Common Patient Complaints and Questions

I wake up with an empty water chamber

Ask the patient if they have a leak in the tubing. They can feel this by running their hand down the tubing when the device is on or if there is a high leak shown on their device or within the myAir app. Ensure everything is connected properly or that there isn’t a crack in the water chamber. Have them review their humidity settings per the user guide.

I have water drops in my mask (aka rainout)

Rainout is usually because of the humidification or temperature of the patient's bedroom. If the patient's room is cool advise them to increase the humidification, and if the patient's room is hot decrease the humidification. Adjusting the humidity setting and tube temperature (if using climateline) per the user guide. This can also happen as a result of seasons changing in some areas.

Can I reuse supplies?

Patients should never reuse supplies. Supplies are disposable due to the increased bacteria buildup and, over time,  can change shape and impact therapy results. These factors do not provide proper sleep therapy and can increase the risk of the patient becoming sick. Advise patients that supplies should only be used for  recommended timeframes per the resupply schedule.

I always wake up with severe dry mouth

First, find out what kind of mask the patient is using – if they have a nasal or pillow mask, they may be sleeping with their mouth open and may require a chin strap. Does the patient's device or myAir results show a high leak reading? If the patient has a full face mask, ask about their room temperature and if they are using a humidifier and climateline tubing. They can change these settings to help with dryness. It is also possible that there may be secondary causes such as medications or lifestyle choices causing their dry mouth.

The air always blows into my eyes, drying them out

The most typical cause of this is a leak around the mask. If the leak is at the top of the mask, the patient can adjust it with the top velcro of their headgear. Ask what position they put it on their mask in (laying down or sitting up) and suggest they adjust it when they are laying down. Suggest the use the Run Mask Fit option in the device options to find a proper seal (directions found in the user guide). Ask them when they last replaced their cushion? Worn out cushions can cause leak and also ensure the size of cushions is the right fit.

I wake up with constant nasal issues

This is normal and could be caused by a humidification issue or possibly mask leak. If they are prone to allergies or cold symptoms, they may be able to switch to a full face mask during these times for proper sleep therapy. Some discomfort is normal during the first few nights of therapy. If it continues they should speak with  their HME or doctor.

I feel like I’m choking/suffocating

This may be something they need to speak to their HME/Respiratory Therapist about. If their pressure is too high or they have trouble breathing out against the device, they may need to enable/increase the EPR setting (Expiratory Pressure Relief - this eases the tension of the exhale breath). If they continue to have difficulties, suggest they use a longer ramp time, but suggest a respiratory therapist review their settings. 

I’m claustrophobic

It is perfectly normal to feel this way and it is a part of the adjustment to therapy. Suggest the patient wear their mask while watching tv/reading. Put it on about 30 minutes before bedtime or throughout the day, wear their mask while taking a nap (if they can) and try to use small increments of time to get used to the feeling of therapy. If none of these work, they may need to review other mask styles with their HME (ie. a nasal or pillow mask).

My mask/headgear slips off my head during the night

Ask them where it is slipping and what mask they are using. Making an adjustment at the top of the headgear will adjust the mask around their cheek bones, while adjusting the lower will adjust it at the bottom of the nose or jaw line. If the patient has a full face mask – are they putting the mask on while sitting up or laying down? Ask if their headgear stretched out. Ask if the patient sleeps on their side - if they do, perhaps they would benefit from a cpap pillow. Advise the patient to make sure their hair is pulled through the headgear straps (or adjust the tubing).

It causes a rash on my skin

First reassure the patient that there is NO latex used in any of the Resmed masks. Ask if the patient is using cream or moisturizer before bed. Facial products should be applied at least 30 minutes before starting therapy so they can absorb into the skin. It may also be best if they wait until morning to use these products as it can cause irritation after being under their mask for the night. Ask how frequently the patient is cleaning their equipment and what they are using for a cleaning solution? Vinegar and some soaps will cause irritation, blisters and open sores on their face. Advise the patient to clean the mask cushion daily and use an unscented or soft soap to clean their supplies (such as baby shampoo).

Can I wash the heated tubing that includes the metal part?

Absolutely, the coils in the tube are protected by a lining, and it is safe to fully submerge the end connectors. Suggest the patient use warm water with a gentle soap (ex. baby soap). This solution can be run through the tube and afterwards the tube can be hung up to dry. Make sure the patient keeps the tube out of the direct sun and dry the end connector before attaching it to the device. It is safe to use the tubing with some remaining water in the tube after cleaning if its not fully dry, as long as it was rinsed well with clean water.

Can I get the elbow replaced?

The elbow piece that connects the tubing to the mask or the small tubing that connects the tube to the nasal pillows or mask is considered a part of the mask frame. The HME can order these items for them. Part numbers are available in eSam. Note: not all HME's will be willing to do special item order requests, it is at their discretion.

My mask leaves marks on my face

Marks on the face can be a common sign of over tightening the mask. The fit should be secure and snug but not digging into any area of the face/head. They may try using the Run Mask Fit option in the device options to find a proper fit before bed (directions found in the user guide). Also ensure the mask cushion is being washed daily to prevent any irritation marks. This may also be caused by their sleeping positions and the mask pushing into their face as they sleep. This can be normal and resolves itself after the mask is off for a short period of time. If the issue bothers them, they may want to speak with the HME for alternate mask options.

Can I order the velcro part of the mask?

Find out what mask the patient is currently using. The velcro is part of the headgear, but it is normal for this to become less adhesive because of usage. If the mask is still within the standard usage time frames, using a soft bristle brush, like a toothbrush, can help remove any loose fabric/lint that could be cause it to lose its adhesion. They might also be due for a headgear replacement.

My machine makes a lot of noise.

Ask the patient where the noise seems to be coming from. If it is from the machine, confirm with the patient that their device is put together properly (ie. water chamber secured & undamaged, filter door on tight, tubing connected properly, etc.). Another source of noise may be a leak from their mask leaking air. Ask what the patient has their machine resting on as it could be vibrating and making noise. Ask the patient to try inserting the tube and confirm they are using the right tubing for their device. If none of these suggestions resolve the issue, the HME will need to troubleshoot the issue further.

Article Metadata

The following table provides management and control details about the current published version of this article.
 

Prepared By	Diane Clarke
Reviewed By	Hannah Vincent
Process Owner	Nader Omar
Subject Matter Expert	Diane Clarke
Visibility	Internal - ACE
Revision Workflow	Standard
Archive Date
DAC	DAC1

 

Revision History

The following table summarizes changes for each published version of this article.
 

Date	Changes
17 April 2025	Edited title, audience to be PC only. Updated content with more relevant information per the user guide and removed outdated resource link. (K01848)
5 March 2024	Remove all tags. Add tag: complaints. Rename this article: Common Patient Complaints and Questions in ReSupply. Change Article Type from Topic to Reference. Add Summary. Update format to the current standard. Minor revisions for clarity. (K00343)
18 January 2024	Initial publication. All new content.