Friday, 14 January 2011
Upsetting the Apple Cart
In this blog, I detailed why my experiences so far with Medtronic had left me very secure in the knowledge that first impressions mean a lot. My first impression of Medtronic was great. My second experience was fantastic. My subsequent experiences, unmatchable. I decided that as I had never experienced an Omnipod, or had any idea of their customer service, I would stay with Medtronic because wires or no wires - I trust them.
Things have become a little confusing.
Around 3 weeks ago, just before Christmas, one of the bods from Omnipod US contacted me to say that he had just received my email (the one I sent them saying how disappointed I was that I had been unable to even obtain a demo kit, let alone have a conversation about the option of switching systems) and that he was extremely disappointed in the service I had received.
I should think so, to be honest.
In the email, he detailed some issues (all plausible) they had been facing with the demo pods and said that he was keen to send me one. His email was friendly but professional and the length of the response and managerial status of the person sending, showed me that my email had not been taken lightly.
Thank you, it was good to get a response, even if a 'little' late.
I explained that as grateful as I was, my time was up on choosing my pump and after having such a shakey start, I felt safer staying with my current company. I may be biased but in truth, Medtronic can do little wrong in my eyes, after helping me squeeze and wriggle my way out of several close scrapes (including sending me equipment at last minute, calling me back in a moment of hyperglycaemic 'fuzz' and walking me through the problems with kinked cannulas). But nevertheless, the previously silent company have now maintained a respectable level of communication, and have never been more than a day away in terms of replies to emails, and on one occasion chased me up on something. Good enough for me, Omnipod.
We continued to exchange emails as the team there seem to be very keen to send me the kit, probably because they know that once I have seen it I will be 'sold'. THIS was the kind of response I was expecting back in August when I sent of my first request.
Anyway, to cut a long story short[ish], after a number of emails and after me trying to explain that it may well be too late, I arrived home tonight to find a package waiting for me. Is it an Olive branch or a sales ploy? Not sure, but either way I knew what it was.
Everyone loves a package at the doorstep, right?
I tried my hardest not to get too excited, knowing that no matter how pretty or tubeless it is, I still stand by my words that I am a little nervous about what level of service I would receive if I had a problem.
Well folks, I am in big trouble. I was expecting something similar to my Medtronic pump, which I always thought was small, but it does have to house an AAA battery, a computer, 3ml of insulin and a host of other parts which make it work so seamlessly -most of the time - so it can only be 'so' small. I have always had a mix of responses to my pump. Some people seem surprised that it is so small, some people shocked at the size.
This, had me shocked. I will take a photo to include in my next post, because I will damn sure be giving this a spin, but to give you an idea, the 'pod' is about three quarters the width of my pump, about three quarters the length of my pump and a little thinner too. Next to an iPhone, it is exactly the same length as the smaller side of of an iPhone, and about a third of the length.
In other words - it is small!
It is currently sat next to me, still encased in it's packaging, because as keen as I am to try it out for size, I am very nervous about liking it too much. I wasn't lying or trying to 'fob off' Omnipod when I told them it was too late, there is a good chance my pump has been purchased, meaning I am too late for the boat this time. I also wasn't lying when I expressed how unsure I was about the whole level of customer service issue. I was, and still am concerned, that I could leave a very wonderful company for one I have yet to be convinced by.
But I am also sat here with the future of insulin pumping beside me. It has no tubing, is small and discrete and no one would have a clue what it was. I wouldn't have to tug on the tubing during the night or worry about bubbles getting in, because according the Omnipod website, the pump primes itself.
It could also be just out of my reach, for at least the next three years.
I am completely torn about what my next step is. I will try it out, because as small as it looks, it IS fixed to the skin, meaning where ever it is, it stays. My current infusion site is fixed, but it is also almost flat against the skin and I know all too well what a hassle it is when I lean against something.
I guess the next 3 days will be a real turning point for me. it will either determine whether or not this pump is the future for me or whether my head - which is with Medtronic - may want to take that risk and go with the Pod system.
Perhaps the customer service was down to that one rep, who to this day appears to be uncontactable by any normal means. Perhaps on the other hand, it is a good insight into what kind of service I cold receive if things went wrong.
Right now my heart says Omnipod, and my head says Medtronic.
That is a hell of a choice to be faced with. And one I thought was done and dusted.
Monday, 20 December 2010
Dear Santa...
I know that at this time of year it becomes pretty commonplace for everyone to start reeling off their Christmas wishes as if you have all the time in the world. I know you have a sled to oil, a workforce to motivate and presents to wrap. I know you have reindeer to exercise and maps to plot. I bet there are a few more people in the world than last year, so I expect you are mighty busy.
I know that people often contact you about things which are a little out of your remit, like Jamie, who I know has already sent his letter to you asking for a Porsche. Any colour but yellow, as I am frequently reminded. One of these days you could slip a Matchbox version into his stocking, just to keep him quiet.
I know that children are the most important people at Christmas, and that you have to get busy acquiring all those snazzy new electronic toys. I remember the Buzz Lightyear saga, back in the 90s, when parents trampled one another to get the figurines in Toys’r’Us because apparently you had run out. I was too old to care for it really, already in my teens and more concerned with make up, shoes and the Backstreet Boys (yes, I know, but I was 13!), but I still remember the news, and remember thinking how crazy it was that anyone could want something that much. I’m not sure what it is this year, but I bet it is a damn sight more technical than Buzz was!
The thing is, what I want won’t take much to wrap. It doesn’t need bows or pretty paper. I don’t want anything more than the next person, in fact, it is a lot less than a Porsche! Mine won’t breed jealousy, envy or greed. Mine is simple, but it would make my year.
Dear Santa,
I, would like a day off.
Today I woke up high again. I left my breakfast because I wanted to see my sugars come down.
I waited a long time.
Today I did 9 blood tests, most of which were out of range.
Today, I had my third eye appointment of the year, where the drops they put in my eyes make them sting, lose my sight and dappled red.
Today I had every sugar from 6-15.
Today, I felt tired because there is no such thing as a day off.
All I want Santa, is to be able to wake up, brush my matt of a hair into some sort of style, eat my breakfast and get on with my day.
All I want Santa, is to be able to eat a meal - any meal – without first testing my sugars, doing around 3 calculations and taking yet more insulin. Without having to test them again two hours later, no doubt disappointed with what I see.
I would love not to have to worry today. Not to worry about the blood sugars. Not to worry about what cost that mince pie will have, both today and in ten years.
Not to worry full stop.
If I could have one wish from Santa, it would be this. One day off.
Are you listening, and did you get my letter?
Friday, 10 December 2010
Trial by HbA1c
Saturday, 4 December 2010
Omnipod Vs Medtronic
In November, I received my letter from my specialist to advise me that I have been successful in passing my insulin pump trial and will be continuing with this method of treatment.
I'm not sure there is a word in the English language to describe the feeling - but elated, ecstatic, thrilled and thankful are some of the words that come close. All the hard work has paid off and Maggie (my pump) and I will continue to be partners in crime for the indefinite future, something I [and all my nerve endings] are very pleased about.
Appart from the obvious benefits of completing the pump trial (improved BGs, flexibility, reduced complications, reduction in needle jabs et. cetera et. cetera) the other benefit of getting to this point and finally passing the trial is that I now have a little choice about the kind of pump I can have. I have already blogged enthusiastically about the first day of the trial, when I had attended the hospital to plug into 'The Matrix' for the first time, and saw the Medtronic Paradigm VEO sitting in front of me. I had been aware that my hospital in the past had always used the Accu Chek Spirit, which looks a little like this:
Now generally, most insulin pumps look roughly the same, but I really wasn't taken with this one. I had seen it and held it once in person and for some reason felt it was somewhat 'clunky'. Perhaps this was because I was still unsure about pumps in general and this was the first I had seen up close. But also because I had also done a lot of research into different pumps and had always come back to one; The Medtronic Paradigm VEO. I had looked over it again and again, and was completely sold on the fact that one day, when CGM was more affordable, I would have a pump which was ready and waiting to allow me to join the party. Unfortunately I didn't have the most smooth of rides when I did try the CGM, but it remains an extremely useful tool in managing diabetes, and I stand by my claim that it is something every diabetic should have the option of using - let's hope the NHS catch up! Thankfully, I have found the pump itself thoroughly wonderful, apart from the odd kinked cannula frustration, which frankly seem to be part and parcel of using any Teflon cannula as opposed to steel ones. But the pump itself has been like a best friend to me.
But perhaps the most important thing about my pump, is the people and service behind it. The aftercare, if you will. From the moment I joined the Medtronic clan, I have known nothing but complete support and care from the company and the people behind it. I have had a number of mishaps with the pump, including one which led me to phone Medtronic in America on a Sunday afternoon, while shaken and a little concerned. The customer service I received that day was second to none, so much so that I took the time to send an email to Medtronic telling them just how impressed and grateful I was for their compassion and outstanding service. Not only did I accidentally hang up on the customer service chappy on that Sunday afternoon, thanks to the mild panic going on in my head, but after getting straight back through to another person, it turned out that the original customer service agent had been trying to call me back (from America no less) for the 20 minutes I was on the phone to his replacement.
Medtronic have also sent me skins and a remote control at my request (despite the fact that the only equipment I actually need, is already right here on my hip - these are just for play), and have also sent me a reservoir after I lost my head and forgot to get some spares from my DSN.
I could not sing their praises more highly, and suspect I always will.
But despite the fact that I have felt very safe in the hands of the folk at Medtronic, a new pump recently arrived on our shores, and as I have now passed my trial and have the option to consider another pump before making a choice which will remain with me for the next three years, I wanted to check this pump out.
It is the worlds first tubing free insulin pump and goes by the name of the Omnipod.

Rather than having a 43 inch tube which leads from the pump to the cannula, everything you need to deliver the insulin is contained within that little white 'pod' (on the right hand side). The PDM (Personal Diabetes Manager, on the left) is used to wirelessly send commands to the pod, which then delivers the insulin as and when you ask it to.
This is the diabetic equivalent of Topshop giving away all their most expensive and stylish lines, with a cherry on top. It couldn't be more exciting.
So in August, when I knew my pump trial result was looking good and that the option of a new pump may be on the horizon, I contacted my DSN and asked about perhaps trialling the Omnipod now that the option was there. After hearing that she would consider it providing the cost was not drastically different, I contacted Omnipod. Almost immediately I heard back from their customer service team, to advise that my details had been passed to their rep, and that they would contact me soon. A good sign.
Sure enough, about 2 or 3 days later, I heard back from their rep, who advised that I could have a trial which would be done with my DSN involved.
All was looking good. However, since this time, I have sent off about 4 or 5 unanswered emails, and have been left very concerned about the level of customer service I have received. To this day I have never once been let down by Medtronic, in fact quite the opposite, they have time and time again surpassed my expectations, and have proven themselves invaluable in making the transition onto an insulin pump, which in all honesty wasn't the easiest thing I have ever done and took a lot of adjusting.
The problem is, due to the fact that it is now December, and my rep appears to be very unconcerned that a potential customer (sale) is ready and waiting to join their club, I have been left very concerned about what aftercare Omnipod can offer. What if the pump stops working? What if their cannulas kink? What if it is 3am, I have ketones and am panicking again? Where will my lifeline be then?
I now have to reach the decision of which pump I want by the 25th January 2011, which will be one whole year since I joined the 'pumping crew'.
As a result, I have had to reach the decision that I do not have enough confidence in Omnipod to make that switch. Tubes or no tubes, what underpins any insulin pump lifestyle, is the option of having help at the end of a phone should anything go wrong. And when it comes to it, the insulin pump is nothing more than a computer. It can succeed just as often as a computer and sadly can also fail, just as any computer.
The fact that Medtronic are helpful, contactable 24 hours a day, knowledgeable and apparently prepared to go to many lengths for the benefit of the customer is infinitely more important than how the pump looks, whether or not it has tubing and whether or not it is fashionable.
I would LOVE to have a pump with no tubing, but not at the cost of everything else which makes the pump a success.
I truly hope that people in other parts of the country have had more success with them, and that perhaps my experience was more to do with my local rep, than with the general customer service. For children and unsure adults, the thought of no tubing and what appears to be a small, streamlined and 'sexy' pump may be just what they need to make that swap - something which will save their life, literally. Unfortunately, I remain unconvinced. I wrote to Omnipod advising them that I was sad about the fact I had to reach the decision not to change to their system due to my concerns about their service. Well guess what, I still haven't had a reply - even to that.
I had a good feeling about Medtronic when I first looked into the pump, and on the day I found out I was getting one ... And when I received my pump skins through the post ... And when I got my remote control ... And on the day all my cannulas were kinking ... And when I sent my email to thank them for their service.
For now at least, my faith (and funding!) remains with Medtronic. I don't have anything against Omnipod per se, and perhaps when my warranty on Maggie is up (generally pump users change to a new pump whenever the warranty has expired, to ensure if anything goes wrong they will still have excellent after care), I will try contacting them again, just to see what/if anything has changed. But for now, I remain confident in the knowledge that I am in good hands with Medtronic and that swapping to a 'sexier' pump, could have been the beginning of a very long four years.
Maggie the Medtronic, it's you and me from here on baby.
Tuesday, 30 November 2010
Food for thought
Tuesday, 9 November 2010
Six things
I have had a great time reading about all the things other people want the world to know, and many of them I wish I had thought of myself. So I will henceforth list my 6 things, and will attempt not to plagiarise any of the brilliant answers I have read so far.
1) You aren't made to wear an insulin pump, you choose it. OK, I'm in a restaurant with a friend I haven't seen in a while. The time comes to order my nosh and I begin my calculations of what I might need to dose. Anyone who has ever seen an episode of 'Scrubs' should recognise the facial expression, as mine is usually not dissimilar to the expression on 'JDs' face when he drifts off into his dream world. Only in my head, there are no crazy and entertaining fantasies. Instead I am doing something like this: 65 grams of cabs x 1.3 units of insulin (my evening bolus dose) + 1.2 units to correct for high sugars, delivered over 30 minutes equals...... Out comes the pump, and then the questions start. I usually quite enjoy this bit, because I get to talk about this unwelcome stowaway who dictates so much of my life. But if I could tell you the number of times I have had the question "It's got that bad has it." First of all, 'it' doesn't get worse. The complications might but diabetes itself is incapable of morphing into some three headed, blood sucking, red-eyed beast which now forces me to be 'put' on a pump. 'It' carries on for the most part as it always has done. Sometimes it is predictable and almost seems to like you. Sometimes it is in a mood which could only match that of Mariah Carey when she found out they painted her dressing room the wrong shade of white. Second of all, do I really look that bad?? Can you tell the diabetes has got 'worse' just by looking at me. Just for the record, I chose this lifestyle. Because it made my life easier, because it made more sense than blindness, kidney disease and constantly numb/tingling/painful limbs. I chose this because I wanted it.
2) Yes, I am allowed that. OK, to be fair and give credit where credit is due, this one is not technically the fault of the public. If you were to believe the poorly thought out media campaigns advocating a healthy, seed and grass eating lifestyle, for fear of developing the dreaded 'diabetes' (Type 2, TYPE 2, PLEASE, JUST ONCE SPECIFY TYPE 2!), we would all believe that people with diabetes shouldn't go outside, shouldn't eat anything except vegetables and ornamental garden grass with a tasty side order of Quinoa and shouldn't even look at that piece of cake. Granted, there are good choices and not so good choices. But the fact is I carbohydrate count to within an inch of my own life on a daily basis and have done for 12 years. And for that matter - am very good at it. I am good at guessing and I am good at calculating. For that reason, no food is outside the realms of possibility. If I know how and what to inject for it, the sky is the limit. So yes, I can have that!
3) Diabetic equipment gets EVERYWHERE. When my friend moved house about 5 years ago, she actually took the time to contact me to tell me that she had found 37 sterile needle lids on her floor underneath her bed. This is because I spent a substantial amount of time with her, on many a night out, weekend in and girly get together at her abode as a teenager. I had my own toothbrush and toiletry set at her house, because eventually it just didn't make sense to bring my 'stuff' every weekend. But with that also came the fact that for every day I spent there, there were about 6 blood testing strips, 4 needle covers (small flexible plastic lids which you peel off the lid of the needle before using it), sterile wipes, lancets etc etc etc, that all find there way into the thousands of nooks and crannies that a home has to offer. I was also recently on a walk with the same friend, when we sat on a bench and noticed a testing strip placed just next to our feet. Here, Lauren pointed out that I was a bit like the guy in 'The Shawshank Redemption', who empties out his pockets of stones in the exercise yard, only I do it with diabetic equipment on walks in the country. I cannot tell you how many times my cats have come leaping into the living room with any number of needle cases, cannulas and reservoirs which they have managed to find and mistakenly perceive as a play-thing.
4) Blood tests - SUCK! And not in some vampire-esque blood sucking joke way, but in a real way. I hate them. I seem to be able to all but pass out on every occasion,and while doing so freak out every poor bugger in the waiting room, because no matter how many times I have them done, it never gets any easier. I know they are for a good cause. I know I have to have them done. I know the result will paint a very clear picture of how I am faring against this disease. But it makes no odds to me. The twitching, sweating and shaking starts from the minute my DSN hands me the blood form. Even as she writes out my details on the form, I can feel myself squirming. She has seen me turn white on many occasion, but only on blood test day.
5) No two days are the same. This is perhaps one of the most frustrating things about diabetes, and people often laugh (they get shot down straight after) because they think I am kidding when I tell them that your BGs are affected by weather, sleep, time of the month, stress, food you ate yesterday, eating fruit, eating veg, even looking at a danish pastry. OK, OK, the last thing isn't proven, but ask any diabetic with a sense of humour and they would agree, it has been known to happen, it's just never been documented 'officially'. The fact is diabetes is affected by almost anything which affects your body, including external forces like heat, noise, and routine. It really is that mean.
6) Yes, you can have diabetes and still have a sense of humour. I have discovered that all of the things that drove me crazy and made me feel very alone, happen to EVERY SINGLE DIABETIC. And these things are possible to laugh at. I'm not saying laugh at diabetes or take it lightly per se, not by any means, but next time you find a testing strip (or 20 of them) at the bottom of your bag, remember this post and laugh about it.
Wednesday, 27 October 2010
Taking a break
I decided to allow myself a month off, a vacation - if you will - because the truth is when you manage something like diabetes, there can all too often be times when the blasted condition takes over. On a daily basis I do around 8-10 blood tests, 4 or 5 boluses, numerous calculations, the odd correction and numerous frustrating moments when I get a bit...'sweary' shall we say. Sometimes, to come home after a day of bad bloods, you just don't feel like writing about it. I always wanted this to be an honest blog about what it was really like with a silent (or sometimes not so silent) partner like diabetes lurking behind every corner, but I never intended this to be somewhere to rant and complain. Primarily because anyone reading a few posts may begin to stop reading the words - about what diabetes really entails - and start reading between the lines. Subtext is hard to ignore when the author of the words are angry, impatient and a little burnt out.
So I come back to you refreshed and ready to get on with it, after having had a busy month which has of course resulted in some downright confusing results. I admit that I have had the kind of month when I could have punched diabetes in the head. Problem is, it doesn't have one. So I have come through 'the dark days' ready to tackle this silly thing head on. The most effective way.
Over the past months not a lot has changed in my body; the weight has remained stable (if a little on the 'cuddly' size), my routine hasn't changed, I haven't been anywhere hot, I haven't changed my diet significantly, and yet somehow my blood sugars have been acting like they are having some kind of party in my body, with a more the merrier attitude. Apparently the worse and more frequent they are, the better the party!
I'll go on to explain a few of the ups and downs as I go on, but it certainly feels good to be back!