A review of the device's manufacturing records revealed that the sensor lot met all requirements including sterilization requirements for release.A subcutaneous pocket of 3mm - 5mm deep will be created under the skin and the sensor will be inserted in this pocket.If the insertion pocket is too deep and if the sensor is inserted, this would result in inconsistent or weaker connection with the transmitter, affecting the normal functioning.In this incident, the sensor was inserted on 01 november 2013 and since then the sensor connection with the transmitter was very weak resulting in frequent sensor disconnections ('no sensor detected' alerts).This was confirmed via a review of data management system (dms) which is an eversense cloud platform.Initially the customer was advised to wait until the tegaderm film or the bandage (after the insertion procedure) is completely removed as they can weaken the signal strength.However, even after the removal of the bandage, the issue persisted and the customer could not get a good signal.The issue was escalated and a review of transmitter diagnostic log revealed a weaker signal strength between the sensor and the transmitter.It was determined that the sensor was inserted deeper than usual.The customer was recommended to consult with hcp regarding the removal of sensor.The customer visited hcp who did an ultrasound and confirmed that the sensor was indeed inserted deeper than usual.The most likely root cause of the issue is the procedural error from the inserting doctor.This incident does not require any further investigation.
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