Complaint Follow-up

13th December 2006

Dear Sir,

Biochemistry Auto Analyzer at General Hospital- Badulla

We refer to the complaint made by MS.GH, Badulla and your request therein to submit our observations on the said complaint.

We are happy to inform you that on the 18th of November the machine was repaired and put back to use following a total break down period of 7 working days. We were informed of a break down on 08/11/2006 and on the very next day our Engineer carried two Semi Automated Biochemistry Analyzers to provide back up service to ensure continuity of work with minimal disturbance to the operators.

As such we wish to draw your observation to the fact that as per our agreement we have provided the Engineering service within 24hrs. in Badulla and furthermore, since the repair could not be carried out within the same day, back up facility was provided.

However the Back up facility was not accepted since it was discussed at the time of handing over that they were Semi Automated in nature and not fully automated.

Please let me take this opportunity to explain the reason why we provide Semi Automated instrument as backup.

The economics of our country and the market size does not permit any service provider to supply Back up Machines of identical specification at the time of breakdown since the instrument cost over Rs. 5 Million. Even if a different level of Automation (a different model) is provided the extensive Training Programme to introduce this new system to the operators would require practically 5 working days (if you may note our previous Training Programme on the Kone Analyzer was carried over 5 working days).

A very heavy time loss would incur during the period of orientation of staff to the new model provided as back up. Considering the fact that semi automated instruments are commonly used by all MLTs and would only require an orientation time of few hours of operator training we believed that Semi Automation as Back up is the most practically appropriate solution with minimum uptime putting the laboratory to its analytical capability.

We as a responsible company who strive to become a strong partner supporting the government in their national laboratory policy planning by providing the required service levels within the standards required, are deeply regretting the tremendous hardship this miscommunication would have contributed. We consider it our responsibility that we did not stress enough the importance of having a frame work of equitable, accessible and reliable infrastructure support as back up within the laboratory, in accordance with the Accreditation guideline for Clinical Laboratories.

We attach herewith a copy of the page on "Guideline for Good Clinical Practice" established by the European Forum which endorses the back up facility been maintained by the respective laboratory concerned at all times.

In the meantime in considering the above need we shall be pleased to offer a similar instrument, which will facilitate uninterrupted backup, by maintaining the price unchanged as quoted to this tender on 12.10.2005.

With this we believe that the national policy on maintaining the laboratory standards accepted nationally and internationally can be reached.

Thank you.

Yours faithfully,

ANALYTICAL INSTRUMENTS (PVT) LTD.,

S. Dodangoda, J. Sirinimal

General Manager - Medical Division Director

Copy: 1. Dr. Jaliya Munasinghe, Consultant Pathologist, Provincial GH Badulla

2. The Director, Provincial GH, Badulla
