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Patient Tech Support Workflow Guide

This step-by-step guide is intended for Customer Service Agents who are responsible for handling complaint calls related to sensor malfunction as part of the CSR and Tech Support Department.

Getting Started: Identifying Sensor-Related Issues

Some common sensor-related issues that may cause the sensor to fail include:

  • Adhesive Problems: The adhesive might not stick well to the skin, especially if the area is oily, sweaty, or if the user is active and sweats a lot. This can cause the sensor to peel off prematurely.

  • Insertion Issues: If the sensor is not inserted properly, it may not function correctly. This can happen if the insertion process is rushed or if the user feels uncomfortable during insertion.

  • Sensor Damage: Physical damage to the sensor, such as bumping or knocking it against something, can cause it to malfunction.

  • Expired Sensors: Using sensors past their expiration date can lead to inaccurate readings or complete failure.

  • Skin Reactions: Some users may have allergic reactions to the adhesive, which can cause irritation and affect the sensor’s performance.

  • Environmental Factors: Extreme temperatures or humidity levels can also impact the sensor’s performance.

  • Manufacturing Defects: Occasionally, there may be defects in the sensor itself that cause it to fail.

If the patient encounters frequent issues with sensor failure, assist them with completing a sensor replacement form. Ask the patient to remove the sensor that is causing the issue and apply another one. If they have no more sensors remaining, contact the manufacturer on a three-way call with the patient on the line to request a replacement sensor to be expedited.

Note:
If the patient is using Freestyle Libre 14-day, Freestyle Libre 2, or Freestyle Libre 3 and receives an error message during the first 24 hours of wearing a sensor, it may be due to the body still adjusting. Advise the patient to continue using their blood glucose meter until 24 hours have passed. The patient does not need to remove the sensor.

Identifying the Cause of Inaccurate Glucose Readings

Here are some common reasons for inaccurate readings:

  • Placement: Ensure the sensor is placed correctly on the back of the patient’s upper arm as instructed. Incorrect placement can lead to inaccurate readings.

  • Calibration: Freestyle Libre doesn’t require calibration, but sometimes it can help to calibrate with a finger-stick test if you suspect inaccuracies. This feature can only be done using the Reader/Meter.

  • Sensor Issues: Check the sensor for any signs of damage or irregularities. If it’s damaged, it may not provide accurate readings.

  • Interference: Certain substances like Vitamin C or medications can interfere with the sensor’s readings. Have the patient check if they have been in contact with any interfering substances.

  • Signal Loss: Ensure the reader or phone is within range of the sensor to receive accurate readings. If these steps don’t resolve the issue, contact Abbott’s technical support for further assistance.

Example:
If a patient states the readings from their blood glucose meter and continuous glucose monitor are 30–50 points off, advise them that BGMs and CGMs measure glucose from different sources. Glucose enters the bloodstream before being absorbed by the interstitial fluid, creating a delay called “The Lag.”

To verify accuracy, test both devices exactly 10 minutes apart. If the sensor still shows a 40–50 point difference, assist the patient with completing a replacement form with the manufacturer.

Completing Sensor Replacement Form for Libre

https://contact-us.freestyle.abbott/sensor-support-form/en-US/guided-questions

When completing a sensor replacement for inaccurate glucose readings, navigate to the link above and select “My sensor fell off during wear or use.” This option can also be used if the patient’s sensor was removed for MRI, CATSCAN, or XRAY, or if the sensor did not last the complete 14 days.

Select the option that best fits the reason for the sensor-related issue (example: “I see an error message”).
This option is selected for the following tech support issues:

  • Check sensor

  • Incompatible sensor

  • Scan again in 10 minutes

  • Scan timeout

  • Sensor ended

  • Sensor ready in minutes

  • Glucose reading unavailable

  • Replace sensor

  • Scan error

  • Sensor already in use

  • Sensor error

  • Something else (only if you need Abbott assistance at 855-632-8658)

After selecting any of the other eleven options, verify with the patient which CGM and device method they are using.

Example: The patient is using the Freestyle Libre 3 reader.

  • Select Freestyle 3 Reader

  • Select Freestyle Libre 3 Sensor

  • Select Start Request

  • Check the box next to “I have read the above, and I agree.”

Providing Sensor Information

You will be required to enter:

  • Sensor serial number

  • Number of days the patient wore the sensor

  • On-screen message event code (found in settings or information under “Event History” or “Event Log”)

  • Whether the sensor is available to return (patients should save it for Abbott review)

Once you reach “Your Information,” verify that the patient’s email, shipping address, and contact number are correct.
After confirming demographics, the “Submit” button will turn blue. Submit the form to Abbott warranty services.

The completion message will read: Your request has been submitted.

What Happens Next

  • The patient will receive an email with a case number.

  • Abbott will review the request and send a status/shipping update.

  • Processing time is 3–5 business days, excluding holidays.

  • If more information is needed, Abbott will contact the patient directly.

  • Advise the patient to keep the faulty sensor in case Abbott requests it for evaluation.

Completing Sensor Replacement Form for Dexcom

This section is intended to guide Customer Service Agents in completing Dexcom’s replacement form.

Provide the following:

  • Patient name, contact, and account information

  • Sensor details (serial number, lot number)

  • Reason for replacement (inaccurate readings, skin reaction, etc.)

  • Follow the instructions carefully to ensure smooth processing.

Dexcom Issue Options

Select the option that best fits the reason for the issue, such as:

  • Skin reaction

  • Sensor fell off or peeling

  • Bleeding after insertion

  • Wearable stopped working

  • Inaccurate CGM values

  • “No Readings,” “Sensor Error,” or “Brief Sensor Issue”

  • Difficulty inserting sensor

  • Calibration

  • Other

If further assistance is needed, contact team lead Sade.

How to Locate Dexcom Sensor Information

Note: The serial number is required to validate product failure. Goodwill replacements are limited under Dexcom’s policy. This form is only for U.S. patients.

  • The serial number is on the green side of the box (starts with “21”).

  • The lot number starts with “182.”

If the patient discarded the box:

On Dexcom G7 App:

  1. Open the app.

  2. Go to the main menu or settings.

  3. Tap “Sensor Info.”

On Dexcom G7 Meter:

  1. Turn on the meter.

  2. Navigate to settings or information.

  3. Tap “Sensor Info” or “Sensor Details.”

If the patient doesn’t have this information, complete a three-way call with Dexcom Support at (888) 738-3646.
If Dexcom cannot provide a replacement, escalate the case to the Technical Support Supervisor at St. Joseph Medical.

Calibrating the Continuous Glucose Monitoring Device

Calibration adjusts and sets a device to ensure accuracy.
In CGM systems, it involves comparing CGM readings to a blood glucose meter and adjusting accordingly.
Freestyle Libre does not require manual calibration, but Dexcom G7 may.

How to Calibrate Dexcom G7:

  1. Enter BG meter value within five minutes of finger stick.

  2. On the app or receiver, go to: Menu → Events → Blood Glucose → Log Blood Glucose → Use as Calibration.

  3. Follow onscreen instructions.

Reminders:

  • Calibration can be done on the app or receiver.

  • The sensor shares calibration info between devices.

  • Dexcom works without manual calibration, but doing so may improve accuracy.

  • Readings may differ between CGMs and BGMs because they measure different fluids.

Escalating Calls to Supervisor

Escalate calls if:

  • The patient does not want a replacement but needs help understanding CGM difficulties.

  • The patient has ongoing issues with inaccurate readings.

  • The patient is upset about multiple sensor issues.

Advise the patient that the case will be escalated to upper management for further review and notify Sade for assistance.