Duplicate ReSupply Patient Record

First and Last name

The last name may vary if recently updated due to marital changes.

Date of Birth

Date of birth MUST always match.

Address

• Work must be completed using the profile, which contains a confirmed address only. If demographic details are updated within the platform, be sure to create a Work Item.

• Addresses may vary based on recent moves, snowbirds, etc. (If the patient cannot confirm both addresses, you must send an email to the SOS team using the appropriate template.)

Phone number

• Work must be completed using the appropriate patient profile based on research, be sure to create a Work Item if any demographic details are updated within the platform. 

• Phone numbers may vary based on recent change, cell vs home, etc. (If patient cannot confirm either phone number, send request to SOS team using the appropriate template.)

NOTE: MRN does not need to match to confirm a duplicate. If no MRN exists on one or both profiles, follow all regular steps for determining duplicate profile

Timeline

The timeline will show you important information such as the source and date of creation (Import, Aiview Integration, Manual)

Supply Request history

Shows most recent and/or duplicate supply requests.

Notes

HME may have provided a reason for the new creation and inadvertently forgotten to the inactive old profiles. 

Able to Reach HME by Phone

Scripting Guidelines: Hello, this is <CSRNAME> with ResMed ReSupply. I have a patient on the other line calling regarding <REASON>. Upon locating the patient in our system, I noticed a possible duplicate patient record and wanted to quickly review with you which record we should keep active.

Once you have verified the patient records are duplicated, have the HME deactivate the incorrect record. If the HME requires assistance with this process, refer them to their SOS contact.

Unable to Reach HME by Phone

Create a Customer Message Work Item on the patient profile that should be kept active and include the following information:

• Patient ID(s): One or both, if different

• Information that indicates patient records may be duplicates (Patient ID, Name, DoB, phone number):

• Profile that appears, or patient has indicated, is more up-to-date (recent SR, current or updated demographics, patient portal activity).

NOTE: If one patient is inactive - No Task is Required.

Article Metadata

The following table provides management and control details about the current published version of this article.
 

Prepared By	Hannah Vincent
Reviewed By	Hannah Vincent
Process Owner	Nader Omar
Subject Matter Expert	Diane Clarke
Visibility	Internal - ACE
Revision Workflow	Standard
Archive Date
DAC	DAC1

 

Revision History

The following table summarizes changes for each published version of this article.
 

Date	Changes
3 April 2024	Updated title. Added summary. Added header and footer style controls. Brought up to current formatting standard. Small edits for clarity. (K00451)