We know that when a customer calls us about an issue with one of our devices, it’s personal. It impacts a patient. I like to say, “It’s not a device failure, it’s now a patient that has to retake a procedure.” So, if a product isn’t functioning as it should, that’s impacting a life.
That’s why the Gastrointestinal & Hepatology Technical Services team is so focused on solutions. Product reliability is part of the Medtronic Mission. When you call us, you won’t get tangled in a phone tree and tossed from one person to the next. You’ll reach a subject-matter expert directly. And if there’s an issue with our device and we can’t resolve it, our next call is to our research and development (R&D) team. Together, we work hard to make things right.
Here’s a great example of this. Awhile back, I was visiting hospitals and clinics in New Orleans, and learned that a customer was having difficulty with one of our devices. The signals in the hospital were interfering with the device and the customer was frustrated.
So, I met with the head nurse and office manager to understand their concerns. I said, “Give us some time and we’ll work with R&D to figure this out.” Within a week, R&D devised a way to improve product performance.
With our Mission as our foundation, we always do our best to partner with you so your patients receive the best possible care. Going the extra mile is not the exception, it’s the rule for us. Our ultimate goal is to always “Improve the patient experience!”
We’re here for you — and your patients. If you ever encounter an issue with a Medtronic Gastrointestinal & Hepatology device, call us at 1-800-448-3644 option 3. A subject matter expert will be available on weekdays from 7 a.m. to 10 p.m. EDT and weekends from 9 a.m. to 5 p.m. EDT.
John Chrisentary is the senior Technical Services manager for Medtronic Gastrointestinal & Hepatology. He holds a doctorate of Management-Organizational Leadership and has been working on improving the patient experience in the medical device industry for more than a dozen years.