Posted by Dave Soumis, 10/28/2008 9:26:08 AM

The problem resolution is actually very simple, isn't it?

Posted by Dave Soumis, 10/28/2008 10:14:54 AM

Aurora Healthcare has instituted a policy that helps these situations. If we receive a service call for a device that should be serviced by IT, or Plant Ops, for that matter, we take responsibility for it and notify the correct department. This is a mutual agreement within all 3 departments which enables us to provide the service with minimal customer impact by them choosing an incorrect service provider.

Posted by Joe DiVito, 10/29/2008 11:22:01 AM

I'm currently working on a plan that has a consolidated work desk, so there would only be one number to call.  The help desk person would open a work order and notify the correct department.  The only problem I forsee is which department gets to eat the salary for the help desk clerk.

Posted by Rodney Nolen, 10/30/2008 5:53:58 AM

Once the the Biomed, IT, and Facilities departments have determined who is responsible for maintenance among themselves then yes a labeling and call center approach is very simple and easy to deploy.  However, the issue I face on virtually every day is within the Biomed, IT, and Facilities departments based on who should be responsible for maintenance.  It has long been established that Biomed takes responsibility from the "wall and out".  That common sense rule is being tested and tried with the integration of IT.  One other pretty common rule has always been that if an item is used for direct patient care then Biomed is responsible.  This rule just doesn't seem to apply anymore.  With virtually everything being networked or at least network capable, the IT department can easily justify their involvement as well.  I'm looking for a good model to follow in regards to this issue.  Suggestions welcome.

Posted by Mike Arney, 11/19/2008 1:21:36 AM

At our facility we have implemented this system for a few years and the results are not as astonishing as this article makes it seem.  Clinicians don't seem to care or pay attention.  And not only that it is still difficult for a clinician when the piece of equipment is computer related that Biomed takes care of but it tends to be a networking issue which IT deals with.  Here is an example.  We provide service for our fetal monitoring system and the IT department services the network.  When clinicians have problems they sometimes call Biomed first and sometimes contact IT.  We see a lot of the time that they contact IS and IS instructs them to contact Biomed.  When Biomed responds we find that it is a networking issue the problem goes right back to IT, which is very frustrating for the clinican.  Between these he said she said situation the clincian still has a non functional peice of equipment and too much time has passed.  

Posted by Jim McMahon, 12/16/2008 5:58:35 AM

"Clinicians don't seem to care or pay attention"  
The reasons for this are at least twofold:  Many times the clinician will  call whoever has given them the best service in the past, whoever makes them the most comfortable, sometimes whoever is easiest to get ahold of.  If it's a really busy floor (full of unhappy nurses) they don't care who they call, they just want someone to fix it--now!  Training will work on the first example, patience (and maybe the Serenity Prayer) help on the second.    
Also, as devices get smaller, there is less room on devices for extra information, let alone the information that needs to be there.  And getting labels to stick to some of the plastics they make these things out of is a challenge, as well.  

Posted by Tammi, 1/7/2009 9:30:14 AM

"Biomed responds we find that it is a networking issue the problem goes right back to IT,"

I highly suggest that the Biomed stay with the problem until it has been solved.  This will also allow the biomed the opportunity to see how it was fixed and possibly be able to handle it for themselves the next time.  

Posted by Michael Herz, CBET-R, 1/29/2009 4:14:02 PM

I agree with Tammi. Biomed should take ownership and then "contract", contact, whatever resources biomed sees to resolve the issue.  When I worked in-house, if it touched a patient, biomed took care of it.  This included patient care, but excluded patient room; beds, tv, nurse call, etc.  There was ONE phone number to call for any service to be done, engineering, biomed, etc.  It was the best system I have seen.