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National Recall Alert Center®

A Non-Profit Service Agency
USA's Premier Recall Warning System
Providing Regulatory Compliance,
Safety and Risk Management
Trusted By 4 Out Of 5 Hospitals Since 1973
1 (800) NRAC NOW 6722 669
 

FAQ

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What are the responsibilities of the dashboard administrator?
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The dashboard administrator oversees the recall process, and has complete access to the dashboard with a view of the status of every recall at all times as well as the ability to generate reports. Whenever any particular recall’s disposition is not responded to in a timely manner (based on whether that recall is a class 1 or 2/3), the dashboard administrator will receive a copy of the third and the fourth final notification. It is also the responsibility of the dashboard administrator to maintain and update the contact information on the Account page, with the ability to add and/or delete departments as necessary. To make changes to your dashboard, it is necessary to log into my.recallalert.org (no www or http before it) with your user name and password rather than entering your dashboard through an email alert.

I am the dashboard administrator, so why can I not make changes to some of the recalls?
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Email alerts are targeted to specific departments. Rather than going into your dashboard through an email alert, log into my.recallalert.org (no www or http before it) with your user name and password. This will give you access to, and the ability to make changes to, everything on your dashboard.

How do I change the contacts within my departments?
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Do not go into your dashboard through an email because email alerts are targeted to specific departments. Log into my.recallalert.org (no www or http before it) and you will see an Account tab at the top. Click on that and it will take you to the page listing your departments. You will then be able to edit your personnel.

Is there an easy way to change who should be the primary contact in a department (for instance, if a recall coordinator is away for a period of time)?
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Yes, click Edit next to the department that needs to be changed and simply check/uncheck the box for primary next to the dashboard coordinator's name. An asterisk will indicate who the primary recipient(s) is.

Can I add more contacts to a department?
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Yes, the system allows up to four contacts in each department.

How do I add a customized department?
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Once your dashboard has been activated by National Recall Alert Center to allow you to do so, simply add a contact. Then type a new department name in the dropdown menu and click Add Department.

How do I delete a department?
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Simply remove all the contacts from that department.

Why do some of my departments never receive any recalls?
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The department(s) may be customized. National Recall Alert Center only posts recalls to its standard departments. A non-standard department must have recalls reassigned to it by your standard departments.

How can I get an overview of the status of the recalls in each of my departments?
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Click on the Reports tab and choose Recalls by Department from the dropdown menu. It is then possible to change the date range that you wish to view.

How do I determine how many recalls my facility has received?
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Click on the Reports tab and choose Recalls by Hospital from the dropdown menu. It is then possible to change the date range that you wish to view. This report will give you the total number of unique recalls for your facility within that date range. In other words, if a recall is sent to multiple departments it will only be counted once.

How can I can get an overview of how long each of my departments takes to respond to the recalls?
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Click on the Reports tab and choose Response Time Report from the dropdown menu. It is then possible to change the year that you wish to view.

How can I see a list of the recalls for which my departments have entered notes?
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Click on the Reports tab and choose Recall Status Notes Report from the dropdown menu. It is then possible to change the date range that you wish to view. In most cases, a department will write something in the Notes box when a recall affects your facility.

How can I see a list of recalls that have been reassigned?
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Click on the Reports tab and choose Reassigned Recalls Report from the dropdown menu.

How do I determine how many recalls affected my facility?
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If your dashboard coordinators regularly write notes, simply run the Recall Status Notes Report. Alternately, on your Recalls page, set your date range and then change the Status to Had product - already removed, Have product (recall), or Have product (field correction). You will need to search each one separately and then count them. They can also be exported to another format, such as an Excel spreadsheet, so the data can be manipulated. To do this, choose a format under Export Results.

What are the responsibilities of the dashboard coordinator?
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The dashboardl coordinator has the responsibility of viewing the notifications received directly, determining the disposition, and inputting it into the E.-C.L.A.S.S. system. The dashboard coordinator should keep in contact with the dashboard administrator so that the contact information is kept up-to-date at all times.

I am not receiving any email alerts. How can I correct this?
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Follow these steps, in order: 1) Ask your dashboard administrator to check that your email address listed on your dashboard is accurate. 2) Check your spam folder and add National Recall Alert Center's address (recall@recallalert.org) to your list of contacts. 3) Speak with your IT department to see if it is blocking them for some reason. Remember that if you are the back up to the dashboard coordinator, you will not receive any reminders if the dashboard coordinator takes care of recalls as they occur.

Why am I receiving second and third email alerts, but not first notifications?
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Due to the large volume of first notifications that are generated, your IT department may have flagged them as spam. This is less likely to happen with second and third notifications because there are fewer of them.

Why do I not see any recalls when I click on the link in my email alert?
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You or a colleague may have responded to a recall prior to opening the email. Change the Status at the top to View all and you will see all the recalls for your department.

How can I see the recalls in other departments?
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Change the Department at the top to All and the Status to View all. You are able to view recalls in other departments, but the system will not allow you to edit any information outside your own department.

I am the dashboard coordinator for more than one department. Why am I unable to change the status?
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Email alerts are targeted to specific departments. You need to enter your dashboard through an email specific to the department you wish to modify. Alternately, you can log in manually to my.recallalert.org with your user name and password. This will allow you to address the recalls in all of your departments.

Why has the Do Not Have box disappeared?
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The recall has already been addressed (grey background), or you have entered your dashboard through an email alert targeted to another department. You need to enter your dashboard through an email specific to the department you want to modify.

Should I choose Do Not Have even if I know the product is in the hospital?
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The Do Not Have option means that your department is not responsible for the product. Each department to which the recall is posted needs to address it separately. If you know that another department is responsible for the product and the recall has not already been posted to it, you may reassign it.

How do I reassign a recall to another department?
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On your recalls page, click on the department name (red and underlined) in the Department column to the right of the page. A drop down menu will give a list of eligible departments. Check the department(s) to which the recall should be reassigned, enter your initials, and click on Reassign Recall.

Why do I get a log in page when I click on the link in my email alert?
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You have not yet registered a user name and password. Simply type them in and click Register. Subsequently, you may continue to click the link in your email alerts, but you also have the ability to log in manually to my.recallalert.org.

How do I add a person to the dashboard to receive email alerts?
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The system allows four contacts in each department. To have the contacts in your department changed, contact your dashboard administrator (listed at the top of your dashboard).

I have to be out of the office for a period of time. Can my back up receive the first notifications until I return?
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Yes, contact your dashboard administrator and the order can be changed with one click.

Why are alerts sometimes sent to more than one department?
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Sometimes products are handled by more than one department within your hospital. To be sure that no department misses a relevant alert NRAC must send it to more than one department in some cases. Each department must address the alert separately. Choose Do Not Have if another department needs to address the alert (this essentially tells the system “My department is not responsible for this product.”). If you find it has not been sent to the correct department there is always the option to reassign it to the department responsible.