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ResMed Help Center

Welcome Letters

Welcome Letters are a fantastic tool to help set your patients up for success with their sleep apnea therapy. Promoting patient engagement, setting expectation and providing a summary of the services the ReSupply program will offer, Welcome Letters prepare patients for when outreach begins. We want to make it easy for you to leverage Welcome Letters, with just a couple of clicks you can enable the automatic delivery of Welcome Letters to all of your newly enrolled patients. Once enabled each new patient will receive a Welcome Letter branded with your company logo.

Here is how:

Adding a logo

To configure the Welcome Letter service, you must first upload your organization’s logo. Once uploaded, your logo will be printed on all Welcome Letters sent through the service.

To upload your logo first login to the ResMed ReSupply portal.

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

Logo requirements:

The following requirements must be met for the system to accept your logo.
  • The file size cannot exceed 5 MB
  • Image dimensions must be at least 400 pixels in height and 984 pixels in width
  • The file must be either JPEG or PNG format

Image format

The PNG format supports image transparency and is recommended for all logos that should have a transparent background.

Enable automatic Welcome Letter delivery

Once your logo has been successfully uploaded, you must enable Welcome Letter delivery.

  1. Hover over the Administration tab
  2. Click on Call schedules
  3. Click on Ongoing CPAP sleep schedule
  4. Click on Edit at the bottom of the page
  5. Under the Welcome letter section tick the box beside Send a welcome letter to new patients via mail
  6. In the dropdown beside Delay initial outreach by select a number of days (between 0 and 14)
  7. Click on the Save button

Delay initial outreach

You have 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.

Sending the Welcome Letter

With the logo successfully uploaded and the functionality enabled, the system will automatically send a Welcome Letter to all newly added active patients, who have a valid US mailing address.

Billing and Welcome Letters

Once this service is enabled, the billable amount appears on your next invoice. Refer to your service agreement for pricing or reach out to your Solutions Operations Specialist for details.

Frequently Asked Questions

How will I know when a Welcome Letter is sent to my patient?
A timeline entry is generated when a welcome letter is:
  • Sent
  • Fails to send
  • Initial outreach is delayed due to the sending of the letter

Can I modify the content of the letter?
No, the Welcome Letter template is hard-coded and content cannot be changed at this time.

Can I send letters to patients that were added to the platform before the functionality was enabled?
No, letters will only be sent to newly added patients after the functionality is enabled. Existing patients will not receive a letter. If you would like existing patient to be sent welcome letters please contact your ResMed Solutions Operations Specialist, they will be happy to arrange a welcome letter campaign with you.

Can I select a specific location or subset of patients to receive Letters?
No, letter functionality applies to the entire organization and at this time we cannot single out specific groups of patients.

I utilize the AirView Integration to add new patients, will these patients receive letters?
No, the AirView integration does not provide the patient’s mailing address, so we are unable to send Letters to patients imported from AirView.

I am transitioning from your legacy ReSupply platform, will my patients receive Welcome Letters?
Patients copied from the legacy platform will receive a specialized Transition Letter instead of the standard Welcome Letter.

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