Healthcare simulation operations specialists regularly face the challenge to stay current with new products and technologies and manage vendor relationships. This article by Rémy Roe, Ph.D. and Simulation Technology Specialist at the Stanford University School of Medicine’s Center for Immersive and Simulation-based Learning (CISL), offers practical strategies for healthcare simulation operations specialists who seek product information without an immediate intent to purchase. These approaches can help healthcare simulation operations specialists gather valuable details for leadership teams and simultaneously maintain positive and professional vendor relationships.
Set Clear Expectations from the Start
When a member of the team first contacts vendors, transparency about their role and purpose proves essential. Begin conversations with a clear statement about your mission to gather information. A direct approach might include phrases such as: “I want to learn more about your product for possible future consideration,” or “Our center reviews new technologies quarterly, and I collect information for our leadership team.”
This clarity helps establish appropriate expectations from the outset. Most vendors appreciate honesty in regard to your timeline and decision authority, as this allows them to tailor their approach to your actual needs. Request specific information formats that will best serve your purpose. For example, you might ask for digital brochures, technical specifications, or case studies rather than formal quotes or proposals. These materials provide valuable details without what may feel like an aggressive sales follow-up.
Leverage Professional Conferences
Healthcare simulation conferences offer ideal opportunities to gather product information with minimal pressure. Events such as IMSH, SimGHOSTS, or SimOps feature exhibition halls where you can examine products firsthand and speak with vendor representatives. The conference environment allows for brief, focused interactions with multiple vendors. Prepare specific questions in advance to maximize these opportunities. Consider the creation of a standard information form to complete for each product of interest, which ensures consistent data collection across vendors.
When you speak with vendors at conferences, clearly communicate that you attend to gather information for future consideration. Most representatives understand this common practice and will respect your position. Conference apps and materials often include vendor contact information for future reference. This resource allows you to follow up on your own timeline rather than respond to vendor-initiated contact.
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Manage Digital Information Requests
Online research provides a valuable alternative to direct vendor contact. Many companies offer detailed product information through their websites, like specifications, demonstration videos, and user testimonials. When website information proves insufficient, consider the use of professional email addresses for information requests. Some operations specialists create dedicated email accounts for vendor communications, which helps compartmentalize these interactions.
In email requests, specify exactly what information you need and your preferred format. Clear statements about your research phase and decision timeline help set appropriate expectations for vendor responses. If online forms require contact information, consider which details to provide. Business email addresses and general department phone numbers often work better than personal contact information for initial inquiries.
Phone and Virtual Meeting Strategies
When phone or virtual conferences become necessary for detailed product information, several strategies can help maintain control of the interaction. Schedule calls with defined start and end times and prepare an agenda of specific questions or topics to cover. When you begin these conversations, establish the purpose of the call: to gather information. A straightforward statement such as, “Our purpose today is to learn about capabilities and general price structure, not to discuss a specific purchase,” helps focus the conversation.
Take notes throughout the call to capture key points without a request for formal documentation that might trigger sales processes. If the conversation shifts toward purchase commitments or detailed quotes, redirect to your purpose to gather information. After the call, send a brief thank-you message that reiterates your timeline for evaluation. This courtesy acknowledges the representative’s time and reinforces your current research phase.
Manage Persistent Follow-up
Despite clear communication, some vendors may pursue what feels like aggressive follow-up strategies. Preparation for these situations helps maintain professional relationships and protects your time. Create template responses for common follow-up scenarios. These might include statements such as: “Thank you for your interest. We review new products quarterly, and your information remains in our consideration file for our next evaluation cycle.”
Establish internal policies about vendor communication channels. Some clinical simulation centers designate specific days for vendor calls or limit vendor emails to particular email addresses. These boundaries help contain vendor interactions to manageable levels. If follow-up becomes excessive, a direct approach often works best. A respectful message that states, “Our process requires internal review before further discussion. We will contact you when that review completes,” usually suffices to pause unwanted contact.
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Collaborate with Procurement Departments
Many healthcare simulation operations specialists work within larger organizations with established procurement processes. These departments can provide valuable support to help gather information without purchase commitment. Procurement professionals often maintain vendor relationships as part of their regular duties. They can request information on your behalf, sometimes with greater access to price details or product specifications than individual department members.
These colleagues understand purchase protocols and can help explain institutional constraints to vendors. Their involvement signals to vendors that proper channels exist for eventual purchases, and also protects team members from direct sales pressure.
How to Balance Information Access and Professional Boundaries: The Path Forward
This article by Rémy Roe, Ph.D. and Simulation Technology Specialist at the Stanford University School of Medicine’s Center for Immersive and Simulation-based Learning (CISL), has discussed strategies for healthcare simulation operations specialists to gather product information from vendors and manage sales tactics. If healthcare simulation operations specialists set clear expectations, leverage conferences, manage digital communications, control phone interactions, address persistent follow-up, and collaborate with procurement departments, they can acquire the information needed and maintain positive and professional boundaries.
The relationship between simulation centers and vendors remains important for the advancement of healthcare education. Thoughtful communication and respect for each party’s role in the process creates sustainable professional connections that benefit both sides. As healthcare simulation technology continues to evolve, operations specialists who master these techniques position their centers to make well-informed decisions. This approach ensures that when purchase recommendations eventually move forward, they rest on comprehensive product knowledge rather than sales pressure.
