All SCANU services are implemented in alignment with national regulatory frameworks and internationally
recognized standards, ensuring quality neonatal care, patient safety, infection prevention, and long-term
sustainability.
1. Scope of Services
1.1 Needs Assessment, Survey and Planning
Comprehensive site assessments are conducted to evaluate available space, service capacity, patient flow,
utility readiness, and infrastructure requirements prior to design finalization.
1.2 Architectural Layout and Engineering Design
SCANU layout planning and technical drawings are developed in compliance with
- Ministry of Health and Family Welfare (MoHFW) guidelines
- World Health Organization (WHO) recommendations
- Infection Prevention and Control (IPC) standards
Designs incorporate zoning, bed capacity planning, workflow optimization, and safety and risk mitigation
considerations.
1.3 Engineering Drawings & Technical Specifications
Preparation of detailed engineering documentation covering
- Electrical and Power Systems
- Medical Gas Pipeline Systems (MGPS)
- HVAC and Ventilation
- Lighting & Power Backup
1.4 Equipment Forecasting & Budget Planning
Development of comprehensive equipment lists, technical specifications, and cost estimates aligned with
program
objectives, implementation timelines, and donor compliance requirements.
1.5 Supply of Medical Equipment (As per Approved Design)
Supply of complete SCANU medical equipment and accessories, including but not limited to
- Radiant Warmers
- Neonatal Incubators
- Neonatal Ventilators and CPAP Systems
- Multi-parameter Patient Monitors
- Infusion and Syringe Pumps
- Phototherapy Units
- SCANU Beds, Trolleys, and Accessories
- Medical Gas Systems
All equipment supplied is brand new, OEM-certified, and compliant with ISO, CE, and FDA
standards
(where applicable).
After-Sales Service and Technical Support Framework
Medicon International provides structured after-sales service and technical support for medical equipment
supplied to healthcare institutions, International NGOs, and United Nations agencies, ensuring operational
continuity, patient safety, and regulatory compliance.
1. Planned Preventive Maintenance (PPM)
A standardized Planned Preventive Maintenance (PPM) program is implemented during the warranty period
- Urban areas: Monthly on-site preventive maintenance visits
- Nationwide coverage: Quarterly on-site preventive maintenance visits
PPM activities include equipment performance verification, safety inspections, minor corrective actions, and
consultation with end users.
2. Equipment Monitoring and Client Communication
Continuous equipment performance is supported through regular communication with end users via
- Email correspondence
- Telephone and SMS follow-up
- Video call communications
- On-site visits, as required
Client feedback is formally documented and reviewed to support service quality improvement.
3. On-Call and Emergency Technical Support
A dedicated service management system records, tracks, and responds to routine and emergency service
requests.
Response timelines
- Within Dhaka: 2–8 hours
- Outside Dhaka: Within 36 hours
Life-saving and critical medical equipment receives priority intervention to minimize service disruption.
4. Warranty, Contractual and Post-Warranty Support
Separate service records are maintained for
- Warranty-covered equipment
- Contractual service agreements
- Post-warranty support
Support services include preventive maintenance, corrective servicing, and spare parts supply. Long-term
service agreements (AMC/CMC) are available upon request.
5. Training and Capacity Building
5.1 End-User and Management Training
Structured training is provided for clinical, biomedical, and administrative staff, focusing on:
- Safe and effective equipment operation
- Routine maintenance procedures
- Basic troubleshooting
- Asset and equipment lifecycle management
5.2 Manufacturer-Led Technical Training
a. Overseas Training
Service engineers receive OEM-certified training at manufacturer facilities and accredited
training centers in China, India, Germany, Singapore, and the Netherlands.
b. In-Country Training
OEM trainers conduct periodic in-country training sessions in Bangladesh to ensure continuous
technical capacity development.
6. Spare Parts Management and Storage
Dedicated storage facilities are maintained for critical, fast-moving, and slow-moving spare parts.
Inventory is managed using standard control systems to ensure timely availability and reduced
equipment downtime.
7. Workshop and Repair Facilities
Medicon International operates a fully equipped technical workshop in Dhaka, supporting advanced
diagnostics, repairs, calibration coordination, and refurbishment in compliance with OEM standards.
8. Logistics, Delivery and Installation Support
Safe and timely delivery is ensured through qualified logistics providers. To ensure shipment integrity:
- All consignments are monitored end-to-end
- Trained Medicon International personnel handle delivery
- Installation, commissioning, and functional testing are conducted at the site
9. Quality Assurance, Documentation and Compliance
The following documentation is provided:
- Installation and commissioning reports
- Preventive maintenance records
- Equipment service history logs
- User manuals and technical documentation
All services are aligned with manufacturer requirements and applicable international healthcare standards.
10. Management Oversight and Continuous Improvement
Service performance is monitored through:
- Service activity and uptime reports
- Client feedback and satisfaction records
- Emergency response logs
- Warranty and post-warranty service registers
Regular performance review and planning meetings support continuous service improvement.
11. Commitment to Humanitarian and Public Health Programs
Medicon International remains committed to supporting humanitarian, development, and public health
programs through reliable after-sales service, rapid technical support, and sustainable lifecycle
management of medical equipment supplied to UN agencies, INGOs, and institutional partners.
Declaration
Medicon International confirms its capacity to provide comprehensive after-sales service, technical
support,spare parts availability, training, and logistics support in compliance with United Nations
procurement and service requirements.