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ResMed Help Center

New Registrations E-mails

While patients will not have the ability to create their own profiles in 2.0, there may be times when a patient creates a new profile in the previous RRS 1.0 system. This could be because they are trying to log in to the wrong website or they may not have activated their new profile. Regardless of reason, these are the steps you will need to follow to handle these email cases.

  1.  Search for the patient's name/phone number/email address in both ReSupply systems to locate their account(s). 
    • You will need to find the patient's profile in 1.0 in order to inactivate the account they have created
    • You will need to try and locate the patient's profile in 2.0 to determine the next steps

 

If an account is found in 2.0...  
  1. Unsubscribe the account the patient created in 1.0 choosing Duplicate patient as the reason
  2. Add an Add Other Task note that reads "Duplicate" on the duplicate account
  3. On the Demographics tab, remove the email address from the duplicate account. This will help to avoid creating problems for the patient when trying to login to their account. Leave a note on the duplicate account advising that you removed the email address and what it was. (Example: Removed email (patient's email) from account)
  4. Verify to make sure that there is enough information provided on the duplicate account to confirm that the accounts are for the same patient
    • When determining if an account is a duplicate, we need to be able to match enough information to ensure the account is in fact, a duplicate. To treat an account as authenticated, we need to match:
      • patient's first and last name
      • email address 
      • AND either
        • the patient's date of birth or
        • street address
 

If you are able to authenticate the patient's profile...

  1. Respond to the patient's email using the ReSupply2.0: Existing Refresh account template in Salesforce.
  2. Add a note on the patient's 2.0 profile advising that they created an account in 1.0 and what steps you took:

Example: Patient created a new profile in RRS 1.0 [Timestamp]. Inactivated 1.0 profile and emailed patient with account activation instructions

  1. Close your case in Salesforce using the Support Category of Account Management and Support Sub-Category of Web Assistance. Make sure to link the case to patient's active account.

If you are unable to authenticate the patient's profile...

  1. Respond to the patient's email using the ReSupply2.0: Forgotten PW/Login Info template in Salesforce.
  2. Add a note on the patient's 2.0 profile advising that they created an account in 1.0 and what steps you took

Example: Patient created a new profile in RRS 1.0 [Timestamp]. Inactivated 1.0 profile and emailed patient, asking them to call in to verify their profile

  1.  Close your case in Salesforce using the Support Category of Account Management and Support Sub-Category of Web Assistance. Make sure to link the case to patient's active account.

 

If you cannot find a profile in 2.0...  
  1. Unsubscribe the account the patient created in 1.0 choosing Duplicate patient as the reason
  2. Add an Add Other Task note that reads "Duplicate" on the duplicate account
  3. On the Demographics tab, remove the email address from the duplicate account. This will help to avoid creating problems for the patient when trying to login to their account. Leave a note on the duplicate account advising that you removed the email address and what it was. (Example: Removed email (patient's email) from account)
  4. Respond to the patient's email using the ReSupply2.0: Inactive Pt, Active HME template in Salesforce.

Remember to modify your template with the patient's HME contact information.

 

If the patient's HME is listed as Resmed ReSupply Web Registration in their email, please refer to the instructions listed in this article

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