Managing diabetes relies on the seamless sharing of device data from CGMs and insulin pumps between patients and their providers. This is especially true when it comes to remote monitoring and data reviews in between office visits. However, it's not uncommon for patients and clinics alike to struggle with data-sharing issues, disrupting care and making it difficult to provide effective appointments and timely interventions.
In this blog post, I’ll explore the most common reasons why your patient’s diabetes device data may not be syncing with your clinic, and practical solutions to resolve these issues in person or over the phone. From prescription delays to technical and physical device challenges, this post is filled with tips to keep the data flowing and patient care on track.
Common Diabetes Device Data-Sharing and Syncing Issues & Solutions
Prescription Issues
Problem A patient is waiting on a prescription refill approval
Solution Send a refill request to the patient’s pharmacy or respond to a request from the pharmacy Problem A patient is waiting for prior authorization for their device Solution Follow up on the prior authorization status for their device
Technical Issues
Problem A patient has recently purchased a new phone, and may need to re-download the necessary CGM or insulin pump app(s) or re-enter their login credentials Solution Instruct the patient to re-download the proper apps, or log back into their apps
Problem A patient has purchased a new phone, and it is no longer compatible with their CGM or insulin pump app(s) Solution Check device compatibility on the device manufacturer website to confirm. If it’s confirmed their phone is not compatible, see if the patient can download their receiver/reader or insulin pump at home via their laptop or computer. If they are unable to do so, you can offer the patient to come into the practice monthly for a device download
Helpful Links for Phone Compatibility Checks:
Problem A patient has closed out of their CGM or insulin pump app(s) Solution Instruct patient to reopen the app and log back in with their credentials. Explain to the patient that if they close out of the app(s), they will disrupt the data-sharing process
Problem A patient has restarted their phone by choice or due to a phone upgrade Solution Instruct the patient to reopen the app and log back in with their credentials. Explain to the patient that if they restart their phone or go through an upgrade, they will disrupt the data-sharing process and should check to ensure they are still logged into their app(s)
Problem A patient has replaced their pump, and it is no longer synced to their CGM or insulin pump app(s) Solution Instruct the patient to unpair the old pump and re-pair their new pump with their app(s)
Problem A patient hasn’t downloaded the proper CGM or insulin pump app(s) to sync their diabetes device with their pump or your clinic Solution Review the proper apps with the patient
Problem A patient has downloaded the proper CGM or insulin pump app(s), but hasn’t connected them with your clinic Solution Find step-by-step instructions online for each device for how to connect patients to your clinic
Physical Issues
Problem A patient's sensor has fallen off their body Solution Instruct the patient to request a new sensor from their manufacturer. (If a patient’s sensor falls off prior to the 10- or 14-day wear, they can request a new sensor from the manufacturer at no charge, with no effect to their insurance). Recommend products to the patient to secure the sensor better in the future, such as Skin-Tac or Simpatch Problem A patient is taking a break from wearing their sensor due to skin irritation Solution Instruct the patient to use a new sensor or send a prescription for a new sensor. Recommend products to the patient to relieve skin irritation, such as an UnderPatch or Tegaderm
At SweetSpot, we recognize the importance of reliable data syncing for effective diabetes management, both in-office and remotely. Our expert team will help set up your practice for seamless device monitoring, ensuring patients' devices are properly connected and their data flows without interruption. With the help of our dedicated Patient Engagement Team, we work directly with your patients to resolve any issues and ensure their data is consistently synced with your clinic, enabling you to focus on providing the best possible care.
Want to learn more about SweetSpot and how we are revolutionizing diabetes management? Shoot us a message at info@sweetspot.health.
SweetSpot is a remote diabetes management platform that supports all major diabetes devices and insulin delivery systems to provide physicians with a single view of their patients’ data. SweetSpot's intelligent algorithm identifies the most optimal CPT codes for both remote and in-person diabetes management, and a dedicated team of Certified Diabetes Care & Education Specialists provide ongoing support.
As a company founded and powered by physicians and diabetes care providers, we place a strong emphasis on ensuring that there are no obstacles to getting started with SweetSpot. That’s why SweetSpot is easy to set up and designed to seamlessly integrate into your existing workflows and comes with no setup costs or subscription fees.
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