ReSupply Missing Patient Process

Before You Begin: 

• Ensure you have attempted ALL possible search options to locate the patient by searching under "View: All Organizations". 

• If the patient has been on sleep therapy for less than 6 months, advise them that once they are eligible for supplies and have been set up in our system, they will receive outreach and we can locate them for further assistance. 

• Always check ReSupply HME Special Requests in Salesforce for specific instructions before communicating with a HME.

Check All Search Options

Ensure you are taking all necessary steps to locate the patient first. 

• Search by phone numbers, names, email addresses

• Do you have any other phone numbers?

• Have you recently received an order? Last Supplies?

• When did you receive your sleep therapy equipment?

  • If it has been less than 90 days, advise the patient that they will be in the system after the first outreach.

  • If more than 90 days, refer the process below.

If you are still unable to locate the patient, please ensure you are following the Missing Patient process.

Unable to Locate Patient

If you cannot locate the patient in the ReSupply platform using the search methods, follow these steps.

1. Search the platform using the following: Last Name: Missing

2. Locate the Missing Patient profile for the correct HME 
   
   NOTE: Be sure you are choosing the CORRECT HME name when selecting the missing patient profile.

3. Create a Customer Message Work Item using the following template (also found in the HME Templates article.) 

Hello,

The following patient called today to set up their account in resupply.resmed.com.

Full name:   

DOB: (MM/DD/YYYY)

Phone Number(s): (including secondary if applicable as well)

When equipment/supplies were received: (If equipment was received less than 90 days ago, advise the patient that after first outreach they will be in the system.)

Summary: (Include information pertaining to the patients request for supplies/account set up.)

Thank you.

No Missing Patient Profile Found for HME

• If you are not able to locate a Missing Patient profile in ReSupply for the HME, include the Missing Patient template in the Description field of your SFDC case and follow any available steps for missing patients listed in the ReSupply HME Special Request section in SFDC.

• If no specific process listed in the ReSupply HME Special Request section in SFDC, use the Missing Patient template in your SFDC case and contact SOS by creating a new task from the same SFDC case.

• You must include the patient information in the Description field, or the SOS team will not be able to see it. Do not put the patient information in the Issues Description.

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
28 March 2024	Brought up to current formatting standard. Small edits for clarity. Added summary and updated title. Removed links to obsoleted Sparrow Medical articles. (K00448)