Service description and general information

Fimlab offers its customers a service related to the self-monitoring of diabetes, which includes the equipment and supplies needed in diabetes treatment as well as the registration of equipment in the WebFimlab self-monitoring platform, life cycle monitoring and use of a device-specific cloud service. The service is provided based on separate agreements in the wellbeing services counties of Central Finland, Pirkanmaa and Kanta-Häme.

The treatment units within the sphere of the service decide which equipment to give to the patient based on the patient’s clinical needs. The tendered products include glucose and ketone meters for self-monitoring with supplies, professional glucose and ketone meters with supplies, sensors measuring the glucose levels in interstitial fluid periodically or continuously, insulin pumps, lancing devices, blood lancets, and insulin pen needles.

In treatment-related matters, always contact the healthcare unit responsible for your treatment!

You can find a wide range of information about the monitoring of diabetes on this page.

  • Device-specific instructions
  • Informative training material
  • Frequently asked questions
  • Contact details and instructions for filing a complaint

Please send any feedback and suggestions for improvement regarding the service to

Customer service Frequently asked questions Device-specific instructions

Customer service

Frequently asked questions

  • How do I file a complaint?

    Meters and strips for self-treatment

    • Device user: If you experience technical issues, contact the device supplier’s product support service. If you need to replace a defective meter urgently, contact your own treatment unit or the distribution of treatment supplies.

    Insulin pumps

    • Device user: With technical issues and in emergencies, contact the device supplier. Pump suppliers have a 24/7 service for urgent cases. If your pump is damaged and still under warranty, the device supplier will replace the pump under warranty. If the pump is no longer under warranty, contact your treatment unit to order a new pump. If necessary, the treatment unit will instruct you to use a backup system (injection treatment) until the new pump is delivered. Contact your treatment unit if you have questions about the pump settings.


    • Device user: With technical issues and in emergencies, contact the device supplier. Otherwise, contact your treatment unit. The device supplier will replace a broken sensor free of charge.
  • FastClix lancing device

    The Accu-Chek Instant starter pack comes with the meter supplier’s own lancing device FastClix. FastClix is not a lancing device intended for wide general use as referred to in the procurement agreement.

    You will be given a VivaChek lancing device, which uses VivaChek lancets and meets the requirements of the procurement contract.

  • My blood glucose values do not meet my expectations or I suspect the values are incorrect
    • Check the expiration date on the strips.
    • Have you accidentally left the strip vial open?
    • Have you kept the strip vial in a place that is too hot or cold, e.g. on the windowsill or in the car? Has the strip vial frozen?
    • Make sure your hands were clean.
    • Did you wipe the first drop off, was the drop large enough, did you have to squeeze the finger to extract the blood?
    • Try again with a new strip.
    • Contact your treatment unit.
  • My blood glucose meter doesn’t work. What do I do?
    • If the meter screen is dark or the device does not switch on, replace the batteries, and make sure they are put in correctly.
    • If the meter displays an error code, see the manual for the explanation and try to fix the problem.
    • If the meter works unreliably, make sure the strip port is clean. Blood and dirt may prevent reliable measurement.
    • Contact the product support of the device manufacturer
    • Contact the distribution of treatment supplies or your treatment unit
  • How do I share my blood glucose values with the treatment unit from the mobile application?

    Healthcare professionals are offered access to a cloud service for all the equipment chosen by competitive tendering in Fimlab’s supply area. The cloud service allows customers to share their blood glucose values from the mobile application or through various cloud services.

    The availability of mobile applications and cloud services is device-specific.

    If you want to share your results electronically with your treatment unit, a healthcare professional must invite you to share your data with the treatment unit’s clinic account.

  • How do I transfer my blood glucose values from the meter to the mobile application?

    You can record your blood glucose values in a self-monitoring notebook and/or in the mobile application available for your glucose meter.

    You must pair the glucose meter with your mobile phone to transfer the data automatically to the application via Bluetooth. The application also enables the recording of other treatment data, including insulin doses, carbohydrates and exercise, which makes monitoring your treatment easier.

    If you have an Accu-Chek Instant glucose meter, download the mySugr application from the application store. Click here for instructions for using the mySugr application.

    If you have a CareSens Dual glucose meter, download the DiaCare application from the application store. A health care professional must activate the application for you. Click here for instructions for using the DiaCare application.

  • How should I dispose of used diabetes supplies at home?

    Sort as mixed waste
    Blood glucose test strips
    Blood glucose test strips are disposed of as mixed waste, because they contain only very limited quantities of metal and electrodes.

    Sensor applicators, insulin pump tubes (without the needle), empty insulin pens and containers
    A sensor applicator is plastic and contains a small metal spring. You can sort the applicator as mixed waste. Insulin pump tubes without the needle as well as empty insulin pens and insulin containers can be disposed of as mixed waste.

    Sort as board waste
    Cardboard packaging

    Sort as plastic waste
    Plastic packaging of individually packaged products.
    Plastic packaging protecting individual products, for example, infusion set wrapping, can be recycled as plastic.

    Disposal at a pharmacy
    Insulin pen needles, syringes, insulin pump cannulas and lancing device needles (lancets)
    All products that contain a needle must be disposed of at a pharmacy. You can collect insulin pen needles, insulin pump cannulas and lancing device needles (lancets) in a hard container with a lid. For example, you can use an empty plastic bottle or glass jar with a screw cap or lid. Take the tightly sealed container to a pharmacy separately from other pharmaceutical waste.

    Half-empty and full insulin pens
    If there is insulin in an insulin pen or container, take it to a pharmacy. Note! Do not empty the insulin down the drain or in a rubbish bin.

    Recycle electrical and electronic equipment
    Blood glucose sensors and meters
    Dispose of blood glucose sensors and meters as electrical and electronic waste. Waste electronic and electrical equipment (WEEE) can be recycled at waste stations, waste centres or electrical supply stores. Blood glucose meters come with batteries that must be removed before recycling. Used sensors have a battery that cannot be removed.

    OmniPod pumps
    Return used pumps to the supplier in a return box provided for the purpose. The manufacturer will take care of the pumps’ correct disposal. The products contain electronics, and they must not be disposed of together with mixed waste.

    Recycle batteries
    Tape the ends of used batteries when you remove them from a device. Without taping, a battery poses a risk of fire at home and recycling points. You can recycle used batteries at waste stations, waste centres or groceries’ recycling points.