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.

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