EBME Forums Forums Management Professional Issues Philips Healthcare response time

Hello,

Over the last 6 to 12 months we have been having major issues with the service provided from Philips Healthcare and their 3rd party service provider who I won’t name for now.

Recently the engineer response time has been taking longer and longer and the number of site visits / revisits taken to fix a device has been increasing.

Has any other hospital had this issue of poor service? I have contacted Philips through customer support centre but have not yet had any sufficient response or explanation.

Thanks

J

We too have this trouble. We find their call centre a nightmare often struggling to get a date confirmed or an update on progress in the event of delays. We totally understand the situation that parts are being delayed but being able to update our clinical teams on that and that we’ve just not done anything or forgotten about them is crucial.

Think most of Philips servicing is outsourced to a third party?

Yes, the company in question is Hugo Technology based in Bromsgrove.

When trying to contact the customer services, I get told to contact Philips even though Hugo are the responsible party.

Hi there, I'd like to look into this for you and see if there is anything I can do to help. Please feel free to contact me with some more details about the issues you've experienced at james.coombes@philips.com.

James Coombes
Modality Performance Specialist
Philips UKI

Services has gone downhill.

It took a year to get a ventilator quote raised.