BMET of the Year finds customer service is key to success

John Thomas, the 1998 AAMI/Marquette Medical BMET (biomedical equipment technician) of the Year, says that customer service is a key to success in the biomedical field. BMETs should consider patients to be the top of the customer pyramid, but they should also work with nurses and physicians on a customer-service basis. As chairman of Christiana's Department of Clinical Engineering CQI (continuous quality improvement) committee, Thomas acted as buffer between management and staff, identifying quality improvement issues, choosing people to handle the issues, developing process improvement programs, and implementing improvements.