Training and Support
How complex is the training for the Basal-IQ technology update?
The required training for the Basal-IQ technology update is simple and takes just 30-45 minutes and is available online through the t:connect® online portal. Patients will receive a unique Update ID Code once training is complete, which will allow them to update their pump software using a personal computer. Healthcare providers will work in conjunction with a Tandem representative to coordinate training for patients who receive prescriptions for a new t:slim X2™ insulin pumps preloaded with Basal-IQ technology.
Does the Basal-IQ feature require a prescription for my patients who already have a t:slim X2 insulin pump?
Yes. Because Basal-IQ technology automates an aspect of insulin therapy and uses a new continuous glucose monitoring (CGM) system, this update will require a prescription and online training. Any t:slim X2 pump users updating to the Basal-IQ feature are required to complete training before receiving their unique Update ID Code needed to update the pump software. The Basal-IQ technology update is only available to in-warranty t:slim X2 pump users.
Where does my patient get supplies for the system?
We work with each new customer to determine the best approach to get in-network coverage, whether that be directly through Tandem or one of our authorized distributors. Patients then order their supplies from Tandem or through their distributor. For existing Tandem pump users, there should be no change in the ordering process. The Dexcom G6 CGM is sold separately. Patients starting on CGM for the first time should contact Dexcom directly to place an order. Existing Dexcom customers will continue to order CGM supplies as they do currently.
Where can I go to learn how to use the pump menus and screens?
The t:simulator™ app is a free, interactive virtual demo of the t:slim X2 pump, available for download here. In addition to a pump simulation, you can also learn about technical specifications, the t:connect diabetes management application, and access a glossary of common terms. You can also view our Quick Reference sheets here.
Where can I go to figure out how to change pump settings?
In addition to downloading the t:simulator app, you can visit our patient Resources page, review Quick Reference Sheets, and review additional training videos and documents. For further support, contact our Customer Support Team at (877) 801-6901 or speak with your local rep.
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