Technology
Above & beyond: a customer service story
On a typical mobile or modular cath/vascular lab project one of the first things we do is identify the date the customer needs their interim lab to be up-and-running. Then, we have the lab delivered in advance so that there is adequate time for set-up, installation, training, before the first patients. Of course, there are also conference calls, site visits, IT configurations, clinical system configurations and more, but our goal is to pre-plan, guarantee our delivery date, and make the entire delivery and installation process is as smooth as can be.SPECIAL CIRCUMSTANCESBut then there are those “special” circumstances – such as Martha Jefferson Hospital in Charlottesville, VA. Martha Jefferson contacted us back in 2010 while they were making plans to move their hospital to a brand-new facility. The move wasn’t going to take place until later in 2011, but you can imagine the amount of planning and coordination it takes to move to a new hospital. Most smaller items like supplies, equipment, and furnishings could be moved in advance; but orchestrating the move of their patients and services from the old facility and opening the new hospital the next day was critically important.
The lifecycle of a mobile lab
From one month to several years, the amount of time Mobile Cath Labs spend on-site can vary widely from client to client. Regardless of the length of time in service, Modular Devices has a specific procedure we follow to get the lab ready for the next customer. Our process ensures a quick, simple pick up that allows us to turn-around our Mobile Cath Labs swiftly and safely for continued use at a site that could be across the country!PICK UPThe pick up of Mobile Cath Labs from a customer’s site is highly coordinated by our in-house logistics team. Instructions are provided to the customer regarding preparing the lab for removal. Some in the industry require the lab to be returned in the same condition it was delivered, but we do not make such a requirement. All we ask that power remain connected to the lab until removal, and that all the customer’s supplies are removed prior to our arrival. On pick-up day, our own driver will arrive and ready the lab for removal. Once removed, the lab will return directly to our 75,000 square foot facility in Indianapolis. At that point our team of experienced and seasoned professionals begins the restoration process.