ICE Magazine - November 2018

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ADVANCING THE IMAGING PROFESSIONAL

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contents

ICE FEATURES

November 2018

OEM: OEM:

A SERVICE

PARTNER News

40 Cover Story

uide to G 26 RSNA

Historically, the relationship between in-house hospital equipment teams and OEMs hasn’t always been a smooth one. Amid the vertical integration of parts, sales, and service providers, and greater consolidation in the hospital space, both ends of the customer relationship have tightened.

However, there is movement suggesting the creation of a symbiotic relationship between OEMs and in-house imaging service professionals.

The RSNA Scientific Assembly and Annual Meeting is scheduled for November 25-30 at McCormick Place in Chicago.

RSNA invites radiology professionals to experience the hands-on, cutting-edge technology of artificial intelligence,

Corporate Profile: Ray-Pac Ray-Pac specializes in developing lower cost replacement

3D printing and virtual reality at this year’s event.

tubes for imaging equipment made for major OEMs. Page 53

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ICEMAGAZINE

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contents

ICE DEPARTMENTS

24

26

November 2018

31

59

news

people

products

insight

11 Imaging News

26 Professional Spotlight

31 CT Product Spotlight

57 Career Advice

18 Company Showcase: Richardson Healthcare

28 Department Spotlight

32 CT Gallery

59 Imaging Matters

38 Tools of the Trade

60 Imaging Service 101

22 Webinar Wednesday

62 Daniel Bobinski

24 People on the Move

66 Photo Contest 66 Index

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Contributors

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Circulation

Lisa Cover Melissa Brand

Digital Department Cindy Galindo Travis Saylor Kennedy Krieg

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Linda Hasluem

ICE Magazine (Vol. 2, Issue #11) November 2018 is published by MD Publishing, 18 Eastbrook Bend, Peachtree City, GA 30269-1530. POSTMASTER: Send address changes to ICE Magazine at 18 Eastbrook Bend, Peachtree City, GA 30269-1530.

For subscription information visit www.imagingigloo.com. The information and opinions expressed in the articles and advertisements herein are those of the writer and/or advertiser, and not necessarily those of the publisher.

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ICEMAGAZINE | NOVEMBER 2018

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ADVANCING THE IMAGING PROFESSIONAL

news

IMAGING NEWS A LOOK AT WHAT’S CHANGING IN THE IMAGING INDUSTRY MUSC, Siemens Healthineers Form Strategic Partnership

The Medical University of South Carolina (MUSC) and Siemens Healthineers have formed a first-of-its-kind strategic partnership with the mutual goal of advancing the quality of health care in South Carolina. The partnership will capitalize on the coupling of MUSC’s clinical care, research and education expertise with Siemens Healthineers’ engineering innovations and workflow-improvement capabilities.

“We are leveraging a longstanding relationship to reshape what we can both deliver in health care,” said David J. Cole, M.D., MUSC president. “Our nation is demanding that we address our fractured, costly and inefficient health care delivery systems. As the leading academic health sciences center in this state, MUSC’s purpose must be to drive the highest quality care for our patients

at the lowest cost through commitment and partnerships. In discussions with the Siemens Healthineers team, we discovered a high degree of alignment with these concepts, and we are very excited to have them move forward with us. Our mutual goal is to not merely provide the best care possible for just our patients; we will define the new gold standard for others to follow.”

Specifically, this new agreement will focus on driving performance excellence at MUSC and generating significant clinical and value-driven innovations in focused target areas including pediatrics, cardiovascular care, radiology, and neurosciences.

In other news, The Ohio State University Wexner Medical Center in Columbus recently became the first health care facility in the United States to install the new SOMATOM go.Top computed tomography (CT) system from Siemens Healthineers.

The 128-slice scanner expands the SOMATOM go. CT platform’s concept of patient-centric mobile workflow – which is controlled via tablet and remote – into advanced clinical fields and applications, including cardiology, CT-guided intervention, and Dual Energy spectral imaging. •

Zingbox Releases Medical Device Hacking Research

Zingbox has announced new research demonstrating that hackers are leveraging error messages from connected medical devices – including radiology, X-ray and other imaging systems – to gain valuable insights. These insights are then used to refine the attacks, increasing the chance of successful hack.

“Hackers are finding new and creative ways to target connected medical devices. We have to be in front of these trends and vulnerabilities before they can cause real harm,” said Xu Zou, Zingbox CEO and co-founder. “We make it our mission to assist and collaborate with device manufacturers to ensure the security and uninterrupted service of connected medical devices.”

The information gathering phase of a typical cyberattack is WWW.IMAGINGIGLOO.COM

very time-intensive, where hackers learn as much as they can about the target network and devices. By simply monitoring the network traffic for common error messages, hackers can gain valuable insight into the inner workings of a device’s application; the type of web server, framework and versions used; the manufacturer that developed it; the database engine in the back end; the protocols used; and even the line of code that is causing the error. Hackers can also target specific devices to induce error messages. With this information, the information gathering phase is greatly shortened and they can quickly customize their attack to be tailored to the target device.

Zingbox’s research discovered that: • Information shared as part of common error messages can be leveraged by hackers to compromise target connected devices.

• Hackers can “trick” or induce medical devices into sharing detailed information about the device’s inner workings.

• Leveraging this information quickens a hacker’s access to a hospital’s network. • ICEMAGAZINE

11

news Accruent Launches First CMMS Integration with GE Healthcare’s Service Shop Portal

Accruent, a provider of physical resource management solutions, continues its innovation with the health care industry’s first Computerized Maintenance Management System (CMMS) to offer integrated ordering with GE Healthcare’s Service Shop portal. This portal enables Healthcare Technology Management (HTM) professionals to search, access and order parts, accessories and supplies for many of GE Healthcare’s devices.

Accruent’s Healthcare Technology Management (HTM) solution now further increases the operational efficiency of hospitals and clinics through an integrated workflow and interface. This purchasing integration provides instant access to more than 80,000 of GE Healthcare’s parts and accessories, real-time pricing, up-todate inventory information and documentation resources.

“Automating the procurement workflow process within the HTM CMMS reduces errors and saves time for our customers, so they can focus on providing the best care for their patients,” said Rob Reilly, vice president and GM, U.S. and Canada Service, GE Healthcare.

With Accruent’s first-to-market functionality, HTM profession-

als get CMMS-generated work orders to maintain or repair GE Healthcare equipment, and the CMMS gives them direct access to GE Healthcare’s Service Shop to request replacement parts immediately. Then, managers and supervisors are prompted automatically to review and grant purchasing approvals within the CMMS, and buyers can complete the purchasing workflow connected to their ERP – all within a single integrated system. This end-to-end integration allows health care customers to: • Create a full end-to-end procurement process through integration with their ERP • Reduce parts sourcing time and streamline PO creation contained within the work order • Gain access to 80,000+ frequently ordered GE Healthcare parts and accessories • View and purchase GE Healthcare parts and accessories with their contractually negotiated pricing built into the workflow • Enhance ordering confidence through visibility to real-time inventory • Improve order accuracy by eliminating manual data entry errors Accruent’s CMMS integration with GE Healthcare’s Service Shop portal is available immediately. •

Alpha Source Group Names Rich Springer President Alpha Source Group, a collective of three service companies including Alpha Source, Medical Optics and BC Technical, has promoted Rich Springer to president. In his new role, Springer is charged with leading the Alpha Source Group of companies through a period of continued strategic growth and evolution.

Since 2016, Springer served as chief operating officer for Alpha Source, leading strategic initiatives across service and operations.

This included integrating and expanding Medical Optics, forming a consolidated national service arm following the BC Technical acquisition and scaling the company’s outsourced depot solutions

capabilities, which provide full-scale original equipment manufacturer (OEM) product maintenance, service, repair and logistics.

In previous positions, Springer led world-class service operations at both domestic and international companies, including Crothall Healthcare; Elekta Inc.; TomoTherapy (now Accuracy Inc.); Camtronics Medical Systems, Ltd. (now Merge Healthcare); Cymer, Inc.; and GE Corporation/GE Healthcare. •

TRIMEDX to Acquire Aramark’s Healthcare Technologies Business

TRIMEDX, a leader in clinical asset management and clinical engineering services, has entered into a definitive agreement to acquire Aramark’s Healthcare Technologies (HCT) business.

Aramark HCT provides healthcare technology services, ranging from repair and maintenance to outsourcing of clinical engineering services, to more than 500 health care providers nationwide. The acquisition of Aramark HCT allows TRIMEDX to deliver

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ICEMAGAZINE | NOVEMBER 2018

its proprietary technology-driven solutions to a broader set of health care provider customers, driving clinical and financial results, as well as device security and compliance.

“We are excited to bring our technology and service model to a greater number of health care providers, delivering a comprehensive and differentiated clinical asset management program in an ever-changing environment,” said Henry Hummel, CEO of TRIMEDX. “We look forward to Aramark HCT’s talented associates joining the TRIMEDX team to support our strategic operating model focused on partnering with health care providers to drive measurable and persistent value.”

The transaction is expected to close in the fourth quarter of 2018 and is subject to regulatory approval and other customary closing conditions. •

ADVANCING THE IMAGING PROFESSIONAL

news HealthMed360 Acquires Vector Medical Imaging HealthMed360 has reported its acquisition of Vector Medical Imaging’s assets, including tools, test equipment and inventory. Also joining the HealthMed360 team is Vector President Jim Pike. He is now HealthMed’s senior computer and electronics engineer.

Vector Medical Imaging is focused on the repair of high-failure/high-end diagnostic imaging replacement parts, including various CT and MRI computers, workstations, GE patient table pumps, cylinders, motors and other electro mechanical repairs for GE, Siemens and Philips parts.

“The purchase of Vector Medical Imaging and Jim Pike joining the HealthMed360 team aligns with our main goal of having the leading provider of quality parts repairs, systems and services under one roof,” HealthMed360 President Robert Dakessian said. •

PartsSource Launches Probe Exchange Program

PartsSource now offers an ISO 13485-certified ultrasound probe exchange at a flat-rate price.

“The new program simplifies the hassle of probe repair through a single automated online platform to order, track, package and exchange, while maximizing quality through a comprehensive 20-point visual and functional inspection,” according to a press release.

“To order a reliable reconditioned probe requires only three steps through PartsSource’s curated marketplace, which consolidates 4 million products into a single digital platform.

PartsSource adds new probe models regularly and updates in-

ventory daily to meet hospitals’ critical ultrasound demands,” according to a press release.

The program, according to the release, also provides: • Reliable products from qualified experts: 20-point visual and functional inspection on all probes and ISO 13485-certified process and facility for all repair work • Wide selection of probes available online: 130+ models with daily inventory updates to meet demand • Upfront pricing: Cost savings up to 40 percent below OEM pricing • Best warranties in the industry: 6-month full warranty on Standard and 3D/4D probes and 90-day warranty on all TEE probes • For more information, visit PartsSource.com.

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news RPI Moves To Larger Building Replacement Parts Industries Inc. (RPI) has announced its relocation to Simi Valley, California. RPI moved into the two-story 38,000-square-foot building to accommodate future growth and expansion plans.

RPI purchased the building in Simi Valley then remodeled it to allow for much larger office spaces for the customer service, product development, quality control, marketing, purchasing and accounting departments. The product development lab offers double the space that its previous building would allow, with the shipping and warehouse spaces each doubling in size. This move marks an important milestone in RPI’s history.

“As the health care industry experiences phenomenal growth and transformation, RPI has maintained its leadership in the industry by being innovative and making strategic moves at the right time, like this relocation. We carefully considered a number of locations for our move, and Simi Valley met all of our requirements. This move is the next phase of our ever expanding changes to our business of offering our customers quality replacement parts, excellent customer service, and knowledgeable technical assistance. We are proud of the solid contributions we have made to our industry and customers since we first opened our doors in 1972,” said Ira Lapides, president and CEO of RPI.

RPI is now located at 625 Cochran Street, Simi Valley, California 90365.

The phone numbers (800-221-9723 and 818- 882-8611) and fax number (818882-7028) remain the same. • For more information, visit www.rpiparts.com.

US Med-Equip on Inc. 5000 List, Again US Med-Equip, a provider of medical equipment rentals, sales, service and asset management solutions, has earned a place on the Inc. 5000 list of America’s fastest growing companies – for the sixth consecutive year.

Headquartered in Houston, US MedEquip provides moveable medical equipment to the health care market, primarily to hospitals and long-term acute care centers.

The company rents a wide range of moveable equipment across various clinical applica-

tions, including respiratory, infusion, monitoring and neonatal. US Med-Equip maintains a rental fleet of more than 27,000 pieces of equipment and serves its customers across 23 facilities throughout the United States.

According to Inc. magazine, publisher of the annual list, tens of thousands of companies have applied over the years, but only a fraction have made the list more than once.

Only six percent of the companies have made the list six times.

US Med-Equip President Gurmit Bhatia noted that US Med-Equip provides technology-based, value-added benefits such as RFID-tagged equipment, proactive PM management and an online customer portal that gives hospitals greater control over rental expenses. • For more information, visit usmedequip.com.

Jackson Memorial Hospital Installs Canon Medical Systems’ Aquilion ONE/GENESIS Edition Clinicians at Jackson Memorial Hospital now have access to the latest in dynamic volume CT technology with the installation of the Aquilion ONE/GENESIS Edition from Canon Medical Systems USA Inc. The system enables the facility to perform routine and advanced exams, including CTA, cardiac, coronary and perfusion imaging, bringing the benefits of fast, low dose CT exams to a wide range of patient populations.

“Jackson Memorial Hospital has such a high volume of CT scans performed onsite,” said Eric Haubner, radiology director at Jackson Memorial. “Since the installation of Canon Medical Systems’ technology, the

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ICEMAGAZINE | NOVEMBER 2018

number of patients imaged in our outpatient location has increased from 24 to 40 exams a day, while seeing an increase of 34 percent for pediatric exams and 30 percent for cardiac scans.”

“The exam time on the Aquilion ONE/ GENESIS Edition has low dose exposure, allowing for high productivity and image quality without compromising patient comfort and safety,” adds Edward Cariaga, CT supervisor at Jackson Memorial. “The scanner’s couch also permits up to 694 pounds, which has helped us competitively in our region as the only CT scanner capable of imaging bariatric and larger patients.”

The Aquilion ONE/GENESIS Edition features an optimized beam spectrum based on PUREViSION Optics (PUREViSION Optics with FIRST body mode) and the PUREViSION CT Detector, which can acquire up to 16 cm of 0.5 mm volumetric data every rotation of the gantry. With AIDR 3D reconstruction times up to 80 images per second, exams are fast and low dose for young patients. Additionally, the system is small and light and consumes less power, fitting into a footprint of only 204 square feet (19 square meters), with a short bore, flared design and 30-degree tilting gantry. •

ADVANCING THE IMAGING PROFESSIONAL

news Raleigh Radiology Adds Clario Smart Worklist Raleigh Radiology, a radiology practice in North Carolina and partner with WakeMed, has gone live with the Clario Smart Worklist to help drive workflow for its six locations. The implementation of the worklist was to further increase productivity and analytics allowing for better patient care.

The go-live took place over a four-day period where 45 radiologists learned and successfully used the Clario Smart Worklist. By the end of the go-live, radiologists were benefiting from the communications tools, ease of simultaneously launching Fuji 4 and Fuji 5 PACS and increased efficiency in Clario’s auto-next feature and analytics tool.

Clario’s comprehensive analytics tool will help give insight to Raleigh Radiology’s business management and operational teams to make decisions that will not only help the practice increase exams read but also save on costs over time. Clario’s Autonext feature, which eliminates the need to look at the worklist altogether, allows Raleigh’s radiologists to automatically open and launch multiple viewers for a smoother workflow process and time savings.

“We are proud to be a part of Raleigh Radiology’s thriving practice and intend to take it to new heights,” says Chris Wood, Clario’s CEO. “Clario and Raleigh Radiology took the time and energy into the procedure management and worklist building to make sure the right steps were taken to ensure a great go-live and I am happy to say we achieved that goal.” •

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news Dedicated Imaging Services, Advanced Imaging Systems Team Up Tennessee-based Dedicated Imaging Solutions LLC will merge with Florida-based Advanced Imaging Systems (AIS).

Dedicated Imaging Solutions, a CT and MRI parts repair company in the third-party imaging marketplace, is currently operating within ISO-13485 quality standards, with full certification expected by the end of 2018. In addition to parts repair, Dedicated has geared up its proprietary X-ray tube repair protocol and recently started its in-house coil repair lab with the help of AIS. Dedicated will be able to verify full-coil functionality after repair by testing it on in-house quality assurance bays. Dedicated currently has multiple CT and MRI QA bays to ensure that all parts are repaired to OEM specifications and quality before reaching inventory. Dedicated has plans to install four additional full CT system test bays and another fully operational and shielded MRI test bay this year.

AIS currently houses an expansive third-party CT and MRI parts inventory with its main focus being digital imaging equipment, service and parts. AIS also specializes in and offers installation/deinstallation of imaging equipment, mobile CT/MRI upgrades, and complete turn-key project management.

The merger will position AIS to expand its full-service capabilities to a national and international arena, and will poise Dedicated for accelerated growth as a supplier of fully refurbished, system-tested parts and equipment.

The merger will also impact the European imaging marketplace.

Dedicated will stay at its location near Nashville, Tennessee. AIS will remain in Pompano Beach, Florida. •

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showcase

COMPANY SHOWCASE Richardson Healthcare

R

ichardson Healthcare is a manufacturer of replacement CT tubes, and a leading provider of CT parts and service training. This year at RSNA, Richardson will be showcasing the ALTA750™, the P3 program, and certified equipment solutions.

“Our model is designed to lower maintenance costs for healthcare providers in the service of CT and other advanced imaging modalities,” said Richardson Healthcare Executive Vice President and General Manager Pat Fitzgerald.

Fitzgerald shared more about Richardson Healthcare in an exclusive interview with ICE magazine.

Q

an you share a little bit about your company’s history C and how you achieved success?

Fitzgerald: Richardson Healthcare is a division of Richardson Electronics, Ltd. – a leading global provider of engineered solutions. For over 70 years, we have been an industry-leading provider of power grid and microwave tubes. On that foundation, Richardson Electronics launched its Richardson Healthcare division in 2014 and acquired International Medical Equipment and Services (IMES) soon after.

Q

hat are some advantages that your company has over W the competition?

Fitzgerald: Richardson has made an incredibly significant investment in engineering and manufacturing capabilities that set us apart. So far, we’ve introduced the ALTA750, a form-fit-function replacement tube for Toshiba/Canon Aquilion CT platforms, giving service providers an alternative to the OEM. But the tube represents only one of several ways we support our customers. Our replacement parts are tested with proprietary QA3 protocols, created from our team’s unique, deep expertise in Toshiba/Canon and Philips CT. This QA3 certification has really resonated with our customers as 18

ICEMAGAZINE | NOVEMBER 2018

the most reliable replacement parts available in our market.

That same technical talent has created our service training program, as well. Engineers come to our facility for two weeks and get to learn from OEM-veteran instructors and get hands-on experience in our CT bays. From there, they know they can call on us for 24/7 support, whether it’s a troubleshooting an issue in the field or a part they need on site.

PAT FITZGERALD

Q

an you explain your company’s core competencies and C unique selling points?

Fitzgerald: Richardson manufactures high-end replacement CT tubes. Together with the legacy of IMES as a reliable parts and training leader for Toshiba/Canon CT, service providers can maintain these systems at a fraction of the OEM cost.

Q

hat product are you most excited about right now?

W Fitzgerald: The ALTA750 is our new CT tube launched in June. It is a direct replacement tube for the Toshiba CXB-750D tube, which is used in many of the most popular Toshiba/Canon Aquilion CT systems.

Q

What is on the horizon for your company?

Fitzgerald: Richardson Healthcare has recently expanded our footprint to supply CT tubes, replacement parts and training for service organizations in Europe. The European imaging service market is rapidly growing, and we know our support model can ADVANCING THE IMAGING PROFESSIONAL

showcase

SPECIAL ADVERTISING SECTION

Q

contribute to its development. This local source has been great news for regional providers in Europe and the surrounding areas. Other geographic expansions are planned, along with new products to complement the ALTA750 replacement CT tube.

Q

an you share a time that RichardC son Healthcare “saved the day” for a customer?

Fitzgerald: We have many IDNs and ISOs who rely on our 24/7 technical support and parts hotline. Although we are indeed a parts provider, we’re most proud of the times when our technical support team has helped an engineer with troubleshooting – or asked follow-up questions to a simple parts request – and has actually helped get the CT system back up WWW.IMAGINGIGLOO.COM

and running without any parts needed; a no-cost resolution. That’s when you know you are providing true value. It’s a win for patient-flow, and it makes the field engineer look like a hero.

Q

Can you describe the company’s facility?

Fitzgerald: Richardson Electronics has a 265,000-square-foot facility in LaFox, Illinois, which houses our healthcare tube manufacturing center. Richardson’s IMES division is located in Ft. Mill, South Carolina, and is the leading supplier of hands-on service training and QA3 replacement parts for Toshiba/ Canon CT systems. Our European facility in Amsterdam is based on the IMES model with testing and training CT bays, ready-to-ship replacement parts and 24/7 customer support.

What is most important to you about the way you do business?

Fitzgerald: Richardson Healthcare is making alternative service a better choice for healthcare providers. We believe that our high-quality CT tubes, replacement parts, service training and technical support can help strengthen your team and lower your service costs. We’ve backed up that belief with investments in manufacturing, training resources and a global presence.

Q

What else do you want ICE readers to know about your company?

Fitzgerald: The best way to gain full access to the power of our investments – as well our expert support, unmatched quality and expanding product lines – is through the P3: Preferred Parts Partnership. We offer guaranteed parts and tube coverage at a fixed cost, helping manage risk for your service organization. RSNA gives us a great opportunity to discuss this program in detail. Be sure to stop by Booth 7330 at RSNA to learn more about the ALTA750 and P3! ICE For more information about Richardson Healthcare, visit rellhealthcare.com.

ICEMAGAZINE

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news

WEBINAR WEDNESDAY Imaging Pros Value Free Sessions

A

recent Rigel-sponsored presentation “ESU Performance Testing Utilizing the ERBE-USA VIO 300D” was a hit with Webinar Wednesday attendees. Those attending the live presentation were eligible for 1 CE credit from the ACI. In the webinar, Jack Barrett, national business development manager at Rigel Medical, reviewed test criteria and standard process for various ESU performance verifications including power output, return electrode and HF leakage. He also performed an actual demonstration of tests utilizing video clips.

The webinar drew a crowd with 334 attendees who gave the presentation high marks with a 4.1 rating on a 5-point scale.

Attendees shared positive comments in a post-webinar survey regarding the webinar.

“I believe the information presented provided a learning opportunity for my team and will benefit the organization by reducing service associated expenses,” said A. Constantine, director of clinical engineering.

“My first experience with the Webinar Wednesday involved the process of ESU analysis with Rigel. The instructor Jack Barrett was well prepared and informative, along with the moderator, which kept the webinar moving at the right pace for everyone’s work day while making the presentation easy to understand,” said M. Stone, biomed technician.

“Great webinar, very informative. Can’t wait to get my Uniterm tester and use it,” said L. Elvir, biomed technician.

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ICEMAGAZINE | NOVEMBER 2018

“We currently have several ERBE ESU devices. This webinar has helped with verifying data and output results. It is great to have experienced and knowledgeable webinar hosts giving the webinars. This webinar was detailed and allows me to build on my knowledge of ERBE and other devices,” said H. Martin, clinical engineer.

“This was my first Webinar Wednesday but certainly won’t be my last. Great stuff,” said D. Uptain, biomed technician.

A recent Nuvolo-sponsored webinar “Automating Your Parts and Inventory for Medical Devices” was a hit with HTM professionals around the world. Nuvolo is a modern, cloudbased EAM platform that meets a high standards for ease of use, performance and online

Attendees were able to learn valuable information, including how to reduce spend by automating the purchasing of parts and inventory. He also shared how to save time by automating the documentation of parts and inventory that are used in the field. Goltz also explained how to increase accuracy by having a real-time reflection of inventory and parts on hand.

The webinar received high marks from attendees in a post-webinar survey.

“This appears to be a godsend to clinical engineering. This is what we’ve been needing for years to efficiently manage medical equipment,” said M. Pritchett, biomed technician.

“This was another great webinar that helped provide key information for us in the

“ This was my first Webinar Wednesday but certainly won’t be my last.”

D. Uptain, biomed technician and offline mobility capability for managing clinical equipment for health care providers.

Those attending the live presentation were eligible for 1 CE credit from the ACI. The webinar featured Peter Goltz, senior solution consultant at Nuvolo. He showed attendees how clinical engineers are reducing their spend and saving time by automating the life cycle management of parts and inventory, starting from purchasing through decommissioning.

field,” said J. Ruiz, technology manager.

“Presenter communicated clearly and the presentation display was intuitive, uncluttered and well designed overall,” said M. Walker, biomedical equipment specialist.

“It was interesting to learn the value of some of the tabs in our CMMS that we have not been fully utilizing as well as how the inventory information can be used,” said C. Davis-Ryan, CBET. ADVANCING THE IMAGING PROFESSIONAL

Quantica–Monit A special thank you to the companies that sponsored this month’s webinars.

MRI/CT Remote monitoring and diagnostics • 24 x 7 remote monitoring • SMS, email alerts during critical conditions

Cybersecurity continues to be a topic of conversation throughout the HTM world.

The Webinar Wednesday session “Future of Medical Device Cyber-Security Management” sponsored by Asimily focused on this hot topic. The 274 attendees who participated in the live presentation were eligible to receive 1 CE credit from the ACI. In the webinar, Asimily co-founder and CEO Shankar Somasundaram provided an understanding of how one should approach medical device cybersecurity, the different aspects one should look for and how one should approach the issue of patching.

The webinar was popular with attendees who provided positive comments via a post-webinar survey.

“There was a lot of great information presented in a small window of time. Because it was recorded, I will be able to listen to it again so I can capture some of the information I missed. Device integration has become a focal point for my career at this time and this webinar on cybersecurity has given me a better perspective on the importance of really knowing more information about the equipment other than its purpose and if it is working within the parameters as set by the manufacturer,” Biomedical Equipment Technician A. Hale said.

“This webinar was very informational and opened my eyes to new aspects of the patching/mitigation process for medical equipment. It helped me understand the WWW.IMAGINGIGLOO.COM

relationship between IT and biomed roles in solving pertinent issues,” Biomedical Equipment Specialist S. Orfano said.

The webinar series also continues to receive positive feedback from attendees.

“The webinars are a great asset as I work for a nonprofit and our educational budget is minimal,” Biomed R. Greer said.

“Great educational series, always enjoy content, always relevant. Thanks for providing everyone with the access for free.

Great idea to do this for the industry,” said Senior Biomed J. Harwood.

“Webinar Wednesday sessions are always informative and applicable. It is a great way to keep your pulse on the healthcare technology industry,” said Biomedical Engineering Manager L. Richards.

“The Wednesday Webinar is a must for any new and growing biomed or the established senior biomed trying to keep his skills sharp. All the ranges of information is covered and they are also open for any new topic that your biomedical team might want to tackle. So keep your team sharp and attend the Webinar Wednesday series,” Biomedical Repair Technician W. Wade said.

“It is truly beneficial to attend the webinars. It keeps you apprised of the industry trends and standards while earning CEUs essential to maintain various certifications,” said D. Pandya, senior biomed. ICE

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For more information visit webinarwednesday.live ICEMAGAZINE

23

PEOPLE ON THE MOVE

By Matt Skoufalos

1

Joerns Healthcare of Charlotte, North Carolina has named David Johnson its CEO, succeeding interim CEO and chairman of the board Terry Sutter.

as senior vice president and CEO of the Henry Ford Health System south market. Davis replaces the hospital’s outgoing CEO, John Popovich, Jr., M.D., who retired earlier in 2018.

2

8

Pursuit Vascular of Maple Grove, Minnesota has added Greg Walpole as vice president of sales. Walpole was most recently sales manager of Ecomed Solutions, and previously led sales for the Renal Products division of ICU Medical until 2014.

3

Capital Health Medical Center of Pennington, New Jersey has added Cataldo Doria as the medical director of its Hopewell, New Jersey-based Capital Health Cancer Center.

4

Emids of Nashville, Tennessee named Tim McMullen its president and Dan Critchley as vice president.

McMullen, who replaces the retiring Tom Niehaus, most recently was a member of the global healthcare leadership team for Texas-based NTT Data Service.

5

Astellas of Northbrook, Illinois promoted Geoff Towle to vice president of oncology marketing; he was formerly senior director of oncology marketing, and served in a variety of positions at Abbott Laboratories Inc. He holds an MBA from the University of Michigan.

6

GNS Healthcare of Cambridge, Massachusetts appointed Ziad Obermeyer, associate professor of health policy and management at the UC Berkeley School of Public Health, to its strategic advisory board. Obermeyer is an emergency physician and researcher who earned his MD at Harvard, completed his clinical residency in emergency medicine at the Brigham & Women’s, Massachusetts General, and Boston Children’s Hospitals, and holds and a master’s degree in philosophy from Cambridge University.

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Richard “Chip” Davis has been named CEO of the Detroit, Michigan-based Henry Ford Hospital, as well

ICEMAGAZINE | NOVEMBER 2018

Cross Country Healthcare Inc. will lose president, CEO and director William J. Grubbs to retirement after six years in the roles. Grubbs plans to step down when his contract expires at the end of March 2019, but may leave earlier if his replacement is found sooner, and will assist in the search for his replacement.

9

The Phoenix Children’s Heart Center of Phoenix, Arizona, has named Wayne J. Franklin its center co-director, director of the adult congenital heart disease program, and chair of adult medicine.

10

Varian of Palo Alto, California has added Vanderbilt University Medical Center (VUMC) president and CEO chief executive officer Jeffrey R. Balser, MD, PhD to its board of directors, effective October 1, 2018.

11

USMD Hospital at Fort Worth has named Kathy Early its CEO and chief nursing officer (CNO), roles she has held on an interim basis at the hospital since June 2018. Early brings nearly 30 years of health care experience to the roles, and has been with USMD since 2003.

12

Broward Health Medical Center of Fort Lauderdale, Florida has named Jonathan R. Turton its CEO. Turton most recently was CEO at Baptist Medical Center in San Antonio, Texas, where he has also been COO.

13

HCA Healthcare has promoted Sam Hazen to CEO, succeeding the retiring R. Milton Johnson, and a member of its board of directors. Hazen has been with the company for 36 years as its COO and former president and CFO of its Western

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Group. Johnson will chair the board through its 2019 annual shareholder meeting, at which point he will be succeeded in that role by Thomas F. Frist III, son of HCA Healthcare founder Thomas Frist Jr.

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The Joint Commission of Oakbrook Terrace, Illinois has named 13-year veteran Chad Larson its executive director of hospital business development, and Lisa DiBlasi Moorehead, as associate nurse executive.

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Huntington Hospital of Pasadena, California has named Todd Dietrick medical director of its joint replacement program at Huntington Hospital. Dietrick has been practicing orthopedics as an attending surgeon at Huntington Hospital since 2004, and has previously chaired its orthopedic quality committee, total joint program and orthopedic section.

16

Bon Secours Health System and Mercy Health have merged. John M. Starcher Jr. was named president-CEO and Brian Smith was named COO. Additionals leadership roles were filled as follows: • Wael Haidar is chief clinical officer; • Debbie Bloomfield is CFO; • David Cannady is chief strategy officer; • Mark Nantz is chief administrative officer; • Jeff Oak is chief enterprise risk officer; • Michael Bexney is chief legal officer; • Sam Ross is chief community health officer; • Anne Lutz is chief sponsorship and mission officer; • Joe Gage is chief human resources officer; • Sandra Mackey is chief marketing officer; • Andrea Mazzoccoli is chief nursing officer; • Thom Morris is chief sponsorship and theology officer; and • Fr. Joseph Cardone is chief mission officer.

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people

By K. Richard Douglas

PROFESSIONAL SPOTLIGHT Christopher “Chris” Bryant, CBET Imaging Specialist and Coast Guard Senior Chief

I

n 2010, a first-of-its-kind partnership between the Department of Defense (DoD) and the U.S. Department of Veterans Affairs established the Captain James A. Lovell Federal Health Care Center (FHCC). This came about when the North Chicago VA Medical Center (VAMC) and the former Naval Health Clinic Great Lakes (NHCGL) merged resources and services.

The health care center provides services to several groups, but is uniquely able to also provide services to the many Navy recruits who pass through the Naval Station Great Lakes. Veterans in Northern Illinois and Southern Wisconsin receive medical care through the center’s campuses and outpatient clinics.

With the center’s large patient population, there is ample need for diagnostic imaging. The advanced imaging equipment requires well-trained imaging service specialists. One of those is Christopher ”Chris” Bryant, CBET. Bryant didn’t go directly into imaging when he left the Navy, but after getting experience in the health care environment, he ended up there.

“I got sent to the naval hospital when I was getting out of the Navy – and they billeted me in the biomed shop to clean the floors and help with minor tasks, as temporary duty,” he remembers.

“Turns out, the biomed guys had a great job and it got me interested in the career.

The supervisor recommended that I get a degree, to compete for biomed jobs more competitively,” Bryant says.

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ICEMAGAZINE | NOVEMBER 2018

So, that’s what he did. He went to DeVry and got a degree in computer and electronics sciences. He also received specialized imaging training.

“First DeVry for the degree(s) and then DITEC for the imaging-specific training,” Bryant says.

“Back in 2007, when the BAW (Biomedical Association of Wisconsin) was hosting a conference in Green Bay, they offered ultrasound training through DITEC at the conference. That got my appetite whetted for imaging and then I started going through the levels of DITEC in Solon in the following years,” he says.

“Oh; and I may be the last person to get the imaging specialist certificate issued by Kensington Penn State and DITEC – before they closed the school down,” Bryant adds.

He says that he married that to the medical training he received in the Navy and got hired as an electronic mechanic with his current employer, then called North Chicago VA Medical Center.

“They tasked me with A/V and security systems and as soon as a biomed spot opened up, I jumped in to lab and then surgery and pulmonary, and then when an imaging spot opened up, I jumped on that.

I’ve been at the same facility ever since,” Bryant says.

“So, [I] started as an electronic mechanic; working on beds, security systems, and A/V support and install. Then, transitioned to biomed in about a year when a position opened up. Worked pretty much every department in the hospital, including the

dental clinic, which is part of the facility.

Then, after completing the CBET certification and the DITEC training, I worked under one of the imaging techs until a spot opened up and do most all of the imaging modalities, but specialize in nuclear medicine,” Bryant adds.

On the military side, he joined in 1992 and went to boot camp in Orlando in 1993 and transferred to the Navy Reserves in 1998 and then the Coast Guard in 2003.

“Currently I’m the Command Senior Chief of Sector Lake Michigan for the Reserve Program,” Bryant says.

“There was a tangible result from our efforts.

The members and their families’ quality of life was positively affected by our direct actions” -CHRIS BRYANT, CBET

Special Projects and Time Away from Work Bryant’s skill set also serves the Coast Guard while he continues to focus on instituting best practices at work.

He says that he was sent down to Puerto Rico this year by the Coast Guard for the purpose of rebuilding a clinic for the air station.

ADVANCING THE IMAGING PROFESSIONAL

people

Favorite part of being an imaging professional?

“Making an impact in the quality of people’s lives. Being part of something that I can be proud of that supports military families. Its specific to the facility that I work at with the unique mission.”

GET TO KNOW THE PRO Favorite book Anything by Terry Pratchett Favorite movie “Circle of Iron”

“One of the proudest things that I got to be a part of – firstly being able to actually get my hands dirty – they don’t let old guys like me do that too much,” Bryant jokes.

“We pulled 10,000 feet of fiber optic cable and 3,000 feet of copper cable to completely rewire the spaces for patient care.

Secondly, there was a tangible result from our efforts. The members and their families’ quality of life was positively affected by our direct actions,” he adds.

Bryant says one of his biggest ongoing challenges is the merging of the VA and the Navy at the FHCC. “It’s a challenge when two huge government entities have to work together for a unified outcome when both departments have different SOP’s and methods of doing business. We are taking care of patients in the entire military spectrum; from boot camp recruits to military dependents, to the veterans. It’s a very unique situation and we are constantly learning from it and having to find the WWW.IMAGINGIGLOO.COM

best practice. It’s not just one or the other side of the house, per say. We make it work, because we’re dedicated to taking care of our military family,” Bryant says.

Does Bryant have any hobbies?

“Do kids count as a hobby? The little guys take up most of the free time, but I do like to run (although the military requires it),” he says.

“I suppose table top miniature painting counts – my oldest son is into tabletop wargaming and we spend quality time together painting up his army,” Bryant says.

Also, away from work, he is a member of the education committee and the conference committee for the Clinical Engineering Association of Illinois and the Chapter Dad for the Lakes Chapter of Illinois DeMolay.

Imaging service has a dedicated specialist at the Captain James A. Lovell Federal Health Care Center in Bryant. And, the military continues to have an experienced Command Senior Chief. ICE

Favorite food Chocolate covered candied ginger. It’s such a treat since it’s so hard to find.

Hidden talent Certified Fiber Optic Cable Splicer What’s on my bench?

• My rubber name stamp. It makes things official and efficient! Plus my handwriting is pretty unintelligible.

• A small Lionel train keychain from my grandfather. He was a big railfan, and it reminds me to treat all the old folks here at the facility like my grandfather (who was a patient here and a WWII and Korea veteran).

• The PM list for the month • The Coast Guard Advancement study guide – the test is coming up in a couple months.

• Huge stack of business cards

ICEMAGAZINE

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people

DEPARTMENT SPOTLIGHT University Health System Radiology Department

B

exar County, in the south-central part of Texas, surrounds the city of San Antonio with Houston to the east and Mexico to the west. It is the fourth largest county in the state with a population approaching two million. Among the famous sites tourists flock to on a daily basis are the Alamo and the San Antonio Riverwalk.

One of the largest employers in the county is University Health System with more than 7,000 employees. The health system provides a broad array of health services through University Hospital, the Robert B. Green Campus, Medical Center Pavilion and numerous other facilities in and around the San Antonio area.

University Hospital is a Level 1 trauma center and provides specialized care to a 22-county area.

In 2014, the University Hospital completed a major expansion with the completion of the million-square-foot 10-story Sky Tower. The modern structure is environmentally friendly and offers several green spaces. It uses less energy than other buildings through the use of natural light.

The radiology department for this large health system is comprised of approximate28

ICEMAGAZINE | NOVEMBER 2018

ly 70 technologists, three supervisors, senior technologists and a chief technologist.

“Our department is open 24/7 with three shifts,” says Russell Anthony, quality control radiology supervisor. “I supervise the first shift of usually 17–20 technologists on duty, the second shift uses 10; third shift, seven to eight.” “[The] first shift has all the appointments as well as inpatients and walk-in outpatients and several clinics, a trauma follow-up clinic, patients including fluoroscopy, the operating rooms – we have 40 total OR rooms – two radiology fixed rooms in the trauma clinic, three fixed X-ray rooms in the emergency center along with three portable machines,” Anthony says.

He says that the pediatric emergency room has a fixed X-ray room as well and the area is used for some adult exams when needed. They have additional portable X-ray units outside the Pediatric Cardiac Care Unit for quick response.

“The machine is always there and one outside the Neonatal Intensive Care Unit for the same reason. Then, we have two (Carestream) Revolution portables for plain images for the two floors that are the operating

rooms post-surgery imaging,” Anthony adds.

The department also has portable X-ray machines in use for the Sky Tower inpatient and pediatric intensive care units; each floor has hallways that are 600 feet long covering ICU beds and ACU beds on six floors of the Sky Tower.

“The main area of routines also covers outpatient areas like advanced endoscopy, standard endoscopy, CT holding, bronchoscopy lab, cardiac cath lab and the Transplant Clinic. So, we have two portable X-rays for this and one backup machine in case all other machines are in use; so three total,” Anthony says.

The department has the capability to get static images of patients in wheelchairs and axillary imaging.

“Those special things you just can’t get without having a free imaging system, and to keep all things digital, allowing the removal of the old CR systems so our facility is 100 percent digital,” Anthony says.

Other imaging modalities that are used by the department include angiography cardiac cath, CT, MRI, ultrasound and nuclear medicine – which are all on the same floor in the main radiology area.

ADVANCING THE IMAGING PROFESSIONAL

people

By K. Richard Douglas

University Health System Radiology Department

“We grew with digital imaging in mind as the Sky Tower was being built. St. Philips College followed our lead and incorporated digital imaging into their curriculum as we did.”

-RUSSEL ANTHONY, QUALITY

CONTROL RADIOLOGY SUPERVISOR

Training Future Radiology Technologists With all of the imaging routines performed, the department still goes above and beyond in its role as a training center.

“We are a training hospital attached to the University of Texas Health Science Center in San Antonio, so we train doctors, nurses PAs, also doing research, as well as the CTRC, (Cancer Therapy Research Center), the MARC (Medical Arts and Research WWW.IMAGINGIGLOO.COM

Center). We train radiologic technologists students as well, we are the main facility that St. Philips College radiology program students attend.

Anthony says that they are leaders in digital imaging for their part of the state.

“We grew with digital imaging in mind as the Sky Tower was being built. St. Philips College followed our lead and incorporated digital imaging into their curriculum as we did,” he says.

He says that most training is hands on.

“We have a yearly seminar that our technologists attend; the Annual Technologists Education Seminar, presented by the University Radiologic Technologists Group, where we bring in top doctors to provide us with the latest imaging requirements and usage as well as the improvements and advances in the technologies we now use on a regular basis,” Anthony says. The department helps problem solve by offering insightful ideas about the strategic locating of equipment.

“Our groups will discuss the machinery to be placed in certain areas of the hospital for the best and fastest response to patients [who] need X-ray exams such

as the NICU and the PICU areas for children where we station portable machines so the technologists do not have to hunt for machines when exams are needed,” Anthony says.

To recognize the good work the department’s technologists have been doing, a project began to focus on those accomplishments.

“We did have a group project for employee recognition where a group would look at the technologists individually to determine what accomplishments they have done over the past year and recognize them for their outstanding work or contributions they brought to the department or the team on each shift,” Anthony says.

“Then, offer some compensation like an award or a small gift, to show our appreciation for the efforts made for that employee, who goes above and beyond with their contribution.”

For those patients in south-central Texas who are rushed to the hospital in an emergency, or those who simply need diagnostic imaging, the radiology professionals at University Health System are always ready with the latest technology. ICE ICEMAGAZINE

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PRODUCT SPOTLIGHT CT Market Headed Higher

C

omputed tomography (CT) is an imaging process that uses special equipment to create detailed scans. It is widely used to detect small abnormalities, diagnose circulatory system diseases and conditions, blood vessel aneurysm, blood clots, kidney stones, head injuries, internal bleeding and detect abnormal growth of cancer cells.

The global computed tomography market is driven by factors including an increase in cardiovascular diseases, orthopedic disorders and cancer, according to Future Market Insights. An increasing global geriatric population, technological advances and growing public awareness regarding health care are also factors driving the market.

“The global computed tomography market is expected to register a double digit Compound Annual Growth Rate (CAGR) for the forecast period,” according to Future Market Insights.

ReportsnReports.com also predicts growth.

The computed tomography systems market had revenues of $4.3 billion in 2016 across 39 major markets, ReportsnReports.com states.

By the end of the forecast period in 2023, the global CT systems market will exceed $12 billion, with a CAGR of 18.2 percent, according to ReportsnReports.com.

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Global Market Insights echoes the call for growth in the CT market.

“CT scanner market size was valued over $4.7 billion in 2016 and is expected to witness more than 5 percent CAGR from 2017 to 2024,” Global Market Insights reports.

“Increasing prevalence of chronic diseases across the globe will serve to be a

“The global computed tomography market is expected to register a double digit Compound Annual Growth Rate (CAGR) for the forecast period.”

-FUTURE MARKET INSIGHTS high impact rendering factor for CT scanner market growth. Chronic diseases such as cardiovascular diseases and cancer are difficult to manage and cause a significant cost burden on the health care sector. Key to better management of these diseases is accurate diagnosis of conditions in early stages. As CT scanner allows the early and accurate diagnosis of several chronic dis-

eases, its demand is forecasted to increase with the rising prevalence of chronic diseases,” according to Global Market Insights.

“CT scan is a long-established imaging technique that has witnessed ample modifications and improvements over the past few decades,” Global Market Insights adds.

“Technological advancements have reduced the dose of radiation without hampering the quality of image. Such technological advancements coupled with the procedural benefits of CT scan over other imaging modalities, such as MRI and X-ray, will stimulate its demand over forthcoming years.”

However, Global Market Insights does see some challenges for the CT market.

A CT scanner is cost-intensive capital equipment and its high cost is forecasted to hamper affordability, particularly in developing and underdeveloped regions. Moreover, refurbished and used CT equipment is available at significant lower cost compared to brand new equipment. Availability of such equipment will restrain industry growth to some extent, according to its forecast.

Some leaders in the CT market are Accuray, Canon Medical Systems Corp.

(Toshiba Corp.), Carestream, CurveBeam, GE Healthcare, Hitachi Medical Corp., Koning Corp., Koninklijke Philips, Medtronic and Siemens Healthineers. ICE ICEMAGAZINE

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Canon Medical Aquilion Prime SP CT The Aquilion Prime SP CT system offers health care providers complete clinical capability, with advanced imaging technology from Canon Medical’s high-end CT systems to provide the right balance between image quality and lower dose for every patient from pediatric to bariatric. The system can generate 160 unique slices per rotation* with 0.35-second scanning, helping reduce time required to diagnosis. The system also features a 78-cm aperture gantry and a 660-pound patient-weight-capacity couch, making it an ideal solution for use in emergency scanning or bariatric patient studies. An optimized beam spectrum and a more efficient detector based on PUREViSION Optics provides the Aquilion Prime SP with reduced dose by up to 31 percent and improved LCD for the body (22 percent) and brain (19 percent). The system can help improve workflow with 3 phase Variable Helical Pitch (vHP3), which easily combines gated and non-gated optimized SUREExposure and Helical Pitch settings all within a single helical scan. • *With coneXact

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CARESTREAM OnSight 3D Extremity System The CARESTREAM OnSight 3D Extremity System uses cone-beam computed tomography (CBCT) technology to capture 2D or 3D cross-sectional images of bone or soft tissue in upper and lower extremities. Its design and performance features provide superb image quality, plus greater patient comfort and convenience. •

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GE Healthcare Revolution Frontier New to GE’s Revolution family of CT scanners, the Revolution Frontier enables effortless, effective diagnoses and provides easy access to advanced clinical applications to allow the clinician to quickly and simply customize the scan to the needs of the patient. The system includes an optimized imaging chain for faster and higher quality processing, and GE’s ASiR-V next-generation iterative reconstruction to provide superior image quality. With Revolution Frontier, GSI Pro takes spectral imaging to the next level through 2x faster reconstruction. Scans using GSI Pro can deliver tissue characterization, contrast dose reduction, metal artifact reduction and quantitative information about chemical composition, providing an unmatched spectral capability across the full field of view. •

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Philips IQon Elite Spectral CT The latest configuration of the world’s first spectral detector-based CT scanner, Philips IQon Elite, advances the capabilities of its predecessor through a series of benefits that support the needs of emergency, trauma and oncology care. Improved visualization and faster reconstruction speeds help enhance diagnostic certainty while enabling health care facilities to expand patient volumes. An all-new radiation therapy planning couch and bariatric table top allow for greater positioning controls while scanning larger patients, providing greater clinical breadth. Available globally, IQon Elite is the first and only spectral solution providing layers of spectral data, without compromise, to deliver confident decision making. •

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Siemens Healthineers SOMATOM go.Top The new SOMATOM go.Top computed tomography (CT) system from Siemens Healthineers expands the SOMATOM go. CT platform’s concept of patient-centric mobile workflow – which is controlled via tablet and remote – into advanced clinical fields and applications, including cardiology, CT-guided intervention, and dual energy spectral imaging. In addition to a 0.33-second rotation time, Stellar detector technology, and a robust 75 kW generator, the 128-slice system has a large detector with an acquisition speed of up to 175 mm in one second as well as an automated workflow. The SOMATOM go.Top can deliver new levels of radiation dose personalization due to its high power and low kV scanning mode, along with automated tools that remove the guesswork in low-dose CT imaging. And with the system’s mobile, tablet-based workflow and the capability to offload manual reconstruction tasks, technologists can spend more time focused on the patient. •

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ICEMAGAZINE | NOVEMBER 2018

ADVANCING THE IMAGING PROFESSIONAL

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OEM: OEM:

A SERVICE

PARTNER

by Matt Skoufalos

Historically, the relationship between in-house hospital equipment teams and the

manufacturers of the medical devices they service hasn ’t always been a smooth one...

mid the vertical integration of parts, sales, and service providers, and greater consolidation in the hospital space, both ends of the customer relationship have tightened in the past ders cade-plus. Over time, original equipment manufacture to ceded share (OEMs) have moved to recapture market hin third-party providers as hospitals, operating at razor-t ainuncert and margins amid shrinking reimbursement rates ty in the insurance space, clench every penny. e, Amid this tension are the people who procure, operat ens patient that maintain and repair the medical equipment with counter in the course of treatment. They’re the ones tasked l clinica ing achiev keeping devices online, keeping patients safe, ss. busine of flow goals and mitigating snags that interrupt the comTo do all that requires a delicate negotiation of multiple, g jugglin while peting interests at high organizational levels ent equipm from simultaneously the impact of external forces vendors and the market pressures that motivate it all.

For years, those circumstances have more than occaas sionally placed vendors at odds with their customers, sing purcha a of each tries to carve out more favorable terms m or service agreement. But must these deals be a zero-su unand ces game? In a world of diminishing financial resour diminished needs, both parties should be looking to move said beyond the dichotomy of friend-or-foe relationships, manlogy techno Chris Nowak, senior director of healthcare agement for Universal Health Services Inc. To Nowak, what ought to be a mutually beneficial arwho rangement between customers and the manufacturers fiby icated retail and service their products has been compl g workin the nancial and management pressures that distort of altar the at relationship between the parties. “Worship[ing] to ‘bean counting’ versus relationship development” is largely

A A

blame, in his eyes. a “It is important for any business relationship to have Nowak d,” involve s zation win-win component for the organi think said. “Unfortunately, I hear from some of my peers that service ers, suppli parts OEMs, the business relationship with how providers and even the clinical staff is a contest to see attiThis party. other the from much they can get away with .” tude is certainly disappointing At the core of the relationship ought to be the “non-negobest tiable, mutual interest” of both parties in doing what’s To d. involve es faciliti the at for patients who will receive care ount tantam is ence experi t Nowak, “patient safety and patien to a successful relationship with me and my program.”

“As long as each of us in the relationship have those pasful,” tient goals in mind, then typically we are both succes ny compa my and profit, makes Nowak said. “The company wins!” t patien the and too), , saves money (we make money Even not-for-profit health care providers share similar in goals: make enough to sustain their operations; invest a e provid and ent; equipm and talent development, facilities evends, those e achiev To ts. high level of service for patien eryone involved in the process must contribute to the develfor opment of those relationships, cultivating opportunities at come that side one for gains mutual successes, rather than the expense of those on the other.

“The ultimate ‘winner’ of a win-win relationship between t,” the OEM and hospital/patient care provider is the patien bed to puts nship relatio n Nowak said. “Getting to the win-wi ” those notions of the ‘Age of Me’ and yields to the ‘Era of We.’ enl clinica of r directo al To Rick Walston, the region best gineering for Adventist Health, OEMs “can be your aptheir upon ding depen ” friend or your worst enemy proach to that relationship.

“As long as

each of us in the

relationship have those patient

goals in mind, then typically we are

both successful,” Nowak said.

Chris Nowak

rick walston

Aaron Goryl 42

ICEMAGAZINE | NOVEMBER 2018

“Some of them are very good at working with you, and some of them are very good at getting in your way,” Walston said. “I’m not sure why they decide to be one way or the other, and it seems to change. The companies that wouldn’t work with you in the past will work with you now, and vice-versa.”

Certain manufacturers Walston encounters “consistently will not work with us,” he said, whereas others “have figured out that partnering with an in-house department can be beneficial to both parties.”

“If they provide us with training and access to technical resources, we have the desire to take on these kinds of repairs for ourselves,” Walston said. “We can do it quickly and cheaply, and then don’t have to have as many people on staff.”

To Walston, vendor flexibility in accessing technical training, diagnostic software and technical publications is what matters most to his department. Those resources “let us be self-sufficient,” a top priority for his department, “and provide us the support when we can’t do it ourselves.”

“Those vendors are our best friends,” Walston said.

Vendors who are less friendly, in his eyes, include those who “won’t give you the same training as their techs, won’t give you technical publications, and go so far as to charge you for technical support on the phone,” Walston said. “We as biomeds won’t recommend their equipment for purchase.”

Access to technical training, diagnostic software, and supporting documents enables the success of in-house teams, Walston said. He describes those agreements as “empowering” to the health system, but also to the OEMs themselves, as they allow manufacturers to reduce their service workforce or limit the scope and nature of their customer engagement.

“They just help us with the tools we need to do the job,” he said.

Without the closer interaction of a supportive vendor partner, hospital customers like Walston’s and Nowak’s employers are bound by the strictures of agreements that are more difficult to work within. It can mean the difference between being able to address problems in-house or needing to reach out to OEMs at “exorbitantly high labor rate[s],” sometimes even for remote technical and diagnostic support. If a vendor charges restocking fees, those costs can be compounded when misdiagnosed problems lead to the wrong parts being

ordered. “Hero kits,” which contain a variety of replacement parts, of which only one or a few may be needed to solve a specific problem, are a potential opportunity on this front – but again, Walston said, vendor agreements are highly variable.

“Restocking fees can be significant,” he said. “If you’re purchasing a $250,000 CT tube, it might be 20 percent. The companies that will work with you will help you diagnose [the problem]; those that don’t, you’re on your own.”

For circumstances in which the terms of the deals aren’t so favorable to the in-house team, Walston said purchasers will rely heavily on third-party parts, sales and service providers, which puts more pressure on the OEM. “I know in one case that [the OEM] found out we should have been buying more parts from them, but we’d been buying from a third party,” he said. “They came and gave us a deeper discount on parts to try to win back that business from the third party. It depends on the amount of discount and what other options we have.”

Conversely, Walston said, manufacturers that discover they’re competing with other providers as part of a multi-vendor service agreement might double down on demands at the negotiating table. Some even view in-house tech teams as competition, which Walston said is even more challenging to handle, and can result in difficulties securing training and documentation. About the only remaining opportunity for departments looking to lock down the terms of a mutually beneficial agreement is at the time of equipment purchase.

“We have a voice at the table when it comes to recommending which equipment to buy, and we always recommend the companies who will work with us,” Walston said. “But we are just one part of the decision. We don’t hold all the power.”

If clinicians want a certain device for its technical functions, “they’ll buy that, and we’ll figure out how to support it,” he said.

But those types of purchases don’t always return the best terms based on total cost of ownership (TCO), which includes variables like service costs, technical documents and replacement parts.

“At the end of the day, all factors have to be weighed in, and clinical needs outweigh TCO sometimes,” Walston said. “If that device stays in your hospital 20 years, you’ve got an even higher cost of ownership.”

One of the only other points of leverADVANCING THE IMAGING PROFESSIONAL

age that some multi-hospital systems may solution,” Hearn said. “If a customer wants vice, we always believe that if you underhave is group purchasing negotiations. to take on more risk and reduce cost, we stand your customers’ needs, you deliver With the opportunity of selling (and servic- can accommodate that with a different the service they need. That means you also ing) more devices, OEMs may offer more fa- service agreement.” have to look into the future and see what vorable pricing and maintenance terms for Hearn also said that Canon Medical innovations are there to supply to the custhose customers willing to embrace brand has espoused a service and support per- tomer to make that relationship easier.” alignment, Walston said. spective with a “100-percent guarantee” “What can we do to ease that relationship “Our corporation likes to sign exclusive for customer application training and sup- and work with our customers in a more effecdeals with preferred vendors of certain de- port. The company seeks to distinguish it- tive way but still make them feel valued and vices,” he said. “So a company that works self from competitors by offering in-house comfortable in this relationship?” she said. “A with us is more likely to be considered as technicians access to training identical to partner is someone who can anticipate your sole-source, which would mean more reve- that which its own technicians receive. needs not only on a daily basis, but also longnue for them on equipment sales.”

“If you enrolled in a performance pro term. I believe that Canon has this personal “But not one vendor has the best option training agreement, you’re going to get touch and this personal commitment to our for every service line, so we have to work with trained, and you’re going to get a facili- customers, and they live it here day by day.” all of them,” he said. “We want a partner, not tator, and if you feel like you need more GE Healthcare, too, has made “signifia vendor; when you take on the cant investments to support inrole of an adversary, you don’t house teams” in the past decade, get your products recommendsaid Aaron Goryl, its general manOur goal is reaching ed for purchase.” ager of healthcare technology the goals of a physician Walston said he and his staff management and on-demand are candid with sales represendevelopment. and medical center tatives as to why and whether These include hiring regional they’ll recommend their equipHealthcare Technology Managetogether to keep ment for purchase; beyond ment (HTM) Development Leadthat instrument up training and parts costs, his top ers, expanding its “parts and conpriority is being able to service cierge” staff, and creating supports and running. Patient the equipment to a high stanspecifically aimed at “the evolving safety is of the utmost dard using in-house tools and needs” of in-house service teams, technicians. When those terms Goryl said. The company is also importance. How can can be met, that’s what he conworking to expand in-house we support it as a true siders “a win-win.” teams’ access to its diagnostic and OEMs haven’t turned a deaf remote-service applications and partner? ear to that kind of customer VR and simulator training. feedback, either. According to “GE Healthcare wants to en-Andrea Hearn Andrea Hearn, service marketable our in-house clients to be ing manager for Canon Medical effective and efficient at working Systems USA, the company has enjoyed “a training, we will come out and supply that on GE Healthcare equipment,” Goryl said. history of having a closeness with our cus- without any charge,” Hearn said.

“Every HTM program, like a fingerprint, is tomers” that, to her, allows the company to “We do hear that sometimes there is unique, which means there is no one-sizeunderstand “their needs, their goals, their some nickel-and-diming going on in the in- fits-all solution. Whether a customer wants relationship to the community.” dustry, particularly in regards to training,” to solve for risk exposure (parts, back-up la“Our goal is reaching the goals of a phy- she said. “We want to stand out because bor) through service-level agreements, or an sician and medical center together to keep this is our philosophy. We want to be their experience that is treated like on-demand that instrument up and running,” Hearn said. partner and provide a solution without service, we can offer that flexibility.”

“Patient safety is of the utmost importance. waving bills in front of them. I don’t think Goryl said GE Healthcare “has been apHow can we support it as a true partner?” you’ll find any OEM as close with parts de- plying significant energy and investment” That shared partnership involves a keen pots and people in the field.” into its in-house technology management anticipation of customer needs, and a To Hearn, some of those “nickel-and- segment in order to provide the kind of sense of shared responsibilities in working dime” philosophies that degrade customer win-win arrangement vendors and their toward the solution that is best for patient relationships, such as restocking fees, “are clients need to work together productively. outcomes, Hearn said. Canon (formerly a symptom of a relationship not working.”

“Our focus is on building an environToshiba) “spares no cost as far as being Repairing those relationships and restor- ment that includes honesty and transparenclose” to its customers, she said; the com- ing trust in such circumstances often in- cy, where intent is to do the right thing, and pany is willing to “provide whatever the volves keeping a weather eye on how they we work together to solve real, root-cause customer needs to lower the service cost.” might evolve in the future. problems,” he said. “Then we have a recipe “For the in-house teams, we have part“This relationship over time is benefi- for success and a model that can evolve to nership agreements with a risk-sharing cial to both [parties],” Hearn said. “In ser- meet new challenges and needs.” ICE

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RSNA 2018

GUIDE TO RSNA Tomorrow’s Radiology Today

L

eadership, education and innovation – for more than a century, these have been the pillars of the Radiological Society of North America (RSNA).

So it’s fitting the society has brought them together in such a powerful way for its 104th Scientific Assembly and Annual Meeting with the theme “Tomorrow’s Radiology Today.”

The Scientific Assembly and Annual Meeting is scheduled for November 25-30 at McCormick Place in Chicago.

RSNA invites radiology professionals to experience the hands-on, cutting-edge technology of artificial intelligence, 3D printing and virtual reality at this year’s event.

Attendees can delve into the latest research and enhance their skills with a course program packed with plenary sessions and over 400 top-level educational courses.

“Tomorrow’s Radiology Today encapsulates RSNA’s commitment to keep you at the forefront of a rapidly changing technological landscape. Explore how radiologists are harnessing advanced technology and techniques in their clinical radiology practices right now to improve patient care and outcomes. By convening the top minds in radiology, RSNA 2018 provides the best educational opportunities anywhere, while also providing valuable insight on where the profession is heading and

46

ICEMAGAZINE | NOVEMBER 2018

what that direction means for you and for patient care,” according to the RSNA. The Scientific Assembly and Annual Meeting is an opportunity for professional growth and leadership. Radiology professionals are invited to: • Enhance skills with a course program packed with plenary sessions and more than 430 top-level educational courses.

• Explore technical exhibit halls, where nearly 700 leading medical technology manufacturers, suppliers and developers converge to demonstrate cutting-edge advancements.

• Delve into the latest research through interaction with breakthrough technologies like artificial intelligence, 3D printing and virtual reality, all rapidly changing how radiology is practiced.

• Network with others equally passionate about the field.

A RSNA brochure lists even more opportunities including one of the meeting’s most popular destinations, the RSNA Technical Exhibit. Halls comprise one of the largest medical exhibitions in the world. Leading manufacturers, suppliers and medical technology developers will demon-

ADVANCING THE IMAGING PROFESSIONAL

RSNA 2018

The 104th RSNA Scientific Assembly and Annual Meeting provides educational opportunities, a popular exhibit hall and more.

strate the latest advancements in medical imaging and discuss the radiology products and services needed to enhance operations and improve patient care. Attendees can explore the latest innovations and take in a presentation in the Machine Learning Showcase, focusing on artificial intelligence, and the 3D Printing and Advanced Visualization Showcase, highlighting emerging radiology tech like virtual reality. See a complete list of exhibitors and Showcase Presentations at Meeting.RSNA.org.

The Learning Center is another popular destination. Attendees can explore more than 2,500 posters on science, education and quality improvement topics. They will find fascinating posters for self-study throughout the week, plus attendees may claim CME after meeting with select abstract authors during 30-minute presentations given over the lunch hour, Sunday through Thursday. Additional CME opportunities are available by successfully completing Cases of the Day and CME Learning Checkpoint activities. Other highlights include a variety of special interest exhibits, the artificial intelligence community, informatics demonstrations and a quantitative image reading room, where everyone can engage in hands-on learning. Learn more at Meeting.RSNA.org.

Attendees can further enhance their RSNA 2018 visit with Virtual Meeting. The Virtual Meeting ensures

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attendees get the most out of their RSNA visit. Add it to the in-person experience, or enjoy from the comfort of home. With Virtual Meeting attendees have access to over 200 live-streamed and on-demand sessions, scientific presentations, education exhibits and Cases of the Day – both during and after RSNA 2018. Virtual Meeting also lets individuals earn CME credit for all sessions viewed live, correct Cases of the Day diagnoses and select on-demand courses. Attendees enjoy access to meeting content through April 30, 2019 and can manage their schedule on their own terms. Visit RSNA.org/Virtual to learn more.

Other activities and options include the RSNA R&E Foundation 5k Fun Run, Bistro RSNA, Discovery Theater, The Connections Center and presentations from The Nordic Countries, Australia and New Zealand as this year’s Country Presents.

So, as a recap, the 104th Scientific Assembly and Annual Meeting has lots to offer with 430-plus educational courses, 1,700 oral science presentations, 2,500 scientific and education posters and nearly 50 showcase presentations in the technical exhibit halls. ICE See the full meeting program at Meeting.RSNA.org.

ICEMAGAZINE

47

RSNA 2018

Q&A WITH DR. RAO T

he RSNA 104th Scientific Assembly and Annual Meeting at McCormick Place in Chicago is the place to be this month.

We caught up with RSNA President Vijay M. Rao, MD, to discuss achievements realized thus far during her tenure, the challenges radiologists face and prognostications for the future.

ICE: What are some of RSNA’s achievements that you are the most proud of as you continue to serve as president?

Rao: I am very proud of RSNA’s enthusiastic support of artificial intelligence (AI) and machine learning (ML) technologies. We have launched a number of initiatives, with still more planned, including an expanded variety of AI offerings at the annual meeting, a pneumonia detection ML challenge, an AI webinar series, and AI Spotlight courses. RSNA’s new journal, Radiology: Artificial Intelligence debuts in 2019. AI/ML are and will continue to be an integral part of research and education at RSNA in the coming years.

I continue to be proud of the spirit of global collaboration that underlies so many RSNA activities. RSNA is a global organization with an expanding membership base in countries around the world.

Global collaboration for the exchange of knowledge has always been an important part of RSNA’s mission. Working with our international colleagues through partnerships, courses, and other initiatives has been extraordinarily beneficial to everyone

48

ICEMAGAZINE | NOVEMBER 2018

involved and has created wonderful educational opportunities for our members.

ICE: Are there any causes that you feel strongly about? What is the status of these causes?

Rao: As President of RSNA, it has been my privilege to emphasize the important role radiology has in transforming health care delivery in the digital age. RSNA has provided a forum for the fostering of ideas that recognize and harness the power of emerging technologies to optimize patient care in this new landscape of value-driven health care.

Championing women in radiology and, particularly, in leadership roles, is another cause I hold dear. I think our field offers a great many opportunities for women. But I remain concerned by the disparity in the number of female medical students who go on to specialize in radiology and to become leaders in their specialty. Women offer a unique perspective and valuable contributions, and it is imperative that they have a place at the table. While great strides have been made over the years, I think there is still more work to be done, and I believe that through mentoring we can make a profound impact.

ICE: What are some of the challenges radiologists are facing now? How can they navigate these obstacles?

Rao: Some of the biggest challenges we face are explosive growth in new technologies, digital imaging and data, coupled

Vijay Rao, MD RSNA President with a radiologist shortage and burnout, and, of course, the need to contain costs.

We navigate these obstacles by facing them head on and turning them into opportunities, utilizing these powerful tools to transform the way we practice. Properly employed, these digital tools will expedite routine processes, allow more precise diagnostic capabilities, and enable radiologists to focus more on value-based aspects of patient care, ensuring their role as essential members of the health care team.

ICE: Can you speak about RSNA’s commitment to foster continuous innovation in patient-focused radiology?

Rao: The RSNA Scientific Assembly and Annual Meeting is the leading forum for radiology innovation. RSNA 2018 will offer a massive technical exhibition, more interactive Diagnosis Live™ sessions and an expanded Virtual Meeting. We will host an abundance of artificial intelligence and machine learning presentations, courses and exhibits for our attendees, including the National Cancer Institute’s Crowds Cure Cancer exhibit, which invites radiologists to annotate clinical images for ML research.

The Machine Learning Showcase will be doubled in size for 2018 to accommodate

ADVANCING THE IMAGING PROFESSIONAL

Still think you can get some mileage out of your “end-of-life” Nuclear Medicine camera?

this burgeoning field. This showcase allows attendees to connect with vendors and see the latest in machine learning and artificial intelligence software and products. This year, the showcase will feature a Machine Learning Theater with daily presentations.

Also in the exhibit halls, we’ll have the 3D Printing & Advanced Visualization Showcase, focusing on the latest research and innovations in 3D printing for medical applications.

These innovations truly embody the meeting theme of “Tomorrow’s Radiology Today.” This phenomenal program and our ongoing initiatives throughout the year demonstrate RSNA’s commitment to innovation in patient-centered radiology.

ICE: Technological advances seem to come faster and faster in every aspect of health care. What have been some of the most amazing technological advances you have seen in radiology since earning your medical degree?

Rao: In radiology, technological advances are happening every day. Certainly, CT, MRI and PET have revolutionized the field of imaging and transformed medical practice. More recently, the advent of precision medicine has given rise to new and astounding technologies.

We’ve only begun to see what AI can do, but already these applications have proven very useful, improving efficiency and freeing up time for radiologists to become more value-focused and patient-centered.

Further, AI applications have the potential to not only benefit education and research in radiology, but also to ease radiolWWW.IMAGINGIGLOO.COM

ogist shortages and improve quantitative capability in diagnostic and therapeutic interventions.

ICE: What advice would you offer radiologists who are entering the field?

Rao: Radiology is an exciting and continuously evolving specialty. As we move toward a value-based practice model, it’s imperative that trainees and young radiologists embrace the key role that patient-centered care will play in radiology’s future.

Toward that goal, RSNA offers a number of learning opportunities in patient-centered practice, including a new curriculum of 13 interactive patient-centered care learning modules for educating trainees in diagnostic radiology, radiation oncology and integrated interventional radiology residencies.

It is also important that all radiologists keep abreast of trends in imaging utilization, cost and quality to identify how imaging influences patient care and how our quality improvement efforts affect outcomes. We should always be looking for ways to add value and help reduce waste in health care.

ICE: Thank you for your time. Is there anything else you would like to share with our readers?

Rao: Yes. To witness firsthand some of the remarkable advances I have been talking about, enjoy an incredible slate of plenary sessions and speakers, and share stories and ideas with your colleagues from around the world, come to RSNA 2018. I look forward to seeing you in Chicago! ICE

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ICEMAGAZINE

49

RSNA 2018

EXHIBIT HALL Be Sure to Visit These Great Exhibitors!

ADVANCED IMAGING SYSTEMS Booth Location: North Level 3 - 6247 3200 NW 27th Ave, Ste 100 Pompano Beach, FL 33069 P: 954-263-3436 www.aisserv.com

BLOCK IMAGING Booth Location: South Level 3 - 3314 1845 Cedar St Holt, MI 48842 P: 517-668-8800 www.blockimaging.com

Tissue Simulation & Phantom Technology

CIRS Booth Location: South Level 3 - 2300 900 Asbury Ave Norfolk, VA 23513 P: 757-855-2765 Ext 302 F: 757-857-0523 www.cirsinc.com

CLOUDPOST NETWORKS Booth Location: South Level 3 - 1255 2445 Augustine Dr, Ste 680 Santa Clara, CA P: 408-832-8505

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ICEMAGAZINE | NOVEMBER 2018

COOL PAIR PLUS Booth Location: South Level 3 - 4042 2812 Corporate Pkwy Algonquin, IL 60102-2564 P: 224-293-6060 F: 224-293-6061

DIRECTMED PARTS & SERVICES LLC Booth Location: South Level 3 - 3704 9401 Waples St, Ste 125 San Diego, CA 92121 P: 855-463-3727

FLUKE BIOMEDICAL/ RAYSAFE/LANDAUER Booth Location: North Level 3 - 7730 6920 Seaway Blvd Everett, WA 98203 P: 216-215-4273

GLASSBEAM Booth Location: South Level 3 - 2674 2350 Mission College Blvd, Ste 777 Santa Clara, CA 95054 P: 408-205-9820

HOLLAND LP Booth Location: South Level 3 - 1144 1000 Holland Dr Crete, IL 60417 P: 708-672-2364 www.hollandco.com

KOPP DEVELOPMENT, INC Booth Location: South Level 3 - 1406 785 NE Dixie Hwy Jensen Beach, FL 34957 P: 772-225-6932 F: 772-225-6291 www.koppdevelopment.com

ISO 13485 CERTIFIED COMPANY

MARQUIS MEDICAL LLC Booth Location: North Level 3 - 7608 13112 S Choctaw Dr Baton Rouge, LA 70815 P: 866-645-7457 marquismedical.net

OXFORD INSTRUMENTS HEALTHCARE Booth Location: North Level 3 - 6602 1027 SW 30th Ave Deerfield Beach, FL 33442 P: 888-323-1316 healthcare.oxinst.com

ADVANCING THE IMAGING PROFESSIONAL

RSNA 2018

PHILIPS Booth Locations: North Level 3 - 6573 North Level 3 - 6734 North Level 3 - HQ3B 3000 Minuteman Rd Andover, MA 01810-1032 P: 978-659-3815

RADCAL Booth Location: South Level 3 - 3135 426 W Duarte Rd Monrovia, CA 91016 P: 626-357-7921 www.radcal.com

RAYENCE CO, LTD Booth Location: South Level 3 - 2958 2200 Fletcher Ave, Ste 705B Fort Lee, NJ 07024 P: 201-585-0290 www.rayenceusa.com

RC IMAGING Booth Location: South Level 3 - 4007 50 Old Hojack Ln Hilton, NY 14468 P: 585-392-4336 www.rcimaging.com

RICHARDSON HEALTHCARE Booth Location: North Level 3 - 7330 40W267 Keslinger Rd LaFox, IL 60147 P: 630-208-2618 F: 630-208-2830

VAREX IMAGING Booth Location: South Level 3 - 3929 South Level 3 - 4129 1678 South Pioneer Rd Salt Lake City, UT 84104 P: 800-432-4422 www.vareximaging.com

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the medical product support network “An excellent resource.

It’s my first stop when I have a question or need information. An asset to any technician’s toolbox.”

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corporate profile

SPECIAL ADVERTISING SECTION

®

RAY-PAC HAS SOMETHING FOR EVERYONE Rarely do you find a company president that truly devotes himself and his team to customer solutions. Meet Robert Hibdon of Ray-Pac. Located in Charleston, South Carolina, Ray-Pac is dedicated to fast response replacement X-ray tube supply.

Ray-Pac’s customers are primarily independent service organizations, or asset management groups supporting a wide variety of X-ray imaging equipment.

Discussing a solution with a customer, owner Robert Hibdon addresses an easy calibration fix for a Shimadzu Portables.

Ray-Pac specializes in developing lower cost replacement tubes for imaging equipment made for major OEMs. Ray-Pac makes replacement tubes for most of the imaging systems used in medical settings in the USA. Ray-Pac is the largest independent assembler of medical X-ray tube replacements in the USA.

“ Our goal is to help make our customer competitive in the medical market.”

Ray-Pac stands behind what they produce and offers live technical assistance to customers.

Robert Hibdon, Ray-Pac Continued on next page

WWW.IMAGINGIGLOO.COM

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corporate profile

©

by Ray-Pac

RAY-PAC’S

CUSTOMER SOLUTIONS Every product Ray-Pac produces is put through a stringent series of tests to ensure quality. X-ray tubes that do not meet Ray-Pac’s specifications will not leave their facility. Ray-Pac has a professional team that believes quality comes first.

As a service to their Shimadzu customers, Ray-Pac provides directions for a simple method of calibration for Shimadzu portables called: “The Ray-Pac 1-2-3 Calibration”

Ray-Pac 1-2-3 Calibration instructions are simple, quick and are included in your order shipping box or are available online at Ray-Pac.com/calibration or Ray-Pac can send a PDF by email.

Ray-Pac provides a wide variety of diagnostic X-ray tube replacements along with the Shimadzu Portables. Ray-Pac also offer Shimadzu RX 80s and RX 85s.

Ray-Pac uses Rad-21 and Rad-60 inserts in these housings.

Ray-Pac offers many more X-ray tubes than just Shimadzu. Ray-Pac also offers GE, Siemens, Phillips, Varian, Dunlee and Toshiba.

PROVIDING REPLACEMENT SOLUTIONS FOR OVER 35 YEARS 54

ICEMAGAZINE | NOVEMBER 2018

ADVANCING THE IMAGING PROFESSIONAL

corporate profile

SPECIAL ADVERTISING SECTION

d C-Arms in stock at Ray-Pac. ORIII and ORIIIB Ray-Pac maintains a large inventory of X-ray tubes and keeps a current inventory status on its website for dealers and installers to see what’s available to ship today.

RAY-PAC’S

DEEP REPLACEMENTS INVENTORY Ray-Pac maintains the largest inventory of replacement X-ray tubes in the market.

Ray-Pac has hundreds of new, pre-tested, pre-calibrated replacements that are ready to ship today and come with a one year full replacement warranty.

Most customer orders ship FedEx overnight but special orders or unusual configurations ship FedEx 2nd Day. Being close to the FedEx terminal allows Ray-Pac to expedite shipments up to 6 p.m. Eastern Standard Time.

Ray-Pac operates their inventory

All shipments are packed with care

madzu Portables

Number warehouse Focal Spot Target on the 80/20 rule.Angle 80% ofHeat Unitin sturdy reinforced boxes. Ray-Pac’s e (KL-70)sales0.7 come from 20%14.5° of their product300 kHU experience of over 35 years assures the line.(Single Therefore they keep at least 2 of customer’s purchase will arrive safely and Focus) everything available so customers can

e (KL-70) 0.7/1.3 14.5° have same-day service.

6 (Dual Focus)

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be ready to put into service.

“ Call us or10°go to300our on-line inventory .3/.6 kHU .75/1.25 we16° 300 kHU have what you page, probably .8 196 kHU need and14°can ship TODAY.” .3/.6

)

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ommitted to keeping up with the ever-changing ology in quality X-ray tube replacements.

Robert Hibdon, Ray-Pac

Ray-Pac® www.Ray-Pac.com

APP m

7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

SEE RAY-PAC’S ADVERTISEMENT ON THE BACK COVER OF THIS ISSUE.

*All trademarked names and terms are property of the respective manufacturer.

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ADVANCING THE IMAGING PROFESSIONAL

CAREER ADVICE

insight

Building Customer Loyalty With Exceptional Customer Service

C

ustomer service in your department should be a priority for the entire staff. Providing exceptional customer service is about understanding and responding to a customer’s needs and making them feel special. For imaging service departments, the customers are the clinicians who use the diagnostic imaging equipment.

Today’s technology, online presence and social media have made it easy to compare and reach out to competitors, making it more important than ever for imaging service providers to maintain positive customer service relationships. Imaging service departments are compared to competitors every day, and customer service is the first thing that can change a person’s opinion.

Customers recognize great customer service and expect it more than ever before.

Efforts to improve communication and deliver the best possible customer service can lead to high levels of customer satisfaction and retention. It is important to build loyal and long-term customer relationships.

Retaining customers with continuous repeat business is key to any service organization’s survival. Excellent customer service is the most important reason why customers return to any business, and competition is tough in the health care industry.

Sometimes there are unavoidable delays when it comes to repairs such as another piece of equipment might have priority or the imaging service professional may be waiting on a part to arrive. When delays do occur, it is important to communicate with the customer and keep them updated on the status of the repair.

Alerting a customer that there is a delay will ease some of the tension of waiting and lets them know that you have not forgotten about them. These little things are very important and should be part of the WWW.IMAGINGIGLOO.COM

standard policy of any department.

Customers need to feel important and valued. Strive to create a partnership with each customer by demonstrating your sincere desire to meet their specific needs and requirements. Make every effort to improve interpersonal communication. Do not rely on emails or voicemail messages but personally communicate with each customer.

You can deliver exceptional customer service by knowing the customer’s specific expectations and by showing sincere interest and compassion for the customer’s specific issues.

This makes a significant difference in their perception of the quality of service they receive.

Customers need to know that they can depend on you and your organization for immediate and quality service. Provide timely and regular updates to customers – especially if you are working on an equipment failure. Keep your customers in the loop and provide status updates quickly. If a customer has to call you for a status update, you risk losing their loyalty.

Don’t make excuses such as “it is our policy…” and do not place responsibility on someone else. If it is something you cannot answer, let your customer know that you do not know right now, but will certainly provide them a response as soon as possible.

Be sure you take the appropriate action and don’t delay in responding to the customer personally. Customers need to know you are sincere and will get the job done for them.

Never be controversial or negative in dealing with upset customers. Exceptional customer service is taking time to understand the customer’s concern. It is so important to connect with your customer on a personal level, and to listen to their concerns entirely rather than cutting them off with excuses. Show compassion and concern for your customer. Building long-term

Written by Cindy Stephens Stephens International Recruiting Inc. relationships with your customers is important. When you have gained your customers’ trust with sincere and honest efforts, you will develop loyal customers. Delivering on a promise will establish a reputation for reliable and consistent customer service.

As an imaging service provider, ensure you keep up-to-date on your technical and communications skills. Become known for your expertise and ensure you continue to share your knowledge with your customers as well as your peers and other staff members. By investing in your on-going technical education, whether through online courses, equipment manufacturer training or conferences and seminars, you will build on your expertise.

Other ways to ensure excellent customer service is to greet customers in a pleasant and professional manner. Never appear rushed or frazzled. Always ensure you are dressed for success, and maintain a positive, friendly attitude – no matter how tough a day you may be having. Demonstrate your sincere desire to be helpful, providing polite and professional customer service. Remember that first impressions last forever. Customers should be treated with respect. Additionally, ensure you treat all members of the staff like you would your customers. Good manners start at home and, in this case, your organization.

Customers want exceptional and personalized customer service. Little things will help make your service stand out, too.

A firm handshake, courteous greeting, a holiday treat or a hand-written thank you card all make a positive impact.

Be proud of what you do and demonstrate exceptional customer service to build loyal customers. ICE ICEMAGAZINE

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IMAGING MATTERS Bridge Burned; Integrity Sold

T

here is a Field Service Specialist (FSS) that is new to medical imaging. Let’s call him “Bob.” Bob goes out to look for a job. Bob is excited and looking for the right fit. He has a great resume, outstanding attitude and interviews well. Bob gets a reasonable offer to get his career off to a good start, his start date is in three weeks. Bob accepts the offer.

A week later, Bob gets contacted by another company that he had interviewed with previously and asks him to come in for another interview. Bob goes on that interview. An offer of a few dollars more an hour is made to Bob. Bob accepts the new offer and three days prior to his start date with the first company, he contacts them and declines the original offer.

What has Bob done? Secured a better position? Set out to make more money?

Possibly, but there are other factors to consider. It is also very possible that Bob has just made a serious mistake. This mistake may limit his career in profound and far-reaching ways.

If you have been in the imaging service industry for more than a few minutes, you have probably heard people say that this WWW.IMAGINGIGLOO.COM

is a small industry. If you have been in the imaging service industry for any length of time, you know the truth of that saying. Everyone knows everyone, or at least knows someone that knows them. This can be a wonderful asset or a career-destroying reality. This makes integrity one of two primary factors in a career (the other is skill/ ability). If it is well known that you will do the right thing and own mistakes, you will be of value in the industry. If you cut corners and try to obfuscate mistakes or “get away” with things you will eventually find yourself in either a difficult situation or working in a different industry.

In the case of Bob, the job he declined a few days prior to his expected start date was with one of the larger health care systems in the USA. He will be marked as “no rehire” and will not qualify for any jobs in that system. He has just locked himself out of a significant number of future job opportunities. It is important to note that taking a higher paying position is not the issue. It is the lack of notice. The short notice creates a financial impact to the company that thought he was coming onboard. There were other qualified candidates that may

Written by John Garrett Director of a Clinical Engineering Department in CHI

no longer be available, and it may require a new recruiting process which gets expensive. There may be work he was expected to do that will require that outside service be called in due to the missing team member.

Further, the hiring manager or director knows other hiring managers and directors. He talks to them at conferences and HTM association meetings. That hiring manager may eventually leave that company and become a hiring manager with another company, further limiting Bob’s career options. This is an important consideration throughout a career in medical imaging. Burning bridges and loss of integrity can have a much higher cost than the extra money made at the onset. ICE John Garrett has 20 years experience in imaging service including general radiation, mammography, CT and nuclear medicine.

He has worked for third-party service companies, manufacturers, sales companies and in-house imaging teams.

ICEMAGAZINE

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insight sponsored by:

AUE

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Written by Jim Carr Director of Services and International Operations for AUE

Beware the Fine Print and Lots of Words

B

ecause of the importance to patient care and the potentially high costs of breakdowns, imaging systems are some of the few devices covered by service agreements these days. You’ve heard the saying “don’t sweat the small stuff … and it’s all small stuff.” That is not so true when it comes to a contract covering one of the most important assets a hospital or imaging center has, and costing thousands of dollars. That’s when reading the fine print all the way to the end and back, and even reading between the lines can be critically important.

Around the turn of the century, one of the leading ultrasound manufacturers with less than 2,000 employees had a large number of loyal customers that had been on full service plans for many years. (The good old days.) The company was purchased by one of the “Big 3” that was primarily known for X-ray and MRI systems, and shortly thereafter their apprehensive customers started receiving contract renewal letters that were proud to announce, “no increases in service contract pricing.” The contracts had the same annual coverage price but were clearly different, with many more pages and a different format. Looking at the summary of coverage, all seemed to be about the same except for a statement often seen on X-ray contracts; “Glassware is not included.” Most ultrasound systems had flat panel displays by then. So, no worries … until you had a probe replaced a few months later and got an invoice for 60

ICEMAGAZINE | NOVEMBER 2018

$14,000, only to find out that on page 11 of that contract there was fine print saying “Ultrasound transducers are defined as glassware.” After many customers were stung by this obfuscation, word and anger spread in the imaging community about the contract wording. Within a few weeks, the OEM amended their contract form and started covering the probes … and raised the contract prices.

Knowing what the contract doesn’t say can be very important.

Knowing what the contract doesn’t say can be very important. There are often performance guarantees, typically for response time and what percentage of time the scanner is up. A common feature to list is something like “99% Uptime Guarantee,” and that sounds great. But the definition is usually not detailed. The calculation may include all 8,760 hours in a year as the total available time, so the system could be down for 87 hours and still meet the guarantee. But if the contract only covers 8 to 5 on weekdays, the total available time should only be 2,080 hours, and uptime would fall below 99% with only 21 hours.

And, look closely at what the compensation is for missing a performance guarantee. Some will give a future credit toward a

contract renewal, based on the number of hours the unit was down in excess of the guarantee. Get the definitions for “available hours” and “down” added to the contract, if needed, and do the math to figure out if the compensation is worth the guarantee.

From my experience writing and reading contracts, the longer the contract, the more you should worry. One of the Big 3 has produced service contracts that have so many words that one has to believe they are counting on eye fatigue to keep people from understanding it. Many of the clauses would be illegal if there wasn’t a signature of someone agreeing to it. A doctor asked for help a few years ago because he kept trying to cancel a contract on a scanner, but the invoices and warnings about non-payment kept coming. We were shocked to find a paragraph in his signed contract that essentially said the agreement could never be cancelled, and was transferable to other systems and to the doctor’s heirs!

By definition, a service contract is an agreement between two parties regarding maintenance and repair of a scanner over a specified period. Both parties need to be protected financially, and the terms of coverage must be clearly defined. What is often missed is the element and importance of trust in the business relationship. AUE has a simply worded three-page service contract with readable font. If we aren’t meeting your expectations, you can cancel. If you can’t find something similar, take the time to carefully review it, get some legal advice and don’t be afraid to use a red pen to make changes. ICE ADVANCING THE IMAGING PROFESSIONAL

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insight

DO YOU ‘SEE’ YOURSELF SUCCEEDING? I

t seems counterintuitive, but when it comes to being successful, you may fall short if you’re relying mainly on positive affirmations. Research shows you will greatly increase the likelihood of achieving success when you “see” yourself succeeding.

What I’m talking about is the power of visual focus in our imaginations. It may sound kind of “woo-woo,” but over the years I’ve studied a lot about neuroscience, especially the work of doctors Jeffrey Schwartz and David Rock. Although I’m no expert, I’ve become a firm believer that people can increase their likelihood of success when they capitalize on the impact of mental practice on the human brain.

Interestingly, Schwartz and Rock’s findings are similar to a principle I’ve been teaching for years: “You will go where you’re focused.” That’s because I believe that for most of us, our focus – both our actual visual focus and the focus of our mental images – is often more powerful than our thoughts. You could think of it as saying the pictures in our head are more powerful than the words in our head.

One illustration of this comes from a story I told in my book, Creating Passion-Driven Teams. While growing up, I rode my bicycle a lot. While riding up long inclines I would be pedaling hard and watching the ground several yards in front of me as I went. When I saw a small rock in my path I would think to myself, “I’m going to miss that rock,” but if I was looking directly at the rock, even though my brain was saying “I’m going to miss that rock,” I still ended up running over the rock.

When I got older, I heard someone say that I would go wherever I was focused.

So, one day while riding my bike I saw a rock on the road in front of me and decid62

ICEMAGAZINE | NOVEMBER 2018

ed to apply that concept. Instead of saying, “I’m going to miss that rock,” I shifted my visual focus a few inches to the left of the rock. When I did that, my bike tire went to where my eyes were directed, and I missed the rock!

I decided to test this theory further.

When I encountered another rock, I shifted my visual focus a few inches away from the rock but mentally told myself “I’m going to run over that rock.” Amazingly, I still missed the rock, despite my mental self-talk. My bicycle tire followed my line of sight, not the words in my head.

So, how do mental images help us achieve success? The answer lies in how our brains operate. Neuroscience research has found that our brains grow “hardwired” neurons in response to routine activities. This is because mental processing requires a lot of electrochemical energy.

By growing hardwired neurons to handle routine activity, our brains operate more efficiently. This leaves more electrochemical energy for processing new situations and new information.

As an example, think of how tired you get when you sit at a desk all day (a minimal physical activity), but you spend eight hours thinking through problems or making decisions. It’s amazing how tired you can become. Processing new data requires much mental energy!

And so, by repetitively seeing mental images of ourselves succeeding, our brains will literally start to reform themselves into being more efficient for achieving success.

My bicycle and rock story is powerful to me, but it’s merely anecdotal evidence.

So, allow me to quote from a study on the power of mental imaging done 40 years ago with college basketball players. Sev-

Written by Daniel Bobinski Workplace Consultant

enty-two players were divided into four groups. Over six weeks, each group experienced 15-minute practice sessions for free throws, preceded by 10 minutes of “prep time.” The experimental and control activities occurred during the prep time.

Here what happened during each group’s 10-minute prep time: Group 1: Five minutes of relaxation and five minutes of guided visualization.

The “guided visualization” was players listening to a recording that instructed them to feel the same sensations they would feel the moment they approached the free-throw line. As the players sat with their eyes closed, the physical sensations they were likely to feel and the sounds they were likely to hear were narrated. Then, the players were instructed to visualize themselves making perfect, “nothing-butnet” shots, with every muscle making the correct movement along the way.

Group 2: Five minutes of relaxation followed by five minutes of inert concentration activities. The concentration activities had no related purpose, they were given simply to fill five minutes of time.

Group 3: Same as group 2.

Group 4: No special preparation. Just 10 minutes of repetitive drills.

I want to emphasize that each group had only 15 minutes of actual physical free-throw practice each session during their six-week experiment. Then, at the end of six weeks, all four groups were ADVANCING THE IMAGING PROFESSIONAL

tested for their ability to make free throws. Their results were: Group 4: No improvement at all.

Groups 2 & 3: Slight improvement.

Group 1: Significant improvement.

The visualization made a significant impact. As one researcher said, it was like their brains could not differentiate between the mental and physical activity.

Over the years, similar studies have occurred in karate, tennis, and marksmanship, always with similar findings.

So, how can you apply this to your life? According to neuroscience research, you will benefit by spending regular time “seeing” yourself doing what it takes to be successful in your field. Remember, this is not repeating positive affirmation statements, such as “I am successful.” You must clearly identify and articulate the specific behaviors you want, as well as the physical and audio sensations you are likely to experience when doing them. Then, mentally see yourself doing the successful activity, and doing it flawlessly.

The cool thing is that anyone can do this. The research is there, and the results are always the same. If you “see” yourself succeeding mentally, you are more likely to achieve it in real life. Not only does neuroscience research back this up, you don’t even have to work up a sweat. What are you waiting for? ICE

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Daniel Bobinski, M.Ed. teaches teams and individuals how to use Emotional Intelligence, and his videos and blogs on that topic appear regularly at www.eqfactor.net. He’s also a best-selling author and a popular speaker at conferences and retreats. Reach him at daniel@ eqfactor.net or 208-375-7606.

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MedWrench p. 52

RSTI/ Radiological Service Training Institute p. 17

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CoSPBS, Inc. p. 64

Health Tech Talent Management, Inc. p. 21

Advanced Ultrasound Electronics p. 60

Richardson Electronics p. 18-20

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Altima Diagnostic Imaging Solutions p. 63

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61

Inrayparts.com p. 45 SOLUTIONS

InterMed Group p. 58

PM Imaging Management p. 58

Tri-Imaging Solutions p. 30

ATS Laboratories/CIRS p. 25

International X-Ray Brokers p. 56

Brandywine Imaging p. 61

Radiology Data p. 44

Radon Medical LLC p. 15 Carolina Medical Parts p. 10

KEI Med Parts p. 65

Ray-Pac® Ray-Pac p. 53-55, BC

DI Insights p. 23

Quantica–Monit

KEI Medical Imaging Services p. 56

MRI/CT Remote monitoring and diagnostics Diagnostic Solutions p. 63 66

• 24 x 7 remote monitoring

ICEMAGAZINE | NOVEMBER 2018

• SMS, email alerts during critical

Trisonics, Inc. p. 25

Universal Medical Resources p. 45

Varex Imaging p. 6

W7 Global p. 37 Service that Outperforms

Company p. 65 MarShield p. 15

Webinar Wednesday p. 39 ADVANCING THE IMAGING PROFESSIONAL

SAVE THE DATE!

9 FEBRUARY 17-19, 2019 • TAMPA/CLEARWATER

FEBRUARY 17-19, 2019 WYNDHAM GRAND CLEARWATER BEACH

TA MPA /C LEARWATER

9

RY 17-19, 2019 • TAMPA/CLEARWATER

WWW. ATTENDICE.COM

Innovation, Quality, and Price.

Ray-Pac has Something for Everyone!

GE Replacements MX100-18

“Yes, Ray-Pac has a Shimadzu in stock.

It will be here in the morning!”

Announcing:

From Ray-Pac

Ray-Pac Replacements for

Shimadzu Portables

Announcing:

RAD II Replacements for the

Fuji FDR GO

By Ray-Pac

Available with Single or Dual Focal Spots.

MX100-09

© ©

by Ray-Pac

by Ray-Pac

MX100-FL

Attention Dealers!

RX85 and RX80

RadII Replacements come with a 1 Year Full Replacement Warranty from Ray-Pac.

AMX4

RadII Replacements come with a 1 Year Full Replacement Warranty from Ray-Pac.

Also available are Ray-Pac replacements for

Attention Dealers!

AMX4+

©

by Ray-Pac

ORIII and ORIIIB

©

Call 843.767.8090 for the Dealer Nearest You.

by Ray-Pac

WARRANTY MONTHS

Ray-Pac carries a large inventory of quality GE Replacements.

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RAY-PAC

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Made in the

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7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

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Ray-Pac’s 100% 12 Month Warranty

®

RAY-PAC

7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

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WARRANTY MONTHS 1 2 3 4 5 6 7 8 9 10 11 12

We Build Quality Replacements for GE • Siemens • Phillips • Varian • Dunlee • Toshiba • Shimadzu

*All trademarked names and terms are property of the respective manufacturer.

®

www.Ray-Pac.com 7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

*All trademarked names and terms are property of the respective manufacturer.

7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

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Quality Replacements for

Siemens by Ray-Pac.

Attention Dealers!

If you have any of these Portables using a E7886X Samsung GM60A Philips Mobile Diagnostic

Canon RadPro

AGFA DX-L 100

Attention Dealers!

Announcing...

Toshiba

RADII Replacement X-ray tubes for

Ray-Pac announces our new direct replacement for the

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E7886X

by Ray-Pac

©

by Ray-Pac

The OPTI SG-1096

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Focal Spot 0.6-1.0 0.6-1.0 0.6-1.0 0.6-1.2 0.6-1.0

KW Rating 40/80 32/60 40/70 40/100 40/80

Heat Units 840 kHU 600 kHU 600 kHU 600 kHU 600 kHU

©

We have a Ray-Pac replacement for you.

Target Angle 12º 16º 12º 12º 12º

The long awaited and competitively priced Ray-Pac Toshiba replacement is now available.

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by Ray-Pac

The long awaited and competitively priced Ray-Pac Toshiba replacement is now available.

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E7886X

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www.Ray-Pac.com *All trademarked names and terms are property of the respective manufacturer.

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7/3/18 9:38 AM

®

Quality Replacements for

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For over 35 years we have been evolving into the industry leader for Replacement X-ray tubes.

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Now available from Ray-Pac. .6/1.2 ©

12.5°

7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

9/7/18 2:51 PM

Announcing:

Focal Spot Target Angle

www.Ray-Pac.com

*All trademarked names and terms are property of the respective manufacturer.

7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

*All trademarked names and terms are property of the respective manufacturer.

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Ray-Pac Product

for the Dealer Nearest You.

by Ray-Pac

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Inventory

7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

New Toshiba E7886 8.25 x 10.75.indd 1

ROT-360 KL-94

®

©

Orders usually ship the same day!

*All trademarked names and terms are property of the respective manufacturer.

Additional Toshiba Replacements E7239, E7242, E7252, E7254, DRX-3724

Call Ray-Pac at 843.767.8090 for more information.

by Ray-Pac

Ray-Pac is committed to keeping up with the ever-changing technology in quality X-ray tube replacements.

Heat Unit

325 kHU

KL-94

by Ray-Pac

Attention Dealers!

RadII replacements come with a 1 year full replacement warranty from Ray-Pac. WARRANTY MONTHS 1 2 3 4 5 6 7 8 9 10 11 12

Ray-Pac’s 100% 12 Month Warranty

Ray-Pac

®

Quality X-ray tube replacements

©

by Ray-Pac

Call 843.767.8090 for the Dealer Nearest You.

Try our new Free APP Go to Ray-Pac.com RAY-PAC

Inventory

®

www.Ray-Pac.com 7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

Call 843.767.8090 for the Dealer Nearest You.

Call 843.767.8090 for the Dealer Nearest You. RAY-PAC

Inventory

*All trademarked names and terms are property of the respective manufacturer.

www.Ray-Pac.com 7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

*All trademarked names and terms are property of the respective manufacturer.

Visit us at RSNA Booth #3901

Try our new Free APP Go to Ray-Pac.com

Ray-Pac, Inc. 7290 Pepperdam Ave., N. Charleston, SC 29418 - USA

www.Ray-Pac.com