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You can view the list of call preference options within the patient's profile. You can modify the time of day that calls are made and indicate whether calls on Saturdays are allowed. You can also change the time zone if the patient lives outside their HME's time zone.
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What is your specific situation?
 The patient wants to be contacted on different days of the week-
By default, patients who opted in to receive automated or live calls receive calls between 12:00 p.m. and 5:00 p.m. on weekdays. To change the times and days the patient is contacted, go to Patient details > Contact information > Edit. You can also inform the patient that they can update these settings in the patient portal.
What happens if I change this during an active outreach cycle?
The change takes immediate effect for the next call, email or text.
- The patient wants to stop receiving scheduled calls
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Before you turn off automated calling for your patient, use some conversation tactics to try to keep them on a resupply program. If your efforts are unsuccessful, you can change their notification preferences to Do not contact.
Patients who are listed as Do not contact are still invoiced because they can log in to the patient portal or can call the ReSupply Client Services team at 1-844-371-8195 to place a supply request on their own schedule.
- The patient wants to change one of their contact methods
- Patients may call in to say they want to be contacted by phone instead of email or email instead of phone, or they may want to update their contact information. When you update this information, it's immediately saved in ResMed ReSupply™. This information is used to determine how and when the patient is contacted again.
- The patient wants to receive resupply notifications again
- First, verify that the contact information is accurate within ResMed ReSupply. Next, go to Patient details > Contact information > Edit > Contact method. Select the applicable contact method and click Save.
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When I update a patient's email address, or it is updated by a patient import, is there a record of the change?
Yes, you can view all changes that affect a patient's profile on the patient's Timeline page.
Update contact information and preferences
You can modify, add or delete contact information and preferences from a patient file.
To edit contact information and preferences
- From the Patients menu, select All patients.
- From the list, select the patient name.
- Click the Patient details link.
- From the Patient details tab, under Contact information, click Edit.
- Enter all necessary information—contact method, email, area code and number, type, calling hours/days and time zone (if applicable).
- Click Save.
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