Documenting BG Values
A customer reports a BG level of 120 mg/dL when receiving help finding sensor start date. After the call, you add an interaction note and end the wrap up.
What is no documentation.
During a call, the customer mentions their pump isn’t resetting, but you replace the pump but don’t confirm whether backup therapy is available. You document that another pump for backup therapy was confirmed.
What is false documentation of back up therapy method.
You forget to check the history during the call. Intake states "Alert/alarm verified in pump history."
What is documenting alert/alarm codes verified in history when the history was not checked.
You document that the infusion set was replaced to resolve an occlusion, but the customer didn’t actually replace it.
What is false documentation.
The caller states they are attempting to load a new cartridge, but it will not fit into the pump. They have not pressed “change cartridge” on the pump or received an error message.
What is Cartridge Fit Issue script 374.
The caller reports their BG is higher than 500 mg/dL. Your intake says BG is between 54-500 mg/dL range.
What is false documentation of BG value.
The customer reports three infusion set issues and mentions that the most recent one was a kinked cannula. You document that the customer had three kinked cannulas.
What is stating all INF issues reported were the same without confirming.
Your resolution says "Caller replaced infusion set and resumed insulin delivery," but caller said they could do it after the call.
What is resolution does not reflect call.
Caller reports receiving the “pump connection lost” error on the t:connect mobile app. You instructed caller to uninstall and reinstall the app first.
What is incomplete troubleshooting.
Caller reports that the CGM graph is missing on their pump screen after their pump shutdown. They realized that they forgot to charge their pump battery.
What is CGM Graph Disappeared- Unlock Buttons Look Different, script 285.
A customer calls and reports their BG level at 300 mg/dL. You document that their BG level is between 54-500 mg/dL.
What is missing specific BG value.
Customer states they will have to call back to troubleshoot reported issue and ends call. You document troubleshooting was declined and close the case.
What is false documentation.
What is the first step when caller alleges an occlusion.
What is verify alarm code in pump history.
You document that the CGM session started successfully when it was never confirmed.
What is Documenting CGM session start without confirmation.
US caller reports using Admelog with their X2 pump.
What is Insulin Compatibility and Off Label Insulin Messaging script #224
You instruct a customer to change their insulin dosage after High BG troubleshooting.
What is providing medical advice.
Never give medical advice. Always advise patients to speak with their HCP before making changes to their settings and/or treatment plan.
Customer is in a rush so you skip ahead in troubleshooting. After the call, you fill in the blanks with what you think is most likely the answers to the questions.
What is documenting troubleshooting when not performed.
True or False. The customer calls back to do a pump reset for a CGM Error 42. There is already a case created for the issue. The remaining troubleshooting steps should be added as a note to the existing case.
What is True.
You educate the customer how to reset their pump for a CGM error 42 now and documented that you provided the reset information to the customer but never did.
What is no reset information provided; documented that it was provided.
Caller reports “Power surge on the USB port” error when pump was plugged in to computer while using Tandem Source.
What is Power Surge on USB Port Error script 405.
Customer is slurring their speech and seems to be confused when being asked questions.
What is Emergency Response Resource script 280.
Alert a supervisor immediately if you need to use this resource.
Customer only provides their first name at the start of the call, then reports their issue. You immediately start troubleshooting and resolving issue.
What is not verifying patient information prior to accessing the account.
You replace pump and used most recent SN on file after the call.
What is documenting SN verification when it was not done.
You instruct the customer to fill tubing. Customer later says the entire tubing fill was delivered to them.
What is not verifying the customer is disconnected before filling the tubing.
Customer reports that they received a prompt that informed them that all deliveries stopped, and that no user activity has been detected, and the pump will shut down soon.
What is Alert 5 & Alarm 7- Auto Off script 174