Early sensor orders and reporting faulty sensors : University College London Hospitals NHS Foundation Trust

Publish date: 17 July 2023

We have had many families contacting us recently requesting early delivery of sensors due to going on holiday, or asking when or how to report failed or faulty sensors. It is important to report any issues with sensors, so you do not find yourself short of supplies before the next delivery.

We have contacted the companies for clarity and information is listed below:

Dexcom

Early shipment

Dexcom will allow you to bring your order forward by 10 days without hospital approval.

Until the end of August, we have agreed that any shipment can be brought forward without hospital approval. Your next scheduled delivery will remain at the same date. You will not receive additional sensors.

Reporting failed/faulty sensors

This needs to be done via Technical Support either of two ways:

1. Complete the online support request at any time

2. Call 0800 031 5763 during the following times: Monday - Friday 07:00 - 18:00, Saturday & Sunday, 08:00 - 16:30

Freestyle Libre 1 & 2

Early shipment

Contact your community pharmacist in the first instance to see whether extra sensors can be dispensed on your repeat prescription.

If the pharmacy cannot authorise this, you will need to contact your GP to request another repeat prescription.

Reporting failed/faulty sensors

Visit www.freestylelibre.co.uk, click the “Support” option followed by “Contact Us”. The sensor support form, live chat and customer careline number are all available.