With its scientific health models and early warning logic, Mindray iService platform provides users with innovative solutions for remote device diagnosis and management. Mindray was then included in the Most Influential IoT Innovations List by Fortune, proving the recognitions for the innovation of Mindray, a medical device and solution provider leading the world.

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There will be times when a device that has worked well in the past suddenly fails to produce results. When faced with such emergencies, you may encounter the following difficulties:

1. You may immediately contact an engineer by phone, but due to the limitations of remote calls, you have to describe the problem verbally several times.
2. You are quite anxious and worried about when the device will be back to normal. However, you have to wait for the engineer to arrive on site.
3. Eventually the engineer arrives, but you are told that the causes of the failures are complex, so the problem may not be fixed in one shot.

Although the above scenarios are not common, once such similar events occur, they will greatly prolong the laboratory testing turnaround time (TAT) and reduce work efficiency.

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iService, a gift developed by Mindray Team, has transformed the traditional maintenance mode. Through proactive early warning, professional team support, and big data analysis, it realizes the transition from passive maintenance to proactive prevention, bringing a brand new laboratory experience.

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Through integration, modeling, rule-based early warning, and data analysis of Mindray IVD devices, iService has achieved CLIA/ biochemistry /coagulation/hematology device assessment and early warning of device failure, effectively improving the testing efficiency and device management.

Safeguard by Monitoring System & Support by Experts

Case: An alarm was reported on abnormal swab waste liquid from the HGB bath of a BC-6200 in a Latin American hospital. An occasional alarm as it was, it could escalate to a shutdown without timely intervention.

• An on-call engineer received the alarm on the iService platform, immediately analyzed the data based on the existing anomalies, confirmed the specific situation of the problem, and then notified a regional engineer to resolve it immediately on site.
• The regional engineer then arrived on site to communicate with the customer. After carefully observing the customer's workflow, he found that the abnormal alarm was caused by the customer's device operation habits.
• Therefore, the regional engineer raised a customization request to R&D engineers, provided solutions without changing the operation habits of the customer, and adapted to the routine operations of the customer while solving the problem. R&D engineers optimized the timing according to the customer's operation habits and created customized algorithm files. Eventually the regional engineer upgraded the device and successfully resolved the problem before the customer realized the risk.

Rapid Troubleshooting & Data-Driven Decision

Case: A hospital in Thailand triggered a Cl-2000iFT3 QC out-of-control alarm. Then an on-call engineer immediately analyzed the data via QC details and found that the QC result of FT3 item had deviated for three consecutive days, which was already on the verge of out-of-control (3SD from the mean).

Based on iService¡¯s accurate alerts, the on-call engineer immediately analyzed and compared the recent calibration and QC records of the customer, and found no obvious abnormalities or problems, thus ruling out machine failure. The engineer then called the customer and got to know that a different QC software (Bio-Rad) was being used and QC lot had recently been replaced.

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The on-call engineer suspected that the root cause was the customer's failure to re-accumulate the target value. Therefore, the customer was advised to review the data and adjust it according to the accumulated value at that time. After the adjustment, the QC was back to normal. The engineer also continued to track the FT3¡¯s QC results through iService to ensure that they remained at the normal levels.

As a remote management and diagnostic system, Mindray iService platform provides customers with a more secure, predictive, real-time, and intelligent service experience, simplified processes, and maximized device performance.