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ResMed Help Center

Welcome Letters


Sending Welcome Letters

Sending welcome letters to patients helps reduce confusion and improves engagement by setting proper expectations when outreach begins. HMEs who have engaged patients through the use of welcome letters have reported improvements in patient satisfaction, engagement, and ReSupply orders. 

ResMed ReSupply introduces a quick and efficient way to send welcome letters to all of your newly added active patients. 

Welcome Letter Pricing

The organization should refer to their service agreement for patient letter pricing. If the agreement does not include pricing for patient letters and the organization wishes to enable this functionality, then the Solutions Operations Specialist should contact to Program Management to assist in executing an a pricing amendment., The billable amount will be reflected on your next invoice.


Adding a Logo

An HME administrator or Solutions Operations Specialist can upload the logo.

  1. Hover over the Administration tab
  2. Click Organization details
  3. Click Edit
  4. Click the upload logo button under the Organization logo section
  5. Select an image and click upload
  6. Click Save

Logo requirements are as follows:

  • Cannot exceed 5 MB
  • The file must be in a JPEG or PNG format
  • Dimensions must be at least 400 pixels in height and 984 pixels in width


Turning on the functionality

Once the customer's logo has been successfully uploaded, the HME administrator or Solutions Operations Specialist can enable the feature by: 

  1. Hover over the administration tab
  2. Click on Call Schedules
  3. Click on Ongoing CPAP sleep schedule
  4. Click on the Edit link
  5. Search for the Welcome letter section and check-in the box
  6. Click on the Save button


The customer has the option to delay initial outreach by a specified number of days (0-14 days). This feature was designed to allow additional time for a patient to receive the welcome letter, review it, and become familiar with the program prior to receiving their first call, email, or text message


NOTE: If the stated upload requirements are not met, the system will not allow the user to move forward with the upload.









Sending the Welcome Letter

With the logo successfully uploaded and the functionality enabled, the system will automatically send a Welcome Letter to all new patients with a valid US mailing address as they are created or added to the platform.


NOTE: For customers that are transitioning from our legacy ReSupply platform, patients copied from the legacy platform will receive a specialized Transition Letter instead of the standard Welcome Letter.


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Frequently Asked Questions

Q: Can I modify the messaging or content in the letter?

A: No, the letter template is hardcoded and content cannot be changed at this time.


Q: Can I send letters to patients that were added to the platform before the functionality was enabled?

A: No, Letters will only be sent to newly added patients after the functionality is enabled. Existing patients will not receive a letter. During customer onboarding, it is imperative that organizations wishing to utilize welcome letters for their existing patient population enable functionality before any patients are added to the platform.


Q: I utilize the AirView Integration to add new patients, will these patients receive letters?

A: No, the AirView integration does not provide the patient’s mailing address, so we are unable to send Letters to patients imported from AirView.


Q: Can I select a specific location or subset of patients to receive Letters?

A: No, letter functionality applies to the entire organization and at this time we cannot single out specific groups of patients.




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