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ResMed Help Center

Inactivating and Reactivating a Patient's Account

Some patient accounts may need to be inactivated or reactivated in resupply. This article will explain how and when to do this.

Before opting a patient out of receiving phone calls and e-mails (inactivating), we should be attempting to keep the patient in the Resupply program. This can be done by offering to keep e-mail active, but turning off phone calls or by educating them about what the Resupply program is and why it is important. If you are unable to save the patient, perform the following steps:

 

Inactivating a Patient
 

 

Before opting a patient out of receiving phone calls and e-mails (inactivating), we should be attempting to keep the patient in the Resupply program. This can be done by offering to keep e-mail active, but turning off phone calls or by educating them about what the Resupply program is and why it is important. If you are unable to save the patient, perform the following steps:
  1. To unsubscribe the patient, navigate to the Tasks tab and click on the Inactivate Patient button.
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  1. Upon clicking this button, a new pop-up will appear on your screen with a drop-down where you will pick your reason for inactivating. The primary reason we will be using is Do Not Contact.
  1. After inactivating the patient, please create an Add Other Task note explaining why the patient was unsubscribed.  We use these notes when patients call back requesting to use our services again to determine if the patient opted out, or if the HME inactivated the account.
 

This process should also be followed if you receive an e-mail requesting a inactivation or if a patient requests to stop e-mail communications and this causes both methods of communication (phone/e-mail) to be turned off.

Reactivating a Patient
 

Before you begin...

as a general rule, you should only reactivate patients in Resupply if there are special HME instructions in Salesforce. Unless it is explicitly stated otherwise, follow the process below.

  1. If a patient's account needs to be reactivated, contact the HME and try to speak to someone at the HME office. They will be able to confirm if we are able to reactivate the patient's account. If you are able to speak with with a representative at the HME's office and get confirmation to reactivate the patient, leave an Add Other Task saying that you reached out and received approval.   
 
 
  1. If you are unable to reach the HME (either because they do not answer or if they do not have a contact number in Salesforce), advise the patient that the HME office will follow-up with them directly and send an e-mail/set a callback task using the following template:

Hello,

Patient MRN XXXXXX contacted us requesting CPAP supplies, but unfortunately their account was previously de-activated. Please review the patient's account and, if appropriate, reactivate them in Resupply.

Please follow up with the patient to assist them with placing a new supplies request.

Thank you