Customer Services Update from Siemens Healthineers Regarding COVID-19
March 16, 2020
As your partner in the healthcare industry, we are consistently monitoring COVID-19 information from public health authorities, including the Centers for Disease Control, World Health Organization, and local government agencies.
Maintaining continuity of service during difficult and challenging times is an important priority for us at Siemens Healthineers. This is why we have developed contingency plans designed to anticipate and mitigate potential disruptions. The plans cover IT, telephony systems, service technician dispatching and spare parts distribution, as well as remote technical support.
Please know that our teams are trained to support you while keeping everyone’s health as the top priority during this evolving time. If you are scheduling service visits at this time, be advised that we have put into place protocols intended to comply with your latest practices and protect our employees. Specifically, we’ll be clarifying what COVID-19 precautions to take for any on-site visit whether it is for service, installation, or applications support, etc. Similarly, we look to our customers to help ensure safe access to their facilities for our service technicians to perform these important services. With personal protective equipment (PPE) supplies at a premium, we rely on our customers to maintain distancing of their patient staging and care areas from our service personnel, ensure proper disinfection of customer equipment and diagnostic rooms where service is performed, and provide additional PPE if needed.
Additionally, to limit unnecessary contact for your teams as well as ours, we will contact you to determine with you what service visits can be reasonably postponed. We will continuously re-evaluate this approach as this public health crisis evolves.
We are also monitoring our supply chains, production facilities, and company infrastructure (IT, telephony systems, field labor, parts distribution, remote technical support, etc.). They have not been substantively affected so far by COVID-19. However, we work continuously with our suppliers to proactively identify and mitigate potential supply risks in the early stages of the supply chain. Because current events are rapidly changing, Siemens Healthineers is monitoring the situation very closely and is prepared to respond appropriately.
We stand with you in supporting your needs as we face this public health crisis. We thank you for your consideration and support of our efforts to appropriately respond to COVID-19 developments.
If you have any questions or concerns, please call our Customer Care Center:
• 1-800-615-2615 (Laboratory Diagnostics and Point of Care)
• 1-800-359-6709 (Diagnostic Imaging/Advanced Therapies/Ultrasound)
Siemens Healthineers North America Leadership Team