Imaging equipment service is not a one-size-fits-all proposition and often comes with many questions.
What kind of service plan do I need? Is it better to take a stripped-down plan that costs less? Is it better to spend more and have a wider safety net?
While we can't choose the plan for you, we can help you understand your options and guide you through the key questions you should ask yourself as you prepare to purchase a service plan.
PREVENTATIVE MAINTENANCE PLANS
Medical systems contain numerous parts that generate heat and cooling systems that pull in dust and debris. Over time, as parts heat and cool repeatedly and dust accumulates, part failures become inevitable. These failures can lead to downtime, lost revenue, and frustration for patients who need to reschedule.
The good news is that many of these issues are preventable with regular maintenance. This is where a preventative maintenance (PM) plan comes in.
A PM plan is similar to having an agreement with a mechanic for regular oil changes on your vehicle. These routine services keep your machine operating at its peak, while any additional needs are billed separately.
Typically, your plan covers regular visits from a service engineer, as recommended by the OEM, to clean your system, test major components, and inspect for emerging issues. You can choose quarterly, semi-annual, or annual PM visits to fit your needs and budget.
This proactive approach keeps your system running smoothly and gives you time to plan for potential problems before they occur. However, if a non-preventable or sudden failure arises, the cost of parts and labor will be your responsibility.
FULL-SERVICE COVERAGE
A full-service plan is like having full coverage auto insurance plus oil changes.
This type of plan covers preventative maintenance and rolls in parts, labor, and engineer travel expenses for repairs.
If the cost of your repairs in a given month adds up to more than the monthly cost of the coverage, it doesn't matter- it's still covered.
A full-service plan also grants access to a 24/7 service line, designates a service coordinator (a real, live person) to manage your account, and access to a nationwide engineering and parts network- all with one payment.
There are various payment options for full service. Selecting a monthly payment, for example, makes it easy to budget throughout the year. Compared to a plan that leaves you more vulnerable to unplanned expenses, a full-service plan offers the most peace of mind and is our most popular.
HOW TO SELECT THE RIGHT MEDICAL IMAGING SERVICE PLAN
Now that we've covered our two most popular service plans, but how do you know which one to choose for your facility?
While the answer is not a one-size-fits-all solution, these are some of the questions you should ask before choosing a plan:
- What is my preferred risk tolerance?
- What is my patient volume?
- What is my budget for service plans?
- Do I prefer to pay for routine maintenance only or have all-inclusive coverage?
These questions will hopefully help you navigate and prioritize what you're looking for out of a service plan.
Risk Tolerance
Assess your financial flexibility. A full-service plan offers extensive coverage but comes at a higher monthly cost. If budget constraints are a concern, a preventative maintenance plan might provide essential coverage at a lower cost.
Patient Volume
Analyze your patient flow. High patient volume means your systems need to be operational at all times to avoid downtime that could impact patient care and revenue.
By considering these questions, you can better determine which service plan—preventative maintenance or full service—suits your facility’s needs and budget.
Budget
Evaluate your financial situation. Can you afford to pay for repairs as they arise, or do you need a service plan that includes parts, labor, and other expenses to avoid unexpected costs?
Routine Maintenance vs. All-Inclusive Coverage
Decide on the level of coverage you need and evaluate your maintenance needs. A preventative maintenance plan focuses on regular upkeep, while a full-service plan covers everything from parts and labor to emergency repairs.
PREVENTATIVE MAINTENANCE VS. FULL- SERVICE COVERAGE
Preventative Maintenance
Customers who choose PM-only plans typically have a higher tolerance for risk and a tight budget that limits spending beyond the cost of their recommended preventative maintenance.
This plan serves those who prefer to manage smaller, predictable expenses rather than face higher monthly costs.
If budget constraints are a concern, a preventative maintenance plan can offer essential coverage at a more affordable price, ensuring your equipment receives necessary upkeep without the financial strain of a full-service plan.
Overall this approach is great for facilities looking to keep their systems in good condition while maintaining control over your budget.
Full Service
Customers who choose Full Service plans may have multiple systems, across multiple locations, have high patient volume, and want to work in parts, labor, and engineer coverage to their budget.
While a full-service plan costs more every month, it can result in significant savings if your systems stop working and unplanned expenses arise. Think of it like having full coverage auto insurance plus regular oil changes.
If you have the budget to cover unexpected repairs, you might opt for a basic plan. However, if unplanned expenses would strain your finances, comprehensive coverage might be a better fit.
The Takeaway
While full service offers you far more protection than PM-only coverage, any service plan is better than none. Being “at risk” of equipment failure is challenging in a financial sense and can have ripple effects across an organization in both the short and long term.
Remember to ask yourself questions like:
- What is my preferred risk tolerance?
- What is my patient volume?
- What is my budget for service plans?
- Do I prefer to pay for routine maintenance only or have all-inclusive coverage?
Based on your answers to these questions you can have a better idea of which service option might better align with your system goals and capabilities.
No one can predict exactly when the next service event will happen, but we can work together to prepare ourselves with preventative maintenance and/or full-service coverage!
Paul Crawford: July 15, 2024
