demonstration of Stem’s commitment to providing timely and reliable solutions to its customers.
- Ticket Closure Time: Guarantee of Effective Resolution
However, it is not enough to respond quickly to customer requests; it is equally important to ensure that issues are fully and effectively resolved. Ticket closure time is the indicator of this efficiency.
Global Service ensures that each ticket is closed only when the issue has been satisfactorily resolved for the customer. This approach is not just a practice; it is a philosophy that ensures patients and healthcare professionals can rely on fully functional medical devices without prolonged interruptions.
Global Service: One Platform, a World of Services
Global Service is the 360° assistance service that allows customers not only to establish remote control connections with their Stem products but also to open support tickets, send photos and videos of issues, and access a dedicated section for manuals and tutorials, accessible to everyone.
In addition to that, Global Service also facilitates the updating of the device firmware, ensuring they are always at the forefront of the latest technologies and safety standards.
Understanding the Level of CATA Service (Authorized Technical Assistance Centers): Empathy at the Center
Accurate monitoring of response time and ticket closure time is not just about data; it is a deep understanding of customer needs. At Stem, we recognize the importance of going beyond simple numbers. That’s why we offer periodic training and issue certificates to our technicians at Authorized Technical Assistance Centers (CATA). These courses not only update our technicians on the latest technologies and procedures but also emphasize the importance of empathy and dedication in providing assistance to our customers.
Thanks to Global Service, our comprehensive support system, CATA technicians are constantly connected with Stem. This constant connection allows us to monitor the quality of their work in real-time and gather valuable data. This data not only enables us to assess the performance of our technicians but also provides essential feedback from our customers. This constant interaction allows us to continuously optimize and implement our products, ensuring they are at the forefront of the latest technologies and safety standards.
Stem evaluates the level of CATA service in a detailed and thorough manner, going beyond the surface of numbers. With this in-depth knowledge, we can continuously improve our service, ensuring a level of assistance that consistently exceeds our customers’ expectations.
For us, the CATA service is more than a business practice; it is a deep commitment to providing optimal care through empathy and dedication.
Accurate monitoring of response time and ticket closure time allows Stem to assess the level of CATA (Customer Aftercare and Technical Assistance) service in a detailed and thorough manner, ensuring that each interaction with our customers is handled with the utmost care and professionalism. This constant commitment to our customers contributes to building a trusting relationship, crucial to ensuring safe and reliable medical assistance.
With initiatives like Global Service, Stem is committed to redefining standards for medical care, promoting an advanced vision for the maintenance of medical products that places empathy and dedication at the center of every interaction, providing our customers with essential peace of mind during their care journey.
Conclusion: An Advanced Vision for Medical Product Maintenance
In conclusion, Stem’s Global Service represents a significant step in improving post-sales assistance. This system is an expression of Stem’s attention and dedication to its customers. Continuous monitoring of response and ticket closure times is not just a process; it is a tangible demonstration of the company’s holistic approach.
Stem not only understands the importance of promptly resolving issues but also of offering customers the peace of mind to rely on reliable and timely post-sales support.
These combined efforts contribute to creating a future where healthcare is not only safe but also reliable, providing end-users with essential peace of mind during their care journey. Thanks to initiatives like Stem’s Global Service, the medical device sector is making significant strides toward higher standards, promoting safer and more reliable health for everyone. The constant attention and dedication of Stem to its customers serve as an excellent model for the entire industry.