“This is the first time Mindray's anesthesia machine has been installed in our hospital. At first, we had doubts about the quality of the equipment. However, with the continuous communication and cooperation of the service team, we dispelled the customer's concerns and gained more and more confidence in Mindray's equipment.”
— Biomedical Engineering Department, RSCM
RSUP Nasional Dr. Cipto Mangunkusumo (RSCM) is one of Indonesia’s most prestigious national public hospitals, affiliated with the Faculty of Medicine at Universitas Indonesia, and serving a triple mission of healthcare delivery, medical education, and research.
The hospital’s operating rooms are equipped with Mindray A8 Series anesthesia workstations. Both clinical and biomedical engineering teams operate under rigorous standards, placing consistently high expectations on system performance and service quality.
From Service Delivery to Value Creation
Over time, service evolved into a layered model that supports hospital operations across multiple dimensions:
Ensuring Consistent Performance
To help the hospital maintain stable and reliable equipment performance, Mindray assigned a dedicated Service KA to coordinate service delivery and continuously optimize the support process.
Through structured training programs for BMEs and end-users, the hospital team strengthened its capabilities in equipment operation and management. This contributed to more standardized equipment management practices and supported the smooth operation of critical clinical workflows.
Strengthening Partnership Through Transparency
Mindray placed strong emphasis on understanding the needs and feedback of clinical key opinion leaders and the Head of BME. Regular service reviews, including annual service plans and service reports, were conducted to keep key opinion leaders informed of service progress and improvement actions.
This closer collaboration supported ongoing dialogue between the hospital and Mindray and reinforced a service relationship based on transparency and mutual trust.
Extending Impact Beyond the Hospital
Mindray also supported the hospital through value-added service activities beyond routine maintenance. The Head of BME was invited to join Mindray’s Global STAR Clinical Engineering Webinar, where BME leaders shared hospital management experience and best practices across regions.
In addition, clinical key opinion leaders were invited to visit Mindray headquarters to explore how Mindray solutions are applied in hospitals worldwide. These activities helped broaden the hospital team’s global perspective and provided opportunities for professional exchange and knowledge sharing with peers from different regions.
Service continues to expand beyond its traditional role, becoming embedded in hospital operations and driving sustainable growth and deeper collaboration.
