Customer Service - FAQs

FAQs

(Frequently Asked Questions)

How is a blood sample collected?

A small drop of fingerstick whole blood must be collected using a lancet and plastic blood collector provided in test strip package.

How much blood is needed for each test strip?

Single chemistry tests (Cholesterol, HDL, and Triglycerides), require 15 µL of whole blood. Plastic blood collector collects exact amount of blood required for the test.

How are the settings changed on the CardioChek analyzer (i.e. time, date, language, etc.)?

To change the settings on the CardioChek analyzer, go to the USER SET prompt and press the "Enter" button . Follow the prompts.

What should be done if the value sheets
for the Control Solution are lost?

Call PTS Customer Service at (877) 870-5610 (US toll free only) or (317) 870-5610 (direct), and they will provide the Control Solution values needed.

How is LDL cholesterol calculated?

First, test cholesterol, HDL cholesterol and triglycerides using new, unused test strips. Then use the following formula to calculate your estimated LDL cholesterol:

Estimated LDL Cholesterol = Total Cholesterol - HDL Cholesterol - (Triglycerides ÷ 5)

NOTE: To calculate your estimated LDL cholesterol, you must fast for 9 hours prior to testing triglycerides. Never calculate an LDL if test results are outside the range of the CardioChek analyzer (denoted by a < or > on the results screen) or if your triglycerides are >400.

What if "<",">" is displayed on screen or other
unexpected results occur?

  • Results are above or below measuring range.
  • High temperatures affect the strips. Be sure the vial of strips has not been stored in extreme conditions.
  • Be sure the vial has been tightly capped immediately after removing any test strips. The test strips should not be removed from the vial until they are ready to be used because the strips are adversely affected by humidity. Remove one strip at a time and recap vial tightly.
  • Be sure whole blood was used.
  • Be sure an adequate sample size was used. Too much or too little blood may give an inaccurate result. The plastic blood collector ensures accurate volume.
  • Be sure blood was applied to the test strip with the test strip already inserted in the analyzer.
  • Check to see if the batteries need to be replaced.
  • Use a check strip, provided in the kit, and make sure it passes.
  • Clean the optical glass in the analyzer where the strip is inserted (see instructions for proper cleaning in the user manual). Also, make sure the optical glass is scratch free.
  • Check the back of the strip after testing. The membrane must be a uniform color. If there are any blotches, the test results may be affected. Test again with a fresh, unused test strip.

What if the analyzer reads CHECK STRIP FAILED?

  • Inspect the optical glass in the analyzer where the test strip is inserted. It should be clean, dry and free from fingerprints. If not, clean with alcohol wipe and dry immediately with gauze or lint-free cloth or tissue.
  • Check to see if the check strip (gray plastic strip that comes with analyzer) is damaged or dirty. If so, clean with soap and water or alcohol wipe, or replace.
  • Be sure the check strip has been inserted right side up.
  • Be sure the meter has not been dropped or stored in extreme conditions.
  • Be sure the analyzer is being operated inside, away from direct sun or lamp light.
  • Check to see if the batteries need to be replaced.

What if the analyzer reads LOT EXPIRED?

  • Check to make sure the vial of strips has not expired. The expiration date is printed on the vial of strips.
  • If the strips are not past their expiration date, check to make sure the date on the analyzer is set correctly. To check the date:
    • Press the "Enter" button until you see the RUN TEST display.
    • Press the "Next" button until USER SET displays.
    • Press the "Enter" button once and then press the "Next" button until SET DATE displays.
    • Press the "Enter" button three times to display MONTH, DAY and YEAR.
  • To change the date, follow steps 1-4 above, but press the "Next" button followed by the "Enter" button to change the date. (Or turn the CardioChek analyzer off and turn it on and watch the display until the date is displayed.)

What if the CardioChek analyzer will not
recognize the MEMo Chip?

  • Be sure the MEMo Chip was installed properly. The notched side of the MEMo chip faces up.
  • Be sure the chip was inserted before the analyzer was turned on. If not, press the "Enter" button twice so the analyzer can recognize that the MEMo Chip has been inserted.

What if test results are in decimals or appear
higher or lower than expected?

  • The UNITS menu may need to be reset from INTL to US or vice versa. To change units:
    • Press the "Enter" button until you see RUN TEST display.
    • Press the "Next" button until USER SET displays.
    • Press the "Enter" button once and then press the "Next" button until UNITS displays.
    • Press the "Enter" button to view units (either US or INTL). Press the "Enter" button to accept current setting or the “Next” button followed by the "Enter" button to change the units.

Who do I call if I have additional questions?

  • Contact the Help Hotline, or PTS Customer Service.
  • +1 (877) 870-5610 (US toll free inside only)
  • +1 (317) 870-5610 (direct)