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. Always confirm the history before documenting such codes.
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 they forgot to charge their pump so it shutdown. When they charged it, the screen looks different.
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.
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 in their pump.
What is Insulin Compatibility and Off Label Insulin Messaging.
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.
Correct case product for No Update Available or Tandem Source – Error 107 issue.
Depends on the platform being used. TDU or Tandem Source.
Mobi user reports not seeing drops at the end of the infusion set tubing.
What is follow Load Issue #299 and use the Mobi cartridge load instructions resource.
Reminder: check if the piston being stuck and not retracting.
Caller reports app not delivering bolus despite having compatible device and most recent app version.
What is Mobile App Crash script 318.
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 provides their full name at the start of the call, then reports their issue. You immediately start troubleshooting and resolving issue, only confirming DOB towards the end of the call.
What is verification failure.
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 pump "shut off" or stopped working, but did not need to be charged and no shutdown or low battery alerts are found in history.
What is Alert 5 & Alarm 7- Auto Off script 174.
Ensure that one or both of these appear in the pump history.