How to Service Your Dispenser Sensors

Your Vitalacy Dispenser Sensors are placed in soap and sanitizer dispensers throughout patient care areas in your facility. Dispenser Sensors monitor when, where, and how staff wash their hands, so it is vital to ensure all Sensors are operating correctly. This guide will walkthrough how to troubleshoot and service your Dispenser Sensors. 

Understanding the difference between old activity and old heartbeat is crucial for troubleshooting.

• Old Activity: If the dispenser activity report shows low usage in a specific area, it might not necessarily mean there's a dispenser malfunction. It could indicate lower traffic in that area.
  • Old activity is based on a 10 day cycle. Keep in mind that just because a dispenser sensor shows no recent activity, it does not necessarily mean the device is no longer working or needs a battery replacement. It simply means that it has not produced activity within the expected timeframe. 

• Old Heartbeat: When a device ‘heartbeats’, it sends a message to our system to let us know that it’s working. If a dispenser is missing heartbeats, it suggests a potential problem with the dispenser itself, network connectivity, or battery life.
  • Our team determines old heartbeats based on a device not communicating within a 48 hour window. This could indicate the dispenser sensor battery is low or dead, or that the dispenser sensor has gone missing. 

By knowing the difference, you can take the right steps to address your dispenser issues – ensuring proper hand hygiene compliance throughout your facility.

Troubleshooting Old Activity:

1. Old Activity Report: Your Vitalacy representative will send you a weekly email with dispenser sensors to be serviced. Please find and open the attached file in that email named "Old Activity - [Date]."
    
2. Check the Area: Oftentimes, when a dispenser is showing low activity or no activity at all it could simply mean that it is in a closed room or a closed off area of the unit. The first step is to go check on it. This could also be related to that unit's workflow, for example: CDIF or other precautions. 
3. Locate the Dispenser Sensor: Physically open the dispenser and confirm that the dispenser sensor is still intact and installed in the proper location. 
4. Activate the Dispenser Sensor: Close the dispenser then, once closed, produce a couple of washes. 
5. Confirm Service: After you have completed all steps above please contact us at  help@vitalacy.com to verify. 

Troubleshooting Old Heartbeat:

1. Old Heartbeat Report: Your Vitalacy representative will send you a weekly email with dispenser sensors to be serviced. Please find and open the attached file in that email named "Old Heartbeat - [Date]."
2. Locate the Dispenser Sensor: Physically open the dispenser and confirm that the dispenser sensor is still intact and installed in the proper location. 
3. Remove Dispenser Sensor: Carefully detach the dispenser sensor from its current position. If the adhesive is worn out, replace it with a new sticky dot.
4. Reveal Battery: Unscrew the top part of the dispenser sensor (the side with the Vitalacy logo) by turning it counterclockwise.
5. Remove Old Battery: Use a non-metal object to gently push out the battery.
6. Replace Battery: Insert the new battery with the battery logo facing you.
7. Activate the Dispenser Sensor: Close the dispenser then, once closed, produce a couple of washes. 
8. Confirm Service: After you have completed all steps above please contact us at  help@vitalacy.com to verify. 

How to Remove a Dispenser Sensor

Sometimes, it may be necessary to temporarily remove a Dispenser Sensor from a soap or sanitizer dispenser. There are a few steps to follow to correctly remove a Dispenser Sensor: 

1. Gather the necessary tools: For this task, you'll just need a flathead screwdriver.
2. Remove the device: Gently insert the flathead between the Dispenser Sensor and the mounting surface then pry the Sensor away from the adhesive.  
3. Post-Removal: Once the Dispenser Sensor is removed, unscrew the device and remove the battery. Afterwards, return the Dispenser Sensor to your admin or manager for a Vitalacy representative to collect during their next on-site visit. 

Pro Tip: If you ever come across a misplaced or loose Dispenser Sensor, no worries! Simply set that device aside and allow your Vitalacy representative know. We'll reinstall Dispenser Sensors during our next on-site visit. Please never reinstall a device without a Vitalacy representative's help. 

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For continued help and support, please contact us at help@vitalacy.com 😃