ISS Solutions
Elevating Healthcare through Innovative Medical Equipment Services

In today’s world, medical equipment is critical to effective patient care, but ensuring it is safe and reliable and properly managed requires expertise to strike the right balance among clinical, regulatory compliance, safety, cybersecurity, and asset management considerations.

ISS Solutions, a prominent player in the healthcare technology management (HTM) industry, has provided world-class clinical engineering and biomedical equipment services for over five decades. Over the years, the company has continually reviewed and refined its HTM solutions to achieve industry best practices, add new features and services to help its healthcare clientele eliminate unnecessary support costs without impacting service quality or patient care.

What distinguishes ISS Solutions from other independent medical equipment service organizations is that it is wholly owned by Geisinger, a highly respected integrated delivery network. This enables the ISS Solutions team to appreciate the intricate blend of clinical, operational, and regulatory demands essential for healthcare providers’ success. The company is also led by senior HTM professionals, who bring extensive experience in the maintenance and oversight of medical equipment to the client.

“Every aspect of our business is focused on healthcare technology management so that we can dedicate resources, expertise, and innovation to excel in the field,” says Barbara Maguire, VP, healthcare technology management at ISS Solutions.

Comprehensive Service Offerings

ISS Solutions offers a range of customizable services that cater to the diverse needs of healthcare providers. They include:
• HTM Complete Solutions: This service offers healthcare providers with a comprehensive, full-service healthcare technology management (HTM) program, including onsite trained technicians who maintain biomedical, imaging and specialty equipment. HTM Complete Solutions also includes:

• regulatory compliance and accreditation success
• robust reporting, customized dashboards, and analytics to support clinical, operational, and regulatory needs
• third-party vendor service management and performance monitoring
• recall and hazard alert monitoring and remediation
• capital equipment needs assessment, planning and support
• integration assistance with IT-supported network devices and software
• asset lifecycle management for new equipment installations through proper disposal of retired equipment

•HTM Cyber Solutions: clients enrolled in the HTM Complete Solutions program can also take advantage of the HTM Cyber Solutions program, enabling a data-driven cybersecurity program to reduce risk related to medical equipment security.

• HTM Maintenance Solutions: For clients who prefer on-demand medical equipment support, ISS Solutions offers flexibility in its service offerings, such as preventative maintenance (PM), repair assistance, equipment staging, installation, and acceptance testing.

• HTM Expert Solutions: using its extensive experience in HTM, ISS Solutions provides the following independent HTM consulting services designed to assist healthcare delivery organizations and in-house clinical engineering departments:

• onsite equipment inventory verification

• regulatory preparedness audits

•vendor neutral capital equipment needs assessment and planning

• in-house biomed/vendor performance and service level agreement verification

• HTM CMMS Solutions: an HTM program’s most important tool is its computerized maintenance management software (CMMS), which manages the organization’s medical equipment assets, work orders, regulatory documentation, and provides the necessary data to properly manage the equipment. HTM CMMS Solutions includes:

• Objective CMMS replacement consulting to identify client’s needs and match with the best CMMS provider to meet those needs; Request for Proposal (RFP) preparation assistance; and clean-up and standardization of legacy CMMS data.

• Nuvolo CMMS Support – clients switching to or utilizing their own Nuvolo CMMS instance can rely on ISS Solutions – an experienced Nuvolo partner – to implement their new Nuvolo CMMS or optimize their existing instance.

• Nuvolo CMMS Administration – ISS Solutions can provide healthcare organizations with the confidential use of its fully-configured and managed Nuvolo instance, immediately enabling them with a fully functioning CMMS configured specifically for HTM. This solution is ideal for smaller hospitals that may not want to invest resources in standing up their own CMMS.

All these services are delivered efficiently and economically as ISS Solutions takes advantage of technology to streamline and automate many of the routine processes. For example, clients can conveniently submit a service request directly from their computer or smart phone, ensuring immediate dispatch while also being able to monitor the ongoing progress of the work order.

ISS Solutions has also established standard operating procedures (SOPs) for its service operations, which ensures consistent, high-quality service. This improves efficiency and takes the guesswork out of the equation when servicing a multitude of devices across the nation.

“We’ve standardized our PM procedures and protocols, ensuring a consistent and efficient implementation of service excellence across the country,” says Tim Langan, director of business development at ISS Solutions.

Emphasis On Quality: Strengthening Healthcare Delivery

ISS Solutions realizes that the rising costs for labor and supplies combined with decreasing reimbursement rates have created significant pressure on healthcare providers' operational budgets. Healthcare facilities often grapple with aging equipment, with limited funds available for frequent upgrades and/or replacements. ISS Solutions addresses this issue by training its technicians in a wide variety of equipment, safely extending their useful life and enabling healthcare organizations to prioritize their capital equipment replacement budgets.

From the selection of highly skilled technicians to the service delivery, quality remains a cornerstone of its service philosophy. ISS Solutions is currently undergoing ISO 13485 auditing and certification, demonstrating its commitment to quality in all aspects of service.

Tailoring Services To Meet Client Needs

ISS Solutions’ approach to healthcare technology management is not one-size-fits-all. The company recognizes that each client has unique requirements and challenges. Once these needs are identified, it designs customized support programs that address these challenges effectively.

“By offering tailor-made solutions, we ensure that clients achieve their goals, be it reducing costs, improving equipment reliability, or enhancing its overall healthcare delivery,” says Langan.

For instance, Geisinger stands as an exemplary case study of ISS Solutions’ expertise in healthcare technology management. ISS Solutions has been pivotal in helping Geisinger maintain its cost-effectiveness while providing high-quality healthcare services.

ISS Solutions currently manages all of Geisinger’s 80,000 medical devices at seven hospitals and 100+ community practice and specialty clinics in Pennsylvania—everything from patient beds and monitoring systems to sterilizers and advanced imaging technologies such as MR, CT and linear accelerators.

Geisinger AVP of Sourcing and Contracting, Cynthia Dautrich, sums up the relationship with ISS Solutions as follows: “Geisinger depends on ISS Solutions’ quick response to our immediate equipment needs as well as for their routine maintenance service dependability. They are always proactive with service needs and within budget. They are a highly-valued partner and contribute to our strategic clinical equipment planning.”

Another long-term client, Jessica Roberts-Becerra MSN, RN, NE-BC, Co-Founder and Managing Partner at Vertex Surgical Solutions, provided this feedback, “ISS Solutions provided a comprehensive suite of services tailored to my specific needs. A notable advantage for administrators is their user-friendly portal, which grants convenient access to vital information about our equipment, including risk assessments and service levels. What truly sets ISS Solutions apart is their unwavering dedication to quality, establishing them as a dependable, top-tier service provider. Their commitment to a culture of excellence permeates every aspect of their work, consistently ensuring that the healthcare facilities I’ve been a part of operate at their very best. Partnering with ISS Solutions equates to having a reliable, quality-focused ally at your side, supported by their extensive experience in the healthcare and clinical technology field.”

A Commitment To Healthcare And Beyond

ISS Solutions attributes much of its success to the culture within the organization. The company values teamwork and commitment to achieve the common goal of taking care of its healthcare clientele.

“We pride ourselves in providing high quality services to all clients. With a unique ownership structure and a culture of excellence, we have remained a trusted support partner for healthcare providers for over five decades,” says Maguire.