5 tips for medical device after-sales (Part 2)

The attention of the manufacturer, in fact, should not end after the sale: it is necessary to collect feedback, monitor their function and users' satisfaction. Let's find out together, then, about the rest of the article!

Written Tuesday, by Emanuele Mortarotti

Welcome back on the blog Dispotech, your disposable excellence. Two weeks ago (here is the link to retrieve the first part of our article) we addressed the topic on medical devices and the measures that manufacturers must take after selling the products. The attention of the manufacturer, in fact, should not end after the sale: it is necessary to collect feedback, monitor their function and users' satisfaction. Let's find out together, then, about the rest of the article!

 

  1. Establish further studies if (and where) necessary.

After-sales surveillance studies may be required and/or mandatory, particularly if they relate to Class 2 or Class 3 ones. The purpose of these studies is precisely to monitor and assess risks that may occur in the functioning of the medical equipment.

Research and development may be required, even if there are significant changes in the use of the medical device, or even if new information is collected immediately after its placement on the market.

 

  1. Keep your team up to date.

Your team plays a key role in the management and control of after-sales surveillance and any problem that may arise in this regard. Your employees should always be kept up to date with changes in laws, procedures and policies, but also be supported in their day-to-day work.

 

Be aware of the risks...

What would happen if you were to fail following, step by step, the steps that we have outlined so far? Well, you can probably go from a pecuniary sanction - for non-compliance with laws, irregular contracts, non-transparent transactions - to a conviction handed down by a court - for those entrepreneurs who are involved in serious failures.

 

...and the advantages

It is important to remember that after-sales compliance is not a control activity to be archived as "made to comply with the law"; in fact, it produces a number of considerable benefits for your company and customers.

For example, a good after-sales control program can help you identify improvements that need to be made. It also offers you the opportunity to be proactive, to take steps that involve valuable learning experiences for your business. This proactivity can, in turn, help reduce the number of incidents and malfunctions recorded by users.

 

Final considerations

After-sales surveillance is a crucial operation for all companies that produce medical devices present in the large retail sector. There are always new laws to comply with, both to offer users an excellent product as well as to keep right with the law. A good system in place to monitor customer feedback is essential.

 

What do you think about this article? And how do you deal with the after-sales of medical devices? Contact Dispotech and have your say!

Emanuele Mortarotti
Author Emanuele Mortarotti

Manager

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