Every healthcare product matters. Every concern deserves attention.
One place to report product concerns, request support, and track resolution across manufacturers.
Healthcare professionals rely on medical devices, equipment, pharmaceuticals, and other healthcare products every day to deliver patient care.
When a product fails, behaves unexpectedly, requires service, or raises a safety concern, getting the right information to the right people shouldn't require navigating multiple manufacturer portals, disconnected emails, and phone calls.
Vigilia is building a unified platform to help healthcare organizations report product-related concerns, coordinate service and support, manage returns and replacements, and maintain visibility into actions across healthcare products and manufacturers.
The Challenge
One healthcare organization. Hundreds of products. Different processes for every manufacturer.
A healthcare facility may rely on products from hundreds of manufacturers, each with its own processes for reporting complaints, requesting service, coordinating returns, and obtaining technical assistance.
A nurse reports a malfunctioning device. Biomedical engineering investigates. Supply chain coordinates a return. A manufacturer requests additional information. Patient safety evaluates whether the event requires escalation.
Each team may be working toward the same resolution, but through different systems and communication channels.
The challenge isn't only reporting a product issue. It's managing everything that follows.
Multiple reporting channels
Product concerns may be reported through emails, phone calls, internal systems, spreadsheets, and individual manufacturer portals.
Disconnected service and support
Technical support, service requests, repairs, returns, and replacements often require separate communications and follow-up.
Limited status visibility
Clinical and operational teams may not have a consistent way to see whether a product concern has been acknowledged, investigated, escalated, or resolved.
Fragmented product history
Recurring failures, use errors, and product incompatibilities can be difficult to identify when related information is distributed across departments and suppliers.
Administrative burden
Repeated data entry, incomplete product information, and manual follow-up consume time that healthcare professionals could spend on higher-value clinical and operational activities.
Complex safety coordination
Product complaints, recalls, corrections, removals, and regulatory reporting responsibilities require accurate information and coordination between multiple stakeholders.
The Vigilia Approach
One experience across healthcare products and manufacturers.
Vigilia is designed to simplify how healthcare organizations communicate and coordinate product-related activities with manufacturers and other participating stakeholders.
Instead of requiring healthcare professionals to navigate different reporting and support processes for every product, Vigilia provides a structured approach to capturing concerns, initiating requests, tracking actions, and maintaining relevant information.
From an initial product report to technical support, service, return, replacement, or safety escalation, the goal is to make the process easier to follow and more transparent.
One product concern. The right people. Clear next steps.
Platform Capabilities
Built around the needs of healthcare professionals and operational teams.
01
Product Feedback & Complaint Reporting
Report product concerns, suspected malfunctions, performance issues, use errors, and other product-related feedback through structured workflows.
Capture relevant product identification, event details, and supporting documentation to help reduce incomplete submissions and repeated information requests.
02
Service & Repair Requests
Initiate service and repair requests for healthcare products and equipment.
Support coordination between biomedical engineering, clinical teams, service providers, and participating manufacturers while maintaining visibility into request status and follow-up activities.
03
Technical Support
Request technical assistance for product performance concerns, troubleshooting, and other product-related questions.
Help healthcare professionals communicate relevant information to the appropriate support teams and maintain a record of the interaction.
04
Product Returns & Replacements
Coordinate product returns and replacement requests while maintaining context about the originating concern, product identification, and related actions.
Improve communication between clinical departments, biomedical engineering, supply chain, and manufacturer teams.
05
Resolution & Action Tracking
Track product-related reports, service requests, support activities, returns, replacements, and follow-up actions from initiation through resolution.
Provide clearer visibility into responsibilities, status updates, and outstanding activities.
06
Product Safety & Performance Visibility
Bring together product-related information to support identification of recurring malfunctions, performance concerns, use errors, and product incompatibilities.
Help healthcare quality, patient safety, and biomedical engineering teams evaluate patterns that may otherwise remain scattered across departments and manufacturers.
07
Recalls, Corrections & Removals
Support communication and coordination of product recalls, corrections, removals, and related safety actions.
Help relevant teams maintain visibility into product-related notifications, follow-up activities, and action status.
08
Regulatory Reporting Support
Support structured documentation and coordination of product-related events that may require regulatory evaluation or reporting.
Help designated healthcare personnel organize relevant information while maintaining established reporting responsibilities, review processes, and required approvals.
How Vigilia Works
From the first concern to the final action.
01
Identify the Product
Select or identify the healthcare product involved in the concern or request.
Capture relevant product details to establish context and support accurate communication.
02
Choose What You Need
Report a product concern, request service or repair, obtain technical support, initiate a return or replacement, or submit product feedback.
Start with the activity that matters rather than navigating multiple disconnected systems.
03
Provide the Details
Enter relevant information through a structured workflow appropriate to the selected request.
Include supporting documentation when necessary.
04
Coordinate the Next Steps
Help the appropriate internal teams, manufacturers, or service stakeholders receive and manage the request.
Maintain relevant communication and action history.
05
Track Through Resolution
Follow request status, responses, and outstanding actions through a traceable workflow.
Use accumulated product information to support future evaluations and identify recurring concerns.
One starting point. Multiple product needs. Clearer visibility.
Designed for the Teams Responsible for Patient Care and Product Performance
Different roles. One shared responsibility.
Nursing & Clinical Teams
Report product performance concerns, suspected malfunctions, use errors, and product-related issues encountered during patient care.
Access a consistent starting point for reporting concerns and requesting assistance.
Biomedical & Clinical Engineering
Coordinate technical support, troubleshooting, service, repairs, and manufacturer communications.
Track equipment-related concerns, recurring failures, and outstanding service activities.
Quality, Patient Safety & Risk Management
Review product-related concerns, evaluate potential safety implications, support investigations, and coordinate appropriate escalation.
Gain greater visibility into recurring issues and relevant product-related activities.
Supply Chain & Materials Management
Coordinate product returns, replacements, recall-related activities, and communications with manufacturers and distributors.
Maintain clearer visibility into outstanding product-related actions.
Healthcare Leadership
Understand product-related operational challenges, recurring concerns, and activities that may affect patient safety, equipment availability, and organizational efficiency.
Vigi AI
Find relevant information. Recognize recurring concerns. Support informed decisions.
Healthcare organizations generate valuable information through product complaints, service activities, support requests, and other product-related interactions.
But recognizing patterns across products, departments, and manufacturers can be challenging when information remains distributed across separate systems.
Vigi AI is being developed to help healthcare teams make better use of product-related information.
Information discovery
Help users find relevant product records, previous concerns, and supporting information.
Recurring issue identification
Support recognition of repeated product malfunctions, performance concerns, and related events.
Use errors & product incompatibilities
Help surface patterns involving product use, compatibility, and recurring operational challenges.
Investigation support
Bring relevant product context together to assist designated quality, safety, and technical personnel.
Timely escalation
Help identify concerns that may warrant additional investigation, technical review, or safety assessment.
Vigi AI is intended to support professional judgment, not replace clinical decisions, safety assessments, or regulatory responsibilities.
Product Visibility
Understand more than individual reports.
An isolated product concern may appear routine. Repeated concerns involving the same product, model, lot, or device family may reveal a broader pattern worth evaluating.
Vigilia's approach is designed to help healthcare organizations develop a clearer understanding of product-related activities across their environment.
Recurring product concerns
Recognize repeated complaints and performance issues involving particular products or device families.
Service and repair patterns
Review recurring technical issues and service-related activities that may warrant further evaluation.
Use errors and incompatibilities
Identify repeated challenges involving product usability, application, or compatibility.
Outstanding actions
Maintain visibility into unresolved reports, service requests, returns, replacements, and other follow-up activities.
Cross-manufacturer visibility
Support a broader view of product-related concerns across participating manufacturers rather than relying exclusively on individual vendor systems.
The objective is to provide better information for evaluation, coordination, and appropriate action—not to replace established clinical, engineering, or safety review processes.
Working Alongside Existing Hospital Systems
Support existing workflows without introducing another isolated process.
Healthcare organizations already rely on incident reporting systems, biomedical equipment management platforms, quality systems, electronic health records, and supply chain applications.
These systems serve important purposes within their respective departments.
Vigilia is designed to address the product-related communication and coordination gaps that can exist between internal teams and external manufacturers.
Its role is to provide a consistent experience for product concerns, service and support requests, resolution tracking, and product-related visibility while supporting existing organizational responsibilities.
Not another destination for information to disappear. A clearer way to manage what happens next.
The Value for Healthcare Organizations
Less fragmentation. Greater visibility. Better coordination.
For Healthcare Professionals
A simpler, consistent approach to reporting product concerns and requesting assistance without navigating multiple manufacturer-specific processes.
For Biomedical Engineering
Greater visibility into technical support, service, repairs, recurring equipment issues, and manufacturer-related activities.
For Patient Safety & Quality Teams
Structured product information and improved visibility into concerns that may require investigation, escalation, or further evaluation.
For Supply Chain Teams
Clearer coordination of returns, replacements, product-related notifications, and follow-up activities.
For Healthcare Leadership
Better visibility into product-related operational challenges and opportunities to improve coordination, efficiency, and product safety.
Our Direction
A consistent experience across the healthcare product lifecycle.
Healthcare professionals should not have to learn a different process for every manufacturer simply to report a concern, request service, or obtain assistance.
Vigilia's vision is to simplify these interactions while strengthening visibility into product safety, performance, and post-market activities.
By bringing healthcare organizations and manufacturers together through structured workflows, Vigilia aims to make product-related information easier to communicate, evaluate, and act upon.
Because improving healthcare product safety begins with making it easier to identify and address the concerns that matter.
See Vigilia in Action
Your teams care for patients. Product-related workflows should support them.
Explore how Vigilia is designed to simplify product reporting, service requests, technical support, returns, replacements, and resolution tracking across healthcare products and manufacturers.
Discover how your organization can participate in shaping a more efficient approach to healthcare product safety and vigilance.
No commitment required.