“Update or Upgrade”, a question raised many times by the various clinical customer’s we as HTM service professionals provide resource too, can usually result with “interpreted definitions” that are puzzling and confusing. The wording of these phrases “update or upgrade” are many times perceived as something they are not and only become truly realized later down the life cycle path of the device with either an unplanned expense or a device that may not be current in revision level.
In today’s vast medical device technological install base, managing the pathway of “update” is critical in not only maintaining operating system software at current revision levels, it will also enable better planning for its required hardware that may be needed. The notification process of “updates” and their release for install to the medical device is still poorly executed regardless if covered by an original equipment manufacturer (OEM) service agreement or through on-demand service (i.e. device owner managed). The “pitch” around OEM service agreements assuring “updates” to an owner’s medical device does not always “hold water” either. Many times these “updates” are only applied at the next service call or maybe at a preventive maintenance inspection – if ever performed or remembered at all!
And then there is that other word which really confuses everyone – UPGRADE! The definition is a very simple one but can be a “red herring” statement when expressed in the OEM service contract being presented to a device owner. Simply put “upgrades” bring new functionality or feature that did not previously exist with that specific medical device. For example, let’s say an existing installed sixteen slice CT scanner now has software and hardware installed to its original configuration now “adding” cardiac scoring functionality – that’s an upgrade. The cost of this add-on is not included in a vendor service contract and is a billable capital expense to the device owner.
A take away from this week’s blog is a short homework assignment for you, Mr. and Ms. HTM service professional. Pull three or four of your current vendor service agreements and read the T&C’s regarding “updates” and “upgrades” as it pertains to the medical device it covers. Review the service history of that device and see what has been recorded regarding “update” and “upgrade” events. Have all OEM issued “updates” for the device been installed? Quiz your purchasing team and clinical device owner’s as to what they term an “upgrade” and if they believe it’s a provision of the service agreement or a billable capital expense – looking forward to hearing your results!