One of the major challenges concerning radiology is to provide competent diagnoses with increasingly faster turn-around times. Thus tight appointment scheduling at the computed tomography (CT), magnetic resonance (MR), ultrasound, and angiography systems is required. To provide a smooth workflow in the several departments as well as in the whole hospital, Siemens developed proactive services like the Guardian Program. Guardian Program is a real-time remote monitoring system which recognizes failure of important system parameters, such as gantry or detector, at an early stage. Through the Siemens Remote Service (SRS) platform, the medical device reports deviations of important components to the Siemens Service Center. The experts at the other end of the line can often immediately solve the problem remotely. If repair is needed which cannot be done from a distance, they can determine, via SRS, which spare part is necessary, so the Customer Service Engineer (CSE) can bring it with him.

At the University Hospital Tübingen, Germany, Siemens supports the workflow with different proactive services for the various Siemens CT, MRI and angiography systems in the Diagnostic and Interventional Radiology Department. "For me, proactive service stands for predictability," says Ayser Birinci-Aydogan, radiological assistant at the University Hospital. Predictability is not only crucial for smooth workflow in radiology, but also for all further steps in the treatment. Based on the service agreement, the hospital’s own service technicians work together with the Siemens service technicians in installing replacement parts, for example. Thus, special technical knowledge is also developed onsite, so a system can be restarted quickly in a serious situation.

Above all, what counts today is medical know-how as well as workflow organization and optimization in order to avoid long waiting times, and fast, competent diagnostics, summarizes Professor Claus D. Claussen, MD, Medical Director of the Diagnostic and Interventional Radiology Department. He regards radiology as a “service provider”. Innovative systems are by no way sufficient. Claussen also expects excellent service from the medical technology providers, and he is not being disappointed: “Here, we all appreciate the competent, preactive Siemens service.”