ProCare Service from Stryker

The ProCare program combines exceptional service with fixed repair and replacement costs necessary to provide maximized performance, increased reliability and budget peace of mind. This ensures your investment is protected and you’ll have the power to shape the future of better outcomes.

Pg 3 Technical SupportIn-house, specially trained associates, available throughout the day to help you troubleshoot equipment issues.

Pg 4 Stryker RepairStryker's large repair center houses experienced service technicians performing high quality repairs. The use of stainless steel, laser welding, machine soldering and original components brings each piece of equipment back into manufacturer specifications as quickly as possible.

Pg 7 ProCareStryker’s all inclusive, hassle-free service and repair program. All repairs*, regardless of fault, are covered and repairs are unlimited for the life of the contract. Loaners are available whenever your equipment is in for repair and replacement endoscopes are also readily available to prevent any downtime.

Pg 8 ProCare PlatinumPlatinum program combines ProCare with the additional value of a Service Technician. Service Technicians in this basic program facilitate cases, ensure that technology is used efficiently each day, troubleshoot equipment concerns and work to manage inventory.

Pg 9 ProCare MISThe ProCare MIS program expands the role of a Service Technician in addition to the value received with a Platinum contract. Service Technicians will oversee the workflow management of Stryker equipment and overall, have a larger role communicating with the Sterile Processing Department.

Customer Service 1.800.624.4422

Stryker Endoscopy Attn: Service Unit

5900 Optical Court San Jose CA 95138*See Service Contract for certain limitations and exclusions.

ProCareStryker Repair

ProCare Platinum

ProCare MIS

Original Stryker Components

All repairs pass strict quality inspection procedures

Next day loaners included

5am–5pm tech support hotline

Decontamination of MIS trays

Tray management and assembly

Case cart management

Preventative maintenance on equipment and instrumentation

Unlimited repairs

Flexible payment options

Prioritized repairs

No hidden fees or additional repair expenses

Video Equipment Management

On-site trouble shooting assistance

Endosuite management

In-servicing and continuous education for faculty/staff

Facilitation of repairs

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Stryker Service. There for you when you need us most.

Live Voice

» You’ll reach one of Stryker’s specially trained associates, each with

an average of 10+ years experience

» Less than 10 second hold time

» Stryker associates will treat you with the urgency and expediency

you need

No Script

» Stryker staff is equipped with the most accurate and knowledgeable

expertise to diagnose your specific problem.

» Each associate will provide answers with both honesty and integrity

» You’ll be receiving real, live help

In-House

» All technical support employees reside in-house, meaning you’ll be able

to reach the right person in the same location

» Stryker’s tightly integrated team makes it easy for you to find them time

and time again

3Tech Support

Technical Support 1.877.4STRYKER (1.877.478.7953)

Monday–Friday 5am–5pm PST

endots@stryker.com

Since 1986, Stryker Endoscopy has been the technology leader in the operating room. When working with Stryker equipment you’re working with the best, and Stryker wants to help you keep it that way. Stryker is committed to providing the most comprehensive service available well after the purchase is made. With Stryker Certified Repairs you know you’re getting high quality repairs performed by the original equipment manufacturer.

Experience

» Highly trained and skilled service

technicians

» Average of 13–15 years of design

expertise among repair center

employees

» Specific focus on the serviceability

of the finished product

Quality

» Stryker Repair adheres to the same

quality guidelines as new products

» Equipment fixed completely and

correctly the first time

» Compliance with the same Quality

Systems requirement as new

Stryker products

Stryker Repair

Proprietary Knowledge

» Repairs completed by the original

equipment manufacturer

» Proprietary ownership of component

standards and specifications

» Same high quality components as

those used in new Stryker products

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Products sent to third party vendors may no longer meet Stryker specifications.

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Third Party repair shops typically do not adhere to FDA requirements for manufacturers

“We use the same parts as Stryker.”

»» Nearly»all»the»components»that»Stryker»uses»to»repair»instruments»are»either»made»by»Stryker»or»by»vendors»under»contract»to»manufacture»them»only»for»Stryker. Do you want to risk putting anything else into your surgical instruments and using them on your patients?

“We do as thorough of a repair.”

»» The»Stryker»Service»Center»frequently»reworks»sensor»wiring»that»has»been»serviced»by»a»third»party»vendor. The third party typically cuts the wires in the molded connectors so that “new” wires can be soldered into place. The old connector is then coated with silicone in an attempt to insulate the solder joints. Bad solder joints may cause intermittent flashing lines and the excess silicone enlarges the connectors to interfere with the fitment of the sensor. This may cause the picture to be forced off center.

“We repair to the same performance specs.”

»» Third»Party»vendors»typically»have»no»knowledge»of»the»original»product»specifications.»All Stryker repairs meet new performance criteria and must pass a rigid quality inspection procedure. In addition, third party vendors are not manufacturers. They are not subject to manufacturing regulations.

The main camera cable has been replaced by a third party cable. The glue used to fasten it to the base of the camera head did not hold and thus, caused the cable to come loose.

Due to poor glue attached to this camera prism, the bracket has broken off. This causes the camera to produce an image that is off-center.

The original red Stryker cable has been cut out and replaced by an unspecified black cable which runs through the camera head. These types of repairs are often times the cause of intermittent images.

Unlimited Repairs

Under the program all repairs,

regardless of fault, are covered*.

Repairs are unlimited for the life of the

contract.

Loaners Included

Increase your OR uptime! Next day

loaners are available whenever your

equipment is in for repair. Endoscopes

are placed in the repair/replace

program.

Hassle Free

Equipment covered under this

program is pre-approved for any

service or repair need. No additional

administrative processes are needed,

saving time and reducing the need for

purchase orders.

Priority Service

Turnaround time will be faster, as your

repairs take priority with Stryker.

Technical Support

The Stryker technical support hot

line is there for you, Monday–Friday

from 5am to 5pm PST. You can

contact them at 1.877.4STRYKER

(1.877.478.7953), to help with your

equipment function, operation and

set-up, biomedical support and

product solutions.

Flexible Terms and Payment

The terms of the program are flexible,

from 1–5 years. Payment can be

made up-front or setup on a recurring

basis, whichever fits your budgeting

needs.

Fixed Costs

No hidden fees or additional repair

expenses will be incurred, allowing

you to know the cost of owning your

product for the life of the contract.

Paid Freight

All repair and loaner shipment costs to

your facility are covered.

ProCare

www.stryker.com/endoscopy/services/servicesolutions

7ProCare

*See Service Contract for certain limitations and exclusions.

ProCare Platinum

Inventory Management

Technicians work closely with Materials Management and Central Supply to ensure proper levels of inventory are available for use

Preventative Maintenance

Technicians perform routine preventative maintenance checks and repair on cameras and instrumentation

Instrumentation/Camera & Scope Processing Management

Decontamination of camera heads, scopes and instrumentation. Technicians manage and clean reusable products

Post-procedure Case Cart Transportation & Management

Efficient removal and safe handling of equipment. Reusable items are accounted for and replaced. Reprocessed items are placed in proper bins

Handle Repairs and Loaners

Coordinates with Materials Management for accurate repair and loaner distribution

ProCare Platinum From the very first case of the day to the last, Service Technicians in the ProCare Platinum program work hard to ensure your equipment is utilized to the fullest extent. Technicians are available for in-servicing and continuous education for faculty and staff. ProCare Platinum functions of a Stryker Service Technician are denoted in green.

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9ProCare MIS

Case Cart Management

Case carts are prepared in advance and equipment needs are promptly adjusted to fit schedule changes

Troubleshooting and In-Room Support

Anticipate and answer any equipment issues that may arise

Disposable Management

Proper disposables are picked to ensure only necessary disposable items are opened

Room Set Up and Equipment Management

Equipment and disposables are checked and properly placed for use before the patient is in the O.R. All aspects of an integrated Endo-Suite are managed

ProCare MIS Service Technicians in the ProCare MIS program have an expanded role that encompasses decontamination, inventory management and further communication with the SPD. This role allows for greater responsibility concerning workflow management. ProCare MIS functions are denoted in orange.

An independent Millennium Research Group study found the following savings and benefits:

Cost Savings

$46,585 in equipment repairs

116 hours of OR downtime; $20/min=$139,200 savings /yr

Customer Benefits

91% have more time and energy for patient care

95% are highly satisfied with the trouble shooting assistance from their technician

81% receive better in-servicing and equipment training

95% have experienced an increase

in OR efficiency

Joint Replacements

Trauma, Extremities & Deformities

Craniomaxillofacial

Spine

Biologics

Surgical Products

Neuro & ENT

Interventional Spine

Navigation

Endoscopy

Communications

Patient Care & Handling Equipment

EMS Equipment

Stryker Endoscopy5900 Optical CourtSan Jose, CA 95138t: 1 800 624 4422 f: 1 800 729 2917

www.stryker.com

The information presented in this brochure is intended to demonstrate a Stryker service. Always refer to the package insert, product label and/or user instructions before using any Stryker product. Products and services may not be available in all markets. Product availability is subject to the regulatory or medical practices that govern individual markets. Please contact your Stryker representative if you have questions about the availability of Stryker products and services in your area.

Literature Number: 1000900711 RevAMM/PS 5k 1/11

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