Every then often, what starts out as a lancelike defeat in order medical supplies reveals a specific defect in the process, that nates rightful perchance run to a fix that helps the broader community.

That appears to be what happened with my recent guild for a new Dexcom G5 CGM (continuous glucose monitoring) organization, and I'm happy to have on the face of it exposed a metaphoric monkey-wrench in how third-party suppliers handle orders for this D-tech.

I hate to tell you, Common people, but atomic number 3 diabetes technology gets more polished and remote software updating becomes part of the equation, information technology's only getting harder to interact with your insurance company and tertiary-party health chec suppliers on what you motivation!

Here's how it went down for me…

My Third-Party Supplier Snafu

It began in early December, when it was time to come a virgin transmitter for my CGM system.

The one I'm using still has succus in it, simply I am diligent just about ordering roughly the time the warranty expires so that I've ever got another on hand when the current transmitter battery croaks.

I decided to switch from a Dexcom G4 to the G5 Seaborne System. I'd resisted doing this earlier, mostly because it was initially iPhone-only and I'm an Android guy, but also because I didn't lack the shorter transmitter battery life (three months with a hard shutoff, instead of anywhere from 6 months to a year operating room so). Since the G5's now Android-compatible and we're probably less than a yr out from the next-generation CGM sensor, I decided it was time to shift to the G5.

So I got my endo's prescription and Prior Authorization, and known as my assigned third-company electrical distributor in Lake Michigan to puzzle over the bollock resounding. Because I'd obtained a new Bluetooth-enabled Direct with Apportion pass receiver in June 2017, I am non eligible to get Dexcom's unused touchscreen receiver until next summer in one case my warranty expires.

Sol, I just ordered the G5 transmitters.

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But my third base-party company told me they could not fill my order, because atomic number 3 a DME supplier they must commit a receiver at the same time, per the FDA. When I explained that my current in-warranty Plowshare Receiver tin be used with G5 transmitters, they said that is not the case.

Ummm…. huh?! Yes, information technology is possible. That's how the freakin' G5 CGM system has been working since it was approved 2015 — you know, in the two years before this new touchscreen receiver was even launched!

Pictures verbalize a yar speech, and I bid this had been a video call operating theater I was standing following to her, so I could have exploited pictures to illustrate my manoeuver:

I want this G5 setup:

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Not this unitary:

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But, words were all we had and this supervisor welcome it continuous from the horse's mouth — Dexcom. And then she put me on hold spell she phoned the CGM company in California.

Afterwards the 15 transactions it took for that to occur, she came back and told me she'd asked: "Can a G4 Percentage receiver body of work with a G5 transmitter?" The Dexcom representative told her none, that a G4 receiver only deeds with G4, and G5 full treatmen with G5.

As she spoke, I found my head shaking vigorously… I could hear how they were talking around each unusual.

Hello, Medical Microcode Updates

While it wasn't technically inaccurate, the third-political party supplier executive program clearly didn't know the right question to ask and the Dexcom rep didn't think to mention the new firmware update capability.

I proven to explain that this was technically the same receiving system device, but it had a firmware update that could change it from G4 to G5; that I didn't need a whole distinguishable piece of computer hardware for this to work. The supply company lady didn't get IT.

And then formerly again, we initiated a three-manner call with thus far other Dexcom rep and she asked the same question: "Can a G4 receiver act upon with the G5 transmitter?"

His answer: No.

I interjected, politely merely steadfastly pointing to the firmware remote control update from the Direct Receiver that would allow me to change it from a G4 to G5 receiver, without a need for them to send me another one. And whala! He agreed and corroborated this, enlightening the third-party supplier supervisor happening the line.

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After disconnecting with Dexcom, the supervisor told me that was new entropy to her and it was something that fundamentally changes how they'll supply Dexcom G5 systems (and probably G6's, in the time to come) to people going forward. She also mentioned that there were promising other PWDs who'd tried to stimulate the G5, but may have been turned down along the same erroneous grounds.

Yikes! I hate to guess that's the case, that people were denied access just because of a misapprehension in how the technology functions and new updating process kit and boodle!

A Educational activity Moment

During this process that took basically an entire afternoon, I was a bit annoyed just tried not to be angry.

I could take in how this could happen…

I suppose it's a tangible challenge for third-party suppliers to know the ins-and-outs of every single device they deal out, and the nuances of quadruplex generations of that applied science. Plus, with the growth of CGM use in the past brace years and Dexcom's expansion and enlarged postulate via Medicare CGM'ers, it's not surprising that the good customer service folks at Dexcom may non actualize how confusing remote updates butt live to many third-party suppliers.

Cleary Dexcom has some 'splaining to do to give these vendors a clear understanding of the G4-to-G5 process (and sooner rather than later, the G6 upgrades that'll begin).

It was also interesting to me that a couple times, my third-party provider rep told me specifically that the Dexcom G5 was not as yet FDA-approved for Android; that Dexcom "allowed" it, but regulators hadn't yet given the green low-cal. That is clearly inaccurate, and I ready-made sure as shootin to correct them and point to the fact that IT's been OK'd by Food and Drug Administration since June 2017.

While I at the start thought about changing my head and sticking with older G4, I'm grateful I stood my dry land and fought for the G5, and thereby helped to inform the process. This was not a case of insurance trying to tell Pine Tree State something ISN't medically indispensable when information technology clearly is, but rather "growing pains" in how our healthcare system and all its players engage when dealing with new technology tools.

I also expect this exact same issue bequeath surface for many people once the Dexcom G6 is finally launched, and everyone's in need of a completely new sensors and transmitters and may be navigating eightfold generations of Dexcom products.

For the record book, I did pass the above-history along to Dexcom's leadership and was told they were sharing that up and down the strand to help inform their personal process and people, to be aware of these possible scenarios.

This is just unrivalled personalised example, of course, but I anticipate many others may embody dealing with kindred issues.

My newfound G5 transmitters arrived this bygone week, just in time to get a site subordinate our Christmas Tree!

While I haven't yet connected to my G5 (as my G4 vector is still going after eight months), I am happy to bon that these two new G5 transmitters are are ready to go, along with a stocking full of CGM sensors 🙂

Hera's to moving on to a new CGM contemporaries, and in front long probably doing the like change to a next-gen Dexcom G6 in one case it's sanctioned and available!