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Integration of Servicing with Complaint Handling and Reporting

Updated: Feb 17


As technology advances and medical devices become more intricate and interconnected, the significance of effective servicing cannot be overstated. The uninterrupted and optimal performance of medical devices is not only crucial for the well-being of patients but also for maintaining the integrity and reputation of manufacturers within the healthcare industry. As such, the QSR mandates that manufacturers establish and maintain comprehensive instructions and procedures for servicing their devices, ensuring that these instructions align with specified requirements.

As technology advances and medical devices become more intricate and interconnected, the significance of effective servicing cannot be overstated. The uninterrupted and optimal performance of medical devices is not only crucial for the well-being of patients but also for maintaining the integrity and reputation of manufacturers within the healthcare industry. As such, the QSR mandates that manufacturers establish and maintain comprehensive instructions and procedures for servicing their devices, ensuring that these instructions align with specified requirements.


Introduction to Servicing in Medical Devices

Servicing, as defined in the QSR, refers to the process of maintaining, repairing, or modifying medical devices to ensure that they continue to meet the specified requirements throughout their lifecycle. It is a necessary aspect of medical device management to safeguard patient safety and device efficacy. Manufacturers are responsible for establishing and maintaining instructions and procedures for servicing their devices, and these instructions must align with the specified requirements.


The Role of Servicing in Quality Management

  1. Ensuring Device Performance: Regular servicing plays a crucial role in ensuring that medical devices perform as intended throughout their lifespan. Medical devices are often intricate, with delicate components and precise engineering. Over time, devices may experience wear and tear or performance degradation due to usage, environmental factors, or other influences. Through routine servicing, manufacturers can identify potential issues before they escalate, thereby prolonging the device's life and optimizing its performance. By keeping devices in optimal condition, servicing contributes to enhanced patient outcomes and reduces the risk of adverse events.

  2. Compliance with Regulations: Compliance with regulations is of paramount importance in the medical device industry. The Food and Drug Administration (FDA) has established a rigorous set of regulations to ensure the safety and efficacy of medical devices. By adhering to the servicing requirements outlined in the QSR, manufacturers demonstrate their commitment to maintaining the highest quality standards in their devices' design, production, and performance. Compliance not only ensures adherence to established guidelines but also fosters trust among regulatory bodies, healthcare providers, and patients.

  3. Risk Mitigation: Servicing provides an opportunity to identify and mitigate potential risks associated with medical devices. Through regular analysis of service reports with appropriate statistical methodology, as mandated by the QSR, manufacturers can detect emerging trends or recurring issues. This proactive approach allows them to take necessary measures to prevent adverse events and improve overall device safety. By identifying and addressing potential risks promptly, manufacturers can minimize the likelihood of device malfunctions or failures, reducing potential harm to patients.

  4. Post-Market Surveillance: The data collected during servicing, such as test and inspection data, is invaluable for post-market surveillance. Post-market surveillance is a critical aspect of monitoring the real-world performance of medical devices after they have been released to the market. Through the systematic collection and analysis of service reports, manufacturers can gain valuable insights into their devices' performance, identifying patterns of failure, and facilitating timely corrective actions when necessary. This continuous monitoring enables manufacturers to respond swiftly to emerging safety concerns and take necessary steps to improve device performance and safety.

Integration of Servicing with Complaint Handling and Reporting

Under the QSR, manufacturers must handle service reports in a manner similar to complaints. If a service report indicates an event that must be reported to the Food and Drug Administration (FDA) under part 803 of Title 21, it is automatically considered a complaint. As a result, it must be processed in accordance with the requirements of § 820.198, which governs complaint handling and reporting.


Complaint handling is a crucial component of medical device quality management systems. When a manufacturer receives a complaint or service report, it is essential to follow a well-defined process to investigate the issue thoroughly, identify the root cause, and implement corrective and preventive actions as needed. By integrating servicing with complaint handling and reporting processes, manufacturers can ensure a comprehensive approach to post-market surveillance, leading to improved patient safety and regulatory compliance.


Key Data in Service Reports

Service reports must contain essential information that aids in traceability, analysis, and compliance. This information includes:

  1. The Name of the Device Serviced: Accurate identification of the device under service is essential for maintaining proper records and traceability.

  2. Any Unique Device Identifier (UDI) or Universal Product Code (UPC): UDIs and UPCs are alphanumeric codes that uniquely identify medical devices. Including these identifiers in service reports ensures precise tracking of individual devices throughout their lifecycle.

  3. Other Device Identification(s) and Control Number(s) Used: In some cases, medical devices may have multiple identification numbers or control numbers. These additional identifiers help maintain accurate records and streamline the tracking process.

  4. The Date of Service: A timestamp of when the servicing occurred is crucial for tracking the device's maintenance history and ensuring timely servicing.

  5. The Individual(s) Responsible for Servicing the Device: Recording the names or identification of the individuals involved in the servicing process helps ensure accountability and traceability of actions taken.

  6. A Detailed Account of the Service Performed: A thorough description of the service performed is vital for understanding the actions taken and the scope of the servicing activity.

  7. Test and Inspection Data for the Serviced Device: Test and inspection data provide valuable insights into the device's condition before and after servicing. This data assists in assessing the effectiveness of the servicing process and helps in identifying any improvements that may be needed.

Servicing is an indispensable part of the medical device industry's commitment to patient safety and product quality. By establishing and following comprehensive servicing instructions and procedures, manufacturers ensure that their devices consistently meet specified requirements and perform effectively throughout their lifecycle. Furthermore, the integration of servicing with complaint handling and reporting processes allows for comprehensive post-market surveillance and timely corrective actions when necessary.


Embracing servicing as an essential aspect of quality management helps establish trust and confidence in medical devices, benefiting both healthcare providers and patients alike. Through meticulous servicing practices, manufacturers contribute to a safer and more reliable healthcare landscape, upholding the highest standards of quality and patient care.


Contact BioBoston Consulting today or visit our website to learn more about how we can support your organization.

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