News | September 23, 2008

Customers Give GE's Cardiac Ultrasound Service High Marks

September 24, 2008 - GE Healthcare’s satisfaction scores reflect significant improvements in customer perceptions of service quality in both MD Buyline’s second quarter 2008 customer satisfaction survey and IMV ServiceTrak’s 2008 report.

MD Buyline and ServiceTrak present independent analysis of service trends in industry and manufacturer ratings within each modality.

“We think it’s significant that two completely separate surveys show that GE Healthcare Cardiac Ultrasound Service has made positive changes,” said Ann Marie Lubert, General Manager, GE Healthcare Ultrasound Services. “These achievements are consistent with the trend of our own customer satisfaction measurements. Latest scores reveal that 93 percent of our customers are not only satisfied, but also willing to recommend GE Healthcare Cardiac Ultrasound Service to a peer. Clearly, this is an indication that the programs and initiatives we’ve implemented over the last year to enhance our service offerings are working.”

MD Buyline’s customer satisfaction survey reports that GE Healthcare scores are up in three key areas, including the composite score. Compared to the 1st quarter 2008 ratings, GE Healthcare realized gains in system performance, system reliability and applications training. In service response time and service repair quality categories, GE Healthcare held steady compared to last quarter. When matched with its three main competitors, GE Healthcare was the only manufacturer that posted an overall increase in the overall composite score versus last quarter.

In the 2008 ServiceTrak Imaging - Ultrasound Cardiology report, GE Healthcare improved in 32 of 34 categories and posted the largest gain in service follow-up. In addition, GE Healthcare leads the industry in this year’s report in its ratings for technology upgradeability, the ability to provide expected image quality and in the capacity to solve issues by telephone.
In terms of OEM service engineer performance, which measures timeliness of the initial phone call, troubleshooting effectiveness, punctuality, attitude and the degree to which commitments are met - GE Healthcare scored higher in all criteria when compared to 2007. Notably, 92 percent of GE Healthcare respondents rated the attitude of GE Healthcare service engineers as “very good” or “excellent,” Lubert said.

The percentage of GE Healthcare Ultrasound Cardiology systems connected through InSite ExC increased in 2008. The IMV ServiceTrak report also showed that the percentage of time GE Healthcare is able to diagnose problems remotely increased 22 percent and that the ability to remotely resolve problems increased by 18 percent. Both of these 2008 ratings are above industry average.

Lubert believes GE Healthcare’s rankings reflect the 2008 Insite ExC compatibility expansion to users of Vivid 7, the company’s flagship cardiovascular ultrasound system. InSite ExC allows GE Healthcare to help Vivid 7 customers at their point of care with minimal interruption to exam schedules.

GE said customers view the ability to perform online clinical support as particularly valuable. A likely scenario might be a stress echo procedure, in which the sonographer needs guidance in configuring the stress test template. In such a case, an On-Line Clinical Application Specialist can walk the sonographer through the appropriate steps.

For more information: www.gehealthcare.com

Related Content

Technology | Ultrasound Imaging | August 18, 2017
August 18, 2017 — SuperSonic Imagine recently introduced the newest version of its premium...
Pentax Medical Launches New Slim Linear Ultrasound Endoscope
Technology | Endoscopes | August 17, 2017
Pentax Medical Co. announced the U.S. launch of the Slim Linear Ultrasound Endoscope (EG-3270UK), the company's newest...
Houston Methodist Hospital Enters Multi-Year Technology and Research Agreement With Siemens Healthineers
News | Imaging | August 17, 2017
Houston Methodist Hospital and Siemens Healthineers have entered into a multi-year agreement to bring cutting-edge...
Clarius Wireless Ultrasound Scanners Now Available With Advanced Features
News | Ultrasound Imaging | August 09, 2017
Clarius Mobile Health has released advanced features and options for its wireless handheld ultrasound scanner for...
Oregon Tech Partners with Mindray for High-Tech Ultrasound Education
News | Ultrasound Imaging | August 04, 2017
To better prepare its ultrasound students to compete and thrive in the evolving healthcare environment, Oregon...
Carestream Shows Touch Prime Systems at Society for Vascular Ultrasound Conference
News | Ultrasound Imaging | August 03, 2017
Carestream will showcase its Carestream Touch Prime and Touch Prime XE Ultrasound Systems at the Society for Vascular...
3-D Vascular Ultrasound Quantifies Plaque Burden to Estimate Cardiovascular Risk
News | Cardiovascular Ultrasound | July 20, 2017
In a large, first-of-its-kind population, researchers found an experimental technique known as three-dimensional...
Floyd Medical Center Acquires Quartet of Toshiba Cardiac Ultrasound Systems
News | Cardiovascular Ultrasound | July 19, 2017
Floyd Medical Center in Rome, Ga., recently installed three new Aplio 500 Platinum CV ultrasound systems from Toshiba...
Synergy Radiology Associates Employs UroNav Fusion Biopsy System for Better Prostate Cancer Diagnosis
News | Biopsy Systems | July 17, 2017
Radiologists from Synergy Radiology Associates (SRA) in Houston are using the power of 3-D medical imaging and...
Overlay Init