Customer support

Insulin pumps support

Our support team handles customer enquiries and have compiled a series of easy to access FAQs for your convenience.
 

GENERAL OVERVIEW

How small is the insulin pump?

The MiniMed™ 640G insulin pump 3.0 mL
Measures approximately 5.3 (width) x 9.6 (length) x 2.5 (depth) cm.

The MiniMed Veo™ 5 series (554) insulin pump
About the size of a mobile phone and measures just 5.1 x 7.6 x 2 cm.

The MiniMed™ Veo™ 7 series (754) insulin pump
Measures 5.1 x 9.1 x 2 cm.

How light is the insulin pump?

The MiniMed 640G insulin pump 3.0 ml
Weighs just 102 grams including battery.

The MiniMed Veo™ 5 series (554) insulin pump
Weighs just 95 grams including battery.

The MiniMed™ Veo™ 7 series (754) insulin pump
Weighs just 102 grams including battery.

USAGE

Do you have a recommendation for what type of batteries to use?

The MiniMed 640G insulin pump 3.0 ml
  • Requires one new AA (1.5 V) battery
  • For best results, use a new AA lithium battery.
  • The pump also accepts an AA alkaline or a fully charged AA NiMH nickel-metal hydride rechargeable battery.
  • Do not use a carbon zinc battery in your pump.
  • Battery life is typically 7 to 14 days depending on the type of battery used.
  • Some features that may reduce battery life are:
    • backlight setting
    • high level brightness setting
    • vibrate alert type
    • remote control & meter
    • high basal rates –  “excessive” button pressing, bolusing and rewinding  
    • frequent lost sensor signal/ sensor signal not found alerts (sensor feature)
 
The MiniMed Veo™ 5 series (554) insulin pump & The MiniMed™ Veo™ 7 series (754) insulin pump
  • Alkaline AAA battery
  • Energizer batteries provide a very predictable time window between receiving a “low battery” warning to system loses power (an “off no power” state). This helps ensure proper battery alerts are received as your battery gets low.
  • The use of other battery brands or type may result in more variation.
  • Battery life is typically 7 to 10 days.
  • Some features that may reduce battery life are: -
    • using the backlight
    • vibrate alert type
    • remote control & Meter
    • high basal rates – “excessive” button pressing, bolusing and priming
    • frequent lost sensor/weak signal alerts (sensor feature)

LOW GLUCOSE AND PREDICTIVE SUSPEND FEATURES

What is the low glucose suspend feature on the MiniMed™ 640G and the MiniMed™ Veo™ insulin pump?

The low glucose suspend feature is a continuous glucose monitoring (CGM) feature to help people who may have a fear of hypoglycaemia or hypoglycaemia unawareness. If the feature is turned on, the pump automatically suspends insulin infusion for 2 hours when glucose levels reach a pre-determined threshold and, without intervention, will resume basal insulin delivery to its pre-set rate. All other sensor functions remain operational during insulin suspension.  Whilst MiniMed™ Veo™ insulin pumps provide "suspend on low" where insulin delivery is suspended on reaching a predetermined low glucose level, the MiniMed™ 640G insulin pump uses SmartGuard™ Technology that predicts approaching low glucose levels 30 minutes in advance and will automatically stop insulin delivery.

What should I do if the low glucose suspend feature is triggered on the MiniMed™ 640G and the MiniMed™ Veo™ insulin pump?

If you DO NOT respond to the alarm, the pump suspends insulin delivery, sounds a siren alarm and displays “I have diabetes, call for emergency assistance.” The pump suspends insulin delivery for 2 hours. After 2 hours pump resumes basal insulin delivery. If blood glucose (BG) is still low 4 hours after resuming basal, insulin delivery re-suspends.  

If you DO respond to the alarm, you can choose to suspend or resume basal insulin delivery. If you resume basal delivery then your pump will continue to deliver insulin. If you choose to suspend, the pump suspends insulin delivery as above. When the Low Glucose Suspend feature is triggered the pump sirens to ensure the alarm is heard and acted upon.

Why does insulin delivery stop for 2 hours and resume for 4 hours on the MiniMed® 640G and the MiniMed® Veo™ insulin pump?

The two hour period is based on clinical evidence and allows blood glucose to return to normal. The 4 hour period for resuming insulin delivery after halting it reduces the risk of rebound hyperglycaemia.  
 

What is SmartGuard™ on the MiniMed™ 640G insulin pump?

SmartGuard™ is a new low glucose suspend feature designed to help people who may have a fear of hypoglycaemia or hypoglycaemia unawareness. It can suspend insulin delivery on low or before low and resume it automatically. If the ‘Suspend before low’ feature of SmartGuard is turned on, the pump can automatically suspend insulin infusion for a maximum of 2 hours when sensor glucose (SG) levels are predicted to approach a pre-determined threshold and, without intervention, will resume basal insulin delivery to its pre-set rate. All other sensor functions remain operational during insulin suspension.

On the MiniMed™ 640G insulin pump what is the difference between the Suspend before low, Alert before low, Suspend on low and Alert on low?

The low glucose features allow you to set your pump to alert, to suspend insulin, or alert and suspend insulin if you are either approaching your low Sensor Glucose limit, or you have reached your low Sensor Glucose limit.
The following table describes the low glucose alert settings:

Low Setting name How it works
Suspend before low

Your pump temporarily stops delivering insulin if it is predicted that your Sensor Glucose reading will be 1.1 mmol/L (20 mg/dL) above the low limit within 30 minutes.

Turning on suspend before low, automatically turns on alert on low.

When using suspend before low, insulin delivery is not suspended unless you are at least 3.9 mmol/L (70 mg/dL) above your low limit.

Alert before low Your system alerts you any time it is predicted that your Sensor Glucose reading will reach the low limit within 30 minutes. The alert before low can be used whether suspend before low is turned off or on.
Suspend on low Your pump temporarily stops delivering insulin if your Sensor Glucose reading reaches or falls below your low limit.
Alert on low Your system alerts you when your Sensor Glucose reading reaches or falls below your low limit.

When your pump suspends insulin due to ‘Suspend before low’ the message ‘Sensor glucose approaching Low Limit. Check BG.’ is displayed on your Homescreen.

If you DO NOT respond to the alarm, the pump will suspend insulin delivery, sounds a siren alarm and displays “I have diabetes, call for emergency assistance.” The pump basal rate will resume in three ways:

  1. You manually restart the basal rate
  2. The basal rate is automatically resumed based on the following:
    • The pump has been suspended for at least 30 minutes AND
    • The SG is at least 1.1 mmol/L (20 mg/dL) above low limit AND
    • The SG is predicted to be greater than 2.2 mmol/L (40 mg/dL) above the low limit within the next 30 minutes
  3. Insulin delivery has been suspended for 2 hours

If you DO respond to the alarm, you can choose to suspend or resume basal insulin delivery. If you resume basal delivery your pump will continue to deliver insulin. If you choose to suspend, the pump suspends insulin delivery.

SETTING ALARMS

How do I set or change my glucose alarms limits?

The high and low glucose alarms have to be at least 0.6 mmol/L (or 10 mg/dL) apart.
If you set your high glucose limit at 10 mmol/L (or 180mg/dL), then you cannot set your low glucose limit greater than 9.4 mmol/L (or 170 mg/dL).
Conversely, if you set your low glucose limit at 2.8 mmol/L (or 50 mg/dL) then you cannot set your high limit lower than 3.4 mmol/L (or 60 mg/dL).

MiniMed™ Veo™: What do the rate of change arrows indicate?

One arrow either up or down indicates that glucose readings have increased/decreased by 0.056-0.111 mmol/L per minute (or 1-2 mg/dL).
Two arrows either up or down indicate that glucose readings have increased/decreased by 0.111-0.167 mmol/L per minute (2-3 mg/dL).
Three arrows either up or down indicate that glucose readings have increased/decreased by 0.167 mmol/L per minute or more (3 mg/dL).
The rate of change arrows can be used to help a patient detect period when their glucose levels are rising/dropping quickly and act to help to prevent any severe episodes.

MiniMed™ 640G: What do the rate of change arrows indicate?

One arrow either up or down indicates that glucose readings have increased/decreased by 0.056 mmol/L per minute or more 1.1-2.2 mmol/L (or 1 mg/dL) in the last 20 minutes.
Two arrows either up or down indicate that glucose readings have increased/decreased by more than 0.111 mmol/L per minute or more (2 mg/dL) in the last 20 minutes.
Three arrows either up or down indicate that glucose readings have increased/decreased by more than 0.167 mmol/L per minute or more.(3mg/dL) in the last 20 minutes.
The rate of change arrows can be used to help a patient detect period when their glucose levels are rising/dropping quickly and act to help to prevent any severe episodes.

The content and all information provided on this website is for your informational use only and is not intended to be a substitute for professional medical advice, diagnosis or treatment in any manner. The patient stories provided are experiences specific to a particular patient. Responses to a treatment may vary from patient to patient. Always talk with your physician about diagnosis and treatment information and ensure that you understand and carefully follow that information.

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