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.
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.||
Let the patient know their order 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.
|On Hold / Pending / Vendor Hold||The HME is still working on the patient's order and it has not shipped yet.||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.|
|Assumed Shipped / Shipped / Closed / Late||The patient's supply request is on its way to them.||Let the patient know their order 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.|
|Canceled||The supply request has been canceled for some reason and will not be shipping.||Review the notes/timeline to see if the HME left a reason for why the request was canceled. If one cannot be found, offer to sent a supply request inquiry work item to the HME, asking them to contact the patient and advise what caused the request to be canceled.|
|Auto-canceled||This status happens to an order if the fulfillment partner has not marked the order as shipped within 45 days.||If the patient has not received their order, reach out to the HME for a status update by creating a supply request inquiry work item.|
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 order status or requesting cancelations does not change for these HMEs.
For assistance with creating work items, see this article.