Many users are outraged over what they say is inadequate communication by the company, which is using Facebook as a primary way to update patients. The company’s Twitter account is not active.
Carrie Diulus, an orthopaedic spine surgeon and Type 1 diabetic who uses a Dexcom device, told MedTech Dive in an interview Dexcom’s communication to parents and patients has been unacceptable particularly given the potential for fatal events. There was no alert the server was down so parents had no way to know they were not able to follow their diabetic children’s glucose levels, she said.
“It’s rocked the diabetes online world,” Diulus said. “We’ve all gotten so used to this technology. The risk is if a parent doesn’t know their child is going low overnight, there is potential for a fatal hypoglycemic event. If a child’s blood sugar goes high overnight, diabetic ketoacidosis can occur, which can also be fatal.”
Dexcom acknowledged its communication with patients needs improvement, saying it is “committed to creating a more optimal customer communication experience moving forward,” in a statement to MedTech Dive. The company said users have reported login issues and an inability to use its “follow feature,” resulting in followers being unable to receive continuous glucose monitor data or alerts.
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