Philips Medical Systems Remotely Manages Mobile MRI Units

Philips Medical Systems, a global leader in healthcare, is committed to providing innovative technology and services that enable health care providers to achieve clinical excellence. In response to customer demand for more strategic and efficient customer support, Philips recently established a new Mobile Enterprises department, whose mission is to provide optimal patient care through increased efficiencies and improved service to their partners and customers.

Challenges

One of the Mobile Enterprise team’s key initiatives is running mobile imaging centers, which provide use of diagnostic imaging equipment to markets that cannot support purchase and maintenance of fixed imaging equipment. Any downtime of the imaging equipment results in a loss of patient service and revenue for the healthcare provider. Philips needed to find a way to proactively monitor their medical equipment to prevent downtime and to diagnose and fix issues remotely to avoid sending field engineers on-location for repairs.

Solution

Philips’ Mobile Enterprise, developed a wireless-specific solution to complement their existing proprietary remote monitoring solution  using the Sierra Wireless AirLink PinPoint X communications gateway.

Prior to the wireless solution, Philips no remote access to diagnose system “wellness” and troubleshoot issues. With the AirLink PinPoint X, engineers can monitor and maintain these mobile imaging centers in near real-time. This not only allows the techs at the call center to troubleshoot and fix imaging equipment remotely, but it significantly decreases the frequency and duration of trips.

Utilizing the AirLink PinPoint X, Philips engineers located in the company call center will have the ability to monitor, troubleshoot and fix problems remotely, minimizing the need for travel by a field service engineer. In certain situations, the call center will be able to diagnose issues as the field service engineer is en route to the remote location. When the engineer arrives at the mobile imaging center, the problem may already be diagnosed, saving valuable resolution time.

The Sierra Wireless AirLink PinPoint X solution has resulted in significant benefits to Philips Medical:

• Improve patient care by increasing equipment uptime through preventative
maintenance and remote issue diagnosis
• Minimize potential revenue loss to the mobile customers due to downtime
• Increase efficiency by tracking mobile systems using GPS technology
• Enhance productivity to both customers and Philips Customer Service organization