5 Ways ServiceWorks One is Fixing the Service Model

By prioritizing risk prevention and cost reduction, PENTAX helps customers stay a step ahead.

There are many capitated service agreements, but ServiceWorks One is unique. We’ve redesigned our entire service program around identifying preventable repairs and retraining your staff to ensure those errors don’t continue into the future. Our model doesn’t depend on charging our customers for expensive repairs—it works because we work together with our customers to drive costs down for everyone.

PREVENTING AVOIDABLE ERRORS	REDUCING COSTS AND RETURNING THE SAVINGS	INCREASING EFFICIENCY	MINIMIZING RISK OF INFECTION	MAKING EDUCATION A PRIORITY

Preventing Avoidable Errors

TRADITIONAL SERVICE MODELS

For most service providers, contracts are limited to repair services, with minimal focus on preventive maintenance and training. Since the vast majority of the damage is from simple, repeated errors, this model forces facilities to pay tens of thousands of dollars fixing the same errors over and over again.

During the maintenance process, we are able to correlate the endoscope damage to one of over 5,000 primary repair codes, allowing us to identify whether the damage was the result of improper use, reprocessing, or endoscope care and handling. The specific error is then provided directly to your facility and we provide training for the responsible staff member to avoid future damage.

As part of your ServiceWorks One contract, PENTAX provides regular, on-site maintenance inspections. These inspections allow us to identify any potential issues/risks with the endoscope and offer recommendations for maintenance services covered under your contract.

With ServiceWorks One, you can free your facility from the stress of worrying about easily missed, repeated mistakes that can cost thousands of dollars.

Reducing Costs and Returning the Savings

TRADITIONAL SERVICE MODELS

Fail-fix service models are driven by endoscope repair fees, and so it’s not in the service provider’s best interest to help you perform maintenance or prevent errors that can lead to costly repairs.

Receive 20% discount on contracted repairs and up to 80% in contract rebates for service under-utilization. We designed ServiceWorks One with the most aggressive service-cost reduction program in the industry. Unlike other capitated service offerings, we employ a holistic approach that focuses on training, risk mitigation, and catching minor issues before they become massive repairs.

Because our contracts are capped at a pre-negotiated rate, our customers are not at risk of overspending.  During the term of your contract, each repair is automatically discounted 20% to incentivize routine maintenance and up to 80% of any remaining funds not utilized are rebated back to you on your next contract.  

With ServiceWorks One, your facility can finally avoid leaving money on the table in unused contract costs and you don’t have to worry about overspending when unexpected service events occur.

Increasing Efficiency

TRADITIONAL SERVICE MODELS

Broken endoscopes can interfere with procedures, interrupt workflows, and compromise patient care. Third-party service agreements don’t guarantee uptime or offer same-model loaner endoscopes, leaving clinicians and staff using instruments that are inferior or that can negatively affect the standard of care.

Ensure uptime with preventive maintenance and same-model loaner endoscopes. To help keep your endoscopes performing at their best, regular endoscope maintenance and preventive services are built into every ServiceWorks contract. And when you send your endoscopes for routine maintenance (or repairs), ServiceWorks provides exact loaner models and protection for loaned equipment so your team experiences zero interruptions or downtime. With ServiceWorks One, you can keep your facility running like clockwork.

Minimizing Risk of Infection

TRADITIONAL SERVICE MODELS

Typical service models support endoscope repairs, but don’t help reduce other endoscope-related risks that can impact your facility’s performance. 

Work with dedicated Infection Control Specialists to mitigate the risk of infection and cross-contamination. Most cases of microbial transmission via contaminated endoscopes are due to non-adherence to reprocessing guidelines. The PENTAX ServiceWorks partnership goes far beyond standard service programs, providing industry-leading resources and dedicated Certified Infection Control Specialists to help support reprocessing excellence in your facility. With ServiceWorks One, you can make reprocessing best-practices part of your routine.

Making Education a Priority

TRADITIONAL SERVICE MODELS

For most service providers, staff training is an afterthought—if it’s included at all. This leaves your facility with the burden of ensuring consistent, proper endoscope use across new hires and long-term staff. 

Prevent simple mistakes with ongoing education. With ServiceWorks One, education is at the core of everything we do. From infection prevention and avoiding mishandling errors to onboarding and routine use— we make sure your staff have all the skills and support they need.   Upon installation, your staff will receive expert-led training on endoscope handling and care to build a foundation of expertise. Throughout the length of your contract, our teams provide ongoing education, skills refreshers, and targeted programs for identified areas of interest/need. Relieving your staff of the responsibility of retraining staff and onboarding new team members, we work closely with your team to provide as-needed guidance that makes sure everyone on the floor knows the proper way to handle endoscopes.  With ServiceWorks One, you have the support you need to train like the best.

The industry’s leading service program, ServiceWorks One is built to provide proactive support that minimizes risk and reduces risks across your facility. From the first day, we’ll work with you to tailor the program to your needs and maximize the benefits of your contract.

1. PENTAX Medical data on file. 2. Terhune C. Bacteria taints 71% of commonly used medical endoscopes, study finds. Seattle Times. https://www.seattletimes.com/nation-world/nation/bacteria-taints-71-percent-of-commonly-used-medical-scopes-study-finds/. Accessed February 14, 2019.