Skip to main content


ResMed Help Center

Placing a Supply Request

Before you begin...

you will need to make sure the patient has an active outreach cycle on their account. You will be able to identify if a patient has an active outreach if there is a gear next to their last name in ResMed ReSupply.


If the patient has a moon in place of the gear and would like to request supplies, review this article for how to assign an outreach cycle to them.

  1. Launch the questionnaire by clicking on the gear. You will be able to advance the questions by clicking on the Next button on each question.
  1. The first three questions are in regards to the patient's sleep therapy:

a. Are you still using your sleep equipment on a nightly basis?

  • If the patient answers "No" to this question, they will be prompted to provide a reason why and advised to contact their HME.

b. On a Scale 1-5 how is your sleep therapy going?

c. Symptoms of sleep apnea may include snoring, morning headaches or daytime fatigue. Over time your symptoms may get worse and require adjustments to your therapy.  Are your sleep apnea symptoms getting worse?

  • If the patient answers "Yes" to this question, they will be asked if they want to receive a call from their HME to discuss their symptoms. If they agree, advise the patient that they will be contacted.

This will conclude the wellness check portion of the questionnaire.

  1. After completing the wellness check, the patient will be asked if they want to request any supplies. 

After answering this question, the next steps will depend on if the patient has medicare for their insurance or not. 


For insurance providers that follow medicare guidelines 


Patients with medicare have to advise if their requested supplies have deteriorated before they can be replaced. The following warning will come up after the proceeding screen if the patient has medicare coverage:

There is no option for ordering a complete kit when replacement reason is required as part of the active outreach cycle.

clipboard_e3966bd75be150a03fe871f4167c73972.png         clipboard_e3b7a6cdf1909e614d26b1c457748f705.png

clipboard_ecb8c55722743406982ed91a589fd7e86.png       clipboard_ea543aa772a4e0810f6510a77e61067be.png

For each item that the patient wants to replace, they will need to advise whether the item is damaged or dirty. 

Damaged Dirty
  • stretched out
  • thinning materials
  • holes
  • otherwise worn down through regular wear and tear
  • discolored
  • cloudy and no longer clear
  • containing bacteria
  • as an odor

The patient will also need to report if they have any brand new or unopened (and how many) of each item they wish to replace.

After selecting the supplies the patient wants to request, you will have to confirm the patient's address. If there is no change, select No and continue.

If you select Yes you will be given fields to update (As shown to the right).


Next, the patient will be asked if their insurance has changed since their previous request.  Once again, If there is no change select No and continue.

When updating a patient's insurance information, all fields marked with an asterisk (as shown on the left) are pieces of information we should confirm with the patient. Additionally, it is recommended to confirm the Group Number to assist HMEs.

If you make any changes... 

to the patient's demographic or insurance information, remember to communicate this change to the HME either by task or by e-mail using the appropriate template, unless an alert or task was created by the system.




Advise the patient of the estimated delivery timeframe and continue clicking on Next until you reach a screen similar to what is shown to the right.

The outreach cycle has been completed and can now be closed by clicking on the X in the upper right-hand corner.



For insurance providers that do not require a replacement reason


Patients on non-medicare call scripts have a few differences from other patients. Rather than needing to advise if their items are damaged or dirty, these patients have the option of requesting all of their eligible supplies. After completing the same wellness check questions listed above, patients on a non-medicare call script will be given the option to request all of their eligible supplies.

If they choose Yes, they will skip ahead to verifying their address and insurance information. 

If they choose No, the patient will then be given the chance to order their items individually. 


After advising that they would like to order their items individually, the patient will be asked 'Yes' or No for each item. After answering for each item on the full list, the patient will be asked to confirm their address and insurance the same as above.  

While completing a protocol, if you update a patient's insurance to Medicare, you will need to assign the patient to a Medicare protocol after you are finished. For steps on how to assign a protocol, please review this article.

Before ending the call... 

regardless of which protocol you run, after finishing remember to check to make sure the patient's e-mail address is up to date. The e-mail address can be found on the patient's Demographics tab. If you add an email address to the patient's account, remember to notify the HME by their preferred contact method (email/task). If you ask the patient and they either do not have an e-mail address or do not wish to provide one, make sure you document this as an Add Other Task note.

Please ensure you are clicking the next button all the way through before closing the pop out screen. One way to ensure you have completed the full wellness check is to ensure you no longer see the gear under List Patients.

  • Was this article helpful?