FAQs | Customer Service | FreeStyle Libre System (2023)

FAQs

How do I contact Librelink customer service? ›

You can also call support directly at 855-786-4263.

If the Sensor is becoming loose or if the Sensor tip is coming out of your skin, you may get no readings or unreliable readings, which may not match how you feel. Check to make sure your Sensor has not come loose. If it has come loose, remove it and apply a new one.

This may mean your Sensor is too hot or too cold. Move to a location where the temperature is appropriate and scan again in a few minutes. This may mean your Sensor was started by another Reader. A Sensor can only be scanned by the Reader that started it.

If you believe your glucose readings are not correct or are inconsistent with how you feel, perform a blood glucose test on your finger to confirm your glucose. If the problem continues, remove the current Sensor and apply a new one.

The patient should contact the Abbott Customer Careline on 0800 170 1177 on the day that a problem with the FreeStyle Libre® system is identified, such as the sensor falling off.

Freestyle Libre Inaccurate? Inaccuracies in freestyle Libre occur because of two main reasons. Either it does not measure the glucose in the blood, but rather the glucose in the interstitial fluid, or because of user error. There may be some other rare instances that can cause inaccuracies in your Freestyle Libre.

If glucose levels are rising or falling, then the two readings may be different. This is completely normal and to be expected, particularly after meals, after taking insulin or when you´ve been exercising.

If blood sugar is dropping fast - sensor readings will be higher than finger prick readings. If blood sugar is rising fast - sensor readings will be lower than finger prick readings. Across the day, this still provides a good picture of blood sugar trends, and the lag should not impact most routine treatment decisions.

As with the FreeStyle Libre mentioned above, once your Dexcom sensor falls off, that's it, you need to reapply another one and start over and this can be an expensive exercise.

Can you restart a freestyle Libre sensor? ›

The Freestyle Libre sensor can't be “restarted”, once the time period is up, then it's finished. Typically Dexcom and Medtronic sensors can be extended if they are still accurate and working. The flash monitoring system does not integrate with insulin pump devices like some CGM devices can.

Freestyle Libre Scanning Best Practices:

Scan at least once during the middle of the day. Scan as often as you'd like — there is no limit!

However, various factors such as application errors, extreme environmental conditions, extreme hematocrit values, or medication interferences may potentially falsify blood glucose readings. Incorrect blood glucose readings may lead to treatment errors, for example, incorrect insulin dosing.

Select an area of skin on the back of your upper arm that generally stays flat during normal daily activities (no bending or folding). Avoid areas with moles, scarring or tattoos. Choose a site that is at least 2.5 cm away from an insulin injection site.

Insertion of FSL sensors into the abdomen should be discouraged in patients with type 1 diabetes.

We will be discontinuing the original FreeStyle Libre sensors by the end of 2022. If you are using the FreeStyle Libre system and are already using the FreeStyle LibreLink app, speak to your doctor to get the prescription changed to FreeStyle Libre 2 system.

Freestyle Libre - Sensor failure rate of 40%

Calibration is a process that matches the glucose readings from the Sensor with a standard reference to ensure the devices are accurate. The FreeStyle Libre 2 system is clinically proven to be accurate and consistent over 14 days⁴, without the need for finger prick calibration.

When used correctly, blood glucose monitors — small devices that measure and display your blood sugar level — are usually accurate. But occasionally they may be incorrect.

Can FreeStyle Libre be recalibrated? ›

The FreeStyle Libre sensor is factory calibrated and manufactured with minimal sensor-to-sensor variation eliminating need for finger prick calibration^2,3. The FreeStyle Libre system is clinically proven to be accurate and consistent over 14 days, without the need for finger prick calibration².

The gold standard for accuracy is a blood draw measurement and both finger sticks and CGMs have error margins (MARD) to that standard. Finger sticks tend to be in the range of 5-10% MARD, while the Libre has a MARD of about 9.7% over 14 days, and the Dexcom G6 has a MARD of 9% over 10 days.

It is customary for patients to rotate the FreeStyle Libre sensor application sites between arms to minimize skin irritation.

The arm and chest sites were most preferred, with the greatest sensor failures from the back. Conclusions: The FSL-CGM is clinically accurate when the sensors are applied to alternate chest or back sites.

This is, in part, because samples will vary slightly due to the differing amounts of cells and interstitial fluid (the fluid between the cells) they contain. This means that if you do multiple tests back-to-back using the same finger, the results can be slightly different.

So whether you like the two-piece libre/center-sticker combination or the one-piece OverPatch, you can make use of ExpressionMed tape without worrying about your sensor readings.

Check the sensor adhesion daily and if it is lifting, apply a medical grade adhesive, bandage or tape according to the manufacturer's instructions. Make sure the opening / hole in the centre of the sensor is not covered. Abbott Diabetes Care is not affiliated with the manufacturers of the products listed.

OVER-BANDAGE A medical-grade adhesive; bandage or tape. If using, it must be applied at the time of sensor application. It is important that you only remove it when your sensor wear is over as the sensor may come loose when peeling it off.

If any of the sensors are defective or fall off, you will need to contact the manufacturer to obtain a replacement. Your specialist and GP cannot issue prescriptions to replace defective sensors or those that have fallen off.

Can the sensor be worn on other places than the arm? The only the position under the arm has been clinically evaluated and approved for use of the FreeStyle Libre 2 sensor. It is applied on to the back of the upper arm with a simple, disposable device called an applicator.

What happens if my Libre sensor bleeds? ›

Once in a while, people will see a small amount of blood coming from the sensor application area. If this happens and the sensor doesn't hurt, it's ok to leave it in. You should apply light pressure on the sensor with a tissue – the bleeding should stop within a few minutes.

Customer Service is available at 1-855-632-8658 7 Days a Week from 8AM to 8PM Eastern Standard Time. Do not reuse Sensors. The Sensor and Sensor Applicator are designed for single use. Reuse may result in no glucose readings and infection.

Seek medical attention when appropriate and contact Abbott Toll Free (855-632-8658) or visit * www.freestylelibre.us for detailed indications for use and safety information.

In order to receive a replacement Sensor which may be due to you, you should contact the Abbott Customer Careline, 0800 170 1177, on the day that the Sensor falls off, and you should keep the displaced sensor and follow the instructions of the Abbott Careline representative.

For a complete glycaemic picture (to ensure all the data is transferred from you sensor), scan at least once every 8 hours. Most people will want to scan more often anyway- at least 6 times a day is recommended.

So, since the Freestyle Libre measures glucose in the interstitial fluid, the results can never be 100% accurate. This is because the glucose in the interstitial fluid is delayed when compared to the blood. If you have blood sugar levels rising and falling at a fast speed, then the inaccuracies can be greater.