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.
Logo requirements are as follows:
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:
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.
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.