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  2. Şikayet Değerlendirme Süreci
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BÜBTAM ŞİKAYET DEĞERLENDİRME SÜRECİ – İŞ AKIŞ ŞEMASI Müşteri ŞikayetininBÜBTAM’a Ulaşması Başvuru Kanalları • E-posta • Telefon • Yazılı başvuru • Web formu vb. Şikayet Kaydının Açılması • Şikayet Formu doldurulur. • Tarih, iletişim bilgileri ve şikayet konusu kaydedilir. • İlgili analiz/rapor/hizmet bilgileri ile ilişkilendirilir. • Başvurana süreç ve geri dönüş süresi hakkında bilgilendirme yapılır. Ön Değerlendirme • İlgili birim tarafından şikayet incelenir. • Kalite Yöneticisi ve Laboratuvar Yöneticisi tarafından değerlendirilir. • Şikayete konu işi yapan personel değerlendirmeye katılmaz (tarafsızlık). Şikayet BÜBTAM faaliyetleri ile ilgili mi? (Kapsam dahilinde mi?) HAYIR Gerekçeli bilgilendirme • Müşteriye yazılı/sözlü bilgi verilir. • Başvuru talep olarak değerlendirilebilir. • Şikayet kaydı arşivlenir. EVET Şikayette Sunulan Hizmetin Türü • Analiz/ölçüm sonucu • Raporlama • Numune alma • Diğer laboratuvar hizmetleri Şikayet analiz/ölçüm sonucu ile mi ilgili? EVET HAYIR Analiz sonucunun tekrarı gerekli mi? HAYIR Mevcut Analiz Sonucunun Değerlendirilmesi • Teknik inceleme yapılır. • Analiz yöntemleri, cihaz kayıtları, kalite kontrol sonuçları gözden geçirilir. • Gerekli ise ek açıklamalar hazırlanır. EVET Şahit numune var mı? HAYIR Tekrar Analiz Yapılamayacağına Dair Bilgilendirme • Müşteriye gerekirse yazılı/sözlü bilgi verilir. EVET Analizin Tekrar Edilmesi • Tekrar analiz gerçekleştirilir. • Bulgular raporlanır. • Sonuçlar Kalite Yöneticisine iletilir. Sonuçların Değerlendirilmesi • İlk ve tekrar analiz sonuçları karşılaştırılır. • Fark olması durumunda kök neden araştırması yapılır. Şikayet rapor ile mi ilgili? EVET Raporun Düzeltilmesi • Rapor ve hesaplamalar incelenir. • Gerekli düzeltmeler yapılarak revize rapor hazırlanır. HAYIR Diğer Şikayetler • Numune alma, hizmet süreci, iletişim vb. konular incelenir. • Gerekli faaliyetlere karar verilir. Düzeltici/önleyici faaliyet gerekli mi? EVET Faaliyet Planı • Düzeltici/önleyici faaliyetler belirlenir. • Sorumlular ve terminler atanır. • Gerekli ise “Uygunsuzluk/Düzeltici Faaliyet” süreci başlatılır. • Müşteri maddi zarara uğradıysa ilgili sigorta süreci başlatılabilir. • Faaliyetlerin etkinliği izlenir ve doğrulanır. HAYIR Sonucun Müşteriye İletilmesi • Yapılan değerlendirme, karar ve/veya gerçekleştirilen faaliyetler müşteriye yazılı olarak bildirilir. • Revize rapor (varsa) müşteriye iletilir. Süreç Kapatma • Kayıtlar arşivlenir. • Faaliyetlerin etkinliği izlenir (varsa). • Süreç kapatma bilgisi sisteme işlenir.

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