Smart Pumps
Avoiding Buyer's Remorse

March 8, 2010

Approximately one in five customers who purchased the highest-rated B. Braun Outlook or the new Hospira Symbiq say that they would not buy the same pump again, nor would 17 percent of those using the small, user-friendly Baxter Sigma pump. Conversely, 99 percent of interviewed customers who purchased the CareFusion Alaris pump would repeat the decision. What accounts for these differences in customer satisfaction and buyer’s remorse?

Purchasing infusion pumps is a multi-stakeholder decision, and Alaris has shown its ability to satisfy nearly every stakeholder at almost every type of facility. Where do other pumps vendors fall down? How important are hospital size, wireless functionality, EMR integration, and department buy-in to the overall success of a product, and which vendors can deliver in which situations?

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