Each attendee will receive 2-Day workshop materials by the speaker. Seminar Also Includes Certificate, Complimentary Breakfast, Lunch & High Tea/Coffee
- Understand that although FDA does not specify a standard complaint handling system, the requirements do specify certain actions that shall be included in any system
- Grasp and comprehend the definitions and elements of the regulatory requirements for Complaint Handling, Medical Device Reporting and handling of Recalls
- All personnel who deal with customers, or who may receive a complaint call, must be trained in the proper routing/handling of complaints
- Provide information about FDA’s Medical Device Reporting (MDR) regulation and the Voluntary Reporting program called MedWatch
- Introduce your Medical Device Reporting and to help you better understand the process and benefits of Voluntary Reporting and responsibilities
- Latest Amendments to the MDR Regulation to Implement FDAMA Changes
- To Recall or Not to Recall: Issues to consider regarding whether a Field Action is required
- Determine when a recall is required and how to manage a recall, who must report, when to report, what to report, where to report, recordkeeping requirements, FDA regulatory authority, references and guidance
- Seminar attendees are encouraged to bring examples of their work from the functional area on the various topics as applicable for group discussion
- Review and discuss pain points, challenges and solutions
- Reporting complaints
- Complaint evaluation and investigation and effective root cause analysis
- Data collection and trending
- CAPA process for investigating complaints
- Accelerate complaints recording, investigation, reporting, escalation/triggers and closure cycle as cases are automatically routed from one stage to the next
- Gain enterprise-wide visibility into the complaints data and track the process with performance metrics, dashboards or other indicators
- Improve communication and teamwork on complaints across departments and functional areas
- Drive continuous improvement by tying corrective actions with complaints for a closed loop quality process
- Improve management of the complaint lifecycle with real-time trending and escalation of customer complaints
- Understand the History of MDR Regulation
- What types of Reports does the FDA receive and who must submit Mandatory Reports to the FDA?
- Who can submit Voluntary Reports to the FDA?
- How to submit e-MDR reports and ensure timely reporting requirements are met for MedWatch 3500A
- How Does the FDA Use Medical Device Reports?
- What are the exemptions, variances, or alternative forms of adverse event reporting requirements?
- Basics of a Recall: Initiation, Classification and Public Warning
- Medical Device Recall Reporting and Classification Levels
- Recall Responsibilities & Requirements
- FDA’s Role
- Introduction to Medical Device Recalls: Industry Responsibilities
DAY 1 SCHEDULE - 8:30 AM - 4:30 PM
- What are the elements of an effective complaint management system?
- How does risk management influence complaint handling decisions?
- What are the responsibilities of other departments?
- What is the best way to train customer contact employees?
- What steps would the FDA expect to see the departments taking that sorts out potential MDRs, product complaints and other reportable events?
- What and how do you perform trending?
- What are examples of how companies trend and analyze service calls and product complaints?
- Understand how and why CAPA is tied into product complaint investigation
- What is an appropriate complaint handling system in a risk-based post- market environment?
- How do you audit a complaint handling system?
- From your audits, how do you judge that your complaint handling system is effective?
- Assignment of responsibility
- Manufacturer should develop a method for maintaining records of complaints and investigations that: is functional and economical, meets company needs, and meets FDA requirements and expectations
- Identify designated complaint handling unit
- Instructions for documenting complaint information
- Process for evaluating complaints
- Process for investigating complaints
- Identify and process MDR's
- How to process customer returns
- Records and trend analysis
- Complaint closure
- Examples of tools currently being used to conduct investigations
- How far and in-depth do you go with your investigations
- What are current FDA "hot" buttons and trends, benchmarks and best practices for investigations
- How to become a "good" investigator and the emphasis on closed-loop investigations
- Written Procedures: Designated Complaint Handling Unit, Training and Records
- Recent Enforcement Actions
Medical Device Reporting
- Introduction to Medical Device Reporting
- What are the key terms, definitions and forms?
- MDR procedures and processes
- What are the requirements for developing, maintaining, and implementing written MDR procedures that apply to me?
- How do you manage international reporting requirements under your complaint handling system?
- Consider the relationship between MDRs and Risk Assessments
Exercise and Recap of Day 1
- Exercise on Product Complaints/Complaint Handling
DAY 2 SCHEDULE - 08:30 AM to 04:30 PM
Medical Device Reporting
- eMDR Electronic Medical Device Reporting
- How to Report a Problem
- Event Problem Codes and Manufacturer Evaluation Codes
- MedWatch: Safety Information and AER Program
- Completing Form FDA 3500A
- What form should I use to submit reports of individual adverse events and where do I obtain these forms?
- Where and how do I submit reports and additional information?
- Does the information in my report constitute an admission that the device caused or contributed to the reportable event?
- What are the requirements for developing, maintaining, and implementing written MDR procedures and maintain records/files that apply to me?
- Requirements for Individual Adverse Event Reports
- User Facility Reporting, Importer Reporting and Manufacturer Reporting Requirements
- What happens in a medical device recall: Firm-initiated recall vs. mandatory recall
- What information needs to be reported?
- What types of records do companies need to keep?
- Prior to notifying FDA, what steps should you have taken?
- What are the dos and don'ts when informing the FDA of a product problem?
- Who should be involved in the decision process?
- Who should be responsible for communicating with the FDA?
- What are the consequences of a recall?
- What factors should you consider when determining whether or not to get your product back?
- How do you prepare for a post recall inspection?
- What customer and other outside communications are necessary?
- What documentation should be prepared?
- How should the product liability implications of recall communications be handled?
- What is an effectiveness check?
- Health Hazard Evaluations are conducted by the FDA
- How should you write your recall correspondence?
- How do you determine that your recall is completed and what do you do to close your recall internally and with FDA?
- Create and use a recall operational
- Understand what is required for the recall strategy as expected by FDA
- Depth of recall and using a viable, sustainable and effective strategy
- Understand why the documentation and paper trail is so critical and termination of a recall
- Discuss most recent recalls not only for devices but pharmaceuticals and why the numbers are alarming
Exercise and Recap of Day 2
- Exercise - MDR and Recall
Global Regulatory Affairs & Compliance Consultant
David R. Dills, Global Regulatory Affairs & Compliance Consultant, President, currently provides global regulatory affairs, compliance and quality consultative services for early-stage and established Class I/II/III medical device, including combination products, In Vitro Diagnostics, nutraceuticals/supplements, cosmetics and biopharmaceutical manufacturers in multiple medical specialties and therapeutic areas on the global landscape, and has an accomplished record with more than 26 years of experience in the areas of Regulatory Affairs, Compliance and Quality Systems. He has been previously employed, with increasing responsibilities by medical device manufacturers and consultancies, including a globally recognized CRO and has worked directly with manufacturers engaged in compliance remediation activities and services involving consent decrees, CIA’s, warning letters, 483 observations, and customergenerated compliance events, and prepares for and conducts QS and regulatoryaudits. He is currently acting and interim President at NovaQual LLC.
He has been directly involved with constructing, reviewing, and/ or remediating regulatory submissions, including 510(k), PMA, IDE applications, IND, BLA and NDA submissions, preparing responses to AI’s/deficiency letters, Supplements, Amendments, acting U.S. Agent, works closely with the key stakeholders and Agency/Center Reviewers regarding submission meetings and negotiations; clinical affairs and study submissions; and provides regulatory submissions and postmarket project leadership and guidance covering different therapeutic and medical specialties based on classification.
Mr. Dills has a strong background in the interpretation and applicabilityofFDA regulations, including 21 CFR 210/211, 820 QSR/cGMP, Quality System implementation and compliance requirements, GxP training, leads and directs activities forthe registration and approval process and working with Agencies in Asia Pacific, EU and The Americas, including but not limited to FDA, European Medicines Agency–EMA, MHRH, ANVISA, PMDA, MOH, SFDA, TGA, and Health Canada; and defining and executing regulatory compliance, risk mitigation and remediation strategies in response to inspection findings. Additional activities include Pre-FDA Facility Inspections, Mock Audits/Due diligence and assessing state of readiness for Pre-approval inspection (PAI/PMA), proof of management oversight, facilitate and direct efforts for remediation planning and monitoring, and assessment of the critical sub-systems, records and document controls; and strives for reduction of regulatory compliance risk forcompanies.
Directs and leads efforts for PM support and consultative services on behalf of manufacturers and subcontracted bythird-partyconsultancies and provides services involving all phases ofthe product development, submission, and commercialization process from premarketing to postmarketing; retained as U.S. Agent for international pharma and device clients; conducting supplier and QS audits/assessments; UDI compliance strategies; establishment registration and listing; Agency inspection readiness preparation and remediation; preparing Agency responses due to enforcement actions; conducting GxP audits and preparing CAP/remediation plans; compliance engineering support; support and/or lead efforts regarding Adverse Event, MDR, Incident Reporting, Postmarketing Surveillance and Vigilance Reporting; clinical affairs, establish and/or remediate Quality Management and documentation systems for GxP compliance; preparation for ISO 13485 registration and CE Mark; and multi-countryproduct registrations and licensing
Mr. Dills manages quality, regulatory and compliance projects with multiple competing priorities having a direct impact on site operations/commercial opportunities. Develops strategies for governmental approval to introduce new products to market, provides guidance and clarity on regulatory requirements, prepares and/or reviews submissions [e.g., NDA, ANDA, 510(k), PMA, IDE, CTD/CMC and BLA], including design dossiers and technical files, and other applications for Asia Pacific, The Americas and EU. Directs and leads efforts in establishing and retooling QA systems with emphasis on preventing the design, manufacture, and shipment of defective product; provide compliance engineering support; and lead efforts for GxP Strategic Compliance.
Mr. Dills manages regulatory problems (e.g. AE’s, MDRs, Agency enforcement, and complaints) related to development, manufacturing, and commercialization, and recommends action to senior leadership to ensure effective resolution for manufacturers to achieve sustainable and proven compliant systems. Background encompasses broad capabilities in quality systems; documentation development and remediation; RA/RC oversight and governance; design controls; CAPA/investigations; GxP training; software and process validation with compliance oversight; supplier management; interfaces with FDA and other Agencies on the regulatory landscape; compliance with MDD/IVDD Directives and Technical File/Design Dossier and CE Mark requirements; conducts MDSAP training; and demonstrates credible experience to optimize business performance through proactive strategies to mitigate compliance exposure.
He also develops strategies and adds business value to manufacturers by providing strategic and tactical solutions that facilitate the achievement of regulatory and quality milestones and on minimizing delays due to noncompliance. He conducts Compliance Governance Assessments and Agency Mock Inspections; assist companies during FDA and other regulatory authorities’ inspections and with post-inspection correspondence and meetings, involved in the product life cycle and commercialization process and works effectively across all functions foroverall corporate compliance to support a company’s goals andstrategies.
Mr. Dills analyzes the benefits/risks for informed decision-making; interprets the regulatory precedents and new legislation; understands the competitive landscape; develops the business and regulatory approach; conducts persuasive communication with regulatoryauthorities; executes an effective path to approval; assists with GxP compliance strategies, effectively coordinates development in multiple markets; selects appropriate testing and manufacturing suppliers; and strives for overall corporate compliance withregulations in The Americas, EMEAand Asia Pacific. He provides direction on understanding the regulatory landscape for the product and provides a fully integrated approach to device development including design controls, and effective communications with Regulatory Authorities related to product development and post-marketing activities.
Mr. Dills has served on the Faculty Advisory Board for the Pharmaceutical Training Institute, Editorial Advisory Boards for Software Quality Professional and the Institute of Validation Technology (IVT), publisher of the Journal of GXP Compliance and Journal of Validation Technology and on the Readers’ Board for Medical Device & Diagnostic Industry and Medical Product Manufacturing News and was nominated and accepted for inclusion into the 2005-2006 Strathmore’s Who’s Who of Professionals.
Mr. Dills has authored and published validation, regulatory and compliance-related articles, commentaries and technical guides, and is an accomplished global industry presenter. Mr. Dills’ academic degrees include Environmental Science and Biology. He is a former Chair and Co- Chair of ASQ’s Section 1506 and associated with the Biomedical Division, RAPS, AdvaMed, PDA, ISPE, and other industry working groups.
This seminar will provide an overview and in-depth snapshot of the process for managing your product complaint/complaint handling program, Medical Device Reporting program and addressing and facilitating Recalls. Employees who will benefit include all levels of management and departmental representatives from key functional areas and those who desire a better understanding or a "refresh" overview of the complaint handling, MDR and recall process from start to finish, including:
- Regulatory Affairs Management
- Regulatory Affairs Specialist
- Compliance Officer
- Compliance Specialist
- Clinical Affairs
- Quality Assurance Management
- Marketing & Sales
- Distributors/Authorized Representatives
- Legal Counsel
- Engineering/Technical Services
DoubleTree by Hilton Philidelphia Airport
4509 Island Avenue
From Philadelphia International Airport,
8000 Essington Ave, Philadelphia, PA 19153, USA:
Take Garage Access Rd, Exit 13 and Island Ave to Executive Ave,
8 min (3.5 mi)-
Continue on Executive Ave. Drive to Island Ave,
1 min (0.3 mi)-
Turn right onto Island Ave,
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DoubleTree by Hilton Philadelphia Airport,
4509 Island Ave, Philadelphia, PA 19153, USA.