医疗设备售后服务期望调查课件.ppt

医疗设备售后服务期望调查
这次调查目和范围
范围
面向医院医学工程技术人员及相关责任人
225人参与并做出了回复
网络调查在医学工程网站公布并连续2个半月
调查结果只限于CMEA 和CFN 正式公布
内容
维修期望及现实状况
目
中国医疗设备维修需求调查
This survey is being conducted among the members of the Medical Engineering Society of the Chinese Medical Association.  CareFusion is conducting this study to better understand your needs and expectations regarding hospital medical equipment support, service, and repair.  Thank you for taking a few minutes of your time to complete the study.  Upon completion of the study, all findings from this study will be shared with the Association.
© 2010 CareFusion Corporation or one of its subsidiaries. All rights reserved.
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调查参与者情况
参与维修调查人员分布
© 2011 CareFusion Corporation or one of its subsidiaries. All rights reserved.
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大多数参与者来自中心城市及3甲医院.
她们愈加关注售后服务及设备安全？
这些调查结果能够反应全部等级医院要求吗？
参与者现从事工作
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只有大型或昂贵设备才会签署维修协议
© 2011 CareFusion Corporation or one of its subsidiaries. All rights reserved.
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79% 人认可她们医院只购置大型设备保修协议, 比如 CT scanners and MRI machines.
12% 人认为她们医院为大部分设备购置了保修协议
10% 人认可她们医院没有买任何保修协议.
维修协议关键覆盖 MRI 和 CT
© 2011 CareFusion Corporation or one of its subsidiaries. All rights reserved.
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Laser EquipmentECG MonitorEndoscope
Optical Devices
ECT Machine (electroconvulsive therapy )
维修协议分布非常集中在X线及影象设备上. 其她设备维修协议覆盖非常低
对维修标准期望
Three levels were presented to the respondents to use as a way to describe expectations for medical device servicing.
(See table below)
© 2011 CareFusion Corporation or one of its subsidiaries. All rights reserved.
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内容
普通标准
“银牌”标准
“金牌”标准
希望提供维修的时间
Monday to Friday at 8AM to 5PM
7 days a week at 8AM to 5PM
7 days a week / 24 hours a day
反应时间（电话支持）
Call back next day
Call back same day
Call back within 2 hours
反应时间（到达现场）
Arrive within 3 days of call
Arrive within 1 day of call
Arrive within 4 hours of call
配件供应
Delivery within 5 days from central warehouse
Delivery within 1-2 days from local warehouse
Delivery within 1 day from on-site storage facility
维修价格
Normal Ch