Work items fall under three categories: Messages, Notification issues and Therapy follow-up. The table below provides details on the type of work items associated with each category.
|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.|
Tip: For Messages, we recommend you review the details in the work item and contact the patient.
|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 belong to someone else.|
Tip: For Notification issues, we recommend you review the patient's contact information in your system and update if necessary.
|Not on therapy||The system creates this work item if a patient states they no longer use their sleep equipment on a nightly basis.|
|Poor satisfaction||The system creates this work item if a patient states they are unhappy with their therapy.|
|Worse symptoms||The system creates this work item if a patient states their symptoms are getting worse and wants someone to follow up.|
Tip: For Therapy follow-up work items, we recommend that you reach out to the patient directly.