We are looking at creating a form, which we plan to circulate around the general and special wards and departments i.e theaters/icu/emergency physio/renal etc.

As to level of service
we provide and improvements we could make to best serve and assist our end users?

Any good ideas which we should include in the form or any sample form already used by a department?

Any comments would be highly appreciated.

Before this develops into a whole series of posts where you ask people to do your job for you ... why don't you show us what you're worked up so far, and then let us criticise the [censored] out of it?

That's constructive criticism, of course.

And by the way, you haven't mentioned yet who it is (which type of organisation) you work for. For all we (I) know, all this could be for the benefit of one of the gouging companies!

I would include in my form the following Geoff:-

1. Response for service call
2. Technical advice
3. Job turn around time
4. feed back on delay in jobs eg progress waiting parts etc
5. New equipment selection
6. Advance warning of old equip/ replacement advice
7. hazard warning/ upgrades

I see you have changed your Profile to read "Consulting Biomedical Engineer", Umish. Fair enough.

So ... here's my free consultation for today:-

Forget the form, have the biomeds go out and actually talk (as in, listen) to their users! And be sure, that's good advice!

Isn't this what the basic software is supposed to do, give the end-user access to the software in order that they can track their own equipment progress.

Software? Have you got the right thread Neil?

I think Umish is talking about a Customer Feedback Form. But OK, such feedback (complaints) could also be a feature of a networked equipment tracking system (and probably already are, I should imagine).

yes the right thread, give the end-user limited access, I know he wants a form, but if you are doing your job properly no need, visit the end-user talk to them but more important listen to them.

I could not agree more Neil but there is also advantage in a more anonymous feedback system that allows staff to express their view without thinking that they might offend.

"Social mores" are a powerful thing.

So is intimidation!*

If the feedback is anonymous, and therefore difficult to follow up, how can we be sure that it's not from someone simply "having a go"? That is, a frivolous response to some sleight, whether real or imagined?

No, far better for the biomed Chief to do the rounds, engage with the staff, win (earn) their trust and respect ... and all that good stuff.

* Not to mention my old favourite ... emotional blackmail!

Ah, perhaps I should have explained that in more detail.

The feedback system that we use returns all info to me (the manager) with the absolute assurance that (and I mean it)no names will be passed on to the staff member directly involved. This allows the hospital staff to be free to express themselves while not feeling obliged to be polite. It also then allows me to follow up with particular people if further info is needed to sort any issues.



Agreed, but difficult to do when you are the chief across many sites in a wide geographic area.

I thought of the form, because not all biomed's are good communicators

Also I wanted the user's to give an honest opinion on the form.

Sometimes they may not like to say that Joe is an absolute ....to the chief so the forms gives them the chance to say what they want without giving out the name.

Therefore you get the true picture !

Yeah, I know Joe ... the guy is an [censored]!

OK, I'm all for providing a Quality Service (that is, meeting fully the needs of the customer) and all the rest ... but what about the condition of the kit (the equipment)? That's where I've always placed the emphasis, myself.

What are we? Tech Support or Social Services?

both Geoff, in this day and age you have to prove to the management that your department is doing a good job.

We've been through this before. If the "management" have doubts about the value that biomed brings to the hospital, just close the shop for a while ...

you sound like Arthur scargill.

you have to be more tactful in a hospital

King Arthur? He lives only just up the road!

I'll let it rest there, Mate ... when you've put as many years into supporting kit in hospitals as I have, believe me you don't need reminding about human psychology, sensitivities, emotions, or indeed "tact"!

But before I go, here's some (more) advice ... in the grand scheme of things, hospital biomeds are always in a weak possession when it comes to dealing (fighting?) with other departments (not to mention the "management"). It's really all down to weight of (that is, lack of) numbers. If you you are not prepared to stand your corner, in the long run you will be the loser. No only you, but the service you provide (and the kit you support). There's no doubt in my mind about that.

Come back again in thirty years or so and let us know how you got on!

going back to this form, do you have any useful questions that could be added to the form Geoff?

As I have already mentioned, I would not bother with any of that myself.

Instead, I would go for what I consider a far more proactive approach, which yields practical results. That is, the "walk-through inspection" whereby each ward, department etc. is visited in turn, by arrangement and on a semi-formal basis, and all equipment found (that is, store rooms and cupboards "dug out"), examined, and condition noted (and work orders raised, if need be).

Such an exercise might well take up an afternoon each week, but gives an excellent opportunity not only for "spreading the gospel" about good equipment management, offering quiet words of advice etc., but also a chance to build a relationship of trust with the users, and (of course) listen to their "moans and groans".

This is not PM ... but rather it is PR!

Try it. You will find that it brings good results - far more than hiding in the workshop and sending out bits of paper!

Walk around are useful for a single site, It is not practical when you have manage several sites which could be some distance apart.

Some tech's we have are not good communicators.

No one hides in the work shop too many jobs to deal with..

It would also possible to email this form when you are extremely busy.

We looked at several methods of feedback from our 'customers' and although face to face is valuable, anonimity promotes brutal honesty. The key reason we need documents is to satisfy our ISO9000:2008 external QA requirements.
Some solutions to consider are internal web-based systems via IM&T (Sharepoint or Snap are common). Or a good external solution is http:/surveymonkey.com