A computerized maintenance management system (CMMS) is a tool that can improve overall medical equipment management at the facility level. The information included in a CMMS varies depending on the individual situation but always includes the medical equipment inventory and typically includes information such as service history, preventive maintenance procedures, equipment and performance indicators, and costing information.
TechNation contacted CMMS leaders in the health care sector to find out more about CMMS options and features for HTM professionals. Participants are:
- Phoenix Data Systems Inc. Vice President of HTM Consulting Al Gresch
- TruAsset Director of Business Development Amanda Moser
- EQ2 HEMS Product Manager Rich Sable
- FSI CEO Zachary Seely
- Accruent Product Line General Manager Hayley Wick
What should HTM professionals look for when purchasing a CMMS?
Gresch: In today’s health care environment, it really comes down to two questions that need to be answered:
- Can my CMMS help me streamline workflows and automate processes to help my team be as efficient and effective as possible, so I can not only easily meet regulatory compliance, but also save significant time and money?
- Does my CMMS partner have the industry expertise to help me optimize my data and operations consistent with industry best practices?
- With the immense pressures to reduce costs and meet the needs of the organization with fewer qualified people to fill key roles, these are essential to your success.
Moser: Anyone who is looking to switch CMMS programs should first evaluate the current process and compile a list of features they are seeking, challenges they are looking to overcome, and requirements that they must meet to obtain the necessary approval to move forward. This allows them to pare down the many options available and maximize their time during the evaluation process. A CMMS solution should provide tools for compliance, efficiency for all user levels, and great customer service and training options.
Sable: HTM professionals should look for a CMMS that presents data and information (especially in reporting and dashboards) in the format that fits the needs of technicians, management and the hospital as a whole. Also important is the ability to interface with other information systems such as cybersecurity, procurement, real-time location services (RTLS), test equipment like electrical safety analyzers, and other systems. This includes smaller basic applications, all the way up to larger, more robust systems like ServiceNow. Since the CMMS contains full inventories, the interfaces can leverage this information to automate workflows or enhance technician productivity. For example, ordering parts from within the work order, updating the location information for a device scheduled for PM to reduce time searching for assets, or creating work orders or alerts for assets affected (or potentially to be affected) by a cybersecurity event. Finally, having a mobile application will enhance the benefits of the interface for the technician as real-time alerts or orders can be accomplished in the field; and having one that also works while offline improves productivity since the technician can still access and update work orders.
Seely: While there are several CMMS providers on the market, one-size does not fit all – true value stems from a healthcare-specific CMMS/EAM that integrates across several HTM systems (materials/parts ordering, device testing, asset location tracking, device calls, and network device security). A seamless solution saves teams resources in areas that are always top-of-mind: constrained staffing and budgets.
Wick: A purpose-built health care CMMS addresses the specific needs of hospitals and other health care organizations. It provides a single source of information easily accessible and customizable, empowering maintenance teams to streamline workflows, automate processes, ensure data integrity, enhance work documentation, and offer key stakeholders data-driven insights into the asset life cycle through easy visualization of critical KPIs. It ensures equipment remains operational and reliable, while improving cybersecurity, maintaining compliance, and helping facilities and biomedical teams to meet daily production expectations, all towards a more efficient operation and better financial performance over time.
How can a CMMS help address cybersecurity concerns?
Gresch: The first way is to make it simple and easy to capture all data relative to a device’s network connectivity and software vulnerabilities. The second is to have comprehensive, bi-directional integrations to cybersecurity and network monitoring platforms. When hit with a cyberattack, time is money, so the sooner you can identify and remediate affected devices, the better. Some are using these integrations to not only ensure device security, but also monitor equipment utilization that can feed into capital replacement decisions.
Moser: A CMMS solution can provide integrations to security companies to allow the HTM professional to evaluate potential risks and develop a smooth process to resolution of any concerns with a solid paper trail to document actions that were taken or reasons why actions were unnecessary. The CMMS itself should also have measures in place to protect client data as an industry standard.
Sable: A CMMS contains many important cybersecurity details that are helpful for prevention and mitigation of an incident. It contains all the hospital assets that are connected to the network and identifies those with ePHI data. With data attributes for network fields stored in the CMMS, it’s easier for the HTM manager or cybersecurity team to query devices with certain operating systems, software and revision level along with MAC address, IP address, and Application Entity (AE) Title information. When the CMMS is interfaced to a cybersecurity application, the cybersecurity application can update the network information in the CMMS or create work orders for recalls or alerts for devices experiencing malicious activity or in need of a patch. It can tell you where the device is located, who supports it, and even whether it’s in use. Our CMMS, HEMS, can also alert the user when new equipment is added to the network; and several IT data points are automatically updated in HEMS as well. Finally, if your CMMS is hosted in the cloud as part of a SaaS arrangement, you will want to make sure that it is with a major provider dedicated to security such as Microsoft Azure, Google Cloud or Amazon AWS.
Seely: A CMMS should be a centralized hub for integrating across all your HTM systems –today, there are more devices and more connections, leading to increased vulnerabilities and oftentimes fewer resources for managing cybersecurity risk. When correctly implemented, your CMMS is a gateway for cybersecurity management – providing real-time insights into risk through creation of notifications and work orders. FSI recently partnered with Cynerio, a leading platform for health care cybersecurity, building an integration that focuses on the management of connected medical devices, automating the creation of work orders for the identification of vulnerable assets and their proper assignments within our CMMS solution’s normal workflows.
Wick: The health care CMMS should seamlessly integrate with leading cybersecurity solutions to identify issues before attacks occur and track remediation or mitigation efforts. It should facilitate creating or updating standard operating procedures (SOPs) for onboarding, maintaining and retiring equipment. It should also automate the calculation of cybersecurity risk per device based on attributes such as the type of information handled and connectivity. Additionally, it should monitor the network traffic and the information going to and from devices, send alerts to the appropriate staff for any unusual activity, and offer advanced reports to stay ahead of vulnerabilities, protecting the organization, its assets and its patients.
What are some must-have features HTM should require of CMMS?
Gresch: We’ve touched on some. Automation of processes, integration capabilities to cybersecurity platforms, real time location system technologies, enterprise resource planning software, IoT devices, configuration management database/IT ticketing system like ServiceNow, recall platforms, time/resource platforms and automated test equipment are all important to streamline and optimize workflows. Parts and contract management, mobility, and a comprehensive and easy to use reporting and dashboarding packages are also key to effective management of the HTM function.
Moser: HTM departments are often running lean and one of the most important features should be a user-friendly platform that offers a quick and easy documentation process for the technicians so that they may maximize their productivity and spend more time with their hands on equipment than on a keyboard. Also, the ability for facility staff to submit work requests in a quick and convenient way, managers to be able to access necessary KPI metrics and reporting, and a way to track capital planning and compliance data without spending weeks preparing for an inspection.
Sable: One feature HTM should require of CMMS is the ability to use the CMMS in the field with a mobile application because this will enhance technician productivity as mentioned above. Another feature would be the ability to order parts from within the work order, making the workflow more efficient. Dashboards for the technician, manager, end user (nurse, clinician), and alternate equipment management (AEM) simplify work and increase productivity and feedback on the performance for both the individual and department. With staffing challenges, the CMMS must provide workflow improvements designed specifically for technicians such as handling “unable to locate” devices and the ability to transfer assets to other healthcare delivery organization or lines of service (HTM, Facilities, IT).
Seely: First and foremost, a CMMS for HTM should assist in regulatory compliance, providing tools and features that help ensure adherence to health care regulations and standards. A CMMS should excel in core features such as asset management, work order management, preventive maintenance scheduling, inventory management, and reporting and analytics. Some innovative capabilities your CMMS should have, integration capabilities, mobile access and tools, user-friendly interface, AI adoption, and security features. All the above features and capabilities provide a comprehensive solution for HTM teams to address compliance, revenue protection and operational efficiencies.
Wick: HTMs should expect their CMMS to have robust features that streamline complex asset and workplace management challenges. A CMMS should offer advanced procedures and sub-procedures that ensure a comprehensive maintenance workflow complemented by dynamic custom forms, process logic, and automation. Cutting-edge dashboards and reports are crucial for real-time insights, alongside superior implementation and support services to facilitate smooth operations. Furthermore, a CMMS should have comprehensive compliance capabilities, providing thorough documentation and visualization for all system components and supporting seamless audits and inspections. Security is also paramount, with the need for integrated data security tools to safeguard information. Innovative asset management tools are equally important, including asset scanning and a mobile-first approach to enable end-to-end work order management while ensuring data integrity. A CMMS with these features helps empower HTMs to thrive in an ever-changing health care environment.
How can AI improve CMMS?
Gresch: Greater standardization (nomenclature, CMMS codes, processes and procedures), AEM automation, VR training, predictive maintenance integrations from smarter equipment, and automated staffing analyses are just some ways AI can improve CMMS.
Moser: Possible AI implementations could include predictive maintenance, automated workflows, duplicate reductions, compliance watchguards, and data driven insights. Something as simple as reducing duplicate vendors and manufacturers can be invaluable in reducing administrative time constraints. More time working on equipment and less time in front of a PC.
Sable: AI can be used to simplify certain functions of the CMMS to enhance productivity for managers and technicians. One area is an AI-based HELP system where questions can be entered; the HELP system will present the user with the requested information as opposed to manually searching the HELP menus or manuals. Another use is for text-based custom report building using AI where queries can be entered and the system creates the desired reports; this eliminates the need to learn a report design application. The CMMS can leverage AI for monitoring metrics in the system and then alert managers and technicians immediately for parameters that are out of limit or critical trends on an asset’s performance. This way, AI can optimize maintenance planning and spare parts ordering for your inventory. Additionally, hospitals are beginning to look at hospital-wide AI where rather than each application doing its own AI services. This way there is one overall AI analyzing information and data from all sources together. So, it is a good idea to make sure that you have a CMMS that will be able to connect into that AI system.
Seely: Incorporating AI into CMMS solutions addresses challenges like data access, workflow inefficiencies, regulatory compliance, cost management, and safety risks. AI enables predictive analytics and machine learning to forecast equipment servicing needs, preventing costly breakdowns. Additionally, an AI-driven CMMS automates routine tasks, streamlines inventory management, and offers insights to enhance operational efficiency, increasing asset lifespan and reducing costs. If used properly, AI improves the experience to have efficient access to the data to make effective informed decisions. Looking ahead, FSI plans to leverage AI to improve the overall user experience and HTM efficiency. We’re committed to using AI responsibly to revolutionize workflows and drive innovation in the healthcare maintenance and HTM markets.
Wick: Customers can leverage AI to identify equipment trends such as failures, downtime, and usage increases. It can also be used to understand equipment life cycles, enhance capital planning, and understand equipment end-of-life expectations. Technicians can leverage AI to identify the correct parts to have on hand when responding to a work order and use it for guided troubleshooting.
How can biomeds upgrade their CMMS to meet the ever-evolving needs of health care?
Gresch: The first is to ensure you have clean, high-quality data (including equipment nomenclature and a consistent, clearly defined set of CMMS codes). Putting bad data into the best CMMS will result in less-than-optimal functionality. The second is to find a partner that not only offers all the functionality listed above, but also has the knowledge and expertise to assist you in optimizing your processes.
Moser: One great way is to select a CMMS solution that listens to their customers. If you find a company that hears what the HTM community needs and makes continual changes to meet those needs, it won’t be necessary to shop around as often or risk working in an outdated application. Discuss with any potential CMMS solution what some of the changes they made were to their program and always evaluate what upgrade costs will be in the future as many times a program becomes outdated because of upgrade expenses not fitting the budgetary allotments and being cut. Then, over time, HTM departments are backed into a corner where their version is not supported, and the funding isn’t readily available to make the upgrade.
Sable: First, I recommend making a list of features that you want to add to your CMMS and ask your current vendor if they have solutions that can be added to your current system or if they have a new version of the CMMS. If your current vendor does not have the desired solution, then you can begin searching and scheduling demonstrations with other CMMS vendors to find products that can meet your current requirements and a new vendor that can meet future requirements. It is important to identify CMMS vendors with extensive experience in health care for biomed, since the requirements are so unique compared to any other industry. Look for a CMMS provider that is exclusive and responsive to hospitals and their needs. You’ll need to present a replacement plan to your executive leadership clearly outlining the costs and benefits to the organization focusing on patient safety, regulatory compliance, and cybersecurity along with increasing biomed efficiency and productivity. Finally, ensure your prospective vendor has a good track record of interfacing with other information systems because the CMMS is the hub and additional features and workflows will come from other systems like cybersecurity, service manuals, recalls, etc.
Seely: Biomeds should consider a CMMS that can evolve alongside with those needs – what a CMMS offered 5 years ago, or even 6 months ago, may not be as relevant in today’s health care setting. For example, we heard from HTM professionals at AAMI eXchange that integrations related to device testing were a top priority for efficiency and compliance – our product and customer success teams have shared goals of incorporating customer/industry feedback into our product roadmap, specifically designed for health care service operations and support.
Wick: Significant CMMS enhancements will address top-down digitalization pressure and reduce long-term health care costs. Tools that support lean maintenance practices can bridge gaps caused by worker shortages. Technologies that enhance mobility, data integrity, visualization, and documentation accuracy are crucial for compliance and proactive maintenance. Centralized data with a single source of truth and broader integration capabilities will strengthen cybersecurity. Finally, highly configurable solutions tailored to user experience and specific organizational needs will provide the best fit.
What else should TechNation readers know about CMMS?
Gresch: Often, decision makers will listen to a polished and effective sales pitch without asking the pertinent questions about delivery and implementation. This can cause meaningful disappointment by purchasers of some CMMS systems. More specifically, technician’s labor is between 65-80% of the HTM department budget. You will want to partner with a vendor who is committed to a quality product and implementation that facilitates labor efficiency and potential cost reduction. Lastly, be aware of the total cost of ownership for the CMMS. Understand not only the upfront costs, but what additional fees you may incur over the life of the CMMS.
Moser: There are many thriving CMMS options out there. The process of any software change can be scary and cause hesitation. There is also the expense of import, training, licensing, and continual support. Not every CMMS is the same and some are more affordable than others and, at times, can work with you to help you make the needed changes to continue to move forward with technology.
Sable: A CMMS can certainly exist as a standalone application to manage your assets, work orders, regulatory compliance, parts inventory, and automated workflows, and some clients still implement their CMMS in this fashion to start, knowing that advanced functionality can be added at a later time. Interfacing with other information systems further increases the workflow efficiency and staff productivity along with better data integrity and addressing cybersecurity concerns of the devices managed in your CMMS. Artificial intelligence is the next evolution to CMMS, and AI can leverage the CMMS data and data from other systems for better asset management, predict failures and parts inventory needs, improve capital planning, and suggest planned maintenance scheduling. EQ2’s HEMS CMMS is ready for this new frontier of asset management and many clients are requesting and adding the mentioned functionality to their existing HEMS/CMMS system.
Seely: A CMMS is a core operations tool – when correctly implemented and designed to meet the specific needs of HTM departments, a CMMS will alleviate daily challenges around documenting ITM activity (including retests) for compliance, making financial decisions, ensuring devices are safe for patient use and creating time and cost-saving opportunities for BMETs and admins.
Wick: Many hospitals are using legacy CMMS solutions that primarily handle work order management, do not integrate with other systems throughout the organization and lead to a cycle of waste and redundancy. To keep up with the times, health care systems need to modernize their CMMS to improve mobile capabilities, reporting and analytics and automate workflows within and between departments for superior user adoption and experience. It is also critical that the CMMS be able to manage cybersecurity initiatives, AEM programs, equipment capital planning and the complete asset life cycle. A truly modern health care CMMS can connect and transform your HTM, Healthcare Facilities Management, Supply Chain and IT departments to transform the patient experience and ensure ongoing compliance with policies, laws and regulations.
