The Complaints Module allows you to view all the complaints received for a product, their status and approval state.
Note: This video was created using V1.24.2. Enzyme is updated weekly so some elements may change.
Overview of Complaints Module
You can access Complaints under Improvement in the navigation menu.
Columns button allows you to sort the column headings you want to view.
Add Filter button allows you to view only data pertaining to your filter(s).
Exports button allows you to export all the complaint records. These will be emailed to you and also available in the notifications bell.
Create New Complaint Record allows you to create a new complaint.
To view details on a complaint, hover over the complaint and click it.
At a glance, you can view the status of the complaint and its approval status. You can also choose to reopen the complaint (if its closed) or link it to a Zendesk ticket (if the integration is setup by the Admin) for traceability.
In the form you can view information about the complaint, if it was reported, investigation status and overall history. There are 4 tabs in each complaint - entry, reportability, investigation and history.
View when the complaint was initiated, information about the complaint, description, clinical outcome, product information and triage assessment.
Based on the triage assessment, view if this complaint was reported or not.
View details about the investigation such as the product analysis, shipping history, complaint trends, labeling review, risk analysis, root cause, and escalation statement. If the product was returned, you can view the return tracking information.
Review the history of the complaint from creation to closed.
When you are done viewing the complaint, click on the X at the top of the page.
If you have any questions, you can reach us through the in-app chat or email us at firstname.lastname@example.org.