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Products & Services Customer Service Customer Relationship Management

Managing Medical Device Customer Complaint and Resolution Systems: Reporting, Identification and Follow-Up

ID: 5488


Features:

5 Info Graphics

25 Data Graphics

170+ Metrics

1 Narratives


Pages/Slides: 41


Published: 2017


Delivery Format: Online PDF Document


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • SPECIAL OFFER
Non-members: Click here to review a complimentary excerpt from “Managing Medical Device Customer Complaint and Resolution Systems: Reporting, Identification and Follow-Up”


STUDY OVERVIEW


An effective customer complaint and resolution system enables medical device organizations to efficiently process and utilize customer complaints to address product issues and improve business operations.

However, if not streamlined, the customer complaint resolution process can prove to be time-consuming and expensive for many companies, resulting in poor business and operational results.

Best Practices, LLC undertook benchmarking research to probe the best practices employed by leading medical device companies to manage their customer complaint and resolution systems in order to resolve problems, spot trends and develop insights that drive process improvements in the global medical device marketplace, specifically the United States, European Union, Australia and Japan.

The MDR/MDV post market surveillance benchmarks in this study will serve as a reference for medical device leaders in optimizing their current complaint and resolution system.

KEY TOPICS

  • Complaint Workflow
  • Complaint Follow-Up
  • Complaint Identification and Analysis
  • Complaint Recording
  • Complaint Timing
  • Compliance Levels

KEY METRICS

  • Does your company perform a medical review before or after MDR submission?
  • How many doctors and nurses comprise the medical safety review team?
  • What percentage of follow-ups is conducted by medical professionals?
  • What methodology do you use to investigate single incidents? Is it significantly different from handling cluster complaint?
  • How do you report regulatory/MDR/MDV complaints from listed sources?
  • How frequently do you share metrics with management at management reviews?

SAMPLE KEY FINDINGS


Complaint Workflow:

  • Medical safety reviews are conducted before MDR submission in most cases, and are performed in cases of death, serious injury, and potential for harm. Medical review teams vary significantly from company to company from teams of only Doctors, Nurses or other staff, to mixed teams containing all three groups.
  • Respondents investigate ~75% of all complaints.

METHODOLOGY


Best Practices, LLC engaged 20 leaders involved in the management of customer complaint and resolution systems at 20 leading medical device companies through a benchmarking survey. Nearly two-thirds of benchmark participants serve at the director level or above.

Industries Profiled:
Health Care; Pharmaceutical; Diagnostic; Medical Device; Biotech


Companies Profiled:
Abbott; Accelerate Diagnostics; Alcon; AstraZeneca; Avedro; Baxter Healthcare; Beckman Coulter; Boston Scientific; C. R. Bard; Edwards Lifesciences; ICU Medical; Marian; Medtronic; MicroPort; MID Labs; Needle Tech Products; Ortho-Clinical Diagnostics; PerkinElmer; Stryker; Zimmer Biomet


If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at DatabaseTeam@bestpracticesllc.com or call David Guinn at 919-767-9179 if you have any questions.