How a short phone call saved one hospital $232,000
In today’s hospital environment, communication with suppliers is critical. Hospitals depend on timely updates regarding equipment deliveries, replacement parts, service requests, and more—all which directly affect patient care.
Email is a default communication tool for suppliers and hospitals. While convenient, relying exclusively on email can slow the flow of accurate information. Email also gives supplier reps time to craft “sterilized” messages that feel more like corporate speak than actionable updates. It is frustrating—but not uncommon. If not email, how do you get timely, accurate information?
Pick Up the Phone.
Emails make it possible for reps to avoid the “hard” questions and often lack the information you need most. A live conversation can pressure reps to divulge what’s really going on and can make it easier for them to share “unofficial” information they can’t yet put in writing (“technically I don’t have approval but I think we’ll be able to…”). You’ll save rounds of unproductive emails and know with confidence what to expect from the supplier—taking minutes, not days.
How Picking Up the Phone Saved a Hospital $232,000
Recently, a Miga hospital client learned the value of picking up the phone when a new specialty endoscope for ERCP procedures wasn’t delivered as expected. A new physician was starting the following week, with procedures already scheduled. After several emails with no reply, the department manager finally called the rep only to learn the scope still hadn’t shipped. The manager was in a panic and made it crystal clear that a solution was expected from the supplier. With a fire lit under them, the supplier located a demo unit the hospital could use until the new scope was delivered. The loaner arrived the next morning, in time for the new physician’s cases, avoiding several days of cancelled patient procedures and $232,000 in lost revenue.
Sometimes the fastest path to getting better information is simply to pick up the phone.
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Supplier communication challenges rarely begin with a single delayed shipment. They often stem from unclear expectations, inconsistent follow-up, and limited visibility into supplier performance.
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Miga helps hospitals improve purchasing decisions, supplier management, contract performance, capital planning, and equipment lifecycle management through practical, data-driven strategies that support better operational and financial outcomes.