Knowledge Check

You are visiting a doctor and he mentions to you that he was using a competitor’s product on a child yesterday. This is Product A and is labeled for pediatric use. It broke in his hand as he was about to use it on a patient. The good news is he happened to have one of your products. This is Product B, which is not labeled for pedantic use. He was able to complete the surgery using it perfectly.

A call came in through the call center. A customer says, “My daughter uses your glucose sensor that attaches to the skin. She keeps accidentally picking it off and it does not register the right glucose level. My wife and I keep putting a new sensor pad on each time she takes it off. I am not sure if the company is just trying to cost us extra money or if your product is defective, but I am worried this will accidentally cause my daughter to die because the readings will be wrong. Is there a way I can get a discount on the sensors?”

A doctor left a voice message at your company. The doctor says, “your implant device is failing to connect and now the patient cannot move. I called the sales rep but could not leave a message because her voicemail was full. I called your technical service number, but no one is answering, so I am leaving a message with you now. This is a brand-new product and should not be failing like this.

A patient sent you an email. The patient says, “I got your product and it caused me pain, so I had it removed. I now have an allergy to nickel. This is your fault.”