Overall quality, customer service, unexpected deficiencies—these are the principle concerns of medical providers when it comes to choosing an imaging vendor, according to a new KLAS market report entitled Imaging Digest.
“Providers make big imaging investments in order to establish a strong fleet of imaging modalities, and they want to know which vendors offer the greatest value—which they define as reliable technology at a fair price backed by excellent support and effective relationships,” said KLAS in a release.
The healthcare research firm asked 569 providers to evaluate the performance of imaging vendors based on their experiences regarding the companies’ respective devices, customer support responsiveness and service-related shortcomings.
They found that providers rated Siemens and Toshiba tops in overall value, citing an increased culture of accountability as well as a dedication to product excellence and ongoing development.
The report also found that while GE and Philips have substantial sales success, many providers feel underwhelmed with the performance and services they provide. “Despite low prices, many providers are unsatisfied, feeling that the technology and functionality were overpromised and that ongoing costs outweigh the perceived savings,” read the report's executive summary.
Hitachi and Toshiba earned high marks regarding customer loyalty among providers, while some companies were more prone to “unwelcomed surprises”—including hidden costs, service and support issues, and product quality—than other imaging vendors in the marketplace.