“Some of the key elements that we considered when we were selecting an MRI vendor were experience with rural hospitals, experience within the Pacific Northwest, the quality of their equipment and the quality of their staff. [Heritage Imaging] met all of those very well. They had a lot of experience with sister hospitals to us and rural hospitals that we respected. I checked on the quality of their staff, their equipment, everything checked out very well. They really understood the Northwest market and could talk to us about things that we really valued. The flexibility in the agreement terms and working through the contract with [Heritage Imaging] was great. They really were wonderful to work with in terms of the negotiation, in terms of looking at the terms of the agreement, in terms of flexibility around scheduling and the use of their staff versus our staff. It was a very collaborative process in terms of working out the agreement. They’ve been great to work with as the business has grown because as we’ve needed to expand from a couple of days to three days to four days. They’ve been wonderful to work with in terms of which days we needed them on campus and the hours of operation. They were very flexible in working through that with us as well. And so they’ve been great as we’ve scaled up the number of tests that we’ve needed to do here over the past several years. [Heritage Imaging] (in terms of a bridge to our own system) has been very good because a lot of the PACS technology and you know, our being able to have a very important service like Mri within our community and our ability to fill that gap in care that we currently had. That gap has been critical. And so, they’ve actually facilitated a very important bridge in that whole care continuum. Now that we’ve been partners for many years, we’ve been very impressed with the people that they’ve had out here. We’ve been impressed with the quality of the equipment and their communication. As they’ve identified issues they have been very proactive in bringing that to our attention well in advance so we can problem solve together. The quality of their leadership team is excellent. So, there are people that you can then work back and forth with as situations arise. And so we’ve always been able to problem solve through issues and that’s a great partner to have.”
CEO, Mason General
“[Heritage Imaging] as a partner has been great to work with. They’ve been able to provide us with a proper equipment that we need to service our patients with minimal notice. The billing is always concise and easy to understand. It arrives promptly and we are able to review the number of scans we’ve done and compare it with our own logs. It makes it very easy to make the invoice payment and take care of the financial aspect in that manner. When working with [Heritage Imaging], anytime we needed something, I found that they were always quick to respond. They utilize several media aspects, whether it’s telephone or e-mail or even text messaging. If I needed something, I could always text a message or email. Our issues were met promptly. We were able to move trailers to different spots on the property.We were able to get things serviced quickly. We have extreme weather down here and it affects heating mechanisms or cooling mechanisms. Those items were always serviced promptly. We had minimal downtime and rescheduling of patients. So, [Heritage Imaging]’s flexibility has always been outstanding, in my opinion, anytime we’ve needed to renew a contract or extend a contract or modify a contract, it’s always been a matter of a few phone calls or emails and it was taken care of quickly. There was never an aspect of the service that I was dissatisfied with. I always found the response to be quick and professional and courteous. I would tell someone that’s interested in renting or engaging a mobile scanner to consider [Heritage Imaging] for several reasons. One, they have top notch equipment. At one point we were receiving patient satisfaction letters that we’re pleased with the mobile we were using. It was a newer mobile with a changing room inside and we’ve actually increased our patient’s satisfaction using that mobile. I would let people know that your billing will be concise and easy to understand, it comes promptly and can be emailed or faxed to you at your request. So billing becomes hassle-free. And the overall customer service was phenomenal. The response times are always very quick and pleasant and they’re just a joy to work with.”
Director of Imaging, St. Luke’s Magic Valley
If someone right now were to ask me who i would refer them to if they were trying to get a mobile mr started it would definitely be [Heritage Imaging] because number one the staff that they bring in works exceedingly well with the people who are there willing to coach them along if necessary willing to show them how it be done getting them started in in scheduling getting them started and knowing what needs to be done for the mri itself as far as the contrast as far as the questions how to schedule them they are willing to go out of the way to stay late to do a patient if they can’t get there or start early in the morning if they want to the people at the mri of idaho office are always receptive when we call them for whatever questions we may have and if i can’t get a hold of the specific person i’m talking that i need to talk to i always get a call back within a day they always call me back and they always are do everything they can to try to answer the question or try to resolve the issue extremely great to work with i never have a second thought about calling him with a question or approaching the technologist with an idea or a question always very open mind with everything.
Imaging Manager, St. Joseph’s Hospital
“I would say as a partner and [Heritage Imaging] has been very flexible with us. This is our first mobile MRI unit that we’ve used and I was there from the beginning, and I think just pricing and flexibilities and getting the techs it really fit our workflow and our patients. It felt like [Heritage Imaging] was interested in our patients and our community, not just about our business. So that’s one of the biggest things I remember from the beginning. When we’ve needed something extra, [Heritage Imaging] has responded with flexibility. I think it’s always been, hey, let’s see how we can make this work. There’s never a no, it’s never, no, we can’t do that. It’s like, Hey, yeah, let’s research that. We’ll get back to you. And I think since we’ve started [Heritage Imaging] has done that. We’ve made many changes. We’ve moved where the magnet is, we’ve kind of worked to adding services, adding days. We’ve added a breast MRI as well. So all those things have been fairly seamless.”
“You know, [Heritage Imaging] has been a wonderful partner in that when we entered into this market it was, as you know, a very tumultuous time in healthcare. It’s a scary time in healthcare. This is not a time where people are launching brand new services. [Heritage Imaging] came in and provided a bridge to help us build our referral patterns and our patient volumes before we even opened the doors with our own scanner while we were paying for the service. What we got back was worth so much more that we could open our doors successfully day one with a brand new PET/CT business. So, some of the key elements we were looking for were in a vendor or a third party service that had quality as our number one focus, professionalism, reliability, and someone who was willing to partner with us and, set the tone for launching a brand new service. The bridge that they provided between the first phase, and the second phase of implementation was seamless. I don’t even think our users realized when we went from third party service to our own owned unit. [Heritage Imaging] didn’t just meet our expectations, they exceeded our expectations. We didn’t know what we didn’t know when we started down this road and they really were a partner from day one. They were a teacher. They were patient, they took the time to pave the way to a seamless and successful “go live” for ourselves. [Heritage Imaging] has been exceptionally positive to work with. They have flexed as we’ve needed longer days. They treated our patients as if they were their patients. Our patients didn’t even sense that they were not actual employees of our institution. We, knew what we were getting when we sign the contract. There were no surprises. We knew what the costs would be going in. We were not surprised by anything. They worked with us to be the bridge that we needed to learn what we didn’t know. It was a very positive experience. I would not hesitate, when we upgrade our current system which is new, to go back to [Heritage Imaging] for an interim period while we’re upgrading our own scanner again. The bridge that they provided between the first phase, and the second phase of implementation was seamless. I don’t even think our users realized when we went from third party service to our own owned unit. [Heritage Imaging] didn’t just meet our expectations, they exceeded our expectations. We didn’t know what we didn’t know when we started down this road and they really were a partner from day one. They were a teacher. They were patient, they took the time to pave the way to a seamless and successful “go live” for ourselves. [Heritage Imaging] has been exceptionally positive to work with. They have flexed as we’ve needed longer days. They treated our patients as if they were their patients. Our patients didn’t even sense that they were not actual employees of our institution. We, knew what we were getting when we sign the contract. There were no surprises. We knew what the costs would be going in. We were not surprised by anything. They worked with us to be the bridge that we needed to learn what we didn’t know. It was a very positive experience. I would not hesitate, when we upgrade our current system which is new, to go back to [Heritage Imaging] for an interim period while we’re upgrading our own scanner again.”
Director Diagnostic Imaging, Samaritan Health System
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