Leading MSO Doubles Medical Device Inventory
Partners with Crothall for a Comprehensive Asset Management Solution.
At a glance
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15+
Hospitals Nationwide
6K+
Active Medical Devices
5 Mil.+
Patient served annually
Situational challenges
Intelas partnered with a leading MSO in 2020 to deliver preventive maintenance services to the system’s 16,000+ medical devices in its medical office buildings, urgent care centers, and imaging centers across three states. The partnership aimed to ensure its equipment was properly maintained and repaired through a unique field-service solution. The PM-only program included a schedule of preventive maintenance based on the manufacturer’s recommendations and the specific needs of the equipment, as well as a process for responding to equipment failures and corrective maintenance.
Between 2020 and 2023, this prominent MSO, added more medical practices, doubling its number of medical devices to 30,000+ in over 290 locations. Their rapid growth presented a challenge for its preventive maintenance-only solution, as the company needed to find a way to keep up with the increasing number of devices over an increasingly expansive coverage area. The expansion led to a full-service program, reducing risk and taking complete lifecycle management into account.
“Since partnering with Intelas, we have seen a significant improvement in the response time to repair imaging equipment and other critical devices. This has helped us to keep our imaging equipment operating at 98% uptime, which is critical for our patients. We are also pleased with the efficiency of Intelas’ maintenance operations. As we continue to establish an AEM program and slight adjustments to service coverage levels, Intelas’ offering will be even more efficient and cost-effective. We are confident that Intelas will continue to provide us with the high-quality service we need to ensure the safety and effectiveness of our medical equipment.”
The result
Program Flexibility and Regular Communication
98%
Improved Efficiency of Maintenance Operations
Roadmap to Success
01
More Than New Biomedical Technicians
Technicians will be on-site within four hours of a service call, significantly reducing response time to repair equipment compared to the original field service program. Due to Intelas’ ability to procure and ship parts quickly through its Technical Resource Group, most imaging systems are repaired within 1-2 days, improving the “uptime” for mission-critical equipment.
02
Enhancing Leadership Visibility: Strengthening Management for Greater Impact
A new regional manager and two unit directors now lead operations in Texas and the southeastern U.S. The updated team structure enhances auditing of technicians’ work to ensure completed work orders, accurate inventory, and proper database documentation. Regular site visits and open communication provide greater visibility and faster issue resolution.
03
Ensure Timely Replacements and Consistent Communication Protocols
Consolidating vendors into a single-source solution simplifies equipment management and provides a unified view of service activity across 290 sites. Strategic equipment replacement reduces reactive maintenance and aligns spending with annual budgets. A centralized asset database and standardized service protocols ensure accurate tracking and efficient operations. Clear communication protocols empower clinical staff to quickly report when a device cannot be found
04
Introduce AEM Program to Streamline Maintenance and Enhance Efficiency
Making targeted adjustments to coverage levels helps lower overall program costs while freeing up resources to focus on other high-priority service tasks. This shift creates greater operational flexibility and ensures support is directed where it’s needed most.
Download the full PDF: Novant Health’s system-wide turnaround
- Real-world ROI data from Novant’s implementation
- Detailed look at the tools and strategies we deployed
- Actionable insights for scaling asset management in large systems
- Use it as a framework to pitch change internally
Turn a program assessment into a systemwide advantage
What’s next?
Start the path to smarter asset management. With one call, we can start to help you balance cost control, maximize uptime, and bring strategy back to capital planning.
Together we’ll explore how systemwide service alignment can reduce fragmentation, elevate performance, and support stronger outcomes.