Complaints provide insights to improve product quality, ensure compliance, and drive growth. Cardinal Health is transforming complaint management by centralizing data, improving visibility, and automating processes for faster issue resolution. With the support of a unified quality management system, Cardinal Health has improved its ability to track, investigate, and resolve complaints while reducing non-value-added tasks to help scale quality operations.
Addressing growing complexity
As medical device and diagnostics technologies grow in complexity, companies like Cardinal Health are evolving their complaint handling processes to ensure compliance, maintain product quality, and drive innovation.
"We saw the need for a universal system that could streamline processes and eliminate paper-based workflows," said Pat Tucker, manager of postmarket surveillance at Cardinal Health. "The best strategy for Cardinal Health was bringing together all business segments to develop a system that addressed unique needs while fostering efficiency and collaboration."
Establishing a strong foundation
To successfully transform complaint management, Cardinal Health focused first on refining its processes and standardizing workflows before implementing new technology.
By improving intake processes and ensuring clear escalation pathways, Cardinal Health established a framework to handle complaints which provided the structure needed to support its digital transformation.
Using technology to streamline complaint management
Cardinal Health’s transition to a unified quality management system has streamlined workflows, improved decision-making capabilities, and allowed for more comprehensive complaint tracking. This shift enables teams to manage complaints efficiently across diverse portfolios while improving data quality and visibility.
"Moving to a unified quality management system is just the beginning," Tucker adds. "Centralizing our software into one system improves data entry and timeliness in complaint management, allowing us to streamline processes from intake to investigation. Additionally, using technology to enhance data capture and reduce non-value-added tasks helps ensure a robust and comprehensive complaint file."
Transforming complaints into improvements
By modernizing its approach, Cardinal Health transforms complaints into actionable insights that improve product quality and enhance customer satisfaction. Their ability to standardize processes, improve data flow, and automate key steps positions the company to scale its quality operations effectively.
This investment in technology and process optimization positions Cardinal Health to easily manage growing complexity while improving responsiveness and reducing compliance risks.
For medtech companies like Cardinal Health, investing in transformation initiatives that drive process improvements and scalable technology adoption is key to ensuring compliance and patient safety, driving product quality, and supporting business growth.
