For Alacris Theranostics, the quality of laboratory analysis and the satisfaction of our referring practices, hospitals, physicians and other institutions and customers, as well as the patients entrusted to our care, are our top priorities.
An efficient complaints management system is an important and helpful component in providing the best possible and quality-assured laboratory diagnostics and patient care. Complaints help us to continuously improve on this basis.
The quality management systems according to DIN EN ISO 15189 “Medical laboratories – Requirements for quality and competence” and DIN EN ISO 13485 “Medical devices – Quality management systems – Requirements for regulatory purposes” provide us with the appropriate framework for this. Based on these standards, we have established a structured and transparent procedure for dealing with complaints. We see every response as an opportunity to further improve our processes and the quality of our laboratory diagnostics. The complete recording and processing of incoming complaints is essential to ensure that sources of error are identified promptly and that appropriate action is taken to resolve them as quickly and thoroughly as possible. At Alacris, all complaints and concerns are recorded electronically and carefully reviewed and processed by our trained staff. The current processing status is transparent, impartial and always traceable, and the result of the error analysis is communicated to the relevant person or institution.
Complaints management helps us to provide a first-class service and to continuously improve medical laboratory diagnostics at the highest level.