The service need marketplace in medical manufacturing

The medical manufacturing segment requires support for a broad range of systems, equipment, instrumentation and devices crossing over several classifications of products and consumables. We call this ‘total service need(s).’

It’s important to understand the total service need – as opposed to a small sliver – because that can represent opportunities for growth and advancement (and more revenue) for your field service organization.

Currently, there are more than 10,000 medical systems, equipment, devices and products currently used by medical facilities; however, there are essentially eight categories of systems and equipment that are more commonly supported by medical/healthcare services vendors. They include:

Information and Communications Technology (ICT)

• Extensive range of IT systems and peripheral products
• Desktops, PCs, laptops and peripheral products
• Tablets, Androids and handheld devices
• Physician dictation/recording devices
• Nurse call and/or paging systems
• Telemedicine systems
• ICT systems representing the hub of customer communications

Biomedical equipment 

• Infusion pumps, medical Lasers, LASIK surgery machines, colonoscopes, etc.
• Life support systems, including ventilators, anesthesia gas delivery devices, heart-lung machines, dialysis, robotic surgical systems, etc.
• Sterilization systems, autoclaves
• Medical monitors (e.g., ECG, EKG, blood pressure)
• Typically supported by a variety of third-party Biomedical Equipment Technicians (BMETs)

Surgical suite systems

• Wide range of OR medical instrumentation, consumables and supplies
• Includes operating tables, electrosurgical, patient monitoring, and patient care systems
• Generally on-line system operation
• Critical service and back-up systems requirements
• Downtime severely impacts patient care

Diagnostic imaging

• Includes MRI, CT scanner, nuclear medicine, ultrasound, PET scanners and x-ray
• Multiple brands may be installed at a single site
• High ticket product and service costs
• Very high response time requirements
• Downtime impacts revenue stream

Medical and clinical diagnostic systems

• Broad array of diagnostic systems and instrumentation
• Includes blood gas and chemistry analyzers, electrotherapy devices, LASER therapy, etc.
• Heavy use of chemicals, reagents, and consumables
• Requires full software and consumables support

HVAC / building systems and controls

• Includes Heating, Ventilation and Air Conditioning (HVAC), power and distribution, emergency generator, elevator, and security/CCTV systems
• Electro-mechanical equipment is becoming more computerized
• Ongoing systems maintenance and support required
• Generally involves many services providers

Office automation

• Broad range of business systems and equipment
• Includes PCs, tablets, word processors, reprographics, printers and peripherals
• Multiple units and brands installed
• Generally less demanding service requirements
• More service options are available

Other electronic and electro-mechanical equipment

• Miscellaneous business and medical equipment devices and instrumentation
• Includes both high-tech and low-tech equipment
• May include anything from food preparation (patient and staff) and television/VCR to R & D instrumentation.
• Physical plant systems (e.g., lighting systems)
• May also include mobile facilities (e.g., x-ray, MRI, and blood lab)

What’s important to remember here is that the client hospital or clinic will still require support for the totality of systems and equipment used within their facility -- and that, unfortunately, your organization may face some competitors that support a greater range of products than you do.

These services organizations will likely represent the most competitive ones you will face going after your fair market share – and as a result, you’ll need to define your position. Some field service organizations go narrow, and try to be ‘best of breed’ on a few service/device items, while others try to offer a comprehensive suite of devices and equipment they can work on. This tends to all be a factor of budgeting.

Written by Shloma Baum