Roundtable: HTM Professionals Talk Medical Equipment Parts

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TABLE HTM Professionals Talk Medical Equipment Parts

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edWrench reached out to several experienced healthcare technology management (HTM) professionals for an informative look at medical equipment parts. The panel was asked what to look for when buying parts, if the OEM is always the best option and more. Panel members participating in the roundtable are Dan Germanotta from GE Healthcare, Ira Lapides from HCG, Michael Lipson from MIT/MedEquip, Michael Thomas from Ampronix and Chace Torres from Bearded Biomed.

1. WHAT TO LOOK FOR WHEN BUYING PARTS? GERMANOTTA: While price is an important factor to consider when buying parts, we encourage buyers to think about other factors including ensuring they have the right part to fix their system. OEM tech support may assist with part selection, as well as confirmation of part revisions that may have occurred. New part revisions are regularly introduced to help improve the performance of OEM parts. Another consideration should be the quality or condition of the part. This can include a new, refurbished, used or aftermarket (clone) part. A third consideration is to evaluate the supplier, including its quality management systems, warranties, and other delivery metrics.

LAPIDES: Here are a number of things to look for when buying parts for

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time are also key factors in buying parts. I would suggest looking for companies that have some sort of quality system in place, for example, ISO 9001 or more specifically, ISO 13485. Make sure the parts, if not brand new, have been recently tested and are backed by a solid warranty.

Look for short lead times on shipping.

DAN GERMANOTTA GE Healthcare medical equipment: • Whether it be from the OEM or a third-party supplier, the purchaser needs to have a good comfort level with the quality of the parts they are purchasing.

• Does the supplier have a good track record of quality with their parts?

• Are they ISO certified and/or FDA registered?

• What is the warranty on their parts?

• Does the supplier provide good customer service with a smooth and easy purchasing experience, and are the parts available to ship as needed to minimize equipment downtime?

• Does the supplier provide good and easily accessible technical support?

• And, of course, the cost of the part should be considered.

LIPSON: When buying parts, quality is key. Price, part availability and delivery

THOMAS: I would start by asking what the availability and warranty on the parts are. Establishing a timeline for the repair will allow the facility to determine if a loaner unit would be needed until the repair is completed. It would also be helpful to know the return policy in the event the part does not function properly.

TORRES: What is the cost and is the part economically feasible to purchase in regards to total value of the unit your trying to repair? Is the part in stock or on backorder? Do the parts have warranty with them? If it’s an aftermarket part what is the quality compared to OEM original?

2. SHOULD HOSPITALS ONLY BUY PARTS FROM OEMS? GERMANOTTA: We use distribution partners (channel partners) to increase access to our parts and solve unique customer buying preferences. Importantly, we’ve chosen partners who uphold our commitment to quality and

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customer experience.

LAPIDES: In many cases, third party suppliers provide just as good an alternative to the OEM when it comes to parts, and sometimes better.

Often, the part purchased from a third-party supplier will be literally identical to that provided by the OEM, as both are sourcing the part from the same manufacturer. Price, quality, service, delivery are also areas where third-party parts companies can excel. For third-party parts suppliers, their parts sales are the core of their business, so they tend to pay great attention to the entire parts purchasing experience for their customers.

IRA LAPIDES HCG

THOMAS: I would not recommend buying ONLY from the OEMs. OEMs do not manufacture all of their parts typically and lead times, on average, seem to take longer than a third party as the third party might heavily stock specific parts with a higher failure rate.

TORRES: I typically go to the OEMs for parts first, however, if you factor the first question’s answers it may lead you to another alternative. There are several aftermarket solutions that have just as good or better quality part offerings. It truly depends on cost, availability and lead time for me.

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3. WHAT ARE SOME ADVANTAGES OF PURCHASING PARTS FROM A THIRD-PARTY PROVIDER? LAPIDES: There can be several advantages to buying from a third-party supplier, including availability, price, customer service and support. Remember, for the third-party supplier, the parts are their livelihood and so their primary focus is on the parts. Price can be a significant advantage due to lower overhead, and a good third-party supplier will ensure excellent quality and ease of purchase.

LIPSON: Price is an advantage when buying from third-party providers.

Typically, third-party companies offer significant savings over the OEM, offering the same or better warranty. Ease of transacting can also be an advantage of dealing with third parties. Another advantage is the that some third-party companies can rapidly source hard to find parts when unavailable from the OEM. THOMAS: Generally, to get the most for your money, buying parts from a third party can save the average buyer between 25 to 50 percent in most instances compared to purchasing directly through the OEM. Additionally, some third-party providers might also offer a more extended warranty period on the part compared to the OEM. TORRES: I typically go to the OEMs for parts first, however, if you factor the first question’s answers it may lead you to another alternative. There are several aftermarket solutions that have just as good or better quality part offerings. It truly depends on cost, availability and lead time for me.

providers who are committed to your success. Do they work to ensure you are buying only the parts you need?

Are they delivering quality parts with low out-of-box failures and, if a part does fail early, what is the warranty commitment? Do they maintain inventory or is there a markup cost to connect you with another party who is selling the part? Ask about a provider’s quality management systems and the reliability of their sourcing channels.

MICHAEL LIPSON MIT / MedEquip

LAPIDES: There are several ways to find a reliable parts provider. Attending industry conferences is a good place to start, including state biomed association conferences, MD Expos and the AAMI Exchange. At those exhibit halls there will be many parts suppliers and the prospective purchaser will be able to ask questions of the supplier to get a good feel for the company. Buyers guides such as the MD Publishing Buyers Guide and industry websites are another good place to search. Asking the supplier for some references as well as copies of

4. WHAT ARE SOME TIPS FOR FINDING A REPUTABLE PARTS PROVIDER? GERMANOTTA: Look for

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certifications like ISO are good ways to assess a supplier.

LIPSON: Word of mouth is always a good place to start. Ask your fellow HTMs or industry peers for suggestions on parts providers.

Browsing through trade magazines, online trade related sites and even Google search and then doing your research on any companies you find.

Looking at reviews from customers and end users can shed some light on how that provider holds up. Make sure the provider has a quality system in place.

THOMAS: If considering utilizing a new company for purchasing parts, I would encourage them to do some due diligence. Ask companies how long they have been in business and if they are authorized resellers of the equipment needing to be purchased or repaired.

You can also confirm the parts provider has experience in selling the specific type of part requested.

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LIPSON: Cost is not the only factor.

Always consider the reputation of the third party. Evaluate their warranty policy. Look for companies that are committed to customer satisfaction, maybe they offer surveys. Make sure they have a quality system in place. Also consider the technical expertise of their service department. Always look for a company that has a good post sales service/process.

MICHAEL THOMAS Ampronix

5. IS COST THE ONLY FACTOR TO CONSIDER WHEN PURCHASING PARTS? GERMANOTTA: We believe there are multiple factors to consider. Time lost due to ordering the wrong part, shipping delays or early part failure often erodes the savings a low-price alternative might offer.

THOMAS: Cost should not be the only factor considered, as you should also confirm the warranty on the part being serviced or replaced. Next, establish a timeline of expectations of when the part will be delivered or the unit will be serviced. This will limit issues down the road, such as receiving an incorrect part or resending a unit for repair that was not fixed properly initially.

LAPIDES: When it comes to parts for medical equipment, cost should never be the only factor. Quality metrics are key, such as DOA rates for parts, on-time shipping performance, warranty, technical support and customer service are key factors as well. Asking the supplier how they engineer, source and/or manufacture the parts to get a good feel for their processes for producing the parts is essential as well.

6. SHOULD HOSPITALS ONLY BUY PARTS FROM OEMS? LIPSON: No, I believe hospitals should also look at third parties when searching for parts. In many cases these are the same parts that the OEM is selling, whether new or refurbished. Third-party companies can offer the same quality parts, backed by a quality system and a good or better warranty policy.

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TORRES: The first step is to always get the OEM part number if you can because most reputable third-party providers will be able to reference that part and give you their alternative.

Reputation is everything! Ask your fellow biomeds their thoughts and experiences with parts providers.

Consider who the OEM is of that device and recognize their may not be a third-party solution because they have kept that device entirely proprietary, i.e. no parts, literature, nothing made available outside their net.

7. IS COST THE ONLY FACTOR TO CONSIDER WHEN PURCHASING PARTS? LIPSON: Cost is not the only factor.

Always consider the reputation of the third party. Evaluate their warranty policy. Look for companies that are committed to customer satisfaction, maybe they offer surveys. Make sure they have a quality system in place. Also consider the technical expertise of their service department. Always look for a company that has a good post sales service/process.

THOMAS: Cost should not be the only factor considered, as you should also confirm the warranty on the part being serviced or replaced. Next, establish a timeline of expectations of when the part will be delivered or the unit will be serviced. This will limit issues down the road, such as receiving an incorrect part or resending a unit for repair that was not fixed properly initially.

TORRES: Cost is the driving force in decision making, but it is not the only factor to consider. Compatability, quality of build, is there a warranty, is it returnable, what is availability, what is the lead time are all critical things to consider.

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8. WHAT DATA SHOULD BE COLLECTED AND SAVED WHEN PURCHASING PARTS? GERMANOTTA: Key data points should include OEM part number and description (including when purchasing from a third party), purchase price and on-time delivery metrics. Additionally, some key parts are likely to be serialized, such as CT tubes, and this information should be recorded.

LAPIDES: Tracking DOA rates and failure rates once the part is in use are two good measures to track for determining the quality of a supplier.

On-time shipping is another key factor, as this can help a hospital keep inventory down and minimize equipment down time.

LIPSON: Collect data on cost, warranty policies, failure rates, inventory lead times and the availability of buying the same parts over time. Any information on the companies you are buying from, including their quality policy, quality metrics and their history fulfilling your parts needs.

the price premiums provide a benefit toward other cost avoidance. At the end of the day, system uptime is the final measure of success for sourcing decisions.

LAPIDES: One other key feature for a parts supplier, whether it be the OEM or a third-party supplier, is how they respond when there is a problem. If the part is DOA or fails prematurely, or if there is a trend or issue with a batch of parts, does the supplier handle the situation well? Do they offer support to the hospital, providing different potential solutions and a commitment to address the issue with a root cause analysis and long term solution? Do they follow up with the customer to be sure the problem was resolved to the customer’s satisfaction? This, to me, is very critical. Hospitals want partners that they can rely on, who will work with them to solve problems, even anticipate potential problems, and look ahead to help the hospital achieve its goals. Hospitals do not want transactional suppliers who are simply there for the sale.

THOMAS: I would record the following: supplier, who the part was sourced from, part manufacturer, model and/or part number, the system that will be connected or installed, and warranty terms. This way, you could easily reference this information as needed.

TORRES: Did the part solve the problem? What was the OEM/ third-party part number? What was the availability/lead time to get it? What was the cost of the part and how much longer will the part remain available?

9. WHAT OTHER ADVICE WOULD YOU GIVE MEDWRENCH USERS? GERMANOTTA: Be diligent in evaluating the best option to ensure your success.

Consider all the “costs” in the sourcing process to ensure the savings are real or

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CHACE TORRES

copy of their quality policy. Reach out to the quality manager with any questions you may have and any feedback, positive or negative. Let your supplier know how they are doing.

THOMAS: Some companies will offer free technical support for customers.

This would be helpful initially to get feedback on the issue the unit is experiencing and sometimes can resolve the issue without parts needing to be purchased. At Ampronix, we have resolved problems over the phone while troubleshooting due to settings that needed to be updated or firmware that was not installed correctly. Also, if the part required is becoming end of life, it would be beneficial to order multiple quantities of the part needed, especially if the facility has other units that could be affected.

TORRES: I will always check with the OEM first because what you learn at that point will set you on a course for searching elsewhere, recommendations to end user and serviceability of that device. Also, as a community, we need to hold our part distributors, aftermarket and OEMs accountable for the quality of service, availability of parts and support they provide. If they aren’t meeting our needs, then their reputation and usage should reflect that. Lastly, if you’re stuck and cannot find a solution go to MedWrench, LinkedIn, Facebook Groups and Discord groups for support. We move as we do because we have a strong community dedicated to patient safety!

Bearded Biomed

LIPSON: Ask the companies you are buying from if they have a process in place for testing the parts they are offering. Use surveys when available to let third parties know how they are doing.

Or when working with ISO certified companies feel free to ask for a

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