By Shahar Chen

The seamless operation of medical machinery in hospital networks is a critical component in the delivery of timely and effective healthcare. As the global medical device market continues to grow and become more complex, the importance of ensuring the smooth operation of these devices has never been more apparent.

However, the journey is fraught with challenges, including supply chain disruptions, escalating service costs, technician retirements, and knowledge gaps. Drawing insights from the 2024 Field Service Benchmark Report: Medical Device Edition, this article explores the crucial role of field service technicians in mitigating these challenges, ensuring efficiency, and minimizing the headaches for doctors and patients.

The role of field service technicians
Field service technicians are crucial in ensuring the smooth operation of medical devices within hospital networks, acting as the frontline defense against the cascading effects of equipment downtime. The 2024 Medical Device Field Service Benchmark report by Aquant highlights the extensive maintenance and repair efforts necessary to keep medical machinery functional, emphasizing the critical role of these technicians as both technical experts and key players in maintaining healthcare efficiency.

However, this department is facing challenges. The report reveals a significant technician skills gap, particularly in medical device companies dealing with patient-facing technology. Devices used directly by patients typically undergo more frequent maintenance compared to lab equipment due to their extensive daily use. This high demand necessitates more service visits per year and a tendency towards immediate, break-fix solutions.

Moreover, there's an expectation for quick resolution times. Downtime can have severe implications, prompting companies to prioritize swift repairs. However, an unsuccessful initial repair attempt often results in up to three follow-up visits, adding an average of 13 extra days to the resolution time. Furthermore, the report indicates that the least efficient companies can take up to five times longer to address an issue compared to their top-performing counterparts.

The impact of downtime
Inefficient machinery can lead to significant losses in hospital efficiency, directly impacting patient care and causing considerable stress for healthcare professionals. The consequences of equipment downtime are far-reaching, from delayed diagnoses and treatments to increased patient wait times and overcrowding in facilities. Such inefficiencies not only exacerbate the workload on medical staff but also lead to patient dissatisfaction and, in severe cases, compromise patient safety. Below are a few examples of the ripple effects of equipment downtime.

Delay in surgical procedures due to unavailability of sterilized equipment
Sterilization of medical instruments is a critical process in any healthcare setting to prevent infection and ensure patient safety. When sterilization equipment fails, surgical instruments cannot be prepared for upcoming procedures, leading to delays. These delays can have a domino effect:
● Extended Hospital Stays: Patients scheduled for surgery may need to remain in the hospital longer than anticipated, waiting for the equipment to become available.
● Increased Risk of Infections: The longer surgical instruments remain unsterilized, the higher the risk of contamination. Even small delays can compromise the sterility of the equipment, increasing the risk of post-operative infections, which are often more complicated and expensive to treat.
● Resource Strain: Delays in surgery can lead to a backlog of cases, putting additional pressure on hospital resources and staff. This can lead to rescheduling of surgeries, affecting not just the patients directly involved but also others whose treatments are postponed as a consequence.

Reliance on manual record-keeping and diagnoses
When diagnostic equipment fails, healthcare providers may need to revert to manual methods for recording patient data and making diagnoses. This shift can introduce several challenges:
● Human Error: Manual record-keeping and diagnoses are susceptible to human error. Misinterpretation of data, transcription errors, or simple mistakes in calculation can lead to incorrect diagnoses, inappropriate treatment plans, and overall patient care delays.
● Treatment Delays: Without the speed and accuracy of modern diagnostic equipment, diagnosing a patient's condition becomes a more time-consuming process. Delays in diagnosis mean delays in treatment, which can critically impact patient outcomes, especially in cases requiring immediate attention.
● Increased Workload: Manual processes are significantly more time-consuming, increasing the workload on healthcare professionals. This can lead to fatigue and burnout among staff, further exacerbating the potential for errors and negatively affecting patient care.
Pressure on Critical Care Units Due to Life-Support Equipment Downtime
Critical care units rely heavily on life-support equipment to monitor and maintain vital functions in severely ill patients. When such equipment is not functioning:
● Immediate Risk to Patient Life: For patients relying on mechanical ventilation, dialysis, or other forms of life support, equipment failure can have immediate life-threatening consequences. Rapid intervention is required to prevent deterioration of the patient's condition.
● Resource Reallocation: In the event of equipment failure, critical care units must quickly reallocate resources or find alternative solutions to maintain patient care standards. This can strain the unit's capacity, potentially compromising care for other patients.
● Emotional Toll on Staff and Families: The failure of life-support equipment not only poses a direct risk to patients but also places an emotional burden on healthcare professionals and the families of those affected. The stress and anxiety associated with such critical situations can have long-lasting effects on everyone involved.

These examples illustrate the intricate web of dependency within hospital operations on the reliability of medical equipment. The cascading effects of downtime highlight the necessity for robust maintenance, rapid response mechanisms, and contingency planning to mitigate the impacts on patient care and hospital efficiency.

The way forward
As highlighted in Aquant’s report, the future of the medical device industry is poised to witness transformative trends that adress the current challenges service teams face and further elevate patient care and operational efficiency. Here's what we can expect:

Connectivity for enhanced user experience
The integration of connectivity features into medical devices is rapidly becoming a norm. With the evolving landscape of digital health, connectivity is crucial for enhancing the user experience. It facilitates real-time data monitoring, enabling healthcare providers to make informed decisions swiftly. This advancement not only increases device uptime but also fosters stronger relationships with end-users by offering insights derived from device usage patterns. As security concerns around connected devices are progressively addressed through advanced technologies, we will see a more seamless and secure integration of these devices into healthcare ecosystems.

The rise of remote resolution
The trend towards remote resolution is set to redefine service delivery within the medical device sector. This approach aligns with the broader shift towards digital healthcare solutions, offering a time and cost-efficient method to diagnose and resolve issues without the need for on-site technician visits. Remote resolution enhances customer experience by minimizing equipment downtime, thus ensuring that patient care continues unhindered. As the industry continues to embrace digital transformation, remote troubleshooting and maintenance will become increasingly prevalent, driven by advancements in AI and AR technologies.

Navigating the technician talent gap
The complexity of modern medical devices has outpaced the availability of skilled technicians, leading to a pronounced talent gap within the industry. This challenge compels hospitals and medical institutions to build and expand in-house technical teams, further intensifying the competition for skilled personnel. To bridge this gap, organizations must invest in comprehensive training programs that not only cover technical skills but also emphasize soft skills such as communication and problem-solving. Additionally, leveraging the right technological tools and strategies, including AI-driven diagnostics and predictive maintenance, can mitigate the impact of the talent shortage by enhancing the efficiency and effectiveness of existing technical staff.

As we look to the future, the medical device industry is set to undergo significant changes, driven by technological advancements and evolving healthcare needs. The key to staying ahead in this dynamic environment lies in embracing innovation, investing in human capital, and adopting a patient-centric approach to healthcare delivery. By focusing on connectivity, remote resolution, and addressing the technician talent gap, the industry can ensure high service levels and continue to make significant contributions to improving patient outcomes and healthcare efficiency.

About the author: Shahar Chen is an entrepreneur and expert in service. Shahar brings more than 15 years of business and technical expertise in BtoB software, specifically SaaS service software. Shahar started Aquant with his co-founder Assaf with the mission of bringing a powerful AI solution to the field service world, as a way to revolutionize service for service teams and end users. Prior to starting Aquant, Shahar spent 14 years at ClickSoftware, where he served in various positions from sales and consulting to product innovation.