Types of Work Items
Article ID: 2915
Role required: Resupply user
Work items fall into three categories: Messages, Notification issues, and Therapy follow-up. The tables below provide details on the type of work items associated with each category. For more details, see Understanding Work Items (ID: 893).
Messages
For Messages, we recommend you review the details in the work item and contact the patient.
|
Type |
Description |
|---|---|
|
Customer message |
A ResMed Customer Service Representative (CSR) creates this work item, and it contains a request from the patient for you to resolve. |
|
Patient message |
A message generated by a patient through the patient portal. |
|
Supply request inquiry |
A ResMed CSR creates this work item when a patient calls to ask for information about their supply request. |
|
Change supplies |
A ResMed CSR creates this work item when a patient wants to change supplies. |
Notification issues
For Notification issues, we recommend you review the patient's contact information in your system and update it if necessary.
|
Type |
Description |
|---|---|
|
No contact information |
ResMed ReSupply (the system) creates this work item when a patient record is created with no contact information. |
|
Invalid email |
The system creates this work item when an email notification is returned or marked as undeliverable. |
|
Invalid phone number |
The system creates this work item when it fails to reach a patient's phone number. |
|
Wrong phone number |
The system creates this work item when the phone number the system calls belongs to someone else. |
Therapy follow-up
For Therapy follow-up work items, we recommend that you reach out to the patient directly.
|
Type |
Description |
|---|---|
|
Not on therapy |
The system creates this work item if a patient states they no longer use their sleep equipment on a nightly basis. |
- Revision History
- The following table summarizes changes for each published version of this article.
Date
Changes
20 February 2024
Initial publication. All new content. (K00159)