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Several attempts were made to try to obtain additional information, however no responses were received.Natus completed their investigation on 31july2018.The investigation results included the following: evaluation of actual device.Review of device history and service records.Review of complaint history/ complaint rate.Review of past capas/ capa determination.The customer's complaint "touchscreen is not responding" was confirmed.The unit was returned to technician for evaluation, and it was determined that the touchscreen was found faulty.The service technician replaced the touchscreen, battery, coin battery lcd display, speaker / fan assy.And speaker gasket.Dhr review: batch history record shows cam02 met requirements before released to fg (finished goods).Complaint history review/ trend analysis: based on the complaint description a review of cam02 monitor complaints was completed using the following key word " touch screen malfunction " in the search criteria.The review encompassed dates jan-2016 to may-2018.There were eighty-two (82) confirmed complaints during this time.Based on the number of sales (during this same period jan-2016 to may-2018, 1732 units, this complaint code (reason) has an incident rate of 4.734%* *ref.Capa 114744.Risk management analysis: a review of the cam02 medical device hazard analysis (table b) identifies the hazard for the customers complaint" "monitor not functional prior to use" (hazard id # dia-007).The harm being an inconvenience to user with a severity of negligible.Capa: capa 114744 was generated to address the touchscreen issue and corrective action.Root cause: damaged touchscreen.Device passed all functional and electrical safety tests after components were replaced.This complaint is now deemed closed.
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