Our Service Volume 1.2

our team, our health, our Canada

Fall Edition; Year in Review. Innovations Shaping Growth Initiatives for GEHC Service Employees Pledge to HealthAhead Volunteering, FSR Field Stories & more

GE Healthcare Canada

Table of Content

Service 101 FSR Update from the Commercial Services Team……... 4 Canadian Service Organizational Chart………………… 5 50/50/750; Moving Forward………………………………… 6 Manager Profiles Kathy Winter………………………………………………………. . 12 Scott Blackwood…………………………………………………… 16 Shawn Ward………………………………………………………... 18 Ron Van Paridon…………………………………………………. . 28 It’s Your Business NPIs………………………………………………………………………. 8 Seibel Update………………………………………………………. 11 Clinical Systems Update……………………………………….. 14 EHS………………………………………………………………………. 17 HealthAhead………………………………………………………… 20 Customer Escalators…………………………………………….. 22 HSAM present: highlights & 2011 wins…………………. 24

Who We Are Stories from the Field Women’s Network………………………………………………… 13 GEHC Comes Together For a Fellow FSR………… ……… 19 Service Signs Largest Multi-Vendor Contract…………. 29 Volunteering Stories……………………………………………… 30

Be recognized as the leading Services and Solutions provider while Making it Personal with employees and customer…enabling them to Perform at the Next Level.

Americas Service

VISION

Support Ops Strategy

Dear Service Members,

It’s that time of year again; I’d like to present to you the second official issue of the Our Service Online Magazine. Captured in these pages we’ve shared the essence of what our business has accomplished this year towards our healthymagination goals and objectives. Read through our 2011 wins, firsts in service contracts, highlights from across GEHC and HealthAhead pledges made by our employees. Also, some volunteering stories from across Canada, Customer Escalation 101, recent developments in Siebel 7.8 audience engagement and of course our great GE health services we have provided to our Canadian communities from coast to coast.

This year has been an amazing journey; and before I talk about some of our feature stories published in this Fall edition I want to personally explain how proud I am of our teams accomplishments in first, second and third quarter. Throughout the year we have stayed strong through changes between customers, regulatory, and compliance environments. We have done a fantastic job meeting our challenges head on and working towards our team’s goals and objectives and the business’s healthymagination vision.

This issue of Our Service Magazine really focuses on how our employees work together as a unit and is the backbone of our strong, successful team overall. The service business has worked tirelessly across all GEHC product portfolios to ensure our customers are always completely satisfied. Through these pages you will find our big wins from our service HSAMs and RSMs and some collaborative efforts between team members as CS shares some of their greatest wins from 2011. Also, staying true to serving our communities, some employees have offered to share their volunteer initiatives and how GEHC employees are making a difference all over Canada through helping those in need and education our youth generations.

Thank you again for everything you have contributed to GE Healthcare and specifically the service business this year, and enjoy exploring the Fall edition of Our Service online magazine.

Shawn Campbell

Commercial Services Team Introduces Quarterly FSR Update

Your Commercial Services Team:

Jalil Juha, Commercial Services Leader Rosie Stipic, Commercial Services Sales & Marketing Analyst Jennie An, CSS-West & Central Rashid Bhatti, CSS-East & Central Dina Rizzi, HSAM- Central Brian McWilliams, HSAM -Central Annie Rochon, HSAM-East Shane Martell, HSAM-West

Recent News

*FSR ACCESS TO CONTRACT & OFF-WARRANTY TRACKER* For the first time ever, FSRs will have access to the Contract & Off-Warranty Tracker so that you can always be aware of contract updates. This tool will be updated once a month located in the "FSR Corner" on the Services Marketing Support Central website.

Upcoming Service Projects

Sales Enablement Update

• Product Intro Deck • Step by step processes for: TiP - Ed

Online, iCenter, InSite, iLinq • Newly developed GEHC Commercial

Services page on SMART

Customer Service Centre Team Update

• Incorporating HCIT into back office functions

• Completion of HHS backoffice set up • Contract Summary page for FSR's • NCR Quote Process • Removal of Parts SIDs • POT Losses

Service Operations Team Update In preparation for the new Siebel platform, the service ops team is working to clean up data prior to the migration. This effort will involve understanding product mapping as well as ensuring existing processes & procedures are sufficient for maintaining a clean IB and making necessary changes.

AssurePoint OnDemand/NCR Program Update

Q3 Results and Winners

Congratulations for a great Q3 and to all the winners! To see all the results and winners, click here. Q4 is our last chance to catch up! Let's do everything we can!

The Last Mile....The Road to $108M

As a small thank you for all your help for getting us there in Q4, we will double the individual payout to the FSR(s) for each NCR program initiative generating revenue for Q4.

NEW program - Project PMs

Customers are under a lot of pressure to complete their Planned Maintenance - and may not have the time- Accreditation is coming, and you can help! Talk to them about bringing a GEHC team in to help them get caught up. Your bonus is $50 per PM - but Q4 we are doubling all payouts, so take advantage and start selling!

Please visit AssurePoint OnDemand site for all customer brochures and the Playbook.

Who We Are The Handy Reference

Shawn Campbell General Manager, Service

Ron Van Paridon DOS – West

Eve LaRiviere DOS – East

Sandra Neale EHS Director

Bill Clyne DOS – Central

Jennifer Galloway Service Operations

Manager

Susan Zammit-Milani CSC Manager

Ron Rivard NSC Manager

Jalil Juha Commercial Manager

– Service

Extended P&Ls Patrick Ford

HCIT Ed Liu

Life Sciences

Support Team Elle Andric

Human Resources Tariq Siddiqui

Finance Linda Lindsay

Regulatory Michael McDonald

Quality Laura Forester

Marketing Stephanie Fasulo

Public Relations

MABE Support Team Michael Layden

Compliance Support

Alain Gougeon National Support Lead - MR Ravi Kalyanakrishnan National Support Lead - IT David Liggat National Support Lead - CV Gerard Miller National Support Lead - MS Glenn Mitton National Support Lead - XR Michael Macneil National Support Lead - CT Scott Pearson National Support Lead - ICAR Imad Saraj National Support Lead - U/S David Skufca National Support Lead - LSS Nicholas Waterton National Support Lead - MI Callran Woo National Support Lead - MUSE Rory Fox Technical Operations Manager Earl Langridge Service Education & Lean Leader Keith Williams Customer Advocacy Leader

Sharjeel Ashraf Customer Account Analyst HCIT Enrica Caputo Customer Account Analyst Marlyne Colas Customer Account Analyst Judith Gimes Customer Account Analyst Chantal Mitchell Customer Account Analyst Joshua Stainton Customer Account Analyst Martin Hosang Customer Master & Install Base Specialist Kripalini Hoorpah Regional Quote Specialist Allena Joseph Regional Quote Specialist

Jennie An Customer Solutions Specialist Rashid Bhatti Customer Solutions Specialist Shane Martell Healthcare Service Account Manager Brian McWilliams Healthcare Service Account Manager Dina Rizzi Healthcare Service Account Manager Annie Rochon Healthcare Service Account Manager Rosie Stipic Commercial Services Marketing Analyst

Donald Bartels Service Centre Representative Michael Catsburg National Service Rep Imtiaz Dar Service Centre Rep Afsaneh Hejazi Service Centre Rep Bernardino Malijan Service Centre Rep

Scott Blackwood EHS Manager Rhonda Buchy Radiation Safety Leader Ed Kling Radiation Safety Leader Regional Support Leader

Bobby Alag Regional Service Manager Fitzroy Gillespie Regional Service Manager Dave Hawthorne Regional Service Manager Kieran Mckeown Regional Service Manager

Rejean Boissonneault Regional Service Manager Shawn Ward Regional Service Manager Daniel Pepin Technical Account

Arvind Chawla Regional Service Manager Justin Whyte Regional Service Manager

GE HealthCare Playing to Win

Our Canadian Healthcare teams are fiercely underway with a successful pursuit towards our 50/50/750 GEHC vision for the next 4-5 years. Our employees work every day to build a Healthcare Powerhouse! Some of the areas for growth in our business are listed below along with select growth initiatives from our business this year.

GEHC and Center for Probe Development and Commercialization (CPDC) are presently formalizing an agreement to collectively respond to new radiopharmacy/molecular imaging opportunities. A formalized partnership between CPDC and GEHC offers significant MI growth opportunities. Jointly, we complement our expertise and value propositions. CPDC offers its expertise in regulatory, quality assurance, recruitment, education and manufacturing whereas GEHC brings its IP and IP pipeline, clinical breadth and safety packages. Collectively, GEHC and CPDC have a significant value proposition for institutions that want to initiate or ameliorate their molecular imaging programs.

Molecular Imaging

Our 2011 year started with the success with the Discovery 670 and Discovery 530; in addition, revolutionary products are coming to our market, from CZT based molecular breast imaging cameras and new PET/CT technology to an integrated PET/MR. These products will transform Molecular Imaging from a leadership position to a powerhouse. We can only accomplish this with a solid Service and Sales organizations.

Infrastructure

Throughout the last three quarters our regional teams collaborated on several large infrastructure deals allowing us to achieve a market share of over 70 per cent. We are seeing a strong pace of growth in health infrastructure projects throughout Canada. Central region we saw our largest wins at Niagara Health System and Halton Healthcare’s New Oakville Hospital. In addition, a cross-business win was rewarded to as at the new Forensic Services and Coroner’s Complex facility, a first – of –its kind in North American and a first for GEHC in the Americas. In the west, June 1st marked the grand opening of the Jim Pattison Outpatient Care and Surgery Centre one of the largest infrastructure deals to date. Our customers partnered with us through installation, technical, service, clinical applications, PACs, performance solutions and project management. Last but not least, our eastern teams won opportunities at “super hospital builds” as McGill University Health Centre and CHUM. Soon, we hope to announce new projects currently underway in Newfoundland with some design and planning development at Corner Brook Hospital.

Home Health In January 2011, GE Healthcare and Intel formed a unique joint ventured called Care Innovations; technology-based solutions that give people confidence to live independently. Unlike our traditional HC space, this technology is installed in the patient’s home allowing clinical providers and support teams to effectively monitor the patient and actively make changes and recommendations to their care.

Our first partner is the Fraser Health Authority. They are currently rolling out 80 Guide units to their COPD patients who are self-manage his or her own condition. By customizing the Guide and using embedded education material they are optimistic that this program will help reduce the number of Emergency room visits and unscheduled doctor and clinic visits. GEHC is excited to be a part of our changing population. People are living longer; but regardless of age, patients want to stay in their homes as long as possible and GEHC is developing technologies that is helping them do just that The Service business is looking at expanding and developing all our existing services to meet the needs of the new business. Our CARES call center will take service calls from our new customers (Hospitals, Community, and public and Private Home care; as well as public and private residential care.) Our service model will leverage the National Service Centre we will use a Return to Factory service support. No service representatives will be sent to site for Home Health.

Big Happenings in New Product Introductions

NPIs Clinical Systems

CardioSoft Diagnostic System and DICOM connectivity

Clinically Connected. Simply Smart. CardioSoft v6.6 Diagnostic System from GE Healthcare is more than a software program – it is a data acquisition and management solution that transforms a physician’s PC into an advanced diagnostic system. CardioSoft makes it easy to acquire, analyze, store and transport resting ECG, exercise stress tests, ambulatory blood pressure and spirometry measurements.

DICOM connectivity is used in a broad range of GE products, including CT scanners, MR systems, Cardiac X-Ray, PACS and Centricity® workstations. To this day, we continue to work with IHE in further developing DICOM . CardioSoft™ Diagnostic System and DICOM connectivity offers the power of an integrated diagnostic report with imaging data for efficient review of a patient’s condition.

CardioSoft™ Diagnostic System and DICOM connectivity offers the power of an integrated diagnostic report with imaging data for efficient review of a patient’s condition. Now, a PACS serves is a clinical data management system, CardioSoft

Diagnostic System can export clinical reports from Resting ECG, Stress ECG, Spirometry and Ambulatory BP procedures directly to it.

CASE and DICOM connectivity Efficient analysis through integrated ECG and imaging reports

CASE® and DICOM connectivity offers the power of an integrated ECG and imaging exam environment to provide efficient review of a patient’s condition. Using DICOM modality work lists, your stress or ECG system interfaces directly to the department management system for complete, bi-directional communication to eliminate data re-entry errors. Post-procedure, the ECG report is automatically routed to your PACS for review at the same workstation as the imaging data – making all relevant procedure data electronically available immediately.

Big Happenings in New Product Introductions

NPIs Diagnostic Imaging

This year, the Canadian molecular imaging business experienced an unprecedented 32% market growth. Primarily as a result of the Canadian market transforming to high-end new product introductions and large infrastructure deals (new hospital builds) like the new Halton Healthcare hospital and Glen Yards (McGill).

The latest flagship product introduction is the Discovery 670, a 16-slice diagnostic SPECT/CT system augmented with the ASiR technology. This revolutionary camera allows customers to reduce the radiopharmaceutical dose and acquisition time as a result of our advancements in detector technology in combination the Xeleris Evolution package. In fact, our win rate is >90% in diagnostic SPECT/CT orders since the introduction of the Discovery 670 in late 2010!

The Big Picture

SIEBEL 7.8 Keeping Our Employees Engaged

A year and a half has passed since the 1st major deployment of Siebel into GE Healthcare Canada’s Devices team; and the journey is far from over! In a short 15-18 month from now the America’s team will release the new version beginning with the Devices team and expand from there to all Canadian Service-based Healthcare team.

How will Seibel engage you? Let’s find out…

Through this past year many new developments have taken place including: (a few key points that developed since January)

Each employee will use Siebel differently and also be affected in various ways. In the coming years, it’s important to know what audiences exist and how each will be using Siebel and the timing of the changes that will be happen. The core GEHC employee Subject Matter Expert (SME) Team have been a part of the design review process from the beginning advising the America’s Siebel development team on Canadian requirements. They span all the different areas in the service business. Later this month the SME team will be part of a Showcase Event where they will be able to “play” in a virtual Siebel environment allowing them to experience the latest Siebel software for the first time - now that it is over 40 per cent complete! It’s a chance to engage users, try the new Siebel and gain some much appreciated feedback.

The next group of employees have been the members of the Devices Field Team. A little over a year from now prep-work and pre-training will begin for this team on Siebel 8.1. It’s a chance to engage real-world users, learn the new software and get ready. In July 2013 this team will be go-live on the platform of the future!

Last but certainly not least is the all the other GEHC Canadian employees who will be using Siebel 8.1; HCIT, Biomeds, and DI. These employees will all be engaged along the way following the integration of the Devices Team later beginning later in 2013 and into 2015!

It’s coming, it’s going to be exciting, and it will change the entire landscape of our business!

For more information please contact Chris.Love@ge.com or visit the Siebel Support Central Website

Siebel Team Org Chart. Click to Enlarge

Kathy Winter

National Performance Solutions Leader Mississauga, ON

Years with GE: 6 months

Q: What do you see as your most important objective? Right now there are two key objectives. As we are working to build our Performance Solutions business objective one is to build relationships across the broader GE and with our potential clients and the second objective is to support the PS team as we grow. Q: What is your definition of great service? We have exceeded client expectations, they ask us back to help them with their next problem and they speak highly of us when other clients as how GE did.

Q: What do you love most about your job? There is no end of possibilities - that is extremely exciting about GE Q: What is one saying you live by? My favourite saying is - What would you do if you knew you could not fail?

Q: Tell us a little about your family. A 12 year old Golden called River and a 2 year old rescued doodle/something else cross called Mia. They’re a huge support after any day and they get me out for 2 walks a day rain or shine. Q: Tell us one thing most people would be surprised to know about you? I am writing a cook book in my spare time. Q: What is the most daring thing you’ve ever done or want to do? Commuting into Toronto by car for 10 years – or running off a mountain in BC in a hang glider (and thankfully an instructor attached). Q: What’s the best advice you ever got? Be the person you aspire to be – that was from an ex-boyfriend so not sure about that advice but I like it anyway. Q: Where do you see yourself in 10 years? Hopefully well along the path of achieving those objectives in Questions 1 and 2!

Manager Profile

The Women’s Network

Who can join?

Women & Men!! Any Business Any Function Any professional band

Our Mission

To Foster professional women’s development to grow, attract and retain successful women throughout GE We provide development opportunities that focus on leadership, advancement and career broadening opportunities through information, education, and networking with other women.

How can I get involved? Attend an event Contact your local hub

leadership Talk to other women Sign up for mailing list Visit the Website Now

Benefits of the Women’s Network

A forum to learn and lead Find help with your professional

development and career growth via mentoring and coaching opportunities

Share info about job opportunities Learn about best practises relating to

career management from internal and external experts

Exchange views with successful role models

Gain exposure to senior leaders in the business

On October 14 2011, GE Women’s Network hosted its 5th Annual Big Event themed Courageous Leaders. Women from all across the GTA came together and shared stories of personal strength and inspiration in light of Breast Cancer awareness month. Mayor Hazel McCallion was present for GE Pink Ribbon campaign that had participants from all over the globe shaping Pink Ribbons in honour of Breast Cancer Awareness.

Left: Speaker, Marla Lukofsky actor, comedian and breast cancer survivor. Top Right: GE Pink Ribbons with special speaker Mayor Hazel. Right: Guests learning about new GE women’s health technologies.

Markham Stouffville Hospital This past summer, GEHC was top choice winning 100 per cent of votes on a competitive whole house RFP to install 97 CARESCAPE ™ Monitor B850 at Markham Stouffville Hospital. MHS released an RFP to replace and purchase new equipment for the hospital’s developing expansion opening its doors in 2013. MHS new hospital addition will include: a new emergency department, eight new operating rooms, a larger DI center, an enhanced maternal child program and expanded mental health services. GEHC beat out or

regular competitors and have plans to partner with MSH and continue provide innovative and exciting healthcare solutions for the future. Currently MSH is an install base using all GEHC Clinical Monitoring Equipment. This very impressive win provides potential growth and opportunity in the central region business-wide. St. Mike’s Hospital, Toronto CS celebrated an order RFP win at St. Michael’s Hospital in Toronto this year for 111 CARESCAPE™ Monitor B850; Over the last two years our business has been strongly motivated working with St. Mike’s to partner up and present to them some front-running advances in healthcare. St. Mike’s released a complex whole-house RFP as they traditionally are a multi-vendor site with four vendors installed (Dräger SpaceLabs, Philips and GE). Our long-standing relationship with St.

Know our Business… A year in Clinical Systems

Clinical Systems is an avid part of our the GE Healthcare business; as many of the teams partner up to ensure our customer’ satisfaction and overall business success, some impressive CS wins come to us from the employees who work alongside our service workers.

Mike’s earned the RFP win and now St. Mike’s will proudly be a reference site for clinical monitoring for future customers and to showcase our healthcare technology. MUHC (McGill) Quebec Eastern Region McGill University Health Center (MUHC) has been a long-standing partner with GEHC. More recently, our healthcare partnership has strengthened through some of GEHC’s newest technologies and our cardiology solution will expand throughout Quebec’s healthcare community. In November 2010, GEHC won a competitive RFP from MUHC/McGill to replace Dräger ECG Management system and Philips ECG carts with all new GE Diagnostic cardiology equipment. The MUSE® Cardiology Information System and 63 MAC® 5500 ECG Carts (25 ECG carts at satellite Northern accounts) with WIFI option were purchased along with four GE Premium CASE® Exercise Testing Systems with four Tango BP devices and remote viewing stations. This past summer, on June 13th 2011 marked a successful go-live with no issues and the story doesn’t stop there. Future opportunities are ever-present with McGill’s six partnering hospitals including Royal Victoria

Hospital, Montreal General, Montreal Children’s Hospital and Neurological Hospital to name a few. McGill has become a regional Cardiology database centre with multiple opportunities to integrate many remote hospitals. Nunavut Hospital has already purchased 17 MAC® 5500 ECG Carts and will be transmitting ECG’s to the MUHC/McGill MUSE any day now. This very impressive win provides potential growth and opportunity in the Eastern region business-wide. Calgary Foothills Medical Center, Alberta A first-time Anaesthesia win was rewarded to our GEHC CS team this year! The new GE End tidal (Et) control software is a new feature on the AISYS care station and Foothills are the first ones to adopt the new feature in Canada. Foothills will now have the ease of both safety and economic benefit within their hospital operating rooms. Purchasing approx. 30 units, not only will Foothills have full electronic platform collaborated with the GE Aisys Care Station our business will move forward in competing with high-end customers, or provide solutions as compete with new entrances into the market!

Scott Blackwod NEW EHS Manager

Mississauga, ON Years with GE: 4

Q: What do you see as your most important objective? It is and has always been, to help make sure our employees go home to their families every day. Q: What is your definition of great service? From an EHS perspective, we are providing service to our employees as well as our customers. It is crucial for EHS to be intrinsically linked to all of our employees and to make sure that we meet our customer needs as well. I like to ensure that EHS is a “seamless” and “efficient” process, both internally and externally.

Q: What do you love most about your job? I really enjoy working with people and being a part of teams. From a young age, I have always been a part of sports teams. Q: What is one saying you live by? It’s better to be late in this life, than early for another. Q: Tell us a little about your family. I have been married to my wife Lara for 9 years. I have two children, Cameron is 6 and Keira is 1. Both my wife’s family and mine are from Belfast, Northern Ireland…so; it’s always a challenge when we visit. Q: Tell us one thing most people would be surprised to know about you? I entered in the Ontario Mountain Biking Championships…and crashed twice during the practice run. Needless to say, I did not make it to the actual race! Q: What is the most daring thing you’ve ever done or want to do? I have gone white-water rafting on the New River Gorge, West Virginia. I would love to do some sea kayaking in Greenland. Q: What’s the best advice you ever got? If you want something, go and get it! Q: Where do you see yourself in 10 years? Happy and healthy, enjoying life with my family…probably teaching my son how to drive an electric car . I Hope to still be in the EHS world, leading a Global P&L within GE.

Manager Profile

Environmental Health & Safety Tips & Winter Readiness

With Winter on its way…here are some great safety tips for driving on icy roads:

1. Leave yourself plenty of room to stop when following other motorists.

2. When braking stop gently to avoid skidding.

3. Turn on your lights to increase your visibility to other motorists.

4. Be especially careful on bridges, overpasses and infrequently traveled roads, which will freeze first. Even at temperatures above freezing,

5. Don't pass snow plows and sanding trucks. The drivers have limited visibility, and you're likely to find the road in front of them worse than the road behind.

6. Don't assume your vehicle can handle all conditions. Even four-wheel and front-wheel drive vehicles can encounter trouble on winter roads.

EHS Important Driving Safety Reminder:

GEHC prohibits employees from texting, typing, dialling or emailing using their hand-held wireless communication devices, while driving; GE recommends safely pulling off the road to conduct a conversation. In certain situations employees may utilize a headset or other hands-free device.

GEHC Remote Office Health and Safety Program

• Implemented policy for mobile/home based/customer site employees

• Document 17.2 can be found on the EHS Support Central under Element 17

Ergonomic Evaluation Process • Complete Annual Office Ergonomic

Survey • Ergonomics Team assigns high risk

employees a self-help ergonomic workstation tool through MyLearning

• Ergonomics Team schedules a discussion to understand how to best address pain/concerns

• The team reviews the detailed findings and decides on recommending equipment to address the concern

Ergonomic quick tips for mobile employees! (I.e. while working in a hotel room)

• Bring a stress ball • Use a pillow or towel for lumbar

support • Use a rolled hand towel in front of the

keyboard as a wrist rest and a phone book as a laptop riser

• Take micro breaks and stretch

Consult an Ergo Team member or notify EHS Compliance Specialist if you have an ergonomic concern or need guidance on workstation set up.

For more EHS info contact: Sandra Neale or Scott Blackwood

Shawn Ward RSM- Eastern Region

Newfoundland Years with GE: over 22

Q: What do you see as your most important objective? My most important objective is balancing the needs of the clients and employees in meeting the company objectives.

Q: What is your definition of great service? Great customer service is a function of how well an organization is able to constantly and consistently exceed the need of its clients.

Q: What is one saying you live by? Luck is what happens when preparation meets opportunity

Q: What do you love most about your job? I like to help. I like giving my team the opportunity to grow and develop to their potential and hopefully a positive influence. I like creating an environment for people to succeed. I like working with people smarter than me and I like being on the cutting edge of a fast paced industry.

Q: Tell us a little about your family. I’m married with 3 daughters, 2 in University and one in the final year of high school. My oldest daughter Nancy is completing her BSc degree in nutrition at Memorial University; Michelle is attending Cumberland University in Tennessee on full soccer scholarship and hoping to complete a degree in Pre-Med Phycology. Nicole is planning to attend University fall in 2012.

Q: Tell us one thing most people would be surprised to know about you? I’m an Ex-Motorcycle instructor with the Canadian Safety Council. Currently I’m a member of the Gold Wing Road Riders Association were I’m pursuing the Master Tour Rider designation. Riding for over 30 years

Q: What is the most daring thing you’ve ever done or want to do? Bucket list- Cross Canada Motorcycle tour from Newfoundland to British Columbia to include the 10 Provinces. Then head south to California, east to Florida and North to Newfoundland.

Q: What’s the best advice you ever got? “Never do it for the money, do it cause it the right thing for you” – a recently retired GE employee.

Q: Where do you see yourself in 10 years? Working for GE !

Manager Profile

Working in the healthcare business we all know too well the battles patients fight on a daily basis; and we all know the affects cancer has on us. Whether it is indirectly or directly related to you, everyone knows the affect cancer has on us all. Our GEHC service team is no exception – our Atlantic teams came together with the east coast community of Port Morien in Nova Scotia to help a fellow FSR fight his own personal battle against prostate cancer. Clarence Durham is an FSR for Service and a friend to many people in our GEHC family. And on Saturday August 27th close to 100 of Clarence’s friends, family and neighbours attended a silent auction and dance to help raise funds for Clarence’s fight against cancer. Paul Ross, Scott Duffney and Shawn Ward represented GEHC as co-workers and friends presenting Clarence’s fundraising committee GEHC donations for the silent auction that ended up raising just about $5,000.00! Along with monetary donations from his GEHC peers Clarence was overjoyed and extremely happy to receive such love and kindness from the people who know him. Shawn Ward would like to say thank you on behalf of Clarence for the kind donations from employees. Clarence says a BIG “THANK YOU” for your support during his time of recovery.

Clarence surrounded by his friends and fundraising council who planned and organized the entire event for Clarence and his family.

The silent auction set up by the council and some GE donated gifts to help Clarence’s benefit!

HealthAhead Since the beginning of the year GEHC employees have shared personal

HealthAhead pledges and have practiced, taught and inspired each other

throughout the Canadian regions. As a company committed to HealthAhead,

we are all able to learn important nutritional facts, effective exercise techniques

and activities for employees and their families.

In the summer the Canadian PACs service

team held their bi-annual, three-day

service meeting where the team

participated in education events for their

mind and body. Employees worked with

the Meadowvale Fitness Club each day

and got the skinny on proper exercise

techniques as well nutritional facts on

healthy eating.

Visit the HealthAhead website now

The Customer Services Center took on a hiking adventure at Milton's Rattlesnake point in Ontario. Susan Zammit-Milani, Manager and spear-head of the HealthAhead idea, brings together her team at least once a quarter to get active and build relationships away from the office. The CSC team not only got to enjoy some exercise on a perfect summer day, but was able to endure a cardio work-out together and lean on each other for support.

HealthAhead Initiatives are happening everywhere!

There are so many things happening all over Canada. If you are ready to make one small change or pledge to make a larger lifestyle choice contact Greg Horne as he is calling all GEHC employees to create a team of HealthAhead Champions as part of a HealthAhead Initiative! Start today and share your stories.

The Right Service is Customer Satisfaction.

“We can’t fix what we don’t

know, so the sooner we know, the sooner we can fix it. And the sooner customers are satisfied.

It’s not about placing blame; it’s about making our customers

happy. Quickly. ” - Mark Vachon

What is a customer escalation? An escalation is a process where a Field Service Representative requests help to resolve a customer issue that begins with peers and then engages increasingly knowledgeable resources as the situation dictates.

What are the three types of escalations?

1. Regional Escalation

2. Customer Issue Management (CIM)

3. Customer Satisfaction Opportunity (COS)

What are the three escalation categories?

1. Technical (software, hardware, equipment issues)

2. Commercial (product does not meet customer expectations)

3. Parts (backorder issues)

The purpose of a CIM/CSO is to provide efficient resolution for all reported customer issues and establish a communication focal point Customer Issue Management (CIM) A customer issue that requires assistance from the Customer Advocacy Team, is recorded in Siebel and requires national support. Customer Satisfaction Opportunity (CSO) A customer issue that requires assistance from the Customer Advocacy Team, is recorded in Siebel and requires global support.

Escalating Customer Issues is Critical to our success and service promise. Here are some important FYIs on customer escalation…

Willing to w

ork with us

Out of Patience!

Gauging Customer Sensitivity

For more information regarding Regional Escalation, CIM and/or CSO contact: Keith Williams, Keith.williams@ge.com Customer Advocacy Leader Shawn McGrath, shawn.mcgrath@ge.com – Customer Advocacy Specialist Danny Bourque, Danny.Bourque@ge.com - Parts Expeditor.

CARES Celebrates 15 years

Service Anniversaries!

A very special congratulation goes out to CARES for its 15 year anniversary! Since March 15th 1996 CARES has grown from 8 employees to 26 servicing, on average, 398 calls and touching approx. 50 per cent of hospitals across Canada per month! CARES employees celebrated with a team party, cake and fun! Congratulations again to the CARES team and thank you for all the amazing work you contribute to the GEHC service team every day!

This year was an amazing year for some of our Service Employees who have dedicated honourable years to the GEHC Service business. Congratulations to the following employees whom celebrated anniversaries this past year:

5 years: Samir Atoui, Donald Bartels, Greg Horne, Ayaz Malik, Shauna Forster, Jennie An & Yim Leung 10 years: Jennifer Galloway, Susan Zammit- Milani, Mike Vogel, Berni Schlueter, Sandy Hernandez, Tim Kasun & Judith Gimes 15 years: Shabir Rouf, Grant Mitchell, Selwyn Mendes, Fitzroy Gillespie, Dina Rizzi, Reynaldo Estero , Angelica Lau & Serafin Viado 20 years: Peter Abert, Michelangelo Bruno, Daniel Pepin, Dave Hawthorne & Gaston Dubois 25 years: Murray Pirt, Dennis Fusco, Ronald Maclean, Cynthia Sranko & Ron Rivard, Scott Pearson, Peter Abert & Murray Pirt 30 years: Bill Clyne, Jim Ebbett & Rory Fox

Just this year, MUSE ® was added to the Master Service Agreement for all of Alberta. The powerful MUSE ® travels beyond ECG database management. It’s the hub of your cardiology department, directing and managing the flow of cardiac information. The GE MUSE ® provides delivery of data and streamlined, seamless workflow.

YEAR OF SERVICE

www.website.com

Service has had a busy year throughout all of our Canadian Regions. Our service HSAMs have put together some of 2011’s biggest service wins that have put GEHC on the map as a leader in our Canadian healthcare industry.

Master Service Agreement, Alberta

Over the last two years, service has exceeded customer expectations in measuring, monitoring and reporting Alberta’s MSA. When the opportunity arose for our commercial team to position the Logiq E9®, the service stage was already set. Our customer had also recently seen the commitment, perseverance, and drive GE displayed in introducing new MR technology on a provincial basis. Our track record on the MSA implementation and ability to support major new technology introductions has led to a first-ever general imaging ultrasound win with Alberta Health through our new contract GEHC will be supplying 17 units with approx. five + additional pieces in the near future.

TOP SERVICE WINS FROM 2011

Walkerton, Ontario

Walkerton issues first contract renewal RFP since the new BPS guidelines. GEHC was awarded a 5yr contract renewal on VCT, keeping the GEHC service footprint.

Southlake, Ontario

Central region signs a large rental agreement commitment with Southlake for an MR Mobile which will be parked for a minimum 12 months with possibility of an additional 6 months for total rental of 18 months.

Sunnybrook, Toronto Ontario GEHC Service and Sunnybrook Hospital established a creative partnership that provides the hospital’s budgeting challenges with innovative cost savings plan that will be implemented for the next 5 years. GEHC provided an improvement in Sunnybrook’s CT service with a Brightspeed 16 equipment upgrade that coincided with the hospital’s budget. Our GEHC teams were able to work together with SunnyBrook and provided them with proposed savings.

GE Brightspeed 16

YEAR OF SERVICE

www.website.com

The addendum consists of adding all GE Devices equipment including anesthesia, monitoring, MUSE, and Holter to name a few. In addition, the addendum also includes all nuclear medical equipment part of the In-House choice, CUSM, and all DI equipment of the Montreal Children's and Lachine's hospital. High end modalities will remain under their respective shared contracts (CT, MR, AND PET CT). It doesn't stop there! The eastern team also opened the door to multi-vendor parts supply (Afga, Siemens, and Phillips) and got a first Non-GE part request in August! West Island Clinic, Québec In addition, some big news came from a small clinic with big hearts! Québec’s private West Island Clinic signed with GEHC with a contract to purchase and service all new GE equipment. The clinic’s order included MR 450W, DR Room and DR Mammo room. What’s more is GEHC also sold its first OMNI Extreme 1.5T in the east to West Island making this account one for the history books!

McGill, Montréal Québec Over the last year our eastern teams have been busy signing major contracts that have potential for growth from all around our Québec healthcare communities. Our long-standing partners at McGill have chosen GEHC service after having internal issues summoning our service business for their healthcare solutions. In June our eastern team signed an addendum to the In-House choice contract with McGill.

Kingston General, Kingston Ontario

Service is demoing and proposing an asset management solution for our customers at Kingston General Hospital in an effort to help structure a new asset management system RFP. An opportunity arose for increased partnership by working with the In-House Biomedical team to catalogue an inventory that is currently not stored centrally. Now, service is working closely with Kingston General to create a resource prepared inventory to be fully catalogued for asset management software.

Rouge Valley, Ajax Ontario Currently GEHC Service business is working with our customers at Rouge Valley Health System to offer its hospital creative ideas from our Performance Solutions. With our recent win from Hamilton Health Sciences, our service team hopes to showcase what we have developed for the Hamilton health community and present to Rouge Valley our innovative and front-running service solutions that make GEHC a leader in the healthcare industry.

Performance Solutions GE Healthcare Performance Solutions partners with healthcare providers worldwide to help improve operational, clinical, and management processes by leveraging GE’s industry recognized tools, clinical expertise, and global best practices.

*

Ron Van Paridon DOS- Western Region

Calgary, Alberta

Q: What do you see as your most important objective? Continuously raising the capability of the Western Service Team; the industry continues to evolve at a rapid pace, and I want GE Service to stay tuned in to the emerging opportunities, have the best capability to deliver service differentiation, and develop rewarding careers for service people. Q: What is your definition of great service? Great service is sometimes hard to define in that is it is different for each customer. That is why selling service is often referred to as “selling the invisible”. I think great service is when a customer insists you be part of their operation; even when they themselves can’t always articulate why.

Q: What do you love most about your job? I love being a part of the positive development of teams and individuals. To be able to do that in a service capacity is very rewarding for me. Q: What is one saying you live by? Facetiously one of my favourites is “There are only two things in life….but I forget what they are!” More seriously, this is one I try to remind myself of often: “Go to the people. Learn from them. Live with them. Start with what they know. Build with what they have. The best of leaders when the job is done, when the task is accomplished, the people will say we have done it ourselves.” - Lao Tzu Q: Tell us a little about your family. I have been married to Louise for 30 years and have 3 grown children; 2 of which are still in university, one of which is still living at home. Q: Tell us one thing most people would be surprised to know about you? That I am a pretty good jive dancer – once you get me going! Q: What is the most daring thins you’ve ever done or want to do? I signed up for skydiving once as a student but chickened out (I believe I used lack of funds as the excuse). I rode the bobsled at Canada Olympic Park last winter, but most daring situations I have encountered have been on a ski hill or mountain bike. Q: Where do you see yourself in 10 years? Being active; contributing to something somewhere; and continuing to enjoy new experiences.

Manager Profile

GEHC Service Signs Largest Multi-Vendor Contract Hamilton, Ontario

Over the last few months, our teams have been helping Hamilton Health harmonize its service agreements and offer better service solutions for Hamilton sites including: Juravinski, Hamilton General Hospital, McMaster Hospital, Urgent Care West Clinic, Chedoke Hospital and St. Peter’s. Hamilton Health was looking into a new service model that could improve the overall consolidation of equipment service and maintenance in addition to ensuring financial objectives. GEHC stepped up to the plate; on July 1st – after winning the RFP in January this year- service signed its largest multi-vendor service for Diagnostic Imaging to date spanning over 3 years, servicing over 170 pieces of equipment and managing 11 sub-contracts. Now, Hamilton Health will have a new and improved service model that will enhance the overall coordination of DI equipment service (excluding only ultrasound) and maintenance, while enhancing patient care services and reducing clinical and financial risk. This contract firmly establishes Canada’s multi-vendor service presence in Ontario and the trusted partnership between GEHC and HSS was an enabling factor for success. A huge congratulations goes out to the following team members for their efforts from the very start:

Since 2009 service central teams in Canada have been working with our partners at the Hamilton Health Sciences in Ontario towards the hospital’s redevelopment efforts. Last year GEHC Service was proud to support Hamilton Health as the newly constructed Juravinski hospital and cancer center and opened its doors to the Hamilton community. This year marked the biggest service contract ever between GHEC service and Hamilton Health due to the amazing collaboration of sales and service teams in the Ontario region.

Shout out to the team members:

Grant Mitchell, TAM Service Central

Dina Rizzi, HSAM Service Central

Shawn Campbell, GM of Service

Bryan Henderson, GM of Clinical Sales

Larry Pyykko, Clinical Sales Manager

Bill Clyne, DOS Central Region

Greg Horne, Customer Solutions Manager

Where it all began: GEHC Canada began partnerships with Hamilton Health in Ontario, Canada in 2009 when the Juravinski cancer center was constructed and over the years, Canada’s business developed into the largest multi-vendor service contract in service history.

GEHC First: Service Signs Largest Multi-Vendor Contract

In August 2010, GEHC was invited to open Hamilton Health Science’s newest hospital in the Hamilton, Ontario community; the Juravinski contract rewarded to GEHC Service in 2010 paved the way for service’s largest contract ever for all of Hamilton Health this past summer.

“It has been extremely rewarding being involved on the NYC Board of Directors and with GE Volunteers (Lighting GE Volunteer Team Lead, Habitat, Day of Empowerment etc.) over the past few years. My volunteering comes from a deep sense of “giving back” to our communities, fostered by my parents. To start volunteering, I recommend that you search for an organization that interests and speaks to you. I guarantee that you will get back much more

than you give.” - Sandra Neale

GE Healthcare Employees in our communities

Our Volunteers

Our GE Service Employees have been volunteering throughout agencies within the regions connecting to our Canadian communities. Every GEHC employee is encouraged to volunteer and fuel a personal passion to help people in need and enforce positive change to our youth and future generations.

Sandra Neale, GEHC Director of EHS, shared her volunteer initiative and partnership with the Nelson Youth Centres. NYC is an accredited children’s mental health organization that provides a unique combination of therapeutic group programs for children and youth, and parent support services.

Over the past 32 years, Nelson Youth Centres have treated over 10,000 children in our community through various counseling programs offered. Click here to visit the NYC homepage and find out more information.

In the last online magazine we covered Junior Achievement Program that offered the Dollars & Sense elementary course taught by GE volunteers to kids from grades 7-8. This year JA will be offered to underprivileged schools in the Central region. If you are interested in participating in the JA Program visit the website now or contact Chris Love with further inquiries.

In the west, GE employees came together to help at the Greater Vancouver Food bank. Bryan Fujimoto, Marcus Judenhagen and Michelangelo Bruno represented GEHC Service and took part in a very special day giving back to their community and helping families in need.

The day consisted of GE volunteers from all business coming together to sort, package and ship donated goods to people in need.

“The major take away was that we were able to make a major impact for those in need in our community. We sorted through and boxed up enough donated food items for approximately 1000 individuals. Left our volunteer night with a sense of accomplishment and looking to plan other events that could draw in more GE volunteers. Would definitely do this again and can only encourage others to sign up and participate.” – Marcus Judenhagen

For more information on how to get involved with the Vancouver Foodbank or other volunteers initiatives contact Bryan Clark, GE Volunteer coordinator for the West

Follow-Up with JA Volunteers

imagination at work

Copyright 2011 GE Healthcare

GE Healthcare Company Confidential and Proprietary. For Internal Use Only. – Do Not Distribute. This publication is solely intended for the use of GE Healthcare and its employees and affiliates and may not be reproduced or redistributed, in whole or in part, without the express permissions of GE Healthcare.

Our Service Volume 1.2

our team, our health, our Canada

Fall Edition; Year in Review. Innovations Shaping Growth Initiatives for GEHC Service Employees Pledge to HealthAhead Volunteering, FSR Field Stories & more

GE Healthcare Canada

Table of Content

Service 101 FSR Update from the Commercial Services Team……... 4 Canadian Service Organizational Chart………………… 5 50/50/750; Moving Forward………………………………… 6 Manager Profiles Kathy Winter………………………………………………………. . 12 Scott Blackwood…………………………………………………… 16 Shawn Ward………………………………………………………... 18 Ron Van Paridon…………………………………………………. . 28 It’s Your Business NPIs………………………………………………………………………. 8 Seibel Update………………………………………………………. 11 Clinical Systems Update……………………………………….. 14 EHS………………………………………………………………………. 17 HealthAhead………………………………………………………… 20 Customer Escalators…………………………………………….. 22 HSAM present: highlights & 2011 wins…………………. 24

Who We Are Stories from the Field Women’s Network………………………………………………… 13 GEHC Comes Together For a Fellow FSR………… ……… 19 Service Signs Largest Multi-Vendor Contract…………. 29 Volunteering Stories……………………………………………… 30

Be recognized as the leading Services and Solutions provider while Making it Personal with employees and customer…enabling them to Perform at the Next Level.

Americas Service

VISION

Support Ops Strategy

Dear Service Members,

It’s that time of year again; I’d like to present to you the second official issue of the Our Service Online Magazine. Captured in these pages we’ve shared the essence of what our business has accomplished this year towards our healthymagination goals and objectives. Read through our 2011 wins, firsts in service contracts, highlights from across GEHC and HealthAhead pledges made by our employees. Also, some volunteering stories from across Canada, Customer Escalation 101, recent developments in Siebel 7.8 audience engagement and of course our great GE health services we have provided to our Canadian communities from coast to coast.

This year has been an amazing journey; and before I talk about some of our feature stories published in this Fall edition I want to personally explain how proud I am of our teams accomplishments in first, second and third quarter. Throughout the year we have stayed strong through changes between customers, regulatory, and compliance environments. We have done a fantastic job meeting our challenges head on and working towards our team’s goals and objectives and the business’s healthymagination vision.

This issue of Our Service Magazine really focuses on how our employees work together as a unit and is the backbone of our strong, successful team overall. The service business has worked tirelessly across all GEHC product portfolios to ensure our customers are always completely satisfied. Through these pages you will find our big wins from our service HSAMs and RSMs and some collaborative efforts between team members as CS shares some of their greatest wins from 2011. Also, staying true to serving our communities, some employees have offered to share their volunteer initiatives and how GEHC employees are making a difference all over Canada through helping those in need and education our youth generations.

Thank you again for everything you have contributed to GE Healthcare and specifically the service business this year, and enjoy exploring the Fall edition of Our Service online magazine.

Shawn Campbell

Commercial Services Team Introduces Quarterly FSR Update

Your Commercial Services Team:

Jalil Juha, Commercial Services Leader Rosie Stipic, Commercial Services Sales & Marketing Analyst Jennie An, CSS-West & Central Rashid Bhatti, CSS-East & Central Dina Rizzi, HSAM- Central Brian McWilliams, HSAM -Central Annie Rochon, HSAM-East Shane Martell, HSAM-West

Recent News

*FSR ACCESS TO CONTRACT & OFF-WARRANTY TRACKER* For the first time ever, FSRs will have access to the Contract & Off-Warranty Tracker so that you can always be aware of contract updates. This tool will be updated once a month located in the "FSR Corner" on the Services Marketing Support Central website.

Upcoming Service Projects

Sales Enablement Update

• Product Intro Deck • Step by step processes for: TiP - Ed

Online, iCenter, InSite, iLinq • Newly developed GEHC Commercial

Services page on SMART

Customer Service Centre Team Update

• Incorporating HCIT into back office functions

• Completion of HHS backoffice set up • Contract Summary page for FSR's • NCR Quote Process • Removal of Parts SIDs • POT Losses

Service Operations Team Update In preparation for the new Siebel platform, the service ops team is working to clean up data prior to the migration. This effort will involve understanding product mapping as well as ensuring existing processes & procedures are sufficient for maintaining a clean IB and making necessary changes.

AssurePoint OnDemand/NCR Program Update

Q3 Results and Winners

Congratulations for a great Q3 and to all the winners! To see all the results and winners, click here. Q4 is our last chance to catch up! Let's do everything we can!

The Last Mile....The Road to $108M

As a small thank you for all your help for getting us there in Q4, we will double the individual payout to the FSR(s) for each NCR program initiative generating revenue for Q4.

NEW program - Project PMs

Customers are under a lot of pressure to complete their Planned Maintenance - and may not have the time- Accreditation is coming, and you can help! Talk to them about bringing a GEHC team in to help them get caught up. Your bonus is $50 per PM - but Q4 we are doubling all payouts, so take advantage and start selling!

Please visit AssurePoint OnDemand site for all customer brochures and the Playbook.

Who We Are The Handy Reference

Shawn Campbell General Manager, Service

Ron Van Paridon DOS – West

Eve LaRiviere DOS – East

Sandra Neale EHS Director

Bill Clyne DOS – Central

Jennifer Galloway Service Operations

Manager

Susan Zammit-Milani CSC Manager

Ron Rivard NSC Manager

Jalil Juha Commercial Manager

– Service

Extended P&Ls Patrick Ford

HCIT Ed Liu

Life Sciences

Support Team Elle Andric

Human Resources Tariq Siddiqui

Finance Linda Lindsay

Regulatory Michael McDonald

Quality Laura Forester

Marketing Stephanie Fasulo

Public Relations

MABE Support Team Michael Layden

Compliance Support

Alain Gougeon National Support Lead - MR Ravi Kalyanakrishnan National Support Lead - IT David Liggat National Support Lead - CV Gerard Miller National Support Lead - MS Glenn Mitton National Support Lead - XR Michael Macneil National Support Lead - CT Scott Pearson National Support Lead - ICAR Imad Saraj National Support Lead - U/S David Skufca National Support Lead - LSS Nicholas Waterton National Support Lead - MI Callran Woo National Support Lead - MUSE Rory Fox Technical Operations Manager Earl Langridge Service Education & Lean Leader Keith Williams Customer Advocacy Leader

Sharjeel Ashraf Customer Account Analyst HCIT Enrica Caputo Customer Account Analyst Marlyne Colas Customer Account Analyst Judith Gimes Customer Account Analyst Chantal Mitchell Customer Account Analyst Joshua Stainton Customer Account Analyst Martin Hosang Customer Master & Install Base Specialist Kripalini Hoorpah Regional Quote Specialist Allena Joseph Regional Quote Specialist

Jennie An Customer Solutions Specialist Rashid Bhatti Customer Solutions Specialist Shane Martell Healthcare Service Account Manager Brian McWilliams Healthcare Service Account Manager Dina Rizzi Healthcare Service Account Manager Annie Rochon Healthcare Service Account Manager Rosie Stipic Commercial Services Marketing Analyst

Donald Bartels Service Centre Representative Michael Catsburg National Service Rep Imtiaz Dar Service Centre Rep Afsaneh Hejazi Service Centre Rep Bernardino Malijan Service Centre Rep

Scott Blackwood EHS Manager Rhonda Buchy Radiation Safety Leader Ed Kling Radiation Safety Leader Regional Support Leader

Bobby Alag Regional Service Manager Fitzroy Gillespie Regional Service Manager Dave Hawthorne Regional Service Manager Kieran Mckeown Regional Service Manager

Rejean Boissonneault Regional Service Manager Shawn Ward Regional Service Manager Daniel Pepin Technical Account

Arvind Chawla Regional Service Manager Justin Whyte Regional Service Manager

GE HealthCare Playing to Win

Our Canadian Healthcare teams are fiercely underway with a successful pursuit towards our 50/50/750 GEHC vision for the next 4-5 years. Our employees work every day to build a Healthcare Powerhouse! Some of the areas for growth in our business are listed below along with select growth initiatives from our business this year.

GEHC and Center for Probe Development and Commercialization (CPDC) are presently formalizing an agreement to collectively respond to new radiopharmacy/molecular imaging opportunities. A formalized partnership between CPDC and GEHC offers significant MI growth opportunities. Jointly, we complement our expertise and value propositions. CPDC offers its expertise in regulatory, quality assurance, recruitment, education and manufacturing whereas GEHC brings its IP and IP pipeline, clinical breadth and safety packages. Collectively, GEHC and CPDC have a significant value proposition for institutions that want to initiate or ameliorate their molecular imaging programs.

Molecular Imaging

Our 2011 year started with the success with the Discovery 670 and Discovery 530; in addition, revolutionary products are coming to our market, from CZT based molecular breast imaging cameras and new PET/CT technology to an integrated PET/MR. These products will transform Molecular Imaging from a leadership position to a powerhouse. We can only accomplish this with a solid Service and Sales organizations.

Infrastructure

Throughout the last three quarters our regional teams collaborated on several large infrastructure deals allowing us to achieve a market share of over 70 per cent. We are seeing a strong pace of growth in health infrastructure projects throughout Canada. Central region we saw our largest wins at Niagara Health System and Halton Healthcare’s New Oakville Hospital. In addition, a cross-business win was rewarded to as at the new Forensic Services and Coroner’s Complex facility, a first – of –its kind in North American and a first for GEHC in the Americas. In the west, June 1st marked the grand opening of the Jim Pattison Outpatient Care and Surgery Centre one of the largest infrastructure deals to date. Our customers partnered with us through installation, technical, service, clinical applications, PACs, performance solutions and project management. Last but not least, our eastern teams won opportunities at “super hospital builds” as McGill University Health Centre and CHUM. Soon, we hope to announce new projects currently underway in Newfoundland with some design and planning development at Corner Brook Hospital.

Home Health In January 2011, GE Healthcare and Intel formed a unique joint ventured called Care Innovations; technology-based solutions that give people confidence to live independently. Unlike our traditional HC space, this technology is installed in the patient’s home allowing clinical providers and support teams to effectively monitor the patient and actively make changes and recommendations to their care.

Our first partner is the Fraser Health Authority. They are currently rolling out 80 Guide units to their COPD patients who are self-manage his or her own condition. By customizing the Guide and using embedded education material they are optimistic that this program will help reduce the number of Emergency room visits and unscheduled doctor and clinic visits. GEHC is excited to be a part of our changing population. People are living longer; but regardless of age, patients want to stay in their homes as long as possible and GEHC is developing technologies that is helping them do just that The Service business is looking at expanding and developing all our existing services to meet the needs of the new business. Our CARES call center will take service calls from our new customers (Hospitals, Community, and public and Private Home care; as well as public and private residential care.) Our service model will leverage the National Service Centre we will use a Return to Factory service support. No service representatives will be sent to site for Home Health.

Big Happenings in New Product Introductions

NPIs Clinical Systems

CardioSoft Diagnostic System and DICOM connectivity

Clinically Connected. Simply Smart. CardioSoft v6.6 Diagnostic System from GE Healthcare is more than a software program – it is a data acquisition and management solution that transforms a physician’s PC into an advanced diagnostic system. CardioSoft makes it easy to acquire, analyze, store and transport resting ECG, exercise stress tests, ambulatory blood pressure and spirometry measurements.

DICOM connectivity is used in a broad range of GE products, including CT scanners, MR systems, Cardiac X-Ray, PACS and Centricity® workstations. To this day, we continue to work with IHE in further developing DICOM . CardioSoft™ Diagnostic System and DICOM connectivity offers the power of an integrated diagnostic report with imaging data for efficient review of a patient’s condition.

CardioSoft™ Diagnostic System and DICOM connectivity offers the power of an integrated diagnostic report with imaging data for efficient review of a patient’s condition. Now, a PACS serves is a clinical data management system, CardioSoft

Diagnostic System can export clinical reports from Resting ECG, Stress ECG, Spirometry and Ambulatory BP procedures directly to it.

CASE and DICOM connectivity Efficient analysis through integrated ECG and imaging reports

CASE® and DICOM connectivity offers the power of an integrated ECG and imaging exam environment to provide efficient review of a patient’s condition. Using DICOM modality work lists, your stress or ECG system interfaces directly to the department management system for complete, bi-directional communication to eliminate data re-entry errors. Post-procedure, the ECG report is automatically routed to your PACS for review at the same workstation as the imaging data – making all relevant procedure data electronically available immediately.

Big Happenings in New Product Introductions

NPIs Diagnostic Imaging

This year, the Canadian molecular imaging business experienced an unprecedented 32% market growth. Primarily as a result of the Canadian market transforming to high-end new product introductions and large infrastructure deals (new hospital builds) like the new Halton Healthcare hospital and Glen Yards (McGill).

The latest flagship product introduction is the Discovery 670, a 16-slice diagnostic SPECT/CT system augmented with the ASiR technology. This revolutionary camera allows customers to reduce the radiopharmaceutical dose and acquisition time as a result of our advancements in detector technology in combination the Xeleris Evolution package. In fact, our win rate is >90% in diagnostic SPECT/CT orders since the introduction of the Discovery 670 in late 2010!

The Big Picture

SIEBEL 7.8 Keeping Our Employees Engaged

A year and a half has passed since the 1st major deployment of Siebel into GE Healthcare Canada’s Devices team; and the journey is far from over! In a short 15-18 month from now the America’s team will release the new version beginning with the Devices team and expand from there to all Canadian Service-based Healthcare team.

How will Seibel engage you? Let’s find out…

Through this past year many new developments have taken place including: (a few key points that developed since January)

Each employee will use Siebel differently and also be affected in various ways. In the coming years, it’s important to know what audiences exist and how each will be using Siebel and the timing of the changes that will be happen. The core GEHC employee Subject Matter Expert (SME) Team have been a part of the design review process from the beginning advising the America’s Siebel development team on Canadian requirements. They span all the different areas in the service business. Later this month the SME team will be part of a Showcase Event where they will be able to “play” in a virtual Siebel environment allowing them to experience the latest Siebel software for the first time - now that it is over 40 per cent complete! It’s a chance to engage users, try the new Siebel and gain some much appreciated feedback.

The next group of employees have been the members of the Devices Field Team. A little over a year from now prep-work and pre-training will begin for this team on Siebel 8.1. It’s a chance to engage real-world users, learn the new software and get ready. In July 2013 this team will be go-live on the platform of the future!

Last but certainly not least is the all the other GEHC Canadian employees who will be using Siebel 8.1; HCIT, Biomeds, and DI. These employees will all be engaged along the way following the integration of the Devices Team later beginning later in 2013 and into 2015!

It’s coming, it’s going to be exciting, and it will change the entire landscape of our business!

For more information please contact Chris.Love@ge.com or visit the Siebel Support Central Website

Siebel Team Org Chart. Click to Enlarge

Kathy Winter

National Performance Solutions Leader Mississauga, ON

Years with GE: 6 months

Q: What do you see as your most important objective? Right now there are two key objectives. As we are working to build our Performance Solutions business objective one is to build relationships across the broader GE and with our potential clients and the second objective is to support the PS team as we grow. Q: What is your definition of great service? We have exceeded client expectations, they ask us back to help them with their next problem and they speak highly of us when other clients as how GE did.

Q: What do you love most about your job? There is no end of possibilities - that is extremely exciting about GE Q: What is one saying you live by? My favourite saying is - What would you do if you knew you could not fail?

Q: Tell us a little about your family. A 12 year old Golden called River and a 2 year old rescued doodle/something else cross called Mia. They’re a huge support after any day and they get me out for 2 walks a day rain or shine. Q: Tell us one thing most people would be surprised to know about you? I am writing a cook book in my spare time. Q: What is the most daring thing you’ve ever done or want to do? Commuting into Toronto by car for 10 years – or running off a mountain in BC in a hang glider (and thankfully an instructor attached). Q: What’s the best advice you ever got? Be the person you aspire to be – that was from an ex-boyfriend so not sure about that advice but I like it anyway. Q: Where do you see yourself in 10 years? Hopefully well along the path of achieving those objectives in Questions 1 and 2!

Manager Profile

The Women’s Network

Who can join?

Women & Men!! Any Business Any Function Any professional band

Our Mission

To Foster professional women’s development to grow, attract and retain successful women throughout GE We provide development opportunities that focus on leadership, advancement and career broadening opportunities through information, education, and networking with other women.

How can I get involved? Attend an event Contact your local hub

leadership Talk to other women Sign up for mailing list Visit the Website Now

Benefits of the Women’s Network

A forum to learn and lead Find help with your professional

development and career growth via mentoring and coaching opportunities

Share info about job opportunities Learn about best practises relating to

career management from internal and external experts

Exchange views with successful role models

Gain exposure to senior leaders in the business

On October 14 2011, GE Women’s Network hosted its 5th Annual Big Event themed Courageous Leaders. Women from all across the GTA came together and shared stories of personal strength and inspiration in light of Breast Cancer awareness month. Mayor Hazel McCallion was present for GE Pink Ribbon campaign that had participants from all over the globe shaping Pink Ribbons in honour of Breast Cancer Awareness.

Left: Speaker, Marla Lukofsky actor, comedian and breast cancer survivor. Top Right: GE Pink Ribbons with special speaker Mayor Hazel. Right: Guests learning about new GE women’s health technologies.

Markham Stouffville Hospital This past summer, GEHC was top choice winning 100 per cent of votes on a competitive whole house RFP to install 97 CARESCAPE ™ Monitor B850 at Markham Stouffville Hospital. MHS released an RFP to replace and purchase new equipment for the hospital’s developing expansion opening its doors in 2013. MHS new hospital addition will include: a new emergency department, eight new operating rooms, a larger DI center, an enhanced maternal child program and expanded mental health services. GEHC beat out or

regular competitors and have plans to partner with MSH and continue provide innovative and exciting healthcare solutions for the future. Currently MSH is an install base using all GEHC Clinical Monitoring Equipment. This very impressive win provides potential growth and opportunity in the central region business-wide. St. Mike’s Hospital, Toronto CS celebrated an order RFP win at St. Michael’s Hospital in Toronto this year for 111 CARESCAPE™ Monitor B850; Over the last two years our business has been strongly motivated working with St. Mike’s to partner up and present to them some front-running advances in healthcare. St. Mike’s released a complex whole-house RFP as they traditionally are a multi-vendor site with four vendors installed (Dräger SpaceLabs, Philips and GE). Our long-standing relationship with St.

Know our Business… A year in Clinical Systems

Clinical Systems is an avid part of our the GE Healthcare business; as many of the teams partner up to ensure our customer’ satisfaction and overall business success, some impressive CS wins come to us from the employees who work alongside our service workers.

Mike’s earned the RFP win and now St. Mike’s will proudly be a reference site for clinical monitoring for future customers and to showcase our healthcare technology. MUHC (McGill) Quebec Eastern Region McGill University Health Center (MUHC) has been a long-standing partner with GEHC. More recently, our healthcare partnership has strengthened through some of GEHC’s newest technologies and our cardiology solution will expand throughout Quebec’s healthcare community. In November 2010, GEHC won a competitive RFP from MUHC/McGill to replace Dräger ECG Management system and Philips ECG carts with all new GE Diagnostic cardiology equipment. The MUSE® Cardiology Information System and 63 MAC® 5500 ECG Carts (25 ECG carts at satellite Northern accounts) with WIFI option were purchased along with four GE Premium CASE® Exercise Testing Systems with four Tango BP devices and remote viewing stations. This past summer, on June 13th 2011 marked a successful go-live with no issues and the story doesn’t stop there. Future opportunities are ever-present with McGill’s six partnering hospitals including Royal Victoria

Hospital, Montreal General, Montreal Children’s Hospital and Neurological Hospital to name a few. McGill has become a regional Cardiology database centre with multiple opportunities to integrate many remote hospitals. Nunavut Hospital has already purchased 17 MAC® 5500 ECG Carts and will be transmitting ECG’s to the MUHC/McGill MUSE any day now. This very impressive win provides potential growth and opportunity in the Eastern region business-wide. Calgary Foothills Medical Center, Alberta A first-time Anaesthesia win was rewarded to our GEHC CS team this year! The new GE End tidal (Et) control software is a new feature on the AISYS care station and Foothills are the first ones to adopt the new feature in Canada. Foothills will now have the ease of both safety and economic benefit within their hospital operating rooms. Purchasing approx. 30 units, not only will Foothills have full electronic platform collaborated with the GE Aisys Care Station our business will move forward in competing with high-end customers, or provide solutions as compete with new entrances into the market!

Scott Blackwod NEW EHS Manager

Mississauga, ON Years with GE: 4

Q: What do you see as your most important objective? It is and has always been, to help make sure our employees go home to their families every day. Q: What is your definition of great service? From an EHS perspective, we are providing service to our employees as well as our customers. It is crucial for EHS to be intrinsically linked to all of our employees and to make sure that we meet our customer needs as well. I like to ensure that EHS is a “seamless” and “efficient” process, both internally and externally.

Q: What do you love most about your job? I really enjoy working with people and being a part of teams. From a young age, I have always been a part of sports teams. Q: What is one saying you live by? It’s better to be late in this life, than early for another. Q: Tell us a little about your family. I have been married to my wife Lara for 9 years. I have two children, Cameron is 6 and Keira is 1. Both my wife’s family and mine are from Belfast, Northern Ireland…so; it’s always a challenge when we visit. Q: Tell us one thing most people would be surprised to know about you? I entered in the Ontario Mountain Biking Championships…and crashed twice during the practice run. Needless to say, I did not make it to the actual race! Q: What is the most daring thing you’ve ever done or want to do? I have gone white-water rafting on the New River Gorge, West Virginia. I would love to do some sea kayaking in Greenland. Q: What’s the best advice you ever got? If you want something, go and get it! Q: Where do you see yourself in 10 years? Happy and healthy, enjoying life with my family…probably teaching my son how to drive an electric car . I Hope to still be in the EHS world, leading a Global P&L within GE.

Manager Profile

Environmental Health & Safety Tips & Winter Readiness

With Winter on its way…here are some great safety tips for driving on icy roads:

1. Leave yourself plenty of room to stop when following other motorists.

2. When braking stop gently to avoid skidding.

3. Turn on your lights to increase your visibility to other motorists.

4. Be especially careful on bridges, overpasses and infrequently traveled roads, which will freeze first. Even at temperatures above freezing,

5. Don't pass snow plows and sanding trucks. The drivers have limited visibility, and you're likely to find the road in front of them worse than the road behind.

6. Don't assume your vehicle can handle all conditions. Even four-wheel and front-wheel drive vehicles can encounter trouble on winter roads.

EHS Important Driving Safety Reminder:

GEHC prohibits employees from texting, typing, dialling or emailing using their hand-held wireless communication devices, while driving; GE recommends safely pulling off the road to conduct a conversation. In certain situations employees may utilize a headset or other hands-free device.

GEHC Remote Office Health and Safety Program

• Implemented policy for mobile/home based/customer site employees

• Document 17.2 can be found on the EHS Support Central under Element 17

Ergonomic Evaluation Process • Complete Annual Office Ergonomic

Survey • Ergonomics Team assigns high risk

employees a self-help ergonomic workstation tool through MyLearning

• Ergonomics Team schedules a discussion to understand how to best address pain/concerns

• The team reviews the detailed findings and decides on recommending equipment to address the concern

Ergonomic quick tips for mobile employees! (I.e. while working in a hotel room)

• Bring a stress ball • Use a pillow or towel for lumbar

support • Use a rolled hand towel in front of the

keyboard as a wrist rest and a phone book as a laptop riser

• Take micro breaks and stretch

Consult an Ergo Team member or notify EHS Compliance Specialist if you have an ergonomic concern or need guidance on workstation set up.

For more EHS info contact: Sandra Neale or Scott Blackwood

Shawn Ward RSM- Eastern Region

Newfoundland Years with GE: over 22

Q: What do you see as your most important objective? My most important objective is balancing the needs of the clients and employees in meeting the company objectives.

Q: What is your definition of great service? Great customer service is a function of how well an organization is able to constantly and consistently exceed the need of its clients.

Q: What is one saying you live by? Luck is what happens when preparation meets opportunity

Q: What do you love most about your job? I like to help. I like giving my team the opportunity to grow and develop to their potential and hopefully a positive influence. I like creating an environment for people to succeed. I like working with people smarter than me and I like being on the cutting edge of a fast paced industry.

Q: Tell us a little about your family. I’m married with 3 daughters, 2 in University and one in the final year of high school. My oldest daughter Nancy is completing her BSc degree in nutrition at Memorial University; Michelle is attending Cumberland University in Tennessee on full soccer scholarship and hoping to complete a degree in Pre-Med Phycology. Nicole is planning to attend University fall in 2012.

Q: Tell us one thing most people would be surprised to know about you? I’m an Ex-Motorcycle instructor with the Canadian Safety Council. Currently I’m a member of the Gold Wing Road Riders Association were I’m pursuing the Master Tour Rider designation. Riding for over 30 years

Q: What is the most daring thing you’ve ever done or want to do? Bucket list- Cross Canada Motorcycle tour from Newfoundland to British Columbia to include the 10 Provinces. Then head south to California, east to Florida and North to Newfoundland.

Q: What’s the best advice you ever got? “Never do it for the money, do it cause it the right thing for you” – a recently retired GE employee.

Q: Where do you see yourself in 10 years? Working for GE !

Manager Profile

Working in the healthcare business we all know too well the battles patients fight on a daily basis; and we all know the affects cancer has on us. Whether it is indirectly or directly related to you, everyone knows the affect cancer has on us all. Our GEHC service team is no exception – our Atlantic teams came together with the east coast community of Port Morien in Nova Scotia to help a fellow FSR fight his own personal battle against prostate cancer. Clarence Durham is an FSR for Service and a friend to many people in our GEHC family. And on Saturday August 27th close to 100 of Clarence’s friends, family and neighbours attended a silent auction and dance to help raise funds for Clarence’s fight against cancer. Paul Ross, Scott Duffney and Shawn Ward represented GEHC as co-workers and friends presenting Clarence’s fundraising committee GEHC donations for the silent auction that ended up raising just about $5,000.00! Along with monetary donations from his GEHC peers Clarence was overjoyed and extremely happy to receive such love and kindness from the people who know him. Shawn Ward would like to say thank you on behalf of Clarence for the kind donations from employees. Clarence says a BIG “THANK YOU” for your support during his time of recovery.

Clarence surrounded by his friends and fundraising council who planned and organized the entire event for Clarence and his family.

The silent auction set up by the council and some GE donated gifts to help Clarence’s benefit!

HealthAhead Since the beginning of the year GEHC employees have shared personal

HealthAhead pledges and have practiced, taught and inspired each other

throughout the Canadian regions. As a company committed to HealthAhead,

we are all able to learn important nutritional facts, effective exercise techniques

and activities for employees and their families.

In the summer the Canadian PACs service

team held their bi-annual, three-day

service meeting where the team

participated in education events for their

mind and body. Employees worked with

the Meadowvale Fitness Club each day

and got the skinny on proper exercise

techniques as well nutritional facts on

healthy eating.

Visit the HealthAhead website now

The Customer Services Center took on a hiking adventure at Milton's Rattlesnake point in Ontario. Susan Zammit-Milani, Manager and spear-head of the HealthAhead idea, brings together her team at least once a quarter to get active and build relationships away from the office. The CSC team not only got to enjoy some exercise on a perfect summer day, but was able to endure a cardio work-out together and lean on each other for support.

HealthAhead Initiatives are happening everywhere!

There are so many things happening all over Canada. If you are ready to make one small change or pledge to make a larger lifestyle choice contact Greg Horne as he is calling all GEHC employees to create a team of HealthAhead Champions as part of a HealthAhead Initiative! Start today and share your stories.

The Right Service is Customer Satisfaction.

“We can’t fix what we don’t

know, so the sooner we know, the sooner we can fix it. And the sooner customers are satisfied.

It’s not about placing blame; it’s about making our customers

happy. Quickly. ” - Mark Vachon

What is a customer escalation? An escalation is a process where a Field Service Representative requests help to resolve a customer issue that begins with peers and then engages increasingly knowledgeable resources as the situation dictates.

What are the three types of escalations?

1. Regional Escalation

2. Customer Issue Management (CIM)

3. Customer Satisfaction Opportunity (COS)

What are the three escalation categories?

1. Technical (software, hardware, equipment issues)

2. Commercial (product does not meet customer expectations)

3. Parts (backorder issues)

The purpose of a CIM/CSO is to provide efficient resolution for all reported customer issues and establish a communication focal point Customer Issue Management (CIM) A customer issue that requires assistance from the Customer Advocacy Team, is recorded in Siebel and requires national support. Customer Satisfaction Opportunity (CSO) A customer issue that requires assistance from the Customer Advocacy Team, is recorded in Siebel and requires global support.

Escalating Customer Issues is Critical to our success and service promise. Here are some important FYIs on customer escalation…

Willing to w

ork with us

Out of Patience!

Gauging Customer Sensitivity

For more information regarding Regional Escalation, CIM and/or CSO contact: Keith Williams, Keith.williams@ge.com Customer Advocacy Leader Shawn McGrath, shawn.mcgrath@ge.com – Customer Advocacy Specialist Danny Bourque, Danny.Bourque@ge.com - Parts Expeditor.

CARES Celebrates 15 years

Service Anniversaries!

A very special congratulation goes out to CARES for its 15 year anniversary! Since March 15th 1996 CARES has grown from 8 employees to 26 servicing, on average, 398 calls and touching approx. 50 per cent of hospitals across Canada per month! CARES employees celebrated with a team party, cake and fun! Congratulations again to the CARES team and thank you for all the amazing work you contribute to the GEHC service team every day!

This year was an amazing year for some of our Service Employees who have dedicated honourable years to the GEHC Service business. Congratulations to the following employees whom celebrated anniversaries this past year:

5 years: Samir Atoui, Donald Bartels, Greg Horne, Ayaz Malik, Shauna Forster, Jennie An & Yim Leung 10 years: Jennifer Galloway, Susan Zammit- Milani, Mike Vogel, Berni Schlueter, Sandy Hernandez, Tim Kasun & Judith Gimes 15 years: Shabir Rouf, Grant Mitchell, Selwyn Mendes, Fitzroy Gillespie, Dina Rizzi, Reynaldo Estero , Angelica Lau & Serafin Viado 20 years: Peter Abert, Michelangelo Bruno, Daniel Pepin, Dave Hawthorne & Gaston Dubois 25 years: Murray Pirt, Dennis Fusco, Ronald Maclean, Cynthia Sranko & Ron Rivard, Scott Pearson, Peter Abert & Murray Pirt 30 years: Bill Clyne, Jim Ebbett & Rory Fox

Just this year, MUSE ® was added to the Master Service Agreement for all of Alberta. The powerful MUSE ® travels beyond ECG database management. It’s the hub of your cardiology department, directing and managing the flow of cardiac information. The GE MUSE ® provides delivery of data and streamlined, seamless workflow.

YEAR OF SERVICE

www.website.com

Service has had a busy year throughout all of our Canadian Regions. Our service HSAMs have put together some of 2011’s biggest service wins that have put GEHC on the map as a leader in our Canadian healthcare industry.

Master Service Agreement, Alberta

Over the last two years, service has exceeded customer expectations in measuring, monitoring and reporting Alberta’s MSA. When the opportunity arose for our commercial team to position the Logiq E9®, the service stage was already set. Our customer had also recently seen the commitment, perseverance, and drive GE displayed in introducing new MR technology on a provincial basis. Our track record on the MSA implementation and ability to support major new technology introductions has led to a first-ever general imaging ultrasound win with Alberta Health through our new contract GEHC will be supplying 17 units with approx. five + additional pieces in the near future.

TOP SERVICE WINS FROM 2011

Walkerton, Ontario

Walkerton issues first contract renewal RFP since the new BPS guidelines. GEHC was awarded a 5yr contract renewal on VCT, keeping the GEHC service footprint.

Southlake, Ontario

Central region signs a large rental agreement commitment with Southlake for an MR Mobile which will be parked for a minimum 12 months with possibility of an additional 6 months for total rental of 18 months.

Sunnybrook, Toronto Ontario GEHC Service and Sunnybrook Hospital established a creative partnership that provides the hospital’s budgeting challenges with innovative cost savings plan that will be implemented for the next 5 years. GEHC provided an improvement in Sunnybrook’s CT service with a Brightspeed 16 equipment upgrade that coincided with the hospital’s budget. Our GEHC teams were able to work together with SunnyBrook and provided them with proposed savings.

GE Brightspeed 16

YEAR OF SERVICE

www.website.com

The addendum consists of adding all GE Devices equipment including anesthesia, monitoring, MUSE, and Holter to name a few. In addition, the addendum also includes all nuclear medical equipment part of the In-House choice, CUSM, and all DI equipment of the Montreal Children's and Lachine's hospital. High end modalities will remain under their respective shared contracts (CT, MR, AND PET CT). It doesn't stop there! The eastern team also opened the door to multi-vendor parts supply (Afga, Siemens, and Phillips) and got a first Non-GE part request in August! West Island Clinic, Québec In addition, some big news came from a small clinic with big hearts! Québec’s private West Island Clinic signed with GEHC with a contract to purchase and service all new GE equipment. The clinic’s order included MR 450W, DR Room and DR Mammo room. What’s more is GEHC also sold its first OMNI Extreme 1.5T in the east to West Island making this account one for the history books!

McGill, Montréal Québec Over the last year our eastern teams have been busy signing major contracts that have potential for growth from all around our Québec healthcare communities. Our long-standing partners at McGill have chosen GEHC service after having internal issues summoning our service business for their healthcare solutions. In June our eastern team signed an addendum to the In-House choice contract with McGill.

Kingston General, Kingston Ontario

Service is demoing and proposing an asset management solution for our customers at Kingston General Hospital in an effort to help structure a new asset management system RFP. An opportunity arose for increased partnership by working with the In-House Biomedical team to catalogue an inventory that is currently not stored centrally. Now, service is working closely with Kingston General to create a resource prepared inventory to be fully catalogued for asset management software.

Rouge Valley, Ajax Ontario Currently GEHC Service business is working with our customers at Rouge Valley Health System to offer its hospital creative ideas from our Performance Solutions. With our recent win from Hamilton Health Sciences, our service team hopes to showcase what we have developed for the Hamilton health community and present to Rouge Valley our innovative and front-running service solutions that make GEHC a leader in the healthcare industry.

Performance Solutions GE Healthcare Performance Solutions partners with healthcare providers worldwide to help improve operational, clinical, and management processes by leveraging GE’s industry recognized tools, clinical expertise, and global best practices.

*

Ron Van Paridon DOS- Western Region

Calgary, Alberta

Q: What do you see as your most important objective? Continuously raising the capability of the Western Service Team; the industry continues to evolve at a rapid pace, and I want GE Service to stay tuned in to the emerging opportunities, have the best capability to deliver service differentiation, and develop rewarding careers for service people. Q: What is your definition of great service? Great service is sometimes hard to define in that is it is different for each customer. That is why selling service is often referred to as “selling the invisible”. I think great service is when a customer insists you be part of their operation; even when they themselves can’t always articulate why.

Q: What do you love most about your job? I love being a part of the positive development of teams and individuals. To be able to do that in a service capacity is very rewarding for me. Q: What is one saying you live by? Facetiously one of my favourites is “There are only two things in life….but I forget what they are!” More seriously, this is one I try to remind myself of often: “Go to the people. Learn from them. Live with them. Start with what they know. Build with what they have. The best of leaders when the job is done, when the task is accomplished, the people will say we have done it ourselves.” - Lao Tzu Q: Tell us a little about your family. I have been married to Louise for 30 years and have 3 grown children; 2 of which are still in university, one of which is still living at home. Q: Tell us one thing most people would be surprised to know about you? That I am a pretty good jive dancer – once you get me going! Q: What is the most daring thins you’ve ever done or want to do? I signed up for skydiving once as a student but chickened out (I believe I used lack of funds as the excuse). I rode the bobsled at Canada Olympic Park last winter, but most daring situations I have encountered have been on a ski hill or mountain bike. Q: Where do you see yourself in 10 years? Being active; contributing to something somewhere; and continuing to enjoy new experiences.

Manager Profile

GEHC Service Signs Largest Multi-Vendor Contract Hamilton, Ontario

Over the last few months, our teams have been helping Hamilton Health harmonize its service agreements and offer better service solutions for Hamilton sites including: Juravinski, Hamilton General Hospital, McMaster Hospital, Urgent Care West Clinic, Chedoke Hospital and St. Peter’s. Hamilton Health was looking into a new service model that could improve the overall consolidation of equipment service and maintenance in addition to ensuring financial objectives. GEHC stepped up to the plate; on July 1st – after winning the RFP in January this year- service signed its largest multi-vendor service for Diagnostic Imaging to date spanning over 3 years, servicing over 170 pieces of equipment and managing 11 sub-contracts. Now, Hamilton Health will have a new and improved service model that will enhance the overall coordination of DI equipment service (excluding only ultrasound) and maintenance, while enhancing patient care services and reducing clinical and financial risk. This contract firmly establishes Canada’s multi-vendor service presence in Ontario and the trusted partnership between GEHC and HSS was an enabling factor for success. A huge congratulations goes out to the following team members for their efforts from the very start:

Since 2009 service central teams in Canada have been working with our partners at the Hamilton Health Sciences in Ontario towards the hospital’s redevelopment efforts. Last year GEHC Service was proud to support Hamilton Health as the newly constructed Juravinski hospital and cancer center and opened its doors to the Hamilton community. This year marked the biggest service contract ever between GHEC service and Hamilton Health due to the amazing collaboration of sales and service teams in the Ontario region.

Shout out to the team members:

Grant Mitchell, TAM Service Central

Dina Rizzi, HSAM Service Central

Shawn Campbell, GM of Service

Bryan Henderson, GM of Clinical Sales

Larry Pyykko, Clinical Sales Manager

Bill Clyne, DOS Central Region

Greg Horne, Customer Solutions Manager

Where it all began: GEHC Canada began partnerships with Hamilton Health in Ontario, Canada in 2009 when the Juravinski cancer center was constructed and over the years, Canada’s business developed into the largest multi-vendor service contract in service history.

GEHC First: Service Signs Largest Multi-Vendor Contract

In August 2010, GEHC was invited to open Hamilton Health Science’s newest hospital in the Hamilton, Ontario community; the Juravinski contract rewarded to GEHC Service in 2010 paved the way for service’s largest contract ever for all of Hamilton Health this past summer.

“It has been extremely rewarding being involved on the NYC Board of Directors and with GE Volunteers (Lighting GE Volunteer Team Lead, Habitat, Day of Empowerment etc.) over the past few years. My volunteering comes from a deep sense of “giving back” to our communities, fostered by my parents. To start volunteering, I recommend that you search for an organization that interests and speaks to you. I guarantee that you will get back much more

than you give.” - Sandra Neale

GE Healthcare Employees in our communities

Our Volunteers

Our GE Service Employees have been volunteering throughout agencies within the regions connecting to our Canadian communities. Every GEHC employee is encouraged to volunteer and fuel a personal passion to help people in need and enforce positive change to our youth and future generations.

Sandra Neale, GEHC Director of EHS, shared her volunteer initiative and partnership with the Nelson Youth Centres. NYC is an accredited children’s mental health organization that provides a unique combination of therapeutic group programs for children and youth, and parent support services.

Over the past 32 years, Nelson Youth Centres have treated over 10,000 children in our community through various counseling programs offered. Click here to visit the NYC homepage and find out more information.

In the last online magazine we covered Junior Achievement Program that offered the Dollars & Sense elementary course taught by GE volunteers to kids from grades 7-8. This year JA will be offered to underprivileged schools in the Central region. If you are interested in participating in the JA Program visit the website now or contact Chris Love with further inquiries.

In the west, GE employees came together to help at the Greater Vancouver Food bank. Bryan Fujimoto, Marcus Judenhagen and Michelangelo Bruno represented GEHC Service and took part in a very special day giving back to their community and helping families in need.

The day consisted of GE volunteers from all business coming together to sort, package and ship donated goods to people in need.

“The major take away was that we were able to make a major impact for those in need in our community. We sorted through and boxed up enough donated food items for approximately 1000 individuals. Left our volunteer night with a sense of accomplishment and looking to plan other events that could draw in more GE volunteers. Would definitely do this again and can only encourage others to sign up and participate.” – Marcus Judenhagen

For more information on how to get involved with the Vancouver Foodbank or other volunteers initiatives contact Bryan Clark, GE Volunteer coordinator for the West

Follow-Up with JA Volunteers

imagination at work

Copyright 2011 GE Healthcare

GE Healthcare Company Confidential and Proprietary. For Internal Use Only. – Do Not Distribute. This publication is solely intended for the use of GE Healthcare and its employees and affiliates and may not be reproduced or redistributed, in whole or in part, without the express permissions of GE Healthcare.