Complaints or other feedback from clients and patients, but also from personnel members, must be maintained by the laboratory. Record complaints but also positive feedback form clients.
In case of complaints, take immediate action if eliminating the cause of the problem seems to be simple. If this is not possible, discuss the complaint to find a solution in work meetings. All complaints are always discussed in work meetings. The complaints and corrective and preventive actions taken are recorded and archived in a file titled: “Complaints, Notifications and Suggestions for Improvement”. Monitor if corrective actions and preventive actions have any effect on solving the causes of the complaint. If not, try to find more appropriate corrective/preventive actions in conjuction with the rest of the staff during a regular staff meeting.
In phase 4 this process will be standardized using an SOP.
Activities related to Phase 3 - Customer Service