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ResMed Help Center

Handling Unwilling Callers (2.0)

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 patient refuses to authenticate, please follow these procedures:

  1. Attempt to explain the purpose of the call and our department to the patient and reassure them that we are only asking for their information to protect their medical information.
  1. If the patient still refuses to authenticate, then we will need to change the contact method to Do Not Contact.
  1. Create a Customer message work item that reads 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.