UK wide customer satisfaction survey finds excellence in professionalism, knowledge and quality of people and products as company continues its focus on great customer service

Canon Medical Systems UK has again been highly commended by its customers up and down the country in its recent half year service support survey. Achieving an average of 92% in the overall satisfaction score, respondents were asked to rate the company for its professionalism, knowledge, quality of solution, problem resolution and communications. In the month of July, following the early peak of the COVID-19 pandemic, Canon Medical achieved 100% across all survey categories.

The Service Operations Support survey* is a rolling monthly programme of research to continually monitor Canon Medical across key performance areas. The feedback from UK customers including radiographers, sonographers, clinicians and healthcare business managers offers critical insights into areas of improvement. This helps to underpin the company’s vision to become the best customer partner in the sector.

“It’s been a challenging year for all in healthcare, but Canon Medical has continued to be very supportive in keeping scanners operational and great at communications to keep us informed. They are always fast to respond and active to resolve.”

Judith Sugden, CT Superintendent Radiographer at Northern General Hospital.

Paul Parsons, Director, Service and Technical Support at Canon Medical commented, “The service received was very professional”; “always had a very prompt and faultless service from Canon engineers”; “fast response to breakdown and active resolution of problem to get scanner operational again”; “always helpful, courteous and professional, and answer calls promptly”; “always receive quick and positive resolution to any reported problems”; “their systems are so user friendly, Canon colleagues are so approachable and flexible” were among the other comments received.

Canon Medical provides innovative CT, MRI, Ultrasound, X-ray and Interventional Imaging equipment to meet the challenges of modern medical imaging by improving clinical confidence, streamlining workflow and powering productivity.

*Canon Medical Systems customer satisfaction survey is undertaken by an independent market research company Integron.

“Canon Medical delivers a high level of service and has continued to do so this year despite everything that is going on. Its team has complied with all the coronavirus restrictions at our site and are reliable and responsive when we need them for a breakdown or emergency.”

Virginia Blake, Ultrasound Team Lead, Royal Cornwall Hospital

The survey findings have been of particular interest as they cover the period of the recent outbreak of Coronavirus. In that time, Canon Medical activated its ‘fast response task force’ to quickly adapt to the fast-changing environment and ensure business continuity in light of the pandemic. This aimed to ensure the continued delivery of first class, reliable imaging equipment service to healthcare organisations through uninterrupted supply chain management, remote diagnostics and 7-day support.

“The results of this new customer satisfaction survey are positive news as they help us keep a check on our performance as we focus on being the best customer partner in the medical imaging sector.

The purchase of medical equipment is just the start of a relationship with Canon Medical and our installation teams, application specialists, engineers and call centre staff ensure that customer needs are met at all times to the best standard possible.”

Paul Parsons, Director, Service and Technical Support at Canon Medical

Photo caption:
Canon Medical Systems UK has again been highly commended by its customers up and down the country in its recent half year service support survey.

This is a fantastic opportunity to join a high performing team, promoting and selling Canon Medical Systems range of CT/MR/XR/HIT equipment in the West Midlands region.

Territory Management
1. Create territory management plan to achieve agreed order intake target within the designated territory. Identify current and future prospects and deploy resources efficiently.
2. Ensure that CRM records are maintained for all accounts, installed base of CT/MRI & XR systems, contacts and opportunities in the territory.
3. Plan diary appointments to ensure that the highest number of customer contacts are maintained across all accounts in the territory. The expectation for a typical working week is that a minimum of three days of customer facing activities are planned with multiple customer meetings scheduled in each location visited.
4. Proactively organise regular territory review meetings with Regional Sales Manager.
5. Assist in other territories when needed as directed by the Regional Sales Manager.

Opportunity Management
1. Maintain an ongoing rolling forecast for the AM territory. Communicate progress against this forecast on a weekly basis to the Regional Sales Manager.
2. Demonstrate leadership across all work streams in the sales process (relationship building, presentations, site visits, demonstrations, system configurations, buildings projects, negotiation and closing).
3. Monitor, analyse and communicate information to colleagues about all aspects of each opportunity to maximise competitive advantage.
4. Apply sales tools and agreed working practices deployed by sales management team under the CMSUK Quality system to maximize the success rate (sales process and checklists, DMU tool, handling objections closing tool etc.).
5. Ensure that all commitments made to customers during the sales process are communicated to colleagues via the PCF and order placement process so that high customer satisfaction can be achieved when equipment is delivered.

Relationship Management
1. Manage account relationships and customer satisfaction within the territory, working collaboratively with the local service team and modality specialists to achieve this. Participate in appropriate escalation via the complaints system where appropriate.
2. Ensure that appropriate communication is maintained with project managers, modality specialists and clinical applications colleagues during the sales process and the project delivery phases.
3. Engage with Commercial Solutions team where business development opportunities arise.

Marketing & Brand Management
1. Participate in the marketing activities and any opportunities to promote the CMSUK brand in the AM territory in conjunction with Regional Sales Manager and the Marketing team
2. Actively participate in PR stories / photographs in collaboration with the Marketing team.
3. Participate in a rota of attendance at exhibitions and meetings in and outside the UK, as and when necessary.
4. Arrange customer appointments and maximise impact at the main radiology events annually (UKIO, ECR, and RSNA).
Personal Development
5. Maintain product and industry knowledge at a level defined by BE management to enable the AM to compete successfully in the UK marketplace. This includes participation in events organised by BE management to maintain knowledge at an appropriate level.
6. Any other specialist responsibilities as agreed with the Sales Management Team.
7. Take responsibility for personal development in conjunction using the knowledge and skills framework and personal review feedback.

Experience/Qualifications required:
1. Minimum of an undergraduate level of education, (or equivalent), with excellent written and spoken English.
2. Ideally sales professional in the healthcare sector or a clinical background with appetite for a commercial role.
3. Demonstrably competent in the use of Word, Excel, PowerPoint and email systems, with understanding and experience of using CRM tool.
4. Holds proof of right to work in the UK and a valid driving licence.

We have an exciting new vacancy for a CT Applications Specialist to cover Scotland and the North of England.

The position is primarily to provide clinical applications support to new and existing Canon Medical Systems customers and to promote the full range of CT and other associated equipment nationally.

Support regional sales and clinical support activities ensuring modality financial targets are met
• Supporting presentations and demonstrations of Canon’s full modality and associated equipment range
• Attendance at exhibitions and lectures in the UK and abroad when necessary, to collect information on competitors’ development and new techniques as approved by Modality Manager
• To assist with the preparation of EC Tenders and NHSSC and other framework responses related to individual prospects as directed by Modality Manager.

Delivery of company values and maintenance of key relationships (internal and external)
• To maintain contact with the modality teams and regional sales teams on a day-to-day basis.

Deliver modality training for Sales and Specialist teams
• Training of UK sales team on new products and techniques and, when necessary, advising of Service Engineers in product functionality and image appreciation

Applications training for new systems and installed base
• Responsibility for planning and delivery of initial applications training on site, pre and post installation of system
• Development and maintenance of teaching aids and training tools to promote educational aspects of imaging.

Clinical and product improvement/complaint management
• Liaison with UK ‘luminaries’ to support research activities and to glean and impart useful marketing information.
• Direct liaison with the Service Department on system-related issues

Maintain close relationship with CMSE modality BU team
• Liaison with the Business Unit in CMSE, as well as attendance at product and applications meetings, to bring back information on new products, developments and to feedback marketing information requested by, or useful to, CMSE and the UK

Follow and complete relevant processes
• Completion of reports utilising Compass, in accordance to agreed management policies
• To maintain records of all the above activities and sales information, and other procedures described by management under ISO9001/ISO12001 processes

Experience/ Qualifications Required:
• Qualified Radiographer – degree or DCR
• 3 years modality specific experience with time spent on modern technology at Senior Radiographer level
• Exceptional communicator with demonstrable presentation skills
• You must enjoy challenging work and have the ability to adjust to different working circumstances
• This is a national role and requires considerable travel during the working week
• Computer literate
• Must hold current HCPC registration
• Must have the right to work in the UK
• Must hold a valid driving licence
• An enhanced DBS Disclosure will be required for this role

Yeovil District Hospital ups its imaging capacity by 20% to drive down patient waiting times. The roll out of CT Scan Units from Canon Medical as part of NHS England’s COVID-19 recovery plan continues at pace with the delivery of a facility to Yeovil District Hospital NHS Foundation Trust in Somerset, the South West of England. It will increase the number of scans carried out by 20% in the area and drive down the time patients need to wait to receive diagnostic CT imaging.

Yeovil District Hospital ups its imaging capacity by 20% to drive down patient waiting times

The roll out of CT Scan Units from Canon Medical as part of NHS England’s COVID-19 recovery plan continues at pace with the delivery of a facility to Yeovil District Hospital NHS Foundation Trust in Somerset, the South West of England. It will increase the number of scans carried out by 20% in the area and drive down the time patients need to wait to receive diagnostic CT imaging.

“We’ve been well supported by the Canon Medical Systems application specialists since installation. They have tailored our training to what we need and replicated set-up across the three units to ensure continuity of use when our sonographers move between rooms

The Aquilion Prime SP CT is built with premium technology migrated straight from our high-end CT scanners and designed to meet the needs of routine and challenging imaging cases.”

Megan Newberry, Account Manager for the South West at Canon Medical Systems UK

The CT Scan Unit is one of fifteen from Canon Medical being allocated across the nation by NHS England as part of a COVID-19 pandemic recovery strategy. The Yeovil Hospital CT Scan Unit is located outside the hospital in a car park and will be used for outpatient appointments such as routine and cancer cases, freeing up CT scanners in the main hospital building for inpatient and complex cases.

Dr Sharon Brown, Radiology Consultant and Clinical Director at Yeovil District Hospital NHS Foundation Trust states, “The whole radiology team is so excited about the arrival of the CT Scan Unit. The space is better than we could have imagined, making it a great environment for both patients to visit and staff to work in. It is a fantastic boost to our diagnostic capacity, helping us provide our patients with the very best possible care.”

“The CT scanner was provided by NHS England to support Yeovil Hospital in the COVID-19 pandemic recovery phase. It will have a big impact on waiting times for patients in Somerset and Dorset and enable us to continue providing a very high standard of care for our community,” Dr Brown continues.

Photo caption:
Canon Medical CT Scan Unit delivered to Yeovil District Hospital NHS Foundation Trust as part of NHS England’s COVID-19 recovery plan. Pictured left to Right: Penelope Parcell, Superintendent Radiographer; Katie Steele, Radiographer; Katie Howells, Clinical Lead Radiographer CT/MRI; and Megan Newberry, Account Manager at Canon Medical Systems UK.

Upgrading patient services and speeding up diagnosis with new Ultimax-i imaging technology

Two new Ultimax-i multi-purpose digital C-arms from Canon Medical are now operational at United Lincolnshire Hospitals NHS Trust located at Lincoln County Hospital and Pilgrim Hospital, Boston.

The two ‘three-in-one’ Ultimax-i angiography, fluoroscopy and radiography systems update 20-year old redundant systems to provide clinicians with modern imaging insights to perform patient procedures and deliver prompt diagnosis and treatments. For patients this means reduced waiting times and local appointments, removing the need to travel to other hospital locations outside their locality. This is especially beneficial to paediatric patients who can now remain in their region without the need to be transferred over long distances.

“The Ultimax-i was a unanimous choice by our radiologists and radiographers to update our fluoroscopy services,” states Nigel Allen, Radiology Operations Manager. “We have worked with Canon Medical for many years, who have proven to be responsive and deliver superb service. The first system at Pilgrim Hospital went live smoothly at the end of March 2020 and despite the arrival of the Coronavirus pandemic, our second system also achieved go-live on time shortly afterwards with building contractors, installation teams and applications training showing full commitment to ensure there were no delays in the installation process despite the pandemic challenges.”

He continues, “The Ultimax-i provides a super balance of low dose and exceptional image quality which the radiologists are extremely satisfied with. It is very intuitive to use and its versatility gives us interventional resilience as a back-up to our interventional suite should we be at full capacity or undergoing maintenance.”

“The Ulitimax-i manages gastrointestinal studies, interventional radiology and angiographic procedures via a multidirectional and interactive digital C-arm. This gives super flexibility, ultimate image quality and at low dose,” states Billy Erwin, Account Manager at Canon Medical Systems UK. “It has been a great case of two-way teamwork at United Lincolnshire Hospitals NHS Trust to have the systems installed during a national emergency. We look forward to a continued partnership with the Trust and supporting the needs of the imaging team.”

Photo caption: Pilgrim Hospital, Boston welcomes two ‘three-in-one’ Ultimax-i angiography, fluoroscopy and radiography systems from Canon Medical. Pictured (L to R): Kelly Keir, Deputy Sister; Cesar Herrera, Senior Radiographer; Andrew Mayes, Applications Specialist at Canon Medical Systems UK; Dr Emmanouil Blevrakis, Consultant Interventional Radiologist; Nigel Allen, Radiology Operations Manager; Pieter Oberholzer, Service Engineer at Canon Medical Systems.