Diabetes UK Careline article

“not understanding your pump,

or having a problem with it that

you feel you can’t solve on your

own, can be worrying, but we

will put you at your ease.” --

Summer Boffey, Accu-Chek

Careline Manager

thing as a dumb question. the only dumb team are things like, ‘my meter is not

question is the one not asked.” turning on’, ‘my meter’s Bluetooth

as well as new pump users, there connection is not working’, or ‘my battery

tends to be a higher demand on the cover is stuck’.

service under certain circumstances. “We says summer, “We trouble shoot,

get higher call rates if there is anything like and often it’s a quick solutions, one that

a product recall or new products being we can handle quickly, but as part of

released into the market place,” says the conversations we’re often helping

summer. “sometimes if a new product to improve people’s knowledge of their

release is in the pipeline people phone equipment.”

up asking for more information if word the greatest challenge to people in the

gets out. also, in the summertime we Careline team is that as pump usage goes

get more calls about travel and issues up, they are receiving more calls. “We’re

concerning pumps in other countries, or delighted that we’re helping more and

going through security.” more people and the team is also growing

to accommodate the new demands. It’s

Getting personal an exciting time in the development of

It comes as no surprise that many people diabetes care, and the more calls we

call when they have a new handset and get, the better we get at handling them

need to put their personal settings into it. as our experience grows. there’s a lot to

says summer, “that can feel like it’s a little the pump, so there’s a lot to learn. We’re

bit complicated. Customers sometimes happy to help, it’s what we do!”

have a new handset if the other one

has been lost, broken or the Bluetooth Call me

connection is not working. We can talk Karen Wrack is the Careline Manager

them through the steps if they call us. ” for Diabetes uK, which runs the uK’s

Common questions for the technical largest diabetes-related support lines and continued over


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