With an extensive background in Engineering and Medical Device Product Management, I decided to exchange the PLC straight-jacket for a more flexible and positive environment in TensCare fifteen years ago and am now the second-longest serving employee.
When the largest UK chain supermarkets began opening in-store pharmacies, and independent pharmacies started ‘Home Care’ initiatives, TensCare trained all the new store staff in TENS and carried out in-store promotions, and I ran many of these. In nearly every group, there would be at least one who had experience of TENS – many from childbirth – and sharing this experience would be the starting point for the session.
Two stories stand out for me:
In one Pharmacy I was training the staff in a store and facing a skeptical audience who had no experience of TENS. They told me that they had a TENS unit on display for years and had never sold one. Right at that moment a customer walked past, looked at what we were doing, and said “Oh TENS, I’ve got one of those. They’re wonderful, I don’t know how I would manage without it.” At that point, the pharmacy staff suddenly started listening to me. They realized how of their customers could benefit from TENS, and three months later, they were the best selling Pharmacy store in their chain.
My second experience occurred whilst carrying out a promotion in a supermarket. I sold a TENS machine to an old lady with sciatica struggling with her shopping trolley. Around 4 hours later she came back, and I jumped to the conclusion that something had gone wrong and she needed help. Instead she said, “Young man (I liked that part), I just wanted to come back to thank you, you’ve no idea what a relief it is to get rid of that pain.” She had gone home, tried to machine, then travelled all the way back to the store just to say thank you! TENS doesn’t always have such a dramatic effect, but when it does change people’s lives it creates a lasting impression.
Over the years I have gradually transferred my efforts from sales to product development, sales support, and regulatory affairs. Regulatory Affairs has become an increasingly important part of TensCare’s business. In addition to changing EU MDD requirements, almost every export market has its individual needs and product registration regulations.
TensCare are constantly updating our products and documentation to ensure that we offer the best in safety and performance: I will have changed every product label, instruction manual, and package before the end of this year to ensure that we comply with the latest versions of EN60601, EN60601-1-11, and EN60601-2-10.
Clinical Evaluation is now also an important part of CE marking, and I maintain an extensive library to ensure that we have the latest clinical evidence to support our products. I also take an interest in new clinical developments so that we can respond to new treatment opportunities, and am keen to cooperate with clinical trials of new applications.
More and more of our customers are asking for practical clinical advice, and it would be really helpful to get feedback from physiotherapists with case studies of how they use our products on a day-to–day basis.
Please feel free to contact us with your feedback and experiences, and we will continue to take on board your comments and constantly improve our business.
Regulatory Affairs Manager