Complaint Coding at Intake for a Medical Device Manufacturer
Medical DeviceQuality & Regulatory
12,000 complaints coded in two years. No new analysts.
A medical device manufacturer now gets a suggested complaint code the moment a complaint comes in. An analyst approves every one before it enters the record.
- Organization
- Medical device manufacturer
- Industry
- Medical Device
- Team
- Quality & Regulatory
- Problem
- Intake & triage
The operating problem
Complaint intake was growing faster than the team.
More devices in the field meant more complaints. Each one had to be read, interpreted, and assigned one of more than 90 codes before anything else could happen.
The operating plan called for three more analysts. The budget was not there. The team had to handle the growing volume with the people it already had.
Same team. More than 12,000 complaints coded over two years.
Before and after path
Before
Complaint enters the system
Complaint interpreted
One of 90+ codes assigned
Analyst reads and codes by hand
Backlog grows
After
Read the complaint as it arrives
Propose a code
Analyst approves or changes it
Analyst decides
Same team
Before
Backlog grows
- 01
Complaint enters the system
- 02
Complaint interpreted
- 03
One of 90+ codes assigned
- 04
Analyst reads and codes by hand
After
Same team
- 01
Read the complaint as it arrives
- 02
Propose a code
- 03
Analyst approves or changes it
Analyst decides
What Botable built
The first pass is done before the analyst opens the complaint.
- 01
Read the complaint as it arrives
As each complaint enters the complaint system, the system reads it.
- 02
Propose a code
It proposes one of more than 90 codes, so the analyst starts from a recommendation instead of a blank field.
- 03
Analyst approves or changes it
An analyst reviews every proposed code before it goes into the official record. That was the manufacturer's choice, and the build respects it.
Evidence
More complaints, same team, every code still approved by a person.
- 0
- Analysts added. The plan called for 3.
- 12,000+
- Complaints coded over two years
- 90+
- Codes the system chooses from
- 0
- Systems replaced. Built on the existing complaint system.
After go-live
Two years of production volume. Same boundary.
The first pass runs on every complaint as it arrives. When the manufacturer adjusts its codes or its process, Botable adjusts the build. The analyst's approval is still where every code ends.
Start with one gapIs intake growing faster than your team?
We will build the first pass, leave the approval with your people, and keep it running.
Start with one gap