Ballad Health Extends Life of EOS Equipment With Quality Service From Block Imaging
"Finding a service vendor you can partner with is much easier; it makes life better. The quality of the repairs have been good, and as long as you have that quality and the reliability to get somebody there in a short time, that's a winning combination."
Charles Yunker, Ballad Health
The impending EOS letter
Ballad Health is an integrated health system serving communities across Northeast Tennessee and Southwest Virginia. As manager of imaging services, Chuck Yunker oversees imaging operations across the health system.
Like many healthcare organizations, Ballad Health has historically relied on OEM service contracts with Siemens, GE, and Philips. However, as some of its imaging equipment approached end-of-support (EOS) status, the organization began exploring alternative service options.
When Yunker received an EOS notice for several legacy MRI systems, he faced the challenge of maintaining critical equipment without the traditional OEM support pathway. This prompted him to evaluate third-party service providers.
The search was not without challenges. Early experiences with some providers left Yunker cautious, particularly when service expectations did not align with the urgency and operational demands of a hospital environment. One vendor, whose experience was primarily focused on outpatient clinics, struggled to provide the responsiveness required for a health system setting.
To assess another option, Yunker engaged Block Imaging through a small initial contract. After seeing the team's responsiveness, expertise, and ability to support aging equipment effectively, he gained confidence in their capabilities. The successful partnership ultimately provided Ballad Health with a reliable service solution for its legacy imaging systems.
"We started with just a few pieces of equipment. The service has been outstanding, so we've continued to grow the relationship. In fact, I have about 10 more pieces of equipment that I'll be transitioning over soon."
What made the difference for Ballad Health
For Ballad to be successful they had to make sure their aging equipment stayed running so patients could continue to get the care they needed. And now that they have a partner they can count on, that’s exactly what’s happening.
The quality of Block Imaging's onboarding process stood out to Yunker from the very beginning. Rather than simply taking over service responsibilities, the team invested time in building relationships with staff at each facility. Block coordinated introductory meetings with end users, explained service procedures, and even sent a technician on-site to tag equipment and meet team members face-to-face.
"They actually had someone come on-site to meet with the users and tag the equipment," Yunker said. "That was excellent because everyone knew exactly who to call, where to call, and that Block was a legitimate partner because they had met someone in person."
Beyond the seamless transition, Yunker was impressed by the value Block delivered. Ballad Health realized significant cost savings compared to OEM service contracts without sacrificing responsiveness, service quality, or support.
"Nearly every contract we've moved over has cost less than what we were paying the manufacturer," Yunker said. "When you can reduce costs while maintaining the same service expectations, on-site response times, and parts coverage, it's a win-win."
For Ballad Health, keeping aging imaging equipment operational is critical to ensuring uninterrupted patient care. With a trusted service partner in place, Yunker and his team have been able to extend the life of key systems while maintaining the reliability their patients and providers depend on.