Providing Clinical Engineering Expertise
At a glance
NYC Health + Hospitals
2,700
Licensed Beds
88,535
Assets in Inventory
39,000
Employees
Situational challenges
Fragmented asset data
BILH’s previous service delivery model utilizing multiple OEM contracts managed by individual hospitals presented significant challenges in maintaining consistent service quality and operational efficiency across the system.
Reactive maintenance culture
• Higher Costs
• Lack of Standardization
• Disparate Systems for Tracking Maintenance
• Vendor Management Complexity
• Inconsistent Service Delivery
Audit stress & compliance risks
The health system saw an opportunity to address these issues by moving to a more centralized service delivery model, streamlining vendor management, and implementing standardized procedures to ensure consistent quality and efficiency across the system.
When the COVID-19 outbreak caused immediate shortages of key medical equipment, Crothall Healthcare responded, not as an equipment service vendor but as a partner to immediately support our cause of saving lives. Whether it was technical expertise for purchasing, allocating safe storage, or delivering critical medical equipment to our 21 facilities around the clock, Crothall responded beyond the scope of their agreement. When we asked for support, the response was always affirmative. At any point, there was equipment at their field service warehouses ready to be delivered. It’s the latest example of how they are our ‘go-to,’ trusted resource and are always there to help us navigate through a crisis
The result
30%
Annual cost savings by reducing reliance on OEM service contracts
1 Hour
Guaranteed response time for critical devices 24/7, Significantly faster than OEM
23%
Increase in Customer Satisfaction: Faster response time, first contact resolution, replacement strategy for aging devices
Roadmap to Success
01
Reduce OEM Reliance
Develop in house expertise Recruited and hired top-tier imaging engineers with specialized skills tailored to the BILH’s equipment mix to support both current equipment and devices with expiring OEM service contracts. Developed a comprehensive training program to effectively support both current equipment and devices with expiring OEM service contracts. Bolstered the on-site team with regional and national support specialists including a Regional Technical Director. Enhanced communication using critical device alerts and work order surveys, driving continuous improvement.
02
Centralize data, streamline service requests and standardize operations to address inefficiencies from varied OEM processes
Standardized practices, single medical equipment management plan across the system to ensure consistent service delivery. Implemented a unified service request platform, centralizing all service requests, eliminating the need for hospitals to contact OEM. Centralized database and streamlined reporting/documentation processes for regulatory agencies and key stakeholders.
03
A Parts Strategy to ensure vital equipment is available
Identified assets with high failure rates creating on-site depots stocked with frequently used and critical parts for replacement and repairs 24/7. Pinpoint end-of-service/high failure assets for priority replacement Resolve issues efficiently and effectively during the initial contact End-of-Service-Life Support (EOSL) Including replacement guidance for devices at EOSL, factoring in technology advancements, patient care, and revenue impact.
Download the full PDF:
- 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.