TRIMEDX Vice President of Quality and Regulatory Compliance Denisa Lambert and Network Vice President of Clinical Engineering Adam Herman were recently featured in a DOTmed article about the high-quality MR services independent service organizations can provide. In the article, they describe the advantages TRIMEDX offers, including 24/7 coverage, Predictive Work Systems (PWS), capital-planning insights, and specialized training.
In mid-July, a tragic accident at a New York MR center thrust safety concerns into the spotlight. A 61-year-old man died after his metal chain flew into the machine’s magnetic field, revealing a fatal gap in safety protocols. What should have been a routine scan turned into a nightmare, raising a critical question for healthcare providers: How can safety standards be improved?
MR safety goes beyond simply keeping metal out of the room. As these machines evolve, so does the complexity of maintaining them. Superconducting magnets, cooling systems, and complex electronics create a perfect storm of technical demands. With that complexity comes new risks—where even a minor malfunction can have catastrophic consequences for both patients and staff.
Compounding the issue is cost. MR scanners are among the most expensive medical devices to purchase and maintain, and each new generation deepens the financial strain. With many healthcare systems already grappling with budget cuts, traditional solutions—like service contracts with original equipment manufacturers (OEMs)—could prove unsustainable.
Enter independent service providers: offering flexible, cost-effective alternatives that challenge the industry’s norms. These third-party providers make a compelling case for high-quality MR service without the hefty price tag. But the question remains: Do they deliver the same reliability as their OEM counterparts?
Denisa Lambert, vice president of quality and compliance at TRIMEDX, answers with resounding "yes." Unlike organizations juggling service calls across multiple clients, Lambert explains, “TRIMEDX teams are dedicated to the specific health system they support.” This focused approach ensures “faster, more personalized service without competing priorities.”
Moreover, TRIMEDX provides “24/7 coverage—including holidays—at no additional cost,” while many OEM providers charge extra for after-hours labor. TRIMEDX also extends the life of MR systems beyond OEM end-of-service dates, allowing hospitals to make more strategic use of capital. “Our ability to leverage third-party vendors enhances flexibility, reduces service costs, and improves response times,” Lambert adds.
While TRIMEDX offers a comprehensive service model, competitors like Intelas (formerly Crothall) also provide strong alternatives. Mario Wug, regional technical director at Intelas, highlights the company’s emphasis on greater resource availability, with engineers often stationed onsite for quicker response times. “The Intelas supply chain is ISO:13485 certified, ensuring access to quality parts for a wide range of equipment, including older models,” Wug says, adding that many OEMs face backlogs or long delays when sourcing parts for outdated systems.
By combining on-site engineers with a robust, local supply chain, Intelas can offer faster response times and reduced downtime, Wug maintains.
Larry Knight, CEO of Altima Diagnostic Imaging Solutions, has witnessed this firsthand. “A capable third-party provider can—and will—provide better response times and more competitive pricing options [than the OEM],” Knight says. While some might frame it as an “us-versus-them” situation, Knight stresses the importance of collaboration. Altima, specializing in Siemens Healthineers MR and CT systems, enjoys an “excellent, cooperative relationship with the OEM,” regularly communicating with Siemens service teams and project managers.
Third-party MR service provider MXR Imaging also maintains “professional working relationships” with OEMs, though executive vice president of operations Shelby Lemlar acknowledges that the situation is nuanced. “While we compete with OEMs for service contracts, we source OEM parts and acquire equipment from various trade desks—always following manufacturer standards for quality and safety.”
Lemlar explains that this approach gives customers independent service organization-level flexibility and compliance, backed by certifications from select OEMs for system deinstallations. At the heart of their success, she says, is collaboration—essential for supporting customers effectively.
“Whether we’re working with an OEM or another third-party group, our shared focus is keeping providers equipped to deliver exceptional patient care,” Lemlar says. “These services directly impact our friends, families, and communities, which is why we prioritize strong partnerships, reliability, and the highest standards in everything we do.”
Tackling helium shortages
The middle objective—reliability—is especially critical as the industry grapples with helium shortages. As an essential cryogen for cooling MR machines, helium is in short supply, and its rising cost is putting added strain on healthcare systems. Even a small loss can lead to costly downtime, making every drop vital.
Fortunately, Lemlar says non-OEM providers are stepping in to address the crisis. MXR tackles the problem with two key strategies. First, they use their buying power to secure reliable helium supplies at competitive prices. Second, they take proactive steps to prevent helium loss, minimizing waste and helping providers control costs.
“We believe that preventing problems upfront is far more effective than dealing with costly issues later,” Lemlar says. “We make sure our customers’ equipment is carefully maintained to avoid failures that could lead to helium boil-offs, including regular maintenance of the chiller system.”
When issues do arise, Lemlar emphasizes the importance of early detection. “We use strategies like remote monitoring, tracking coldhead and compressor performance, and maintaining strong communication with our clients. These steps help us catch problems before they lead to significant helium loss.”
TRIMEDX is also addressing this challenge with its Predictive Work System (PWS). Adam Herman, the company’s network vice president of clinical engineering, points out that by working directly with multiple helium suppliers, TRIMEDX can choose vendors based on cost and response time, often resulting in lower costs than those relying on subcontracted suppliers with added markups.
Their approach also helps hospitals with capital planning by assessing factors such as device utilization, age, service history, and cyber risks. “Instead of making blanket capital investment recommendations solely based on end-of-service dates, we help hospitals make informed decisions about when to invest in new equipment versus extending the life of existing assets,” Herman says.
Altima’s Larry Knight and Intelas’ Mario Wug highlight similar solutions, particularly the importance of remote monitoring in preventing helium loss. Knight, for one, endorses his company’s Truview Remote Monitoring technology, which uses predictive analytics to track the magnet and its components, minimizing helium loss and addressing quench risks before they escalate. “The magnet itself is the biggest financial liability of the system,” Knight says. “And keeping the magnet healthy by watching the long-term performance of the magnet is critical to long-term fiscal stability.”
Wug concurs, stressing that remote monitoring helps prevent unnecessary helium costs. “By spotting problems early, we can act quickly to avoid costly helium refills,” he explains. And with newer magnets becoming more helium-efficient, both the industry and customers stand to save even more, Wug adds.
The AI factor
While remote monitoring has become standard for many non-OEM companies, artificial intelligence (AI) is emerging as a powerful ally in predictive maintenance. Lemlar sees major potential for AI in rural MR sites, where it could slash delays and prevent emergency calls.
Knight, however, remains skeptical, arguing that AI is still too immature and its data too raw to make reliable predictions about magnet performance and stability.
Wug, on the other hand, is more confident about AI’s role, noting that his company leverages algorithms to sharpen technical expertise, streamline service, and tighten control over installed systems. “From alerts to projections, AI tools help provide our engineers with data to prevent downtime and enhance uptime for customers’ imaging equipment,” he says.
Herman shares this optimism, pointing to TRIMEDX’s PWS technology, which monitors a range of MR units to detect early signs of failure. OEM-agnostic, it offers broader coverage and more consistent results, he says. “By addressing issues before they escalate into downtime, we can schedule service that better supports patient care.”
And patient care is non-negotiable, says Herman’s colleague Denisa Lambert. “Safety and quality are our top priorities,” she adds, highlighting how TRIMEDX teams undergo specialized MR safety training both in-house and through hospital compliance programs.
Intelas follows a similar approach, emphasizing engineer training and rigorous safety protocols. Wug notes that the company ensures quench vents are properly maintained, and engineers receive MR-specific training. “We partner with customers to identify critical devices, including high-end MR systems,” he says, adding that their service plan includes engineer assignments, training, and real-time updates for clinicians.
Training is also central to MXR Imaging’s strategy. Lemlar highlights MR-specific courses eligible for continuing education credits, along with compliance support and emergency preparedness, which includes quench vent inspections and safety audits. “We also provide MR-safe products through direct partnerships, helping customers stay on budget while meeting American College of Radiology and Joint Commission standards,” she says.
The impact of consolidation
Consolidation is reshaping healthcare services, and MR providers are feeling the pressure. While larger companies tout broader coverage, many argue that service quality often suffers. Can these giants maintain the reliability and personalized attention independent providers are known for?
Knight remains skeptical, noting that consolidation reduces the pool of reliable non-OEM providers and compromises quality control. As these companies grow, maintaining strict standards across an expanding network becomes difficult. Additionally, consolidated parts suppliers often sell harvested components that haven’t been adequately tested, resulting in higher failure rates. To mitigate this, Knight insists quality standards must evolve to match the capital driving consolidation.
Wug shares this view, describing healthcare as a magnet for venture capital. “Consolidations certainly drive change and a focus on margins,” he says, “but at Intelas, we remain committed to our customers.”
Lemlar adds that the trend of smaller ISOs being absorbed by equity-backed firms often results in centralized, less agile operations. “MXR thrives as a large, privately owned company,” she says. “We combine the resources of scale with the flexibility of a smaller outfit.”
TRIMEDX’s Lambert echoes this, emphasizing the need for stability amid change. “Healthcare providers need reliability from their clinical engineering partners,” she says. “That’s why we’re doubling down on service excellence.”
This commitment to stability is crucial, especially in a field where rapid change is the norm. While certain risks—like metal in the MR suite—are inevitable, providers must ensure their systems are always primed to safeguard lives. It’s through collaboration, innovation, and a relentless drive for excellence that both OEM and non-OEM providers are raising the bar. The true challenge? Navigating the shifting landscape while never losing sight of the ultimate priority: patient care.