BG Values (Documentation and Scenarios)
A customer reports being 'High' when receiving an altitude alarm. After the call, you immediately end the wrap up and go on your break.
What is no documentation.
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 of the resolution.
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.
The customer reports their BG level was at 50 mg/dL due to the minimum fill issue. You document that their BG level is below 54 mg/dl and move on to asking how much insulin was filled in the cartridge.
What is customer reported low BG but CTS didn't troubleshoot/document additional low BG questions?
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 of incomplete troubleshooting.
The first step to take 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.
You document that the malfunction 1-0x200D is a resettable malfunction.
What is documenting malfunction is resettable when it is not.
Customer who is in a rush, requests assistance with updating their correction factor. You quickly assist the customer with the change, confirm the setting update matches desired change, and immediately end the call.
What is did not advise the customer to speak with their HCP when settings are changed.
Mobi user reports not seeing drops at the end of the infusion set tubing.
What is Load Issue #299 and use the Mobi cartridge load instructions resource.
Reminder: check if the piston being stuck and not retracting.
Customer is slurring their speech and seems to be confused when being asked questions.
What is use Emergency Response Resource script 280.
Alert a supervisor immediately if you need to use this resource.
Customer provides their first name and DOB only at the start of the call, then reports their issue. You immediately start troubleshooting, resolve their issue and end the call.
What is verification failure. (the customer's full name (last name) was not confirmed).
You replace pump, don't verify the pump SN and used the most recent SN on file after the call.
What is documenting SN when it was not verified.
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 reported received the prompt "your CGM sensor cannot connect" and displays a malfunction code EER7.
What is CGM Error 21 script 381?