Comprehensive on-site support
Comprehensive
on-site support
Philips RightFit Service Agreement Value
The right fit for a comprehensive
set of on-site services and support
Philips RightFit Value provides onsite support and repairs to address your needs for comprehensive
services in today’s mission critical healthcare environment.
RightFit Service Agreement Value addresses your need
for comprehensive services to support the clinical and
technical needs of your facility. When you purchase
monitoring and cardiac care equipment, you expect
uncompromising clinical performance, an excellent
return on your investment, and a low cost of ownership.
A comprehensive onsite agreement harnesses the power
of Philips to provide a high level of service delivery to
assist you in achieving the clinical and financial results
you expect from Philips.
A broad range of value-added features
The RightFit Value Agreement will maximize your
ownership experience through:
•High-priority level of service delivery and response
•On-site response provided by dedicated Patient
Monitoring service team
•Web-based technical support tool, InCenter
•24 x 7 technical and clinical phone support
Philips leads the industry in customer satisfaction
Year after year, Philips Healthcare Patient Monitoring has
been recognized for excellence according to independent
IMV ServiceTrak™ surveys.1 Customers have consistently
ranked Philips #1 in Overall Manufacturing System
Performance and Probability of Repurchase. In 2011,
over 85% of Philips respondents were highly satisfied
(rated Philips a 5 or a 6 on a 6 point scale) with Philips
for Overall Manufacturer Performance and over 90%
were highly satisfied with Philips for Overall Service
Performance. The 2011 IMV ServiceTrak – Patient
Monitoring Systems report surveyed over 1000 hospitals
and is based on 25 attributes assessing satisfaction with
manufacturer, system, and OEM service performance.
2
Philips RightFit Service Agreement Value
Services – A full lifecycle solution
The success of your organization depends on people. Philips Services
are designed with that in mind – supporting healing environments,
developing your staff, improving your organization’s performance,
and increasing patient satisfaction.
RightFit Value delivers service via our dedicated Patient Monitoring
Field Service Engineers (FSEs) and Installation Project Managers.
This group of over 300 professionals has an average of over 10 years
experience servicing monitoring equipment. They are strategically
located throughout the country and provide our customers with fast
and efficient customer-focused service.
Each FSE completes at least three weeks of training per year on Philips
products and on the latest healthcare industry topics. Training is held
at various Philips locations, including our Cleveland, OH state of the
art training facility. Course curriculum includes background on Philips
monitoring products, lectures on the specific Philips devices and
solutions, and hands-on training and troubleshooting on the individual
products. Product application, service, installation and product safety
testing is also part of the comprehensive training. Our comprehensive
training give this team the ability to resolve most problems quickly
reducing down time and returning your systems to use.
Depend on us. The resources, training, and support we offer enable
you to focus on what’s most important – your patients.
Philips RightFit Value
Service delivery
Hours of telephone coverage (24 x 7)
Initial telephone response (2 hours)
Remote services
Web based self support (InCenter)
Technical telephone support (24 x 7)
Clinical telephone support (24 x 7)
Direct connect to technical engineer
On-site delivery
On-site response (Next business day)
On-site service (8-5, M-F)
Overtime labor and travel (Preferred rates)
On-site coverage (24 x 7)
Parts service
Part coverage
Part delivery
Planned maintenance
Performance assurance
Included
Included
Included
Included
Included
Included
Included
Included
Included
Optional
Included
Priority
Optional for
specified products
These features are representative of the type of coverage available. Certain options
and features are not available for all products or in all countries, and exclusions or
surcharges may apply in certain situations. The specific features and options for your
equipment are determined by the written terms of your Service Agreement. Please
contact your Philips representative with any questions regarding feature availability.
Philips Customer Services is service that works for you.
Call our Customer Care Solutions Center at 800-722-9377.
www.philips.com/healthcare
Philips RightFit Service Agreement Value
3
Philips Healthcare is partof
Royal Philips Electronics
How to reach us
www.philips.com/healthcare
healthcare@philips.com
Asia
+49 7031 463 2254
Europe, Middle East, Africa
+49 7031 463 2254
Latin America
+55 11 2125 0744
North America
+1 425 487 7000
800 285 5585 (toll free, US only)
1 ServiceTrak is one of the most recognized and trusted
surveys in the healthcare industry. The survey is
conducted annually by IMV, an independent healthcare
market research company which has been analyzing
the medical imaging, clinical diagnosis, and analytical
instrument markets since 1990. ServiceTrak reports
provide objective, non-anecdotal benchmarks of
service levels, as measured by actual customer
experiences and impressions. Respondents are drawn
from a randomized database of U.S. hospitals.
Please visit www.philips.us/RightFit
© 2012 Koninklijke Philips Electronics N.V.
All rights are reserved.
Philips Healthcare reserves the right to make changes in specifications and/or to discontinue any product at any time without notice or
obligation and will not be liable for any consequences resulting from the use of this publication.
Printed in USA
4522 962 77501 * AUG 2012
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