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CareGiver remote support

Remote support for histology labs

The help you need, when you need it

Because we understand the critical nature of the work you do for patients, Roche is pleased to offer our innovative CareGiver remote support for histology labs. CareGiver remote support is an automated remote monitoring and diagnostics solution that enables continuous monitoring and remote service of Roche Tissue Diagnostics instruments. CareGiver remote support enables users to maximize instrument performance and prevent workday service interruptions.

To connect your Roche Tissue Diagnostics systems to CareGiver remote support, please contact your local sales or support representative or local customer support center.

This is how peak efficiency looks

Decrease the average notification time of a failure event
Increase lab efficiency and technician productivity by addressing many issues before they become truly problematic
Reduce the average service time because Field Service Engineers arrive more prepared for on-site service thanks to remote troubleshooting and diagnostic capabilities — further minimizing disruption to customers
Reduce instrument downtime, leading to improved key performance indicators in customer labs

Product characteristics

Real-time remote monitoring
Remote troubleshooting and training
Over-the-shoulder help from the Roche Customer Support Center
System software upgrades over a secure internet connection
Proactive customer contact to maintain optimum hardware and software performance in the lab

With CareGiver remote support, if something goes down, customer support at Roche is on the line within 10 minutes helping us out, figuring out those problems, correcting them on the screen while we’re watching. Anything major is usually fixed within 24 hours because they already understand the problem and come fully prepared to fix it on site.

Nancy Snyder, HT, Histology Supervisor, Redlands Community Hospital, California

References
*Microalbuminuria is defined as 20-200 mg/L albumin in urine ^{1

1. National Kidney Foundation: Kidney disease outcomes quality initiative clinical practice guidelines for chronic kidney disease: evaluation, classification and stratification. Am J Kid Dis 2007; 49 Suppl 2: S14-S18.}