Complete Medical Services

In 1996, Tony Orlando noticed a need among health care facilities to keep diagnostic testing in house. With little starting capital and a lot of drive, he founded Complete Medical Services (CMS) and set out to fulfill that need.

Today, the company is the largest aftermarket equipment and parts provider for bone density and boasts the largest in-stock inventory of any refurbisher. CMS is the only GEapproved partner for refurbished bone density equipment. CMS technicians are certified and highly trained to work on all bone density equipment. The company also provides comprehensive service training for bone density on an international scale, so international dealers can be confident they will have the experts they need to service and install the equipment.

Medicare reimbursement for bone density procedures has been cut drastically. Still a necessary procedure for osteoporosis screening, health care facilities have been forced to think of more cost-effective ways to acquire and maintain bone density equipment. To help them, We’re thinking outside the box on everything from software options, to different things they can do with the equipment, says Vice President Jeff Rubinoff. Instead of testing for just osteoperosis, they can test for overall health and wellness, visceral fat, body composition, etc.

That kind of thinking has allowed CMS to bring bone density capabilities to facilities who previously thought it wasn’t possible, both in the U.S. and abroad. Internationally, the need for bone density testing is just waking up, so our demand has been increasing overseas exponentially, Rubinoff explains.

CMS also provides refurbished diagnostic imaging equipment and parts in other modalities, including C-arm, ultrasound, nuclear cameras, CT and mammography equipment. Each piece of equipment goes through a standardized, thorough refurbishing process, to create equipment that functions and looks like new. The company’s fully stocked parts warehouse boasts the lowest prices in the industry, and every part is tested before it is sold.

From start to finish, we work with each client to ensure that each machine goes through our rigorous process of refurbishment, is tested and re-tested to ensure the highest quality, then packaged with extreme care and safely shipped to its destination, Orlando says.
Every piece of equipment that leaves the CMS facility has been tested at least 30 times, and sometimes as many as 60. In the final stages of refurbishment, we want a minimum of 30 scans on the system to test to make sure our techs have identified everything, and there are no errors. We test them to the point that we try to get them to fail, so we can correct any issues before they go out the door, Rubinoff says.

Extensive service and training programs

But it doesn’t stop there. We don’t stop at just selling the finest refurbished diagnostic imaging equipment to our customers. We also provide extensive training on each piece of equipment we sell, says President Anthony Orlando.

Our philosophy has always been and will always be clients first, Orlando says. CMS’s latest customerfocused program involves identifying service groups in other countries that can assist with installations and service of bone density and C-arm equipment, so dealers who purchase equipment from CMS can find viable service partners locally. If we work with any company, we want to verify that they are up to our standards, Rubinoff explains. The thorough vetting process involves a representative from the service company in question traveling to the CMS headquarters for training, followed by ongoing support from CMS.

The company is also known for its training programs on the equipment it sells to medical professionals. One program teaches doctors cuttingedge pain management procedures that can be performed with a C-arm, another modality in which CMS is recognized as a leader in the refurbished category. The program’s lecture, demonstration and hands-on workshop on pain management are known nationwide.

Recently, the company has begun selling more affordable refurbished equipment in communities that have never had diagnostic imaging capabilities before. As such, the dealer-training program is essential to the equipment’s success in these communities. We offer training programs to help dealers in any part of the world install and service any equipment they sell, Orlando says. The company also offers ongoing technical support and can directly connect to its customers’ systems from its office to help with troubleshooting and diagnostics. Ongoing technical support has been a game-changer in terms of bone density, Rubinoff says. We can log into those systems anywhere in the world and determine if the failure has to do with software, hardware or the user. This helps guarantee uptime for end users, and at the same time, offers our dealers a tremendous amount of support.

These remote capabilities ensure that once a dealer buys a piece of equipment, no matter how many thousands of miles away, a CMS equipment expert will be available to help solve problems and ensure that it is running properly.

Our dealer relationships are one of the most important aspects of our company. It is a true partnership where we are willing to help with every step of the sales process and customer support, Orlando says.

Success defined

CMS has a talented service department, a state-of-the-art facility, an extensive equipment and parts inventory, a veteran dedicated sales department and great customer support from top to bottom.

To ensure the highest quality control standards, CMS uses its in-house service department for almost all of the company’s service needs. Every CMS technician is thoroughly crosstrained on multiple modalities, and the company uses the latest technology to service equipment. We have a very robust software, which allows our technicians to communicate and track all service call related documentation with the home office in real time directly from their smart phone, Orlando says.

The CMS facility is 15,000 square feet and has been completely renovated and configured to meet the company and its customers’ needs. The warehouse is divided into zone areas for each different imaging modality, with a bay where each type of system can be worked on. The facility is meticulously maintained. It is spotlessly clean, very well organized and clearly marked for all work areas and inventory racks. This organization ensures no time is wasted locating parts or equipment.

The company’s parts and international equipment sales divisions are growing at a fast pace. In today’s health care environment, extending device life is at a premium, and parts are the key. CMS is also focusing on building sales in international markets, where high quality refurbished equipment is in high demand. Global companies find CMS through its significant online presence, which includes Internet advertising, trade magazines, websites and social media.

We anticipate this growth to continue exponentially over the next year and to continue to grow beyond that as well, Orlando says.

Still, the company’s No. 1 focus is its customers. We always do what we promise. We support our customers no matter what the expense is to the company. We actually inventory our equipment and have the best service you can find anywhere.