Q-00032420
machine started pouring water out of it from the front right corner of the machine.
This was just as we were starting an in-office surgery schedule.
The one that suddenly started draining all over the counter is:
Midmark M11
SN: V2485570
1 PM kit, 002-10070-00
Tech should verify unit is level an water sensor is clean and functioning properly.
The one with the broken clip that holds the hose in place is:
Midmark M9
SN: V233954
1 PM kit, 002-10069-00
1 hose clip kit, 002-1694-00
2/17 MOwens Heather replied back that next Monday 2/23 in the afternoon will work for her.
2/17 MOwens Sent email to Heather to let her know the tech would not make it there today and to reschedule the visit.
2/12 MOwens replied back the Heather's email to schedule the visit for 2/17 from 3-5pm.
2/12 MOwens Replied back to Heather's email asking for the hours of operation at this location next week.
2/11 MOwens Called to speak to Heather Mason. Left a vm for her to call back to schedule the repair visit.
🔧Work Performed
2-23-26 CTM - Perform evaluation on Midmark M11 by checking if unit is level and water sensor is clean and operating properly and look for leaks. Hose clamp was off replaced hose clamp .TESTED PASS Notified POC Heather Mason of findings and completion.
🔍Technician Findings
2-23-26 CTM - Perform evaluation on Midmark M11 by checking if unit is level and water sensor is clean and operating properly and look for leaks. Notify POC Heather Mason of findings and completion.
⚠️Problem Description
Q-00032420
machine started pouring water out of it from the front right corner of the machine.
This was just as we were starting an in-office surgery schedule.
The one that suddenly started draining all over the counter is:
Midmark M11
SN: V2485570
Tech should verify unit is level an water sensor is clean and functioning properly.
📄Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)
📧
Email:Re: Autoclave Maintenance
Completed Feb 17, 2026
From: hmason@capefeareye.com
To: mowens@emsar.com
Internal Email: Safe.Yes, Monday afternoon, 2/23/26 will work.
Heather Mason, OSC, COMTAssistant to J. Wayne Riggins, O.D., M.D.Clinic ManagerCape Fear Eye Associates, PA910-484-2284; ext. 244CONFIDENTIALITY NOTICE: This electronic mail transmission may contain information that is privileged and/or confidential. Additionally, this email may contain individual protected health information ("PHI") that is subject to protection under state and f
📧
Email:Re: Autoclave Maintenance
Completed Feb 12, 2026
From: mowens@emsar.com
To: hmason@capefeareye.com
My tech Chris Morning will see you on Tues. 2/17 from 3-5pm.
ThanksMelissa OwensAccount Service CoordinatorEast Districtmowens@emsar.comwww.emsar.com803-791-1259
From: Heather Mason <hmason@capefeareye.com>Sent: Thursday, February 12, 2026 10:10 AMTo: Melissa Owens <mowens@emsar.com>Subject: Re: Autoclave Maintenance Internal
📧
Email:Re: Autoclave Maintenance
Completed Feb 12, 2026
From: mowens@emsar.com
To: hmason@capefeareye.com
Heather
I have the work order for the autoclave repair visit. I call yesterday and left a vm for you. I am looking at the schedule for next week. What are the hours for your location Mon-Fri?
Melissa OwensAccount Service CoordinatorEast Districtmowens@emsar.comwww.emsar.com803-791-1259
From: Heather Mason <hmason@capefe
📋
Outbound to +19104842284
Completed Feb 11, 2026
Called to speak to Heather Mason. Left a vm for her to call back to schedule the repair visit.
Work Order: WO-01350629
Account: CAPE FEAR EYE ASSOCIATES
Customer Case Number:
Location: CAPE FEAR EYE ASSOCIATES
Address: 1726 METRO MEDICAL DRIVE, Fayetteville, NC 28504
Manufacturer: Midmark Corp
Model #: M11 (Series)
Serial #: V2485570
Contact Name: Heather Mason
Contact Phone: 910-484-2284; e
Timeline
📞
Case Linked Feb 5, 8:30 AM
Case Number:00565579
Subject:Critical L2 Review - Healthcare
Status:Closed
⏳3.0 business days
📋
▶
2
Work Order Created Feb 9, 2:57 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From:Entered
To:Ready for Scheduling
Duration in Previous:2m
👷
▶
2
Technician Assigned Feb 9, 5:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From:Ready for Scheduling
To:Assigned
Duration in Previous:2h 24m
⏳3.8 business days
🗓️
▶
2
Status: Scheduled Feb 12, 11:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For:2026-02-17T20:00:00.000+0000
⏳3.0 business days
🔄
Status: Reschedule by Melissa OwensFeb 17, 4:04 PM
From:Scheduled
To:Reschedule
Duration in Previous:5d 4h
🗓️
▶
2
Status: Scheduled Feb 17, 4:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For:2026-02-23T19:30:00.000+0000
⏳4.9 business days
🔧
Status: Tech On Site by Christopher MorningFeb 23, 1:14 PM
From:Scheduled
To:Tech On Site
Duration in Previous:5d 20h
⏱️
▶
2
3x Labor Added Feb 23, 1:50 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From:Tech On Site
To:Completed
Duration in Previous:35m
⏱️
▶
2
3x Labor Added Feb 23, 5:20 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Christopher Morning
From:Completed
To:Closed
Duration in Previous:3h 30m
⏳4.8 business days
📄
Status: Ready to Bill by Diane PattonFeb 27, 9:31 AM
From:Closed
To:Ready to Bill
Duration in Previous:3d 16h
📨
▶
2
Status: Invoice Pending Feb 27, 10:54 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From:Invoice Pending
To:Invoiced
Duration in Previous:1m
🧾
Invoice Created Feb 27, 3:42 PM
Invoice Number:SM-255178
Bottlenecks
Assigned
Duration: 3.2 business days (threshold: 4.0 business hours)
Exceeded by 2.7 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.6 business hours
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 4.2 business days (threshold: 1.0 business days)