{"id":5090,"date":"2025-05-05T07:46:30","date_gmt":"2025-05-05T07:46:30","guid":{"rendered":"https:\/\/www.centogene.com\/?page_id=5090"},"modified":"2025-06-03T14:31:16","modified_gmt":"2025-06-03T14:31:16","slug":"procedimiento-de-quejas-del-cliente","status":"publish","type":"page","link":"https:\/\/www.centogene.com\/es\/customer-complaint-procedure\/","title":{"rendered":"Procedimiento de quejas de clientes"},"content":{"rendered":"<section class=\"bloque-contenedor    transparente-my\"   id=\"\">\r\n    <div class=\"container\">\r\n        <div class=\"\"> \r\n                        <div class=\"row\">\r\n                <div class=\"col-12  col-md-8 mx-auto\">                     \r\n\r\n                <div class=\"acf-innerblocks-container\">\n\n<h1 class=\"wp-block-heading\">Procedimiento de quejas de clientes<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Quejas de clientes<\/strong> Son comunicaciones escritas, electr\u00f3nicas u orales sobre supuestas deficiencias en la identidad, calidad, durabilidad, fiabilidad, usabilidad, seguridad o rendimiento de un producto ofrecido por CENTOGENE. Estas quejas pueden referirse a productos que han sido liberados del control de CENTOGENE o estar relacionadas con servicios que afectan el rendimiento de dichos productos.<\/p>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>Procedimiento<\/strong><\/h6>\n\n\n\n<p class=\"wp-block-paragraph\">Cada empleado de CENTOGENE puede recibir una queja de un cliente por comunicaci\u00f3n personal, tel\u00e9fono, fax, correo postal o correo electr\u00f3nico. Cada empleado es responsable de que dichas quejas se remitan inmediatamente (en un plazo de 24 horas) al departamento de Atenci\u00f3n al Cliente (customer.support@centogene.com), con una descripci\u00f3n detallada del problema.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Atenci\u00f3n al Cliente recopila y supervisa toda la informaci\u00f3n relacionada con la seguridad del paciente y la satisfacci\u00f3n del cliente, incluyendo comentarios o quejas sobre los productos y servicios de CENTOGENE. Atenci\u00f3n al Cliente o el empleado en contacto con el cliente le informa que la queja se recibi\u00f3 y se est\u00e1 procesando. Internamente, se inicia un Evento de Calidad para documentar la informaci\u00f3n inicial y la descripci\u00f3n.<\/p>\n\n\n\n<div style=\"height:16px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h6 class=\"wp-block-heading\"><strong>Evaluaci\u00f3n inicial<\/strong><\/h6>\n\n\n\n<p class=\"wp-block-paragraph\">Todos los detalles relevantes se ingresan en el evento. La informaci\u00f3n se eval\u00faa para determinar si se trata de comentarios o de una queja.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\">Investigaci\u00f3n y evaluaci\u00f3n de riesgos<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">En caso de quejas v\u00e1lidas, el problema se investigar\u00e1 y resolver\u00e1, proporcionando al servicio de atenci\u00f3n al cliente las medidas necesarias para abordar la queja. Durante la investigaci\u00f3n, se realiza un an\u00e1lisis de causa ra\u00edz (p. ej., 5-Por qu\u00e9, Ishikawa) y un an\u00e1lisis de riesgos, y se determina si... <em>in vitro<\/em> El dispositivo m\u00e9dico de diagn\u00f3stico (IVD*) objeto de la reclamaci\u00f3n fue la causa de la misma. Adem\u00e1s, se examina si otros IVD, procesos, equipos, muestras de pacientes, etc., se ven afectados por el problema y si ya existen reclamaciones previas relacionadas con el mismo.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Una vez determinada la causa ra\u00edz, se toman acciones\/correcciones inmediatas y se desarrollan estrategias y acciones destinadas a prevenir futuras ocurrencias o reducir la frecuencia de los problemas.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\">Decisi\u00f3n de informe de IVD<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Si la queja afecta o podr\u00eda afectar a los IVD y puede ser un evento denunciable, se informa inmediatamente a la Persona Responsable de Cumplimiento Normativo (PRRC) y al Representante de Gesti\u00f3n de Calidad (QMR), a m\u00e1s tardar dentro de 1 d\u00eda h\u00e1bil despu\u00e9s de tomar conocimiento de esa queja. <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Para determinar si el evento puede ser reportable, se considera lo siguiente:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Seguridad del paciente: \u00bfLa queja sugiere un riesgo real o potencial para la seguridad del paciente?<\/li>\n\n\n\n<li>Rendimiento del producto: \u00bfEl problema est\u00e1 relacionado con un mal funcionamiento o deterioro de las caracter\u00edsticas o el rendimiento del producto IVD?<\/li>\n<\/ul>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\">Resoluci\u00f3n de quejas<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Al recibir la resoluci\u00f3n adecuada, el Servicio de Atenci\u00f3n al Cliente lo comunica al cliente y completa la documentaci\u00f3n del evento.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Se podr\u00e1 emitir un Informe 8D previa solicitud.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\">Decisi\u00f3n de CAPA y cierre final<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Como \u00faltimo paso se decide si se requiere una Acci\u00f3n Correctiva y Preventiva (CAPA) seg\u00fan los criterios definidos y se cierra el evento.<\/p>\n\n\n\n<div style=\"height:80px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\">*IVD: Incluye IVD con marcado CE e IVD internos (LDT)<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-larger-font-size\">Procedimiento breve<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Queja recibida <strong>\u2192<\/strong> Respuesta al cliente y evento abierto <strong>\u2192<\/strong> evaluaci\u00f3n inicial (comentarios\/quejas) <strong>\u2192<\/strong> Investigaci\u00f3n y evaluaci\u00f3n de riesgos, incluyendo an\u00e1lisis de causa ra\u00edz, an\u00e1lisis de riesgos y acciones inmediatas. <strong>\u2192<\/strong> Decisi\u00f3n de informe de IVD <strong>\u2192<\/strong> Resoluci\u00f3n de quejas <strong>\u2192<\/strong> Decisi\u00f3n de CAPA y evento cerrado<\/p>\n\n<\/div>\r\n          \r\n                                <\/div>\r\n            <\/div>            \r\n        <\/div>\r\n    <\/div>\r\n<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-5090","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Complaint Procedure | CENTOGENE<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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