Medical Device Link.

Originally Published MX January/February 2002

INFORMATION TECHNOLOGIES

ISS in Action

A manufacturer of wheelchairs traditionally sells its products through a direct-sales force, with a call center standing by to take orders from therapists who recommend wheelchairs to patients. In this case, the manufacturer is one step removed from the customer and has no direct influence over the process by which one manufacturer’s wheelchair is recommended over another’s. The patient, by the same token, is also one step removed from the manufacturer and has no avenue by which to compare different products and options. In such an instance, the patient is likely to go with what the therapist recommends, which may not be a product from this particular manufacturer.

The process of ordering a wheelchair typically goes something like the following. A therapist meets with a patient and takes down some vital statistics about the patient’s height, weight, lifestyle, and so on. The patient leaves and the therapist calls manufacturer A. The call center answers and the process begins.

What kind of chair do you want to order?
  Standard Model 100.
Seat?
  Deluxe.
Weight of the patient?
  100 lb.
Height of the patient?
  4 ft 5 in.
Is the patient a child?
  Yes.
That means you need a pediatric chair. I’ll have to start again. Seat? Weight? Height?
  When can I receive it?
Oh. This model is currently out of stock. You can wait three weeks for the next shipment, or we can try a different model.

The therapist probably says thanks and calls manufacturer B, where the process is repeated. The first manufacturer that can answer the questions and take the order efficiently probably wins the business.

By contrast, ISS provides the therapist with access to an interactive Web site that the therapist and patient can view together. The system asks the pair some important questions, some of which the therapist answers and some of which the patient answers. Based on each answer, the system automatically generates more questions specific to that patient, simultaneously educating the patient about the bearing that each answer has on the recommendation of a suitable wheelchair.

After a few questions and answers, the system recommends a wheelchair that meets the needs of the patient. The system then also offers the patient the opportunity to investigate customizable options, such as Jay seating or sports models, and to configure the system in real time, without allowing any errors or missing pieces. Finally, ISS can offer real-time pricing and availability information, and can transmit the order directly to the manufacturer.

Copyright ©2002 MX