For this complaint code, please obtain the following:
- Data
Problem
Allegations viewing data or receiving notifications on the Clarity Mobile App
Questions to be asked
N/A
Questions to be documented
228.1 Is the app loading on your smart device?
228.2 What operating system and version number is the patient using?
228.3 Is the smart device compatible with the Clarity App?
228.4 What is the issue?
Viewing Data
228.5 Is the patient’s login working?
228.6 Is the CGM App signed in?
228.7 Has Receiver data been uploaded?
228.8 Is the patient trying to accept a Clinic Sharing Code on their phone?
Receiving notifications/emails
228.9 Is the patient using the email address on file with Dexcom?
Receiving notifications
228.10 Have you turned on/off notifications in device settings?
228.11 Was there insufficient usage?
Actions
1. Record answer.
2. Record answer.
3. Record answer.
4. Record answer.
5. Record answer.
6. Record answer. Make sure that the patient is logged in to the right username and server
a. US => clarity.dexcom.com
b. APAC => clarity.dexcom.jp
c. EU/Other => clarity.dexcom.eu
7. Record answer.
8. Record answer.
9. Record answer.
10. Record answer.
11. Record answer.
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