Customer service

Serving
Solutions

Customer service

At Medica Europe, customer satisfaction comes first. That is why, as an ISO 13485 certified company, we follow strict procedures for handling complaints. Once we receive a complaint, we immediately work to thoroughly analyze it and identify any trends so that we can take appropriate corrective action. We use an emergency procedure for complaints with a potentially high risk, so that we can take the steps to be taken even faster.

Identify trends

As an ISO 13485 certified company, Medica Europe follows strict procedures for handling complaints. Once a complaint is received, it is analyzed to identify trends and take corrective action. Complaints with a potentially high risk are treated immediately according to an emergency procedure.

Customer Service

Our Customer Service department offers extensive support by answering your questions and providing technical assistance, but you can also contact us if you have a complaint.
As an ISO 13485 certified company, we provide you with personal advice and support, we ensure that the right parties are involved and we provide you with feedback on actions and solutions as soon as possible. We also manage returns and exchanges, collect and analyze feedback, and provide billing and payment support. Our main goal is to unburden you.

Identify trends

Preventing complaints is our top priority, but we recognize that errors can sometimes occur during the process from production to delivery. In such cases it is crucial that we learn from them, together if relevant. We achieve this through:

1. Automated analysis of complaint data.
2. Regular overviews and reports.
3. Feedback from healthcare providers.
4. Emergency procedure including analysis for high-risk complaints.
5. Continuous Improvement Process.
6. Training and education.

Registration and follow-up

When you report a complaint, it will be registered by our Customer Service or your account manager at Medica Europe. Each complaint is separately recorded in our CRM system, where all communications are carefully recorded.

Important aspects in the complaint form

The complaint form records various aspects, including the origin and frequency of the complaint, the circumstances in which it took place, the consumables and accessories used, and other relevant facts that can contribute to a thorough analysis.

Handling by the QA/RA department

The complaint is then handled with some urgency by our Quality Assurance and Regulatory Affairs (QA/RA) department. The procedure and handling depend on the type of complaint. The complaint report is supplemented based on the factual findings, after which the customer in question receives a version of the report, including any subsequent commercial actions.

Transparent communication and follow-up

As our customer, you will be well informed and you will easily receive information about the progress of your complaint via Customer Service or the account manager. All actions taken regarding your complaint are documented so that we can immediately inform you about the status and follow-up.

We believe in:

At Medica Europe we believe in transparent communication and follow-up. You will be well informed about the progress of your complaint and you can ask questions at any time to our Customer Service or your account manager.

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Mission

Medica Europe positions itself as a leading player in the medical disposables industry, focused on relieving the burden on healthcare and delivering sustainable solutions. The pay-off ‘Serving Solutions’ serves as a guideline for all communication.

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