Olympus Earns Top Ranking for Customer Satisfaction from MD Buyline
Fifth Consecutive Quarterly Report Recognizes Outstanding Service for Automated Endoscope Reprocessing
CENTER VALLEY, Pa., (April 11, 2019) – Olympus, a global technology leader in designing and delivering innovative solutions for medical and surgical procedures, among other core businesses, announced today its top rank in customer satisfaction, for the fifth consecutive quarter, in MD Buyline Customer Satisfaction Rating of the best Low-Temp Sterilizer and High-Level Disinfector. Olympus rated the highest in aggregate across six categories and top each quarter in the following four categories: Installation and Implementation, Application Training, Service Response Time, and Service Repair Quality.
“When customers are evaluating automatic endoscope reprocessors, such as the OER-Pro, service is a very important consideration,” said Swarna Alcorn, Vice President, Service Delivery, Olympus America Inc. “If the AER goes down, procedures can come to a grinding halt. With OER-Pro and the service team that stands behind it, we provide an average 99% uptime, which means patient care remains on track.”
The engines driving these high ratings are the more than 80 Olympus Field Support Engineers (FSEs) who make up a nationwide network of technicians supporting the OER-Pro in hospitals and ambulatory surgical centers. FSEs must meet stringent objectives that measure their ability to respond quickly, efficiently, and proactively to customer service and repair needs. Their proactive approach prevents endoscope downtime and eliminates disruption to the schedule of patient procedures. Importantly, Olympus FSEs accommodate customer schedules so that repair and servicing calls do not affect customer caseloads, which is not the case with every service provider. Comprehensive service contracts with customers ensure that endoscopes are reprocessed and ready to be used as needed.
“We had an OER go down after hours on a recent Wednesday night and Greg [Olympus FSE] was here first thing Thursday morning repairing our machine,” said Denise Kilber, Interventional/Therapeutic Endoscopy Team Lead at UCHealth Poudre Valley Hospital in Fort Collins, CO. “It allowed us to stay on track with a very busy procedure day. He’s a great resource for us and always seems to have the answers!”
The data behind the MD Buyline User Satisfaction Trending Data Report is direct-user feedback from hundreds of healthcare providers. MD Buyline’s industry experts survey end users to evaluate their experiences with capital equipment and vendors’ service to develop quarterly user satisfaction trending reports. Based on user feedback, MD Buyline rates suppliers on a scale from one to 10 in six categories: 1) System performance; 2) System reliability; 3) Installation and implementation; 4) Application training; 5) Service response time; and 6) Service repair quality.
Subscribers to MD Buyline can access the quarterly User Satisfaction Ratings by logging into the MD Buyline website at https://members.mdbuyline.com/, selecting User Satisfaction Ratings, and selecting “Low-Temp Sterilizer and High-Level Disinfector.” For more information about Olympus High-Level Disinfector Service offerings, please contact your local Olympus sales representative.
The OER-Pro will be on display in Booth #423 at the Society of Gastroenterology Nurses and Associates Annual Course meeting in Portland, Oregon, April 14-16.
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About Olympus Medical Systems Group
Olympus is a global technology leader, crafting innovative optical and digital solutions in medical technologies; life sciences; industrial solutions; and cameras and audio products. Throughout our 100-year history, Olympus has focused on being true to society and making people’s lives healthier, safer and more fulfilling.
Our Medical Business works with health care professionals to combine our innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing with their skills to deliver diagnostic, therapeutic and minimally invasive procedures to improve clinical outcomes, reduce overall costs and enhance quality of life for patients. For more information, visit medical.olympusamerica.com and truetolife.com