Supply Request Status
Document ID 1175
This article will provide information on the different statuses a patient's order may be in and what actions can be taken to assist them.
Before verifying Supply Request Status, you MUST also refer to any notes on the supply request or under the NOTES tab to ensure the HME has not left additional information for us to provide to the patient.
ResMed ReSupply Tip:
If a patient calls for an order status and it indicates 'Canceled' with no reason provided, simply advise the patient that you will have someone from the local office reach out with regards to the status of their supply request. Some HME's will "cancel" the supply request in our system after they have processed the request. When you see "Canceled" it is always best practice to reach out for an order status on the patient's behalf, unless it specifies the reason for being cancelled we should never assume it was just canceled.
Supply Request Status
To check on the status of a patient's supply request, go to the Supply Request tab. The status will be shown in the right side of the page.
Confirmed / Sent to fulfillment partner- There is no additional information required from the patient and the order should be shipping soon.
Action: Let the patient know their supply request should be shipping soon. If the patient would like, you can ask the HME for order status by creating a supply request inquiry work item.
If the patient would like to add/modify the item(s) on their order, we should try to reach out to the HME by phone to attempt to modify the request. If you cannot reach the HME by phone, we will create a New Supply Request and add a Supply Request Note to notify them of the patient's request. At no point should we guarantee the patient that we will be able to change their supply request. - On Hold / Pending / Vendor Hold
- The HME is still working on the patient's order and it has not shipped yet. NOTE: Some HMEs use "On Hold Users" to indicate why a supply request is On Hold. For more details, click here.
Action: Advise the patient that their request is still in processing and you can offer to ask the HME for a status update by creating a supply request inquiry work item.
If the patient would like to add/modify the item(s) on their supply request, we should include the requested changes as a note on the supply request. - Assumed Shipped / Shipped / Closed / Late
- The patient's supply request is on its way to them.
Action: Let the patient know their supply request is on the way and should be arriving within the next few business days. If the patient has already been advised of this, offer to ask the HME for a status update by creating a supply request inquiry work item.
If the patient would like to add/modify the item(s) on their supply request, advise them that it is too late and they will need to contact their HME to inquire about any exchanges that may be necessary. - Canceled
- The supply request may or may not have been canceled. Some HMEs will "cancel" supply request during processing to mark it as complete.
Action: Review the notes/timeline to see if the HME left a reason for why the request was canceled. When there is no indication why the request was canceled, advise the patient you will send a message (supply request inquiry work item) to the HME, asking them to contact the patient and provide the status of their supply request. - Auto-canceled
- This status happens to an order if the fulfillment partner has not marked the order as shipped within 60 days.
Action: If the patient has not received their supply request, reach out to the HME for a status update by creating a supply request inquiry work item.
Tip: Some HMEs have their supply requests fulfilled by a partner, rather than filling the requests themselves. The statuses for these HMEs are underlined in the article above. The process for checking supply request status or requesting cancelations does not change for these HMEs.
For assistance with creating work items, see this article.
Tip: Many of our customers use a 3PL to ship their supply requests to patients. When a supply request is shipped via a 3PL (VGM or PPM) partner, a tracking number is then added to the supply request. This tracking number is available from the Supply Request page. The tracking number may be provided to a patient.
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