Office of Acquisition and Logistics — Service and Distribution Center

United States Department of Veterans Affairs

Endoscope Repair Program Frequently Asked Questions

Endoscope Repair Program | Choosing the Right Endoscopic Repair Service

What are endoscopes?
What causes endoscope "failures"?
Why does VA operate its own in-house endoscope repair program?
How can the SDC offer excellent cost-savings for customers?
How does the SDC assure quality in its endoscope repair program?
How long does it take for the SDC to repair an endoscope?
How can I request the SDC's convenient same-day pickup service?
How can I request a FREE loaner endoscope while my endoscope is being repaired?
What types of payment does the SDC accept?

Endoscopes are miniature, elongated microscopes that physicians use to perform minimally invasive procedures on patients — in their hollow organs or internal canals. Endoscopes may be rigid or flexible. Both are delicate, precision instruments. Most flexible endoscopes contain systems to deliver light, suction, air and water. Another internal system makes it possible for the physician to control bending of the instrument, referred to as distal-end angulation. Flexible endoscopes contain either an electronic video camera chip or glass fibers to produce or "return" images for the physician to view. Rigid endoscopes deliver light through thin stainless-steel tubes and "return" images through glass lenses.

2. What causes endoscope "failures"?

Causes range from normal use and sterilization to improper use and handling. Rigid endoscopes are susceptible to housing, lens and lighting system failures. Flexible endoscopes are susceptible to leaks, tears, kinks, buckling, lighting and angulation problems.

3. Why does VA operate its own in-house endoscope repair program?

VA decided to open an in-house endoscope repair service after calculating that the cost of repairing flexible endoscopes alone exceeded $5 million a year. Providing endoscope repairs in-house ensures responsive, reliable and cost-effective service to VA medical centers and promotes quality care for veterans. The SDC added endoscope repair to its repertoire of services in 1991.

4. How can the SDC offer excellent cost-savings for customers?

Several factors combine to make this possible. First, the SDC maintains a highly experienced and qualified staff, capable of providing an accurate diagnosis of any endoscope problem. Our staff thoroughly inspects each endoscope to determine the minimum repair necessary to return the item to safe operating condition. Costly major overhauls are recommended only when necessary. Whenever appropriate, the SDC replaces individual components rather than completely rebuilding the instrument. Our competitors routinely perform and charge you for a complete overhaul every time an endoscope is sent for repair. Next, the high-quality repair work performed by our team of experts minimizes the potential for new problems and prolongs the operational life expectancy of the instrument. In addition, we provide customers with training on proper maintenance and handling of their endoscope. With this knowledge, they can properly operate the instrument to prevent inadvertent damage.

5. How does the SDC assure quality in its endoscope repair program?

All the SDC technicians are factory-trained with an average of over four years of professional experience. When specialized tooling is required, the SDC uses contracted manufacturer services to perform certain major overhauls. The SDC maintains an active training and service partnership with the manufacturers. This gives the SDC and its customers a unique privilege — access to original equipment manufacturer parts. In addition, the SDC operates a rigorous quality assurance program. All repairs are backed by a 90-day warranty.

6. How long does it take for the SDC to repair an endoscope?

Most minor repairs can be completed the same day the SDC receives the instrument. To speed turnaround times, the SDC offers a convenient, same-day pickup service. This Federal Express courier service is available throughout the continental United States. Pickups from remote areas may take longer as they will depend on the courier’s schedule. To request same-day pickup service, call the SDC as soon as possible. When repairs take longer OR to prevent any procedure cancellations, you can request a FREE loaner endoscope from the SDC to use until your instrument is repaired.

7. How can I request the SDC's convenient same-day pickup service?

Please contact the SDC Biomed Team for pre-printed UPS labels.

8. How can I request a FREE loaner endoscope while my endoscope is being repaired?

Call an SDC repair technician at (708) 786-7670 to request a free loaner endoscope. Calls will be answered during the SDC’s normal business hours (M-F, 7 a.m. — 4 p.m., Central Time). If you call at any other time, please leave a voice-mail message and your call will be returned on the next business day. In most cases, the free loaner endoscope can be shipped to you via UPS for express delivery.

9. What types of payment does the SDC accept?

Payment is easy because the SDC will accept your government credit card or bill you against a purchase order, contract or Military Interdepartmental Purchase Request (MIPR) number. For Department of Defense (DoD) customers, it is important to note that the SDC is registered with Central Contractor Registration {(DUNS) # 79-453-1558, Cage Code 1MYN2 and Tax ID #74161229}. Customers from DoD and other government agencies who wish to use another payment method should call the SDC repair technician at (708) 786-7670.

If you still have doubts that the SDC should be your first choice for endoscope repairs see “Choosing the Right Endoscopic Repair Service” to help you decide.