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Self-serve analytics (future design)

There are a number of analytics you should be monitoring with your resupply program to ensure its continued success.  See below for suggestions on what to monitor, how, what the ideal threshold is and how to improve results for each measure.

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Metric to measure 

(may rename to "business goal")

How do I obtain this information? Ideal threshold / goal Suggestions for improvement
Supply requests generated (compared with number of billable patients)
  1. Generate the Supply request trending report for the desired period. 
  2. From the Patients menu, click All patients
  3. Click Show only
  4. Filter Status by Active
  5. Filter Status by Added
  6. Filter To and From dates to match the period generated on the report. 
  7. Take note of the number of patients listed
  8. Compare against supply requests generated in the Supply request trending report. 

Above XX% however during the initial 1-3 months after onboarding, there's an adjustment period while the system filters out patients who want to opt out of outreach or who are no longer on therapy. 

Blanket statement: work with your CS rep to set realistic goals for this metric based your current business needs. 

  1. As patients are set up on therapy, have clinicians focus on the importance of the resupply program and regular supply replenishment. 
  2. As patients achieve compliance, remind them of the importance of resupply and how the resupply program will work (by letter, email, phone call). 
  3. Add only compliant patients to the resupply program.
  4. Remove any non-compliant/abandonned patients from the resupply program by inactivating them. Note: This will also remove their patient portal access. 
  5. Use the Outreach modality effectiveness report to determine the primary outreach method.  Promote that method to patients going forward.  
Maximizing supply requests / minimizing shipping costs

Items per supply request

OR

Manufacturer and Product mix

X or more items per supply request
  1. Use the call schedule settings to configure the eligible item look-ahead.
  2. Encourage patients to place supply requests as a bundle. 
Revenue by item Estimated revenue report

To see which items generate the most revenue.

Note: Keep reimbursement rates up to date and process walk-in orders also through ResMed ReSupply for a more accurate report.

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Enhanced Customer Success reports (by subscription)

The reports below can be generated by your dedicated Customer Success representative on a monthly basis. Depending on your subscription plan, a fee may apply to obtain these reports. 

Metric to measure Ideal threshold / goal Suggestions for improvement
Revenue generated by payor

The goal for this element is to identify which payor provides the most revenue to your organization. 

Note: This will only report on supply requests submitted through the ResMed ReSupply system. If walk-ins are not processed through ResMed ReSupply, these numbers may be incorrect.

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Patient subscription changes

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41% of entire patient population

  1. Build in discussion on the importance of resupply during patient setup
  2. Play patient testimonials in your waiting area on how resupply keeps them on therapy
  3. Only inactivate patients when they are no longer candidates for resupply.

 

Patients not on therapy or deceased

Less than 5% (ideally 0%) of your patients should be  listed as "not on therapy" yet still active resupply patients.  

  1. Have a respiratory therapist contact the patient in attempt to re-engage them with therapy
  2. Mark the patient as inactive.
Speed to supply request confirmation Variable based on number of staff available to assist however the goal is to see this decrease during the initial on-boarding months and then stabilize to better help you assess staffing needs.  Once this is stabilized, you can alter the default "Assume shipped" field to a more accurate number.
  1. Ensuring that not only supply HCPCS but also Product IDs/Descriptions are available before the supply request is submitted (through a patient import or AirView integration)
  2. Ensuring shipping address is up to date in advance through patient import 
  3. Ensuring all documentation is available prior to a supply request being placed. (Use document flags)
Patient message response time With 12 hours - according to one article, this is the average turn around time for customer service inquiries.
  1. Have staff available to handle these inquiries.
  2. If necessary, have someone doing triage for the inquiries that come in.
  3. For patient messages, send a standard response within 12 hours confirming receipt of the message:  Thank you for your message. We will investigate and get back to you as soon as possible. 
Supply requests on hold Less than XX% of supply requests
  1. Ensure that all information is available up front. 
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