Question 1

How do I find a Territory Manager near me?

Accepted Answer

Check out our online directory for a Territory Manager available near your GI practice. They partner with you to ensure you have the right products and support to provide quality patient care.

Question 2

Does Diversatek Healthcare private label?

Accepted Answer

Diversatek Healthcare will consider private labeling product. Send your requests to sales@diversatekhc.com and the appropriate person will follow up with you.

Question 3

Are your products manufactured with natural rubber latex?

Accepted Answer

Most Diversatek Healthcare products are not made with natural rubber latex. Review the product label and IFU carefully. Please reach out to your Territory Manager for further information if you have questions. Any medical device that contains natural rubber latex (or its derivatives) must state this on the Instructions for Use (IFU) and/or on the device label.

Question 4

Do you have expiration dates on your products?

Accepted Answer

Many of the Diversatek Healthcare products have an expiration date. It is printed on the label to ensure product integrity.

Question 5

How should I store my products?

Accepted Answer

Diversatek Healthcare products should be stored in a dark, cool, and dry place. Prolonged exposure to light may compromise certain plastics. Do not expose products to light for extended periods of time.

Question 6

How do I know when it is time to replace my SafeGuide® Over the Guidewire Esophageal Dilators?

Accepted Answer

Replace SafeGuide® Over the Guidewire Esophageal Dilators when you notice:

Loss of flexibility
Cuts, cracks or nicks
Stretching in the inner lumen
Faded or missing markings
Curved dilator or curled tapered tip
Expired or missing expiration dates

Question 7

How do I know when it is time to replace my esophageal bougies?

Accepted Answer

Replace bougies when you notice:

End cap separating from bougie
Cuts, cracks or nicks
Flaking or peeling of the outer coating
Faded or missing markings
Expired or missing expiration dates
Curled tip or loss of flexibility

Question 8

What is the expiration date for bougies and why do they expire?

Accepted Answer

Per product testing, we cannot guarantee the integrity of the outer casing after three years. Results of our product testing have shown that through normal use, care, reprocessing, and storage, the WeightRight® and M-Flex® outer casings may begin to deteriorate after three years, leading to peeling and micro-cracking of the plastic casing containing the tungsten powder.

Some signs of aging and deterioration may be internal; therefore, we rely solely on the expiration dates to determine replacement. This expiration date serves to protect against the risk of cross contamination, prevent the leaking of the tungsten from the outer casing, and to prevent the end cap from pulling away from the bougie. It also serves as our manufacturer’s warranty.

Question 9

What is the difference between M-Flex® and WeightRight® Bougies?

Accepted Answer

The outer casing of the M-Flex bougie is made of silicone so it is autoclavable. The outer casing of the WeightRight bougie is made of PVC and can only be high-level disinfected. Both are tungsten-filled.

Note: WeightRight PVC Bougies have been discontinued.

Question 10

How do I clean my bougies or dilators?

Accepted Answer

For cleaning of all dilators please refer to your Instructions For Use (IFU).

Question 11

How do I dispose of the Tungsten-filled bougies?

Accepted Answer

Tungsten-filled bougies are non-toxic and can be disposed of as non-hazardous waste per facility guidelines.

Question 12

How do your blanket orders work?

Accepted Answer

Blanket orders can simplify ordering and shipping for products that you purchase regularly. Schedule your order to ship monthly or at another regular interval to ensure that you receive your order routinely. If your department requires a shipment earlier than scheduled or is overstocked, call three days prior to your next scheduled shipment and request that the day of shipment be adjusted accordingly.

To protect you from price increases, we hold your pricing firm for the duration of the blanket order. If you want to end your participation in the program, simply give us notice 30 days before your next scheduled shipment.

If you would like to know more about our blanket orders, or if you are interested in placing a blanket order, please contact your Territory Manager.

Question 13

Domestic

Accepted Answer

It is standard practice for Diversatek Healthcare to ship via FedEx Ground as FOB (Free on Board/Freight on Board). Diversatek Healthcare will ship via a FedEx or UPS collect shipping account if requested. Terms are Net 30 days.

Question 14

International

Accepted Answer

Please consult your local representative or distributor.

Question 15

How long do I have to return a product?

Accepted Answer

You have thirty (30) days from product receipt to obtain a Return Materials Authorization (RMA) if product is found to be defective. You have seven (7) days to obtain an RMA from product receipt for all other claims.

Non-defective parts must not have been reprocessed or used. Restocking fees may apply.

Question 16

What should I do if I need to return a product?

Accepted Answer

You must request a Return Materials Authorization (RMA) before you return any products. To request an RMA, contact Customer Support. All returned products must be labeled with an RMA number and packed appropriately for shipping. They need to be received in their original, unopened packages and be undamaged. Items must be in saleable condition and suitable for restocking.

Question 17

What if I am returning a product due to an error by Diversatek Healthcare?

Accepted Answer

Contact Customer Support for a Return Material Authorization (RMA), and they will advise you on how to return the product via FedEx Ground Collect.

Question 18

What if I am returning a product due to my error?

Accepted Answer

You will be charged a restocking fee accordingly. Contact Customer Support for a Return Materials Authorization (RMA) and then use prepaid shipping to send back the product(s).

Question 19

Who should I contact if my equipment isn’t working?

Accepted Answer

Contact our Technical Research and Training Center (TRTC) for support Monday through Friday from 7:30 am to 4:00 pm CST. Diversatek Healthcare experts will work with you to solve a technical issue, help install new software, or provide other solutions as needed.

Email: technicalsupport@diversatekhc.com

Phone: +1 800 558 6408

Question 20

How do I get help performing diagnostic testing correctly?

Accepted Answer

Clinical Specialists at our Technical Research and Training Center (TRTC) provide guidance on generating diagnostic reports, editing, equipment cleaning, and other testing-related needs. They are available for support Monday through Friday from 7:30 am to 4:00 pm CST.

Email: clinicalsupport@diversatekhc.com

Phone: +1 800 558 6408

*For assistance with the MiVu™ Mucosal Integrity Testing System, contact your designated Territory Manager.

Question 21

Is training provided for manometry and reflux testing?

Accepted Answer

We offer on-site and virtual clinical training to meet the diverse learning needs and schedules of GI physicians, nurses, and technicians. Diversatek Healthcare also provides in-person classes at our Technical Research & Training Center (TRTC) in Highlands Ranch, CO, in the Denver area. All training sessions are provided by a Clinical Educator who has an extensive background as a manometry nurse.

Contact clinicaleducation@diversatekhc.com for more information.

*For the MiVu™ Mucosal Integrity Testing System, contact your designated Territory Manager to build a customized training agenda and schedule for your GI team.

Question 22

Are on-demand resources available for diagnostics?

Accepted Answer

Diversatek University is our online educational platform, which is free to all current Diversatek Healthcare customers. You have access to video tutorials, guides, and webinars covering esophageal and anorectal manometry, reflux monitoring, and the MiVu™ Mucosal Integrity Testing System.

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