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Remote Biomedical Services Support Program

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Abstract

During the COVID-19 pandemic, the Biomedical Engineering team at the University of Ottawa Heart Institute (UOHI) faced challenges coordinating with external medical equipment vendors’ service experts due to travel restrictions. Although the UOHI BME team is highly skilled and capable of addressing many equipment issues in-house, certain specialized or vendor-specific interventions still require external input. With most vendors and their support teams located outside Ottawa, UOHI Biomed explored alternative solutions during the pandemic to ensure timely remote service support, minimize delays, reduce equipment downtime, and control costs. This paper outlines an attempt by the Biomedical Engineering department at UOHI to explore a Remote Service Support Program (RSSP) aimed at improving the process of obtaining assistance from vendors by enabling remote connections between Biomedical Engineering Technologists (BMETs) and medical equipment service experts through live, real-time calls. Although the program offered features such as hands-free maintenance support and the ability for remote experts to share documents or screenshots, it ultimately did not integrate well with the department’s established workflows. Furthermore, although several manufacturers had existing remote support platforms, in practice, BMETs continued to rely on familiar tools such as video calls, phone calls, or general-purpose communication platforms when needed. As a result, the Remote Service Support program was not adopted for sustained use.

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