Successful Complaint Handling featuring SVP RAQA Shelly Gallup

Complaint handling is one of those functions every MedTech company has, but not every company gets right.

In this conversation, Shelly Gallup, SVP of RAQA at Glidewell Labs, pulls back the curtain on what actually makes a complaint handling system effective. And it starts earlier than most people think.

It’s not just about logging complaints. It’s about how they come in, who’s responsible for capturing them, and how quickly they move through the system.

Shelly points out that breakdowns often happen at the front end. Sales teams holding onto complaints too long. Disconnected communication between departments. Missing reporting timelines because information didn’t flow the way it should have. In MedTech, that’s not just inefficient, it can lead to real compliance risk.

The fix isn’t complicated, but it does require discipline. Strong intake channels. Clear communication across teams. Training people to recognize and escalate complaints immediately. And just as important, making sure nothing falls through the cracks by tracking against external databases and regulatory expectations.

But what really stands out is the human side of it.

Closing the loop matters. Not just internally, but with the person who raised the issue in the first place. Because at the end of the day, complaint handling isn’t just a regulatory function. It’s customer service. People want to know they’ve been heard and that something was actually done.

And behind all of it is the team. The structure, the accountability, and the ability to scale when things spike.

Done right, complaint handling isn’t a burden. It’s a system that protects the business, supports the customer, and keeps everything moving forward.

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