Overall Satisfaction with MasterControl Quality Excellence
MasterControl has been used at our healthcare system since 2012. It is utilized by various clinical departments including the Pathology Department, Clinical Laboratory, Bone Marrow Transplant Services, etc. It is to record deviations, CAPA, document control and staff training relayed to documents and competencies. We are a regulated industry and document control is required by several of our regulators. After a long search, MasterControl was selected because of its versatility to be used for many different departments including Blood and Biologics and Manufacturing departments.
- MasterControl removes the needs for book shelves of binders through out multiple sites. Keeping all the binders up to date is a manual process and takes time, space and lots of duplication of paper. There is an electronic copy available to those who need it from any device in house. The most recent version is always available.
- MasterControl has security in place so those with a need to know have access to their documents, while blocking other departments from even seeing the content of others. All actions are recorded in an audit trail for users and documents.
- Document, Training and Quality modules all link together. A deviation will link to the document deviated against, which can create an action to edit the document or retrain selected staff on the documents contents.
- Their new report writer is not user friendly yet. MasterControl has listened to its clients and have been making small changes to assist reporting. There is still room for improvement though.
- Rapid company growth means many new staff. Some tech support staff know less than the customers they are supporting.
- Decreased costs related to copying documents, folders to track training, employee time replacing documents in all binders and the time to find the binders.
- Access to current documentation is no longer limited to finding binders and having to share them.
- Quality processes are looped in with the documentation and training to complete the circle of change required when a complaint or deviation exists.
- Licensing can be costly as users must hold a license plus a annual maintenance fee.
SharePoint and DocSTAR were reviewed as well as 6 others. None of them provided that flexibility that MasterControl did. MasterControl had all the whistles and bells other systems did, but it offered for customizations to let us include clinical ancillary services, nursing units, outpatient clinics, product manufacturing etc. All its modules are linked together so processes are streamlined and automated. The cost is more than several other systems, but it makes up for it in its customer service and flexibility. MasterControl does value its customers and does take client suggestions to new enhancements routinely. Clients routinely get together on virtual meetings to assist each other and provide suggestions to MasterControl.
The Technical Support team has grown exponentially over the last couple years. Some front line support staff are new to the system and so know less than the clients do. Back line staff are more seasoned and provide immediate assistance to the front line staff. They have an extensive knowledge bank to assist them as well as client access to most KB articles. Annual user group conference gives us chance to meet the support staff an also to resolve any outstanding issues. Any critical vendor notices are emailed immediately when found and a patch offered at the same time. These are rare, but quickly resolved.
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MasterControl is very flexible in all modules. A manufacturing department and a nursing unit can both use the same modules with all their needs met. System configuration can be accomplished at a broad and or granular level. Each document, incident, user etc can have a customized configuration for its unique workflow. The application is web-based and available on a variety of platforms. Security allows staff to access what they need from the workplace, remotely from a client site to home. While I work in healthcare, I can talk to other MasterControl clients in the oil industry or Pharma and we still can provide suggestions to each other about new or unique uses for MasterControl. I