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Lumenis investigated the reported event by contacting the user facility directly.Attempts by emails and phone calls have been made to obtain, patient treatment settings, patient information, patient photo.Reported that after treatment, their patient has severe burns.The customer asked for clinical support to help advise them and the patient for wound care.Later, clinical expert contacted customer and provided care and usage suggestions via email (see attached).The device ga-5000000: (b)(6) was installed in the facility on 6/24/2022 and the most recent pm was done on 4/25/2024.Since this customer is billable, they were advised for service but didn't accept to pay for it.Nevertheless, there is no allegation of malfunction.Since lumenis has yet to receive from the customer the completed incident form which would allow for a full clinical evaluation of the event within period, which is determined for reportability, lumenis is reporting this event to the fda in an 'abundance of caution'.Should additional significant information become available, the complaint record will be updated accordingly and a follow-up medwatch report will be submitted.
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