HME Templates

 Additional Comments (For Patient Portal Orders Only)

Hello, Patient placed a patient portal order on <DATE> and left a comment stating “___”. Please follow up with the patient if there are any additional questions. Thank you.

Bad Number (Wrong Number) [Details] 

Patient has updated their demographic information and the phone number we currently show is incorrect. Please contact patient using an alternate method and update the information in your files, as well as ResMed ReSupply. Thank you.

Billing Inquiry (Aside from Out of Pocket Expenses)

Patient contacted us with questions regarding the billing/costs associated with their account. Please follow up with the patient in an effort to address their concerns. Thank you.

Cancel Current Order

Patient has requested to cancel the order placed on ___. Thank you.

Cancel Item on Order

Patient requested supplies; however, asked to have the ___ removed from the order. Please contact the patient if there are any additional questions or concerns. Thank you.

Changes to HME [Details]

Patient has indicated they have changed to a different HME. Please follow up with the patient directly and, if necessary, inactivate the patient in ResMed ReSupply. Thank you.

Changes to Therapy Status/Equipment Return [Details]

Patient has indicated they have (returned their equipment/are no longer on therapy). Please follow up with the patient directly and, if necessary, inactivate the patient in ResMed ReSupply. Thank you.

Deceased Patient [Details]

A family member has informed us that the patient is deceased. We have stopped outreach for their account in our system. Please update your records and inactivate the account so that this patient is not contacted in the future.

 Demographic Change 

Patient has updated their ___ information. Please update the information on your end as well to ensure the correct information is on file. Thank you.

NOTE: When advising an HME of a demographic update, please remember to include which piece of information has been updated (ie. phone number, email address, address, etc.)

Do Not Contact Request

Patient is unsure of the Resupply Program and requested to be placed on "do not contact". We have currently stopped all automated outreach for ResMed Resupply. Please follow up with the patient directly to educate them on the program and turn notifications back on, or if necessary, inactivate the patient in the platform. Thank you.

Duplicate Profile

Patients profile is a possible duplicate account in the ReSupply system. Please check your records on this profile to ensure no duplicates are active. Thanks

Equipment Concern

Patient is having an issue with their machine.  Please have someone follow up with the patient to set an appointment to get their machine looked at and serviced if necessary. Thank you.

Expedited Order Request

Patient ordered supplies today and asked if their order could be expedited. Please follow up with the patient and let them know if this is an option, any additional charges they would incur, and an expected delivery date. Thank you.

Insurance Change

Patient has updated their insurance information to the following:

• Name of insurance provider:

• Name of policy holder: (if not patient)

• Date of birth for policy holder: (if not patient)

• Policy ID:

• Member ID:

• Group #: 

• Phone to number to call for benefits:

Please update the information on your end as well to ensure the correct information is on file. Thank you. 

NOTE: Unless specified in SFDC, we are only required to obtain the Insurance Provider name and Member ID for primary insurance.

Item Confirmation

Patient requested supplies today but would like to confirm the items they will be receiving, as they have stated they received an incorrect item in previous requests.  The item they requested is ____.  Please ensure your system is updated with this item to ensure the supplies are correct when shipped. Thank you.

Mask Change Request

Patient would like to change their mask.  Please have someone follow up with them to set up a mask fitting appointment (if necessary). Thank you.

CAUTION: If there is an open call script when a patient is requesting a mask change, we must add a mask to the supply request and send a work item to the HME. Do NOT decline supplies. 

Mask Magnet Questions

The patient responded with the following information regarding their mask magnets:

• Do you have any Implanted Metallic Medical Devices/Metallic Objects that may be affected by Magnets? (Yes/No)
• Do any of your household members, caregivers, and bed partners that may be in close vicinity to you have any Implanted Metallic Medical Devices/Metallic Objects that may be affected by Magnets? (Yes/No)
• The patient would (like/not like) to try a non-magnetic mask.

Thank you.

Missing Item or Order

Patient never received the supplies they requested on _DATE_.  Please follow up with them and let them know if there are any issues they need to take care of to be able to get their supplies. Thank you.

Missing Patient (Send Customer Message Work Item Via Missing Patient profile for the correct HME)

Hello,

The following patient called today to set up their account in resupply.resmed.com.

• Full name:   

• DOB (MM/DD/YYYY):

• Phone Number(s): (including secondary if applicable as well)

• Summary: Include whether the patient would just like to be created, or created and supplies requested.

Thank you.

New Machine (Device) Request

Patient is interested in receiving a new device. Please follow up with the patient to inform them of what would be required to receive a new device. Thank you.

Non-English Callback Request:

Patient is requesting a CSR who speaks (language)

SFDC Case: (Case Number)

Alternate Contact Number:

Best date/time for callback:

Order Status Request

Patient would like to know the status of the supply request they placed on _DATE_. Can you please follow up with them and let them know if there are any issues and when they can expect their supplies. Thank you.

Out of Pocket Expenses for Current Supply Request

In the event of Out of  Pocket Expenses for a Current Supply Request, please direct the patient to contact their Insurance Provider for additional assistance. 

Patient Follow-up Request

Patient contacted us with questions regarding <insert inquiry>. Please follow up with the patient in an effort to address their concerns.

Patient prefers Local Pick Up 

Patient would like to pick up the supplies rather than have them shipped out to them. Please contact the patient to let them know when their supplies will be ready for pickup and which location to pick them up.

Philips Recall

Patient called regarding the Philips Recall as their device was affected. Their prescribing physician had advised them to contact their Provider. Please follow up with the patient to address their concerns. Thank you.

Received Wrong Item

Patient just received the supplies they requested on _DATE_.  They received the wrong ___.  The correct item that they need is ___.  Please follow up with the patient to make sure the correct item is sent out and update their profile to avoid this issue in the future. Thank you.

Size Change Request

Patient requested supplies today but requested to be sent a different size than what they received in their last request.  Can you please update their profile to reflect ___ size ___. Thank you.

Specific Item Request

Patient called today to place request for sleep therapy supplies. During their request they indicated that they would like to receive ___.   If possible, please ensure that this item is included in the supplies requested on ______. Thank you.

Therapy Concern

Patient is experiencing problems with their CPAP therapy.  Please have a Respiratory Therapist follow up with the patient as soon as possible to try to get this resolved. Thank you.

Unwilling to Verify [Details]

Patient is unsure of the Resupply Program and was not willing to verify their account. We have temporarily stopped all automated outreach for ResMed Resupply. Please follow up with the patient directly to educate them on the program and turn notifications back on, or if necessary, inactivate the patient in the platform. Thank you.  

Article Metadata

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

Prepared By	Hannah Vincent
Reviewed By	Hannah Vincent
Process Owner	Diane Clarke
Subject Matter Expert	Nader Omar
Visibility	Internal - ACE
Audience	Patient Care ResMed ReSupply
Revision Workflow	Standard
Archive Date
DAC	DAC 1

 

Revision History

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

Date	Changes
10 January 2024	Added Duplicate Profile template. Brought up to current formatting standards.(K00110)
	Initial publication. All new content.