Contract Organisations know that complaints from their sponsors, distributors, partners, customers or retailers create severe brand and reputational risk. Failure to meet quality standards will result in returns, recalls, and batch wastage, all impacting the bottom line. But more importantly, adverse events create a serious risk to patient safety, can destroy the organization’s reputation and kill the product and/or the company. Patient safety is taken seriously by every Life Sciences organization and so every complaint must be properly handled.
By implementing an automated Complaints Management Solution, the organization can ensure that all complaints are captured, investigated and tracked to resolution, to the satisfaction of all stakeholders, including the regulatory agencies and the sponsoring partner. Automated forms, business rules and a dynamic workflow engine make up the basis of the QUMAS best practice Complaints Management Solution process, allowing for an action plan to be created and executed to the satisfaction of the complainant. Correspondence and audit trails are continuously recorded throughout the process so that all stakeholders are continuously aware of the status of the complaint. The ability to deliver a preconfigured report on the issue also removes the scramble to gather information necessary in making sure regulatory agencies are kept up to date.