Following a period of rapid expansion, medical imaging software company Intelerad has launched an internal initiative to improve the way it engages and supports clients. The shift comes in response to customer feedback after a two-year period marked by multiple acquisitions and operational scaling that, according to the company, outpaced its service capacity.

The newly implemented “Client Obsession” initiative focuses on improving client satisfaction through proactive communication, internal restructuring, and increased access to senior-level support. Company leaders say the transformation is designed to address prior service challenges and foster longer-term client relationships.

“We understand that clients have experienced real frustration as the company expanded. We’ve heard their feedback. That’s unacceptable, and we’re owning our missteps,” says Eric Grunden, chief client officer, who recently joined Intelerad to lead client experience improvements and drive operational excellence across all client-facing teams, in a release. “This transformation is a turning point, not just a set of tweaks, but instead a comprehensive shift in how we engage, support, and grow with our clients from day one.” 

Key elements of the initiative include:

• Restructuring of client-facing teams with an improved client-to-manager ratio
• Creation of a Critical Care Team to handle urgent support requests
• Implementation of direct-to-tier-2 support and “hyper care” pathways for high-priority accounts
• Increased emphasis on early issue detection and executive involvement
• Expanded training, updated protocols, and deployment of AI-based tools to streamline service

The company is also aiming for 75% of its client support team to consist of senior-level professionals with experience in PACS and healthcare systems.

According to Intelerad, the changes have already led to improvements. The company reports a customer satisfaction score above 90%, a 72% year-over-year reduction in dissatisfaction scores, and a 97% increase in its Net Promoter Score since 2022.

Grunden emphasizes that the work is ongoing and part of a broader cultural change rather than a temporary fix. “Client Obsession is not a campaign; it’s a cultural shift. We’re not chasing a finish line. We’re building lasting partnerships rooted in progress, trust, and shared outcomes,” he says in a release. “I want our clients to say, ‘Things are better today than they were yesterday. There were issues, but this partnership is the solution we need. And it just works.’”

Intelerad’s platform is used by nearly 2,500 healthcare organizations worldwide to manage imaging data and improve operational efficiency. 

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Probo Medical, a provider of medical imaging equipment and services, has formed a partnership with MedServ Marketplace Inc, a two-sided healthcare service platform that connects biomedical equipment technicians and field service engineers with healthcare providers, original equipment manufacturers, and independent service organizations in need of maintenance, repair, and operational support.

The partnership enables Probo’s diagnostic imaging field service offerings—including repair services for endoscopes, MRI coils, and ultrasound probes—to be listed on the MedServ platform. The collaboration aims to streamline access to repair and maintenance services.

“At Probo, we’re committed to equipping those who heal others with imaging solutions that are high-quality, affordable, and easy to access,” says Greg Kopulos, CEO of Probo Medical, in a release. “Our partnership with MedServ Marketplace helps us reach more providers in smarter, more efficient ways, ultimately making it easier for healthcare professionals to do what they do best.”

According to the companies, key aspects of the partnership include:

• Streamlined access to Probo’s repair services for endoscopes, MRI coils, and ultrasound probes through MedServ’s platform.
• Access to Probo’s flat-rate and contractual service programs, designed to reduce risk, improve uptime, and simplify budgeting.

“We’re thrilled to welcome Probo Medical to the MedServ Marketplace platform,” says Viraj Shah, founder and CEO of MedServ Marketplace Inc, in a release. “Probo has earned a national reputation for delivering quality imaging equipment and dependable service. Together, we’re solving a critical challenge in healthcare procurement by giving providers more control, more choice, and more confidence.”

The collaboration aims to offer healthcare organizations a more efficient option for managing their imaging service needs.

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Mindray, a company focused on patient monitoring, anesthesia, and ultrasound technologies, has broken ground on an expansion of its North American warehouse facility in Mahwah, New Jersey.

The project will add 46,314 square feet to the existing site, bringing the total space to 80,979 square feet. The additional capacity is expected to support operational efficiency and future growth over the next decade. The facility will consolidate off-site operations into a single location, streamlining logistics and potentially reducing delivery times, fulfillment complexity, and shipping costs.

“As healthcare systems face mounting challenges, such as workforce shortages, rising operational costs, and shifting payer dynamics, we are committed to providing a forward-thinking infrastructure with a robust and reliable supply chain,” says Wayne Quinn, president at Mindray North America, in a release. “By expanding our capabilities to deliver accessible, cutting-edge technologies, we empower healthcare providers to overcome these headwinds, improve efficiency, reduce costs, and ultimately achieve better patient outcomes.”

The warehouse is scheduled to open in 2026. According to the company, the expanded facility will also include a lithium battery vault designed to meet safety standards and improve storage capabilities.

“We are designing this facility not only to meet today’s needs but also to ensure we can seamlessly support the introduction of new products and technologies well into the future,” says Derek Scott, director of operations at Mindray North America, in a release. “It’s a forward-thinking step that aligns perfectly with our mission to make quality healthcare solutions accessible to all.”

In addition to infrastructure upgrades, the project is expected to create specialized roles and offer opportunities for professional development for existing staff.

Photo caption: Wayne Quinn, president of Mindray North America (center), joined by Mahwah Mayor Jim Wysocki (on Quinn’s left) and members of the Mindray North America executive team for the ceremonial first dig at the company’s warehouse expansion groundbreaking event in Mahwah, NJ.

Photo credit: Mindray North America

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Lovell Government Services, a service-disabled veteran-owned small business, has been awarded a Hospital ECAT (electronic catalog) contract by the Defense Logistics Agency, expanding its ability to deliver medical and surgical equipment to federal healthcare agencies, including the Department of Veterans Affairs (VA) and Department of Defense (DoD).

The ECAT contract, which provides a web-based ordering platform for government buyers, is designed to streamline the acquisition of medical equipment, pharmaceuticals, and supplies. With the award, Lovell will supply a range of patient-ready tools used in both routine care and emergency response.

“Securing a Hospital ECAT contract is a major step forward in our mission to serve those who serve,” says Chris Lovell, CEO of Lovell Government Services, in a release. “This award allows us to rapidly equip federal providers with the reliable tools they need, whether at a VA hospital, DoD facility, or in response to an emergency deployment.”

Under the contract, federal purchasers will gain simplified access to equipment across two divisions:

• Hospital Supply Division equipment includes:
  • Examination and surgical tables
  • Hospital beds, chairs, and stretchers
  • Laboratory analyzers
  • Medical refrigerators and storage systems
  • Repair parts, litters, sterilizers
  • Ophthalmic, dental, and medical simulation equipment
• Capital Equipment Division offerings include:
  • Pulse oximeters, aspirators, infusion pumps
  • Suction apparatus and resuscitators
  • Medical lasers and digital dental X-ray systems
  • Robotic surgery systems

Lovell’s participation in the ECAT program supports federal procurement goals while providing agencies with access to products through a service-disabled veteran-owned small business. The company says the contract will help ensure essential medical tools are accessible to providers when and where they are needed most.

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US Med-Equip (USME), a provider of rented medical equipment, has opened a new branch in Tulsa to help Green Country hospitals access critical equipment more quickly amid shifting patient care needs.

The new location expands the company’s reach in the Southwest, supporting faster delivery, service, and pickup of items such as infusion pumps, ventilators, patient monitors, and specialty beds. USME was recently recognized by Inc. as a “Power Partner” for helping hospitals meet care demands without the high costs of owning rarely used equipment.

“This new location, alongside our Oklahoma City branch, brings our teams closer to healthcare heroes across Oklahoma and neighboring states who count on us to deliver equipment right, ready, and on time 24/7,” says Greg Salario, CEO of USME, in a release. “Whether delivering neonatal equipment during a summer baby boom or moving in specialty beds for bariatric patients, hospital partners turn to us for on-demand equipment that meets the highest patient-ready standards.”

USME operates more than 90 locations nationwide, providing equipment rentals, onsite biomedical support, asset management services, and technology tools to thousands of hospitals. The company says its 24/7 support and delivery model—within a two-hour-plus drive time—helps reduce delays in care and eases the burden of maintaining infrequently used equipment.

The Tulsa branch is staffed by teams trained in USME’s maintenance, cleanliness, and quality assurance standards.

The expansion builds on recent branch openings in Colorado Springs, Colo, and Tucson, Ariz.

Photo caption: US Med-Equip Tulsa branch opening

Photo credit: US Med-Equip

Fujifilm Healthcare Americas Corporation announced that it has strengthened its partnership with the National Rural Health Association (NRHA) to help improve access to medical imaging in rural areas. 

Selected as a Platinum Partner by NRHA for a second three-year term, Fujifilm is recognized for its leadership and dedication in providing products and services tailored for rural communities spanning MRI, CT, ultrasound, mammography, digital radiography, endoscopy, and enterprise imaging.

“At Fujifilm, we believe everyone should have high-quality medical imaging and care close to home,” says Shawn Etheridge, executive director of modality solutions marketing at Fujifilm Healthcare Americas Corporation, in a release. “It’s a privilege to extend our longstanding partnership with NRHA to build upon the strong relationships we’ve cultivated with rural hospitals and directly assist NRHA’s members by providing advanced medical imaging solutions and services to enhance care delivery in their communities.”

Rural hospitals and health systems can benefit from Fujifilm’s portfolio of healthcare solutions through improved access to:

• Advanced imaging systems and secure, patient data access: Having access to the same advanced medical imaging systems as urban healthcare facilities allows patients to receive quality care closer to home and supports medical centers by keeping top-tier care capabilities within the community and attracting high-caliber talent. Fujifilm partners with rural healthcare providers to evaluate existing imaging services and identify the best path forward. Whether the need is to upgrade outdated and unreliable equipment or to expand diagnostic capabilities, Fujifilm offers solutions tailored to the needs of rural facilities.
• Low capital impact purchasing plans: Fujifilm works with rural providers to create custom, low capital impact purchasing plans to support the unique funding challenges rural hospitals and health systems face, making it possible to equip them with state-of-the-art technology, expand their services, and generate incremental revenue.
• Custom community marketing programs: Rural hospitals can partner with Fujifilm to create custom marketing and educational materials for their communities, highlighting their investment in high-quality medical technologies and reinforcing the importance of routine exams.

“Access to high-quality imaging shouldn’t depend on your zip code,” says Kodi Smith, director of rural partnerships and leadership development at National Rural Health Association Service Corporation, in a release. “We value the continued involvement of organizations like Fujifilm that provide rural healthcare providers with tools and technology that help keep care local.”

NRHA members can learn more about Fujifilm’s solutions for rural markets at the upcoming 48th Annual NRHA Conference & Exhibition held May 20-23 in Atlanta, Ga.

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US Med-Equip (USME), a provider of medical equipment rentals and services, opened a new branch in Tucson to expand support for hospitals across Arizona, New Mexico, and surrounding regions. 

The new facility expands USME’s network of more than 90 locations, aiming to enable faster delivery and on-the-ground support for hospitals, especially as they manage fluctuating patient volumes. The Tucson branch will provide on-demand access to critical care equipment such as ventilators, ultrasounds, infusion pumps, patient monitors, beds, and mattresses.​

“Hospitals across the Southwest are balancing the need for exceptional patient care with the realities of rising costs,” says Greg Salario, CEO of US Med-Equip, in a release. “With our new Tucson branch, we’re making it easier for clinicians to access the highest-quality equipment quickly and reliably—so they can focus on patients, not logistics—without compromising on service or stretching their budgets.”

The new Tucson branch allows USME teams to deliver, service, and pick up rented medical equipment locally within two hours, plus drive time, helping hospitals respond rapidly to changing patient needs without the long-term costs of owning rarely used devices. The company operates 24 hours a day, seven days a week.

USME is actively hiring for roles at its Tucson branch.​

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St. Luke’s University Health Network, a nonprofit healthcare network, has made a $30-plus million investment in magnetic resonance imaging (MRI) technology and service from GE HealthCare. 

The investment is intended to expand patient access to advanced imaging that can help enhance image quality while reducing scan times and patient discomfort.

 “This is a major win for our patients and our community,” says St. Luke’s radiology chairman Robert Fournier, MD, in a release. “Medical specialties such as orthopedics, cardiology, and oncology rely on imaging for diagnosis and treatment planning. At St. Luke’s, we are committed to providing the best imaging technology because we understand its vital role in modern medicine.”  

Standardizing imaging technology across the network can provide several advantages, including improved operational efficiency. These new MRI systems can help enhance the patient experience by reducing claustrophobia with wider scanners and are also equipped with artificial intelligence (AI), which can improve both the quality and speed of MRI scans.  

Scan times may be reduced by up to 83% with GE HealthCare’s Sonic DL AI application, according to a release from GE HealthCare, potentially capturing an image of the heart in as little as a single heartbeat, while helping to optimize image quality. 

“In addition to the tremendous advantages this GE HealthCare technology offers our health system,” says Fournier in a release, “it presents an invaluable educational opportunity for our physicians in residency and fellowship training programs. They’ll gain hands-on experience with the latest AI-driven imaging technology, placing them at the forefront of next-generation medicine and allowing them to witness firsthand how innovation improves patient care and outcomes.”  

Additionally, St. Luke’s will be one of the first network health systems in the United States to implement Intelligent Radiation Therapy for MR, a software solution that can help to improve and accelerate the radiation oncology care pathway. This software is designed to enable more precise radiation therapy planning, potentially reducing the treatment timeline compared to conventional CT for certain types of cancers.

“We are pleased to build upon our more than 30-year relationship with St. Luke’s to upgrade their MR fleet, including adding artificial intelligence technology,” says Catherine Estrampes, president and CEO of US and Canada at GE HealthCare, in a release. “We are proud to work with St. Luke’s to enable greater precision, efficiency, and access to advanced technology for their patients.” 

This latest MRI investment follows previous commitments to GE HealthCare’s imaging solutions, including a $30 million investment in CT technology in 2023 and an $11 million investment in ultrasound technology in 2020.  

Photo caption: MRI at Easton campus

Photo credit: GE HealthCare

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Olympus Corporation announced the appointment of Bob White as chief executive officer (CEO) as the company works to accelerate its ongoing transformation efforts in the medtech space.

White, who previously served as executive vice president and president of the medical surgical portfolio for Medtronic, will succeed Yasuo Takeuchi, Olympus’ director, representative executive officer, president, and CEO, effective June 1. White will also be proposed as a candidate for election to the board of directors at Olympus’ General Meeting of Shareholders scheduled to be held in June 2025.

“We are pleased to name Bob to this pivotal leadership role. He possesses a wealth of experience garnered from his tenure at various esteemed organizations within the medical technology sector. I look forward to welcoming him as a leader who will bring extensive knowledge and expertise to the company,” says Takeuchi in a release. “Over the course of his career, Bob has demonstrated exceptional leadership in driving both transformative growth and strategic initiatives. I am truly pleased that he is bringing this profound expertise and insight to Olympus.”

White’s Background in Medtech

White served in his most recent roles for Medtronic until April 2024. Before then, he was senior vice president and president of Medtronic Asia Pacific, based in Singapore, where he had responsibility for APAC as well as Japan. During his tenure at Covidien, he held the positions of president of emerging markets and president of respiratory and monitoring solutions. He has seen numerous innovation programs and led several research and development initiatives and merger and acquisition transactions within complex business portfolios. 

Prior to joining Medtronic, White held leadership positions at GE HealthCare, Merge Healthcare, and Healthcare Division, IBM. 

“I am truly honored and grateful for the trust placed in me by the board of directors and the nominating committee. Olympus is an exceptional company, known for its market-leading solutions, cutting-edge technology, and remarkable people. I’m excited to bring my experience to the table and contribute to the company’s ongoing success and growth. I’ve long admired Olympus for its rich Japanese heritage, outstanding products, and unwavering commitment to serving the needs of both clinicians and patients,” says White in a release.

To select and recommend the best candidate for the next CEO, the nominating committee engaged an executive search firm and formed an advisory search committee in November 2024. After a comprehensive search process, Olympus determined that White is the ideal leader among a strong pool of internal and external candidates. 

White holds a bachelor’s degree in marketing from Cleveland State University and an MBA in finance from Case Western Reserve University, USA. He currently resides in Colorado and will be located in Olympus global headquarters in Tokyo with his wife.

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MAP Medical, a new player in the medical product supply industry, has launched to provide medical supplies to healthcare providers, clinics, and hospitals across the United States.

MAP Medical will act as an “on-demand concierge” for sourcing, delivering, and managing critical medical supplies to help ease the burden on hospital procurement teams. 

MAP Medical’s founding directors, Kelton Bradley Lewis and Zachry Perry, combine a background in tech and software as a service, alongside experience in the distribution of medical supplies. This expertise has been used to fuel the approach and features offered to clients by MAP Medical. The company is launching at a point where there have been continuous technological, political, and economic disruptions to the global supply chain of medical products. 

“There is a need for innovation within the industry, and a small nimble provider that can quickly adapt to change and future-proof supplies for medical partners,” according to a release from the company. 

MAP Medical Key Differentiators

MAP Medical offers over 500,000 medical SKUs from a range of manufacturers. Every day medical essentials are fully stocked and ready to go. MAP Medical also specializes in sourcing hard-to-find items, niche medical supplies, and products currently in short supply that facilities may be unable to source from other providers.

With logistical expertise, MAP Medical aims to ensure that supplies are delivered efficiently, accurately, and on time. The company operates a national distribution network, ensuring fast and reliable delivery of medical supplies to healthcare providers across the country.

Every MAP Medical client is supported by an account manager focused on delivering a personalized, responsive service. Tailored solutions are designed to meet the unique needs of each facility, its staff, and patients. 

Embracing the Future of Healthcare

Leveraging AI to anticipate needs and optimize inventory, the tech-driven approach aims to improve efficiency across the medical supply chain. Predictive platforms and automated restocking systems aim to further enhance supply chain efficiency in real-time. 

These technologies aim to help hospitals working with MAP Medical anticipate demand, manage stock levels, and avoid shortages. 

“As AI integration evolves, it promises personalized customer service, improved quality control, and optimized logistics. MAP Medical is embracing these innovations to enhance service, customer experience, and the future of healthcare delivery through smarter, tech-driven supply chain solutions,” according to a release from the company. “Optimizing operations with AI has financial benefits, and MAP Medical is able to pass savings on to customers through more competitive pricing.”

Photo credit: MAP Medical