Imaging equipment partnerships built by listening and responding to needs
Time is short and pressures are high – yet by having quality diagnostic imaging equipment in place, demands of busy working days in the health service can be eased. Over 80% of respondents to a new Canon Medical Systems UK customer satisfaction survey* felt that they were understood and genuinely cared about, with the products, service and support they have chosen enabling them to do their jobs as well as possible. This is four out of five sonographers, radiographers, imaging service managers and radiologists feeling that they have an imaging partner that understands the current challenges of healthcare, the NHS and its patients.
Product performance was cited as the key reason NHS and independent healthcare users and decision makers selected Canon Medical UK as an imaging partner, with quality of equipment and support being the most valuable elements of the relationship. Customer service and clinical training also scores highly in the independently run bi-annual customer survey, with ‘responsiveness’ and ‘easy to do business with’ frequently mentioned.
There has been a shift in tone since the last survey of this kind in 2018, reflecting the impact of the Coronavirus pandemic stretching frontline diagnostic imaging personnel. An onus on working to alleviate common pain points experienced by imaging departments, as well as preparing for the future via healthcare innovation is now key. This could include expansion of remote support services to pre-empt equipment breakdowns early; innovation in applications enabling more patients to be seen during the working day; the development of AI-assisted technology for greater image quality at low dose to enhance clinical confidence first time without retakes; and automation of routine workflow steps, freeing up time to focus on more complex procedures or cases.
“Focusing on what is important to our customers, now and into the future is at the heart of Canon Medical UK’s company philosophy. We are listening and responding with quality imaging innovations that help speed up processes or create time efficiencies, at the same time as ensuring equipment is reliable and uptime is kept high. Indeed, our customers still rate our service and support highly, with 91% of customers getting the technical support they need,” states Mark Hitchman, Managing Director at Canon Medical Systems UK.
“Our employees go the extra mile – they are trained to offer the best knowledge and expertise in their respective fields. Training and education remain important to ensure that our customers can use their imaging equipment to full potential and benefit daily from the depth of functionality available on new and evolving product solutions. We are also developing our online education offering to ensure that our customers have access to a wide variety of resources that will assist them in their ongoing professional development,” adds Mark Hitchman.
Picture caption: Over 80% of respondents to a new Canon Medical Systems UK customer satisfaction survey felt that they were understood and genuinely cared about, with the products, service and support.