PureWick Customer Service — Expert Guide for Clinicians, Purchasing, and Patients

Overview: What PureWick Customer Service Supports

PureWick customer service covers product availability, ordering and billing questions, clinical education, troubleshooting, warranty and returns, and regulatory reporting. The PureWick System is an external female urinary collection solution used in acute care, long-term care, and home settings. Because the device interfaces directly with clinical care pathways (incontinence management, pressure injury prevention, post-operative care), customer service teams must be able to provide clinical guidance to nursing staff, documentation for reimbursement teams, and rapid logistics for supplies.

Expect customer service to operate across several channels: phone for urgent clinical or supply interruptions, email for order confirmations and documentation, and online portals for recurring supply management. When contacting support, the most useful facts to have ready are the device product name, lot or serial number (on product packaging), the account or purchase order number, and the treating facility/unit. This enables faster escalation to clinical liaisons or logistics teams when time-sensitive patient care is affected.

How to Contact and Prepare for a Support Call

Prepare a concise incident summary before calling: describe the clinical situation (e.g., bedside urine diversion needed for a confused post-op patient), the device issue (e.g., suction intermittently stops, tubing kinked), patient safety risk, and desired outcome (replacement, refund, clinical guidance). If the product is sterile-labeled or has a lot number, read that number aloud — manufacturers track complaints by lot to identify manufacturing or shipping problems.

Customer service will typically triage requests into categories: clinical support (handled by clinical educators or nurse liaisons), immediate replacement (expedited shipping for hospital-critical supplies), billing questions (handled by a finance/claims team), and quality/complaint investigations (which may request product return or photos). For facilities, ask about an account manager and standing order or consignment options to avoid stockouts; for home users, request subscription-based delivery cadence and return policies.

Ordering, Pricing, and Supply Management

Prices and ordering models vary by channel: single-unit retail purchases, institutional bulk orders with negotiated pricing, and subscription services for home users. Typical retail retail-pack pricing for single-use PureWick components can vary widely; institutions should negotiate tiered pricing based on annual volumes (e.g., price drops at 1,000–5,000 units per year). Ask customer service for a written quote that includes freight, taxes, and expected lead time (standard: 3–7 business days domestic; expedited options often available at surcharge).

For hospitals and long-term care, customer service should supply SKU lists, minimum order quantities, and estimated daily usage based on patient census. Request data sheets and case studies that quantify supply consumption (for example, estimated units per patient-day) to build a just-in-time inventory model. If your facility uses a group purchasing organization (GPO) or a prime vendor, ask customer service to confirm contract pricing and whether the product is on a GPO schedule.

Clinical Education, Training, and Troubleshooting

Customer service often coordinates clinical training: live in-service sessions, on-site demonstrations, and digital training modules. Ask for documented protocols and changeover checklists (typical components: placement technique, skin assessment interval, collection bag change frequency, and steps for preventing kinks and backflow). Request the manufacturer’s recommended inspection interval and device life guidance so nursing leadership can incorporate it into policy — for example, how frequently to inspect skin under the device and when disposable components must be replaced.

For troubleshooting, customer service should provide step-by-step diagnostics: verify connections and tubing orientation, inspect vacuum source (if applicable), check for obstructions or condensation, and confirm suction settings. If the unit is underperforming, customer service may request photos or a short video and will advise whether to exchange under warranty or dispatch a technician. When possible, escalate clinical safety issues immediately and request escalation to a clinical specialist.

Warranty, Returns, and Regulatory Reporting

Ask customer service for written warranty and return policies before purchase. Typical manufacturer policies include a 30–90 day satisfaction window for non-clinical returns and specific procedures for defective or damaged goods, which may require return-authorized shipping labels. For devices used in patient care, retain the packaging and lot numbers; these are necessary should a safety recall or FDA MedWatch report be required.

If you suspect an adverse event, customer service should explain the process to file an incident report with the manufacturer and provide guidance on submitting to regulatory bodies (in the U.S., the FDA’s MedWatch). Request timelines: manufacturers typically acknowledge complaints within 2–5 business days and begin investigations, with follow-up communications and corrective action plans documented formally for institutional risk managers.

Information to Provide and Questions to Ask (Actionable Checklist)

• When contacting support, have: product name/SKU, lot/serial number, purchase/order number, account name and shipping address, and a succinct description of the clinical impact. This reduces triage time and speeds replacements.
• Ask customer service for: current lead times, expedited shipping costs, written warranty terms, training availability (dates and cost), bulk pricing tiers, GPO/contract confirmation, and documented clinical protocols or evidence (white papers, peer-reviewed studies) to support hospital credentialing.

Procurement and Contract Negotiation Tips for Facilities

Negotiate multi-year pricing agreements tied to minimum annual volumes to lock in lower unit costs and predictable supply chain reliability. Include service level agreements (SLAs) that specify maximum allowable backorder times (e.g., no more than 48–72 hours for critical care orders), penalties for missed SLAs, and clear escalation paths including named account representatives and their direct contact information.

Request data transparency: monthly or quarterly usage reports, expiry-tracking assistance, and joint reviews to forecast demand (especially important for seasonal census swings). Work with customer service to set up automatic replenishment triggered by par-level reorder points in your supply chain software; this reduces stockouts and aligns clinical availability with patient safety requirements.