From Daily Support to Long-Term Partnership: Making Quality Service an Integral Part of Hospital Operations

“Mindray‘s fast response and continuous communication have been essential to the efficient and safe operation of our operating rooms.”

——— Biomedical Engineering Team, Awal Bros Hospital Botania Batam

Located within a leading Indonesian hospital group, Awal Bros Hospital Botania Batam plays a key role in delivering advanced surgical and critical care services. Its operating rooms are equipped with Mindray WATO Series anesthesia workstations, where reliability is defined not just by individual devices, but by the stability of the entire system.

From Device Reliability to System-Level Support

In an operating room, even minor fluctuations in anesthesia device performance can directly impact clinical outcomes. For a hospital group, expectations extend beyond rapid response to include consistent support across multiple sites and the establishment of sustainable device management practices that integrate into long-term operations.

Integrating Service into Daily Operations

To address these needs, Mindray worked closely with its local service partner to strengthen support at both the device and system levels. Mindray technical specialists engaged directly with anesthesia teams to better understand operating room workflows, identify service and operational needs, and provide timely technical support.

In parallel, Mindray supported its local partner in deploying a resident engineer on the island. This arrangement enhanced service coordination across all three Awal Bros Hospital Botania Batam sites and supported the delivery of services in line with the agreed 72-hour SLA.

Mindray also conducted preventive maintenance and calibration for the anesthesia machines, to support the continued performance of the anesthesia machines in accordance with established maintenance requirements. This proactive approach helped keep the equipment in optimal condition, minimized potential risks before they could impact clinical use, and provided anesthesia teams with greater confidence in daily surgical operations.

A Partnership That Grows With the Hospital

As healthcare systems continue to evolve, the value of service lies not only in resolving issues, but also in supporting hospitals in establishing operational standards and maintaining sustainable long-term operations. Based on this trusted partnership, cooperation continued to grow. 

Operating room expansion projects moved forward, additional devices were deployed, and technologies such as point-of-care ultrasound were introduced within the hospital.

At the same time, the service practices developed through this collaboration were gradually extended to other hospitals within the group. By sharing service management experience in dedicated service support, preventive maintenance, clinical workflow engagement, and response management, Mindray supported the group in promoting more consistent service practices across its hospital network. This further strengthened mutual trust and created a stronger foundation for long-term cooperation.

Building on this foundation, the scope of cooperation naturally expanded. Operating room expansion projects progressed, additional devices were introduced into clinical practice, and new technologies such as point-of-care ultrasound were adopted within the hospital. These developments reflect how service can extend beyond operational support to become an enabling force for clinical advancement and long-term growth.