Choose the right route for product feedback
For sales, service, and quality staff who hear questions or concerns in the field.
Northstar Medical is a fictional example. If feedback may concern a device's behavior or performance, route it through your organization's approved quality handoff for assessment. Routine scheduling or general support questions can follow the customer-support route. When the distinction is unclear, use the approved quality handoff so a trained role can assess it.
This page supports recognition and routing only. Follow locally approved procedures for actual handling, including any urgent or safety-related concern.
Choose the initial route
Illustrative distinctions only. When uncertain, use the approved quality handoff for assessment.
| Feedback heard | Initial classification | Initial route |
|---|---|---|
| A customer asks to move a scheduled service visit to another day. | Routine scheduling question | Use the locally designated customer-support route. |
| A field specialist hears that a device displayed an unexpected message during use. | Possible product behavior concern | Use the locally approved quality handoff for assessment. |
| A service question also includes a concern about device performance. | Mixed case; do not dismiss the product concern as routine support. | Use the quality handoff for assessment; customer support may address the separate service question. |
A field handoff, without making the assessment
Coordination example; it does not prescribe device use or safety actions.
A Northstar field specialist hears that a device intermittently displayed an unexpected message. The specialist treats this as possible product-related feedback, rather than assuming it is only a service question.
The specialist uses only the locally approved channel and records only context permitted by the applicable procedure. Patient-identifying or other restricted information is not placed in an unapproved channel.
The specialist routes the concern to the designated quality role. That role assesses the report, confirms the appropriate follow-up route, and identifies any permitted information requirements under local approved procedures.
Information boundaries and exceptions
What should I do if I am unsure whether feedback is product-related?
Use the locally approved quality handoff and let a trained role assess it. Do not decide that a possible product concern is routine support solely because it was raised during a service conversation.
Can I include patient-identifying or other restricted information in a message?
Do not include patient-identifying or other restricted information in an unapproved channel. Follow the local approved procedure for determining whether such information is needed and how it may be handled.
What if a concern is urgent or safety-related?
Follow the applicable locally approved urgent or safety-related procedure. This page does not define that procedure or replace it.
Who determines the right handoff and follow-up?
The locally designated quality owner confirms the approved channel, follow-up route, and permitted information requirements. Customer support remains the route for issues outside product quality.
Quality contact and follow-up
Use the quality contact and follow-up route designated by your organization. The Quality and Technical Operations owner is responsible for confirming the local handoff channel, scope, and information boundaries. If the local route is unclear, ask that designated quality owner for the approved handoff rather than sending restricted information through an unapproved channel.
For a matter outside product quality, use the locally designated customer-support route. If a conversation includes both a service request and a possible product concern, keep the routes distinct and send the product concern for quality assessment.