ABSTRACT
In theory, an organisation could commission a service agent to provide any pattern of equipment support they wanted. In practice, options are limited to what can be delivered affordably and sustainably. Most medical equipment is purchased for the long term, and service contracts become an arena for negotiations between the interests of the purchaser and those of the maintenance provider. For the user, factors determining which type of contract to take up are similar to those used when assessing maintenance and support needs as set out in Chapter 8, namely, the nature of the device, facilities available and the costs and risks of equipment failure. The organisation must balance clinical, health and safety and corporate risks against potential financial savings. For the service provider, any maintenance support must be delivered profitably in the context of their overall market and portfolio of contracts. The most expensive elements involved in delivering service contracts are people, parts and the logistics of bringing them together at the right time and place. Delivering standard packages of maintenance limits administration costs and provides greater predictability, helping servicing providers with service continuity. A good relationship between purchasers and providers is vital, with effective partnership working being in both their interests.
