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ResMed Help Center

Handling Unwilling Callers (1.0)

Sometimes we reach out to a patient and they are unwilling to confirm their information. We should try our best to explain the situation, but when the person on the other line does not cooperate, please follow these procedures:

  1. Attempt to explain the purpose of our department and reassure the patient that we are only asking for their information to protect their medical information.
 
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  1. If the patient still refuses to authenticate, then we will need to inactivate them in ResMedReSupply. Go to the Tasks tab and click on the Inactivate Patient button. Select Do Not Contact for the Inactive Reason.
  2. Send a communication to the HME via their preferred contact method (e-mail/callback task) that read as follows:

Patient did not verify their information and requested to stop the automated outreach. Please contact the patient to educate on ResMed ReSupply program and reactivate/turn notifications back on in ResMed ReSupply.