Quarterly Health Checks

Scheduled, structured quarterly visits to every end user: transparent satisfaction tracking, early issue detection, and feedback loops your QA team can act on.

Overview

Medical device satisfaction does not show up in a Net Promoter score. It shows up in the workflow workaround a nurse adopted six weeks ago, the integration that quietly broke after an EHR upgrade, and the feature request that never made it back to product.

Quarterly health checks are a disciplined cadence of in-person or virtual visits to every active end user. We ask the same structured questions every time, log every answer, and feed the results into your QMS as either a satisfaction signal, a feature request, or a complaint requiring CAPA evaluation.

Our Process

  1. 1

    Site segmentation

    Each end user gets a tier (clinical importance, contract value, geography) that determines visit format and depth.

  2. 2

    Visit protocol

    Standardized question set covering workflow fit, integration health, training adequacy, and outstanding requests.

  3. 3

    Onsite or virtual delivery

    Onsite for tier-1 accounts and clinical safety reviews; structured video for the rest. Same script, same outputs.

  4. 4

    Triage & routing

    Each finding is categorized: satisfaction signal, training gap, feature request, or potential complaint. CAPA opens automatically where the threshold is met.

  5. 5

    Customer-facing recap

    Each site receives a short written summary within 5 business days, with committed follow-ups and owners.

Frequently Asked Questions

Is a quarterly cadence enough?

For most stable deployments, yes. We tier sites, high-risk or recently deployed customers move to monthly until stable.

Who conducts the visits?

Clinical engineers and application specialists who have been formally trained on your product and your QMS complaint criteria.

How is this different from customer success?

Customer success drives expansion. Health checks drive quality signal. The roles overlap but the outputs feed different systems.

What happens to feature requests we capture?

They route to product management with the originating site, the workflow context, and the frequency of similar requests across the fleet.

Can you integrate with our existing QMS?

Yes, Greenlight Guru, MasterControl, Veeva Vault QMS, ServiceNow, or homegrown. We adapt to your record format.

Catch issues before they become complaints.

Tell us your deployed footprint and complaint criteria. We will return a tiered visit plan and a sizing proposal within a week.

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