Minimising blood gas analyser downtime at Whitehorse Hospital with remote support

Radiometer Live Connect Remote Support enables on demand service

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While our ABL90s have been reliable, it’s good to have a partner if we ever do need any help. The customer service experience with Radiometer has been very smooth. We recently had a software update, and I was a bit worried at first. However, I received an upfront estimation of how long things would take from our service expert who made the whole process stress-free.”

- Mike Parker, lab technician, Whitehorse General Hospital, Whitehorse, Canada

Avoiding blood gas analyser downtime with Radiometer remote support

Marlene Croken was just taking over her new role as the Core Lead for Laboratory Services in the fall of 2019 when Whitehorse was installing new ABL90 FLEX PLUS blood gas analysers from Radiometer.

When changes needed to be made to patient reports during the go-live process, Marlene and her team at Whitehorse were able to take advantage of the Radiometer service platform for current and next-generation remote services: LIVE Connect Remote Support.

Remote support for blood gas analyzers from a laptop 2400 km away

“When I received the request from our clinical applications team at Whitehorse, I was over 2400km away,” says Mike Peta, Radiometer Field Service Engineer.

LIVE Connect helps enable Mike to figure out solutions to challenges from his computer. In some cases, he may not even need to go to the hospital. From his laptop, Mike was able to remotely access Whitehorse’s analysers via LIVE Connect Remote Support and make the necessary changes immediately, avoiding any potential downtime due to travel.

Positive impact and continued benefits for Whitehorse Hospital

According to Mike Parker, a lab technician at Whitehorse, LIVE Connect Remote Support continues to have an impact on the operations of the laboratory services team at Whitehorse.

“While our ABL90s have been reliable, it’s good to have a partner if we ever do need any help. The customer service experience with Radiometer has been very smooth,” says Mike Parker. “We recently had a software update, and I was a bit worried at first. However, I received an upfront estimation of how long things would take from our service expert who made the whole process stress-free.”

But it’s the patients that benefit the most

When asked about the benefits of LIVE Connect Remote Support, Mike Parker says, “I definitely benefit from the service we’ve received from Radiometer, but the patients are ultimately the ones who benefit most.”

About the hospital

  • Whitehorse General Hospital is part of Yukon Hospital Corporation
  • Primary acute care center
  • 56 beds and staff of 540
  • Provides a full range of care, including 24/7 emergency care, inpatient and ambulatory care, surgical services, cancer care, visiting-specialists clinics, therapy and lab services and advanced diagnostic imaging
MAPSSS-000532 R3

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