Choosing a mounting solutions company (Part 3)

Ask the right questions

Computer mounting solutions are a critical component of HIT infrastructure. To get the most from this investment, the mounting solutions must be demonstrably reliable, durable and backed by prompt attention to service requests. This begins with selecting solutions providers who understand health care—both its operations and its challenges. They should offer solutions, not products, and recognize that mounting arms are not just a tool, but an extension of patient care.

Consider these questions when selecting a mounting solutions provider:

Does the company offer a broad selection of mounting solutions and the capability of providing custom mounts?
Facilities use a wide variety of computers and devices that require unique mounting solutions. A solutions provider should offer many mount options to meet the specific needs of distinct locations. Ideally, the solutions provider should also be able to customize mounts for specialized situations.
Is the equipment manufactured in the United States?
This is not just a point of pride. Quality products and prompt follow up are crucial to minimizing interruptions to operations if an issue arises.
Made in America means:

• Health care personnel and ergonomists are able to consult directly with the manufacturer.
• Replacement parts and custom mounts are readily available on short notice.
• Quality that is unmatched by overseas products.
• The company abides by strict regulations to prevent pollution and environmental abuse.
• The company upholds standards for safe working conditions.
• Clients receive in-person service and reliable customer support.
• Products that are manufactured in America eliminate time lost waiting for components to be shipped from overseas, allowing for a quick turn-around on service calls, repairs and replacements.

Does the company provide a site assessment at no charge?
A cookie cutter approach to mounting solutions does not address the unique needs of different health care organizations, or the unique needs within each department. A thorough site survey conducted by professionals who understand health care will ensure the right equipment is selected for the right location.
This will help ensure that the technology becomes a supporting partner, rather than a distraction, in patient care.
The assessment should include:

• Evaluating the entire facility room by room.
• Determining what fits into the budget.
• Determining with every customer the best possible solution for each room

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Be sure to include all the key players at this critical step. The site assessment should include consultation with staff ergonomists and the directors of IT, infection control, facilities and the departments for which the mounting solutions will be used.
Does the company offer a product trial period?
The smart investment is one that has been tested before it is fully committed. The only way to ensure a mounting solution will meet the needs of staff is to try it out.
This product trial period should include:

• Installing the product and providing an evaluation period for caregivers to use the product.
• Monitoring, evaluating and verifying that the product is appropriate for the application.
• Determining problem areas and correcting them.
• Removing or exchanging the product at no charge if the customer is not satisfied.

Making an investment in equipment only to find that it does not support caregivers or operational needs is a costly endeavor. A trial period helps ensure that the right solutions are selected the first time.
Does the company provide professional installation and a second evaluation?
Making a sound investment doesn’t end with choosing a mounting arm. It also includes proper installation by professionals. Equipment that isn’t properly installed could negate all of the up-front planning work to find a solution that works for staff.
The installation and evaluation process should include:

• Ensuring that all arms are professionally installed and properly adjusted.
• Evaluating every room for correct components on arms (monitors, CPUs, keyboards).
• Checking arm function and appropriateness for use.

Working with a professional installation team also makes smarter use of human capital. Using an installation team means IT and maintenance staff will not be pulled away from their day-to-day duties to install and troubleshoot mounting equipment.
Does the company stand behind the product with policies that support their customers?
Malfunctioning equipment and poor response equate to lost time and costly service interruptions. Does the company provide a solid warranty, robust maintenance program and replacement policy?
This should include:

• Warranty protection for 5 years or more.
• Fast response time for repairs to ensure minimal down time.
• Regularly evaluating every arm in the facility.
• Checking every screw in each arm.
• Adjusting and upgrading articulating arms.
• Performing necessary repairs or replacements.
• Restoring mounts to function like brand new installs.

Mounting solutions are a significant investment in operations. In return, they should easily stand up to years of daily use in a demanding environment. The only way to guarantee this is to work with manufacturers and installers who agree with this philosophy. Set high expectations and vet potential solutions providers based on their ability to deliver high quality products and service.

Mounting arms are not just a tool, but an extension of patient care.