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FAQ
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Find answers to frequently asked questions about Masterplan's business in General, our Coverage, and Costs. Just click on the plus sign next to a question to see the answer.
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General
Q: How big is Masterplan's current customer base? [+]
A: Today Masterplan serves approximately 250 customers throughout the United States. We have a US-based staff of about 450 technical personnel.
Q: What is the profile of a typical Masterplan customer? [+]
A: Masterplan's current customers include a wide range of medical equipment users, from hospitals of all sizes, to large integrated delivery networks, imaging centers and even doctors offices. Although we do service several large academic institutions, these tend to be the least well represented in our clientele.
Q: Does Masterplan offer any services besides conventional maintenance outsourcing? [+]
A: Yes; in addition to the traditional, comprehensive on-site medical equipment maintenance contracts, Masterplan offers parts sourcing, capitated parts supply contracts, and technical training. We also offer FlexCare biomedical equipment only services and FlexCare DI services for selected pieces of diagnostic imaging equipment.
Q: Does Masterplan offer any services to customers who are committed to the In-House service model? [+]
A: Yes; our In-House Solutions offering includes a fairly wide range of In-House supporting services, from parts sourcing to technical training and technical support for a number of specific devices.
Q: Does Masterplan ever have to call in the manufacturer's service staff to assist in a service call? [+]
A: Yes; there are some times when we have difficulty in locating a special part or in diagnosing an unusual problem and we choose to call on specialized resources, such as the equipment manufacturer, to expedite a prompt resolution of the problem. In the case of high-end diagnostic imaging equipment, our service records show that we use this option, on average, for about 10% of those particular calls.
Q: How does Masterplan handle the inevitable changes in the customer's installed base of equipment? [+]
A: The larger items are usually covered through line-item pricing which facilitates real time adjustments to our invoices as these items are added and deleted from the facility's active inventory. Smaller items that are usually maintained by equipment generalists are usually covered on a group basis and changes in the inventory of these smaller items are not reflected in the invoicing until the net generalist workload changes by a tangible pre-agreed amount such as 5%.
Coverage
Q: In what geographical areas does Masterplan provide services today? [+]
A: Masterplan currently provides maintenance and other technical services to customers in 40 states. In late 2009 we also began providing medical equipment maintenance services to customers in twelve European countries.
Q: Can Masterplan cover all types of medical equipment? [+]
A: Yes; Masterplan's contracts can include maintenance support for every single type of medical equipment.
Q: Are there any brands of equipment that cannot be covered under a Mastercare agreement? [+]
A: No; Masterplan has the ability to cover all medical devices used for the diagnosis and treatment of patients, irrespective of who manufactured it.
Costs
Q: What service costs are not covered under a MasterCare contract? [+]
A: The cost of replacement parts that are generally considered to be consumable or disposable are not included in the contract. The most common consumable item is "glassware" for diagnostic imaging equipment but this is an exception that can be included in the contract at an additional (competitive) cost.
Q: Is the cost of manufacturer assistance absorbed by Masterplan or is it passed through to the customer? [+]
A: There are occasions when we will call on specialized resources, such as the equipment manufacturer, to expedite resolution of a problem. [See question in the General section.] In the case of equipment covered under one of our MasterCare contracts, these costs are completely absorbed by Masterplan.
Q: What is the typical cost savings a customer can expect to achieve by contracting for service using a MasterCare agreement? [+]
A: Typical savings achieved by independent service organizations relative to the cost of the manufacturer's full service agreement can be as much as 40%, but since most customers use a mix of service providers besides the manufacturer, the average savings for a complete inventory will be between 10 and 30%.
Q: What is typically involved in developing a MasterCare proposal? [+]
A: Our sales organization works in concert with our pricing specialists to document the customer's current maintenance expenditures in order to develop a cost baseline for an honest apples-to-apples proposal. This cost analysis typically takes 2 to 3 weeks to complete and is performed at no cost to the customer.
About Us
For the last 35 years Masterplan has built a solid reputation for quality, integrity and technical depth, serving a variety of environments including integrated health systems, hospitals, acute care facilities and medical groups.more about us
