Do you have a query with your MediSense meter? Would you like to know more about how your meter can help you keep a check on your diabetes?
The MediSense Customer Service team is experts on every aspect of MediSense products, receiving an average of 500 calls per week – not a bad tally considering the phenomenal number of MediSense meters in use!
These are 10 of the most Frequently Asked Questions that the team receives.
Q1. What do I do when I get the messages Lo bAt, Low Battery, E3 or a blank screen?
If you get any of these messages, the power in the battery in your MediSense meter is too low to function properly. With Precision® Q.I.D., MediSense® Pen or MediSense® Card, the batteries are sealed within the unit, so you must phone the MediSense Customer Services Helpline for a FREE replacement meter. If using a MediSense Optium, replace the two AAA batteries. Also see our email question for further information.
If you get a completely blank screen on any of the MediSense meters, it could mean either the batteries in the meter have run out, or, if the temperature has been very low, it could have turned itself off. Therefore, before ringing customer services it is a good idea warm up the meter in your hands. If it is a MediSense Optium and this still doesn’t switch the meter on, check that the batteries are inserted correctly. If the meter still doesn’t switch itself on, ring the Customer Services Helpline.
Q2. What does the message E2 mean?
This message can appear when you have a Precision Q.I.D., MediSense Pen or MediSense Card. It means either:
During a test or calibration: your meter has detected a momentary interference. You should repeat the test or calibration, using a fresh test strip.
If the message appears immediately after 88.8, it means there is an electronic failure. You should contact the Customer Services Helpline.
Q3. What do I do if I get the message ‘Check Ketones’ or ‘CK-KE’?
This message may appear if your blood glucose is higher than 16.7mmol/l. If you have a MediSense Optium use the test strip with the lilac target area to
check your blood ketones. For details on how to obtain test strips for blood ketone testing, see
Q4. What test strips should I use?
If you have the MediSense Pen, Card or Precision Q.I.D., you will need to check your ketone levels via urine ketone sticks. See your Diabetes Nurse Specialist for further information.
Q5. What does the message ERR mean?
This message is most commonly a correctable problem with your Precision Q.I.D., MediSense Pen or MediSense Card. For example, you may have inserted the test strip incorrectly or it was damaged. Review the test instructions again and repeat the test, using a new test strip if necessary. If ERR occurs in the last few seconds of your countdown, your result may be extremely high and beyond your meter’s ability to measure. In this case, you should seek the advice of your health care team as soon as possible.
Q6. What test strips or lancets should I use?
Each MediSense meter uses its own specific test strips, most of which are available on prescription. The MediSense autolancet can use a wide range of lancets, also available on prescription. The Prescription details section of this site contains all the information you need.
(Please note, MediSense Optium ß-Ketone Electrodes are not currently available on prescription.)
Q7. I’ve forgotten how to use my MediSense meter…
Testing with all the MediSense meters is simple and straightforward. Click on the links below to see our animated guides on how to test:
MediSense Precision Q.I.D.MediSense Optium.
(With MediSense Pen and MediSense Card you can test in exactly the same way as Precision Q.I.D.)
Q8. I’ve forgotten how to calibrate my meter…
Calibration of MediSense meters is straightforward and all follow the following simple steps:
Identify the contact bar end of the calibrator strip, which should be found in each pack of foil-wrapped test strips.
Insert the calibrator strip into the port, ensuring that the 3 contact bars face upwards.
The meter will automatically turn on and ‘88.8’ will appear in the window followed by:
MediSense Card, MediSense Pen and Precision Q.I.D.
‘CAL’ and a three-digit calibration code
Optium, blood glucose testing
Lot= and a five-digit calibration code
Optium, blood ketone testing
Ketone, Code= and a three-digit calibration code
In all cases, make sure the calibration code matches that of the calibrator listed in the product insert or the foil packs (of each ketone test strip).
Calibration is now complete. Press the button once to turn the meter off, remove the calibrator and keep it with the pack of test strips until all have been used.
Q9. Where can I get further information about diabetes or on my meter?
MediSense Customer Services has a wide range of literature available, including information on diabetes, monitoring diaries and step-by-step guides. Contact the helpline for further information.
Q10. The readings I get at home are different from the readings I get in the clinic.
Although all MediSense meters are designed to be extremely accurate, unless tests are always done under laboratory conditions, you will never get exactly the same result twice. For example, if you test once, decide you want to test again and wash your hands, contamination of the blood sample can occur by having slightly soapy fingers, which can make a difference to the following result. How different each test result is depends on the consistency of your testing technique. If you have any questions regarding differences in your readings, please contact the Helpline number.
Q11. I have a broken autolancet. Can I get a new one free of charge from MediSense?
If you have a Medisense autolancet and it is under one year old, we will be happy to replace it with a new one. Unfortunately, the guarantee only lasts one year, so if your autolancet is over one year old, you will need to purchase a replacement. You can do this from either your pharmacist, from the MediSense.
The customer services team can also answer your many questions via email. This is an example of one such question from a MediSense customer.
I have been using a Precision Q.I.D. for the last few years and find it the most compact and efficient device around. One problem – how do I go about getting a replacement when batteries run out? I am also worried about being without a meter whilst this exchange is happening.
The Precision Q.I.D. comes with a lifetime guarantee and the batteries enclosed are able to last for up to 4000 tests. As the meter is a sealed unit, you will be unable to replace the batteries.
Therefore, when a “Lo Bat” message appears on the screen, you are still able to use the meter successfully for up to 2 weeks. After which an “E3” message appears on the meter’s display. In either case, MediSense will replace your meter with a new one free of charge. When you call MediSense Customer Services Helpline, we will request your details and the serial number of your current meter. A replacement meter will then be sent out to your by first class post.