June 3, 2004

You may be aware that LifeScan provides support for OneTouch® Ultra® Meter users who are invited to call our OneTouch® Customer Care Line for assistance.

At LifeScan we want you to get the most benefit from testing with your OneTouch Ultra Meter and encourage you to understand three frequently asked questions about the OneTouch Ultra Meter:

1. Why won’t my meter turn on?
   If your OneTouch Ultra Meter will not turn on, check that the battery is securely in place and is making the proper connection. The battery can be dislodged if the meter has been dropped, or if the battery has been changed but not fitted properly. Sometimes, however, it is just that the battery has run out. There is a warning to let you know that the battery is low. When you see the low battery warning, please call the OneTouch Customer Care Line Free Phone on 0800 121200 (UK) or 1800 535 676 (Ireland) and we will send you replacement batteries free of charge.
   
   
2. My blood glucose reading has suddenly gone very high, what should I do about it?
   We sometimes find that customers call us because their meter is reading a lot higher than usual. This can be because the meter has been accidentally changed to measure in milligrams per deciliter (mg/dL) when it should be measuring in millimoles per litre (mmol/L). It’s a bit like measuring distance - if someone asks how far it is from London to Edinburgh you could answer 413 miles or 665 kilometers. The important thing is to know what unit of measurement you are using. All OneTouch® Ultra® meters manufactured since May 2004 are locked to give results in units of mmol/L only.
   
   There are a few simple ways to check the units of measure are set correctly as mmol/L:
   1) The unit of measure will show on the meter screen below the blood glucose reading so you should look out for the letters “mmol/L.”
   2) The reading will always contain a decimal point, for example 7.5 mmol/L or 9.0 mmol/L
   
   If you find that the meter is set to mmol/L and your reading has been high for a long time, then you should speak to your diabetes nurse or doctor.
   
   
3. I’ve just started using the OneTouch Ultra Meter and my readings are a little bit higher than with my old meter. Why is that?
   We usually find this is because your previous meter used test strips that were whole blood-calibrated. OneTouch® Ultra® Test Strips are designed to measure the glucose in your blood, but to give a reading as if the measurement was made only in the plasma part of your blood, similar to if your blood was tested in a hospital laboratory (this is called being plasma-calibrated).
   
   If your previous meter was providing results in whole-blood calibration, but you are now using the OneTouch Ultra Meter, then the OneTouch Ultra Meter gives you a reading about 12% higher. For example, a reading of 7.0 mmol/L using whole blood-calibrated strips would come out as approximately 7.8 mmol/L with the OneTouch Ultra Meter. This does not mean that you have a higher blood glucose level, it’s just a different way of measuring blood glucose values.
   
   If you are at all unsure about using your meter then simply call our OneTouch Customer Care Line Free Phone on 0800 121200 (UK) or 1800 535 676 (Ireland).  Alternatively, you could talk to your pharmacist or your diabetes nurse or doctor.

Don’t forget: Our highly trained OneTouch Customer Care representatives are here to help should you need any assistance, for example with coding your meter, changing the date and time settings, performing a control solution test or for any concerns about your OneTouch® Meter.

You may also find useful:
· OneTouch Ultra Meter
· OneTouch Ultra Frequently Asked Questions
· OneTouch Ultra Owner’s Booklet

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