Selecting an ISO or Third Party Service Company

In today’s edition of the MedWrench blog, I want to highlight a post I recently read on LinkedIn. Frank W. posted a discussion within concerning the “7 Things you need to know when selecting an ISO or Third Party Service Company.”  Often times, our MedWrench users will request quotes for used/refurbished equipment and/or service so I found this information to be very informative.

As I am sure you are all aware, healthcare costs are constantly on the rise. So, it should come as no surprise that healthcare facilities/organizations are constantly looking for ways to minimize their spending while maximizing their efficiency. This ultimately gives facilities few options when considering to repair or purchase equipment; they can either choose to go with the OEMs or they can go the route of utilizing an ISO (third-party) company. It is also possible to repair equipment in-house, but for the nature of this blog post, I will not go into any details concerning that option. When speaking with some of our MedWrench users at various expos and conferences, one of the most common complaints I hear about OEMs is that they are substantially more expensive than third-party vendors and they want to squeeze every dime they can out of you. So, in order to save money most organizations choose to go with an ISO rather than the OEM. However, you should always do your research before making any decisions, especially ones involving your facilities budget. Below you will find 7 things you need to know when selecting an ISO or third party service company.

1. Does the third-party repair company perform testing and calibration according to OEM guidelines to ensure your device performs to the same standard as the manufacturer’s original design? Can they produce documentation and service history to ensure compliance?
2. How many biomeds or engineers does the third-party company employ? Do these include qualified service engineers that are OEM trained and have the necessary skill sets to work on equipment? This qualification could be obtained through biomed training, schools, or military training. What engineering software is used to engineer specific components and assemblies?
3. Are you able to go tour their facility? Will they allow you to interact with the engineers and technicians? Make sure the third party taking care of your medical equipment is not based out of the trunk of their car.
4. What is the typical repair turnover time? Does your third party provider offer loaners? Do they have equipment, parts, and consumables on hand to minimize repair time? Do they have an on-site team to perform repairs at your facility if necessary? Make sure you set your expectations prior to sending in your equipment for service.
5. Can the third party company prove they do not use inferior parts and materials? Ensure they are not reusing parts that should be replaced. Also ask if all parts used meet the manufacture guidelines.
6. Does the third party have transparency in pricing? For example, if you are offered a $499 flat rate for preventive maintenance, will you be charged more for more for basic PM parts and called before extensive repairs are made? Make sure that you are truly comparing apples to apples when considering service and maintenance rates by looking out for clauses that allow additional charges.
7. Make sure the third party service company has liability and property insurance. The last thing you want is to send your equipment in for repair and they lose it or it is damaged during service. This insurance will cover your organization if something would go wrong with the equipment and hurt a patient.

Have anything to add? If so, please give your input in the comments section below!