On (b)(6) 2019, leica biosystems received a complaint detailing the following: "wax changed in wax 1 on apr 16, still at 100% but has been used several times since, doesn't think processor is counting concentration correctly.Should have degraded to 98 by now.Just changes wax 3 which was at 92% but wax solidifying incompletely (slimy with added carry over solvent?)" on (b)(6) 2019, a leica field service engineer (fse) visited the customer site in relation to the customer complaint regarding wax degradation.The fse documented the following: "in addition, tissue was underprocessed on run made on (b)(6) at 12:26." on (b)(6) 2019, a leica applications specialist-core histology (fss) telephoned the complainant and documented the following: "two short gi ihr protocols-one on (b)(6) and one on (b)(6)-ended with some of the larger fatty specimens appearing squishy and exploded when they were placed on the water bath.Appeared underprocessed.On (b)(6) at 12:26 a protocol was run on retort that left the specimens squishy, i.E, not dehydrated.The customer reported that after the protocol they checked reagent container 11 (xylene) which did not smell very much like xylene.They replaced the reagent immediately, before leica rep could check." the fss also documented that the customer reported that the condensate bottle caused a warning message to be displayed even though the bottle was properly inserted.On (b)(6) 2019, the fss received information that all cases involved in this event were diagnosable.(this information was received by leica biosystems (b)(4) on 09 may 2019.).
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