Medtech complaint handling: Is there something to complain about?

2017 Sparta Systems Quality Management Market Survey

By Chris Newmarker, September, 2017

Medtech complaint handling appears to be a work in process, according to Sparta Systems’s recent quality management market survey.

The 2017 survey – which had 148 respondents in highly regulated industries including medical devices (23%) – found that nearly a quarter of those who answered did not have a well-defined and adopted complaint handling process.

Only 18% planned to increase their complaint handling budget, and 13% actually planned to cut it, according to the report from Sparta Systems (Hamilton Township, N.J.). (The full report is available on the company’s website.)
Placing quality management on the back burner can come back to haunt a company. In fact, more than 90% of respondents indicated that up to a tenth of their complaint records were escalated to regulatory agencies.

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