Claims and returns
When a defects is suspected in a blood product, the hospital may return the preparation and potential transfusion equipment and tubes in a carefully sealed package to the Blood Service. The filled-in preparation complaint form (FI) must be returned with the shipment.
When a defect is suspected in an octaplasLG® preparation, the complaint must be immediately made to the Blood Service’s Order centre. Any product complaints and customer feedback (e.g. on broken bags) is made using an octaplasLG® product complaint form. Additional information on how to file a product complaint on octaplasLG® products can be found in the customer guidelines provided below.
If the drug verification system issues an alarm, for example, in a situation where the 2D data matrix cannot be read or the safety mechanism is faulty, fill out the “Suspected product defect, drug verification system” form (FI) below. Additional instructions for octaplasLG® product complaints can be found in the customer instructions (FI) below.
The form is faxed to the Blood Service or sent to the address firstname.lastname@example.org. The preparation should be stored at the blood centre for potential return request.
Every complaint concerning a medical preparation is processed as a potential case of product defect until the severity of the situation has been investigated. A product defect refers to a situation in which a medical preparation batch, a part thereof, or a single package delivered by a pharmaceutical plant fails to meet the product requirements.
The Blood Service compensates the preparations to the customer on the basis of the investigations it has conducted.