Types of work items
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.
Messages
| 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. |
Tip: For Messages, we recommend you review the details in the work item and contact the patient.
Notification issues
| 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. |
Tip: For Notification issues, we recommend you review the patient's contact information in your system and update if necessary.
Therapy follow-up
| 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. |
| 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. |
*Starting on November 17, 2020, ResMed ReSupply will no longer create new poor satisfaction and worse symptoms work items for your patients. See our November product updates for additional details on this and other platform changes.
Tip: For Therapy follow-up work items, we recommend that you reach out to the patient directly.