Release date: 2015-07-13
Although China's medical device industry has developed rapidly in recent years, the R&D and after-sales service levels are at a low level. Experts suggest that medical device companies focus on the after-sales service field, saying that the after-sales service packaging model will be the future import and domestic product competition medical device products. A big weapon in the market.
A hospital in Xinxiang City, Henan Province, purchased a domestic color-controlled machine three years ago. After more than a year of use, the machine probe has problems. So far, there is no work. The reason is that the maintenance is difficult. For this reason, the hospital is no longer willing to spend any more money. Purchase domestic medical equipment. However, Henan Yuanyang County People's Hospital has the opposite experience. In 2009, the hospital invested 3.6 million yuan to purchase a foreign-funded brand color ultrasound machine. In order to ensure the normal operation of MRI, it also spent 120,000 yuan to purchase after-sales service. Although there are faults during the use of the machine, the machine is used normally for a long time because of the timely after-sales service.
In the eyes of the industry, these two examples truly reflect the status quo of the domestic medical device industry: the level of after-sales service needs to be improved.
Wang Baoting, president of the China Drug Supervision Research Association, pointed out that there are obvious gaps between domestically produced independent intellectual property medical devices and developed countries. Some high-end domestic medical device products are behind the international advanced level for about ten years. Especially in the after-sales service, most domestic medical equipment companies still stay in the expansion of production and sales, lack of after-sales service management. The manufacturer does not pay attention to the maintenance team construction, and the machine is not repaired in time. The after-sales service of products of multinational equipment companies is mostly in place.
Although domestic high-precision digital medical equipment has an advantage in price, many manufacturers are reluctant to purchase domestic digital medical equipment because they only pay attention to equipment research and development and despise after-sales service and training. Some large hospitals have reported that some medical device manufacturers have not provided reasonable preventive maintenance programs for hospitals, and have not conducted on-time inspections, telephone interviews, and maintenance, and have rarely trained hospital technicians.
"If domestic medical equipment manufacturers do not pay attention to it, do not establish and improve the after-sales service team and technical training and supporting system in advance. Although there is a market, it will inevitably encounter the embarrassing situation of 'can afford, can't use' in the future." Henan Province Meng Qingyuan, Yuanyang County People's Hospital said.
Meng Qingyuan said that the warranty coverage of some domestic medical device contracts does not include all the parts of the equipment, the warranty contract price is too high, and technical advice is not provided. Most of the domestic high-precision instruments do not have a professional sales team. Only a few people are represented. When there is a problem with the equipment, no one cares about it. Even the manufacturers can't find it. The complaint is even more sloppy. In particular, telemedicine is gradually spreading in a large scale, and the grassroots needs a large number of high-end equipment. If the after-sales service of the equipment cannot be put in place in time, the mobile medical network will have problems.
The reporter found that some hospital officials said that if there is a perfect after-sales service system to ensure the safe operation of equipment, the hospital is willing to purchase domestic medical equipment, domestic medical equipment will have a huge market space in China.
At the same time, due to the technical advantages of imported products, some large hospitals have to adopt some imported products. According to Li Xiaolong, product manager of the marketing department of China Medical Devices Co., Ltd., most imported brand medical devices are subject to monopoly services after sale, and there are technical barriers. The maintenance pricing is determined by the foreign party, and the after-sales service profit is 50%.
"In the face of the expanding market, domestic enterprises must work hard at the after-sales service to grab this piece of cake." Li Xiaolong believes that the after-sales service packaging model will be a great tool for the future competition of domestic medical device products and imported products.
Li Xiaolong told reporters that China Medical Devices Co., Ltd. is carrying out an after-sales service integration package service model innovation, that is, after the sale of medical device products, through the maintenance of after-sales service, resource integration and personnel training, while creating a technology platform to provide comprehensive hospitals service. The company has tried equipment packaging services in Shandong and Inner Mongolia, and explored equipment in imaging, hemodialysis, disinfection, endoscopy and other equipment. Through policy guidance, customer needs, market regulation, from the pure product distributors, traders to product + service transformation.
In terms of after-sales service, Meng Qingyuan suggested that domestic medical device companies should establish a high-quality service team and set up sufficient fixed-point service agencies and expert tour service teams. Carry out equipment maintenance insurance business, strengthen service concept, improve maintenance technical service, so that the interests of both parties can be played and maintained, and at the same time, through training, strengthen the operation ability and maintenance level of grassroots medical technicians, and timely solve equipment through network services. problem.
Source: Economic Information
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