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Tales from Customer Service – Autoclave Delivery April 09 2015


In our previous blog post, we mentioned a situation where a medical office manager   purchased their autoclave from one of the “wimpy other guys.”   The company uses a questionable delivery service and in this instance, the deliveryman forgot his delivery cart so he rolled the very expensive autoclave on the ground, end-over-end, into the facility. There is more to this story that we would like to share with you. 

In a fit of rage, the office manager called us. We assumed it was our sale and as we prepared to assist the customer, they informed us, “well, I didn’t buy it from Monstermed.com.” We replied, “If it is damaged, you need to contact the company you purchased it from.” To our surprise, she replied, “I did…and they will do nothing about it!” No wonder she was upset, wouldn’t you be?   She was calling us to see if there was a way we could help her. We at Monstermed.com always go the extra mile to ensure our customer’s satisfaction.   But in this instance, the office manager did not purchase the autoclave from us…did we turn her away…Of Course Not!   We were there to pickup our competitor’s customer service. 

When Kathy called Nichole, one of our extremely talented Customer Service Representatives, saying that one of our competitors told her that the damages to her newly purchased Midmark M11 Autoclave were her (Kathy’s) fault, Nichole was disturbed that Kathy was treated that way. Kathy is the same customer that watched the delivery man roll her unit into the office end over end. I guess for our competitors, the customer is not always right. 

Kathy did not want to deal with that competitor anymore and wanted to purchase her unit from us. Nichole immediately sprang into action and told Kathy exactly what she had to do. Kathy’s new Midmark M11 Autoclave was packaged and ready to ship before they hung up the phone. Nichole then called our Shipping Representative in advance to make sure that this unit would be shown the handling respect that it needs. Our Representative called ahead to the delivery terminal in Kathy’s area, and spoke with her normal delivery man who assured our Representative that he would “handle with care”. 

Kathy received her new Midmark M11 Autoclave from MonsterMed two days later in perfect condition. There was even a little extra surprise in the package just to make her day brighter. After a long battle, with our assistance, Kathy did receive credit from our competitor on the damaged unit but has chosen MonsterMed.com for all of her medical equipment needs.

 

 


Shipping and Handling of your Newly Purchased Autoclave April 07 2015


If you are one of the many awesome customers who have purchased a Midmark Autocalve or Tuttnauer Autoclave from MonsterMed, you are sure you are completely satisfied with your order. How do we know this?   Easy…we are autoclave-shipping pros!   If you choose to purchase your system from one of the “wimpy other guys,” you run a chance of having your system damaged. We’d like to take a moment to share some information on autoclave shipping. 

Simply put, shipping an Autoclave is difficult. Why?   There are four main reasons…Autoclaves are Large, Heavy, Expensive, and Fragile. We have heard horror stories from physicians including one office who decided to purchase from a company other than MonsterMed.com. When their autoclave arrived, they watched in awe as the delivery man, who had forgot his delivery cart, rolled their newly purchased Midmark M11 Autoclave into their facility, on the ground, end over end. Due to the large size of these units, they are not always handled with care, so it is very important to inspect your unit when it is delivered. This way, if there is any damage, it can be reported immediately or refused. When unpacking your Sterilizer, we recommend two or more people to lift the unit. It is very important not to lift the Autoclave by the door handle or the water reservoir cap.   Systems like the Tuttnauer EZ11plus Autoclave, have large handles that are very tempting to grab. These handles are not meant to burden any weight from the top or bottom and will often bend or warp making the door seal broken. 

Staying in compliance with the manufacturer guidelines for maintenance is a must and can add years to the life of your system. For the Midmark M11 Autoclave, it is recommended that on a weekly basis, the water reservoir is drained, trays and racks are washed using mild soap and fresh clean distilled water is put in. On a monthly basis, the system should be flushed and the filter screens should be cleaned. For the Tuttnauer EZ11plus Autoclave, on a daily basis the door gasket and outside rim of the chamber should be cleaned with a mild detergent. On a weekly basis, clean and descale the chamber, copper tubes and the reservoir using their Chamber-Brite Autoclave Cleaner. 

The best way to keep your Autoclave operating at the highest level is to respect it. This is an investment for your office and it should be treated that way. MonsterMed only carries Ritter by Midmark and Tuttnauer brand Autoclaves, because they are the best in the industry. They should last you a long time with proper treatment and that is something that everyone can respect!

 

 


Healthcare Associated Infections and Prevention May 02 2014

According to the World Health Organization, Healthcare Associated Infection (HAI) effect 7 out of 100 people hospitalized in developed nations. Around 30% of all ICU patients will suffer from at least one healthcare associated infection while hospitalized. An important discussion point is while these infections range in severity, most cases of HAI may have been prevented with proper safety measures and sanitation protocols.  Below are a few ideas for disinfecting and sterilizing in surgical settings.  

First, be sure to keep patient areas clean.  All surfaces should be cleaned with a disinfectant solution that meets standard kill time guidelines.  Traditionally, disinfectants have been sprayed on surfaces, left on for the optimum kills time, then wiped with a cloth or towel.  Disinfectant wipes, impregnated with disinfectant solutions have become very popular in recent years.  Pop-top tubs, similar to those commonly used at home, are popular in healthcare today as they are usually contained within a wall-mounted holder. 

Next, used medical disposables should be properly disposed of.  Most medical offices today utilize red biohazard waste receptacles with red biohazard trash liners to for used waste that could carry infection.  It is also common for medical practices to inventory a spill kit which contains all items, such as gloves, small shovel, waste solidifier and other items necessary for a blood spill. 

Used medical reuseables, such an stainless steel surgical instruments, should be treated to remove visible particulate matter.  This may be achieved by use of an Tuttnauer Ultrasonic Cleanersultrasonic cleaner.  Like those offered by Midmark and Tuttnauer, Ultrasonic Cleaners use cavitation bubbles caused by high frequency sound waves traveling through a cleaning solution to remove contaminants on the surface, and deep in the cracks or pores of the item being cleaned.  A cleaning solution should be used in the water of the Ultrasonic Cleaner.  

Using an Ultrasonic cleaner should remove visible contaminants off instruments, prepping them for sterilization.  Sterilization is the process of killing all organisms on or in medical reuseables.  Sterilization can be accomplished in a few ways, depending on guidelines for the specific product.  Cold sterilization is the process of soaking items within an germicidal sterilizing solution for a given amount of time, killing bacteria and viruses.  Also as common is the use of an Autoclave Sterilizer. Autoclaves use steam and pressure to kill bacteria and viruses. It’s important to follow all of the manufacturer’s instructions to assure sterilization takes place. 

As more is being found everyday regarding Healthcare Associated Infections, it is essential to continue education on proper techniques for cleaning and sterilization.  

 

Sources:

http://www.who.int/gpsc/country_work/gpsc_ccisc_fact_sheet_en.pdf

http://www.cdc.gov/hai/

http://www.health.gov/hai/prevent_hai.asp