HOT ACCOUNTS - CANADA

2020-07-24

Please be aware that the following Canadian customers are considered Hot Accounts and should be handled according to the instructions below:

Runnymede Hospital

Customer Letter is linked here and can be sent directly to the customer.

Account manager: [email protected]

University of Ottawa Heart Institute -

Account manager: [email protected]

Humber River Hospital -

Account manager: [email protected]

The Script / Summary below is not to be sent to the customer, but is applicable for all three hot accounts:

Communication to Sensitive Braun accounts only

Draft Script:

Thank you for taking the time to report the product issues that you have experienced using the Braun ThermoScan PRO6000 thermometer.

We are in the process of investigating other similar complaints and our initial findings suggests that liquid ingress into the device is causing the thermometer to cause some electrical shorts resulting in poor or non-performance of the device.   Fluid ingress is likely occurring when the device is being cleaned. 

As of July 2020, we have implemented two major upgrades to the design of the thermometer. These upgrades are specific to reducing the problems with fluid ingress.

Quality matters to Hillrom, and we understand the importance of ensuring that the products that you have purchased from us currently, perform at a level that you have come to expect from Hillrom and Welch Allyn.  With your current devices, we are proposing the following options for the replacement of your faulty thermometers and we have asked our Account Managers to work with you on getting replacement devices to you within the next few weeks. I will contact your Account Manager and copy you on the email. Your Account Manager is ________________ (INSERT NAME)

Option One:  Replace your Braun ThermoScan Pro6000 thermometers with our upgraded ThermoScan thermometers free of charge.

Option Two:  Replace your Braun ThermoScan Pro6000 thermometers with SureTemp thermometers free of charge. The replaced SureTemp devices will carry a new manufacturer warranty of 2 years.

Please follow these steps to exchange your thermometers. 

1.        For replacement of thermometers

a.       Xxxxxxxxx

b.       Xxxxxxxxx

c.       xxxxxxxxx

2.       For replacement of thermometers within a vital sign monitor (CSM or CVSM)

a.       Xxxxxxxxxx

b.       Xxxxxxxxxx

c.       Xxxxxxxxxx

We apologize for the inconvenience that we have caused.  Please contact us with any questions or concerns that you may have.  It is important to all of us at Hillrom that we restore your confidence in our products and service.