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ResMed Help Center

Work Items vs. Notes

This article will provide guidance as to when to create a work item or when to add a note for a patient.

Add a Note

Create a Work Item

A note should be used when we want to record information, primarily for CSR use.  HMEs have access to the notes, but it is preferred to use work items to communicate with them. 

Examples of when to add a note:

  • If the patient declines email option (i.e., asked for email, patient declined).
  • Documenting the name of the caller if different from the patient
  • If notes need to be left for a follow-up by another agent
  • If you receive an e-mail from a patient, you will need to document the reason for the e-mail, as well as the resolution
  • If you are speaking to a patient about anything that is not automatically included in the Timeline via automated notes,  you must include the information in a brief note.

Adding a Note to a Supply Request

If a patient wants to request any additional supplies that were not listed during the call script or if they wish to make any of the follow changes to a supply request, a note needs to be added to the supply request.

  • Specific Item Request (for items found in CPAP kits only)
  • Size Changes
  • Extra Item Request (CPAP only)
  • Item/Order Cancellation
  • Demographic changes 
  • Insurance changes (if outside of an active outreach)
    • A note should also be added to a patient's supply request if the patient has a supplemental insurance to add to their account.

How to Add a Note to a Supply Request:

  1. After completing the call script, navigate to the Supply Request tab. It may take 1-2 minutes for the request to appear in the list. Click on the request number you need to add the note to. 
  2. Scroll down to the bottom of the new page and click on Add Note. List the items that the patient requested beyond what was included in the call script and click Save.

For additional information, review this article.

If you are placing a supply request outside of an active protocol, you can add the required notes before clicking Save.

work item should be created anytime a patient's HME needs to be engaged in order to resolve their issue. This applies to both phone call and e-mail interactions. For more information on how to create work items click here. For information on the different kinds of work items and when to use them, click here.

Flagging Notes

If there is an important note that needs to be brought to another's attention, you have the ability to flag these notes. When creating your note, click on the Flag toggle next to the text box and this will create a notice of a flagged note on the patient's account. This will cause a flag to appear next to the patient's name on the dashboard. To remove the flag, go to the Notes tab of the patient's account and click on the Flag icon next to the note. A pop-up will appear requesting you to put in a reason for removing the flag.

Examples of notes that should be flagged:

  • If the patient declines email option (i.e., asked for email, patient declined).
  • Documenting the name of the caller if different from the patient
  • If notes need to be left for a follow-up by another agent

If the patient declines to add an email...

it is important that you add this as a note and flag it. We only need to ask patients for an email address every six months. If we ask and it is not documented, it can lead to the patient getting annoyed by us asking every time they speak with us.

When updating a patient's demographic details (including their email address) we need to make sure we are specifying which piece of information is being updated (ie. phone number, address, email, etc.) in our note/work item.

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